Craftsman replacement policy change

[ctgoodman]

I was recently in Sears and witnessed what appeared to be a recent policy change on tool replacements.

A guy brings in a 1/4" ratchet that is broken and asked the sales clerk for a warranty replacement. Well the clerk acknowledges the non-function of the ratchet and that it is replaceable under warranty. Then he told the guy that they are not allowed to replace it with one they have in stock and that he would have to call for the replacement and ship the defective one back. He asked to speak with the manager and the manager confirmed that that process and would not give the man a replacement from store inventory even though they had 4 on the shelf.

Has anyone else experienced this?

I know Sears is really putting the Craftsman line in the crapper but this poor customer service will surely kill it. Because we all know that Harbor Freight will of course honor their lifetime warranty out of store inventory.

 

[DGersic]

That's insane. Sears has been circling the drain for years, though.


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[Richard Cranium]

must of been a private owned store, not a corp. store.

 

[ctgoodman]

must of been a private owned store, not a corp. store.

This was a store in one of the largest malls in the state on NC. Not sure if that means anything but it was definitely not in a dying mall out in the boonies.

 

[chrisnazzy]

I was recently in Sears and witnessed what appeared to be a recent policy change on tool replacements.

A guy brings in a 1/4" ratchet that is broken and asked the sales clerk for a warranty replacement. Well the clerk acknowledges the non-function of the ratchet and that it is replaceable under warranty. Then he told the guy that they are not allowed to replace it with one they have in stock and that he would have to call for the replacement and ship the defective one back. He asked to speak with the manager and the manager confirmed that that process and would not give the man a replacement from store inventory even though they had 4 on the shelf.

Has anyone else experienced this?

I know Sears is really putting the Craftsman line in the crapper but this poor customer service will surely kill it. Because we all know that Harbor Freight will of course honor their lifetime warranty out of store inventory.

Our local store has always just been a small appliances and tools store and their warranty process is the same as this. Pretty sure you can still go into the big department sized stores and exchange in store but if that has now changed....well that would be a huge step backward for a company already on the retreat.

Truth be told though, I've retired my RP Craftsman ratchets. USA or not there is zero reason to reach for them over any other option. Exactly the opposite as far as my sockets. I have had my USA Craftsman sockets since I was 16 and value them greatly. Lately with the help of some fellow GJ'ers and Ebay I've almost completed my full 1/2" drive sets. If I ever did break one of my USA Craftsman's though I would just start searching for a USA replacement on Ebay. I wouldn't be able to allow any Chinese Craftsman to infiltrate my top drawer.

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[kythri]

I wouldn't take a single store's action on the warranty as gospel of a policy change - the Craftsman warranty has always had store managers thinking that they could subject it to their personal interpretation of things.

The guy should have pulled a new 1/4" off the shelf and checked to see what the warranty statement on that was.

The common ratchet replacement policy was to replace with a rebuild if they had it, and off the shelf if they didn't. The only time they'd phone in a replacement to ship was if they didn't have it in stock, or didn't stock that particular item in store.

If the manager is able to pull the wool over customer eyes like that, it keeps product on his shelf, and avoids him or his staff having to fill out any documentation for the warranty replacement (to get a replacement part for the shelf). I can see shady GMs pulling that kind of nonsense.

 

[bdog]

I grew up on craftsman and loved them. Even used to dream about having a good set of my own someday and I do but they are my secondary tools now as craftsman is now pretty much ****. Their old tools are good but the newer ones and their customer service ****. 20 years ago someone would be nuts to say this but I would rather have harbor freight now.

 

[BDT/NWMN]

Similar policy with Craftsman warranty at local ACE Hardware. I was handed a little slip of paper with an 800 number when I brought in a broken Craftsman ratcheting wrench..

I don't know whether it is a store policy or Craftsman's company policy.. A fast & easy phone call wouldn't be bad.

But waiting on hold for 20 minutes, followed by a trip to the post office to send it in would be more hassle than that Chinese wrench is worth.

For an older ratchet, I would hunt down a repair kit and fix it myself.

 

[Empty Pockets]

This is just another attempt by Sears to stop hemorrhaging money. While they may save a few pennies by not swapping out warranty items, they are running off customers. In the end, another reason Sears will be one in short order

 

[woody 73]

Sears has a new policy=OTD & TFFTC in case you need an explanation:

OUT THE DOOR AND TEN FEET FROM THE CURB.

Better luck at another store.

 

[HandToolGuy]

Sears has a new policy=OTD & TFFTC in case you need an explanation:

OUT THE DOOR AND TEN FEET FROM THE CURB.

Better luck at another store.

OR a 30 30 guarantee - 30' or 30 seconds

 

[dnschmidt]

Who cares? I haven't been in a Sears store in 45 years and I only live three miles from Paradise Valley Mall. Much ado about nothing.

 

[DPDISXR4Ti]

My experience is that they have will replace a broken ratchet with a rebuilt one they have hiding in a "secret" drawer under the counter. Everything else is replaced with whatever is hanging on the rack. Problem is, the racks increasingly have lots of empty spots. The only good news is that they don't seem to care if you replace "like for like".

But I suspect this issue will all be moot when Sears goes away and our only choice for replacements will be mailing them back to B&D or the local Ace Hardware.

 

[icthruu74]

It's been years since I've warrantied a tool at a Sears. My closest Sears is closing, but I have been in there and watched others exchange tools without issue. Currently my local Ace will warranty CM tools without having to drive 45mins.

Personally I'm somewhat holding off buying any new tools to see that Stanley does with CM. I'm hopeful that they will return to what they were 20 years ago.

 

[exmaxima1]

Personally I'm somewhat holding off buying any new tools to see that Stanley does with CM. I'm hopeful that they will return to what they were 20 years ago.

I would highly doubt that. Now that there's a huge population of Chinese CM tools in the field, Stanley would not want to warranty them with better/more costly replacements. More likely they will use their industrial power to produce them even more profitably and continue to push the brand further into the DIY market.

 

[mikebaker1129]

I experienced this on Friday, I was warranting an 1/4 dr 84 tooth and he tried to give me a 3/8 flex head. He said he is not allowed to swap for a new one. I just st wanted mine repaired,which is what happened after another more intelligent person came over and helped me.
He fixed mine an hour later.

 

[zendriver]

Who knows?

Maybe they get 10 "customers" a day, who bring in their garage sale/ebay finds for new warranty replacements.

They probably give a hard time, as well, to those who shoplift garments, then want to return them for cash.

It's no secret, Sears is on the rocks, so maybe they are in no hurry, to give stuff, they could actually be selling, away.

 

[dogdog]

If sears is indeed instating this policy... I would be disappointed. though I haven't warranty any of their tools except that screw driver set (cheap POS ended up returning) for more than 10 years. But they are not doing anything different than others like your favorite POS tool company ChannelLock is doing... So why are you bashing them so hard, just because they don't sell all Made in the USA tools ?

 

[Richard Cranium]

I would go and pick up a tool off the shelf and tell them to read it to see what they say.

 

[matt_m]

deleted

 

[Bill Ramsey]

I would go and pick up a tool off the shelf and tell them to read it to see what they say.

I'll be interested to see if the current packaging still carries this wording, "If this Craftsman hand tool ever fails to provide complete satisfaction, return it to any Sears Craftsman outlet in the United States for free replacement." That doesn't say return for a phone number you can call, or for a card you can fill out, it says for free replacement.

I'm pretty much in the same practice as chrisnazzy - I've long since retired my clunky low-tooth-count RP ratchets, but still have a complete selection of Craftsman sockets that see regular use. And the few I've broken get replaced with vintage USA from pawn shops. If nothing else, my OCD won't let Chinese Craftsman into my box, thank you.

 

[Mrmontebuilder]

A buddy at the shop I used to work at had a similar experience at Sears on Cottman Ave in Philadelphia recently. Had a broken allen bit from a set and they wanted the whole set back and when he went back with it they then asked for a receipt. He hit the roof and manager said he would do a one time goodwill exchange for him. This was after pointing out the warranty clearly printed on the package they had on the shelf.

Both Kmarts closest to me in Bensalem and Featerville are done in April and August respectively. Sad to see them go and I am guessing the Sears close by are soon to follow since neither has a single TV and the few remaining electronic items are almost all on clearance now.

 

[Firebrick43]

Craftsman to pear heads, even USA ones were only fit for the trash barrel. They slip and bust your knuckles. Take them apart and nothing is broken, they to it just to hear you cuss I think and are an implement of the devil.

The old round heads were good however.

 

[zendriver]

This is just another attempt by Sears to stop hemorrhaging money. While they may save a few pennies by not swapping out warranty items, they are running off customers. In the end, another reason Sears will be one in short order

From the sound's of this site, most do their Cman shopping on ebay, swap meets and garage sales, which in the end (no pun intended), gives Sears less money to hemorrhage.

Giving brand new tools away for free, likely does not help them at all.

 

[Davediesel]

Has anyone else experienced this?

I know Sears is really putting the Craftsman line in the crapper but this poor customer service will surely kill it. Because we all know that Harbor Freight will of course honor their lifetime warranty out of store inventory.

Recently, I took my 1/4" drive to Sears because the socket retention ball was broken. The salesman looked at the ratchet and said: Man, this is USA made, I can't replace this, so I asked him if they would do a rebuild for me. 30 mins later I walked out with a "new", rebuilt USA 1/4" drive.

 

[Bill Ramsey]

I'll be interested to see if the current packaging still carries this wording, "If this Craftsman hand tool ever fails to provide complete satisfaction, return it to any Sears Craftsman outlet in the United States for free replacement."

Well I answered my own question. It does appear the Craftsman warranty has changed (at least for some of their tools). Yesterday I stopped in a local Sears (that is closing in a few weeks) just to see what was left (very little). They had some Chinese socket sets and this was molded into the back of the case:

"If this Craftsman hand tool ever fails to provide complete satisfaction, it will be repaired or replaced free of charge. For warranty coverage details to obtain free repair or replacement, visit the website: www.craftsman.com"

This is just one example that I observed on a socket set. It may not represent the warranty as printed on all current products.

I guess the only question now is whether they would honor the warranty in the store if you had your original packaging with the older, "...return it to any Sears Craftsman outlet...for free replacement" warranty wording? I know most wouldn't have that, but I can think of two items in my garage stored in their original packaging with that original wording.

 

[Madrona]

I took my broken 1/2" drive Made in USA ratchet into Sears in the last year and they tried to do an exchange with a China job that was smaller both in the handle as well as the head, with the handle almost feeling sharp. I said "no way, that's not even the same product" but the model number was. They repaired mine for me and I was very glad to have it back.

After looking around at their tools, I will never buy Craftsman again. It's turned into complete garbage.

 

[7avalon7]

I was at Sears a few days ago picking up my online order. I saw this guy turning in two broken ratchets, and they gave him two new ones.

 

[7th Kahuna]

"If this Craftsman hand tool ever fails to provide complete satisfaction, it will be repaired or replaced free of charge. For warranty coverage details to obtain free repair or replacement, visit the website: www.craftsman.com".

I don't know how old that packaging was, but it makes a bit of sense. With Craftsman having been sold, the warranty resolution process will necessarily be changing and referring folks to the website rather than a Sears store makes sense. I didn't look to see if the website said 'take to your local store', but that may not be true next week or in five years. In five years, you may be able to exchange it by drone, free of charge, from the Stanley Dept at the local Amazon fulfillment center.

 

[jumbojak]

I don't know how old that packaging was, but it makes a bit of sense. With Craftsman having been sold, the warranty resolution process will necessarily be changing and referring folks to the website rather than a Sears store makes sense. I didn't look to see if the website said 'take to your local store', but that may not be true next week or in five years. In five years, you may be able to exchange it by drone, free of charge, from the Stanley Dept at the local Amazon fulfillment center.

I just looked at the website and it said that hand tools with the "full warranty" required a receipt. Maybe there was another listing on the page for older hand tools but I didn't read the whole thing. Doesn't surprise me.

 

[wasabiboys]

my local sears gives you a rebuilt ratchet. If this mail away stuff is true wow that would ****.

 

[Brownsfan]

If this is actually true. I really don't have an issue. How do you have to warranty Gearwrench or SK or Snap On if you don't have a driver or one that won't warranty stuff. That's right you send it back. If this is actually true or may be a sign of things to come with the Stanley. With Sears gone (all signs point to it) then how else would warranty be handled? Maybe this will put a stop to all the bought at a garage sale rusty POS tools being swapped for new .

 

[reader2580]

Craftsman.com still says to return hand tools to the retailer for replacement. I see nothing different than what the warranty has said for some time.

 

[M_George]

Yard sale rusty junk. Realistically, I wouldn't blame Sears for not warranting that level of abuse and neglect. I wouldn't even consider taking a tool like that in in the first place. Actions like that just forces Sears hand in tightening down which effects the rest of us that take care of our tools.

 

[bigredmf]

A few years ago I was talking to some customers who make tools. They mentioned they were competitive when quoting Sears until the warranty requirement came up.

As a condition of obtaining the business they were required to meet Craftsman's previous warranty replacements. Yes they needed to warranty tools manufactured by others.

I stated this before here and was flamed so feel free to flame away!

So unless he was lying there was minimal cost to Sears when they supplied warranty replacements.

Red




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[PFSard]

Yard sale rusty junk. Realistically, I wouldn't blame Sears for not warranting that level of abuse and neglect. I wouldn't even consider taking a tool like that in in the first place. Actions like that just forces Sears hand in tightening down which effects the rest of us that take care of our tools.

I'm not one of those people who do this.

But when Sears started selling the Craftsman brand in 1927, the powers-that-be wrote the warranty. I would find it interesting to have insight into the conversations that took place in arriving at this statement. I would speculate that they were trying to take significant amounts of business from competitors.

https://en.wikipedia.org/wiki/Craftsman_(tools)#Warranty

Below is from the Wikipedia article ::

The full text of the warranty is as follows:

If for any reason your Craftsman hand tool ever fails to provide complete satisfaction, return it to any Sears store or other Craftsman outlet in the United States for free repair or replacement. This warranty gives you specific legal rights and you may also have other rights which vary from state to state.[

 

[7th Kahuna]

I stated this before here and was flamed so feel free to flame away!

People hold on to the truths that reinforce their understanding of the world. Unfortunately, most of us are generally clueless. Myself included. Based upon a limited knowledge of some of HomeDepot's supplier agreements, I wouldn't be surprised if they operated the same way. Big companies have a lot a power in the marketplace. You're going to do it their way or you're out the door because someone else will. Let's face it, is it any worse than telling a supplier that they have to take back a weedeater that their customer used once and returned because they weren't going to need it again? Rubbermade was forced into bankruptcy as a result of wanting a contract so bad it put itself in jeopardy. When that national retailer demanded even more, they couldn't do it. Of course, from HomeDepot's perspective, if Sears is doing it and they aren't, that's putting them at a disadvantage in a market where pennies count.

Now, Stanley, assuming they will make the tools themselves, would be well advised to make the warranty process as simple as possible, even for the older Craftsman tools. What's the point in buying the name if you leave its remaining attributes at the curb. Ease of exchange is one of those attributes. Just the same, I'm not holding my breath.

I wonder if they will maintain the entire breadth of the Craftsman line or if they will stick to hand tools and let the power tools go or worse yet license the name to anyone who will pay the price.

 

[cliftonbros89]

I haven't read everyone's replies. However, I just went to Sears last week. I personally quit buying anything from there a few years ago. However, there were a few Craftsman tools my dad needed warrantied.

This Sears has almost been emptied. There's empty shelves everywhere. What's left is spread out to make it look like they still have stuff. The guy who offered to help me had only worked there 2 days. So he needed help too. I had some hex sockets of my dad's to warranty so I just took in the whole set cuz it's what I had to do before. But luckily they just gave me single sockets. He also have a USA 84T ratchet that needed a repair kit. Neither guy helping me had ever seen that ratchet before. I told them I wanted a repair kit. So after going back and forth one of them finally went to the back to get a repair kit. By some miracle they came back with a new repair kit installed in it. Thank goodness. The one guy wanted to warranty it for a piece of **** raised panel ratchet.

Long story short. Sears is just an absolute mess. The reason none of the employees know anything is cuz they can't last and they get rid of them. It's a disaster of a place. Yet that was still one of my better experiences at Sears.

 

[zendriver]

I'm not one of those people who do this.



But when Sears started selling the Craftsman brand in 1927, the powers-that-be wrote the warranty. I would find it interesting to have insight into the conversations that took place in arriving at this statement. I would speculate that they were trying to take significant amounts of business from competitors.



https://en.wikipedia.org/wiki/Craftsman_(tools)#Warranty



Below is from the Wikipedia article ::



The full text of the warranty is as follows:



If for any reason your Craftsman hand tool ever fails to provide complete satisfaction, return it to any Sears store or other Craftsman outlet in the United States for free repair or replacement. This warranty gives you specific legal rights and you may also have other rights which vary from state to state.[

I'm not a mind reader (especially for those who are dead) but I'll garner a couple of guesses on what they were thinking.

1. People who will buy their tools, will actually use them, versus obsessing over and polishing them, rushing them back to the store, for a free replacement, the very second, The tool gets a nick or a tiny piece of chrome chips off.

2. People will actually buy craftsman tools, from Sears, versus scouring every Swapmeet garage sale and estate auction, scarfing up every two with a craft a name on it rushing it back to the store, for a free replacement.

People may not like the Frankenstein's monster that is Sears, but it is the one that we created.


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[tomwil]

But when Sears started selling the Craftsman brand in 1927, the powers-that-be wrote the warranty. I would find it interesting to have insight into the conversations that took place in arriving at this statement. I would speculate that they were trying to take significant amounts of business from competitors.

The big difference between 1927 and 2017 is honesty. Most people today are dishonest.

The policies of 1927 would be a total disaster in 2017.