Sears Protection Agreement Update

Well, I'd be wary of granting discretion to alter prices of anything just because someone thinks it should be cheaper. Also, the $50 gift card program for the Ultimate Appliance Promise was a failure because people didn't want a consolation prize for a promise unfulfilled; they wanted the promise fulfilled. There was actually more negative feedback by promising next-day delivery than without it. And Sears has been considering the possibility of offering a ServiceSmart Plan-like product, but nothing has been finalized as of yet. However, once someone has decided against a protection agreement, they're fixed on "no," so pitching an entirely separate plan would be incredibly likely to yield additional negative responses.

I do agree, though, that there is still some fine-tuning that must be done with some protection agreement prices, especially in electronics (and with air conditioners, too), and that Sears can take a more dynamic approach to passive presentation of protection agreements via collateral.

Agreed, maybe the $50 gift card doesn't work well... and I'll meet ya on the price adjustment policy w/ PA's.

Excellent post! Sears protection plan on appliances is much more expensive than many on-line and in-store competitors. In addition the Kenmore brand has a higher breakdown rate than many other brands. I would suggest giving a free second year warranty or a very low protection plan on Kenmore appliances to promote sales.

Keep in mind that the prices are only higher than the "extended warranties" that some retailers offer. If you look at a comparable plan, like Best Buy's "Black Tie" service plan, you'll find that our prices and theirs are incredibly similar. We simply offer far more benefits than the "extended warranties" do, and that vastly increased suite of benefits doesn't come free. If you want a Corvette, you won't pay a Cavalier price for it, but you'll also be getting a Corvette. In other words, you get what you pay for.

MPA's are simailar to gambling in Las Vegas or any other Casino resort.  The advantage goes to the house.  Most products are trouble free however since they are built by humans, there are always a few that dont quite make the grade that make distrubution for sale.  MPA's should be important to high end merchandise for this reason and the customer should weigh that accordingly to their needs, risk assement and affordibility.

1) The blue & white collar handout has been discontinued - form # 1858      agree a new informative revised self explanatory handout is needed.

2)  The pricing tiers are steep compared to competitors HD, Lowes, Best Buy      but these stores do not have a complete service group, most rely on A&E      ( Sears ) for service/repair. Yes, BB has Geek Squad Techs.

When mentioned to clients- most have no interest in this info. That is why those others guys can afford to have low protection agreement pricing and free delivery, etc, etc. They dont have the OVERHEAD thats comes with a service group,  the irony -SHC does make $$ doing svc work for these competitors.

3) Yes, a guaranteed turnaround "responce" time should be in order with a discount on labor if unable to be met. I wonder if there are metrics within Sears service organization that actually tracks this type of info, if they want to improve-you must have this type of data.

4) Dead pixels- usually the mfg lists them as a defective under their warranty as defined in a cluster , not just one or two. Next time sales rep from Sony or Panasonic * others visit store-ask them or read the fine print in their warranty or call mfg on your own. Cannot repair a pixel in the field, you replace the screen  (the whole TV ). Does Best Buy Geek Squad or Frys calibrate? think its an extra costup. Does Sears actually have the techs with skillsets to perform this function? There are calibration software programs available to the consumer videofile types and if you dont know the color spectrum-its risky task.

5) No part time associate is going to have the authority to lower cost unless you have a swipe card and good reason to adjust the cost. Their are extended warranties when use certain credit cards that offer extensions to a mfg LIMITED warranty         American Express, even the Sears Citibank Mastercard, etc

After discussion with a SearsCares Rep I do have a comment or two but first Im thinking over those comments.  Mostly positive fyi

It's good to mention that Best Buy's Black Tie premium protection plan is actually priced very similarly to a Sears Master Protection Agreement, with extremely similar suites of services.

So, information providers, please advise,,,

Do you offer a service plan without a "lemon Clause" ? or is that BS?

You guys are dropping the ball here!  

First of all Sears does not sell extended warrenties. They offer Protection agreements, that in some cases include a maintenence check each year. The protection agreement covers alot of things that the warrenty does not cover, during the warrenty period. The Protection agreement is meant to protect you from any unforseen cost should they arise. A service call can be as high as $129. plus parts and labor, much higher then it will cost you for a protection agreement per year. Electronics cost alot of money to fix, and having the insurance of a protection agreement helps to eliminate any unforseen cost. Break the cost down on a per year basis and you will agree that in most cases its as much as you would paid to have your car serviced. Speaking of a car, how much do you pay for car insurance? Really think about buying a protection agreement when you buy and expensive item like a TV or and appliance, and its renewable, and transferable. All manufacturers try to build things to last as to have a good reputation but things do fail, and when they do manufacturers can only cover it for a limited amount of time, and thats why Sears offers the extra protection, for life if you choose to do so. I hope this made some sense and helps you to reconsider getting this protection. By the way Sears only sell these products they don't make them, but do stand behind their products with the Protection agreements......Pennies wise, Pound foolish comes to mind.....

Hondo,,, nice try but hear us out.

First: You didn't answer the question. Is there a protection agreement which does not include the Lemon Clause? Simple question I thought.

Second: We understand it's not an extended warranty. We also understand FULLY what it's supposed to cover. What you seem to be missing is the fact that, WE HAVE TO FIGHT WITH EVERYONE WHO REPRESENTS SEARS TO GET WHAT WE"VE PAID FOR!

Please check past posts a little before commenting and then by all means, please give a straightforward honest answer to the question above!

Mr. Hondo, though you post few posts,  you do chime in from time to time.

If I may quote you from December 18 "I am an associate and I take pride in providing full care service, and I am sure the majority of us do."

Please arrange for the community to identify you in your profile as an associate.

Thanks and have a great day!!!!!

Prospective customers should view Hondos "review" of the Master Protection Agreement.

jfinbos said…

Hondo,,, nice try but hear us out.

First: You didn't answer the question. Is there a protection agreement which does not include the Lemon Clause? Simple question I thought.

Second: We understand it's not an extended warranty. We also understand FULLY what it's supposed to cover. What you seem to be missing is the fact that, WE HAVE TO FIGHT WITH EVERYONE WHO REPRESENTS SEARS TO GET WHAT WE"VE PAID FOR!

Please check past posts a little before commenting and then by all means, please give a straightforward honest answer to the question above!

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Well it never posted my responce, 
the MPA (grills, Kitchen stuff, tv's, fridges ect ...) do have a no lemon clause.
(i think its 4 calls in one calendar year for the same part, but don't quote me on that) 
the MRA, anything that has gasoline go through it does not have that coverage 
You should however review all the paperwork found online 
http://www.sears.com/shc/s/nb_10153_12608_NB_ProtectionAgreements?adCell=B4 
there or at your local store. Blue is MPA and Green is MRA just ask to take a look at both.