Sears Rant

[nmk_61802]

So I have been wanting to upgrade my old Craftsman raised panels with Sears new Pro line of wrenches. I have been "somewhat" patiently watching the site for them to come in stock this past month to no avail. So this past week I have been emailing and calling the customer service center to try and find out what is going on.

My conversiation goes something like this:

Me: I am interested in purchasing item:
http://www.sears.com/shc/s/p_10153_12605_00934951000P

CSR: I am sorry they are out of stock

Me: I do not understand how is this particular set out of stock when it is basically a $30 discount on the purchase of these two sets which are in stock:

http://www.sears.com/shc/s/p_10153_12605_00945963000P?keyword=45963&sLevel=0
http://www.sears.com/shc/s/p_10153_12605_00945964000P?keyword=45964&sLevel=0

CSR: Silent pause; I can connect you with the manufacture if you like.

Me: ?????


I swear I do not think that they actually listen to what I am saying. It is like I have to twist thier arm to take my money. To me if the have an item "C" which is item "A" plus "B" (therefore C=A+B), I should be able to by A and B for the same price as C as long as it is done at the same time.

Am I being unreasonable?

 

[hamburglar]

Am I being unreasonable?

Oh...probably. To the drone on the telephone it's just a part number.

It's not like you're dealing with a parts guy who actually touches the products.

Aaah...now...parts guys. It's seems like I've spent half my life going:

Me: Could I have a set of AC spark plugs for 1969 302 Chevrolet V8 (since I can never remember what number I ever needed)

Genius at the counter: You must mean 302 Ford.

Me: Ummm, no. Could you just look in the book please.

Genius at the counter: HEY EVERYBODY, HERE'S SOME GUY WHO DOESN"T EVEN KNOW WHAT BRAND CAR HE HAS!
More geniuses: So, is it a Mustang or a Torino?

this is about when you get to act like Michael Douglas in Falling Down.

 

[Moose-LandTran]

I like to sort the idiots from the guys who know their stuff by starting off with something like "I need a set of piston rings for a '91 Mazda RX-7" or "I need a set of spark plugs for a VW Golf 1.9-litre diesel."

Sometimes works, although i have had a guy come back with a set of Bosch plugs for the diesel Golf, and they weren't glow plugs.

 

[spencerian]

How bout Snap On? I have to order everything!
The Snap On cordless driver... waiting 3 weeks!

 

[nmk_61802]

I wouldn't mind ordering it, but Sear's archaic website will not allow you to order anything not listed as "In-Stock". So I have to just wait and hope I catch them during the period when the do come in stock.

 

[WSMC633]

Wonder why the SAE ones are Cman Pro and the Metric are just Cman full polish. Weird. I'm pissed at Cman right now for my 3/8" torque wrench breaking while tightening bolts to 20 ft. lbs. and Basically being told to shove it. Oh well, moving on.

 

[Danglerb]

You guys just don't know where to shop, I get great customer service from the guy at the swap meet.

 

[Joe B.]

this is about when you get to act like Michael Douglas in Falling Down.

OT Warning!

That was a great movie. I have not seen it in years. I'll have to add it to the Netflix queue!

 

[Joe B.]

Regarding your problem, you should be able to get Sears to price match for you. If you can't get it from the people on the phone you should be able to get it from a guy in the store:

http://www.sears.com/shc/s/nb_10153_12605_NB_CSpricematch?adCell=AF

If you find a lower price on an identical branded item with the same features currently available for sale and delivery in your area from another Sears Holdings retail format or website; including Sears, Essentials, Grand, Hardware, Outlet, Dealer, The Great Indoors, Kmart, LandsEnd, Sears.com, Kmart.com, LandsEnd.com, TheGreatIndoors.com; Sears will match that price. However, the price match will be for the difference only, and does not qualify for the additional 10%. All other rules for qualification apply.

 

[billymade]

What part of your 3/8" torque wrench broke? They have a 1 year warranty and the head is rebuildable; they should be able to put a kit in there for you! The parts are also available to order from sears website but if you want to take apart/re-calibrate it is usually not cost effective!
On the wrenches you might call customer relations hotline and see if they can something for you; all they can say is "no"! Good Luck!
http://www.sears.com/shc/s/nb_10153_12608_NB_Customer+Relations?adCell=A3

 

[Merkava_4]

From what I've heard from guys on this board, the Matco wrenches are more beefier than the C-man pros anyway; get them.

But if you want a wrench with a potent sperm count, get Snap-on.

 

[eschoendorff]

So I have been wanting to upgrade my old Craftsman raised panels with Sears new Pro line of wrenches. I have been "somewhat" patiently watching the site for them to come in stock this past month to no avail. So this past week I have been emailing and calling the customer service center to try and find out what is going on.

My conversiation goes something like this:

Me: I am interested in purchasing item:
http://www.sears.com/shc/s/p_10153_12605_00934951000P

CSR: I am sorry they are out of stock

Me: I do not understand how is this particular set out of stock when it is basically a $30 discount on the purchase of these two sets which are in stock:

http://www.sears.com/shc/s/p_10153_12605_00945963000P?keyword=45963&sLevel=0
http://www.sears.com/shc/s/p_10153_12605_00945964000P?keyword=45964&sLevel=0

CSR: Silent pause; I can connect you with the manufacture if you like.

Me: ?????


I swear I do not think that they actually listen to what I am saying. It is like I have to twist thier arm to take my money. To me if the have an item "C" which is item "A" plus "B" (therefore C=A+B), I should be able to by A and B for the same price as C as long as it is done at the same time.

Am I being unreasonable?

The problem is that those wrenches are packaged as an item#. That particular grouping of wrenches is probably not one of their best sellers and it probably isn't high on their priority list. Hell, if they were smart they would give you a discount on the two separate sets, take you money and make sure that you leave happy. But hen again this is Ksears-Mart and they are not going to go out of their way to do anything that would actually satisfy a customer.

 

[eschoendorff]

From what I've heard from guys on this board, the Matco wrenches are more beefier than the C-man pros anyway; get them.

But if you want a wrench with a potent sperm count, get Snap-on.

Yeah... if you want a handful of *****, buy then Snap On. If you just want to turn bolts, buy the Craftsman off ebay....

 

[kythri]

That's kinda retarded.

I wanted to buy the 7pc SAE and Metric GearWrench flexhead sets, and I got tired of waiting for them to go on a 50% off sale.

Sears.com sells the 14pc set for $120. The 7pc sets are $90/each, so $120 for 14pcs equates to about 33% off. I had some kind of coupon at the time, which took the price to nearly $100 shipped, which was close enough for me, so I ordered it.

What showed up was a box containing the two 7pc sets - the same plastic display frame things that hang on the peg hooks at the store.

There's no reason someone with half a brain can't go pull the two sets that make up the larger set, and get it shipped out to you.

Then again, finding someone at the website/catalog order center with half a brain might not be the easiest task in the world.

 

[rsanter]

the other day I took some Cman wrenches back for exchange because they broke
I was questioned about how I broke them. I told them 'by using them' and then asked about what the problem was and stated that I thought that I though they were warrintied for 'satisfaction guaranteed or they will be replaced'
I was told that they are not covered if they are cut.....
cut???? what do you mean cut?
well I geuss that they broke clean enough that the ***** though they were cut.
after lots of irritation and some questioning they replaced them

sears it ****!!!!!!!
yes I have heard it before from some of you that you have no problems at your sears...whatever. my sears ***** and if sears as a corperation cannot control the employees of any given store then they have serious problems....
SEARS IS **** !!!!!!!

bob

 

[rsanter]

That's kinda retarded.

There's no reason someone with half a brain can't go pull the two sets that make up the larger set, and get it shipped out to you.

Then again, finding someone at the website/catalog order center with half a brain might not be the easiest task in the world.

yes

bob

 

[eschoendorff]

the other day I took some Cman wrenches back for exchange because they broke
I was questioned about how I broke them. I told them 'by using them' and then asked about what the problem was and stated that I thought that I though they were warrintied for 'satisfaction guaranteed or they will be replaced'
I was told that they are not covered if they are cut.....
cut???? what do you mean cut?
well I geuss that they broke clean enough that the ***** though they were cut.
after lots of irritation and some questioning they replaced them

sears it ****!!!!!!!
yes I have heard it before from some of you that you have no problems at your sears...whatever. my sears ***** and if sears as a corperation cannot control the employees of any given store then they have serious problems....
SEARS IS **** !!!!!!!

bob

That *****. That really *****...


Man, I've never seen you this upset before. You gotta know the situation is pretty bad if rsanter is this pissed off!

 

[nmk_61802]

Regarding your problem, you should be able to get Sears to price match for you. If you can't get it from the people on the phone you should be able to get it from a guy in the store:

My local store dosen't carry the full polished wrenches in sets, only singles. I am going to another town tomorrow to visit a friend, and the store there does carry the 13pc sets. I am hoping that I can get that store to pricematch.

Hopefully it goes better than my last attempt to match something at my local Sears store. Last time a tried to get them to lower the price of a used mechanics cart being that the new ones were currently on sale for $10 cheaper, they wouldn't budge. Yet I keep giving them my business because for mid grade USA made tools (ones a general home owner can afford) they are the only game in town.

 

[billymade]

You might try emailing sears at the link posted on this page; who knows, they may do something for you! http://www.sears.com/shc/s/nb_10153_12605_NB_CSpricematch?adCell=AF

 

[kythri]

the other day I took some Cman wrenches back for exchange because they broke
I was questioned about how I broke them. I told them 'by using them' and then asked about what the problem was and stated that I thought that I though they were warrintied for 'satisfaction guaranteed or they will be replaced'
I was told that they are not covered if they are cut.....
cut???? what do you mean cut?
well I geuss that they broke clean enough that the ***** though they were cut.
after lots of irritation and some questioning they replaced them

sears it ****!!!!!!!
yes I have heard it before from some of you that you have no problems at your sears...whatever. my sears ***** and if sears as a corperation cannot control the employees of any given store then they have serious problems....
SEARS IS **** !!!!!!!

bob

Weird.

The warranty language is pretty clear - if it fails to give you complete satisfaction, blah blah blah...

It doesn't say anything about abuse or modification - there's no exemption clauses.

That doesn't mean that I'm advocating chopping all your tools and taking them back - just that the warranty is pretty clear - if I chop my tools in half, and am not satisfied with them anymore, I'm guaranteed a replacement.

Sears is the one that wrote the warranty that way, they need to honor it.

Should there have been a couple of clauses for obvious abuse (bent tools from cheater bars, for example) or modification (grinding down a wrench to fit a particular area), whatever? I think it would have been smart, but, they didn't.

Their problem, not yours. Fortunately, I haven't had to deal with a counter-punk attempting to re-write the warranty on me. Sorry you had to.

 

[a390st]

I can guarantee you that not all Sears will honor the satisfaction thing. I tried to take a set of junk quick wrenches back that were given to me, and they wouldn't do anything. I've tried for years to get rid of them, and finally threw away the packaging a few years ago. They have always told me that they will replace something broken, but they have to have a manager to deal with satisfaction issues. They never would do anything for me when I asked. It sort of made me angry because the person who gave them to me was old and on a fixed income and wanted to do something nice for me. I have always felt like their money was wasted.

 

[billymade]

Can you post a pic of the wrenches? Sometimes there are items that Craftsman no longer sells; we have to research stuff sometimes (email corporate support for direction on credit price or what to do), give credit towards something else or substitute something that is similar. I don't want to sound like a broken record but contact sears customer relations hotline if you are having warranty problems; we have had good luck on this board with contacting them. One guy had warranty items refused at his store; he called customer relations and the manager from his local store called, apologized and got the situation handled! Its sad things have gotten to this point but a extra step to contact customer relations have gotten things handled so far. Post some pics and I can tell you if they still make the tools; some clueless "associates" don't know what to do if we don't stock the item anymore, design has changed or local store management doesn't want to take the time to research something.
http://www.sears.com/shc/s/nb_10153_12608_NB_Customer+Relations?adCell=A3

 

[a390st]

They don't make them anymore. They stunk so bad they didn't make them but for a few years. I tried to do something about them when they did, but it didn't go anywhere. I just put them in a drawer and said screw it. They don't even sell for $10 for a whole set in eBay, so it really doesn't matter. They would just try to give me a set of raised panel wrenches or something, and I have no use for them either. They sold high at Sears new, but fell off the map eventually. It is just one of those things that irritates you but you can't really do anything about. I appreciate the tip on the customer relations line, though. I'll keep that in mind if I do have any other issues with them. Thanks.

 

[billymade]

Do you have a pic or part # of them? We usually will give you credit towards some other tools if they are not made anymore or another tool that is equivalent. Sometimes, the credit is the way to go; it all depends on the situation (whether you like the currently shipping equivalent tool) or maybe something else at the store is of interest or useful for you.

 

[Merkava_4]

Man, I've never seen you this upset before. You gotta know the situation is pretty bad if rsanter is this pissed off!

Yeah ... he's usually very calm and collected.

 

[rsanter]

Weird.

The warranty language is pretty clear - if it fails to give you complete satisfaction, blah blah blah...

It doesn't say anything about abuse or modification - there's no exemption clauses.

That doesn't mean that I'm advocating chopping all your tools and taking them back - just that the warranty is pretty clear - if I chop my tools in half, and am not satisfied with them anymore, I'm guaranteed a replacement.

Sears is the one that wrote the warranty that way, they need to honor it.

Should there have been a couple of clauses for obvious abuse (bent tools from cheater bars, for example) or modification (grinding down a wrench to fit a particular area), whatever? I think it would have been smart, but, they didn't.

Their problem, not yours. Fortunately, I haven't had to deal with a counter-punk attempting to re-write the warranty on me. Sorry you had to.

call and ask for a copy of their full warranty details. they have given themselves some 'outs' if they do not want to take care of you.


what makes me the most upset is that over the years I have bought lots of tools from sears (as well as lots of other things) and they place no value in long term customers

I have even talked to the store manager a couple of times about some of the problems I have had in this store and he is as big an idiot as the people working for him
I have contacted sears customer service and they are worthless

sears is not the same as it was 5 or 10 or 15 years ago...

bob

 

[kythri]

Do you have a pic or part # of them? We usually will give you credit towards some other tools if they are not made anymore or another tool that is equivalent. Sometimes, the credit is the way to go; it all depends on the situation (whether you like the currently shipping equivalent tool) or maybe something else at the store is of interest or useful for you.

These things:

http://peterborough.kijiji.ca/c-buy...-Craftsman-Quick-Wrench-set-W0QQAdIdZ58714563

The predecessor to the Extreme Grips...

 

[kythri]

call and ask for a copy of their full warranty details. they have given themselves some 'outs' if they do not want to take care of you.


what makes me the most upset is that over the years I have bought lots of tools from sears (as well as lots of other things) and they place no value in long term customers

I have even talked to the store manager a couple of times about some of the problems I have had in this store and he is as big an idiot as the people working for him
I have contacted sears customer service and they are worthless

sears is not the same as it was 5 or 10 or 15 years ago...

bob

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 rights and you may also have other rights which vary from state to state. Other Craftsman tools are covered by limited warranties.

They don't get to add anything to it. What's printed on the package, what's printed in the catalog, that's the warranty.

Have you asked for his district/regional manager's contact information?

 

[billymade]

Thats not a currently shipping product, in my store they would probably give you credit or a choice of a comparable set of wrenches. You've hit a brick wall at your store (right?) call the national customer relations hotline and hopefully they can help! Customer relations over rules local management and in the recent case mentioned here recently; the store manager called the customer personally and apologized! I can't guarantee they will apologize but it seems it forced the issue with the store manager and he did what they told him to, I would assume they do not cross corporate management authority! I believe bad customer service ratings in our store directly affects the store managers bonuses and their income, so this motivates them to act!

 

[Merkava_4]

I think it would be nice if there was a walk-in store for GearWrench; (their complete line) you guys would probably forget about Sears then. No offense to billymade.

 

[paramudduck]

The problem is that the trucks can give you just as much or more greif over the warrenty issues.

 

[eschoendorff]

I think it would be nice if there was a walk-in store for GearWrench; (their complete line) you guys would probably forget about Sears then. No offense to billymade.

USA-made aside, if it were between Craftsman and GearWrench, I would probably choose GearWrench lately. The quality seems to be there....

 

[eschoendorff]

My local store dosen't carry the full polished wrenches in sets, only singles. I am going to another town tomorrow to visit a friend, and the store there does carry the 13pc sets. I am hoping that I can get that store to pricematch.

That's really odd... usually it is the other way around...

Hopefully it goes better than my last attempt to match something at my local Sears store. Last time a tried to get them to lower the price of a used mechanics cart being that the new ones were currently on sale for $10 cheaper, they wouldn't budge. Yet I keep giving them my business because for mid grade USA made tools (ones a general home owner can afford) they are the only game in town.

Unfortunately this is the case in many areas. For me, it is either Snap On or Sears. I can go to Menards and buy Allen, but it is generally the same as Craftsman Pro only a little pricier. There really aren't any other choices for mid-tier USA made tools besides Craftsman.

 

[billymade]

Merkava, no offense taken, I do not defend Sears, nor do I feel a need to.... I happen to work there and I attempt to help people out here who are having warranty/policy/product problems when I can! I am fully aware of the suckiness of Sears and the brain damage related to dealing with them and lack of customer service! Even in our training, Sears corporate acknowledges lack of customer service being the main complaint they get from customers on a nation wide level. There are approaches and ways of dealing with things that have historically, gotten the best results; I try to share these... eg. call (this is beginning to sound like a mantra) the sears customer relations hotline! Hell, I've had people scream at me how bad some craftsman tools are; "these ratchets ****!" (as the customer slams a broken standard craftsman ratchet on the counter) and my retort "yes, sir they do ****!"; "sometimes you have to step up to a professional quality tool when our tools do not meet the standards you need; I have the # for Snapon, do you want it? A ratchet will probably run you about $100!"; "uh, thats ok, give me another rebuilt one....." (the sheepish look on his face is priceless!) It is pretty funny seeing the look on peoples faces when I tell them that; I guess they expect me to defend the quality of the tools; I tell them I have Snapon in my tool box. Problem is in my area, I'm near the boarder of Mexico and people are not willing to spend money on quality tools and they whine when cheap tools do not work well; go buy some pro tools and I'll even tell you where to go! My goal in dealing with people is try to help them solve their problems, even if it requires them to go to a different vendor; I give people directions/phone #'s to other stores all the time, that will have a solution and things that fulfill their needs. I guess customer service and warranty returns are a problem no matter what vendor or who you deal with! My Snap-On dealer has refused many warranty issues (bluepoint wire stripper, screwdriver handles etc) but he actually gave me a free catalog and a free tube of grease for my ratchet yesterday! Wooohoo!!! LOL! Sad to think that I was surprised and thankful for that!!!!

 

[jay50]

These things:

http://peterborough.kijiji.ca/c-buy...-Craftsman-Quick-Wrench-set-W0QQAdIdZ58714563

The predecessor to the Extreme Grips...

Dang, that notched open end part is just like older MACs. I'm looking for a set of these....just not the Sears brand....

 

[rsanter]

They don't get to add anything to it. What's printed on the package, what's printed in the catalog, that's the warranty.

Have you asked for his district/regional manager's contact information?

have you ever tried to get a hold of a district manager?
the only people you get to talk to is the flunkie on the phone or the store manager if he actually wants to come out of his office.

I tried like crazy to talk to a district or upper level manager over the 5$ coupon thing as well as other problems st the store and they just wont call you back.

just for an experiement, I would sugest anyone here give a call and see if you can get a call back from one of them

bob

 

[nmk_61802]

Update: I went to the store that I spoke about in my last post which carried the full wrench sets. I showed the clerk the magazine ad. showing the full 26 pc set and asked if he could price match the two individual 13 pc sets to the 26 pc's price. He was a little resistant and went to the computer and tried to order the 26 pc set when he noticed it was out of stock he again looked at the specs in the magazine and declared humm those two set are the same as the single set I was looking at. So he proceeded to do the price match for me.

Thanks to all for the suggestions.

 

[Joe B.]

Sears is not all that bad.

Let us know how that set works for you.

 

[eschoendorff]

Merkava, no offense taken, I do not defend Sears, nor do I feel a need to.... I happen to work there and I attempt to help people out here who are having warranty/policy/product problems when I can! I am fully aware of the suckiness of Sears and the brain damage related to dealing with them and lack of customer service! Even in our training, Sears corporate acknowledges lack of customer service being the main complaint they get from customers on a nation wide level. There are approaches and ways of dealing with things that have historically, gotten the best results; I try to share these... eg. call (this is beginning to sound like a mantra) the sears customer relations hotline! Hell, I've had people scream at me how bad some craftsman tools are; "these ratchets ****!" (as the customer slams a broken standard craftsman ratchet on the counter) and my retort "yes, sir they do ****!"; "sometimes you have to step up to a professional quality tool when our tools do not meet the standards you need; I have the # for Snapon, do you want it? A ratchet will probably run you about $100!"; "uh, thats ok, give me another rebuilt one....." (the sheepish look on his face is priceless!) It is pretty funny seeing the look on peoples faces when I tell them that; I guess they expect me to defend the quality of the tools; I tell them I have Snapon in my tool box. Problem is in my area, I'm near the boarder of Mexico and people are not willing to spend money on quality tools and they whine when cheap tools do not work well; go buy some pro tools and I'll even tell you where to go! My goal in dealing with people is try to help them solve their problems, even if it requires them to go to a different vendor; I give people directions/phone #'s to other stores all the time, that will have a solution and things that fulfill their needs. I guess customer service and warranty returns are a problem no matter what vendor or who you deal with! My Snap-On dealer has refused many warranty issues (bluepoint wire stripper, screwdriver handles etc) but he actually gave me a free catalog and a free tube of grease for my ratchet yesterday! Wooohoo!!! LOL! Sad to think that I was surprised and thankful for that!!!!

Dude, you're awesome. Many raised Heinekens to you...

 

[eschoendorff]

Update: I went to the store that I spoke about in my last post which carried the full wrench sets. I showed the clerk the magazine ad. showing the full 26 pc set and asked if he could price match the two individual 13 pc sets to the 26 pc's price. He was a little resistant and went to the computer and tried to order the 26 pc set when he noticed it was out of stock he again looked at the specs in the magazine and declared humm those two set are the same as the single set I was looking at. So he proceeded to do the price match for me.

Thanks to all for the suggestions.

So it is possible after all...

It is just ridiculous the lengths people need to go to rid themselves of $USD in exchange for goods and services....