OK ... Sears just pissed me off ...

[ImportTuner]

The local Sears just pissed me off. I took a plier and a 1/4" extension back for warranty replacement ... the chrome on the plier is peeling and cut my hand yesterday and the chrome plating on the extension is coming off. The store associate said they will replace only if it is broken... manager at the tool department agreed with him... so, what am I suppose to do, break the damm tool?

 

[vjquan]

Go to another Sears. Doesn't the warranty state something about complete satisfaction?

 

[Junkman]

Tell them that your family will file a wrongful death lawsuit against them if you die from an infection that was caused by the flaking chrome. Chrome is toxic to the body, and if you get a piece of it embedded under the skin, there can be a bad reaction. This is why Snap-On always replaces tools with flaking chrome, with no questions asked.

 

[Deafautotech]

Tell them that your family will file a wrongful death lawsuit against them if you die from an infection that was caused by the flaking chrome. Chrome is toxic to the body, and if you get a piece of it embedded under the skin, there can be a bad reaction. This is why Snap-On always replaces tools with flaking chrome, with no questions asked.

correct!!!!

 

[Blacknwhitepit]

I had a similar run in. I ended up talking with the assistant store manager who would not agree to an exchange, and the store manager was out. They did nothing for me.

I ended up taking my broken tool to another Sears, where it was immediately replaced.

It seems like some Sears are definetely better than others for tool exchanges.

Shouldn't have to be like that though....

-BWP

 

[jay50]

The local Sears just pissed me off. I took a plier and a 1/4" extension back for warranty replacement ... the chrome on the plier is peeling and cut my hand yesterday and the chrome plating on the extension is coming off. The store associate said they will replace only if it is broken... manager at the tool department agreed with him... so, what am I suppose to do, break the damm tool?

Are you expecting anything better from Sears?

 

[wilbilt]

All of the Sears stores around here are like that.

Of course, Snap-On wouldn't replace my wrench due to chipping chrome, either.

Tool warranties = BS in my experience.

 

[RAYJAY]

Tell them that your family will file a wrongful death lawsuit against them if you die from an infection that was caused by the flaking chrome. Chrome is toxic to the body, and if you get a piece of it embedded under the skin, there can be a bad reaction. This is why Snap-On always replaces tools with flaking chrome, with no questions asked.

SNAP ON REPLACES TOOLS......... NOT HERE THEY DON'T...........

 

[PoorOwner]

I replaced my flaking chrome ratchet no problem
the goof balls behind the counters don't care?? go to another one, grab the replacement then bring both up front so they don't have to do any more work.

 

[jay50]

All of the Sears stores around here are like that.

Of course, Snap-On wouldn't replace my wrench due to chipping chrome, either.

Tool warranties = BS in my experience.

Chipping chrome= fair wear and tear= not a warranty item

 

[Junkman]

Chipping chrome= fair wear and tear= not a warranty item

Chipping chrome is not considered wear and tear. It is considered a defect in materials. I have lots of tools that have worn chrome on them, but no chipping. I have one new tool that has chipped chrome, and it was used only once. The chrome chipped off the end of the wrench. Clearly it is a manufacturing defect, not to be confused with wear and tear. The real problem is that exchanges of tools cut into the profit margins of the store, and some managers, in an effort to keep the margins high, will decline to make warranty adjustments, even if they are warranted. Sears has allowed the individual store managers the right to interpret warranty claims, and hasn't set a uniform standard that they must follow. In the past, they didn't allow this type of control on a local basis, and all stores had to play by the same rules. Back then, store managers were paid without regard to store performance. Now, the store managers pay is based on store profit performance, so there is an incentive for the store not to take back items under the warranty.

 

[billymade]

Sorry, to hear they were not helping you; I would call Sears Customer Relations to get some satisfaction!

Customer Relations Hotline:
1-800-549-4505

Email us your questions, comments and experiences
or send a letter to:
http://www.sears.com/shc/s/nb_10153_12608_NB_CSeMail?refLink=relations&adCell=A4

Sears National Customer Relations
3333 Beverly Road
Hoffman Estates, IL 60179

I don't think the catalog is much help but the number is: 1-800-377-7414

The sears warranty is a satisfaction based one and it doesn't actually state that the tool be actually "broken" and you can read that from the statement below!

Here is a overall warranty statement directly from the craftsman website:

CRAFTSMAN® mechanics tools and CRAFTSMAN® hand tools have a Lifetime Warranty… they are guaranteed forever …unconditionally, no questions asked. If one should ever fail to give you complete satisfaction, Sears will replace it, free of charge.*

Replacement:
A proof of purchase is not necessary to replace a tool. All that is necessary is that the "Craftsman" name is stamped on the tool. A 5 digit number located on the tool is required.

Important:
We provide repair kits for ratchets. Ratchet handles that are broken or bent are covered by the Craftsman lifetime warranty.


*CRAFTSMAN mechanics tools & CRAFTSMAN hand tools include: Sockets, Wrenches, Wrench sets, Hex wrenches, Ratchet wrench handles, Micro adjustable torque wrenches ( not including calibration), Pipe wrenches, Hammers, Screwdrivers, Pliers, Cutters, Scroll and Metal saws (except saw blades), Hand drills, Hand saws, Squares, Levels, Drift punch and drive punch sets, Shears are covered by the Craftsman lifetime warranty.

Craftsman Tools not covered by the lifetime warranty include: Micro-adjustable torque wrench calibration, Hand tools cutting edges, Portable electric tools, Bench and Stationary tools, Battery operated tools, Precision measuring tools.

The following brand name tools are not covered by the Craftsman warranty: Companion, Estwing, Fuller, Grey & Footprint, Stanley, DeWalt, Skil, Bosch, Delta, Makita, Black and Decker.

 

[ImportTuner]

http://www.sears.com/shc/s/nb_10153_12608_NB_CSeMail?refLink=relations&adCell=A4

Here is a overall warranty statement directly from the craftsman website:

CRAFTSMAN® mechanics tools and CRAFTSMAN® hand tools have a Lifetime Warranty… they are guaranteed forever …unconditionally, no questions asked. If one should ever fail to give you complete satisfaction, Sears will replace it, free of charge.*

Replacement:
A proof of purchase is not necessary to replace a tool. All that is necessary is that the "Craftsman" name is stamped on the tool. A 5 digit number located on the tool is required.

Important:
We provide repair kits for ratchets. Ratchet handles that are broken or bent are covered by the Craftsman lifetime warranty.


*CRAFTSMAN mechanics tools & CRAFTSMAN hand tools include: Sockets, Wrenches, Wrench sets, Hex wrenches, Ratchet wrench handles, Micro adjustable torque wrenches ( not including calibration), Pipe wrenches, Hammers, Screwdrivers, Pliers, Cutters, Scroll and Metal saws (except saw blades), Hand drills, Hand saws, Squares, Levels, Drift punch and drive punch sets, Shears are covered by the Craftsman lifetime warranty.

Craftsman Tools not covered by the lifetime warranty include: Micro-adjustable torque wrench calibration, Hand tools cutting edges, Portable electric tools, Bench and Stationary tools, Battery operated tools, Precision measuring tools.

The following brand name tools are not covered by the Craftsman warranty: Companion, Estwing, Fuller, Grey & Footprint, Stanley, DeWalt, Skil, Bosch, Delta, Makita, Black and Decker.

Thanks .... just shot off a message via the website .... and Sears wants me to buy more Craftsman tools .... I think not ...

 

[MAD]

Here is a overall warranty statement directly from the craftsman website:

CRAFTSMAN® mechanics tools and CRAFTSMAN® hand tools have a Lifetime Warranty… they are guaranteed forever …unconditionally, no questions asked. If one should ever fail to give you complete satisfaction, Sears will replace it, free of charge.*

Replacement:
A proof of purchase is not necessary to replace a tool. All that is necessary is that the "Craftsman" name is stamped on the tool. A 5 digit number located on the tool is required.

Important:
We provide repair kits for ratchets. Ratchet handles that are broken or bent are covered by the Craftsman lifetime warranty.


*CRAFTSMAN mechanics tools & CRAFTSMAN hand tools include: Sockets, Wrenches, Wrench sets, Hex wrenches, Ratchet wrench handles, Micro adjustable torque wrenches ( not including calibration), Pipe wrenches, Hammers, Screwdrivers, Pliers, Cutters, Scroll and Metal saws (except saw blades), Hand drills, Hand saws, Squares, Levels, Drift punch and drive punch sets, Shears are covered by the Craftsman lifetime warranty.

Craftsman Tools not covered by the lifetime warranty include: Micro-adjustable torque wrench calibration, Hand tools cutting edges, Portable electric tools, Bench and Stationary tools, Battery operated tools, Precision measuring tools.

The following brand name tools are not covered by the Craftsman warranty: Companion, Estwing, Fuller, Grey & Footprint, Stanley, DeWalt, Skil, Bosch, Delta, Makita, Black and Decker.

Please provide a link to this statement on the U.S. Sears website. I have only seen this clear statement of warranty terms on the Sears Canada site.
http://www.sears.ca/gp/browse.html?ie=UTF8&node=16395391&no=16395391&searsBrand=core&me=A10FHFRJZ0GJG3

 

[billymade]

I found this awhile back but I haven't been able to find it since then, sorry!
I did look in the back of the latest catalog and the warranty is as follows:

Craftsman Hand Tools are Guaranteed Forever
If any Craftsman hand tool ever fails to give complete satisfaction, return it to Sears 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.
Other Craftsman Tools covered by limited warranties
If you'd like a free copy of the warranty before you order, state the catalog item number, page number and a description of the item.
Non-Industrial-rated products are not warranted for commercial use.
Lifetime warranties
A lifetime warranty cover the length of time you own the product
Mail requests to:
Sears Power and Hand Tools Catalog
Customer Service/Warranties
PO Box 9145
Des Moines, IA 50306-9145

There have been times when the warranty was "thought" to be something and after emailing customer relations, I found out that reality was something different. Most customers have been able to resolve their problems through customer relations and even brought back the emailed responses to the store; it shouldn't be this way but sometimes customers that don't get help have to take that next "extra" step. Management would approve the replacement after seeing the emailed response on the spot and the situation was resolved. Managers in the past, have taken the customers name and phone # and done this research for them by contacting the Sears support division but many managers do not want to take the time to do this and the customer, calling the customer relations number is a faster way of getting the issue resolved; we have had to research some items that are no longer made to figure out a credit amount (given generally with a sears gift card) or what would be a "equivalent" replacement item. As mentioned before, associates and the managers aren't always as responsive as they should be. Many "associates" just do not know what the real policy is; the returns are hitting the manager in the "pocketbook" I believe is a real issue; I do know they have quotas on the rebuilt ratchets vs. giving a new one as a warranty return. If the quotas are beyond the #'s that corporate is setting as the bar; beyond that # is going to negatively impact the stores #'s and possible penalties would result. I for one, didn't know that Companion tools had a warranty; turns out after I emailed customer relations, they told me that they have a 1 year warranty. Unfortunately, with that one year warranty you have to "prove" when you purchased the item and that generally requires a receipt; most people don't keep theirs. Many customers get angry and do not get their warranty issues resolved because they cannot prove when they purchased the item; this happens most often with the battery operated power tools. Ironically, enough I don't see much of the Companion line hand tools come back for warranty replacements; whether people just throw the stuff away because they are unaware that they have a warranty or because they don't break, I don't know! Anyway, I think if you want a quick and timely response to your problem with a Craftsman warranty issue; the best thing is to call Sears Customer Relations. As far as I know, Customer relations responses over rule what a local stores management or associates may have told you. I hope this helps!

 

[dxdexter]

Chipping chrome= fair wear and tear= not a warranty item

Flaking chrome that may cut or cause injury is typically a warranty issue with most reputable tool companies. I had half a set (22mm to 32mm) of Gray Canada metric combination wrenches replaced for just such a reason. I had even stripped the chrome off two of them with a wire brush in order to protect my hands and they still gave me a new one.

 

[Jay H 237]

I replaced my flaking chrome ratchet no problem
the goof balls behind the counters don't care?? go to another one, grab the replacement then bring both up front so they don't have to do any more work.

BINGO!

I had to do that at a Sears hardware store that used to be 5 mins from where I work. They wouldn't warranty **** unless you brought the replacements up to the counter. After I figured that out I had no problems as they never questioned the bad tools. I guess they were just to damn lazy to look for the identical tool to replace. I bought several large beat up Craftsman screwdrivers at a garage sale near me and got all of them exchanged at once with no questions since I pulled the new ones off the rack and carried them to the register.

The Sears at the mall near me will exchange stuff themselves. Just depends on the Sears and the actual person you get too. It's no different than truck dealer either as you can get some good ones and bad ones.

 

[Danglerb]

Craftsman pro screwdrivers haven't impressed me so far. First use of the 1/4" long handle blade and I made about one full turn on the screw before the tip slipped out. Trying again each time it immediately slipped out, so I checked the tip and it was twisted. Third screw into hanging a set of miniblinds the P1 was showing wear at the tip.

Sears replaced both without comment or fuss. I just hope they all aren't soft tipped.

Big return coming soon, 145 pc socket set must have more than a dozen sockets with defects in the chrome.

******************

Not replacing flaking chrome is TOTAL BS.

Injury hazard.
Contamination hazard. (one flake in the engine internals could make a lot of trouble.)

 

[jimvannoy]

I always go find the tool that I want swapped and bring them both to the counter. Never had any problems.

 

[Danglerb]

I always go find the tool that I want swapped and bring them both to the counter. Never had any problems.

To avoid any confusion I like to "check in" at the counter first, especially since the tools were almost brand new with just the defect to the tip.

 

[billymade]

I concur; the smallest sizes in the Craftsman Pro Line are not very good IMHO (the smallest regular tip gets warranted quite a bit) but the #2 Phillips and larger regular tips seem the best that Craftsman makes; are there better screwdrivers out there? Yes! If your sick of Craftsman; look elsewhere! The screwdrivers I enjoy using are my Snap-On; my Kraut (German) drivers...Wiha/Wera! Overall, we see less of the Pro drivers coming back for warranty replacements then the standard clear handled line.

 

[Jay H 237]

Craftsman pro screwdrivers haven't impressed me so far. First use of the 1/4" long handle blade and I made about one full turn on the screw before the tip slipped out. Trying again each time it immediately slipped out, so I checked the tip and it was twisted. Third screw into hanging a set of miniblinds the P1 was showing wear at the tip.

****! I hope they're all not like that either! I just bought a complete set of those last month. I have 2 sets of the standard handle Cmans that I have been happy with and gotten great use out of (home mechanic) but the Pro set intrigued me and I decided to get them finally. I haven't had a chance to use them yet but I do like the feel of the handles so far when I opened them up to look at them.

 

[64merc]

I've had my share of bad experiences at Sears too, so my advice would be to just try and exchange them at a different store. This usually works since there are many associates who don't care either way. Now, if there isn't another one close by or they also shoot you down, then it is time to escalate matters. I would normally ask for a manager and then argue until they give in, but I might try the customer relations number next time.

Man, Sears pisses me off so bad sometimes but somehow I still keep going back when there are good deals. I get mad at myself every time.

 

[rsanter]

sears *****
if it aint a screaming deal I wont bother to give them any money

so how long do you think they can hold out untill their name is completly ****

bob

 

[ImportTuner]

Well, I got a reply from my website submission .. still kinda pissed tho .. but somewhat pacified ...

Dear XXXXXXXXX,

Thank you for your recent e-mail correspondence regarding this
experience.

We have forwarded your e-mail to the manager of the store so that this
issue may be addressed. Please be assured that we sincerely apologize for the
inconvenience you experienced with the store not exchanging the pliers
and the extension.

By sharing your concerns, you have enabled us to address the issues and
provide feedback to the appropriate person. Truly, your remarks provide
forthright feedback that will enable Sears to achieve excellence in everything we do.

We appreciate your business, and value you as a Sears customer. We
certainly hope you will continue to make Sears your choice for quality and value.

Again, we thank you for taking the time to contact our office with your concern.

Sincerely,



Chris I.
Sears Holdings Corporation

 

[billymade]

Please keep us posted, whether this issue gets resolved for you; I have generally have had good luck with Customer Relations working things out for people! Corporate tends to be more responsive then local stores IMHO. Calling on the phone is also a good idea as you are talking to a "human" and they may able to be more "active" in getting something done. Good luck!

 

[VDubJoe]

The local sears by me could care less whats wrong with it. Just carry something to the casher that looks close and they say thanks.
Joe H

 

[Merkava_4]

I got a brand new FLF936 replaced for chrome peel; you mean Sears doesn't warranty for chrome peel anymore? Ha Ha Ha ... I'm lovin' it! Sears is going down the drain!

 

[Thumper]

The closest Sears to me has got everthing locked behind plexiglass doors so you HAVE to wait on them to get it ! I guess they were having a "theft" problem.......

 

[Merkava_4]

I guess they were having a "theft" problem.......

Who the hell would want to steal the dang ****?!!?

 

[Thumper]

Who the hell would want to steal the dang ****?!!?

LMAO...........beats the hell outta me !!!!!! lol

 

[PoorOwner]

It doesn't help that someone somehow aquired all the broken ratchets and selling it on Ebay. Sears have to tighten all the guidelines for us who actually use the tools

 

[PoorOwner]

I got a brand new FLF936 replaced for chrome peel; you mean Sears doesn't warranty for chrome peel anymore? Ha Ha Ha ... I'm lovin' it! Sears is going down the drain!

Really? This topic gets you all excited huh, as far as I am concerned, Sears is going not down the drain it's in the sewer already...

 

[billymade]

I agree with all sentiments expressed... Merkava_4 how do you get your Snap-On guy to warranty peeled chrome tools? I ended up sanding down some of my ratchets because they wouldn't replace mine; of course I don't owe him 10k or pay him $50 a week!
Can I send you all my Snap-on chrome peeled tools and you get them replaced for me?

 

[SpiderGearsMan]

eddie lampert may be closing the doors soon
people get all whiney about 4.99 pliers

 

[Merkava_4]

Really? This topic gets you all excited huh, as far as I am concerned, Sears is going not down the drain it's in the sewer already...

I just have no use for Sears or the way they market their tools.

A tool is not supposed be medium to low quality at a bargain; it's supposed to be high quality and expensive because it costs money to make a high quality tool. You're supposed to work hard for the high cost of buying the high quality tool and when you do, you're proud of yourself for earning the money to pay for the tool and you feel well assured that you spent the money wisely. That's what it's all about.

 

[SpiderGearsMan]

yeah , but when you invested all the money you should have put into your retirement account - into your tool box , and the industry dies ... you love the resale value of snap on tools - take notes kids , cause we are on the skids !!!!!

 

[PoorOwner]

yeah , but when you invested all the money you should have put into your retirement account - into your tool box , and the industry dies ... you love the resale value of snap on tools - take notes kids , cause we are on the skids !!!!!

I would rather invest money into retirement funds.. I would rather pick out what works well from Sears and have extra money for other stuff, a nicer car, vacation etc.

Resale value of Snap on tools, 30 years later what will be the resale value of TODAY'S snap on tools..? chances are they will have flank drive XI and sockets with built-in LEDs and, ratchet that flies that torque everything for you...

 

[Fedwrench]

It's sad to see that Sears has become the store that people love to hate. What was once an American innstitution, where America shops, and most people's tool, battery, appliance, and tire shopping destination draws so many complaints. Are we expecting too much from Sears? Has American manufacturing standards slipped? Are they cutting corners wherever possible to stay afloat from all of those $5 coupons abused last year?
I don't know. I still like Sears. I guess it's that loyalty thing. Anyway, I know people have horror stories about customer service from Sears. I also know that people buy Craftsman tools just to beat the hell out of them, knowing that they can get a replacement for their broken and abused tool. I don't think you can buy US made tools with an easy to use warranty as cheaply anywhere else. Nobody's tools are perfect and yes, Sears can do better in some areas. However, I think we are expecting too much from a clerk that doesn't make much over minimum wage and too high a level of perfection in moderately priced mass produced tools.

 

[PoorOwner]

Sears fired their CEO earlier this year and is in the process of restructuring.

http://www.marketwatch.com/news/sto...x?guid={1DA8DD95-7151-47F8-951E-78D313126CC8}