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Lockedrecent experience at Sears

posted on March 05, 2009 at 10:24PM Inappropriate?
I purchased a lawn mower earlier today. i was in the store for 15 minutes walking back and forth looking at the different mowers. i saw 2 sales associates chatting and totally ignoring me. i young salesperson that was pushing a riding lawn mower, stopped what he was doing to help me. he answered all of my questions and i made the purchase. The box was too large to go in my trunk so the 2 employees ended up putting the mower on the back seat of my vehicle. i thought the employee put the owner's manual in th backseat, of course i realized that i didn't have the manual or the keys to the lawn mower, once i was putting the mower in my garage. i called the store immediately and was offered a printed copy of the owner's manual when i come back to the store. i don't feel that a generic printed copy of the owner's manual is acceptable.
replies: 22 latest post: March 27, 2009 at 09:11PM by marinemom2000
Displaying posts 1 - 20 of 22 in total
posted on March 05, 2009 at 10:39PM
 
In response to az2nc1's post from March 05 2009 10:24PM
az2nc1 said…
i don't feel that a printed copy of the owner's manual is acceptable.
well i dont think they have it on stone any more
posted on March 05, 2009 at 10:46PM
 
In response to goodole312's post from March 05 2009 10:39PM
maybe you don't understand what i meant by a printed copy. That would be pieces of paper with instructions and black and white pictures from the internet. Not what i paid for !
posted on March 05, 2009 at 11:16PM
 
In response to az2nc1's post from March 05 2009 10:24PM

As I have said before  on other post retail is all  about service and trained and motivated associates.

Let the owner or manager or the store know you are a happy camper.

Not sure if this is your first rider but hopefully they covered the operations of the mower with you as well as ensured that it had oil in it before it left the showroom. I am not sure is Sears ships their mowers with oil or w/o oil. If you ever break a spindle mechism and have to replace it you can just buy the piece you broke and marry the old and new pieces togther to save you some money.  After I paid my fist $100 to have my first one replaced i learned how to do it. I have about 5 acres I keep cut down with my Sears mower I bought about 6 years ago. It has held up well. I have a lot of rocks and normally replace about 4 to 5 spindles a year. Just keep the oil checked and changed, tires inflated, belts changed and you will be good to go.Speaking of belts they are to high price in my opinion from Sears, Lowes etc and found the generic belt and the local Farm and  Garden Tractor supply store a lot cheaper. Be sure to buy you some extra keys as they are generic. Keep one where your wife or kids will not know where it is and this way you will always have a key for the mower when you are ready to use it. One other note, buy you a can of tire inflater like you use in a car tire to seal your cuts in your tires if yo have any. I live about 9 miles out and at night or on the weekens you cannot always find a tube for a flate tire and you have to be extra careful when you put a new tube in  or you will pinch it  and tear  a hole in it and there goes your money.I also keep a little spare air compressor in my trunk.

HAPPY GRASS CUTTING

I HAVE GOT MY MONEYS WORTH OUT OF MY MOWER.

posted on March 06, 2009 at 06:23AM
 
Hi Az2nc... sounds like you bought one of the key start self propelled mowers and the parts bag was left at Merchandise Pickup or missing from the box entirely.  You should return it for another one if they can't find the oil, charger, key, manual etc. I'm sure you have already been taken care of, and welcome to SK-you. 
posted on March 06, 2009 at 09:35AM
 

Hi there and welcome to the community! Can you send me the model number to this mower by putting a comment in my profile, along with your email address and I'll try my best to get you a complete manual? Please be sure to mark your comment as 'private' since you'll be including your email address.

Thanks!

posted on March 06, 2009 at 11:17PM
 

Just so I understand this thread;

The black and white printed manual was not with the mower.

But, the store offered a black and white printout of the manual (containing all the information the "printed" manual carries), available on demand.

But, you would rather "wait" for a folded/printed copy of the manual?

I am confused.

This manual on demand thing is a VERY new feature, offered to Sears stores and the stores' Customers.

It sometimes takes several weeks for ordered printed manuals to arrive from Parts Direct (depending on printing schedules, no doubt).

 

posted on March 07, 2009 at 02:28PM
 
I get what the guy means it's simple really . He bought a mower and he did not get a manual or the key or the oil that comes in the box with his purchase. He is entitled to that stuff, whether it wasnt in the box or the mpu associate forgot to load it in the car. Why should he have to take one printed off the internet when he paid for it and was supposed to be with his merch. whats so hard about that. He should return it and get a mower with all the parts that come with it.
posted on March 09, 2009 at 04:38PM
 
In response to hdtech1e's post from March 07 2009 02:28PM
Thanks for your comment. you are exactly right. i did not receive the owner's manual, the key for the key start, or the battery charger. I thought the guys put all that stuff in the back or the car when they loaded it. A half hour later, upon having it unloaded from the car is when i realized i didn't any of that stuff. I went to the store this weekend to have one of the sales reps order one from the manufacturer and they said i should receive everything on or before 3/13/09. Thanks for understanding, i thought my message was self explanatory too, though it was a little long. have a nice day :-)
posted on March 12, 2009 at 04:40PM
 
i just wanted to update everyone. I went to Sears over the weekend and requested that they order the manual for me, the charger, and the key. I received everything within 3 days, EXCEPT for the key. I called once again to find out what's the deal with the key. A customer service rep told me that the mower could be started by pulling the cord. Duh!! if i wanted to continue to pull the freakin cord, i would've just purchased a regular lawn mower. I am so frustrated because i had to call once again and the other Sears rep told me that it may come in a different shipment, as the manual and the charger did. I almost feel like lugging that 100 pound lawn mower back to Sears but they take out a 15% restocking fee. I wonder if that includes exchanges? i did see another mower that i probably would have been just as happy with.
posted on March 12, 2009 at 11:16PM
 

The customer service representative should not have told you to use the cord.  I am sure your key will arrive shortly.  I have always had good luck with things bought from Sears.  Of course, everything should have been included with the original purchase.  Best of luck and keep us posted.  I'm always interested in how customer service situations play out.

posted on March 15, 2009 at 05:53AM
 
I sure am glad you all have this topic going.  I also purchased a riding lawn mower yesterday at the Sears store here in Topeka.  The associate who sold it to me was a super friendly fellow who was also training a new sales person.  He did explain to me about the oil and even asked if would like another container which I did purchase.  I am not picking it up until Monday as a friend will be taking me there who has a trailer for his jeep.  Now I will know to ask the right questions and insure I get the manual, keys, etc when I go pick it up.  I am also going to take my camera and take a picture of the the employee along with the tractor so I can write a review on it in the near future.  And by golly it has a cup holder so on those hot days I can put some fine liquid refreshment can in it to keep me cooled down:)
posted on March 17, 2009 at 08:52AM
 
In response to tornadopat's post from March 15 2009 05:53AM
I am glad to hear that my experience has helped someone else. When you purchase something like a riding lawn mower or a key start lawn mower there are certain things that the average person may not know. My key still hasn't arrived so i will call the store again today. Make sure you get all of the stuff that you paid for. Enjoy your riding mower, we may be cutting grass really soon. At least we will because we have had 4 consecutive days of rain.
posted on March 18, 2009 at 02:18PM
 
Good Morning, i just want everyone to know that I did call to Sears to request the mower key and when i arrived, they had the keys waiting at the desk. So, I now have everything that i am supposed to have for my lawn mower.
posted on March 18, 2009 at 09:55PM
 
In response to az2nc1's post from March 18 2009 02:18PM
amazing all you had to go though for one little hunk of plastic when they could have just taken the one off the floor model for you then ordered a replacement for it
posted on March 18, 2009 at 10:29PM
 
In response to az2nc1's post from March 18 2009 02:18PM
amazing all you had to go though for one little hunk of plastic when they could have just taken the one off the floor model for you then ordered a replacement for it
posted on March 19, 2009 at 11:34AM
 
Might i suggest a lanyard for the key? :)
posted on March 19, 2009 at 07:23PM
 
In response to tornadopat's post from March 15 2009 05:53AM
I think its great that you want to recognize the assoiate for a job well done. So often we talk abot the negative but its nice for someone to point out the good in someone.I am sure it will make him feel good and inspire him to continue to give over the top customer service.
posted on March 20, 2009 at 12:59AM
 
In response to madgolfer's post from March 19 2009 11:34AM

If you use a lanyard get ones that breaks away if it gets caught in/on something.

posted on March 20, 2009 at 01:06AM
 
In response to marinemom2000's post from March 19 2009 07:23PM

Right on point. A little praise goes a long way.

Tell you Marine hello for me he and his company are in my prayers as well as all of our service personal.

Is Mount Perry close to Camp Perry? My son, before he went into the Marines went to Camp Perry to shoot ARs..He is out now, married and just had a daughter so this makes me a spoiled granddad.

 

posted on March 20, 2009 at 08:52AM
 
In response to goodole312's post from March 18 2009 10:29PM
hello goodole312, i thought that too, but maybe there was a reason behind all of this, it may be to teach me some patience and pay more attention. I feel that everything happens for a reason. The next time they sell a lawn mower, maybe they will remember me and make sure that the customer has everything before leaving the store.
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