• Report: #332027

Complaint Review: Sears

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  • Submitted: Sun, May 11, 2008
  • Updated: Wed, June 20, 2012

  • Reported By:Amarillo Texas
Sears
3333 Beverly Road Hoffman Estates, Illinois U.S.A.

Sears Tool Warranty Hoffman Estates Illinois

*Author of original report: The warranty

*Author of original report: You say I can't read

*UPDATE EX-employee responds: You are wrong and should not have written this report.

*UPDATE EX-employee responds: Craftsman Warranty

*Consumer Suggestion: Original Poster answered Question in Own Post

*Consumer Comment: We've had tools replaced under this warranty with no problem.

*Consumer Suggestion: Small Claims Court

*Consumer Comment: SEARS CRAFTMAN TOOLS

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The day I walked into my local Sears store (Amarillo, Tx,) and put my money on the counter for my torque wrench, this was the warranty ...

"You'll never regret buying better quality tools. CRAFTSMAN tools help you to get the job done quicker, easier and right the first time.

CRAFTSMAN branded products were developed and tested for the home workshop to provide professional-quality performance.

CRAFTSMAN is one of the leaders in innovation and new ideas. Excellent materials, superior construction and meticulous attention to detail built the reputation of the brand and continue to maintain it. The performance is your proof. The warranty is our promise of quality and value.

CRAFTSMAN mechanics tools and CRAFTSMAN hand tools have a Lifetime Warranty they are guaranteed forever unconditionally, no questions asked. If one should ever fail to give you complete satisfaction, Sears will replace it, free of charge.*

Replacement:
A proof of purchase is not necessary to replace a tool. All that is necessary is that the "Craftsman" name is stamped on the tool. A 5 digit number located on the tool is required.

Important:
We provide repair kits for ratchets. Ratchet handles that are broken or bent are covered by the Craftsman lifetime warranty.

*CRAFTSMAN mechanics tools & CRAFTSMAN hand tools include: Sockets, Wrenches, Wrench sets, Hex wrenches, Ratchet wrench handles, Micro adjustable torque wrenches ( not including calibration), Pipe wrenches, Hammers, Screwdrivers, Pliers, Cutters, Scroll and Metal saws (except saw blades), Hand drills, Hand saws, Squares, Levels, Drift punch and drive punch sets, Shears are covered by the Craftsman lifetime warranty.

Craftsman Tools not covered by the lifetime warranty include: Micro-adjustable torque wrench calibration, Hand tools cutting edges, Portable electric tools, Bench and Stationary tools, Battery operated tools, Precision measuring tools.

The following brand name tools are not covered by the Craftsman warranty: Companion, Estwing, Fuller, Grey & Footprint, Stanley, DeWalt, Skil, Bosch, Delta, Makita, Black and Decker."

I bought a digitork torque wrench, (number 6274 044290 on the handle), the kind with 2 small windows in the handle to read the setting of the wrench through. I guess the plastic of the window is too thick for the tight space inside, and it peeled the sticker that had the torque settings on it off inside the wrench, rendering it useless. A torque wrench that has no foot pound numbers to set it to is pretty useless. This wrench also has the words Sears and Craftsman Digitork in the handle. I have tried over the years to get this wrench warrantied, to no avail.

I tried again last week, an e-mail campaign with sears customer service and was (as usual) passed from one person to the next to the tune of at least 10 emails, and finally just ignored. I told them over and over that I am not satisfied, I don't want my money back, just replace it with a working torque wrench as per their written warranty in effect at the time of purchase.

The final word from Sears is "we already have your money, no warranty"

SEARS TOOK MY MONEY AND SCREWED ME!

Inspector58
Amarillo, Texas
U.S.A.

This report was posted on Ripoff Report on 05/11/2008 05:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears/Hoffman-Estates-Illinois-60179/Sears-Tool-Warranty-Hoffman-Estates-Illinois-332027. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

The warranty

AUTHOR: Inspector58 - (U.S.A.)

The warranty has only been one year with receipt since K-mart bought Sears. I am old enough to remember the slogan "Satisfaction Guaranteed" in big letters over the door to Sears. And I have had tools replaced under warranty many times at Sears, (the old Sears), and all they wanted was for it to be broken, and say Craftsman on it somewhere, no freeking receipt required! Sears was in the day the very best place to buy tools, but that all changed when K-mart came on the scene.
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#2 Author of original report

You say I can't read

AUTHOR: Inspector58 - (U.S.A.)

It is clearly stated in the original warranty (I quote that section) "Craftsman Tools not covered by the lifetime warranty include:
Micro-adjustable torque wrench calibration, Hand tools cutting edges, Portable electric tools, Bench and Stationary tools, Battery operated tools, Precision measuring tools."

Torque wrench calibration is what is not covered, This tool was improperly made.

Possibly it is you that has a problem reading?
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#3 UPDATE EX-employee responds

You are wrong and should not have written this report.

AUTHOR: TylerL91 - (United States of America)

I Worked for sears in the tool department for three years as a full time employee. The ONLY hand tool that has never had a Liftetime warranty were always the micro click and digitorque torque wrenches. The warranty is 1 YEAR with THE RECEIPT ONLY !! Quit trying to make companies look bad with this false information !! The beam torque wrench DOES have a lifetime warranty. Call craftsman and ask it has ALWAYS been like this my friend. I have had this complaint MANY times and every time would would have to bring out a 50 year old catalog and show the customer the proof of a 1 year warranty. You have not been ripped off maybe you should read the packaging before purchasing items because it clearly states one year warranty.
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#4 UPDATE EX-employee responds

Craftsman Warranty

AUTHOR: Toolsaler - (United States of America)

Having worked for Sears from 1962 to 2006 moostly in hardware or related areas, I do not recall Digital Torque Wrenches to have a lifetime warranty. Prior to leaving the end 2006, they could be sent off for repair.
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#5 Consumer Suggestion

Original Poster answered Question in Own Post

AUTHOR: Tekmill - (U.S.A.)

It says in his original post that Torque Wrenches are not covered by warranty. Can this guy not read. Please Admin Remove this post.
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#6 Consumer Comment

We've had tools replaced under this warranty with no problem.

AUTHOR: Jgracey - (Canada)

My husband has always purchased Craftsman hand tools BECAUSE of this warranty.

He's been buying them since before we got married (34 years) and he has, in fact, had a number of hand tools replaced by sears without any incident.

Last year, while we were on holiday in the US he broke an old Craftsman screwdriver while he was trying to get the hubcap off our van to change the tire. Once we got to our destination (Rome, GA) he went into the Sears store with the two pieces of the screwdriver and it was replaced.

So, to the person who says Sears doesn't warranty their tools for "lifetime", they did offer lifetime warranties on hand tools, and apparently some Sears stores still honour that warranty. Our own local store has replaced a level that belonged to my father-in-law (the tool was about 35 years old) because the fluid had dried out in the bubble level.

Maybe they no longer offer "lifetime" warranties on hand tools, but at one time, it was the reason many men purchased their tools from Sears.

As a matter of fact, Sears Canada still DOES offer a lifetime warranty, and on mechanics tools as well.

see here: http://www.sears.ca/gp/product/B001O0CTBS/sr=1-3/qid=1246309670/ref=sr_1_3/179-7953303-1257122?ie=UTF8&searsBrand=core&mqnodeid=396544011
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#7 Consumer Suggestion

Small Claims Court

AUTHOR: Philip - (U.S.A.)

If you have issues with the Craftsman warranty and their failure to comply with their own warranty, file a claim with the small claims court in your local area or in the area of the nearest store. Be sure to list the store manager of the local store as the defendant and use that store's address. If you don't use the store managers name the suit my not get any attention. If the store manager sees his/her name on the suit you can be sure it will get their attention. Also, when you go to court, bring the defective product and a copy of the sears hand tool warranty for the judge to see. When the claim is judged in your favor the defendant will even have to pay all the fees associated with filing the claim.

BTW: You can use small claims for any similar issues you may have with other retail purchases for which you are not satisfied.
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#8 Consumer Comment

SEARS CRAFTMAN TOOLS

AUTHOR: Ktt - (U.S.A.)

Sears does not warrant their Craftsman tools with life time warranties. It's a myth. I do not even think I've heard a commercial stating this for a very long time. The reason, I believe they have lowered their standards to provide competitive prices. In the last decade or so, I've noticed lower quality tools being sold under the Craftsman name. I feel for the people that feel ripped off. I'm one of them as I had a few hand tools rejected for replacement by Sears. When asking Customer Service at Sears (transferred from person to person to person, about 1 hour of either transferred calls or the dredded "call this number instead") I usually get the answer, we don't cover that, we only cover hand tools. When I explain the items are in fact hand tools, I get the "it's not on my list of approved lifetime warranties." The most painful tool to loose out on was the torque wrench that was assembled with plastic parts that cracked and eventually broke off (I got 4 uses out of it). I grew up like most people believing in the hype of Craftsman, no more, in the last 5 years, I've been replacing all my tools with superior tools such as Snap On, Klein, Husky (carefully choose, although I haven't had a single problem with any of the ones I've purchased yet), etc. Tools I know won't fail me and therefore won't need to be returned. I advise everyone, especially the amateur do it yourselfers that grew up believing in Craftsman like I did and buy quality tools that will last a lifetime that won't need to be returned. After all, it's us weekend repairmen that keep Craftsman tools in business.
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