What Should I Do With This $2000 Defective Sears Mower?

Reader Edgar wants to know what we think he should do with the defective riding lawn mower he bought from Sears.

We join Edgar after he has just purchased the mower and is trying it out for the first time:

I used it for about 15 minutes and it vibrated so much that it was dangerous to use beside probably damaging the mower.

I have the 3 year warranty and they promised at the store that repair would fix any problems. Repair service tells me that it will be May the 25th before they will come and check the mower.

When a customer buys a $2000.00 new lawnmower, Sears should respect their customer and not make them wait a month before using their mower. All I expect is for them to check and fix the problem. If they can not give better service maybe I should return the mower for a refund.
Please advise the best thing for me to do.

It looks from the Sears website that you might be in for a 15% restocking fee if you do return the mower, but it doesn’t say anything about exchanges.

Let’s put it to a vote:


Comments

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  1. harsa321 says:

    There is a rider mower they have, that I really like on paper… but after all the issues I read about here, I’m thinking I’m better off getting it somewhere else…

    • MrEvil says:

      Sears’ rider mowers are just made for them by another manufacturer, most commonly MTD. You could pretty much find the exact same mower at Lowe’s, Home Depot, or any place that sells one of MTD’s brands.

      Husqvarna is also a good brand. My mom has one of their riders and it’s a FANTASTIC machine. Although I would recommend a Kohler engine on a rider mower. My push mower has a Kohler engine on it and it starts better than any B&S or Tecumseh I’ve ever used.

  2. PHRoG says:

    I vote…Return the stupid thing and never shop at Sears again. This isn’t an isolated issue. I purchased a new Sears brand refrigerator and it died just after 30 days. I had to wait…wait for it, TWO MONTHS to repair the damn thing.

    I just loaded it up, drove it in and unloaded it in front of their doors and waited beside it until they refunded my money. I then went to a locally owned appliance store and received excellent service. :D

    Sears “customer service” is a lost cause my friend.

  3. pecan 3.14159265 says:

    Has Edgar determined that this is a malfunction or is this just something that happens because you’re basically sitting on a miniature tractor that cuts grass? What I’m saying is, is there a possibility that this is common (but not a defect) to riding lawnmowers?

    Also, did Sears manufacture it or did another company? Try talking to the manufacturer to see whether they can come repair it before Sears can – don’t tell me it didn’t come with a manufacturer’s warranty, especially if you just bought it brand new.

    • GuyGuidoEyesSteveDaveâ„¢ says:

      I have a Sears lawn tractor, and there are times when you get a NASTY vibration that you can’t mistake. That’s usually when you slam down the electronic clutch and drive to somewhere flat to source it out, usually accomplished by holding down the edge of the seat to fool the seat sensor, and turning the deck on for a second or two to see the source.

      • Loias supports harsher punishments against corporations says:

        I didn’t understand a single thing you just said.

        • GuyGuidoEyesSteveDaveâ„¢ says:

          My lawntractor has an “electronic clutch”. That means you have a switch which engages the belt that runs the mower deck. When it is pulled out, there is power being delivered to the deck, so the blades are spinning. In order to prevent serious injury, you can’t get off the mower while it is running the blades. To accomplish this, there is a switch under the seat that knows if there is weight on the seat. In order to look at the deck and the deck belts running, you need to press down on the seat with your hand to make it think you are sitting there, and activate the electronic clutch. When you do this, you can watch the belt move as well as see the blades spin through the hole the grass clippings shoot out from. This allows you to see where any vibration may be coming from.

      • Clyde Barrow says:

        I understand what you’re saying, but you should not have to be doing this in the first place. But it sounds like we’re a bit a like in that if there is a flaw, you can manage to work around it to keep your equipment running and I do the same thing. A lot of people cannot and they shouldn’t be expected to either. The damn thing should just work without the engineering analysis and rework. lol.

  4. ganzhimself says:

    I had nothing but problems with a trimmer I bought from them, the first one arrived defective, with a problem in the fuel delivery system, so I took it back and ordered another one. That one arrived broken, it looked like it was dropped in transit. Not sure how hard of a shock it would take to break the carb off the thing… Anyway, I ended up taking it back and had to endure about an hour of them trying to figure out how to return it… Ended up spending more money on a more expensive trimmer that they actually had in stock and was able to inspect it before I left to make sure it worked. God, I’m a glutton for punishment sometimes, but all I wanted was a damn trimmer. Lesson learned, don’t buy anything from Sears that has to be shipped to your home.

  5. GuyGuidoEyesSteveDaveâ„¢ says:

    He should troubleshoot the problem. As someone who uses a 18hp Sears Lawn Tractor to mow 8+ acres of grass, I have experience with them. Some more info would be helpful. Does the vibration only occur when mowing? If so, it is pretty easy to remove the deck(only requires pulling 5 pins and removing on belt on mine, from 1995). If the mower doesn’t vibrate without the deck on, it’s the deck.

    From there, you can see if you have a bad belt, which may have a groove cut in it, which is causing a vibration as it passes over the pulleys. You can check that the pulleys are free moving. You can also remove the blades, and using a screwdriver, check to make sure they are balanced. Since it is also so new, there may have been packing material that was not removed, and not checked for before using the first time. It’s also easier to take the deck to sears vs the whole tractor, so it will probably be easier to get service. Since it’s the beginning of the season, and people are taking their mowers out after sitting all winter without being properly winterized, I can understand why their mobile techs are busy.

    • laffmakr says:

      It’s not the troubleshooting that’s the problem, it’s the ridiculous wait time involved. A month’s wait for service for a brand-new piece of equipment? That’s worse than a car dealer.

      I would drive it to the store with a big sign on it saying “Sears Refuses To Repair My $2000 Mower” and park it out front until a manager comes to see you.

      • GuyGuidoEyesSteveDaveâ„¢ says:

        “Sears Refuses To Repair My $2000 Mower”

        I think you mean, “Sears Refuses to Send a Mobile Tech To My Location In A Reasonable Time Frame During A Busy Repair Season”. Have you ever tried getting someone to check out your AC system during a heatwave or at the beginning to summer? Places are usually busy. They are not refusing repair, just saying it will take 15 business days, which is understandable if there is only a few techs in the area, and they do more than just fix riding mowers. I would troubleshoot the problem myself(there’s a reason there is a section in the manual covering this), as being able to call the tech with a sourced problem might let them swing by your place when they have an hour, because they know it can probably be fixed in that time vs. troubleshooting it for you.

        • Slave For Turtles says:

          If it means anything, I scheduled a Sears repair tech to come look at my tractor in 10 days. It would have been 9, but I was busy that day. 20-some days does seem a bit much.

          • Slave For Turtles says:

            And I mean days-days, not business days. (Wish I could edit that back in)

          • GuyGuidoEyesSteveDaveâ„¢ says:

            but what is your area like? Right now you have people starting up their mowers who didn’t drain/didn’t stabalize their gas, haven’t changed the oil/oil filter, etc… So I’m sure they have a backlog of calls.

    • QuantumRiff says:

      Bingo.. Not to mention, if it IS the deck, and the pulley’s and belt look good, you can do as suggested, and remove the blades, and try again (maybe they are not balanced) or just load the deck, with a friends help, into the back of a car or truck, and drive it to the service center. You would have a much quicker response then waiting for them to come out to you.

      • GuyGuidoEyesSteveDaveâ„¢ says:

        My personal vote is that there is cardboard still on the blades from shipping. I sharpen my own blades, and if you get them a little off, you can feel it if you sit on the thing for three hours every day on the weekends.

    • Slave For Turtles says:

      Our Craftsman garden tractor is a NIGHTMARE to remove the deck from. It takes two of us, and one of us had better be pretty strong. Actually, I take that back — it’s worse to put it back on. I would never recommend it for a single person out in the boonies.

      One reason why it might be vibrating so strongly could be because the grass is just way too long…? Just a thought. Overall, I suspect Edgar’s was assembled incorrectly.

      • GuyGuidoEyesSteveDaveâ„¢ says:

        I do it at least twice by myself every year. Yeah, she’s a beast, but pretty soon you learn some tricks, like using a prybar/lever to move the deck up and down to the cotter pins, etc… The first year I did require help, but I pretty soon learned how to avoid that.

        I’d say long grass too, but what happens there is the blades will actually stop, and the clutch pulley still spins, so it will start to burn the belt, which you CAN’T miss. After that, you get the divot on the belt, which can then cause a vibration as it runs through the pulleys. But you KNOW when you are burning the belt, mostly by the smoke.

    • Blackadar says:

      He should NOT try to troubleshoot the problem. They may try to blame the problem on him if he tries to fix it himself, call the warranty invalid and leave him stuck with a hunk of junk. At this point, he should press for an immediate exchange or a return of all monies paid.

      • GuyGuidoEyesSteveDaveâ„¢ says:

        There is a difference between troubleshooting and fixing. In fact, failure to properly check your mower for proper operation and doing maintenance can sometimes void your warranty. If your manual has a troubleshooting section, and you do what it says, they can’t rightly fault you. Here is a copy of the manual I have sitting in front of me right now for my tractor. Note there are sections marked “Customer Responsibilities”. Note page 18, where they tell you to make sure your blades are balanced, otherwise there might be excessive vibration. Or at the bottom of page 29, the “Troubleshooting Points” section, where excessive vibration is covered. None of this involves “repairing” the mower, just making sure things are tight/balanced.
        http://www.managemylife.com/mmh/lis_pdf/OWNM/L0804185.pdf

    • the_didgers says:

      If you’re an expert on such things, go ahead and work on it yourself. I’m a mechanical engineer and really good at fixing things, but I would be hesitant to work on a lawn mower. I like my fingers just the way they are.

      • GuyGuidoEyesSteveDaveâ„¢ says:

        I’m in NOOOO way an expert. When a piece breaks, I go buy a new one. But there is a troubleshooting guide in the manual. The manual tells you how to remove the deck, and it’s operation is separate from the mower. That means troubleshooting it to the mower deck is very easy, and since it’s removable, it’s possible to bring it in. It’s also possible to troubleshoot over the phone once the deck is off, because you have narrowed the possible cause down.

  6. wellfleet says:

    Surely Sears has a minimum 30-day “return for any reason” return policy. Load it up, exchange it at the store. The reason Sears wants to repair it at your house is because they can charge the whole thing to the manufacturer’s warranty. If they exchange it, they have to give you a new one, repair the defective one, then sell the defective one at a lower margin due to being a “return” or the riding mower version of “open item”. Call the manager, tell them you expect an exchange as you’ve only used it once.

  7. waffle iron says:

    I worked at Sears so here is my advice:

    If the purchase was less that 30 days ago, push very hard for an exhange. If they tell you they don’t have one in stock, ask them to ring the item COD to get it into the store, then void that sale and do the return/exchange after it comes in. Managers did this all the time in appliances. When they get the item in, make sure they return exchange the whole purchase, including the extended warranty.

    Make sure you do this in the store. If push comes to shove, ask for the National Customer Relations 1-800 number. They can look it up from any register using the F1 key and then frequently called numbers. That should get their attention because NCR has the power to override anything they do and even the store manager. A quick Google search says the number is 1-800-549-4505.

    • waffle iron says:

      And be sure to call the number on your cell phone in front of a salesman/manager. They’ll freak the hell out. For added theatrics, ask to use their phone to make the call.

  8. drburk says:

    Call the store manager. Tell him to get his service guy out to you today, when that doesn’t work get an estimate for repairs from someone who will do them this week then bring it to the store manager and request payment for the repairs. When that doesn’t work dispute the charges on your bill telling your bank you paid for a mower and were provided a piece of metal on wheels not a mower. Inform sears they can pick it up between 2 and 4 on saturday.

    • fatediesel says:

      I used to work at Sears and at my Sears it was impossible to call the store manager. If you called with a problem and asked to speak with the store manager they would ask about the problem and then give you the manager of the area where the problem occurred. No matter how hard you pushed the matter they would not let you talk to the store manager or assistant manager. Our manager was rarely at the store anyways. He always had meetings out of town and was also trying to help a struggling store improve.

  9. notovny says:

    If he is going to return it, he should either siphon out the gas himself at home, or find out if the store has the ability to do so, and bring along a safe gasoline container when he does. He paid for the gas, and depending on local fire codes, the store may not be able to accept a return with gasoline in the tank.

    • GuyGuidoEyesSteveDaveâ„¢ says:

      Those things have automobile style engines, so you would also have to empty out the fuel lines, the fuel filter, fuel pump, etc….

  10. sirwired says:

    In all fairness to the repair folks, thousands of other people are currently firing up their mowers for the first time this season and discovering they don’t work. Every mower repair shop gets backed up for a month this time of year.

    But yeah, Sears should do an exchange and then get it fixed on their own time.

    • GuyGuidoEyesSteveDaveâ„¢ says:

      I agree about the wait. Not only is there the initial call, there are also return trips when the parts finally come in, etc…

  11. womynist says:

    My dad bought a chainsaw from Sears, and when he took it out of the box it didn’t work. When he took it back to Sears at the mall, he was told that he’d have to take it to an authorized Sears repair shop, which was not at or near the mall. He was not satisfied with the response, so he asked for the manager.

    The manager told him the same thing, and my dad went on a small rant about how Sears used to be a great store and would help out customers whenever they could, blah blah blah. When the store manager wouldn’t budge, my dad then asked for the name and contact info for the regional manager. At that point, the manager got a brand new chainsaw off the shelf, and exchanged it.

    The coolest part is, my dad had purchased the chainsaw about a year before he opened it to find out that it didn’t work. I saw good job and screw Sears!

  12. Blackadar says:

    You paid for a new, working mower. They haven’t provided one yet. Until then, this isn’t a complete business transaction. Asking you to wait for them to provide one for 3 weeks after you’ve been billed isn’t acceptable.

    Assuming they delivered the mower, I’d call the store, tell them the call is being recorded and give them a choice – they can come exchange it within 24 hours or pick up the mower and issue a full refund. If they wouldn’t commit either way, I’d let them know that their mower could be found in the street in front of my house and that a chargeback would be filed with the credit card company.

    If you picked it up, load the broken thing up and take it back. Again, I’d record the conversation. Either they exchange it or you leave the hunk of junk there and file a chargeback.

    Either way, document the problem in writing.

    • GuyGuidoEyesSteveDaveâ„¢ says:

      Sadly, your magic “chargeback” could be turned down. As long as the store makes a reasonable effort to repair the situation, you would be in the wrong. There was a case on The People’s Court where a lady refused to bring her car in for warrantied repair because according to her, even though the dealer fixed the car, and she passed state inspection, the “check engine” light came back on a few days later. But because she didn’t give the dealer a reasonable chance to fix the car, the case was thrown out against her. It’s the beginning of the season, and the techs are busy.

      • Blackadar says:

        Busy techs are not his problem. Sears delivered a broken mower and taking almost a month send someone out there to look at it is not very reasonable.

        Frankly, I think he should return it and buy a decent mower elsewhere.

        • GuyGuidoEyesSteveDaveâ„¢ says:

          The problem is we don’t KNOW if it’s a broken mower. A heavy vibration can be many things. Every part in that mower could be completley fine, and there still be a problem. It could be that the person who put it together didn’t tighten a nut all the way on the deck, or that the end user didn’t remove all the packing material, and there is some protective cardboard on the blade that is putting it off center. The best way to determine if it is defective or broken it to troubleshoot before you call, or expect a wait.If you narrow the problem down to the mowing deck, then it could be a very easy fix. To fully inspect the deck, however, you need to remove it, so you can see the whole blade and bed, because it is pretty tough to do while on the ground, unless you jack the machine up.

          • frodolives35 says:

            I have managed to keep my riding mowers going by doing regular maint and minor repairs for the last 25 years however if I ust spent $2000 on a ne mower and had to wait to use it for 3 weeks I would exchange it. I can be a reasonable man waiting when I must but my grass would not wait 3 extra weeks. On another note 6 hours on a weekend for 8 acres is pretty good. Have you thought about a bigger tractor and a finish mower?

            • GuyGuidoEyesSteveDaveâ„¢ says:

              Yes, we have thought about it, but I consider my time on the tractor “therapy”. I put my hard hat with ear mufflers on, my ipod earbuds under the muffler, my camelbak on my back, and ride is ever smaller circles. And I don’t always finish all 8 acres in a weekend. Which is sometimes nice because you can get a rolling pattern going.

  13. DeltaTee says:

    If you have a lot of grass to cut, buy a GOOD riding mower. (HINT: If you buy it at Sears, or Lowes or Home Depot, or Wal-Mart, or any other big box retailer, it is NOT a good mower.)

    • GuyGuidoEyesSteveDaveâ„¢ says:

      I have a Sears that is ~ 15 years old, that I use to cut over 8 acres of paddocks multiple times during the summer. This is thick grass/clover usually over 6 inches, and also includes piles of horse manure. Except for a line in the middle of the cut, which is where the two blades meet, and will always be a problem in any mower where the blades are next to each other, this mower has no problems, save normal maintenance.

      You also realize you can buy a John Deere or a Huqsvarna at some of those stores, right? But John Deere isn’t a good brand, right?

      • Costner says:

        Actually the John Deere mowers sold at Home Depot and the other big box retailers are really not up to the quality levels of the true implement rated John Deere mowers… they just have the stickers and green paint.

        A few years ago Home Depot sold mowers with the Scotts name on them. The following year that same exact mower was rebadged as a John Deere… but it was made in the same factory using the same specs because I beleive JD bought the factory itself – they didn’t design or engineer or build them.

        If you want a true John Deere built and engineered to high standards, you have to get it from an implement dealer. But you won’t be buying one for $1700… you better plan on having at least $2800 – $3000 for entry level.

        That said – for the average homeowner even the Home Depot variety is probably more than enough. My father bought an off-brand Yardman 20HP tractor about 15 years ago and that thing is still running like a top. He mows something like 4 or 5 acres and up until the last few years it was the only rider he had (he has since bought a ZTR so both him and the misses can be out mowing at the same time).

        Sometimes you get what you pay for… other times you just pay too much. I tend to think Craftsman tractors are just as good as most of the other brands, so I’d chalk the OPs situation up to the exception rather than the rule.

      • fatediesel says:

        The John Deere mowers that Home Depot and Lowes carries are lower quality models than specialty dealers sell. They are usually cheaper as well. The models Home Depot and Lowes sell are only sold at those stores and are specially made for those stores and usually contain cheaper parts. I did a lot of research before buying my riding mower and there’s a ton of complaints about Deeres sold at the big box stores. I eventually decided it was worth the extra money to buy a Deere from a Deere authorized dealer. The mower is 8 years old now and has worked flawlessly.

    • MaytagRepairman says:

      +1 from somebody who received about a $1000 of Home Depot gift cards when he got married and read numerous bad reviews of products before carefully selecting the only brand of weed trimmer and chain saw they sell that I’d think would last more than a season. They were made by Echo BTW.

  14. ALP5050 says:

    Ride that POS right into sears and head for customer service.

  15. backbroken says:

    It vibrates like crazy when you right it eh?

    I’ll give you $1500 for it.

  16. CharlesFarley says:

    Take it to the Sears parking lot, call the news and when they arrive, light it on fire.

  17. mxjohnson says:

    He should return it but refuse to pay a restocking fee. Most states have laws recognizing an implied warranty of merchantability; Edgar should google it & quote it to the Sears CSR. He paid for a mower that works, not one that doesn’t.

  18. S says:

    Find a place that sells farm equipment and tractors, specifically John Deere. Buy a John Deere riding mower from them and use it for the next 20 years or so.

  19. AllanG54 says:

    Hell, if he had read Consumer Reports he might have been able to find out which was the best mower to buy.

  20. Dragon Tiger says:

    Bring the mower back to the store and ride it around inside. I should warn, however, that interaction with law enforcement personnel may ensue.

  21. stanner says:

    I once pushed a defective mower through the entire Sears store on the way to their garden department – loudly saying “excuse me – defective Sears mower here” the whole way. By the time I got it there, they were ready to figure out how to make me happy.

    Just an idea, if you do decide to return it.

    • Clyde Barrow says:

      Man I wish I were there to see that. lol. Next time video it and put it on Youtube.

  22. Talisker says:

    Drive it to visit your brother in Wisconsin.

  23. 71Worker says:

    I just quit Sears after 9 years and I worked in Lawn & Garden so here is my two cents. Talk to the Store Manager and let him know this unacceptable. If he is anything like my old manager he will escalate this and you will have a repairman out there within 2 days. By the way, now that I am free of Sears let me tell you something about the warranty you bought. It’s absolute garbage. You have a two year warranty that covers home service with no additional trip charge. Now the warranty will pay for broken belts, dead batteries, and flat tires. Other than that as long as you don’t abuse the tractor and do the normal maintenance you will have no need for the warranty.

    Sears warranty on tractors is way too expensive for the supposed value they offer. Oh, if you every need to have them replace the tractor that warranty is only good for $1500 towards replacement. It’s right there in the contract.

    If you want to keep the warranty and gamble on the third year of coverage cancel it before the initial two years is up. You will get a 100% refund of the warranty.

  24. 71Worker says:

    To anyone considering a Sears Mower make sure and ask if it’s made by MTD or Husqavarna. The MTD units are garbage in my opinion.

  25. NumberSix says:

    Ask for a loaner mower to use or ask them to pay to have your lawn mowed twice that month.

  26. SearsCares says:

    To Edgar,
    I found this post and I wanted to reach out to you regarding this terrible situation. Waiting so long for service is not acceptable, but the delay is because all the technicians in your area that are lawn and garden certified are booked solid until then, especially with lawn and garden season getting started. There are a lot of people pulling their tractors/mowers out of storage and having them serviced. Of course, this is not an excuse, just an explanation. That being said, and being that this is brand new, we most definitely need to determine what the problems is, and apply the correct solution, without you having to wait. My name is Brian and I’m part of the Sears Cares Escalations team and we can get this resolved for you. At your convenience, please contact my office via email at searscares@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the tractor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Edgar) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Brian J.
    Senior Case Manager
    Sears Cares

  27. SearsCares says:

    Edgar,
    Additional note: Sears has an unconditional replacement policy within the first 30 days and we will replace it with no questions asked if it is requested. If you will email us, we will get this taken care of for you to your satisfaction and you don’t even have to leave your home.

    Thanks,
    Brian J.
    Searscares@searshc.com

  28. u1itn0w2day says:

    That’s darn near 3 weeks before you are able to use the mower again. Get the F out of here. They should exchange it if not expedite the service on it.

    It’s frustrating because you have a new mower so you really didn’t have any time to give it a chance but it’s the lawn that needs the chance by mowing it.

    I don’t know I might eat the restocking fee if you a need a mower now.

  29. ker123 says:

    How about you go to the store and exchange it instead of posting online while your broken lawnmower sits in front of your house?

    • u1itn0w2day says:

      What if the OP doesn’t have a trailer/means to take it back. Sears might charge him somekind of pick it up fee. I even know it Sears would do exhange on something that large. It’s not exactly a toaster.

      I agree though that NOTHING is being done while it sits idle at home. Personally if they can’t get Sears to speed up the service I would flat out return irreguardless of the restocking fee and take my business elsewhere.

  30. Big Mama Pain says:

    Doesn’t it seem like they are pushing servicing the lawnmower until it can no longer be exchanged or returned (repair date is several weeks from now)? Then he will be in the endless repair cycle like the OP with the dishwasher that was repeatedly serviced with no result. I’d certainly hope they wouldn’t practice shenanigans like this; but I think OP would be better off returning it now than risk it.

  31. Clyde Barrow says:

    Waiting a month is excessive and should not be tolerated so I would just return it. I’ve never liked Sears’ products and I will NEVER buy a Sears washer / dryer. They are junk!

    As for this lawnmower, a lot of different places such as Sears, Lowes, etc sell mowers with Briggs & Stranton engines so this could be a fluke because their engines are top performers in the industry. Or the final assembly of the entire mower was not properly done, which in life happens. Still, waiting a month is excessive.

    I hope that he paid for this purchase with a credit card. If he did, just return it and if they don’t give the cash back, get a charge-back on his cc. Let the cc company do the fighting for him.

  32. elliemae says:

    Call the store manager. I had a problem with Sears’ water heater and they exchanged it a year after the warranty expired – and I got a refund between the model I got and the one I returned. Same thing with my car being fixed – their incompetency nearly caused my tire to fall off and they refunded the price of the repairs they did along with the cost to fix it at another shop.

  33. SearsCares says:

    To Edgar,
    Just following up on this thread to inquire if you had received a satisfactory resolution to your issue. If you still need assistance, please reach out to my team at searscares@searshc.com so we can help.

    Thank you,
    Brian J.
    Senior Case Manager
    Sears Cares

  34. Allison Wunderland says:

    “Restocking fee” is typically for merchandise that is not “defective.” Buyer of a defective or deficient product should be entitled to a full refund.

  35. IntheKnow says:

    Nice response by Sears escalations. Wish all retailers and etailers monitored this site. Hey, sometimes products are defective from the factory. Could’ve been assembled improperly as well.
    Edgar was bamboozled into the famous Sears maintenance plan, though, for a hefty fee. That plan has nothing to do with this issue. It is a return policy period issue. As posted, the rider has a 2-year warranty. Even if a belt snapped, it would cost less to repair than the plan price. You can do your own oil/filter changes. Other than a very few, these mowers will serve you well for a long-time. “In-home” service (big maintenance plan talking point) in years 1,2, and 3 should not sway you for your long-term investment. Unlike a car, rationalize – you’re using the motor and transmission every other week (approx) seasonally only. Routine maintenance as required.

  36. SuzanneM says:

    A big thank you to the former Sears employee who posted the National Customer Relations #: 1-800-549-4505. My one week old fancy GE washer died after a week. Long story short, after being jerked around and transferred one too many times to people at Sears who could not/would not help me I searched this site and found the Sears #. I spoke with a very helpful woman who not only actually listened to my plight, but got me a new washing machine the NEXT DAY!!! It was amazing. I suggest that this gentleman call this # and give it a shot.