64 lane
Well-known member
Picked up a new mower in February. I had some gift cards and I wanted to take my 8 year old Craftsmen mower to my shop. Well, i didn't take it out of its box until last weekend. Gases it, oiled it, pulled it, and mowed with it.
About 10 minutes in I realized that it pulled a little to the left and was kind of hard to push. I lifted the drive wheels into the air and realized only the right wheel was turning. I pushed the left wheel in toward the mower and it would grab, but not really pull. I noticed that the nut on the left wheel wasn't on the axle but about 2 turns. Tried to tighten it, but it must have been crossed. Took it off and sure enough, the plastic drive teeth on the wheel are toast. I figured new mower, get it replaced.
Called Sears. The kid on the phone said to bring it in. They wouldn't replace it, but they would repair the broken parts. I asked if there would be a charge for the repair. Kid said no, " mower is covered for 1 year.".
Load it up, drive 45 minutes to Sears, go inside and talk to a manager. I let her know what the kid on the phone said. She said you only have 30 days for replacement. I showed her the bolt on the wheel. I told her that I would wait on the repairs to be done. Est. (14 days). I thought no problem, I still have my old mower. She said I have a 2 year warranty on the motor only. She asked if I had purchased the extended warranty. $80 plus tax. She said she would make it good, but I needed to purchase an extended warranty. I said thanks but no thanks. I could replace the wheel at sears for $15. She said we will just replace your mower " but you really need to purchase the extended warranty."
Again I said "thank you". Out came a new mower. She helped me load it. And I was on my way.
1. She didn't have to replace the mower. ( but she did)
2. The mower does come with a 1 year warranty. You can buy 2 extra years, but they call it a 3 year warranty.
3. I never buy a warranty.
4. I think she was doing a good job trying to up sale a return.
My question. How would you have handled this?
About 10 minutes in I realized that it pulled a little to the left and was kind of hard to push. I lifted the drive wheels into the air and realized only the right wheel was turning. I pushed the left wheel in toward the mower and it would grab, but not really pull. I noticed that the nut on the left wheel wasn't on the axle but about 2 turns. Tried to tighten it, but it must have been crossed. Took it off and sure enough, the plastic drive teeth on the wheel are toast. I figured new mower, get it replaced.
Called Sears. The kid on the phone said to bring it in. They wouldn't replace it, but they would repair the broken parts. I asked if there would be a charge for the repair. Kid said no, " mower is covered for 1 year.".
Load it up, drive 45 minutes to Sears, go inside and talk to a manager. I let her know what the kid on the phone said. She said you only have 30 days for replacement. I showed her the bolt on the wheel. I told her that I would wait on the repairs to be done. Est. (14 days). I thought no problem, I still have my old mower. She said I have a 2 year warranty on the motor only. She asked if I had purchased the extended warranty. $80 plus tax. She said she would make it good, but I needed to purchase an extended warranty. I said thanks but no thanks. I could replace the wheel at sears for $15. She said we will just replace your mower " but you really need to purchase the extended warranty."
Again I said "thank you". Out came a new mower. She helped me load it. And I was on my way.
1. She didn't have to replace the mower. ( but she did)
2. The mower does come with a 1 year warranty. You can buy 2 extra years, but they call it a 3 year warranty.
3. I never buy a warranty.
4. I think she was doing a good job trying to up sale a return.
My question. How would you have handled this?
Sorry I could not resist as Sears is about the worst in their shyster HP claims.
