Last year my Craftsamn riding as out of service for 4 weeks- the length of time was due to the inept service dept. and procedures-1 week to get the technician out- he comes without any parts on the truck -technician has to order the part and the part is back ordered for another 2 weeks - another week to schedule time to come out and replace the part.
This year I cut my lawn once and as i was just on the last part of the lawn when the unit stopped moving- same scenario as year before. I call SEARS service to have the technician come out with the same part to fix this reoccuring problem. The service desk says the techinician has to come out without parts because the technician is the only one who know whats wrong with the unit. Even though I at lenght explain that this is a recurring problem she insists that the part cannot be ordered until the techinical checks the unit out. Technician arrives and well as I said he says its the same problem and orders the part. The part is on back order again and now its been 3 weeks out of service again.
SEARS - customer service
SEARS - Lawn Resolution Manger
Craftsman - which refers you back to Sears
I have asked that Craftsman stand behind their product as they have stated on many commericals and advertisements but I am being told by SEARS that the same problem has to occur 4 times before any further discussions of reimbursement or replacement.
The technician even agreed the product design is faulty and I bought a lemon.
The only party not agreeing that the product is a lemon, is SEARS - especially Mr. Joseph Hernandez the Lawn Resolution Manager who referred me to SEARS legal dept when I asked for the number of the customer service chief exectutive to contact.
I have a lemon that has been out of service more than in service. I have called 5 lawn care contractors to come cut my lawn but all are too busy with their current customers. I have no push mower to use and my grass is high enough to get finded by my local township.
I believe if you spend $1,200 + (accesories) you should have a product that works at least 3 years before you have to replace the transmission but I have a lemon that has the transmission replaced 2 times in a mattter of 3 months.
I have asked for a replacement unit to use temporarily and was laughed at my customer service personnel, I asked for a totally new unit and was laughed at and when I asked for my money back I was refferred to the legal dept. This is SEARS a well known american corporation that posted how many millions in Net profit last year? This is craftsman product and service dept you can count on? I call this fraud, misadvertisement, and putting a faulty product out on the market for the sale to unknowing customers.
I have puchased a Cub Cadet prior to this unit from SEARS - I had no problems and would have bought another cub cadet except the Craftsman name came with the unit at SEARS and the engine size was larger than the cub cadet. If I had to do this all over again I would NEVER by any lawn equipment from SEARS nor would I buy any Craftsman product.
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