COMMUNITY FORUM

Keiser

02:26AM | 06/30/99
Bvmisc
In my local Sears store the "Unconditional Satisfaction Guaranteed" or "Guaranteed For Life" or "Lifetime Warranty" only means if its a factory defect , and the definition is left up to the acting manager.
I took back some broken craftsman hand tools that were defaced by fire and they refused to exchange them , they were extremely rude about it , wouldn't produce any documentation saying factory defects on craftsman hand tools was all that is covered , but said they had it in the "back" ...
I went back today and was told by another clerk that it was true and still couldn't get satisfaction ...
I then got the number to customer service
from the Sears website and talked to a customer service rep. who told me I needed to talk to the main manager of that Port Richey store and that his reply was final and as far as I could take the problem , who I'm planning on talking to ...
I believe he will have the same opinion
because everyone who worked in hardware and tools at this store were saying thats the policy ...
It makes me wonder how many people go home from this store thinking it is ...
Later today I took my tools to another sears about 30 miles away ,they were great about it and were actually astonished and amased when I explained fully about my local sears ... If anyone has any info about what to do about my local store , please help ,
I don't want to travel 30 miles to exchange my tools every time one breaks ...

Wick

07:45AM | 06/30/99
Keiser, quite a story, I've never had problems exchanging tools but I guess it happens. I'd suggest that you report that store to the Better Business Bureau with the info you put here, also I'd write to Sears Corporate headquarters stating the situation and that you have informed the BBB of that store. See what happens, after all what can they do, take your tools away from you?

Haddix

05:33AM | 07/13/99
The only item I've ever returned is a spade whose handle broke. They just checked to see that it said craftsman & gave me a brand new one right away.

I would contact the store manager or regional headquarters to voice your concerns & get clarification of their policy (you might even be able to do it all by e-mail).

Haddix

05:34AM | 07/13/99
The only item I've ever returned is a spade whose handle broke. They just checked to see that it said craftsman & gave me a brand new one right away.

I agree with Wick - contact the store manager or regional headquarters to voice your concerns & get clarification of their policy (you might even be able to do it all by e-mail).

kenoarto

12:40PM | 07/14/99
I've exchanged a few hand tools at Sears with few problems. The power tools warrantee is pure BS.

In Sears defense, however, I must aggree with them in this situation. YOU burned the tools in a fire. They did not fail. Get your insurance company to pay for it,not Sears.

What were you thinking?

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