• Report: #402941

Complaint Review: Sears/craftsman

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  • Submitted: Thu, December 18, 2008
  • Updated: Sun, March 08, 2009

  • Reported By:burkburnett Texas
Sears/craftsman
Wichita Falls, Texas U.S.A.

Sears/craftsman Big Con Artists To Steal Your Money craftsman tools have no warrantee Wichita Falls Texas

*UPDATE Employee: There are SO many alternatives to this problem!!

*UPDATE Employee: There are SO many alternatives to this problem!!

*UPDATE Employee: There are SO many alternatives to this problem!!

*UPDATE EX-employee responds: What type of tools were they?

*Author of original report: walmart tools better than sears

*Consumer Suggestion: problem is just THAT sears

*Consumer Comment: Example

*Author of original report: take a tool to sears and see what you get

*Author of original report: take a tool to sears and see what you get

*Author of original report: take a tool to sears and see what you get

*Author of original report: take a tool to sears and see what you get

*Consumer Comment: I've never had a problem with them

*Consumer Suggestion: I have never had an issue with swaping out craftman tools

*UPDATE Employee: Reccomendations

*Consumer Suggestion: Consumerist AKA employee

*UPDATE Employee: The craftsman warranty

*Author of original report: any tool

*Author of original report: any tool

*Author of original report: any tool

*UPDATE Employee: What?

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i own $35,000.00 in craftsman tools i use them for the unconditional warranty sears will not warraty any craftsman tools if they have been used!
i will never go in to sears ever again they say warranty but mean con you out of your money. thieves and liars
anybody wanna buy a bunch of junk craftsman tools cheap.
thank god for snap on and matco and cornwell

mike
burkburnett, Texas
U.S.A.

This report was posted on Ripoff Report on 12/18/2008 08:31 PM and is a permanent record located here: http://www.ripoffreport.com/r/Searscraftsman/Wichita-Falls-Texas-76308/Searscraftsman-Big-Con-Artists-To-Steal-Your-Money-craftsman-tools-have-no-warrantee-Wich-402941. 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:
0Author 20Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

There are SO many alternatives to this problem!!

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

First, I have to wonder just how this whole process started. I have seen a wide spectrum of customers come in for Craftsman Exchange- ranging from those who think that the Craftsman Badge means Lifetime Warranty on everything regardless of what it is to those who are unsure about actual replacement when they know the tools had been abused. One of my personal favorites for ridiculous requests was a person who blatantly told us that his tools had melted together in a house fire, and now that the insurance adjuster had finished his inspection, he wanted us to replace a block of metal with a list he had made up for what he supposed must be in there. In most cases, I am able to justify replacement- regardless of how the tool has been used. The only exceptions I have found on hand tools has been personalization (engraving of personal identification- if this is done on a ratchet, then we are supposed to offer a rebuild kit) and neglect. If your local store can't see the FOREVER warranty for what it offers, however, you can contact Craftsman directly. Your posting on here proves that you have online access, but chose to complain before looking for a solution. Since you haven't found it, Craftsman's phone number is 1-800-377-7414. Maybe talking directly to them will help in the future, since your local store can't figure it out. Lastly, I would urge everyone that your personal experience in any situation with any company is directly influenced by one individual. If that individual is mistaken, improperly trained, or is just allowing a bad day to influence the proper completion of his/her job, it does not mean that the company that employs the individual is evil and in need of public ridicule. It could simply be that better training needs to get to that individual, clearer instruction needs to be given to the particular location, or the employee is finding that he/she has chosen the wrong profession- unfortunately at your expense. Please try to refrain from allowing one such experience to cause you to treat every employee of that company who may try to genuinely help you like they are trying to take you to the cleaners or otherwise cheat you. Also try to remember that any other tool offering a "Lifetime Warranty" has ONE clause that the Forever Warranty doesn't have- Lifetime is to the original purchaser, by definition. The manufacturer can, at any time, require that you provide proof of original purchase of their tools, i.e. a register receipt. If you find that you prefer the "Lifetime Warranty" tools, then use them, but keep your receipts- you most likely will eventually need them!
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#2 UPDATE Employee

There are SO many alternatives to this problem!!

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

First, I have to wonder just how this whole process started. I have seen a wide spectrum of customers come in for Craftsman Exchange- ranging from those who think that the Craftsman Badge means Lifetime Warranty on everything regardless of what it is to those who are unsure about actual replacement when they know the tools had been abused. One of my personal favorites for ridiculous requests was a person who blatantly told us that his tools had melted together in a house fire, and now that the insurance adjuster had finished his inspection, he wanted us to replace a block of metal with a list he had made up for what he supposed must be in there. In most cases, I am able to justify replacement- regardless of how the tool has been used. The only exceptions I have found on hand tools has been personalization (engraving of personal identification- if this is done on a ratchet, then we are supposed to offer a rebuild kit) and neglect. If your local store can't see the FOREVER warranty for what it offers, however, you can contact Craftsman directly. Your posting on here proves that you have online access, but chose to complain before looking for a solution. Since you haven't found it, Craftsman's phone number is 1-800-377-7414. Maybe talking directly to them will help in the future, since your local store can't figure it out. Lastly, I would urge everyone that your personal experience in any situation with any company is directly influenced by one individual. If that individual is mistaken, improperly trained, or is just allowing a bad day to influence the proper completion of his/her job, it does not mean that the company that employs the individual is evil and in need of public ridicule. It could simply be that better training needs to get to that individual, clearer instruction needs to be given to the particular location, or the employee is finding that he/she has chosen the wrong profession- unfortunately at your expense. Please try to refrain from allowing one such experience to cause you to treat every employee of that company who may try to genuinely help you like they are trying to take you to the cleaners or otherwise cheat you. Also try to remember that any other tool offering a "Lifetime Warranty" has ONE clause that the Forever Warranty doesn't have- Lifetime is to the original purchaser, by definition. The manufacturer can, at any time, require that you provide proof of original purchase of their tools, i.e. a register receipt. If you find that you prefer the "Lifetime Warranty" tools, then use them, but keep your receipts- you most likely will eventually need them!
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#3 UPDATE Employee

There are SO many alternatives to this problem!!

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

First, I have to wonder just how this whole process started. I have seen a wide spectrum of customers come in for Craftsman Exchange- ranging from those who think that the Craftsman Badge means Lifetime Warranty on everything regardless of what it is to those who are unsure about actual replacement when they know the tools had been abused. One of my personal favorites for ridiculous requests was a person who blatantly told us that his tools had melted together in a house fire, and now that the insurance adjuster had finished his inspection, he wanted us to replace a block of metal with a list he had made up for what he supposed must be in there. In most cases, I am able to justify replacement- regardless of how the tool has been used. The only exceptions I have found on hand tools has been personalization (engraving of personal identification- if this is done on a ratchet, then we are supposed to offer a rebuild kit) and neglect. If your local store can't see the FOREVER warranty for what it offers, however, you can contact Craftsman directly. Your posting on here proves that you have online access, but chose to complain before looking for a solution. Since you haven't found it, Craftsman's phone number is 1-800-377-7414. Maybe talking directly to them will help in the future, since your local store can't figure it out. Lastly, I would urge everyone that your personal experience in any situation with any company is directly influenced by one individual. If that individual is mistaken, improperly trained, or is just allowing a bad day to influence the proper completion of his/her job, it does not mean that the company that employs the individual is evil and in need of public ridicule. It could simply be that better training needs to get to that individual, clearer instruction needs to be given to the particular location, or the employee is finding that he/she has chosen the wrong profession- unfortunately at your expense. Please try to refrain from allowing one such experience to cause you to treat every employee of that company who may try to genuinely help you like they are trying to take you to the cleaners or otherwise cheat you. Also try to remember that any other tool offering a "Lifetime Warranty" has ONE clause that the Forever Warranty doesn't have- Lifetime is to the original purchaser, by definition. The manufacturer can, at any time, require that you provide proof of original purchase of their tools, i.e. a register receipt. If you find that you prefer the "Lifetime Warranty" tools, then use them, but keep your receipts- you most likely will eventually need them!
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#4 UPDATE EX-employee responds

What type of tools were they?

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

What type of tools were they? I know that Sears only warrants hand tools without moving parts, with the exception of ratchets. That is to say that if your screwdriver snaps in half it's covered, if your box end wrench warps it's covered, if your 1/2" drive binds up internally it's covered. On the other side if your torque wrench dies 5 months after you bought it it's not covered, if the motor on your rotary tool dies it's not covered. When I worked at Sears we took back some old decrepit looking tools. Shovels, saws, ratchets, screwdrivers, you name it. Unfortunately the tape measure exchange policy does suck. I will yield on that point.
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#5 Author of original report

walmart tools better than sears

AUTHOR: Peggy & mike - (U.S.A.)

i have now purchased about $15000.00 worth of walmart stanley tools and no problems what so ever, i am a professional i dont need sears/craftsmans drama b***s*** and i dont need to take it
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#6 Consumer Suggestion

problem is just THAT sears

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

It sounds to me like the particular sears you are going to has taken it upon themselves to interpret the craftsman policy in a very extreme manner. I work in the hardware department of a sears and we have a very liberal policy. We take back pretty much all handtools. We give new or refurbished ratchets as opposed to kits. If a customer doesn't want a refurbished one we will give new. The refurbished ratchet is fully covered as well. we completely replace tape measures even though that is not actually part of the warranty. we never ask if it is "commercial" use that caused the problems. I would say your problem is with the manager at That store, the craftsman warranty is valid and is accepted. Unfortunately Craftsman can't have a representative at every store watching to see that things are done properly. To my knowledge the only refusal we've given in my 4 years with sears was a gentleman who came in with a toolbox that ad obviously been left open in the rain causing all the sockets screwdrivers etc. to rust. The warranty is void if negligence is the cause. I n your situation I would try going to another sears to see if you have better luck. hope this helped.
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#7 Consumer Comment

Example

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

Craftsman Professional crosspoint screwdriver, 00 x 2-1/2 41526

The point chipped (screwdriver is used on terminal strips in electrical panels) the store I mentioned in my rebuttal would NOT exchange it. I took it with me when I was going to purchase more tools.

I've been purchasing another brand of handtools ever since. The brand that still has a "no questions asked " warranty begins with KL and rhymes with "mien."
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#8 Author of original report

take a tool to sears and see what you get

AUTHOR: Peggy & mike - (U.S.A.)

if you dont believe me take a tool to sears and try to get it replaced

i broke a ratchet a year ago they replaced it with a refurbished on with someone elses name on it i broke it reasently sears would not replace it because it had someones name on it i purchased a 3/8 universal joint it broke next day took it back sears would not replace they said it had a mark on it and it was broke duh the list goes on and on sears has gotten pethetic i am haveing to throw tools away when they brake and that makes me angry i might as well just buy japan tool same difference
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#9 Author of original report

take a tool to sears and see what you get

AUTHOR: Peggy & mike - (U.S.A.)

if you dont believe me take a tool to sears and try to get it replaced

i broke a ratchet a year ago they replaced it with a refurbished on with someone elses name on it i broke it reasently sears would not replace it because it had someones name on it i purchased a 3/8 universal joint it broke next day took it back sears would not replace they said it had a mark on it and it was broke duh the list goes on and on sears has gotten pethetic i am haveing to throw tools away when they brake and that makes me angry i might as well just buy japan tool same difference
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#10 Author of original report

take a tool to sears and see what you get

AUTHOR: Peggy & mike - (U.S.A.)

if you dont believe me take a tool to sears and try to get it replaced

i broke a ratchet a year ago they replaced it with a refurbished on with someone elses name on it i broke it reasently sears would not replace it because it had someones name on it i purchased a 3/8 universal joint it broke next day took it back sears would not replace they said it had a mark on it and it was broke duh the list goes on and on sears has gotten pethetic i am haveing to throw tools away when they brake and that makes me angry i might as well just buy japan tool same difference
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#11 Author of original report

take a tool to sears and see what you get

AUTHOR: Peggy & mike - (U.S.A.)

if you dont believe me take a tool to sears and try to get it replaced

i broke a ratchet a year ago they replaced it with a refurbished on with someone elses name on it i broke it reasently sears would not replace it because it had someones name on it i purchased a 3/8 universal joint it broke next day took it back sears would not replace they said it had a mark on it and it was broke duh the list goes on and on sears has gotten pethetic i am haveing to throw tools away when they brake and that makes me angry i might as well just buy japan tool same difference
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#12 Consumer Comment

I've never had a problem with them

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

My all time favorite ratchet is a Craftsman Pro series with the swivel head. I have worn out at least 2 per year for the last 15 years. I've tried Snap-On, Matco, Mac, Cornwell, and S-K. The best one I've ever owned is that black handled Craftsman. I've never had a problem getting it swapped out. I use Craftsman screwdrivers as prybars. When the tips break off, I swap them out...no problem.

The "Sears" brand of tools do not have a lifetime warranty. Only the "Craftsman" brand do.
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#13 Consumer Suggestion

I have never had an issue with swaping out craftman tools

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

I had to swith out a tool that came in a set. The sales clerk didn't bat an eye when we swapped it out with the closest tool they sold seperately which was a better tool.
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#14 UPDATE Employee

Reccomendations

AUTHOR: The Consumerist - (U.S.A.)

Have you tried talking to a manager?

Try calling the Craftsman Hotline.
1-800-682-8691

If all else fails try
847-286-2500

That # is very high up the ladder. Ask for Bruce.
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#15 Consumer Suggestion

Consumerist AKA employee

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

""Craftsman hand tools have an unlimited lifetime warranty. This lifetime warranty program was instituted by Sears when they began selling the Craftsman line in 1927. This warranty program requires no receipt or dated proof of purchase.""

Oh really now? I'm 54 years old and I remember when Sears/craftsman handtools had a lifetime "no questions asked" warranty.

NOT ANY MORE.

IF what you post is true, I think you should call the SEARS HARDWARE store at the corner of Delaware Avenue and Sheridan Drive in Tonnawanda NY (actual location in on Sheridan.) This particular store does NOT give any warranty on such things as scales (steel rules and straight edges,) bubble levels, adjustable T-squares, or screwdrivers.

How do I know? Because an associate there told me that when I was purchasing many tools for a new job at a major auto parts manufacturer (the associate did not know this.) The associate explained that certain handtools (he emphasized those tools made in China) are NOT warranted-period.

This was in 1997.

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#16 UPDATE Employee

The craftsman warranty

AUTHOR: The Consumerist - (U.S.A.)

Craftsman hand tools have an unlimited lifetime warranty. This lifetime warranty program was instituted by Sears when they began selling the Craftsman line in 1927. This warranty program requires no receipt or dated proof of purchase. If the owner takes the item into a local retail store, it may be replaced or repaired free of charge. In some cases, such as ratchet wrenches, the customer may be offered a repair kit that he/she can use to repair the item. The unlimited lifetime warranty is voided if the tool is used in an industrial or commercial environment. For these situations, there is a special unlimited warranty program.

The Craftsman Unlimited Lifetime Warranty Policy is as follows:

If this Craftsman [hand tool]* ever fails to give complete satisfaction, return it to any Sears store or other Craftsman outlet in the United States for free repair or replacement. **This warranty gives you specific legal rights and you may have other rights, which vary, from state to state.

The hand tool lifetime warranty is also in effect on many Craftsman Lawn & Garden products including rakes, shovels, clippers, brooms, trowels, pruners, hoses, sprinklers, hose nozzles and other small gardening hand tools.

In 2003 Sears removed the lifetime warranty from Craftsman flashlights. Another limitation to the warranty introduced in 2003 Craftsman tape measures carry a lifetime warranty on all parts except the blade itself. Replacement blades, however, were made available for purchase from the stores to offset this policy.

The lifetime warranty does not include Craftsman power tools and precision hand tools. Craftsman portable power tools, bench power tools, air compressors, powered lawn & garden products and other powered items carry various warranties while many specialty hand tools such as torque wrenches, except beam-type torque wrenches which carry a Lifetime Warranty, and work lights carry a one year warranty. Sears offers Merchandise Replacement Agreements and Master Protection Agreements on most of their tools that extends the basic warranty. Master Protection Agreements also include yearly maintenance checks that may take place either in the home or at a local Sears repair center depending on the portability of the item. Repair Protection Agreements are available exclusively on powered Lawn & Garden products and are nearly identical to the Master Protection Agreements except lack the yearly maintenance checks.

After the merger, Kmart began selling Craftsman products and honor the hand tool lifetime warranty.

* The words "hand tool" are often replaced on the product's packaging with the actual name of the tool. i.e. wrench, hammer, or shovel.
** On certain products, there is an additional sentence added into the warranty noting that it does not cover expendable parts such as replacement blades for utility knives or the tape on tape measures.
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#17 Author of original report

any tool

AUTHOR: Peggy & mike - (U.S.A.)

if there is any marks or scratches on it it will not be replaced.
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#18 Author of original report

any tool

AUTHOR: Peggy & mike - (U.S.A.)

if there is any marks or scratches on it it will not be replaced.
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#19 Author of original report

any tool

AUTHOR: Peggy & mike - (U.S.A.)

if there is any marks or scratches on it it will not be replaced.
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#20 UPDATE Employee

What?

AUTHOR: The Consumerist - (U.S.A.)

Powertool or Handtool?
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