I e-mailed Bob Villa and my letter was sent to his friends at Craftsman by Jack. Then I got a letter from the [email protected] saying the store should have exchanged the tools. The webmaster told me they would contact the store and have it straighten out.
I‚Äôve waited a week, I went back in and a cashier named Judy told me nothing had changed, I was going to talk to the store manager "Kerry Algiere" But Judy made me very unwelcome. I called Kerry from home to ask him if I could bring the tools in. He said the policy was still the same except he added that fire, rust, and abuse to the tools wasn't covered also. He informed me that he definitely had the documentation to explain why this store wouldn't exchange my Craftsman hand tools (fire, rust, abuse etc.) I made a special trip to pick up the documentation. I'll read the documentation ‚ÄúDepartment: 609 Product: Craftsman Handtools Warranty: FULL UNLIMITED WARRANTY ON CRAFTSMAN HANDTOOLS If this Craftsman Handtool ever fails to give complete satisfaction, RETURN IT TO THE NEAREST SEARS STORE THROUGHOUT THE UNITED STATES, and Sears will replace it, free of charge. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.‚Äù
Also he said he wouldn't call another store or anyone. I asked him why it didn't say anything about not covering the tools on his documentation and he said it didn't have to. So I asked him if I took the policy his way then, If I break a tool while working on my car could he claim abuse? He said it would be up to his discretion but that he could claim abuse, yes. He then told me he wasn't the real store manager and that ‚ÄúPam Price‚Äù was. I called Pam Price.
She talked to Webmaster@sears. She wants me to bring in the fire report and proof that I didn‚Äôt have home owners insurance then she will exchange my tools. I told her I didn‚Äôt get a fire report.
I would like to be able to just walk in and exchange my tools, as I believe the warranty states. Its also my belief that If I agreed to let Pam Price make me the exception then everyone who has this type of problem will have to go through this.
My e-mail: [email protected]
Hi all, Just to let you all know this started in Sept. 99 its now almost April 00... The craftsman hand tools were never exchanged, as of Feb. 00, I exchanged my entire 585 piece set in for Husky... Husky convinced me they would honor their warranty and I have never ran into anyone who has had a problem doing so...
Pam Price wouldn't honor the warranty as it is stated... [email protected] couldn't straighten it out... And nobody has gotten back in contact with me... I talked to Jack at Bob Vila's site and he said he would keep trying to help me get satisfaction... I told him go for it but they would need to do four things to get my business back...
1. Convince me that in the future they would honor their warranty as it is stated.
2. Every employee at my local Sears that was rude to me would have to apologize.
3. Exchange my Husky tools back to Craftsman tools.
4. For all the time, work, ridicule and hassles I had to endure. Give me a tool chest set of my choosing, free of charge.
I told him that otherwise I didn't want them to e-mail me with any attempts of reconciliation.
For anyone who does not believe ask my local Sears what the exceptions to the "FULL UNLMITED WARRANTY" are. Here is the Store's number, ask for hardware. (727) 846-6225.
I have had to edit this letter due to rejection by some forums. Due to, ‚ÄúPersonal attacks on or disparaging remarks
about any person or company.‚Äù
[This message has been edited by Keiser (edited June 15, 2000).]