Sears Warranty

[ajchien]

I havent had a problem with Craftsman warranty. It's always been hassle free. Although what annoys me is finding a screwdriver with a bent tip and then wondering when did I do that?

 

[treasureseeker]

I try to just go around knuckleheads but get caught up the moment at times. I pay attention to the sales people and if one gives me a problem I go through someone else. The local Sears has the main tool cash register and some along the tool wall and you can do warranty at either. The sales people do get a commission according to the employers on exchanges. I don’t have much to warranty lately but when I do I search out the same employer each time and they seem to appreciate the loyalty.

 

[bargainzplus+]

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.

I already have plenty of user tools for me, so yes it's a resale feature. I'd say about 70% of the tools could fall under the need replacement feature of the warranty and the rest fall under the 'not safisfied' aspect. So all in all, legit either way and no you shouldnt even get denied, only if the tools say 'Sears' without 'Craftsman', then they don't fall under warranty.

 

[4x4gearhead]

To me if it is indeed a satisfaction based warranty, couldn't it be said that you werent satisfied with how it held up even if you did abuse it?

 

[CoreyVanDine]

From the store policy: 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.[28]

 

[Beerman]

Sorry the OP has had some trouble. I've replaced about 6 items since the end of the Summer at my local Sears, and it's been as smooth a situation as possible.

In fact, I posted about this the 1st time in a thread here, because I felt Sears deserved some props for how smoothly it went. I took in a 10 inch adj. wrench that had locked up, got a new one off of the shelf and approached the employee at the cash register who rang it through the register and bagged it up for me, with the receipt. All-in-all, it took around 2 minutes-and they never even asked me what was wrong with the adjustable I brought in-let alone try it out to see if I was telling the truth or not.

Bottom line-it depends on what Sears you go to and probably what employee you get. Not all Sears stores are in the toilet.


Beerman

 

[ramtuff]

If calling corporate doesn't help, I'm sure your State Attorney General's office has a consumer advocate division. Put your tax dollars to work...a letter/phone call from them should get the situation straightened out pretty quickly.

 

[Skin]

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.

They dont lose anything. I'm pretty sure they get reimbursed, at least on newer items. I've returned a few things and have seen them write it up as defective stock. At the very least its a tax write off for the company.

 

[chewy7]

Here is a post and the link to a discussion for what I found in the craftsman community forum for those people having trouble with sears craftsman warranty




toolboxhero Chippewa Falls, WI Founding Member
posted on January 30, 2011 at 09:52PM


Everyone reading and commenting on this forum write this number down and post it whenever one of us has a complaint about stores not returning lifetime warrantied hand tools.

If you EVER have a problem with a Craftsman tool. And if you EVER are told that Sears or Kmart won't replace a lifetime warrantied hand tool, call this number.

1-224-698-1656. This is the Stephen Light's personal hot line. He is the Senior VP of Tools for Sears Holdings Company.

Kmart knows how to order you a new tool. The Hometown stores know how to order you a new tool. The Mall stores usually have it in stock or they can order you new tool.


http://community.craftsman.com/disc...ics/Sears-Tool-return-turning-into-scam/posts

 

[brassspike]

Here is a post and the link to a discussion for what I found in the craftsman community forum for those people having trouble with sears craftsman warranty




toolboxhero Chippewa Falls, WI Founding Member
posted on January 30, 2011 at 09:52PM


Everyone reading and commenting on this forum write this number down and post it whenever one of us has a complaint about stores not returning lifetime warrantied hand tools.

If you EVER have a problem with a Craftsman tool. And if you EVER are told that Sears or Kmart won't replace a lifetime warrantied hand tool, call this number.

1-224-698-1656. This is the Stephen Light's personal hot line. He is the Senior VP of Tools for Sears Holdings Company.

Kmart knows how to order you a new tool. The Hometown stores know how to order you a new tool. The Mall stores usually have it in stock or they can order you new tool.


http://community.craftsman.com/disc...ics/Sears-Tool-return-turning-into-scam/posts

THANK YOU! Message left. We'll see what happens.

 

[DARKSCOPE001]

if all else fails just go back take the screwdriver off the shelf you need and leave yours next to it. they will still have a balance of 0 inventory but they might eventualy figure out its you. Just sayin. Still i think thats ******** they wont warantee your screwdriver.

I took a ratchet that I BROKE INTENTIONALY FOR PARTS into my local sears and as soon as I walked in old man jenkins was already running back and getting me a new one. i was in and out in like 5 min. Verry nice never had a problem with tool warantee but perhaps im just lucky

Best luck
Sean Scott

 

[jeffj78]

I don't think this is a Sears issue - it's a people issue. I've never had any serious issues with the stores by my house or office. Sometimes, they'll push back a little but I always end up with what I want in the end. In fact, the last ratchet I brought in - they let me upgrade to the new style by paying the difference from the old!

 

[route246]

I have never had this sort of issue. In fact, I often feel guilty about how easy it is at the stores I go to. I once took back a long-nosed plier that had multiple decade's worth of rust built up on it because it was found buried in an excavation we did. A smile and replacement was all I received. I polished it up as best I could with a wire brush on the bench grinder but it was obviously in pretty bad shape.

 

[woody 73]

In all my 19 years,cough,cough I have never had any problems returning any craftsman tools!
But I seem to be reading these posts and seeing all the return problems. It would be stupid of sears to scare away long term buying customers over a screwdriver return!

So maybe I can give you some help in this matter:

Hunt for any sears employee that is over 50 years old,(that would not be me) and they will know about the return policy.
Avoid anyone under 30,(although if you meet them in a bar then disregard the above advice).

Rules of engagement:

Be nice at all times.
Smile.
Stand your ground,show them a copy of the store policy,or better yet show them a new tool in question it has the policy wriiten on the box.
Never yell.
They make minimum wage and they must take customer abuse all day long,so try putting yourself in their shoes.
Remember they are also feeding their family,just like you!
If all else fails try at a different time or another store.

Woody

 

[cf2004]

follow the guy out to his car and jamb it in his tire

That's criminal damaging, possibly vandalisum depending on the cost of tire.

Loud. F-bombs usually get the ball rolling fairly quick

They will ask you to leave for acting crazy, when you don't leave, they will call the cops and you will be charge with tresspassing.

not the right moves lol

plus you will look like a d-bag.

 

[landbruiser1]

I have welded a craftsman socket to a stripped bolt head before, grinded it off scoring the finish and they warrantied it. it was even still discolored from the weld. try a diffrent store.

 

[route246]

I think this is good advice looking for someone older and more experienced. A screwdriver is something to really not mess with. They are being plain stupid if they are hassling a customer over a screwdriver. This is probably something that costs them a few bucks, if that.

In all my 19 years,cough,cough I have never had any problems returning any craftsman tools!
But I seem to be reading these posts and seeing all the return problems. It would be stupid of sears to scare away long term buying customers over a screwdriver return!

So maybe I can give you some help in this matter:

Hunt for any sears employee that is over 50 years old,(that would not be me) and they will know about the return policy.
Avoid anyone under 30,(although if you meet them in a bar then disregard the above advice).

Rules of engagement:

Be nice at all times.
Smile.
Stand your ground,show them a copy of the store policy,or better yet show them a new tool in question it has the policy wriiten on the box.
Never yell.
They make minimum wage and they must take customer abuse all day long,so try putting yourself in their shoes.
Remember they are also feeding their family,just like you!
If all else fails try at a different time or another store.

Woody

 

[trout]

I have welded a craftsman socket to a stripped bolt head before, grinded it off scoring the finish and they warrantied it. it was even still discolored from the weld. try a diffrent store.

glad I'm not the only one who's done this. When I got a bunch of old tools from my dad, they even warrantied a wrench that still had a weld bead on it and a ratchet that was just a handle and a gear, lost all the other pieces.

I even asked if it was still covered expecting to be turned away, guy at the counter just said of course and gave me new stuff.

 

[brassspike]

THANK YOU! Message left. We'll see what happens.

Just got a call back from Mr Light's office. They appoligized for my problem with the store and gave me a gift certificate in place of the driver. I'm still rubbed a little raw over how I was treated in the store and they were going to get back to me on that after checking.
If you are in the northeastern North Carolina or South Eastern Virginia area, the Greenbrier Sears is not the place to go for good service!

 

[moparmuscle88]

id go in ask the ******* manager whats his name and that you are going to call corporate and if they do not satisfy you you will call your attorney and say they are not following thru on a written guarantee

the attorney thing and asking for his name should scare him enough into exchangin it unless hes stupid as well as an *******.

that said, i have never had a problem, ever, and some tools i have take in were abused like screwdrivers used as chisels/prybars, and extensions used as punches and still NEVER had ANY problems at several different stores

 

[2oolhound]

First off I'm not pointing fingers here or suggesting you brasspike or anyone here is abusing the system but I thought it is worth throwing some light on a few issues regarding warranties and which might explain recent sears stores attitudes.

I remember hearing from a friend of a friend about their friend who worked at sears and took home all the broken returned tools and sold them cheap to people who would take them back to sears and get new ones. With all the folks who scrounge around in garage sales just looking for worn out tools to get for nickels and dimes with the intentions of taking them in for free new replacements I wonder how long will sears be able to continue this warrantee. No wonder they are getting tools made in china now. I hope most of the folks getting these warranty replacements are also buying new tools there too because they need that support. Otherwise it will be like a pyramid scheme that crumbles in the end when the market is saturated.

We all know that you don't get anything worthwhile for nothing in today's society and if you do, someone else had to pay for it. I take pride in pulling my own weight and paying my own way as I know most of us do as well, otherwise you're a bum or a criminal. The point I'm making is too much abuse of a good thing can ruin it for the rest of us. Again I'm not pointing fingers here at all, just saying there is likely to be some abuse of such a great warrantee and store policy and we who use these brands should also support these companies with our patronage on new items to keep up a good thing.

 

[chewy7]

Just got a call back from Mr Light's office. They appoligized for my problem with the store and gave me a gift certificate in place of the driver. I'm still rubbed a little raw over how I was treated in the store and they were going to get back to me on that after checking.
If you are in the northeastern North Carolina or South Eastern Virginia area, the Greenbrier Sears is not the place to go for good service!

good, finally something got done about their service.

 

[chewy7]

When i go in to get a tool replaced, I sometimes buy another craftsman tool that i don't have and could find a really good use for.

 

[otis66]

If any Craftsman Hand Tool ever fails to give COPMPLETE SATISFACTION, Return it to the nearest Sears Store or Craftsman outlet in the USA and it will be replaced FREE OF CHARGE.

The Craftsman warranty does not say anything about tool abuse. If you are not satisfied it should be replaced.

Also, the warranty gives you specific legal rights and you may also have other rights which vary from state to state.

This has always been the main selling point for Craftsman tools.

Sounds like Sears will soon have a class action law suit to deal with. I can't wait.

 

[route246]

I seriously doubt there will be any class action lawsuit. First, no lawyer in his right mind would ever do something like this on contingency. The upside is almost zero. Even if he could find a class, what is the remedy? Five bucks here, ten bucks there times a few thousand people if he's lucky to find that many? Do the math. No lawyer is going to waste any time on something so trivial like this. There just aren't enough aggrieved parties out there and even if there were, it would not amount to more than a hill of beans.

If any Craftsman Hand Tool ever fails to give COPMPLETE SATISFACTION, Return it to the nearest Sears Store or Craftsman outlet in the USA and it will be replaced FREE OF CHARGE.

The Craftsman warranty does not say anything about tool abuse. If you are not satisfied it should be replaced.

Also, the warranty gives you specific legal rights and you may also have other rights which vary from state to state.

This has always been the main selling point for Craftsman tools.

Sounds like Sears will soon have a class action law suit to deal with. I can't wait.

 

[BJ42LX]

I seriously doubt there will be any class action lawsuit. First, no lawyer in his right mind would ever do something like this on contingency. The upside is almost zero.

A buck here, a quarter there. Multiply by a few million and you're talking real money. Class action suits don't hit very often, but when they do, it is a life changer for the legal firms involved:

http://www.ebaymotorsfeeclassaction.com/

 

[otis66]

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

This is what Sears would like you to believe. When I bring a Craftsman tool in for warranty and a person at the counter asks me what is wrong with the tool I just tell them that I am not satisfied.

This is why I think some people are having problems with the Craftsman warranty.
At one time when you had a broken tool you would walk to the tool section and pick up the tool and then go to a registar and hand the tool to the person at the registar. The person at the registar would then warranty the tool with no questions asked.
Now when you go to a Sears store all or most of the tools , at least in my area, are behind a big glass door that is locked. Now when you have to warranty a tool the person behind the counter has to find someone who has a key and then they have to walk over to the tool section and get the tool. This seems to be too much work. The last tool I had to replace at Sears took me 30min. (no one could find the key).
Or it could be just Sears trying to chang there warranty. They could be testing the waters. I also keep a copy of the Sears warranty in my wallet. I have not had to pull the copy of the warrant and show it to the counter person at Sears......Yet.

 

[Lambo nut]

I only had a problem one time with Sears.
Brought in a torque wrench that had something let go in the ratchet part of the head. Nothing to do with the torge readings or calibration itself. First two guys just told me torque wrenches were not covered. Told them I could understand if the calibration was the problem but instead the working part of the wrench was bad, just like a regular ratchet wrench. Still no go. Started to walk out, then turned back telling them I have spent too much money in this store, I want the manager. 5 minutes later he was handing me a new torgue wrench, no questions asked. As said before, probaly who you talk to makes a difference.

Kevin

 

[Nosferatu]

Sorry to hear about your troubles. I just took in a #3 Phillips screwdriver that had rust on the shaft and a scratch awl that I bent several years ago. I walked right up the the register and the attendant told me to go grab what I needed from the shelf. I came back with the new tools, he checked them real quick and said "have a nice day". Nothing to ring up, no paperwork or other nonsense, they simply swapped the tools.

I would say your negative experience is with the particular location, not with Sears overall. Hopefully your call to Mr. Light will clear things up and get that location back up to speed on how to handle warranty exchanges.

 

[otis66]

When I was a kid growing up my father and I would go to the mall. My father would always park at the Sears parking lot so we could check out the Craftsman tools on the way in the mall and on the way back to the car. My father always bought Craftsman tools, he would always tell me how great the warranty was. I always enjoyed checking out all the Craftsman tools and even picking up the latest tool Catalog. When I grew up I continued to park at the Sears parking lot and I would always check out the new Craftsman tools buying many Craftsman tools for the past 27 years. I Remember graduating from tech school and my father buying me my first Craftsman tool set to get me started. I would do this no mater what part of the country I was in. Every mall had a Sears. Now I park at the parking lot were the food court is so I can have lunch on my way home. I don't even bother with sears unless I have to wannanty somthing.

 

[billymade]

The torque wrenches have a 1 year warranty (aside from the beam style); the head can be rebuilt. We used to order the kits for the customers; not all stores are clued into this or will do this for people... just like rebuilding a normal ratchet! Typically, these parts are not in stock; so, they have to be ordered. If they don't have a kit; you are sol, if anything breaks aside from the rebuild kits your are sol; if the calibration goes out... your stuffed as well (outside the 1 year warranty). The problem with the typical Craftsman click style torque wrench; is if you have it calibrated.... it costs more then the price of a new one!
Torque wrenches were a continual problem (they were just not terribly durable, plastic pieces broke), lack of lifetime warranty, and the price point was such it wasn't worth messing with.... as repairing the broken parts usually required the calibration to be lost and then your back to square one.... typically, customers left or bought a new one. Another case of a low quality tool costing more money, time, brain damage and frustration then a quality tool that lasts and is repairable.

 

[route246]

Understood, but you still have to gather your class together to make this viable. How on earth would you ever find enough people who got screwed returning a socket or screwdriver to make it viable? Would you fill out the form, let alone even open the junk mail envelope, so you could get $5-$10 in Sears credit? I toss more of those class action notices out than I can count. I've filled them out before and end up getting some certificate that I have to use towards future purchases. That's a bunch of BS and a waste of my time. Airlines get sued all the time and give out awards like this.

A buck here, a quarter there. Multiply by a few million and you're talking real money. Class action suits don't hit very often, but when they do, it is a life changer for the legal firms involved:

http://www.ebaymotorsfeeclassaction.com/

 

[Buckgnarly]

Class action lawsuits over tools (on some that were abused)......is this where the country is going.......

 

[tdab]

I posted about this the 1st time in a thread here, because I felt Sears deserved some props for how smoothly it went.
Beerman

I agree. Just took an 80's flat 1/4 (24" long) screwdriver in yesterday. It was bent....Anyway he gave me a brand new Pro series, same size/length. I have never had a problem with a return. Not even the first question and probably returned 5-6 tools over the years.

Tom

 

[Plump]

Kinda funny since I took a smaller Phillips screwdriver in just yesterday. The tip was a bit abused and it was replaced without one bit of conversation about it. You ran into a jerk.

 

[Techniker]

When I was a kid growing up my father and I would go to the mall. My father would always park at the Sears parking lot so we could check out the Craftsman tools on the way in the mall and on the way back to the car. My father always bought Craftsman tools, he would always tell me how great the warranty was. I always enjoyed checking out all the Craftsman tools and even picking up the latest tool Catalog. When I grew up I continued to park at the Sears parking lot and I would always check out the new Craftsman tools buying many Craftsman tools for the past 27 years. I Remember graduating from tech school and my father buying me my first Craftsman tool set to get me started. I would do this no mater what part of the country I was in. Every mall had a Sears. Now I park at the parking lot were the food court is so I can have lunch on my way home. I don't even bother with sears unless I have to wannanty somthing.

This was before my time, so I apologize for asking, but did Craftsman used to have even more tools?!

 

[22george]

unconditionally gauranteed means unconditionally gauranteed. take it back and get it replace. sears is the one who advertised the gaurantee

 

[saturdaymechanic]

I have only warrantied a few screwdrivers, but the older guy at my Sears never has a problem. All I do is pull out theold one and before I have finished he just says "OK" and processes the new one I have already picked up.

I think it really depends on who the clerk is. Shouldn't have to be that way though.

 

[zer0cell]

Its funny... sears can sometimes be a little difficult with exchanges and yeah it does depend on the employee I think. Sometimes its no big deal, other times its a pain from what I have seen when I go there to browse sometimes. Home Depot is like the total opposite... they will exchange DAMN NEAR ANYTHING!!! lol... Just yesterday, I saw some estwing drilling hammers on the shelf which had nothing wrong with them except that the once beautiful finish was all marred up from what looked like it was used on a pretty big job. Someone apparently bought 3 of them... used the heck out of them and then exchanged them...That to me is pretty sad. I think if a product has been clearly used it should not be able to get returned, unless it is a warranty claim, like the handle snapped off or something then okay... but in that case it should go in the store's defect box.. not back on the shelf. I mean who wants to spend $30 on a nice "new" hammer that is all scuffed up and well... USED? Eventually it will cause the store to start cracking down which makes it harder for those with legitimate claims or returns. I mean exchanging a product without a receipt for store credit is fine usually.. but I mean come on, what is it a free tool rental shop? lol

 

[toolmutt]

Every time that I have returned a tool to my local Sears it has been an easy-as-pie experience. Usually about two minutes and I'm on my way. If they don't have the exact replacement, they've always given me an upgrade. I started a thread here giving them kudos but it quickly degraded into a bashfest. So here it is again -- Kudos to my guy at Sears (I'm withholding his name so that management doesn't send him to remedial training on customer aggravation).