Tool Sets Discussion Board

Lifetime Warranty is slipping in value, along with customer service

GardenTractorMan — Sat, 14 Jan 2012 04:06:43 GMT

Thanks for the update Big Mike. Many months ago Steve said I needed to report anyone with a similar problem to him. I think Steve might have thought I was his employee or something. LOL!

At least Steve was able to help you when you needed help.

Lifetime Warranty is slipping in value, along with customer service

BigMike4511 — Sat, 14 Jan 2012 00:07:45 GMT

GardenTractorMan said…

I have been a life-long Sears customer and so far Sears has replaced all of my broken Craftsman ratchets with new ones. Several discussions have been posted with complaints similar to yours. I dread the day anyone at Sears fails to provide warranty service. Try searching the discussions for a man named Steve Light and give him a call.

Steve Light was the VP of tools, but he has already left Sears. Sad, because in my talking to him he was one of the few people who actually understood the value of long time tool customers

Lifetime Warranty is slipping in value, along with customer service

JulieK — Fri, 13 Jan 2012 22:32:11 GMT

Thanks for posting an update, JAF73! Glad to hear it!

Lifetime Warranty is slipping in value, along with customer service

Kevin-Pace — Fri, 13 Jan 2012 22:26:31 GMT

Great! So glad we were able to get you squared away.

Lifetime Warranty is slipping in value, along with customer service

JAF73 — Fri, 13 Jan 2012 21:54:37 GMT

A quick update - Thank you Scott and Robert who called me from Sears. I appreciate the quick response and explanation - and more importantly, the fact that contact with the store will be made so they understand that they messed up. Additionally I'm thankful that Sears is going to send me a gift card for the price of the ratchet. People don't usually reply when things are resolved - but I wanted to let everyone know that so far, I'm satisfied with the prompt and courteous handling of this situation.

Thanks again

Lifetime Warranty is slipping in value, along with customer service

JAF73 — Fri, 13 Jan 2012 18:53:58 GMT

Email sent - thanks Scott. As a side note, when I was in the store another gentleman brought in the exact same ratchet with the same problem (skipping teeth in the head) and he was told the exact same thing - that the sales associate had to mail it in, even though there were several replacements on the shelf. If, as Kevin stated, the sales associate was mistaken, it would be worth looking into. I do not have the sales associates name - but the store is in the mall in Lake Charles, LA (640 W Prien Lake Rd). Ensuring the warranty is executed correctly should not be the responsibility of the customer posting on forums - it is the responsibility of the company who is seeking my money.

Thanks Kevin and Scott, I appreciate your help.

Lifetime Warranty is slipping in value, along with customer service

Kevin-Pace — Fri, 13 Jan 2012 17:40:45 GMT

Your sales associate goofed big time or was trained extremely poorly. We don't call in warranty claims for shipping unless it's an item that isn't carried in store but is carried in the online catalog only. In your case, the 44815 is still a valid item we carry in store so it should have been swapped out for you immediately. Get in contact with the representative from Sears Cares who posted a little higher up in this thread to get things straightened out for you.

Lifetime Warranty is slipping in value, along with customer service

SearsCares-Scott — Fri, 13 Jan 2012 17:27:58 GMT

Hi JAF73,

Please accept our apologies for the disappointment surrounding your ratchet. The Craftsman name has a long standing reputation of uncompromising quality and durability. Despite being let down, we'd like to look into this for you and connect you with one of our corporate case managers. Please send us an email to smadvisor@searshc.com to the attention of Scott containing your screen name used here (JAF73) & your contact information (preferably a phone number).

Thank you,

Scott J.

MySears Community Moderator

Lifetime Warranty is slipping in value, along with customer service

GardenTractorMan — Fri, 13 Jan 2012 16:38:41 GMT

I have been a life-long Sears customer and so far Sears has replaced all of my broken Craftsman ratchets with new ones. Several discussions have been posted with complaints similar to yours. I dread the day anyone at Sears fails to provide warranty service. Try searching the discussions for a man named Steve Light and give him a call.

Lifetime Warranty is slipping in value, along with customer service

JAF73 — Fri, 13 Jan 2012 06:14:58 GMT

I'm becoming more an more displeased with the customer service and warranty with/of Sears as it relates to Craftsman tools.

Starting a few years ago, on the rare occasion that I would bring a broken tool I found that the sales associate would tell me not to grab a new one off the shelf, which was the practice until then, but instead open a drawer of refurbished tools and hand me a replacement. This bothered me because I didn't want a refurbished tool - that's not what the warranty states. However, I let it slide because at least I still got a working tool as a replacement.

However, two weeks ago I brought in a broken 3/8in ratchet, part number 944815 and picked up a replacement from the shelf. When I brought it to the counter the sales associate said that now they have to mail in the tool and I'd be mailed another (presumably new) replacement. I told him I thought the new policy was ridiculous from the business standpoint because Sears is now paying shipping costs twice - item by item, as opposed to bulk shipments routinely scheduled to replenish their stores stock. He wrote down my information and called in the 'claim' to, well, someone. I asked him what my guarantee was that I'd get my tool and what proof would I have that I ever owned it once he took it from me. His reply was that he'd give me the slip of paper that he wrote my information on that also has my claim number. I have that slip of paper in front of me now, there is no mention of part number 944815. However, today I received my 'replacement' ratchet - part number 924967 - not at all what I originally purchased. Not only does this new policy not make sense to me fiscally, but I'm left with a headache of trying to prove that this slip of paper with handwritten info on it is actually any real proof that I once owned 944815. What's worse, the sales associate didn't even write down the part number on the slip of paper - so now I've got the wrong ratchet in my hands and no proof that I ever owned 944815.

Why in the world is Sears doing this, and what is my recourse?

22k gold plated wrench set.

GardenTractorMan — Sat, 16 Apr 2011 04:01:11 GMT

If they turn you away you might consider going to mydisplaycase.com, requesting a quote for your own case. The new sets with the case are currently unavailable on Sears.com. Have you tried contacting APEX Tool Group at 800-688-8949, and asking them if they can give you an item number for the case?

22k gold plated wrench set.

rcarr61 — Sat, 16 Apr 2011 03:24:08 GMT

Try calling the catolog, they may sell it se prately, 1-800-377-7414 is the number i believe

22k gold plated wrench set.

RuthSchaefer — Thu, 14 Apr 2011 16:16:52 GMT

My husband just received the 22k gold plated wrench set, serial # 0590 as a gift. Unfortunately, the tools came in a black canvas case, and I want to buy him the walnut case that I've seen them in. Can anyone point me in the right direction as to if I can buy that seperately. Thanks all!!

Craftsman tools

uratool — Sat, 07 Aug 2010 18:04:59 GMT

hello tools

Craftsman tools

Overtkill — Mon, 19 Jul 2010 19:25:58 GMT

Anything's nicer when teflon coated. :)

Craftsman tools

chevymechanic — Sat, 03 Jul 2010 08:22:30 GMT

Yes I would say try to find at least a 200 piece set to start. Larger sets should run about a buck per piece. Always put them away and keep them in a moisture free enviornment and remember storage is key! DO NOT buy a folding case set unless after a month you want to pick them off of the ground every time you use them. good luck!

Craftsman tools

Dinger91 — Fri, 04 Jun 2010 21:30:01 GMT

I also have a question that some of you might be able to help me with. I am not a mechanic or anything but I like to do handy-work on a lot of little projects to avoid having to pay for the service. I currently have a bunch of my dad's old junk tools but I am wanting to purchase a new set of Craftsman tools. Any ideas on a good starting tool set?

Craftsman tools

Kevin-Pace — Thu, 27 May 2010 18:18:06 GMT

Sears sells a neat product call BoeShield that's a spray. You apply it when the tools are new or recently cleaned very well and it creates a light film on it that is moisture resistant to prevent rust, even if the tool is sitting in water. It says on the package that even under the most strenuous of use, the film should last at least a year before you need to spray them again.

It's similar stuff to aviation sealant. Hence the name BoeShield as it is marketed by Boeing.

Craftsman tools

TriCoRob — Thu, 27 May 2010 12:46:49 GMT

Just sprayed WD40 on the tools? Wow. At my store, we wouldn't have bothered with that one. Just swapped them out.

I'm sure the WD40 probably "did the trick" for the most part... but, wow.

Craftsman tools

DirtyBusiness — Thu, 27 May 2010 11:29:46 GMT

Ok really rusting covered? I have broken screwdrivers prying, worn the tips off shovels, and busted ratchets using a rather large "persuader" pipe to free stuck nuts, even ran over a hose with the mower. All replaced without hassle. The rust had to come from moisture and neglect. I like the way they stand behind hard working tools that give their lives and die in the line of service. Rusting away is your own fault.

BTW I have a cleaning business and a wet toolbox that is full of rusty tools. I just douse it with wd40 or PB-Blaster every time I close the lid it and in spite of the rust all the tools still work fairly well, in sprite of their appearance.