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Craftsman LT1000 Riding Mower
Posted by Hana2bee on 04/18/2007
LANSING, KANSAS -- This mower is junk. It was bought new in September 2005 and 2nd time is was use it died and wouldn't start, and it wouldn't move. I had to put a tarp over it for a week until Sears service came out to fix it. The service man replaced the battery and said there was a safety feature on it that locks the wheels and gets stuck if the mower get wet, so don't spray down the mower. The very next time I tried to mow the same thing happened. I call service out after waiting a week he came and found that the alternator wire was not hooked up properly and that's why it wouldn't start. Same thing with not moving, the safety was stuck on.

Last year the 1st time I tried to mow the grass it would start but wouldn't move. Apparently the safety feature was again stuck, I called the service department and complained that the piece of "junk" wouldn't move and the guy didn't want to hear me cuss. I was frustrated I cussed. I called back to another lady explaining the problem very upset and I was on the phone for 45 minutes or more tying to get the mover to move. Finally the darn thing move after 20 minutes of jamming it in to gear.

Today April 18th 2007, gassed up mower to mow for the 1st time this year, started it up put it in reverse to move it out and IT WOULDN'T MOVE. No matter what I tried the back tires would not move. Again I call SEARS Service again I tell them the stupid thing is doing the same thing again and I get mad but don't cuss and the lady says she doesn't have to put up with me being mad. I hang up call back to get a hold of someone who can handle an IRATE customer. I can't remember her name but she seemed to be able to handle my anger and a few "poops" and "darns" here and there. Then she wants to know what I want.

I want to mow my lawn without having to call service to get it to move. She will set up a service call for next Friday the 27th between 8am and 5pm. Great another week for the grass to grow. I told her what I really wanted was a new mower or service tomorrow. Nope, not eligible for a new one and service won't be here till next Friday. Then she got mad because I said the "F" word. Sears products suck and so does their service department people.
     
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Posted by Pomona Guy on 2007-04-18:
My advice is quit cursing so much. If you didn't curse so much you'd have a wife. If you had a wife, you'd have a son. If you had a son, he could mow the yard with a self propelled power mower - the kind you walk behind. That is how I mow my yard! So quit cursing and your yard'll get mowed!!
Posted by Justusryan on 2007-04-18:
Doesn't it take the grass a week to grow before you mow anyways, or is this some sort of Hank Hill lawn care going on?
Posted by dfields on 2007-04-18:
The Poster pointed out, the grass will have another week to grow. Therefore, taller grass had he been able to mow the lawn.

I agree with Pomona Guy. You shouldn't be cursing the Sears service dept. personnel. You should be cursing the manufacturer! Sounds to me like you got a lemon or the locking device is faulty. Have you tried contacting the manufacturer and explain the problem? Maybe they can help or replace the locking device.
Posted by rpm2day on 2008-05-11:
This mower is crap. Bought it new and it came with a battery that would not hold a charge for ONE WEEK. I just ended up buying my own from an auto parts store. I have broken two hubs that hold the blades in light duty mowing, it constantly clogs with grass. IT IS A PAIN IN THE *** TO USE. The only good part is that the Briggs 18hp engine is powerful and uses very little gas AND has an oil filter. It is obvious that Sears wants to sell service and parts instead of a decent product. Buy again? Not a chance. Save up for a Deer. Or a Honda. Or anything else.
Posted by love2cats on 2008-10-18:
Riding lawn mower craftsman Kohler 160 HV LT 1000
Model CV4605
Self-propelled push mower Troy built 21” cut 6.75 HP Modle Tuffcut 210
2A-566NQ
63
I am trying to determine the value of a riding mower and a self-propelled push mower.
I had no clue that my house was still in foreclosure or about to be sold at action. I believed my husband (who lives nearby with his girlfriend) when he told me he had made the back payments and stopped the foreclosure. Now my house was sold and I only have a few days to move out.
I have very little money, so I am hoping to barter with some people to get help.
Posted by goofy7 on 2008-10-20:
I agree - I got one and it broke down. In fact the piston blew up in the cylinder while their tech was trying to fix it.

They replaced it for a new one (I paid 1/2 price) and it broke down too.

I figure the whole model is bad, They tried to sell me a warranty that cost about 30% of the price of a whole new mower. When the warranty costs that much you know its a lemon, and you know that the company is aware it is a lemon.

I calculated that with all the time, $$ (for 1 1/2 mowers) as well as about $200 each year in more repairs, I could have hired a lwn service.

The craftsman my dad bought 20 years ago still runs with no problems. The new ones are crap. The brand has deteriorated in the modern cost-cutting culture. I said cost-cutting, not lawn cutting.
Posted by bebop43 on 2010-07-03:
Same Mower LT1000, Same. Problems all the time. Son-in-law works on at least once a year. Have 3 acres to cut so we just have to deal. Expensive to replace, but we plan to replace next year. Will not be a craftsman!
Posted by Bob on 2012-08-20:
Own a Craftsman L1000 for 6 short years did tuneups every spring with the Sears $50.00 tuneup kit in the 6th summer of service the engine smoked, lost power, and made o loud metal crunch sound and quit.
Posted by Lisa on 2013-05-07:
My husband and I bought ours in 2001. We have had it serviced each year. Our biggest problem with the mower has been the belts. We have had to replace the drive belt almost every year and 2 times in the same year a few years ago. Just spent $350 on repairs, got it back, completed the front yard, took it to the back and made 3 passes..... then it starts smoking and making the usual screechy noise and I have to shut it off. Next season, I will have a new mower, and it will not be a Craftsman!
Posted by Jeff on 2013-06-02:
I have had the same riding mower and the only problem I have had with it was ME. One year I blew the motor up cause I did not check the oil. I replaced the motor myself and it is still running fine. The only time I have had things break was cause I was using it for things MORE then what is was designed for as in brush mower. I have beat this thing pretty good with what I have tried to mow and it is still running for me.
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Sears Lawn Mowers - Two Big Thumbs Down!!!!
Posted by RCinLB on 04/10/2009
LONG BEACH -- I have a Sears Lawnmower, which is new and still under warranty. I had to purchase it to replace my original Sears mower which wouldn't start and had also been in the shop several times for the same problem. I am really irritated and hope no one else should have to go through this same problem. Its a serious waste of my time and its irritating as heck.

I will say that the Sears operator was helpful about it but if anyone is considering buying a Sears should take this into account if you read this, hopefully someone will see it and avoid the same problem I have.

If you have already purchased a Sears Lawnmower or other motorized product, the the operator advised me to do these three things

1 Call Sears (800) 469-4663 National Number and talk to someone who can escalate this to Sears One Source which is also at the national level and they can help by either replacing the unit or giving you a replacement or rental to use while yours is away from home -

After calling Sears they tell me they only work with people who have purchased the Additional Warranty plan. So if you are like me and you only extended your warranty for 2 yrs then Sears does not care how many times you have to be inconvenienced and according to them it does not come under the Lemon Law.

2 Message the service center near you and escalate this issue with your service order and have someone call you within 24 hrs

- PS Escalation does not get you any faster service. I am going to complain that there is a design flaw in the carburetors of all Sears motorized product eg lawnmowers, edgers, blowers, weed wackers etc

3 Get a hold of the service center near you and have them call you

After calling the repair shop in Fontana they informed me that NO SEARS PRODUCT WITH A MOTOR IS COVERED FOR REPLACEMENT EVEN WITH THE EXTENDED WARRANTY - BUYER BEWARE THEY ARE NOT SYMPATHETIC.

My Sears Lawn Edger which was also purchased has the same issue with the carburetor. Design issues call 800 659 7057

So all in all think twice before you buy from Sears unless you enjoy the atmosphere of the Sears repair center nearest you.

     
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Posted by grandma005 on 2009-04-10:
i put my sears lawn mower in for repairs. They kept it for one month and when I received it back it was not only not working but they ruined the motor by putting too much oil in it.
Posted by nat on 2012-05-05:
Having the same problem as the poster,sears products suck so bad,and they don't honor their warranty's either.They said i could get a replacement push mower if they couldn't fix mine LIARS. what good is having an extended warranty if they won't even honor the original warranty.Next time I'll just go to walmart I'll be better off.
Posted by DSM76 on 2012-09-16:
I had a bad experience with Sears, too. They don't honor their warranties, saying it is your fault it broke. I ended up buying a replacement, then decided that was stupid, so I didn't pick up the mower and asked for a refund. They said I picked it up, even though I didn't. They basically called me a liar and a thief. I ended up disputing the charge with my credit card co. and got a charge back b/c Sears couldn't prove that I picked it up, b/c I didn't!
Posted by Maurice on 2013-07-05:
I wrote Sears on some deplorable customer service issues concerning lawnmower parts. Never got an answer back! Not so long ago when purchasing at Sears a consumer felt safe knowing the product would be backed up by excellent customer service. Not no more, buyer BEWARE when purchasing at SEARS now :(
Posted by SearsCare on 2013-07-06:
Maurice,
My name is Liz and I am with the Sears Social Media Support Team. I found your post here and want to offer some assistance. We sincerely apologize for the negative experience you have encountered regarding lawn mower parts. We can certainly understand your frustration at our lack of customer service. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have failed met that goal. We would very much like to speak with you regarding your experience. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will contact you directly to discuss this experience and address your concerns. In the email, please provide a contact phone number, the phone number the lawn mower parts were purchased under (if different than the contact phone number), and please do include your user name (Maurice) for reference to your issue. Again, we are very sorry for any inconvenience and thank you for the opportunity to rectify this situation.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support

Posted by Joe G. on 2013-07-14:
Two years ago, I purchased a Sears rotary lawn mover, 700 series, Brigg and Stratton engine. Two times went to Sears repair center because it won't start up. Both repair services, the shop claimed to fix the problem by replaicing the carburator but I noticed in the 2nd time of the repair service, they didn't replace it just cleaned it. Because I saw how the outside Sears repair shop trick the customers, I decided to purchase the carburator and installed it by myself. Problem solved. Lesson learned, I will never go back to the Sears repair center to buy or use any service again. After two years of manufacturer warranty expired, Sears send me an Extended warranty plan for another year if I pay $200!. Insane. Who is running that department? For a little bit more I can buy another lawn mower with warranty on it. jgyogurt@hotmail.com
Posted by Chickenhead on 2013-08-29:
I have been burned by Sears over my EXPENSIVE Craftsman Lawn Tractor. The tractor is not even two years old, STILL under warranty. For no reason, the engine blew with a loud screech and refused to start. Sears took it away, sat on it for two whole weeks and then announced that they would not honour the warranty and it would cost $1000 to fix.

I consulted with other mechanics, and Briggs and Stratton HQ themselves. They all agreed in very short order that there was obviously an engine defect and the engine should be replaced under warranty. Unfortunately for me, Briggs and Stratton said that Craftsman was responsible for the warranty on the entire tractor, engine included...and Sears was refusing to honour that warranty.

This is a general warning to anyone considering buying ANYTHING from Sears, especially with an engine in it: Don't do it. They have full control over the warranty of the engine, and will do ANYTHING they can to weasel their way out of honouring it. I can't imagine why Briggs and Stratton would allow their name to be dragged through the mud like this, but there you go.

AVOID SEARS LIKE THE PLAGUE.
Posted by SearsCare on 2013-08-29:
Chickenhead,
We sincerely apologize for the disappointing experience you have encountered with your tractor. We can certainly understand your frustrations with what has occurred regarding your issue. My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and wanted to offer our assistance. If you would allow us the opportunity, we would like the opportunity to speak with you to address your concerns and restore your faith in Sears. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the tractor was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Chickenhead) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
Posted by udflap on 2013-10-28:
Peachy. My Sears rider won't start and a tech is to be here next month to fix it. Y'all's comments have me worried that I'll have problems, too.
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Craftsman Mower is Junk
Posted by Halo611 on 09/06/2007
PENNSYLVANIA -- Purchased a Craftsman mower in December of 2006. Took it into the shop August 28, 2007 due to it leaking oil and blowing smoke. Received a call from Sears repair stating it would cost $140 to repair the bent crankshaft. I told them the mower was only used for approximately 3 to 4 months and why should I pay $140 for something I only paid $200 for. Their response was that it was my neglect because a crankshaft only gets bent by hitting something. There is nothing in my yard that could have possibly been hit to bend a crankshaft like that or Craftsman just makes junk now-a-days.

I called the manager at the store who said they would give me 20% off a new mower. She also stated that she has had mowers that ended up with a bent crankshaft. I told her I had a mower for 10 years and never had a bent crankshaft or any other problems for that matter. I asked her if there was someone high-up than her that I could speak to. She gave me the customer service number which I called and they said they would give me a $100 gift card toward the purchase of a new mower. Now if you are going to give me a $100 gift card, why can't you just waive the total repair bill?

Sears does not stand behind their products like they once used to. Ever since they merged with Kmart, Sears has gone downhill. I will never purchase another product from Sears again.
     
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Posted by Anonymous on 2007-09-06:
Unless you can prove the bent crankshaft was Craftsman design/quality issue, I would take the $100 gift card.

The store manager even agree to give you 20% off a new mower.

I would take the gift card and use the rebate on a different model mower or differnent brand mower. They do carry other brands beside Craftsman.
Posted by ejack053824 on 2007-09-06:
JoyBear is right. Take the gift card!
Posted by moneybags on 2007-09-06:
Why buy a mower in December? You don't cut grass in winter. There'ssnow on the ground. Half on any warranty is wasted.
Posted by Halo611 on 2007-09-07:
I know its hard to prove that it wasn't my fault that the crankshaft got bent. The customer service person told me that is a hard thing to fight.

And... Moneybags, I bought the mower in December as a Christmas gift for my husband and even if the warranty was still good, it wouldn't have covered the crankshaft anyway because they stated it wasn't something caused by the maker of the mower.
Posted by Hugh_Jorgen on 2007-09-07:
The engine (and therefore the crankshaft) isn't Craftsman. Their engines are built by one of several companies that build engines for all the mower manufacturers. You should be safe taking the $100 and getting a new mower from Sears. And BTW, having bent a crankshaft myself, it's not that hard to do - I did it on a tree root.
Posted by Anonymous on 2007-09-07:
If you do not want to shop at Sears anymore, get the $100 gift card and mail it to me.

You can go elsewhere and pay full price for a new mower.
Posted by Tc1073 on 2007-09-07:
Did they explain if you bought the protection agreement at the time of purchase for $50 to $70 they would have fixed it for free? That is usually what happens.
Posted by Anonymous on 2007-09-07:
Warranty and protection agreement do not apply in cases of customer modification, misuse, or abuse.

The mower was less than 1 year old.

Sears are claiming crankshaft was damage due to misuse or abuse by the customer. This is why they refuse repair/service.
Posted by michael macTavish on 2013-05-27:
I bought a new 725 series front wheel drive 22'' cut commercial lawnmower and its not working when I bought it and paid $404.00 and has electric start and my other craftsman mower it breaks down and the craftsman snowblower fell apart on me all ready the next snowblower I am going to buy is a diesel 23hp Kubota walk behind snowblower because kubotas are the best and last longer craftsman junk
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Craftsman Bench Sander Warning!!!
Posted by Jamie42148 on 03/09/2006
TUCSON, ARIZONA -- I purchased a Craftsman bench sander which slowley lost power over a 2 month period. I returned it and got another. The second sander ran less than 1 minute and froze up. I made the long haul back to Sears and told them I didn't want another Craftsman sander, I had had enough. They would not give me a refund or even another sander. I had to haul it 20 more miles to a service center where it resides to this day. I have put well over 100 miles on my truck and spent several hours trying to get this thing worked out and at this time I have no refund, no sander, no return of my letter to Sears, no nothing!!! I have been a good Sears customer for over 40 years with never a return or refund made. If this is how they treat you when you get a bad machine than one should be very careful before buying at Sears and buying at Sears is something I will never do again!!!
     
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Posted by standup on 2006-03-10:
I've been a long time customer for Sears as well...for about 20-25 years. Sears use to be a good Company. I don't know what changed within the Company. I wouldn't be surprised though if it had something to do with priority to the stock price and the outrageous salaries, stock options and perks that CEO's, CFO's and all the "C's" demand today. It sure seems that many large companies today have an attitude that just doesn't care anymore about what their customers think of them or even losing customers! They don't even seem to care about following proper procedures, or compliance of regulations and laws! I've heard so many people saying this over the past couple of years especially. Well I bet these companies would soon care if their customer loss would start showing up to be a cause of financial loss. Although I'm sure it has had to have at least some loss effect as all the people that they have treated badly certainly won't do more business with them along with their family members they tell of their experience. Maybe the younger blood replacing the older think that bad business makes them more money. Perhaps that might be the case in the short run but I would think will catch up in the longer run.

People today don't seem to band together as in the older days to stop companies from bad business. You hear of it occasionally but not even near as much. I guess that's why today we have more court cases. People are forced to take legal action for what is right. It's a shame that these old Companies that use to take pride in their products and service to their loyal customers have taken up such bad attitudes and practices.

You shouldn't let this go. I'd talk with someone about this. I don't know if anyone here can help, as I'm waiting to hear from others here for a situation that I've had myself, but I'd start with the FTC(Federal Trade Commission).The FTC can also be helpful in referring you to anywhere else that you should call i.e. State offices for consumer protection laws.
standup

FTC website:
http://www.ftc.gov/

Phone: FTC Consumer Response Center-toll-free: 1-877-FTC-HELP (382-4357)

Regular mail:
Federal Trade Commission
CRC-240
Washington, D.C. 20580
Posted by miketech on 2006-03-10:
Sears, lol. My granddad shopped at Sears, my mom shopped at Sears and I shop at Sears off and on because they seem to run in 5 year cycles. Seems like they do anything for you business for about 2 years and have great products, then they are ok nothing special then they are horrible, your worst nightmare. I had started buying alot there about 2 years ago but I rarely go in now because since the Kmart merger they are useless. I can't figure out if it's their regular cycle or something to do with the merger. They might get better again but it will take awhile. I'm in Tennesee, other Sears may differ.
Posted by Ponie on 2006-03-10:
Bring back Bob Villa!
Posted by HondaCivic4DEx on 2007-02-06:
miketech I recently got back in contact with an old friend whose wife had worked for Sears for over 5 years at that time. She has since left but when I worked with the busband, he said that they would only but from Sears. All of their furniture was Sears. Sounds like the company has changed a lot recently and there is a new CEO. I mailed a letter yesterday to the corporate office. Hopefully I will get help. Half of their 800 number staff says they are not the technician but they do have them and half say that they do not have technicians, yet I initially talked to one.
Posted by HondaCivic4DEx on 2007-03-17:
I have learned of more recent that at least the Craftsman line is actually composed of two brands. The merchandise of say less than $100 is not a name brand so not much should be expected of the stuff. Remember though that power tools do not have the lifetime warranty. Having said that, I talked to a guy who tried to exchange a Craftsman non-power tool and he said that three stores turned him down so he is not buying Craftsman anymore. I brought a gardening tool back and was asked for a receipt. This was at OSH. I did not have a receipt but this lady recognizes me sometimes so said this one time she would allow me an exchange but without a receipt, they cannot do that. I have no idea what she would have said if I showed her a receipt of many years.
The power tools of >$100 are of a name brand which I do not remember off hand as it is not commonly sold in this area. However, Craftsman is somewhat doing away with the lifetime Craftsman tools and replacing them with Champion which only carries the standard return warranty.
Posted by crabby on 2011-06-07:
I have bought several thousands of dollars of tools and other items from Sears over the past 40 years. My shopping experience there has steadily gone downhill, quality has also gone downhill, and they just don't seem to care about their customers anymore. Recently, I had a very sour experience at a local Sears store when I bought a Craftsman pulley puller set. When I got the set home and opened it up, I discovered it was soiled and all of the nuts and bolts were missing from the set. The blister pack was not of a heat sealed design, making repackaging undetectable. When I took the set back (with the receipt) for an exchange, they gave me a hard time, but did give me the exchange for a new, undamaged set. There is something wrong with a company or store that will place used and damaged goods back onto the shelf to sell as new to unsuspecting customers. Other than buying an occasional Craftsman socket, Sears if getting almost none of my business anymore.
Posted by Leo on 2013-07-26:
the sander part is no longer made now I throw the sander away no more sears for me
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Lawn Mower and Blower Parts
Posted by Dwood on 05/08/2008
MICHIGAN -- Let me start by saying I was always a true believer in Craftsman products. I have recently a change of heart. I purchased 3 years ago what I thought was a great lawnmower model 917-378950 from the first couple of weeks I have had problems. It started with the design of the rear skirt to the main housing leaving trails of grass clipping in trails across my lawn which I had to cut the plastic on the right side to stop it. After that there was so much grass accumulated in the drive cover it was affecting the pulley and the belt. I now have it off to eliminate build up and ease of cleaning. This spring (Only the third season) the right hand side drive wheel is frozen an will not turn or engage the wheel. Instead of taking the mower in for service I looked up online the schematic and parts needed. I was also in contact with sears parts direct. I could not get anyone that could help me with my simple repair and was diverted to managemyhome.com which is no help. Not to mention the standard answer was "Bring it in" being an Engineer I was able to finally disassemble the good side to then repeat it and attempt to remove the seized parts on the left.

I gave up after multiple negative and useless emails back from sears parts direct. I now know what parts I need and ask for a simple instruction to assemble, still no help. I see all the single parts I need and attempt to order but can't as stated from a representative. He tells me I need to order an assembly (Pinion Assy) which is 3 times the cost of single parts and includes a part I do not need. Upon ordering I was asked if I would like the assemble instruction sheet with the order, I stated yes. Come to find out they sent me an entire manual and charged me $18.95 for it. I was told it was a sheet and no cost was mentioned. Now I have to return it because she could not stop the order. What happen to customer service? Same mower, same week. I go to Sears to purchase a front wheel because the steel gear stripped the plastic teeth on the inside of the wheel.

Think about it, Steel and plastic don't go together. I ask for a wheel and they do not have it in stock in the parts section. I ask if they can order one, Now all of sudden I have to pay for shipping of a part Sears should stock. It cost more for the shipping than the wheel. What is Sears trying to do? I bought a blower the same time I got the mower. Two months later it won't start. Could not figure it out so I was forced to take it in. $50 bench fee plus parts cost me $62 dollars. I only paid like $100 for the whole unit new. I would like to know how many emails or letters others have sent and what is being done about it if anything? I am not looking for any freebies but this is a huge disappointment. There are many other products out there but I thought Sears was the place for tools. Growing up that is all we had and it lasted forever. In fact I still have and old edger that was my fathers some 25 years old and runs great. Go figure.
     
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Posted by Tc1073 on 2008-05-08:
You should not of had to pay service for a 2 month old blower, if any Lawn & Garden item fails in within 90 days of purchase you can exchange for a new one or return the item.
Posted by hello dolly on 2008-05-09:
As an engineer you should appreciate that the gear is metal to give the strength needed for self propel and the wheels are plastic to give way when a homeowner fails to perform proper maintenance saving the transmission. If you would take the wheels off and clean them you would not have to replace them as often. As for their refusal to TELL you HOW to repair it -- well they SELL their knowledge and ability to repair that is a why they don't do it for free. Do you work for free?
Posted by Anonymous on 2008-05-09:
everyone should be aware of the fact , that the rate of expansion and contraction of metal and plastic are not the same.
Your asking for trouble , when you try an mesh them together.
There is no maintance that can stop this problem from happening , only poor design causes this problem to happen .
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Poor customer service
Posted by Rob6112000 on 04/03/2007
FRESNO, CALIFORNIA -- I purchased a Gt5000 Lawn Tractor From the Sears store in Madera, Cailfornia March 2005. Last Fall the Tractor became harder and harder to start. I put it away for the season. Three weeks ago I pulled oil fouled plugs. The tractor has less than 50 hour of use. I called the Madera Sears store only to get their voice mail , I left a message that I needed warranty repair on my tractor, they never returned my call. I called and left another message a few days later. A week later I called and got a message that their voice mail box was full. Guess they were not picking up their messages. I went by the store ,It was closed with a note on the door stating that the building had been damaged by fire and for warranty service please call the Fresno service center. I tried calling the Fresno service several times over a two day period. No one answered the phone, and no voice mail. I called the Fresno Sears store only to be told that I had to call the Service Center for warranty repair. Seemed as If Sears burned a store and was checking their caller Id just so the wouldn’t have to fix my tractor under warranty.(LOL)

I got up two hours before work and called customer service. After 10 minutes of fighting with their automated phone system I was able to talk to a person that explained that a thunderstorm had affected the computers and I would have to call back later. I called back half an hour later only to be put on hold then disconnected. After a third phone call it was explained to me that my tractor was now three day’s out of warranty and that I would have to call another number for further assistance. I called the other number. I was then told that they would have to have proof that I actually tried to contact Sears before my warranty expired. I suggested that most retailers would take care of a warranty claim that was a day or a week out of warranty. He said “Warranties are like car insurance, nothing ever seems to happen until your coverage expires. and once the coverage expires you can’t expect the insurance to cover you if you have an accident.” By the time the conversation was over I got the feeling that the customer service rep. was suggesting that I was trying to scam them and that letting my Sears warranty expire was somehow as irresponsible as driving without car insurance. Sears has a very strict warranty policy. Once the warranty expires ,you got nothing coming as far as Sears is concerned.
From what I have googled , Sears has extremely poor customer satisfaction. I have heard of a few privately owned stores that provide good service, but at the corporate level it’s a disaster. I was shocked to read all the horror stories of problems with customer service, incompetent sub-contractors and poor service work.. Even if I could get Sears to agree to repair the tractor, I might be relying on a poorly trained technician, resulting in even more engine damage. I have wasted many hours with phone calls and dealing with poorly trained customer service people .It took me less time than I spent on the phone to pull the heads and replace the rings and the defective intake gasket.

The 25 hp Kohler V-Twin is a poorly designed engine. Kohler took manufacturing shortcuts that resulted in an intake manifold that will not seal properly to the cylinder heads. The intake flange surfaces are cast, not machined and the plastic intake manifold o-ringed flanges are a poor match to ports in the heads. The intake leak that this caused allowed dirt into the cylinders and wore the rings out in a very short time. Another problem is the carburetor; the fuel shutoff solenoid is located in the bottom of the carburetor. Any small debris in the carburetor will settle in the solenoid causing the pintle it to stick. Depending on what position it sticks in the tractor will either not run or it will backfire when shut off.

I really believe Sears is surviving on name recognition and that they will soon destroy a once fine company that I was loyal to from many years. Quality and service have degraded to the point that Sears=Kmart and Craftsmen=Ronco ? I don’t need anything Sears sells and I can certainly by better products with better warranties and service most anywhere else.
     
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Posted by poppapia on 2007-04-03:
I have real doubts that Sears, as poor a company as they have became, would set a fire in their store and check their caller ID just to avoid addressing your claim. Is this lawn tractor blowing smoke, or is your only concern the oiled spark plugs? With all the negative comments regarding this company, best of luck in getting your problem resolved.
Posted by haha! on 2007-04-03:
Posted by haha! on 2007-04-03:
I don't know why you were calling all local places to get it service considering all over the product, owners manual and phone books is a 800 4MYHOME #. I agree with the rep. If they make an exception for 3 day they have to a week, a month, a year...where is the line drawn?
Posted by ddoug on 2007-04-05:
any more sears don't care if you come back as a
buy they just want your money,becuse i brought a
tractor 12-18-05, i went to a sears and told them want i wanted to do with the tractor,to plow my back yard and plow the side walk and they said i could buy the attcment in the fall but when i went to get the attchments i found out i was sold a lawn tractor,insted a garden tractor,when start to complain about they told me could do anything about it,they said i should have know what i was buying
Posted by ddoug on 2007-04-05:
any more sears don't care if you come back as a
buy they just want your money,becuse i brought a
tractor 12-18-05, i went to a sears and told them want i wanted to do with the tractor,to plow my back yard and plow the side walk and they said i could buy the attcment in the fall but when i went to get the attchments i found out i was sold a lawn tractor,insted a garden tractor,when start to complain about they told me could do anything about it,they said i should have know what i was buying
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Craftsman Walk Behind 917.370930 Lawn Mower Hell
Posted by Lwa101 on 10/05/2013
RALEIGH, NORTH CAROLINA -- The mower has major design flaw. The salesman promised the handle easily folds down to fit into our utility closet, as have all our mowers. It turns out, contrary to what the sales person showed us, this mower (made by Husqvarna) runs the control cable up the handle against the hinge. (If only the salesperson had pointed this out, we never would have purchased this particular mower!!) The hinge destroyed the cable on July 21. At Sears Parts, the cable is the only -- repeat, only -- the part is not on the diagram.
     
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Posted by SearsCare on 2013-10-16:
Dear lwa101,

Thank you for taking time to post about the condition of your new lawn mower. We understand when making an investment of this sort and the product fails to meet your expectation is disappointing. My name is Brian I am a member of the Sears Cares Media Support team. I came across your post today and thought I would reach out to offer our assistance. At your earliest convenience, please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name to reference your post (lwa101), to smadvisor@searshc.com and a dedicated case manager will contact you directly. We apologize for the disappointment you’ve had with your lawn mower and we look forward to speaking with you soon.

Thank you,
Brian L.
Social Media Moderator
Sears Social Media Support
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Sears Won't Honor Warranty And Craftsman Is Junk
Posted by Jmengland88 on 08/08/2013
FAYETTEVILLE, NORTH CAROLINA -- My name is Justin and this is my story, as well as my review of my Craftsman model number 358.341950 serial number 12208N200682 chainsaw, and Sears in general. After returning from a combat tour in Afghanistan my property was a mess to say the least. The grass was as tall as my truck and the bushes had grown out of control, as well as the many trees. After struggling to get it under control with my handed down, 20+ year old equipment, I decided to treat myself with the money I had earned overseas and buy myself some new equipment, all of which ended up being great investments… all but one.

From the start the one piece of equipment that I had bought from Sears, also being the only Craftsman brand equipment, proved to be more trouble than it was worth. I purchased the chainsaw brand new, as well as some Craftsman brand pre-mixed fuel and Craftsman chain oil, both of which the sales associate recommended I use to avoid warranty complications down the line. Through the short lived life of the chainsaw, I had the nonstop issue of the chain loosening, as well as the engine being difficult to start and dying constantly during use. I was very disappointed in the chainsaw which had so many good reviews on the Sears website, which I later noticed was very shady..

After going outside the website, and doing a broad search of reviews, I noticed that there were very many negative reviews coming up in my search results that were posted on the website, but when I would click them, would lead me to a Sears error page saying the page no longer existed. This leads me to believe that Sears goes through the reviews of its products and removes negative reviews to boost the appeal of the product. That possibly incorrect assumption aside though, I’ll continue on with my story...

After less than a year and maybe around 5 to 10 uses of the chainsaw, it seized up while cutting down a tree on my property. I immediately walked over to its carrying case, placed it neatly inside, along with its unopened extra bar and all other parts and pieces that it came with, and headed to Sears. Once at Sears the associates working at the repair desk were very polite as they had me talk them through what had happened. They informed me that the Craftsman engines are notorious for overheating and seizing, especially in the hot summer months, but it was still under warranty and it would be fixed for no charge and I would have it back in a couple weeks. I headed home very pleased. That is the last moment I would be pleased with the customer service of Sears.

A couple weeks after dropping off my chainsaw, I receive a call from a Sears associate asking me how I would like to pay for the repair, which was higher than the price of the chainsaw when I bought it new. I informed the woman that I was told the chainsaw was still under warranty and it would be a no-charge repair. She told me that the chainsaw was damaged because an improper fuel/oil mixture was used, leading to an overheated engine, and that I should have used the right fuel and oil. I informed her that was not possibly the case because the only fuel used in the chainsaw was the Craftsman brand pre-mixed fuel designed for their 2-cycle yard equipment, and that the chainsaw had been purchased right after my deployment and barely used. She replied stating that, even if that was the case, she can’t change the remarks from the repair technicians, and she was not there to hear my “soldier stories” or argue, and told me that I could either pay the bill or not. I asked for her name and extension, and to speak to a manager. She refused to give me her name or extension, and claimed that there was no managers working there at the time, but she would have one call me in a day or two. After a week, I still had no call from Sears. I called again, getting a very similar conversation, and again, at the end of it told that I would be receiving a call from a manager, a call that yet again, I never received.

After another week or so, I decided to attempt to call Sears again. This time speaking to a woman that ended up being very polite, unlike the others. I told her I understood that at her level she probably couldn’t get my bill waved or give me store credit to buy a new chainsaw or anything of that nature, but I did request the damaged parts of my chainsaw sent to me, along with a written memo stating why Sears refused to honor my warranty so that I could provide it to my attorney here at the military post. She said that would not be a problem, and she also apologized for a manager not contacted me in a timely manner and claimed that nowhere in the system was a “manager call-back” placed for me, or any notes at all, but that she would place one and a manager would be calling me within 24 hours.

After 2 or 3 days, a manager finally calls me back. I start to explain the whole situation, which I can tell she already knows. I ask if she already knows what is going on with my situation and she replies saying yes, and that Sears is not legally obligated to give me any proof of the damage of the chainsaw that they claimed, any documentation showing why they aren’t going to cover my item with the claimed warranty, or any other documentation for that matter, and that the only thing she would provide me was a bill, so I could either take it or walk away. I asked for her name and extension, which she would only give me the first name Ashley, which I’m sure there are many working for the Sears corporation.

I’ve devoted my entire adult life to serving the citizens of the United States, as well as all of my friends, multiple who have lost limbs in the course of battle and still to this day not complained once. It disappoints me very much that with the money I made doing it I chose to spend on what turned out to be junk equipment, with a warranty that some of those same citizens refuse to help me with, and instead give me rude remarks and claims. Even aside from the failure to honor the warranty, the attitude in some of the associates that I talked to was enough to turn me away from Sears for good, especially with the remarks regarding opinions toward the military. Sears is just another company that when Veterans or Independence Day comes around boasts their support to the armed forces, but then turns around and treats them poorly, as well as all their other customers. So my recommendation will stand from now on to anybody considering buying anything from Sears, specifically a Craftsman product. Don’t do it. Give your money to some other company, one that is going to stand behind you, and buy a product that builds its reputation off of quality, not flashy commercials. I bought the chainsaw thinking I was going to save a few bucks and in the end lost a couple hundred and have spent more time being stressed out and trying to get the chainsaw replaced than I did actually using the chainsaw.
     
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Posted by John Nicholson on 2013-08-09:
Glad to see you got out of that cesspool safely. My #1 son is due back from there next month. As for Craftsman products, and chainsaws in particular, follow this link for info as to who actually makes them:

http://answers.yahoo.com/question/index?qid=20081022083338AA3yw9b

However, whomever makes them, all store branded products like Craftsman are build to say, Sears specs and are more cheaply made than a regular Poulan for example chainsaw. I used to go to Sears, Roebuck and Sons decades ago with my father but completely stopped buying anything from Sears some ten years ago after noticing a steep decline in product quality and lack of customer service.

As for chain saws, I have never had bad luck with a Stihl and always buy one from a local, small dealer who will take care of me and any problems. Buying from a big box store is not a good idea for something like a riding mower, good chainsaw, etc. as you will usually get no service if needed. The local hardware or Stihl dealer will help you much better.

Thanks for the review.

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Do Not Buy a Riding Lawn Mower
Posted by Prochoiceforme on 07/04/2013
MITCHELL, SOUTH DAKOTA -- First, it's Sears period. Second part first. The normal things you need to replace as oil filter is not stocked in stores nor can it be shipped to stores. Add shipping costs. I knew after checking and upset to find they did not ship to any small outlets. Traveling 100 mi. where their only lg. store is located so placed order for 2 only to find they neither stock nor ship to stores period. These should be in every store as they need to be replaced.

Second, when I ordered mower with great hesitation showed shipping charges $84.99 delivery and $63.90 tax and no place for coupon code. Reentered, still none but ordered. The girl @ store, approx. 20 mi. away called expressing to my concerns of delivery charge and said they complained to online orders. I noticed I was charged $80.00 delivery after she called. I went and ordered as if buying and sure enough a place for code and $80.00 del. ch..not as first shown when my order was placed. This time said est. tax was $64.80 and no percentage turns out to that figure.

Upset, beyond upset and can see why they are going under. Everyone I talk to have switched, long time customers. One of my first charge accounts over 40's yrs. ago which I no longer have per me.
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Company Response on :
Prochoiceforme,
My name is Liz and I am a member of the Sears Cares Escalation Team. I came across your post and wanted to express our apologies for the difficulties you have experienced with your lawn mower purchase. We would like the opportunity to speak with you to ensure your situation is resolved quickly and to your complete satisfaction. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (prochoiceforme), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
     
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Posted by John Nicholson on 2013-07-04:
I bought an 18hp Sears riding mower in 1995 and it was the worst mower I have ever owned. It had a Kohler engine on it, so I could get filters from Home Depot or online, etc. You might check online sites for your filter, etc. needs. One place I use is:

http://www.jackssmallengines.com/index.html

There are many others. Check them out and compare prices, shipping, etc. As for other parts, you will find that the mowers do not hold up well and you will be nickel and dimed to death for other things that constantly break. Buy your belts, etc. online. Again, check out various sites. I now own three John Deere riding mowers and love them---well-built and I can get parts from the local dealer or online at many sites, both OEM and other, cheaper brands of filters, belts, etc.

Bottom line, I stopped shopping at Sears around 1996 and have not missed them. My recommendation: put a sign on the Sears, park in front lawn, sell it and buy a John Deere. You won't regret it. Just try not to buy one from a big box store. Get it thru your local dealer if at all possible.
Posted by Puddin' Pops! on 2013-07-04:
Who made the mower? Not Sears.. all they do is re-brand. If the mower isn't under warranty you can go generic. That's probably what the Sears filter are anyway.
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Craftsman Tool Replacement
Posted by Denadavis54 on 03/29/2013
I took broken tool to store. They have been holding it for several months & they are still waiting as am I. They say lifetime guarantee. It is really wait a lifetime. They hope you die and don't collect.
     
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Posted by SearsCare on 2013-04-03:
Dear Denadavis54,

Thank you for bringing this to our attention, we apologize for the troubles with your tool exchange. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your needs are met to your satisfaction. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (denadavis54) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thanks,

Thank you,

Mario G.
Social Media Moderator
Sears Social Media Support
Posted by disgruntled on 2013-05-24:
I took one of my life time tools to Sears and the manger on the floor told me that he would not give me a new one because the tool was 15 years old and I didn't keep the receipt. This was his answer to me even though the original label on the box that the tool came it said "Life Time Guarantee". Sears has a way of making everything difficult
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