Sears Warranty

[brassspike]

I'll try to keep this short.
A few months ago I took a craftsman screwdriver in for warranty replacement. It was a flat blade and the corners were worn off. It was old and had a grove melted in the handle as well. The damage to the handle was cosmetic. When I presented at the counter (Greenbrier, Chesapeake Va.) the sales clerk acted like I was a bother to him and bluntly told me that sears did not warranty "abuse". He sited the handle damage. The discussion got heated from there and another employee said that "we just get paid minimum wage and do what they tell us" Enter the department manager. He stated that sears was tightening down on warranty replacements and that abuse was not covered. While I agree that you would not expect to pull a power tool from the ocean and claim warranty BUT... Next stop was to complain to sears online. The store manager called me and said he was going to talk to his employees. No call back so I called him. He stated that his employees were well trained and that sears had an unconditional guarantee on tools. I asked why I still had the screwdriver then. He repeated his comment and never answered my question. When I asked if I could bring the driver back to the store without being embarrassed at the counter he said it for the third time!
Complaint back to sears customer service. No reply at all. I guess they want to loose a good customer over a $5 screwdriver? Every place I look in my garage, I see "craftsman". This pisses me off to no end and I have not bought sears since even though they sell what I need.
Is anyone else having problems at sears or am I just the lucky one?
Thanks for letting me vent!

 

[mooman]

I try not to have Sears replace abused tools. The fact that the handle was melted would be reason enough for me not to turn it in as a "warranty claim".
That's just me.

 

[bmwohio]

Sorry to hear about your experience.....I do quite a bit of shopping at Sears too, but haven't really had to warranty many tools (actually only one) and that was no problem. I would just explain to these people that a melted handle has ABSOLUTELY NOTHING to do with a tip being round on the corners. That has to do with physics, that when you turn the screwdriver head, the POS tool is getting rounded on the edges when it contacts a screw, bolt, etc, that has harder metal than the tip of the screwdirver. Its not like they can resell the tool??!!!

I would say the same thing you said on here......Are we really arguing over a $5 screwdriver....I shop here all the time?

 

[billymade]

The warranty is a "satisfaction based warranty" and really has nothing to do with wether it is broken or abused or not! Go get a new screwdriver; take it to the counter and get it warranted... or go to a different store. Really, you should get it handled where ever you go! Ask for a manager if you the associates don't or refuse to help! Good luck!
Sounds like a perfect storm of clueless employees and a manager that doesn't know how to deal with customer service complaints.... ugh!

 

[brassspike]

I try not to have Sears replace abused tools. The fact that the handle was melted would be reason enough for me not to turn it in as a "warranty claim".
That's just me.

Not melted down, just has a grove in it. I use "used tools" all the time. I was clear that it just didn't grip any more. I have two more in perfect condition. It's just the "point" of the matter.

 

[trout]

a screw driver being set on a hot surface is normal use as far as I know, it's not like you torched the handle.

I'd try again, point out that it wasn't abuse, the handle has nothing to do with the failure of the tool, and bring in a printed copy of the warranty and ask them what part of the warranty prevents you from returning the driver.

 

[mrholeshot]

I'd tell them to replace the shaft and you would keep the handle.lol I would have been going off. They would have given me a 302 pc tool set to get me out of there. Then again in my store I could yell and sceam for an hour before holding up the next customer, lol

 

[Wrenches of Death]

Not melted down, just has a grove in it. I use "used tools" all the time. I was clear that it just didn't grip any more. I have two more in perfect condition. It's just the "point" of the matter.

Tell them that that groove is the way you mark your tools.

WoD

 

[brassspike]

Tell them that that groove is the way you mark your tools.

WoD

I wish I could have thought of that!

 

[ZeroSignal]

Try posting on the Sears message board the sears board moderators should step in and tell you what to do.

 

[charley1]

i have been buying some tools from sears. If I break a tool I think they should warranty that tool.

 

[Red Green]

I have had issues with Sears also. It's luck of the draw. Try a different time of day or store. A couple of the people that work at the local Sears are great and some are so stupid I wonder how they manage to open the door to get inside the store.

 

[premierplayer]

I'd tell them to replace the shaft and you would keep the handle.

ROL This is it.


Try another store, or different time/day.
Bad part is you've got $5 or more in gas invested in returning it. You're already upside down.

 

[JASTECH]

It happened to a freind of mine too, and he retired from sears! The manager heard him yelling about Sears policy and stepped in and freind got what was needed. I try not to shop at Sears and freind, wife, kids and grand kids all feel same do to Sears attitude and policy.

Thanks, JASTECH

 

[chevydriver37]

I don't know. It's got to be something with the management there, or corporate polices or whatever. I had lifetime shocks on my truck and they were leaking after about 2 years. Took the truck in, and expected a replacement set, as the warranty on the back of the paperwork said "...shock absorbers will be replaced at no charge...".

Writer wanted to charge me labor. We got into a ******* match over the definition of "no charge". After trying to be nice, the wife interjected. Once she starts in, it's like a runaway train. When it comes to money, and somebody trying to thieve her out of it, she quickly becomes a rabid wombat. I even warned the guy that he was about to run the gauntlet with said wombat, but he must've been suicidal that day...

They refunded the purchase price, and I went out and got better shocks, had 60 bucks left over, and got 2 years usage out of the sears shocks. Go figure. They coulda swapped out new shocks in the time spent arguing over it. I don't know how it is anywhere else, but in NY, I don't see anymore Sears service centers open...

 

[trout]

I have no real complaints about the Craftsman warranty, I've only had one problem out of dozens of returns, but I agree the service center service is horrid.

Before we lived together my fiance brought her car to one to have the belt replaced, it was squealing again 4 months later because they didn't tighten it enough.

I brought my truck to one for a state inspection, they wanted to fail it because they said the windshield wipers were no good unless I bought new ones. Manager said they were dry rotted. I pulled one off and said "show me the dry rot." The story quickly changed to him saying they shouldn't be as soft as they were, but it doesn't matter because they streak. I took a paper towel, wiped it off, no streaks. He accused me of doing something while he had his back turned.

 

[chevydriver37]

Well, now that they ain't nabbin' you for ball joints and headlight adjustments anymore, the in-and-out shops GOTTA get ya for something. Long story short, 4 of my friends are NYS inspectors at dealerships and we talked about this just the other nite. The quickie shops and oil change places are there to make money. Period. And unless there is a true defect in a wiper blade, a belt, or some other part open to argument, they leave it alone. My friends all have said that they go thru the vehicle and do their due-diligence, but, unless it's an absolutely necessary replacement, they want that car out of there and the next one in their bay. Flat Rate ya know...

 

[Shipfittin]

Brassspike, I have noticed that particular Sears location has a lot of problems with their customer service. Actually I've noticed almost all of the Sears in this area have really become bad with their customer service.

My favorite Sears moment though came at the one at Chesapeake Square. I went in the store and was looking to see if they carried a Pitman Arm Puller. The person working the tool department asked me to repeat the tool name multiple times. Then I was told that they only sell Craftsman tools and they had never heard of Pitman tools. I just turned around and walked out of the door.

Lately though, I feel whenever I take back a defective tool that I am under some kind of interrogation. I'm not one of those guys that goes yard sale hunting for Craftsman tools to exchange for new ones. And no offense to anyone who does or has ever done that, to each his own. But I do expect that Sears upholds their warranty without delving into tactics to try and get out of it. Theres a reason I purchase Craftsman products, and it's not because they are the cheapest.

 

[tjmonsen5]

ive never had a problem returning tools at sears. if its a girl working the counter, she tells me to go find the tools on the shelves and bring them back to her.
if its a guy, he usually gets them himself.

 

[anythingfastxxx]

From what I understood, screwdrivers/pry bars are not covered under warranty.......

 

[BJ42LX]

From what I understood, screwdrivers/pry bars are not covered under warranty.......

No exclusions here:

http://c.sears.com/assets/war/CRW.pdf

 

[brassspike]

Brassspike, I have noticed that particular Sears location has a lot of problems with their customer service. Actually I've noticed almost all of the Sears in this area have really become bad with their customer service.

My favorite Sears moment though came at the one at Chesapeake Square. I went in the store and was looking to see if they carried a Pitman Arm Puller. The person working the tool department asked me to repeat the tool name multiple times. Then I was told that they only sell Craftsman tools and they had never heard of Pitman tools. I just turned around and walked out of the door.

Lately though, I feel whenever I take back a defective tool that I am under some kind of interrogation. I'm not one of those guys that goes yard sale hunting for Craftsman tools to exchange for new ones. And no offense to anyone who does or has ever done that, to each his own. But I do expect that Sears upholds their warranty without delving into tactics to try and get out of it. Theres a reason I purchase Craftsman products, and it's not because they are the cheapest.

Eventually I'll get back around to it. I'll try Chesapeake Square. I used to work out that way. You hit the problem that I have with all of this "tactics to try to get out of it." Thats just what it is. The other pi$$er is that mother sears "customer service" just quit responding. I was going to buy a bunch of stuff that night and ended up with nothing of a piddly 5 buck driver!

 

[anythingfastxxx]

No exclusions here:

http://c.sears.com/assets/war/CRW.pdf

I thought I read somewhere in one of their warranty pages. I'm looking right now. I ordered some stuff online (one of which was a Craftsman Professional pry bar set) and was told by the sales rep that it isn't covered. I read it for myself too......

 

[bargainzplus+]

I always buy cman tools on the low at garage sales/flea markets and return them to sears for new ones. Warranty states that if you are in any way unsatisfied with the tool return it for a new tool hasstle free. What you encountered was a 'hastle' and they broke their policy so I would contact corporate for that situation not to reoccur to you or others. They factor the warranty into their initial price, so they make out either way. Sometimes I even bring in older, rusty working tools for new ones without a problem. I have had $150-$300 worth of warranty returns and not one question or concern.
You need to press the warranty issue, since it's stated on the back of every package of craftsman hand tools.

 

[anythingfastxxx]

Well, I think I know what I read. It's on the top of that first page and it's referencing Accu Cut saws:

Accu-cut, Hacksaws, Handi Cut, Utility Knives
WARRANTY POLICY
If this Craftsman hand tool ever fails to provide complete satisfaction, it will be repaired or
replaced free of charge. This warranty does not cover the blade, which is an expendable part that
can wear out from normal use within the warranty period.







But obviously it's referring to saws. I think I overlooked that. The rep may have been trying to mislead me so that I DIDN'T try to return the pry bars for warranty. Or maybe Bob was just retarded. Either way, I wouldn't give up that easy now that I see what I see.

 

[csargents1546]

I have not had any problem with Sears warranty, I even took a tool that had not been made in ten years, they did not have a replacement, the csr asked me what I spent on it and said go get something the same price and will call it even. Hope you have better luck next time.

 

[SnowBlaZeR2]

This is almost 2 years old, and I don't even think Mr. Figler works for Sears anymore, but to my knowledge the warranty and their policy on it is still the same. I would print this out, take it into a manager and ask him if he would like you to contact someone else about this matter. Don't stop there either. They need to make this right if you ask me. That said, I haven't seen the screwdriver, so I can't say whether it was abused or not. How did the tip get mangled?

If any of you have a problem returning Hand Tools to Sears print off this letter. Hopefully most of you have never had a problem.

It's from David Figler the VP/GMM, Hardware,Tools & Paint at Sears.


Subject: Craftsman Hand Tool Lifetime Warranty

There have been several news articles and emails regarding customers being denied Craftsman Hand Tool exchanges for reasons that are not part of the warranty. We've had specific complaints of denied exchanges based on:

- Tools having rust on them

- A 3 Piece per day limit on exchanges

These are NOT valid reasons for denying our customers their right to exchange their Craftsman Tools under the Lifetime Warranty.

The warranty states: "If for any reason your Craftsman hand tool ever fails to provide complete satisfaction, return it to any Sears store or other Craftsman outlet in the United States 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."

Our Craftsman Hand Tool Lifetime Warranty is one of the most important competitive advantages we have in the market. It is crucial that we ensure all of our sales associates are trained to understand all the hand tools that are covered under this warranty.

a screw driver being set on a hot surface is normal use as far as I know, it's not like you torched the handle.

Really? I wouldn't set my tools anywhere they could get burned.

From what I understood, screwdrivers/pry bars are not covered under warranty.......

Where did you hear that?

 

[SnowBlaZeR2]

I always buy cman tools on the low at garage sales/flea markets and return them to sears for new ones. Warranty states that if you are in any way unsatisfied with the tool return it for a new tool hasstle free. What you encountered was a 'hastle' and they broke their policy so I would contact corporate for that situation not to reoccur to you or others. They factor the warranty into their initial price, so they make out either way. Sometimes I even bring in older, rusty working tools for new ones without a problem. I have had $150-$300 worth of warranty returns and not one question or concern.
You need to press the warranty issue, since it's stated on the back of every package of craftsman hand tools.

I don't want to be the moral police here, so don't take my post the wrong way please.

When you say you are unsatisfied with these rusty yard sale tools, is that because you can't use them or because you can't turn around and sell them as brand new? I'll keep my opinion to myself on that one, but I'm curious.

 

[anythingfastxxx]

Where did you hear that?

Like I said, I was talking to a customer service rep and that is what they told me. Read my above post.

 

[rsieracki]

I don't want to be the moral police here, so don't take my post the wrong way please.

When you say you are unsatisfied with these rusty yard sale tools, is that because you can't use them or because you can't turn around and sell them as brand new? I'll keep my opinion to myself on that one, but I'm curious.

Funny, i was wondering the same thing

 

[SnowBlaZeR2]

Like I said, I was talking to a customer service rep and that is what they told me. Read my above post.

Yeah, I quoted your first post before I saw the one about that. Haha, they were wrong.

 

[Joe B.]

This guy wants you to call him:
http://s7.sears.com/s7/video/flash_...&config=Sears/EVideo_default_update&locale=en
I like how he calls out that the people that answer the phones are actually in the United States.

 

[srmofo]

follow the guy out to his car and jamb it in his tire, then ask how satisfied he is with that tool.....I keed, just start screaming about how unsatisfied you are with their tools. Loud. F-bombs usually get the ball rolling fairly quick

 

[otis66]

Craftsman Full unlimited warranty on Craftsman hand tools...

If any Craftsman hand tool ever fails to give complete satisfaction, RETURN IT TO THE NEAREST SEARS STORE OR CRAFTSMAN OUTLET IN THE USA and it will be replaced, free of charge.

If the sales person happens to ask you what is wrong with the Craftsman hand tool, just tell them you are not satisfied. This has always worked for me.

I also carry a copy of the Sears Warranty in my wallet.

 

[mkirkpatrick]

Knock on wood, but I have not had any problems with sears for tool warranty, but it is a smaller city,(not for Montana but for the rest of the USA). Then again HF is a block away. The last time I had something replaced there was no questions, just gave me a replacement and had me sign the ticket. No fuss.

 

[brassspike]

Thanks!!!!! I'm headed back with the warranty copy in my pocket this time. I hope the same clerks are in there this time. If they accues me of misuse this time and embarrassed me in front of other customers their proctologist can read it for them!

 

[chewy7]

In the last couple of weeks I have warrantied a couple of craftsman tools.
A 1/4" tear drop ratchet that was skipping and such, got a refurbished on. I tried to take it apart to clean it but the snap ring broke.

A 3/8" tear drop, same problem, got a new one in return.

A vintage 1/2" ratchet i think from the fifties or so, worked one way so they gave me an almost like new refurbished #44996 thin profile 1/2" one instead.

A 3/8" drive extension for one that had the tip broke.

A no.#1 Philips screwdriver replaced. (the tip was rounded off)

A cracked 10mm 1/4" drive 6 point socket replaced.

A cracked 3/4" 1/2" drive 12 point socket replaced.

A 15" long 1/2" drive slide bar replaced that was bent and with the ball detent missing by years of using pipes on it.

I did stop by there a couple of times because i was reorganizing my bosses tool box and found a couple broken or bent items every couple of days.
All i said is that i needed these tools replaced under warranty.
The people at Sears never Questioned me on how they broke or did not work satisfyingly.They just went and got the items for me.
Just the 15" long 1/2" drive slide bar they mailed out shortly because it was not in stock.

Long story short, never had a problem with customer service, or lifetime warranty.

 

[Tom2]

I've exchanged probably a dozen screwdrivers over the years at Sears. They've never gave me a second look. Never an issue.

Just did it a couple weeks ago with a C-man Pro phillips that was bent (got from garage sale). Zero issues..

 

[brassspike]

It must be store management. I didn't put it in the origional post but the counter person actually turned his back on me and waited on another customer after the FIRST time he said they did not warrant abused tools.
Now, how do I get sears attention on this? I reported all of this and the store manager's response and they simply did not respond. Who do you go to when "customer service" blows you off?

 

[Tom2]

I'd call corporate.

Every once in a while they probably get managers that get on a power trip and want to decide what tools can be exchanged and what ones can't.

I doubt the top guys at Sears want their managers acting like that. They just want the customer happy versus a manager trying to save $20 on a tool, and lose a lifetime customer.