Sears can be so stupid sometimes

[NinetyTwoFifty]

Alright, a week after I emailed Sears back with my address, this comes in:

Good Morning Mr. B,

Thank you for your contact information but we are unable to order the part because a phone number is needed. We have to provide it to the United Parcel Service so they can have information about your delivery. If you would send a contact number I can use I would be more than happy to submit the information so they the tool can be sent to you.

I told them to forget it.

Why they couldn't have asked me for my phone number a week ago, I have no idea.

Why they are all of a sudden using UPS, I have no idea. All of the replacement tools they've shipped to me so far have been via USPS.

Here's what I do know: I WILL NOT BE BUYING ANOTHER CRAFTSMAN TOOL.

This has been dragging on for over FOUR months! All for one cheap breaker bar? Come on. Before all this happened I wanted a set of the new Craftsman premium ratchets. No way in hell now. If it's this hard to get a simple breaker bar replaced, how about a ratchet that none of the Sears stores around here even carry?

When I send a broken tool to Snap On it takes about a month to get a replacement. I'm fine with that.

When I send a broken tool to Proto it takes only a week to get the replacement. Even better.

So, Sears if you ever happen to come across this, realize that you have lost a customer. I'm sorry to say that, I really am.

 

[NWphotog]

Sell the ratchet for a profit and buy a new breaker....

Which ratchet was it? the 3/8?

x2. You actually came out way ahead and it sounds like if you answered the email you would get the breaker bar too. If that is your worst problem you are a lucky man!

 

[csmitty]

Yea, and email reply doesn't take to long. I agree frustrating none the less. I finally got a refund for the box I didn't pick up. Went round about with call center a few times. Twice they said it was done. Nope. Finally they told me the store had to do it. Instantly thought this is a lost cause. Amazingly the service manager knew exactly what he was doing had it done in 5 mins. Refund hit two days later. Restored a tad bit of faith in Sears. Granted none of the normal employee's would have had a clue what to do.

I've sent a ratchet to SO and got one a week later. Sent one to Cornwell took 2 weeks. The most recent Cornwell took 4 weeks. Haven't warrantied a Proto but since they're in town shouldn't take long.

 

[dirttracker18]

Alright, a week after I emailed Sears back with my address, this comes in:



I told them to forget it.

Why they couldn't have asked me for my phone number a week ago, I have no idea.

Why they are all of a sudden using UPS, I have no idea. All of the replacement tools they've shipped to me so far have been via USPS.

Here's what I do know: I WILL NOT BE BUYING ANOTHER CRAFTSMAN TOOL.

This has been dragging on for over FOUR months! All for one cheap breaker bar? Come on. Before all this happened I wanted a set of the new Craftsman premium ratchets. No way in hell now. If it's this hard to get a simple breaker bar replaced, how about a ratchet that none of the Sears stores around here even carry?

When I send a broken tool to Snap On it takes about a month to get a replacement. I'm fine with that.

When I send a broken tool to Proto it takes only a week to get the replacement. Even better.

So, Sears if you ever happen to come across this, realize that you have lost a customer. I'm sorry to say that, I really am.

While I totally understand your frustrations, it seems a little silly to not email them a phone number and get the tool

 

[NinetyTwoFifty]

While I totally understand your frustrations, it seems a little silly to not email them a phone number and get the tool

Maybe so, but I don't really care at this point. I'm tired of dealing with it.

 

[5lima30]

Our "Sears" is actually a K-Mart. Every time I enter the store it has always been a huge disappointment. None of the employees know anything about any products or where they are located in the store. I wouldn't be surprised if both Sears/ K-Mart winds up going belly up within about 18-24 months. Any business with their record of dreadful customer service will not last long IMHO.

 

[NinetyTwoFifty]

While I totally understand your frustrations, it seems a little silly to not email them a phone number and get the tool

I did forget to mention that I had already given them my number twice.

 

[fireguy]

What happened when you called Sears' Recall Hotline as directed in the recall notice?

This started in March, 2011.

The first person I talked to about the recall had no idea what an air compressor was, or a fire sprinkler system, or why it was important to me that I take care of MY customer. The only thing she cared about was not doing anything that would inconvience her in any way.

The second person told me the closest place that could take care of my problem was in Walla Walla Wa. I had to get the compressor there on my dime and time, then go back and get the repaired compressor.

the third person worked at Walla Walla. He was to check to see if the parts could be shipped direct to me. I am sure he did not lie, but after almost 3 months, I am beginning to wonder.

The 4th person admitted there was a Sears store here in town. I already knew that.

The 5th person works at the local Sears store. I gave him a copy of hte recall and he was to check about having the parts shipped direct to me. Results, see # 3 above.

Then I sent and e-mail to an address listed in another sears complaint. No results at all.

Then I made contact listed previosuly in this post. That contact resulted in a contact by a real person. But, I do not want to spend my money fixing something Sears should take care of . Somehow, I do not think I will be spending my money at Sears again.

 

[NinetyTwoFifty]

Somehow, I do not think I will be spending my money at Sears again.

So, I'm not the only one.

 

[pipsters]

I have a couple sockets that no local store can warranty. They were manufacturing defects. I was given a number to call, left two messages, and still a week later no call. Normally I am pretty open minded but I too am done buying tools from Sears - the only reason I did was cause of their warranty. When you can't warranty a brand new socket that won't stay attached to a ratchet or one that came cracked from the factory I start to get really upset and think I have been had. This coming from someone who has spent $3500 at Sears since Jan 1st 2011.

 

[chevy_cowboy]

I have a couple sockets that no local store can warranty. They were manufacturing defects. I was given a number to call, left two messages, and still a week later no call. Normally I am pretty open minded but I too am done buying tools from Sears - the only reason I did was cause of their warranty. When you can't warranty a brand new socket that won't stay attached to a ratchet or one that came cracked from the factory I start to get really upset and think I have been had. This coming from someone who has spent $3500 at Sears since Jan 1st 2011.

what's their reasoning for not warrantying the sockets? I've exchanged about $600 in tools at my local store in the last couple months, never given us any hassle about any of it except a screwholding screwdriver the store doesn't stock.

 

[Coolabah]

Yeah, 3/8 drive.

I already sold it, actually. To my father!

so....you didn't give it back to Sears straight away as it wasn't the right one ? And you still expect them to give you the "right" replacement AS WELL ???. What am I missing here guys ? A mistake is made , so you just keep the tool ( or , apparently , 2 tools in this case ) and sell them if you wish and that is all "OK" ... if that is the right thing to do in the USA ( it might well be, it just isn't the same in Aus) then I think you might indeed have a cash cow.... just keep selling the tools as they arrive, no problem you might be able to retire in a couple of years !!!

 

[porphyre]

This started in March, 2011.

The first person I talked to about the recall had no idea what an air compressor was, or a fire sprinkler system, or why it was important to me that I take care of MY customer. The only thing she cared about was not doing anything that would inconvience her in any way.

The second person told me the closest place that could take care of my problem was in Walla Walla Wa. I had to get the compressor there on my dime and time, then go back and get the repaired compressor.

the third person worked at Walla Walla. He was to check to see if the parts could be shipped direct to me. I am sure he did not lie, but after almost 3 months, I am beginning to wonder.

The 4th person admitted there was a Sears store here in town. I already knew that.

The 5th person works at the local Sears store. I gave him a copy of hte recall and he was to check about having the parts shipped direct to me. Results, see # 3 above.

Then I sent and e-mail to an address listed in another sears complaint. No results at all.

Then I made contact listed previosuly in this post. That contact resulted in a contact by a real person. But, I do not want to spend my money fixing something Sears should take care of . Somehow, I do not think I will be spending my money at Sears again.

Sounds like neither you or the lady on the phone are very good with people.

Why are you running a sprinkler system on a 15 gallon air compressor?