Can we tag a story “above and beyond” if the customer service cycle is so screwed up that it eventually works out in the customer’s favor? When jpodbuild tried to get his Craftsman sander repaired or replaced, he couldn’t get anyone on the phone who could actually help him—eventually he would end up back at the first number he’d called. He decided to show up in person and let the store manager handle the phone calls. New sander!
craftsman
Sears Clarifies Craftsman Tools Warranty
By 3.25.09
Earlier this month, we noted how a reader was having trouble getting Sears to properly honor the lifetime warranty on his Craftsman tools. Now David Figler, a vice president of the company, has responded and said, “We stand behind the warranty—complete satisfaction—period.” Below is his email, and a portion of the memo he sent to Sears stores on the matter.
Brian Manages To Replace His Rusty Craftsman Sockets At Sears
By 3.16.09
When we broke off from our Sears Craftsman warranty saga last Friday, Brian had been told there were no replacements on tools that have rust on them, which wasn’t what Sears told us the last time we had warranty questions. Over the weekend, Brian found more evidence that Sears can’t get its warranty language straight. But there’s some good news, too: he dressed up a little, cleaned off the sockets, and went back to Sears. This time he got a different associate who seemed to have no problem swapping out the tools, and who never mentioned the supposed “three per day” rule.
Sears Can't Get Its Story Straight Regarding Rust And Craftsman Tools
By 3.13.09
C’mon Sears, rust isn’t a magic brown fairy powder that you can sprinkle over any warranty issue to deny coverage. Brian was told he couldn’t have his worn-out sockets replaced because they were rusty. He pointed out that he needed them replaced because they were worn out, not because of some cosmetic damage due to oxidation. Now Sears has officially told him that any rust on a Craftsman tool automatically voids the warranty—which is not what Sears told us two years ago.
Craftsman's "Lifetime Warranty" Depends On Tool Associate's Mood
By 3.13.09
Brian tried to trade in some old Craftsman tools, the ones that come with a lifetime, no-questions-asked replacement policy. Unfortunately, the Tool Associate at Sears deemed Brian unworthy of the Cratfsman guarantee and refused him. That’s why he’s the Tool Associate.
Need A $34.95 Warranty Covered Part? That'll be $65 For The Useless Service Call
By 10.5.07
If you could help me out I would be most appreciative. Please see my contact information at the end of this letter. Here’s the full version…
Clarification: Craftsman Lifetime Warranty Doesn't Apply To Rusty Tools
By 3.19.07
We asked Sears about their warranty policy on rusty Craftsman tools, and they said the life-time warranty doesn’t apply when the rust is cosmetic.
The Softer Side Of Sears: Craftsman Lifetime Warranty Doesn't Apply To Katrina Victims
By 3.17.07
UPDATE: This has nothing to do with Katrina victims. Clarification: Craftsman Lifetime Warranty Doesn’t Apply To Rusty Tools
