Never again Sears

[Fender1325]

Brace yourself.....a Sears rant.

I'll try to keep this as concise as possible. I bought a drill, with an extended warranty. 1.5 years later it quit. I couldnt find the receipt, and nobody at the store was willing to try and help, and customer service on the phone couldnt locate it either. LUCKILY, I found an electronic receipt I opted for during the purchase, in my email.

I figured surely now, with receipt in hand displaying extended warranty I would get a no questions asked replacement right there in the store.

I drove to sears. I was handed a pamphlet with a phone number to call. Sears will cover it alright. After you mail it to them and they inspect it themselves. Then if they agree you're telling the truth, they'll send you a giftcard so you can buy another!

So I'm emailed a prepaid shipping label. Of course my printer doesnt work. I drive to UPS, have to buy a box and pay to print the shipping label.

I'm doing all this ******** and I realize, I paid ADDITIONAL money for coverage, and here I am, going through the trouble of returning a defective item, and that should be SEARS's PROBLEM. A paid employee should handle that. I should get a drill put in my hand and back on my merry way.

I know theyre chinese, and not what they used to be....but thats it. **** Sears. I will never purchase a single tool from them again.

 

[paranoid56]

other then them not taking it in person none of the rest seems bad. they paid for the postage. you find a box laying around the house and print it. if the printer doesnt work take it to work to print lol

 

[Fender1325]

Its ********. You pay for an extended warranty on a product that they have boxes and boxes of sitting on the shelf and you have to go around the world just to swap it out.

 

[FigureItOut]

Hmm, sounds exactly like the warranty process for every other power tool on the market.

 

[Super Sport]

Hey look, another thread! Was the first not generating enough attention?

The title should be: The joys of extended warranties.

You bought a warranty that explained the process of going about a claim. You didn't read or understand it, wasted your time because you didn't read or understand it, and now you're here on GJ complaining in multiple threads.

 

[Fender1325]

I admit I didnt read deeply into an extended warranty, and I guess I could see this at Lowes, a business that stocks all the various brands and products under one roof to sell. But this is Sears. They sell their own ****. They cant handle it in house?!! I mean the damn drills were sitting right there in the box!

 

[Fender1325]

FWIW, I've worked several retail jobs over the years. If somebody ever returned a defective unit, it was our job to fill out some paperwork, and bring it to the warehouse where shipping and receiving would handle the rest.

 

[gdocktor3]

Send craftsman/Sears an email stating everything you've said in both posts. Sometimes stuff like that hits the desk of the appropriate employee.

 

[Fender1325]

Tried to. The only options are twofold (of which I've done both): Fill out a survey, and chat with an online employee. The online employee was of no help.

Its done and overwith. I just had to vent, and perhaps help someone making a decision on who to buy from.

I mean, whats somebody supposed to do who depends on this stuff for a living? You basically have to buy another just to hold you over until you get your replacement. Thats not right.

 

[Askme42]

Its ********. You pay for an extended warranty on a product that they have boxes and boxes of sitting on the shelf and you have to go around the world just to swap it out.

Overreact much?

 

[Fender1325]

Right. It makes more sense to take a defective drill to the store where they have new ones and have the employee tell you to call a hotline, arrange shipping, let somebody else deal with it, get a gift card 2 weeks later and drive back to sears to buy the replacement sitting on the shelf right there, where you're standing right now.

 

[notlob]

There's a fine line
between a rant and a whine

 

[Fender1325]

Thats beautiful. Is your poetry available on amazon?

 

[Buckgnarly]

skip to the last 30 seconds...2:30 mark to be specific

 

[kwschumm]

Ignoring who said what and what their policies are, Sears is in deep, deep trouble and crappy customer service and weasel wording on contracts isn't helping them retain customers. What could have saved a customer would be a no questions asked exchange (with proof of purchase, or by helping find proof of purchase) for a new drill on the spot. They can keep selling their real estate holdings (i.e. closed stores) for cash to stay solvent for another year or three but eventually they will go belly up. Then it will be good riddance to terrible management. I feel sorry for the employees though.

 

[finn]

So, tell me, was the extended warranty worth the price?

I personally never pay for them because I'd never be able to find the receipt, or a box, I hate driving to UPS, and my printer always breaks down.

Not opting to pay for the extended warranty makes like simpler.

By the way, Sears wasn't at fault for your printer failure.

 

[gdocktor3]

I mean, whats somebody supposed to do who depends on this stuff for a living? You basically have to buy another just to hold you over until you get your replacement. Thats not right.

Simple answer. Buy a professional brand of power tools. Dewalt, Milwaukee, Ridgid, Makita, Bosch, etc. Not an in house brand.

 

[Finky198]

I have one major rule with sears.. purchase Absolutely nothing with a power cord or batteries...

 

[Super Sport]

I mean, whats somebody supposed to do who depends on this stuff for a living? You basically have to buy another just to hold you over until you get your replacement. Thats not right.

What would you do if your Snap On tool broke and you don't have a driver? What about S-K? People who use these tools often do use them professionally, unlike the buyers of Craftsman power tools. Yet, you would have to mail them in (in your own box) and wait until a replacement arrives.

 

[Fender1325]

The point is Sears doesnt have drivers. They have brick and mortar stores. With employees. Stocked with replacements in house.

Sears used to have a reputation that they'd swap your broken tool no questions asked. Now its difficult to get a receipt reprinted, and then they make a big deal about an extended warranty.

If somebody pays you extra money to cover them then you should cover them right there on the spot. Its *** backwards

 

[Fender1325]

Hell, even harbor freight is easier to swap something out with an extended warranty. Go grab your new one and have a nice day. And their tools dont even cost as much as craftsman.

 

[anndel]

Sears used to have a great warranty program and if you bought an extended warranty, you were king. Brought the defective item without a receipt to a Sears store they check the serial number and walk out with a new one or something similar if discontinued. That's all before Kmart bought them out.

 

[c-moe_117]

I tried to warranty a tool box from them that I had for a year amd kept inside that had surface rust... was informed they don't cover rust.

 

[tarbellb]

You should buy a Ridgid tool and not submit the proper paper work, then rant when that doesnt work either.

 

[Super Sport]

The point is Sears doesnt have drivers. They have brick and mortar stores. With employees. Stocked with replacements in house.

Sears used to have a reputation that they'd swap your broken tool no questions asked. Now its difficult to get a receipt reprinted, and then they make a big deal about an extended warranty.

If somebody pays you extra money to cover them then you should cover them right there on the spot. Its *** backwards

S-K doesn't have drivers, and good luck getting S-O warrantied by a driver you don't buy from frequently (and even better luck tracking one down!) Yet here are these "professional" tools with a mail-in warranty. What I'm saying is that you're arguments here are rather unfounded, and you're just looking for reasons to ***** about Sears.

Sears never had a warranty on their power tools as you're describing, and years ago they sure as hell weren't looking your receipt up on their computers. You paid extra for a warranty that works the way it works, and now you're complaining because you didn't understand what you bought and think that it should work differently.

 

[Fender1325]

haha. classic.

I think its especially frustrating because here we are, guys who dont have a lot of money, we spend it on tools so we have the ability to build it ourselves, fix it ourselves etc. And when you get F'd over by who you bought a tool from its ten fold. Then you cant get your job done, whatever that may be. And I dont care about what brand it is. A warranty is a warranty, and if it wasnt the cheapest tool money could buy then it should serve you well.

I was raised using craftsman tools. They didnt use to be a joke. They werent for professionals, but they served the homeowner very well, year in and year out. I have a lot of craftsman thats older than me and Im 30. And Im talkin power tools. Its nothing new, no secret of the current state of affairs with them. Im just venting.

 

[DenisG]

Long story short, my weed whacker starter cord broke, including the wind up spring, so I use a socket on my drill and start it that way.

Well my craftsman c3 cordless went up in smoke today when I tried to start it. Drill is a little over a year old. I'll see if sears helps me out, (highly doubt it) and from there I'll see what I can get into. All the big brands arent what they used to be, but Im leaning towards starting with dewalt. Im sure as hell not spending $400 on a drill/driver kit.

Cordless drills aren't designed to be used to start 2-cycle engines.

 

[Fender1325]

You should buy a Ridgid tool and not submit the proper paper work, then rant when that doesnt work either.

Good one. Do you write material for Jeff Dunham?

 

[Fender1325]

S-K doesn't have drivers, and good luck getting S-O warrantied by a driver you don't buy from frequently (and even better luck tracking one down!) Yet here are these "professional" tools with a mail-in warranty. What I'm saying is that you're arguments here are rather unfounded, and you're just looking for reasons to ***** about Sears.

Sears never had a warranty on their power tools as you're describing, and years ago they sure as hell weren't looking your receipt up on their computers. You paid extra for a warranty that works the way it works, and now you're complaining because you didn't understand what you bought and think that it should work differently.

Im not looking for reasons to ***** about Sears. If I was, you'd see me posting about my floor jack being hard to release slowly or something like that.

 

[franzdom]

When you get a new printer be sure to opt for the extended warranty

 

[Fender1325]

When I get a new printer it wont be an epson, I'll tell you that much. holy ****!

 

[aka Larry]

OP, one thing I have learned on GJ, if you want to vent, and have people agree with you, this ain't the place. You could post that your car was stolen and someone on here would tell you it was your fault for even having one in the first place.

 

[Fender1325]

Lol. Im learning that too.

 

[gdocktor3]

While I agree the process is stupid, most warranties do not cover misuse or abuse. Especially electric/battery powered tools. Drills are not intended to start weedwackers. Misuse. Starting a small motor actually takes quite a bit of force/torque. Ever try turning the motor over by hand with out the pull cord assembly on? It's not easy. Taking an already underpowered drill and going full power to start that motor is really hard on that small electric unit. I think you should just stop adding fuel to the fire and be happy you're getting anything back from them. Ridgids new claim to fame is lifetime warranty on all cordless tools and even they have turned down many customers. Take the gift card and use it towards a new weedwacker instead of a drill.

 

[LB-1911]

haha. classic.

I think its especially frustrating because here we are, guys who dont have a lot of money, we spend it on tools so we have the ability to build it ourselves, fix it ourselves etc. And when you get F'd over by who you bought a tool from its ten fold. Then you cant get your job done, whatever that may be. And I dont care about what brand it is. A warranty is a warranty, and if it wasnt the cheapest tool money could buy then it should serve you well.

I was raised using craftsman tools. They didnt use to be a joke. They werent for professionals, but they served the homeowner very well, year in and year out. I have a lot of craftsman thats older than me and Im 30. And Im talkin power tools. Its nothing new, no secret of the current state of affairs with them. Im just venting.

It is apparent that using a 300 inch pound drill to start a weed wacker for the 3rd or 4th time was asking a little more of it than it could take.

Based on the photo this is what you have correct?
C3 19.2 Volt Drill and Impact Driver Combo Kit
Item # 00955233000P Model # 7286
http://www.sears.com/craftsman-c3-19.2-volt-drill-impact-combo-kit/p-00955233000P

 

[kwschumm]

I have one major rule with sears.. purchase Absolutely nothing with a power cord or batteries...

My rule with Sears is buy nothing from them that has moving parts. Not even pliers.

 

[d.mcfarland]

OP, one thing I have learned on GJ, if you want to vent, and have people agree with you, this ain't the place. You could post that your car was stolen and someone on here would tell you it was your fault for even having one in the first place.

So true. I would say that most of us here are just the devil's advocate type but if push came to shove we would help most anyone that we could.

 

[byoungblood]

Hmm, sounds exactly like the warranty process for every other power tool on the market.

As much of a profit center as those extended warranties are, it shouldn't be that much hassle, particularly when it is Sears's own brand.

Lesson to be learned for ANYONE buying an extended warranty on ANYTHING, make sure you get information on what the warranty covers and how it is handled before you buy. Most aren't hardly worth the paper they're printed on with all of the exclusions and **** you have to go through. I hated having to sell them when I worked in retail once upon a time because for most stuff they became a headache for us when someone came back in with something and wanted it replaced right then and there. Only a very few items (I think it was under a certain dollar amount) were replacements authorized without having to have a repair attempted first.

 

[2oolhound]

I'm not sure about sears but aren't extended warranties handled by 3rd party insurers? They often are.

I've always considered extended warranties to be upsell cash grabs. Factory gets order for 500,000 drills so they pump out 600,000. (100,000 is for warranties because there are no repair depots anymore). They expect to see 50,000 defective drills (10% failure rate) but they make a few extras just in case. (hypothetical numbers here)

Back at the store the sales ads brings in the consumers so now they upsell 20% more extended warranties plus 10% deluxe 3 year extended warranties for 10% and 15% of the sale price (conservative guesstimate). The average take by the store on each drill at sale price including the extra warranties is better than the original list price. They've upsold 30% extended warranties and only expect 10% defective units. What %age of those extra warranties will actually collect?

If you always buy extended warranties and add the costs of them up throughout your household you will see how much they actually have paid off over the years. The odds are you don't need them and on the products that failed you could have gone out and bought new current model new ones with the money you usually spend on extended warranties.

 

[Fender1325]

I can turn the nut on the weedwhacker by hand, its not as hard as you'd think. Just not fast enough. Think how hard you yank on the pull string. Not that hard. The drill just adds speed. I dont abuse my tools. I surely wont go buy a weedwhacker from sears. I'll use the card towards a dewalt and be out of there.