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HarcourtArmstrong
March 13, 2009 6:53 PM
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It also doesn't apply to any torque wrenches.

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nataku8_e30
March 13, 2009 6:55 PM
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I'd say Snap-On, but damn are they expensive (probably worth it though...) I've personally never had a problem with exchanging a Sears tool, but I usually break them in more obvious ways as well. And if they're not a little bit rusty or grimy, they're obviously not being used...

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Anonymous
July 12, 2009 9:57 PM
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I have an extreme example of the marvelous Snap-On lifetime guarantee. During world war two their tools were made under license and included in the Sherman tank tool kit. My father a UK signals engineer requisitioned a set from a blown up tank in Belgium. Not too long ago the w ratchet wore out. Snap-on identified its vintage and being unable to fix it provided a lifetime guarantee replacment (and the original back)

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SpdRacer
March 13, 2009 9:16 PM
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@nataku83: Go to Lowes and get Kobalt, they are manufactured by Snap-On for Lowes.
I have never really liked Craftsman since I actually started to work on cars and such, the ratchet and wrench heads are to big to fit in a lot of areas to allow for easy use.

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From the cubicle of PGibbons
March 14, 2009 12:52 AM
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@SpdRacer: no, No NO!! Kobalt and Lowe's ripped me off once - just ONCE on their alleged \"lifetime warranty.\" Printed on the package, but apparently does not apply to the product WITHIN the package. Had to escalate a defective (fell apart without any abuse) $5 screwdriver from the return jockey, to the store manager, to the corporate HQ. Lowe's/Kobalt says that even though the warranty is plastered all over the screwdriver package, they don't actually warranty it - because \"screwdrivers break,\" and that they're \"bits.\" Huh?!?

What's really odd about Lowe's is that every employee I spoke with didn't have a clue that printing \"lifetime warranty\" and/or \"hassle free exchange\" or whatever the wording it - is actually MEANT to be honored. Why does Lowe's print \"lifetime warranty\" and then pull these stunts when it comes time to honor it? They must just like arguing and fighting over the absurd, and in this case the customer isn't taking \"no\" for an answer...

And if the \"Kobalt\" tools are made by Snap-On, then Snap-On has gone waaaaaay downhill. Pure junk IMHO.

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fall_farewell
March 13, 2009 6:57 PM
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As soon as I saw the word Sears on this post I started sympathizing. Sears sucks.

Although, since it is true that they do not replace rusted products - it's no surprise that they didn't.

However, it is possible that the fact that the toolbox leaked could override that rule, since a defective item that they DO replace caused the rust to occur.

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Shappie
March 13, 2009 6:58 PM
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Unfortunately, his problem is most likely with Sears and not Craftsman. Is there any place that sells Craftsman and isn't a Sears customer-death-trap?

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reidnez
March 13, 2009 6:59 PM
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This is a very unfortunate story. I favor Craftsman tools entirely because of the exchange policy; there are better-quality tools out there (Snap-On, Matco) but it isn't as easy to get them replaced. You don't even have to have the receipt.

I once brought in a Craftsman rotary tool (basically a cheap Dremel) which I'd have for several years, and had simply burnt out because of wear. I'm almost certain that the associate could have chosen not to replace it, because all electric motors will burn out with enough use. Instead, he gave me a new one on the spot. The $50 that Sears spent giving me a new tool was more than made up by the fact that I have subsequently bought several hundred dollars worth of Craftsman tools because I trusted the \"no-questions-asked\" return policy.

Craftsman tools are good quality, but they aren't the best. If I lost my faith in their return policy, I would be more inclined to buy premium tools like Snap-On, because they are generally going to hold up longer. The return policy alone is what keeps me buying Craftsman.

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SpdRacer
March 13, 2009 9:18 PM
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@reidnez: That is AMAZING that they replaced it, since electrically powered tools are not considered hand tools.

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mac-phisto
March 13, 2009 7:55 PM
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@reidnez: this is what makes me sad about so many companies today. the whole purpose of the replacement policy is to generate repeat business; generational business like the OP's. sure, there's a cost to the service, but consider it marketing - & cheap marketing at that. every time someone comes into a store to return a tool, there's an opportunity to sell them something else.

did they stop teaching this stuff in business school? when did it all stop being about dollars & sense & start being about dollars & cents? am i the only one that thinks this is pretty rudimentary stuff?

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pallendo
March 13, 2009 8:06 PM
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@mac-phisto: This has been happening more and more since Excel came out. It gives the bean counters altogether too much power.

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ncpeters
March 13, 2009 6:59 PM
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I used to work as as a hardware associate at Sears and if someone brought in a Craftsman product we replaced it, no questions asked, as did ever other person in the department. The only exception was torque wrenches and power tools. I was never told not to exchange rusted products either.

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valueofaloonie
March 13, 2009 6:59 PM
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Isn't it richly ironic that he's a *tool* associate? Clearly he's taking his job description to heart.

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psionix
March 13, 2009 7:16 PM
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@valueofaloonie: I was thinking they transposed the title... maybe it should be \"Associate Tool\" instead. ;)

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cubsd
March 13, 2009 6:59 PM
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So the last good thing about Sears is now ruined, by some tool.

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Chris Walters
March 13, 2009 7:01 PM
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He wasn't replacing a torque wrench and he wasn't replacing the rusted items simply because they were rusty.

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HarcourtArmstrong
March 13, 2009 7:05 PM
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@Chris Walters: I'm merely making a statement, Sears does not cover any torque wrenches under it's warranty. I'm not saying this applies to Brian. I'm saying, if you are in the market for a torque wrench, don't buy a Craftsman.

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dwasifar
March 13, 2009 7:02 PM
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I had that kind of experience with a \"Tool Associate\" once. I bought a pliers set that included a diagonal cutter (wire cutter). The hinge on the cutter was sticky, so that when you cut something, you would then have to push the tool back open to cut the next thing. This is not how they are supposed to work.

I went to Sears and was asked by the irritable young man at the counter, \"Do they cut wire?\" Well, yes, but that's not the problem. \"If they cut wire they're not defective.\" It took me about ten minutes of arguing, during which I pointed out the \"Satisfaction Guaranteed or Your Money Back\" over the door, to get him to exchange the tool, which he did extremely reluctantly. I think he finally decided it was easier to replace it than stand there and argue.

At that point I started considering Husky tools at Home Depot as an alternative to Craftsman. Now that KMart owns Sears and the Craftsman tools are not usually USA-made any more, I stopped buying them altogether and shop for tools elsewhere.

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cubsd
March 13, 2009 7:04 PM
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Now that I've thought about it, the OP should definitely bring his Craftsman tool box back and tell them that it leaks, and he wants a replacement. Push it as far as possible

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philmin
March 13, 2009 7:04 PM
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Well, a big question is, what is the wording in the warranty regarding tools that appear to have been misused/mishandled? Im definitely not saying the author mishandled, but Im curious as to what the associate should do if there evidence the tools have been mishandled.

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Corporate_guy
March 13, 2009 7:18 PM
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@philmin: Look at the tool. If it's rounded off and the rust is on the rounded areas, the rounding happened before the rust. If the rounded areas are shiny and clean. Then the rounding happened after the rust.

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NumberFourtyThree
March 13, 2009 7:05 PM
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I used to work at a Sears Hardware, and multiple times I had someone come in with a box full of over a hundred sockets with nothing wrong with them except they were covered in rust. My managers said we had to replace them. (this was 3-4 years ago.)

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cabjf
March 13, 2009 7:06 PM
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I think this shows the biggest problem with retail today. Any store that works on a system where the only motivation an employee has is to sell (especially with buy-ups and add-ons) is fundamentally broken. The Tool Associate probably either gets nothing from exchanging broken tools or worse, too many will look negatively on his review. I guess as a general rule (with a few exceptions) the bigger a company gets, the more important the bottom line gets, at the cost of customer satisfaction.

Sears could be such a unique department store (how many others sell appliances and tools like they do). They just seem determined to put themselves out of business though.

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econobiker
March 13, 2009 7:09 PM
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\"What should I do with the 9 sockets which are rounded and of no use to me?\"


Shine the damaged ones up, put them one by one in a bench vise for your next project, and if the socket gets further damaged on the inside or cracks for some reason, return the various pieces over the course of two months to several different stores saying \"it broke\". End of story.


Your problem was trying to bulk return the items which made it seem you had recovered the sockets either from a sunken barge, or a burnt down pawn shop, or the trunk of junkard bound '84 Chevette, and just wanted nice shiny ones...


I found a Craftsman flat head screw driver in the debris surrounding an old garage I cleaned up. It had its handle drilled for a rope and the tool was sharped to create a blade plus it was very rusty. [This was an old school gang weapon modification profile - the rope (usually shoe string) would keep it on your hand during a fight and the cops couldn't charge you with a concealed knife.] I cleaned it up and then somehow the sharpened tool end got broken while I was using it on a project. Took it in and got a equivalent style brand new one with no flack from Sears.

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heybtbm
March 13, 2009 7:14 PM
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I'd be pissed off too if my job title was \"tool associate\". Everyone needs SOME dignity.

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Cyberxion101
March 13, 2009 7:43 PM
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@heybtbm: Isn't a tool associate the person who cleans a male porn-star's genetalia after every scene?

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floraposte
March 13, 2009 7:21 PM
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@heybtbm: I think they should make associates refer to themselves as \"Captain Tool.\"

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Blinky987
March 13, 2009 7:15 PM
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I would not take this entry-level sales associate's position as the word of Sears. A lot of these people work off pure numbers because that's all that is seen by a store or district manager. Your email will help Sears upper management see that this guy is misrepresenting his effectiveness as a Tool Associate by refusing fair warranty claims.

I imagine this is a case of the individual service being poor and does not speak of the Sears company. I have had nothing but good experiences in regards to Craftsman tools. While I wouldn't buy anything else there (maybe appliances?), my local tool department has taken care of me.

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Microxot
March 13, 2009 7:18 PM
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I remember working at Sears when I was in high school. I could see both sides of this issue.


I remember specific people who would come in from time to time with 5 gallon buckets full of defective craftsman \"handtools\". It was obvious they would go to garage sales and look for craftsman tools and would come in to try and get all of them replaced (most were good tools, just rusty). They were coming in, getting new parts and going out and selling them at Vicon Village and Trader's Villiage (large flea markets in D/FW area). They would fight to try and get perfectly good (yet slightly to extremely rusty)tools replaced.


I also remember the guy who thought flat head screwdrivers were prybars or punch tools. They were floored when we wouldn't replace abused tools.


I would also think that, on the flip side, that you give the customer the benifit of the doubt. Unless that person is someone you see multiple time replacing the large quantities of the same tool, honor the warranty! Doing any less is just going to make Sears lose what little customers they have left!

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RetailGnome
March 13, 2009 7:22 PM
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As a sears employee rust is not covered under any circumstance. It is a grey area when it comes to broken and rusty. Generally speaking I will not replace something that is broken and shows lots of rust. Rust is an oxidation process which will weaken the metal which would cause it to break. I will however exchange something that is rusty if there are circumstances which would cause it to happen other then abuse. IE leaking toolbox.
To: dwasifar I would say 99% of the handtools are still made in the US by one of two companies. Danaher Group and Western Forge. WF makes punches screwdrivers and pliers etc. Danaher makes anything mechanics tool ie sockets wrenches etc.

And to everyone who shops at sears please if you have an issue ask to speak to a manager. They can usually satisfy you

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bravohotel01
March 13, 2009 8:20 PM
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@RetailGnome: Please post which store you work at, so that I can avoid it and instead go to one where \"customer\" and \"service\" actually go together.

\"Generally speaking I will not replace something that is broken and shows lots of rust.\"

I'm sorry you are ignorant of the Sears Warranty. Let me remind you what it is:

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CRAFTSMAN® mechanics tools and CRAFTSMAN® hand tools have a Lifetime Warranty… they are guaranteed forever …unconditionally, no questions asked. If one should ever fail to give you complete satisfaction, Sears will replace it, free of charge.

Replacement:
A proof of purchase is not necessary to replace a tool. All that is necessary is that the \"Craftsman\" name is stamped on the tool. A 5 digit number located on the tool is required.
-------------------------------------------------------
Source: [www.sears.ca]

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drb023
March 13, 2009 7:42 PM
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@RetailGnome: Why don't you just replace the dang tools, man. Seriously, unless it is blatantly obvious that they're trying to pull one over on you (i.e. duffel bag full of rusty tools with someone else's initials on them), just make the customer happy. The lost margin on replaced tools is nothing compared to the satisfaction of a returning customer.

I worked at Sears for 6 years, from hardware to appliances to Parts and Service store manager. The problem with Sears is the lack of culture. Every associate is different, no one follows a guideline, and there is a huge lack of customer [focused] service. I got tired of working with people that didn't care about making customers happy. I know it sounds corny, but as a store manager, that's what I believed made my store better.

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Aaron Robinson
March 13, 2009 7:24 PM
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I used to work at a Sears in the tool department and I would have replaced everything in that box provided we had it in stock. It really does depend on the Sears associate though.

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nataku8_e30
March 13, 2009 7:28 PM
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@reidnez: I'm pretty sure Snap-on does have a no questions asked, no receipt exchange policy. It is more difficult to return tools since they don't have any fixed location retail outlets, but if you know where their trucks generally stop, it's not too big of a problem. Also, Snap-on tools are a LOT less likely to break than Craftsman (I'm pretty sure that they're magic, actually), but even used they usually cost several times as much as a comparable Craftsman tool.

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Vipper Of Vipp
March 14, 2009 3:46 AM
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@nataku83: About 20 years ago my brother, a mechanic, gave me an anniversary edition Snap-On ratcheting screwdriver - basically the same as retails today for about $60 - that he'd been comped on a tool order. I mentioned once that it only came with four bits (two flathead, two Phillips) and my brother suggested I flag down a Snap-On truck some time and ask for Robertson bits. I did, and he handed me a set of four, no questions asked.

Note that the screwdriver was never supposed to come with extra bits, and still doesn't. Sure it wasn't an expensive outlay for the salesman, but it's taking care of the little details of customer service that keeps people coming back.

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metaled
March 13, 2009 7:28 PM
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Craftsman is the *ONLY* reason I used to go to sears, until recently. That brand got me in the door and into the basement of mosts sears. I am an avid woodworker and like a lot of sears PRO tools (not all the new plastic stuff.), I used to enjoy going in and talking tools with the staff. Real knowledgable, old time employees. Now most stores are staffed by kids that don't know the first thing about tools (or how to operate the cash register), the last scrollsaw I purchased, I had to argue the point it was a saw and not a sewing machine (from the picture I brought in).
But what gets me is their \"price match guarantee\". I brought in an ad for a craftsman beltsander, they would not match it, even though the policy was posted a few feet away. All types of excuses, but mostly that they don't do that on tools. The policy is posted IN TOOLS! The ringer is that the ad was for an OSH store, owned by SEARS! Not even a competitor's price, but their own brand and stores! They belittle PRO tool users, act like we are idiots and react like we are disrupting their lives by trying to buy tools.
I buy blades, bits and sandpaper weekly, if not daily. I won't set foot in sears stores anymore and won't order online since they don't list the items that are available in-store or I end up getting e-mails that the item is out of stock. Hey SEARs, check the credit cards of DIYers, your changes are REALLY hurting your stores! I have never felt more UNWELCOME in any store as much as I do Craftsman/Sears!

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Scoobatz
March 13, 2009 7:31 PM
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Next he told me that he wouldn't replace the sockets because it was \"obvious\" that I \"didn't take care of them\"


Who cares. I've used some screwdrivers more often as a crowbar than anything else. Sears also gladly accepted my returns of bent and chipped flatheads.


In cases like this, I would ask the tool associate what time his shift is over. When he says 4 PM, say great... I'll be back at 5.

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nataku8_e30
March 13, 2009 7:32 PM
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@RetailGnome: Not replacing a broken socket under warranty because it's rusted is ridiculous, and I'd be a little surprised if ANYONE at Sears 10 or 15 years ago would have refused because of this. Sockets are thick enough to where rust pretty much never compromises the integrity of the socket. I was fairly certain that Sears would only refuse replacement of a tool if it was obviously destroyed in an intentional way - eg, I took a torch to a 6\" 3/8\" extension to bend it because I needed a bent extension. I was well aware at the time that I could not take this back to Sears when I was done with it.

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Cyco
March 13, 2009 7:34 PM
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I don't know much about Craftsman, but does he have to go through SEARS? Is there a number he can call to speak to a Craftsman rep about the issue?

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khiltd
March 13, 2009 7:36 PM
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Odds are good that tool chest was never meant to be waterproof in the first place.

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From the cubicle of PGibbons
March 14, 2009 12:54 AM
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@khiltd: Yeah, that one's a little odd. Usually they're made out of sheetmetal, but not to nautical standards.

Sears DOES sell tarps.

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sleze69
March 13, 2009 7:37 PM
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I used to think (last week) that all the old department stores would be hurting as much as Sears. Not Macy's, apparently. There were TONS of salespeople at the local Macy's ready to help us find a gift on a friend's wedding registry.


I guess Sears' is just the Circuit City of traditional department stores.

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From the cubicle of PGibbons
March 14, 2009 12:57 AM
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@sleze69: Or, Macy's is overstaffed.

BTW- check out Macy's signs near all the registers (at least around us). They have \"instructed\" their cashiers to insist on seeing an ID if you use ANY credit card (and will hassle you if you won't). But contact their corporate HQ and they deny it's a policy. Um, what's the sign and consistent/persistent ID checking about then, Macy's?

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sleze69
March 14, 2009 7:58 PM
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@molek: I have \"Ask for License\" written on all my credit cards next to my signature. I prefer verification.

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cparker
March 13, 2009 7:40 PM
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I've heard that Kobalt tools from Lowes are just rebranded Snap-on. Kobalt has a similar lifetime warranty policy. I've only gotten one Kobalt tool, but it seems nice...

Anyone try returning a broken Kobalt?

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From the cubicle of PGibbons
March 14, 2009 1:01 AM
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@cparker: I missed the link when I replied - it posted elsewhere. But I've attempted to return a defective screwdriver (chipped apart removing laptop screws lightly seated), and Lowe's WOULD NOT take it back. The package says \"lifetime warranty,\" but Lowe's staff including management says they don't care what the package says, what's inside isn't warrantied.

Bad as this Craftsman story is, I'll take dealing with the kids at Sears over the crooks at Lowe's any day.

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heltoupee
March 13, 2009 9:01 PM
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@cparker: I do a great deal of wirework. Several different metals, guages from 24 up to 14 or so. Kobalt cutters, from the small angle cutters up to bolt cutters are some of the best tools I've used.

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skloon
March 13, 2009 7:44 PM
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I have had the same problem with them too, it usually seems to be one person in the tool department on some sort of power trip or someone covering it who has no idea of what the warranty covers, I have been asked for my receipt occaisionally and have to explain the concept of 'lifetime' and where else could I have purchased this tool?? It has long been a running joke between the males in the family when one is abusing a tool (cheater bar on ratchet, or linking togther combination wrenches for leverage) to make mention of the Craftsman origin of the tools. I once went in to replace a large screwdriver and my brother had to ask the tool associate where the prybars were when he was getting my new tool, silly rabbit I needed a ball joint splitter.

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arras
March 13, 2009 7:54 PM
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the last time I set foot in a Sears was to replace the Craftsman sledgehammer (16lb, wooden handle). The handle cracked and the hammer fell off - while I was splitting logs, as the hammer fell off...flew is really more accurate, it nearly took out my knee.

So my mom and I drove up to Sears to replace it, since it was Craftsman and they have a lifetime warranty. We get up to the tool counter with both pieces of the sledgehammer and say we'd like it replaced.

My mom nearly flipped her lid when the guy said he wouldn't replace it since it's not a hand tool and the warranty only covers hand tools and that I should have been more careful. She was already upset that the thing nearly took out my knee, so this twerp just pushed her over the edge.

She yelled at him 'no wonder no one shops in your sh*tty stores, it's because of retards like you!' and a few other remarks not fit to repeat ;)

We drove 20 minutes up the road to a Home Depot (not much better, I know, but given the circumstances it's the next best thing) and explained to someone there our ordeal and after having a good laugh at the pure lunacy of a sledgehammer not being a hand tool he sold us a sledgehammer that was one solid piece with a plastic handle. He said if the handle ever tears or starts to slide off, bring it back (just be sure to hang on to the receipt) and they'll replace it.

We don't buy a whole lot of tools, but when we need them we just go to Lowe's or Home Depot. Sears has been circling the drain for so long, I'm surprised they're staying in business in the middle of this current crisis.

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Subsound
March 13, 2009 7:54 PM
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These warranty problems are the whole reason I don't buy Sears tools. If I can go down to Harbor Freight and grab a cheap PoS tool that costs 1/4 as much and doesn't have the warranty, compared to the full price and it's not likely to be honored...I'll go with the harbor freight tool.

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savdavid
March 13, 2009 7:55 PM
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What part of Life-Time, no-questions-asked does the employee not understand?

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nataku8_e30
March 13, 2009 7:56 PM
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Kobalt is NOT re-branded Snap On. They are generally worse quality than Craftsman. I'm pretty sure they're mostly Chinese made.

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From the cubicle of PGibbons
March 14, 2009 1:06 AM
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@nataku83: Yup. Pure junk from what I've seen so far, and Lowe's lies about the warranty.

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The Cheat
March 13, 2009 7:57 PM
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umm... buy some CLR, soak rusty tools for 10 minute intervals, rinse when desired amount of rust is gone, go return them.

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humphrmi
March 13, 2009 8:04 PM
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My family is full of mechanics, and most switched to Snap-On from Craftsman like 10 years ago. But yeah, they should honor their warranty.

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u1itn0w2day
March 13, 2009 8:07 PM
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This almost sounds like a local store policy . It also sounds like a lack of training being that the employees aren't told the difference between rust and damage/defects from use . If the points are not pointy on a socket how will it grip ? One could say they rusted because they were defective as well although I doubt that will go very far .


And that three tools per day rule . I can see three of the same thing but 3 tools period : that's a little harsh ( By the way was this in writing anywhere ? )


I would wipe them down real quick with oil then take them to a different Sears and see what happens .

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superdantx
March 13, 2009 8:07 PM
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I worked at a sears years ago, and the ONLY craftsman tools I didn't accept were melted ALMOST beyond recognition by a fire (not covered), instead I made up a price sheet for replacement of all the hand tools, and power tools, to take o the guys insurance company. About a week later here comes the customer with an almost 10k sale, and came straight to me, even though he had to wait a bit for me to get back from lunch, huge commission. Customer service goes a LONG way, sadly sears no longer entices service on most employees by offering commission (a few areas do) and those that do run on commission are so desperate for the sale that they will do ANYTHING to make it happen (sears stores are so empty now due to crummy service driving people to go elsewhere.)

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Jfielder
March 13, 2009 8:12 PM
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I have never, ever had problems like that replacing craftsman tools. I have even warrantied \"custom\" tools, like wrenches that I deliberately cut in half to make clearance on a specific project. Heck, I even warrantied some really, really old craftsman tools that I bought at a garage sale, the sole reason being that they scared me (I don't take kindly to busted knuckles).

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jake7294
March 13, 2009 8:27 PM
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Sears? Yeah, they're doing well.

One by my house has a McDonald's right in the store!

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u1itn0w2day
March 13, 2009 8:29 PM
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bravohotel01 - Thanks for post the written warranty .


That guarantee could cover the customer and employee . The customer was exercising their rights and the employee was following the written guarantee to the letter .

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SacraBos
March 13, 2009 8:30 PM
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There's a great article on the net about a experiment in fast grill lighting. Eventually, they used liquid oxygen to light the charcoal. Burned an entire bags worth within seconds, and reduced the grill to a puddle of molten metal. The group mused about whether they should try to take the grill (a Craftsman) back to the store for a replacement...

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Anonymous
March 13, 2009 8:31 PM
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As a former \"tool\" associate at Sears, this is appalling. We would ALWAYS replace the hand tools (not electrical or torque wrenches) and it was no questions asked. Didn't matter if it was rust or some guy used a ratchet as a pry bar. We fixed 'em up with new hand tools. I've seen my fair share of abused tools, but we always had happy customers. It's very sad to see how far Sears has slipped. Extra sad because I still have Sears stock from the old profit sharing account.

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acwatts
March 13, 2009 8:31 PM
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I may make $7.25 an hour but I can tell you no. HAHAHAHA see how powerful tool associates are? Who is the tool now? I'm not sure I would blame Sears because one employee is abusing the vast power afforded by his position......

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From the cubicle of PGibbons
March 14, 2009 1:08 AM
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@acwatts: Ooops, sorry the head of my defective Craftsman sledgehammer came loose in your general direction.... Tell me again what you said, (once you regain consciousness....)

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Sheila Cook
March 13, 2009 8:31 PM
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I can't wait to see how Sears addresses this.

My husband does the same thing Brian does, i.e., he saves the broken tools and waits to take a bunch at a time. We do not have a Sears in our town.

My DH has gotten the same type of run around and has been accused of stealing the tools or purchasing them from pawn shops.

The Sears personnel we have dealt with have been rude, unbending and insist it is Sears policy that
receipts for Craftsman tools must be provided or else Sears will not honor its warranty. We've been told this a 6 separate Sears stores. Some of the tools my husband has date back to when he was 8-years old. For Sears to insist on us providing them with a 33-year old receipt is absurd. We've spoken to store managers and they have all parroted the same absurdity.

The most tools my husband has asked to have replaced has been less than 20 and, like Brian, hubby held on to them until he had a pile or we were heading in the direction of a Sears store.

Sears, you suck and your warranty is worthless.

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From the cubicle of PGibbons
March 14, 2009 1:11 AM
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@Sheila Cook: Maybe people should turn it around on them and offer up \"unwritten\" policies of their own: like Sears must reimburse the customer an hourly rate and car fare to return their defective tools to them.

See Sears? Customers can change the terms of the contract after the sale, too!

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HogwartsAlum
March 13, 2009 8:32 PM
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econobiker said:

\"It had its handle drilled for a rope and the tool was sharped to create a blade plus it was very rusty. [This was an old school gang weapon modification profile - the rope (usually shoe string) would keep it on your hand during a fight and the cops couldn't charge you with a concealed knife.]\"

Hmmm...interesting. I learn so much stuff reading these comments. I'm going to have to remember this for one of my stories. I love it when people post stuff like this!

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Tiny Bug
March 13, 2009 8:53 PM
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Straight from the 2009 catalog:

I see no exception in this warranty for \"rust\". I can't speak for the OP, but rusty tools definitely fail to give me complete satisfaction.

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farker
March 13, 2009 8:58 PM
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I used to work in a Sears Hardware. The tool-replacement policy was only supposed to apply to tools used by individuals for home use, not to professionals who put more wear-and-tear on tools.

Despite this, my manager required us to replace tools that were obviously broken due to misuse (snapped tape measures brought in by construction workers, screwdrivers that had obviously been used as pry bars).

I wonder if this lax replacement policy led to that store being shut down and replaced by an Ace Hardware...

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corinthos
March 13, 2009 9:00 PM
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I used to work at Sears. I'd return anything but the managers and the lady who collected the tools would go nuts when there was broken rust. Even though they were informed from corporate to take them back if they were broke not just because they were rusty.
That job sucked.

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failurate
March 13, 2009 9:14 PM
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Stories like this make me think that decent customer service was killed when everyone and their dog got an MBA. Good will was killed in favor of statistical management. Since good will can't be quantified in the short term, it's useless.

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Enkael
March 13, 2009 9:32 PM
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I worked at Sears for 5 years, 3 of those years as a \"tool associate\". During those 3 years, craftsman gave wildly different instructions to Sears on how to process tool replacements and under what terms the warranty covered and does not cover replacements (despite popular belief, the warranty terms on the tools changes all the time and unless you can produce the original packaging the tools are replaced under however the warranty is currently worded). As stores got reimbursed for replacing tools depending on how they complied with current policies, managers were always trying to inform employees of the changed rules and chaos ensued because things changed so often.

With rare exceptions most employees don't care and would rather they be able to replace anything for any reason just to not get a customer mad. But Sears ever decreasing revenues has caused them to micromanage things like this.

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bmwloco
March 13, 2009 9:34 PM
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I took a Craftsman torsion wrench back because it was inoperable. Knowing it was a Craftsman, I knew it was replaceable.

Uh huh. I was told in no uncertain terms that it was not \"Craftsman\" caliber.

I asked for a trash can. I tossed it in and said so all could hear \"my last Sears tool\" and i mean it.

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drb023
March 13, 2009 10:01 PM
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I worked for Sears in San Antonio and surrounding area, and the reason they have the 3/customer/day rule is because people come from Mexico with bags full of hand tools. It was definitely time consuming and a bit of an inconvenience to other customers, but hey, it's a part of having an unconditional warranty.

I still disagree with this improvised (which I don't believe is a company wide policy).

I think if people bought the tools considering the warranty, they should still be able to enjoy the warranty regardless of how many tools they have. There should be some common sense to this guideline, but it shouldn't mean that someone with 9 sockets gets told no.

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drb023
March 13, 2009 10:03 PM
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@ drb023

I didn't mean to make it appear that the only reason he was told no was because he had 9, but just as an additional argument.

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vdragonmpc
March 13, 2009 10:27 PM
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SEARS tools have no better quality anymore than the tools they sell at Autozone or Lowes. Just a quick read over at their OWN website shows people howling about drills, saws and other Craftsman branded items.

Me, my floor jack collapsed a week ago. The \"lifetime warranty\" has been moved to 1 year on that item. My personal fav is that you cant fix it at all. There are no parts and unlike other floor jacks you cannot replace it. Being a fun loving person I browsed the sears site looking for floor jacks. People are PISSED that they have been failing left and right. Some 1-2 weeks after purchase. Mine was 5 years old used rarely and stored in tbe garage. I kept the handle as a memory of what not to buy.

My new one is a Kobalt that can be bled and rebuilt.

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From the cubicle of PGibbons
March 14, 2009 12:39 AM
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I have. Lowe's \"lifetime guarantee\" scam absolutely sucks - if my introduction to their fraud had cost me more than the 5 dollars I'd have bothered the Attorney General with it.

Kobalt mini screwdriver. Tiny little thing, cost about $5 bucks. And, whatever cheap metal they made it from just dissolved loosening some laptop screws. The same screws my cheap-o Radio Shack screwdriver set has handled for YEARS.

Bring it back to Lowe's and they say \"we don't warranty screwdrivers.\" I point out the package says that this product has a \"lifetime warranty\" (or some such statement). Lowe's says that screwdrivers are \"bits\" and meant to fail. I said I would like my money back because this is a Lowe's product, and you are obviously playing a game to defraud me. I had to fight with a Lowe's store manager as well as corporate to get my $5 bucks back. Assholes.

I'll stick with buying Snap-On and Craftsman tools, at least those merchants make SOME level of sense. If I get proof that Snap-On makes the crappy \"Kobalt\" tools that Lowe's pimps, I'll bring it up with them too.

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Anonymous
March 14, 2009 1:02 AM
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An old boyfriend of mine was a contractor (this was 15 years ago) and asked me to return a broken pair of tin snips for him. They did replace them, but they told me that Craftsman no longer made them so I'd have to accept a \"Sears\" brand version which didn't have a warranty. Ironic since they come from the same company.

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u1itn0w2day
March 14, 2009 1:51 AM
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I didn't realize Lowes's Kobalt warranty was that tough to use . I think even Auto Zone has some lifetime warranties on Great Neck tools - I can't remember the name but it's their brand .


I think these stores and managers don't realize the difference between the company policy and their legal obligations . Even with the abuses of the Mexicans and professionals it should not ignore the written warranty under which the tool was bought .


And those abuses really shouldn't matter . What's the difference between a US born flea market hunter returning Craftsman in quantity and the Mexicans ? Abuse is abuse . And until Sears or Lowes wants to put exclusions in writing at the stores and on the reciepts old packaging and signs matter . Somebody else said they were told it they could've been bought in a pawn shop - so , isn't the warranty on the tool and not with the buyer ?


I wonder does Sears tool supplier go over the returns one by one with a magnafying glass or are the costs of handling those returns that prohibative .

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Starfury
March 14, 2009 2:20 AM
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Years back I managed to break the head on a socket wrench. Because it was craftsman I took it back to Sears. I ran into the pimple faced clerk who didn't want to exchange the wrench. An older clerk overheard us, came over and asked to see the wrench. I gave it to him, he looked at the younger clerk and said \"We have a lifetime warranty. Go get another for this customer.\"

I've never managed to break another craftsman tool and the few times I have needed new ones I buy craftsman.

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tworld
March 14, 2009 1:17 PM
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I'll say this again, if a store rip off the public, the public should boycott the store and put it out of business. Eventually they will get the message.

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newfenoix
March 14, 2009 2:19 PM
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LONG AGO and far away (1984, Baton Rouge, LA) while driving to LSU, my ex-brother-in-law and I found a Craftsman 1/2 drive ratchet in a parking lot. The ratchet had been badly abused. After class, we went to the Sears at Cortana Mall and they exchanged the thing...no questions asked! How times change!

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sircrazyj
March 14, 2009 3:01 PM
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Snap-on does not make Kobalt tools. I am trying to find the chart that breaks down the tool manufactures and the names they make their tools under. I want to say Stanley and Kobalt are made together but could be way off base. Husky tools use to be made by the same company that made Craftsman a few years ago. I am curious to find out who makes the Duralast tools for Auto-Zone.

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RedSonSuperDave
March 14, 2009 3:31 PM
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A few years ago, I took a socket wrench that no longer ratcheted back to the Sears in near the mall in Panama City. Both the associate at the register and the manager that I elevated my complaint to told me that since the wrench could still be used to turn bolts, it wasn't considered \"broken\" and wouldn't be replaced. Because Sears failed to live up on their guarantees to replace a ten-dollar item, I've never shopped there again.

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sircrazyj
March 14, 2009 3:38 PM
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It looks like Snap-on does make Kobalt. I still find this hard to believe.

From: \"Peronto, Daniel J.\"
To: \"John T. Blair\"
Subject: Hand tools
Date: Wed, 23 Aug 2000 13:44:50 -0500
I just wanted to add my 2 cents. Well a nickle really, considering that I work for Snap-on and we over charge for everything :)

I was reading on your site about 'who makes what tools' [www.team.net] One part explians that the various manufactures use 'the exact same forgings' for all the various brands they sell. This is NOT true for Snap-on tools. Our retail brand Kobalt sold through Lowe's stores, shares very little if any traits with our traditional Snap-on line. They are made in the same plants, but most of the manufacturing tooling is different. They are made by the same UNION skilled machinists useing the same tried and true processes. The designs for these tools are completly different. They use different material and are heat treated differently.

I hope this clears things up slightly
Dan Peronto
Tool Designer
Snap-on Tools
Kenosha Mfg Plant

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u1itn0w2day
March 14, 2009 5:47 PM
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sircrazyj seems correct .According to a post on RigidForums Kobalt USED to be made by a subsidiary of Snap On .Actually a sub subsidiary .


Apparenty a company called JH Williams owned by a Swedish company who was owned by Snap On . The new company making Kobalt for Lowes is Danaher . Now this is according to a poster called Kevin H on RigidForums .

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Anonymous
March 26, 2009 12:45 AM
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A few years ago Lowes sold Williams tools. They stated built by a division of Snap on on the labeling.

Currently they are built by Danaher who owns Allen, KD, Armstrong, Matco, Gearwrench and also is the producer of Craftsman's current contract tools.

Craftsman tools have always been contracted out.
At different times they have been produced by, Bonney, Stanley and Danaher. There have been other manufacturers as well.

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nerdofnerds
September 23, 2009 9:22 PM
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I work at Sears. As long as I've worked there, I don't know any tools associate, or manager, who's ever refused a warranty exchange. I swap out perfectly-fine-looking tools for sparkling new ones every day. I've never heard of a 3-per-day limit... even if you call Craftsman for the exchange they'll let you list off as many tools as you want.

I don't doubt that this occurred. I just think it's unfortunate, and I'm glad I work where I do. Our customers are happy

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wppayton
February 10, 2010 8:38 AM
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I myself am a tools associate at a sears store and I can tell you that not replacing rusted sockets or craftsman hand tools is bs. Also you are entitled to warrenty exchange as many as you want as a time. Speaking from experience I've had customers with over 200 tools replaced at one time. As for the leaking tool box it is not covered by the lifetime warranty and you need to remember that warrenty states the tools can exchanged for new or like new tools. In other words were entitled to give you referbished. Also we can only warrenty exchange if we have the tool in stock. You can't use it as credit towards another tool. So you can't pay more for say craftsman professinal if you brought in regular craftsman. If you have problems with a warrenty exchnage call craftsman themself the number is 1(800) 469-4663 or simply ask to speak to the tools Lead (manager) or the Hardlines assistant store manager.

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JDkaelin
May 22, 2010 7:39 PM
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Why not just buy a bottle of rust away from kellys automotive or such, clean up the broken tools and resubmit them for replacement?

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wornoutoldman
August 28, 2010 3:47 PM
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Put those sockets in a press with a large ball bearing. They will split in two real easy. No arguments about tool failure then! Works with wrenches too.

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