Hello everyone, just to update this began back in September of 1999, we are coming up on the seventh year anniversary tomorrow.
So far I haven't heard back from anyone about clearly resolving the issue I had to my satisfaction. The following is to update everyone on just what the issue at hand is.
If you have any problems with returning Craftsman Handtools, fight it. I have no idea why they do not have a link on the Craftsman website for this very problem.
It seems like it is not at all an isolated problem. To this date my problem has not been resolved but improvements have been made but I don't believe it ever will be to my satisfaction.
Contact Webmaster@sears.com or email Bob Vila but contact someone and get the ball rolling. Do not take it sitting down. If worst comes to worst Husky will honor the Craftsman Warranty and replace any Craftsman handtool with their own brand.
As far as I know most Home Depot's carry the Huskey handtools, along with other stores.
Also the warranty for the Craftsman torque wrenches may be short but don't toos them, you can trade them in for a Full Unlimited Lifetime Warranty by trading it in for a Husky. Husky brand torque wrenches still carry the Full Unlimited Lifetime Warranty and with the no cost Craftsman trade-in system, it means you would upgrade your warranty.
Here is my experience.
Posted by Keiser on May 24th, 2000 04:29 PM
I visited Sears in Port Richey, FL. at Gulfview Square Mall on Saturday and was in the process of exchanging a collection of Craftsman hand tools, broken and in bad condition. The cashier behind the counter said he wouldn't exchange them. So I ask to talk with his manager (Dee Crauford), she would not exchange them. She told me the warranty is only on factory defects. When I asked her to show me where that was written she retrieved a Craftsman hand tool still in its package and found on the back "FULL UNLIMITED WARRANTY". I showed her where it was written over the entrance to the store that could be seen clearly from the counter the "SATISFACTION GUARANTEED OR YOUR MONEY BACK" sign. I asked her if she was not going to exchange my tools do I get my money back, she said "I'm not giving you your money back!". I had told her they were near a small fire but only to the extent that plastic had melted on them. She said and I quote "Your trying to make me pay for your fire." and "Your homeowners insurance should have paid for the tools." I asked if I could talk to someone above her, she told me Kerry Algiere was the highest I could go and he wouldn’t be in until Thursday. So I then asked if she could call someone (another store), if I could have the phone number of a district manager, anyone higher up that I could talk with. She told me “we don’t have phone numbers like that” but did end up giving me the 1-847-286-2500 number to Sears Roebuck that was closed when I called. When she wrote the number I asked her to write down her reasoning for not exchanging the Craftsman hand tools. I'll read it: "Tools are corroded not defective or broken no authority to return". I have 585 pieces in my set. I was only trying to exchange around 52 pieces that were set aside. I explained as much as I possibly could to her...
I e-mailed Bob Villa and my letter was sent to his friends at Craftsman by Jack. Then I got a letter from the firstname.lastname@example.org saying the store should have exchanged the tools. The webmaster told me they would contact the store and have it straighten out.
I’ve 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 “Department: 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.”
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 “Pam Price” was. I called Pam Price.
She talked to Webmaster@sears. She wants me to bring in the fire report and proof that I didn’t have home owners insurance then she will exchange my tools. I told her I didn’t 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@example.com
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 traded my entire 585 piece set in for Husky... Pam Price wouldn't honor the warranty as it is stated... Husky has honored their "NO QUESTIONS ASKED" warranty without question...
I have had to edit this letter due to rejection by some forums. Due to, “Personal attacks on or disparaging remarks
about any person or company.”
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