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The handtool warranty game - is it, or isn't it

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Idea_tail_up posted on August 16, 2009 at 05:35PM to Pricing & Policies
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Having read the discussion (as it continues to grow!) about the hand-tool warranties, it is mentioned how the fine print on the package should be consulted when considering bringing an item in under the warranty policy.  How many people keep packaging from a year, two, or five years ago?  How many of you have stacks of all your Craftsman receipts organized and filed away so they can be found and read (they fade over time, btw)?

What's wrong with considering a logo like CRAFTSMAN FOREVER or CRAFTSMAN LIFETIME or SEARS LIFE, etc. and etching this into the product?  Make it part of the product.  Sears/Craftsman spends a lot of time designing logos and packaging along with the tools so this is a NO BRAINER to simply have a PERMANENT logo made as part of the item for those that carry this warranty.  Today's technology makes this a simple thing to do.  It also adds to brand recognition and having that logo out there.

So, what about a permanent mark (etched, inked, laser scribe, etc) ON THE PRODUCT that doesn't wear off and solves this "is it or isn't it" dilemma for the tool warranty?


Latest comment: August 20, 2009 at 07:56PM by yardNgard • Total: 6 comments • leave a comment
posted on August 16, 2009 at 10:05PM
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The problem comes when you have things like blades on a tool, which are not covered for dulling, or screwdriving bits, which are not guaranteed while the tool that holds them is. Creating tiers of imprints would mean, basically, creating a code or imprinting the exception to the rule on the product itself, at which point it becomes a mess. The Craftsman name on almost any hand tool means forever. For the rare product that isn't, an explanation and showing the warranty is generally adequate for almost all people. Unfortunately, the least reasonable are also the most vocal, thanks to the old "give 'em anything to get 'em out" strategy. :) By the way, you don't need your receipt for the forever guarantee, just for the warranties that end in X years.


posted on August 16, 2009 at 10:21PM
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In response to BlueCrewGuyInMA's comment from Aug 16, 2009 at 10:05PM:
 

No, I think you missed my point. I'm not talking about items like bits and blades. Sears has classified those as wear items and we've never seen that covered. In your example, the cutter would have a marking on it. The blades would not. No codes, no tables. Include all the fine print necessary on packaging, but don't expect customers to be lugging packing in from years ago. You don't want to do it, customers don't want to do it. :-) I'm not talking about a grading system for different codes. Either it IS covered, or it ISN'T. Making this over-complicated is why there are so many issues now, as you can see. It is not a big deal to have an item marked in manufacturing. I've been in manufacturing for many years and know this is not a huge cost item issue or inconvenience when put in the product design. I don't agree having the Craftsman name on any tool means "forever". We've seen comments from many members and AdamO's discussions that this IS NOT the case sadly. (HAHA - not picking on him, but he has elaborated a LOT of info). I have TONS of tools that are Craftsman that are not "forever". RECAP: Again, I'm talking about a simple durable marking for the "forever" qualified tools. Not everything needs this marking if it is not part of the "forever" plan. I'm talking about a way to eliminate the issue of retaining packages for years on end or receipts (that go missing or can't be read). This would be a lot easier to look for a symbol or mark that doesn't rub off than trying to haggle over "is it" or "isn't it". It helps the associate in the store readily recognize the item and it speeds up getting the customer request resolved. Win-Win. :-D


posted on August 16, 2009 at 10:45PM
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gaaaah. Sorry for those that read this discussion. I had paragraphs and spacing but this tool and page does NOT retain my formatting. I don't like it all jumbled together either as u can't read it easily. I've submitted the enhancement request. :-)


posted on August 17, 2009 at 11:55AM
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so you basically want to take a product back to a store years later with no record of purchase, proof, or packaging... sounds familiar.


posted on August 17, 2009 at 10:28PM
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This is not a debate of purchase, or a way of trying to get around that. The topic is: Does the item qualify as a FOREVER ITEM or not. If I have the receipt I can bring it, but as have repeated - FOREVER items do NOT need a store receipt to be replaced. The policy doesn't force you to have a receipt, supposedly. The question is not over purchased vs. not purchased, or packing vs. not packing. The question is over whether the item is a FOREVER item or not. If it were marked right on the item permanetly (the topic of my original post), then there would not have to be any question for the consumer or the store if this item qualifies. Hope that clarifies. No books, tables, sites, or computers are needed. The item would should be permanently marked. "Craftsman" or "Sears" does NOT mean it's a FOREVER item.


posted on August 20, 2009 at 07:56PM
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bump for the day




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