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Sears Lawn Mowers

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1.3 out of 5, based on 26 ratings and
107 reviews & complaints.
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Sears / Craftsman YTS3000 - brand new - major vibration - cannot get service for two weeks - horrible product!
Posted by on
Hello -

I bought a Craftsman YT 3000 46" Briggs & Stratton 21 HP Gas Powered Riding Lawn Tractor on 2/9/2011. I bought it from the Bath, NY store.

I live in NY and the weather has been horrible. Today, 4/22/2011, I pulled my tractor out of the garage for the first time, put gas in the tank, checked the oil, tire pressure, etc all was looking good. I started up the tractor and it started right up with a little roughness for about 30 seconds and then smoothed out. It never had gas or was started until today. I started it up with the intent to use my Craftsman lawn sweeper and roll the lawn later this weekend. I engaged the blades to make sure everything was working OK as I checked out all the features on my first new tractor and the entire tractor started to shake violently! I unengaged the mowing deck and it stopped. I re-engage the mower deck and the entire tractor shakes, especially the steering wheel. This tractor is literally 2 minutes old even though it was purchased on 2/9/2011. I called the 1-800 number and they cannot get a tech out until 5/5/2011 - two weeks. I called the store I got it from and they asked me to check under the mowing deck to look for a bent mandrel - cannot really tell. They were supposed to check and see if they could get me an earlier appointment, no follow up. I usually only buy from the Hornell, NY because Mike stands behind his customers, but this time he did not have this model in stock so I had to buy it from Bath, NY.

Here's my issue - a brand new $1349 tractor that is useless to me. I can sweep and maybe roll but will not be able to mow. Why do I have to wait for service for two weeks? Why is this tractor not being replaced since it is so new? I have bought a lot from Sears in the past few months. I should not have to take time off work to have this fixed; it is brand new and has not cut a single blade of grass - I have the pictures to prove it, the underside of the mowing deck is showroom floor new as well as the blades. I was supposed to get free delivery with this tractor as a promotion that was going on when I bought it, but the store does not deliver so I had to pay a guy I work within my office to go pick it up with a trailer.

I also noticed that there are others that have this same issue now that I started looking - one on this same site: http://www.my3cents.com/showReview.cgi?id=78747

To say I am disappointed is an understatement. If I would have bought one at Lowes - I could have a service guy much sooner or replaced due to the age of the tractor; I called.

I do not think that waiting two weeks is acceptable when this is brand new.

What are my options? I look forward to hearing from you.

Regards,

Scott from Wayland
     
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SearsCare on 2011-04-23:
To orion16,
My name is James and I’m part of the Sears Cares Escalations team. I'm sorry to hear you are having problems with your new tractor and I want you to know that we can help you! My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf.
At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the washer/dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name that you posted under on this site (orion16) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
orion16 on 2011-04-25:
Well... I emailed the above address with all the information required on Saturday and still no contact:

to smsupport@searshc.com
date Sat, Apr 23, 2011 at 8:54 PM EST
subject James H. - Social Media Moderator reply - Screen Name: Orion16 my3cents.com
mailed-by gmail.com

Also, no follow-up from the original email sent in to:

to searscares@searshc.com
date Fri, Apr 22, 2011 at 7:24 PM EST
subject Craftsman YTS3000 46" Lawnmower
mailed-by gmail.com

Not holding out much hope for a fix on this one... but being that Easter was in there on Sunday maybe tomorrow. I really expected a call or some sort of feedback today bu they must really busy handling a lot of customer service issues.
SearsCare on 2011-04-26:
Dear Orion16,

I saw your comment here and wanted to reach out again. I did some research and your email has been received and assigned to a case manager. You will be contacted by your case manager by the end of business today. I apologize for the delay and any further inconvenience this may have caused. If you wish to contact us please do email us at smsupport@searshc.com. In your email, please provide the screen name (Orion16) you used to post on this site, for reference to your issue. Thank you for giving Sears the opportunity to resolve this matter and we look forward to speaking with you .

Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
jbeagle on 2011-07-07:
to searscare how can I get you to look into the same issue with 46inch lawn tractor purchased on April 19,2011? I have already had a tech replace one part the end of May and now I am waiting until July 20,2011 to have another tech return to checkout lawn tractor. Same problem I have use tractor less than 5 times and when you engage blade feels like tractor is going to rattle to apart. I would like to have tractor taken to a repair shop and completely checked out. It doesn't seem like this can be accomplished in my backyard
AlliosnMan on 2012-08-22:
Unfortunately for me, I just bought this same tractor Aug, 2012 and it has the same issue. Has anyone got a resolution from Sears? Tech support coming to ck mower today but it is now over 30days since purchase. Please comment with advice..thanks.
Louie L. on 2013-05-04:
On March 10, 2113 I purchased a 3000 YT with 46 in mower deck. I have a terrible vibration, had service people out twice, they say that this unit is just the way it is and to keep mower for I have 2 year warrnety. I also have LT 3000 42 in deck that has no vibration at all, but it has 2 braces from the axle to deck were the 46 in has 1 rod from axle to deck. I hate to mow my lawn now the neighbors think I'm mowing rocks. Why can't Sears come up with a retrofit to correct this problem. If my problem is not corrected soon I will not purchase Craftsman mowers again. I love my tractor but the mower deck vibration is a disgrace and should be an embarrassment to Sears.
Austin on 2013-06-01:
Get this! I bought the same mower today at 3pm, an got it home (Sears was going to charge me $100 to deliver it 4 miles up the road) and cut 1/2 my yard, and darn if the clutch for engaging the blades broke. So I called the 1-800 number and they said the next time they had was in two weeks (keep in mind I have 1/2 my yard cut) and I said no I just bought it today. I'm not waiting 2 weeks... So they are having someone local call me tomorrow to meet me at my house. Hopefully I can get my mower working more than 30 mins without issues. Good luck to you.
SearsCare on 2013-06-04:
Austin, we can see your concern about your new mower and apologize for disappointing you. We would like the opportunity to have a case manager from our office monitor your repair and discuss your experience. If you could take a moment and please contact our office via email at smadvisor@searshc.com so you don’t have to be concerned by this any longer. In the email please provide the best contact phone number or the number to which your lawnmower purchase was made under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Austin) 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,

Christine R.
Social Media Moderator
Sears Social Media Support
Philster on 2013-08-05:
Has anyone balanced the blades? I have this tractor and yes it vibrates more than my "42" inch, but the longer blades are more difficult to balance. Even being slightly out will be more noticeable with longer blades. If you had a three bladed version, it would run a lot smoother. Also I have noticed vibration increases when in thick grass. It just the nature of the beast.
This is my fifth Craftsman mower, I am still using four out of the five. Every brand has issues, that being said, Craftsman mowers are a great bang for the buck.
Philster on 2013-08-10:
The deck, spindles and belt are just like all other Craftsman riding lawn mowers. The only thing different that moves is the new longer blades. The tractor runs smooth with the blades disengaged. Take a side grinder, sharpen and balance the blades. I drive a nail into a post and hang the blades from it in the mounting hole to see if they are in balance.
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Sears Won't Honor Warranty And Craftsman Is Junk
Posted by on
Rating: 1/51
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 used 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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John Nicholson on 2013-08-09:
Glad to see you got out of that cesspool safely. My #1 son is due back from their 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 built 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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Disappointed in Sears
Posted by on
Rating: 1/51
ONLINE AND CORPORATE SERVICES -- This is an email I sent off to another department at Sears. Hopefully they will have a competent employee who understands customer service. I sent it yesterday and still no response. I will never give that place another dime. I am sick of fighting them for my $250.

It all started on Sunday afternoon. I placed a Craftsman 2700 PSI Pressure Washer in my cart at Sears.com. I used my Sears rewards points and a coupon code and got the price down to $249.17. I ran up to my local grocery store and bought $250 worth of gift cards so that I would not have to use my credit card online for security purposes. I left the screen pulled up (I live 1 minute from the grocery store) and when I returned, the site had me log in again and it changed the price. Apparently at 5:00 a 5-15% off sale went into effect and it must have kicked out my coupon code. Instead of lowering the price (like one would expect from a sale), it raised my price. I called the 1-800 number to see if anyone could figure it out and help me place my order over the phone. I did not get the customer service rep's name. She was very nice and placed the order for me to pick up in my local store. I was told that I would receive a confirmation email shortly. I did not receive an email by the next day and called my local store to see if they had the order. They did not have any order for me. So, I called the 1-800 number and spoke with "Linda". She said my order had been cancelled because the store did not have it in stock. The reason I did not receive an order confirmation email or cancellation email is because they had misspelled my email address (even though I did spell it twice for the original rep). Linda said she would send the cancellation to my email-it never arrived. I once again called my local store to see if it was in stock or not because the night before online, it showed they had one. After a few calls to my local store, I spoke with a lady named Jo every time, she finally determined they did not have the one I needed in stock but they had the California version of it, which was the same price. She did not know why she had the CA only version in an Indiana store. I then called the 1-800 number again to see if my order could just be switched to the CA only one and spoke with a lady named Luna, once again having to repeat the whole story. She said nothing could be done and that I would have to wait a week or so for the gift cards to have their balance restored. She said my only option was to go to my local store, pay the full price for a new one and wait for the gift cards to have their balance restored and then I could use them for something else. I needed the pressure washer this week because of a company party being held at my house this Saturday but do not feel I should have to shell out another $300 in order to have one. I finally asked to speak to a manager. Instead of transferring me to a manager, she sent me back to the main menu where I was forced to wait and explain the whole story again to "Stacy". Stacy finally gave me to her manager Stephanie who said the only thing she could do was sent me a $30 gift card for my inconvenience and knock off 10% but I would still have to wait for at least 3 days to have the gift card balance restored before I could purchase the other one available locally. I asked her why the balance couldn't be restored immediately because they were able to drain the balance in less than a minute. She said I should talk to someone on the "executive team" at corporate. So once again, I had to call a different person and explain the whole story. I spoke with John Kelly who said all the right things that a customer would want to hear. He sympathized, apologized and yada yada. He ended it by saying he understood that I needed this as soon as possible and that he would call my local store to get something resolved. By 4:45 the next day, I still had not heard from him. I called my local store to see if he had contacted them and perhaps just forgot to call me back. They said no one had called them that day about it. They are a small store and the same lady answers the phone every time so she would know. She also said the store manager was out that day and that is who John claimed he was going to talk to. I received a call from John about 25 min later and he said that he had talked to the local store manager and that they did not have one in stock. Which he already knew because I told him that the day before and said I would be willing to take the CA version. So he obviously did not call and talk to anyone there. He then proceeded to tell me that nothing could be done about the gift cards, I would just have to wait several days for them to be restored. He also said they wouldn't have the pressure washer in for 10-12 days (that info was available on the Sears.com website). Why couldn't Sears just ship one to me? Or have me go to the next closest store which shows 3 in stock and is only 40 min away? I would have even driven there just to get my pressure washer asap. So not only did John not help, he actually quoted me a longer time and offered less of a discount/compensation than the manager at the 1-800 number. I am not asking for a free pressure washer or anything insane, I am just asking that I get my gift card restored today and get a pressure washer today, I don't care if it is the CA version from my local store or driving 40 min to pick up the 49 state version. I just need one. I do not think that is an unreasonable request.

What has happened to the wonderful company that Sears used to be? My husband and I bought all of our appliances there 20 years ago and they still work fine with the exception of the dryer. It is messing up and we will need to replace it within the next month. We have always been happy with Sears and been loyal customers. My grandparents always shopped there, my parents still shop there and all 6 of my siblings shop there. Sears used to stand for quality and service. I am disappointed. They have just lost my entire family as customers.

I would not recommend shopping at Sears/Kmart/Land's End to anyone. If I could give them negative stars, I would.

     
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tnchuck100 on 2012-03-14:
What a story. So typical of the Sears of today. joni, you are up against a monolith with a PhD in jerking customers around. You must admit, they are good at it.

Don't let up. Keep fighting!
BigAl on 2012-03-14:
I am sorry you had so many problems. Sears has no ability to quicken the amount of time it takes for a gift card to reestablish the benefits. Sometimes it takes over 10 days. I have been there and done that. I made a purchase of 52 dollars on a 50 dollor gift card stating to the clerk that it was 50 dollars and I would pay the 2 dollars in cash. The clerk erroneously tried to charge 52 dollars and it was rejected. Had to wait almost 2 weeks before the card was good again.
SearsCare on 2012-03-15:
Jonibodkins,

Please accept our apologies for the upsetting situation surrounding the online purchase of your pressure washer. We are so sorry about the different representatives you spoke to and the different answers you received. We know how frustrating and disappointing it is to not get a straight answer. My name is Zenaida and I am part of the Sears Social Media Escalation Team. Our Social Media team handles the highest level of customer relations issues. The Sears Cares/Social Media team is part of the corporate customer relations department. We came across your post and wanted to reach out to offer our assistance.

At your convenience, please contact our office via email at smsupport@searshc.com so you have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number your online order was placed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Jonibodkins) you used to post on this site, for reference to your issue. We truly value your business and look forward to talking to you soon.

Thank you,

Zenaida M.
Social Media Moderator
Sears Social Media Support
E Brown on 2012-03-19:
While shopping at the Sears Outlet web site I found a great deal on a gas range and decided to purchase it. This was on the 13th of March, 2012. The next day I got an e-mail from your customer service saying "Sorry, but we do not have the item you purchased and your order has been canceled. Your credit card has not been charged". Okay, the first problem I had was if you didn't have the item why was it even on the web site? If it had already been sold there should have at the very least been an indicator of "SOLD" on the item so you couldn't order it. Actually if it had been sold it should not have even been listed.

The next problem was that after getting that e-mail I checked my bank account and the money HAD been taken. I e-mailed customer service and got a reply telling me that since the purchase was canceled the money had not been taken and that I needed to take that up with my bank. I had to wait until the next day as by this time my bank was closed so the next morning I called my bank and was told the money had indeed been withdrawn. Sooooo.....I called customer service and talked to somebody who told me "Yes,this happens all the time with debit card purchases and we don't know why"! Great! You are aware of a serious problem and yet you do nothing to fix it. She got my bank info and my order number and while I waited on hold she fixed the problem. I finally got my money back after three days of fighting with Sears but my story doesn't end there.

In the e-mail they sent telling me they didn't have the original item their solution was to just pick another item and hope I had better luck the next time. Wow! Really? I thought I would indeed try again, but this time when I found the range I wanted I called the store where it was listed to have them physically check to make sure the item was really there. I was told they didn't have access to the outlet side. What? The item is in your store isn't it? Can't you just walk over and see if it's there? Nope, they had to connect me with somebody else. Fine. After the transfer I spent a good ten minutes giving this person the info I was looking at on my computer screen. Understand that the option was available for me to buy this range, I just wanted to make sure it was really there so I didn't have another go around with you over the money you said you hadn't taken. Turns out the person I was speaking with was actually for Corporate purchases. Wrong person. Surprise! She then proceeded to incorrectly give me the number for the outlet customer service (which I ended up finding myself on the web) and after getting my e-mail address she said she was sending me something to fill out for SEARS regarding this matter. I also never got that e-mail. Finally I reached customer service for the outlet site and after explaining my situation she wanted to know why I didn't just call the store. When I explained what had happened when I did that she insinuated she didn't believe it and her tone was pretty condescending through the whole conversation. Finally she said she would check for me and put me on hold. About five minutes later she returned to tell me that the range was available, but that I would have to physically be at the store to make the purchase. I told her the store was 50 miles away and at that moment I didn't have a vehicle to pick it up so that meant I would have to drive to the store to make the purchase, and then when I found a vehicle I would have to make another 100 mile round trip. I asked why I couldn't just buy it since I was currently looking at the "buy" option on my computer screen. She didn't have an answer and when I asked her to put me through to somebody who could explain it to me she told me I was being very rude and she had been nothing but nice. I was so frustrated I thanked her for nothing and hung up. I sat there looking at the "buy" button and decided to try it just to see what would happen. I again went through the check-out procedure and within minutes I received the pick up information in my e-mail along with my sales receipt. How could that be? I certainly hadn't been at the store at the time of the purchase! I borrowed a truck and the next day I went to the store and picked up my range fully expecting something to go wrong, but luckily it didn't.

After this experience I doubt I will ever shop at your store again be it online or otherwise. Companies used to care about their customers and when an injustice was done they would make an attempt to fix it. Maybe they would offer a discount on a purchase or maybe a free gift card. You didn't even offer an apology and on top of that you attempted to make me feel like it was my problem and not yours. I feel let down by a company that I have given years of business. This seems to me to be very poor business practice.

E Brown
Sears@drivebytes.com
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Poorly Handled Complaint by Sears Store Manager
Posted by on
Rating: 1/51
KATY, TEXAS -- I have a 30 gal. upright Craftsman air compressor. I had this compressor for a long time, but it wasn't used daily. However, just recently I started to inflate small truck wheels. I wasn't getting enough pressure 15-20 PS. while the motor kept running forever, still extremely low pressure.

This past Nov. 11th, 2012 I took said Compressor to Sears Repair Shop at Park 10 just off I-10 fwy, Katy, TX. to see what's going on with this compressor. The store worker said to me this will take two weeks before they can get to it. I agreed. He also said it takes $43+ for shipping. I said to him you have repair section in this location what happened to it? He said they closed it. After paying him the requested fee of $43.00 with assistance of another person, which pointed out the fliers on the store bulletin board, which said a recall items and after checking the serial number on my compressor it matched on of the posted serial numbers in the flier on the bulletin. board. So, I was told by the same sales person usually the repair bill should not exceed the amount of $110.00 on this type of compressor, we will apply the $43.00 and you pay only the difference between 110 and 43 dollars. On that recall list it displayed Sears customer relation Tel. number. The following day I contacted the people who were in charge of the recalled items/product and gave them all the required info. serial number, date..etc. At the same time I asked them the following question: If this item was on a recall list, then why do I have to pay for shipping fees? The person on the other end of the phone replied no they should not have to charge you for shipping said compressor. Then I brought up the question of what applies to to the recall as far as the case of this compressor, their answer was, it includes the plastic housing (cover)which is located on top of the motor. My question was why? Their answer was the old plastic cover which, it came with the compressor when it was sold was unsafe, it will make the motor overheat which cause great damage to the unit, it even can cause fire.

I was not aware of any of this and have not been informed by Sears Roebuck People. Two weeks after Sears Repair Shop received my compressor I had a call from them informing me that the repair charges for this compressor is going to be around $227.00. My next question was why so high? She said the cylinder and the piston are messed up. Then I said this compressor is a recalled one. Her reply was No it isn't. I said to her check the serial on the compressor with that on the recall list. After putting on hold she came back telling me I was right, they are going to follow the recall procedure, and the they update me on that matter which they never did. I said to myself may be it will take care of itself since it is on recall.

On 12/26/2012 I went back to Sears store park 10 in Katy, TX. and I asked if they have any information on my compressor. They told me it will be here on the 12/28/2012. At the same time and at this store I asked for the store manager I needed to get a clear picture, whether, this over heating of this poorly designed motor, had anything to do with the damage which has done to this compressor. I have listen to his nonsense analysis, then I explained to him that I work on air cooled engines, which runs the old Beetles, if the on top of the cylinder not sufficient it overheat the surroundings components, it cause a serious damage. and for me there was no way to be able to tell if that compressor was overheating, without some kind of warning light or temp gauge.

He got his opinion and I got true experience. However, On 12/28/2012, again I received a 2nd call from the recall dept. at Sears, on this day telling me the bill for repairing you compressor is going to be $227.00.

With all due respect to you folks I am not confident of the way these people are handling this simple case. These people gives me the impression that they believe that money grows on trees.

Finally, this what I want Sears Roebucks to do for me in putting this case to bed: A: refund for the amount of $43.30 which I paid for nonsense service, wasting my time. B: Give me back my compressor, which it will remind of what a great product which backed by great service. Or you can do better yet and that in order to keep your customer coming back give some credit on the old compressor in trade in with 33 gal. which your company has now on special. I will pay the difference. The final option is, to have the old compressor repaired free of charge. Good luck

Frank Hussain
     
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trmn8r on 2012-12-29:
If the recall covers just the cover itself, I doubt they will replace anything but that for free. I understand the argument you are making, but in an extreme example of why it may include only the cover, maybe it is made out of a material that melts at too low a temperature. Good luck.
ok4now on 2012-12-29:
If Sears offers excuses and poor customer service on home appliances do you really think they will be any different when repairing your compressor?
Aunt Elizabeth... on 2012-12-29:
Is the plastic thingy at the bottom of the page it?
http://www.cpsc.gov/cpscpub/prerel/prhtml12/12269.html
Alain on 2012-12-29:
Having read this and considering previous Sears reviews, maybe your best bet is to get what ever you can from Sears and then add yourself to a growing list of consumers who will never shop at Sears again.
madconsumer on 2012-12-29:
sounds like the compressor is out of warranty.
At Your Service on 2012-12-29:
I've got a considerable background in the classic VWs too. What vehicles do you have?

Unfortunately, just because there is a recall issue on the compressor doesn't mean that the service issue you're having completed is covered by said recall.

$227 is still less than a new one, although not by a great deal. Depending on the age of the unit and it's overall condition, you may consider adding another $100 or so and getting a new one. Overall I like Craftsman products.

I really would like to hear more of your VW(s). Looking forward to seeing something posted back.
SearsCare on 2013-01-02:
Dear frankworld:
We are truly sorry for the difficulty you experienced attempting to get your recalled air compressor repaired or replaced. This is not the type of service that you deserve or the type of service that Sears has long been known for. We would like to look into this issue and offer the assistance of a dedicated case manager who can oversee the repair or replacement of your air compressor to your satisfaction.
At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the air compressor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (frankworld) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
jaysimkin on 2013-01-06:
The question of age is not relevant at all, if an item is not safe to use from the day it was made. It does not matter at all, whether the danger was created by poor design and/or inadequate materials and/or faulty workmanship.

An item that is not safe to use, I.e., that can catch fire or explode (or break in a way that puts the user at risk of injury) is not "merchantable", I.e. should not be sold.

Those, who make things, have a duty to supply things that are safe to use, if used according to instructions supplied by the seller.

A warranty should cover things - for a specified period - that are safe to use, but break because of a lesser defect, that may affect an individual item.

I own hundreds of Sears/Craftsman items. Only a couple have not given good service. Given the number of items Sears sells in any given year, that record is impressive.

I would never discuss any technical/engineering issue with anyone in a Sears store, unless I knew the person, and so knew they had relevant expertise.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Unfriendly Procedure
Posted by on
Rating: 1/51
FAIRHAVEN, MASSACHUSETTS -- I recently purchased a Model 247.25000 Mower from Sears Hardware Store in Fairhaven Mass. The sale price was $999.XX with an original price of $12xx.xx with a savings of about $250.00. Since the sale was ending the next day I asked them if they would hold the mower for me for a few days if I gave them a $50.00 or $100.00 as a deposit. I was told that they could not do this (take a deposit). I then elected to place the mower on lay-away which cost a fee of about $10.00. When I returned 2 days later the mower was priced at $991.xx some $8.00 cheaper than my purchase price. When asked they said that I made a deal at $999.xx and I could not get the cheaper price.

What has happened to the friendly policies and service that Sears once had?? I feel that any any reasonable store would (1) take a deposit to hold an item for several days and (2) give the store price of $991.xx. (Please note that my cost was the lay-away fee plus the price difference or about $18.00

After reading several of your comments about this complaint I still feel that I should have been given the lower price of $991.xx. If I had an item on lay-away at Wal-Mart and in the meantime the price went lower I would be given the lower price. After all I could pay the higher price, return the item then re-buy at the sales price.
I also feel that withI was given a bum-stear by the store for stating that the sale was going to end on a date when in fact the sale didn't end, the price went even lower.
Also had Sears taken a deposit there could have been a cut-off date set up but the store would not take a deposit.
I have been buying at Sears since about 1948, that's 64 years. Their policies were buyer friendly and the service excellent. Not any more!!! Small wander the shape Sears is in today!!!
     
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trmn8r on 2012-06-13:
I do not agree that a store should "hold" an item AND a sale price until a potential customer has enough money to buy. What you describe sounds something like buying a car, but you were buying a tractor.

There are several reasons a store would not want to do this. The most obvious is a lot of people would want to take advantage of the same luxury.

You elected to enter into a layaway contract, so in my opinion you are bound by that. Even if you don't agree, it is only $18. The plus here in my opinion is you got 92% of the discount that the sale advertised.
FoDaddy19 on 2012-06-13:
When you use layaway you're effectively locked into the price the item was when you put it on layaway. It's a totally reasonable practice IMHO.
ChuhBaca on 2012-06-13:
I would have to agree with TRMN8R. You were really asking them for a lawayay, but called it a deposit. They have made provisions for your situation and charge a fee of $10.

I do think it was petty to not make up the $8.00 difference, though. Many stores have a low price guarantee. I suppose you could have requested a refund, then repurchased it for $8 less.

You obviously felt the first sale price was a good deal, so just be happy with the bargain. I don't think Sears did anything wrong in this case.
SearsCare on 2012-06-20:
beyrich,

I apologize that we failed to meet your expectations with regards to your mower purchase. My name is Brian H. with the Sears Cares team and we'd like to make sure this is resolved as soon as possible. We certainly don't intend to cause any frustration for our customers. If you could please email SMAdvisor@searshc.com with your phone number, we will have a case manager contact you directly. Also, please be sure to include your screen name (beyrich) in your email so we can reference your issue. Again, we apologize and we hope to hear from you soon.

Thank you,
Brian H.
Social Media Moderator
Sears Social Media Support
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Sears Home Repair Service Is Much Worse Than You Can Even Imagine
Posted by on
CANAL WINCHESTER, OHIO -- I purchased a Craftsman Lawn Tractor at Sears about 4 years ago. I only bought it at Sears because it's difficult to find someone to come to your home to provide the service. It has been a nightmare since the beginning.

In general, each and every time, they schedule you weeks out, provide you with a 4 hour time slot, and sometimes an 8-5 period when they may show. I schedule maintenance each year at the start of mowing season.

1st year: Showed up for maintenance, but informed me they don't carry the mower blades for my zero-turn tractor yet, so after I took a 1/2 day off of work to be there, they refused to do any maintenance, ordered the parts to be delivered to my home and scheduled me for 2 weeks later, at which time they did the maintenance.

2nd year: When scheduling my maintenance appointment, I specifically asked that they be sure the blades, which are included in their 'so-called' special maintenance package, would be on the truck or to order them, so that they would be here for the appointment scheduled 3 weeks out. They showed up with no blades, and I had to go through the same thing again, ordering the blades and being here yet another 4 hour time slot for the 2nd appointment.

3rd year: OK, I think I've gotten smart by this time, when actually I should have found another service company. I ordered the 3 blades online to be here for the maintenance appointment that I also scheduled online 4 weeks in advance. The package arrived within a few days. The day of my appointment I called because I never received the recorded call the night before reminding me of my appointment. I was told they had no techs working that day and I would have to reschedule for their first opening 2 weeks away. I demanded they bump someone else back and show up the following week, and finally they agreed.

The service tech arrived and told me he would have to reschedule since he didn't carry the blades on his truck...still. At that point I pulled out the box of my blades and he told me they are included in the cost of the service and I would still have the pay the full price, in addition to the cost of the blades I ordered online. When I told him I didn't care, because I was so frustrated at this point, he opened the box to find that they had shorted me one blade anyway, so again I had to reschedule my appointment for 1 week later.

1 day later my mower breaks down, so I wait nearly a week for the maintenance appointment on a Saturday, in which he does the maintenance and then determines that I need 2 parts which he would have to order to be delivered to my home. He also scheduled the repair visit for the following Saturday between 1-5.

Thursday evening I get a call from Sears, prior to my arriving home, to see if I had received the parts yet. 'I don't know, I haven't been home, but shouldn't you know if they've been delivered...don't you track your packages?' I arrive home and no package, so I call the parts service who tells me that the information isn't in the computer, they have to email someone to ask them to call me.

Friday morning I get a call from Parts telling me they haven't shipped yet and it would be another 1 1/2 weeks before they could be sure they would arrive and would have to reschedule my appointment for 2 weeks later...mind you my grass is growing much taller each day.

2 hours later UPS delivers my parts, the ones they told me hadn't shipped. I immediately call the service number telling them they screwed up, I have the parts and I expect to see the service man between 1-5 on Saturday afternoon for the appointment I had scheduled. Oh, but they don't have an appointment scheduled for me and I'll have to wait another week. Wait, I had an appointment, but they cancelled it telling me my parts had not shipped, so it was their error right? After I blew a gasket they told me they would get someone out between 8-5 on Saturday, but I referred back to the reason I scheduled between 1-5 is because I have someplace I have to be between 8-10 that day.

I was assured that I would receive a call that evening, the night before the appointment to discuss where I am on the order list, but I only received a recorded call to remind me of my 8-5 scheduled appointment, and that if a tech arrives and I'm not there, they would call me cell number. Well I left the house, with my cell number and a note posted on the door, also with the receipt from the previous week noting that my appointment was scheduled for between 1-5pm and to call me. They showed up at 8:05am, I was not there and they did not call. Screwed again.

Now I get multiple recorded calls each and every day for 3 days asking me to call to reschedule my service appointment. Finally, after I don't return the calls, because I've finally gotten smart and gone elsewhere, a live person calls me. I tell her I am not interested in ever doing business with Sears again. She says "OK" and she hangs up. I receive another recorded message each of the next two days asking me to call to reschedule my service appointment. Again, I don't call and again on the third day a live person calls me to reschedule my appointment. I tell her the same thing, I am not interested in ever doing business with Sears again, as I told the other person who called me. I'm thinking it's a manager calling to follow-up to see why I'm dissatisfied, but it wasn't. She, too, said OK, and hung up.

I've had it with this place. They do not believe in customer service. I have spent more hours arguing with their customer service people, waiting and stressing over trying to get my mower repaired...it's just not worth it. Don't make the same mistake I did, and please, take all of your business elsewhere. If Sears allows their customers to complain over and over again and never takes any steps to try to correct the problem, they don't need our business, they need put out of business.

     
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Anonymous on 2008-06-02:
You have been beyond patient with Sears. It may be time to cut your losses and cut the cord tied to Sears. Can you sell the tractor and buy one from a local dealer with a good reputation? Very helpful review.
Joy C on 2008-06-02:
Wow,
I am sure glad I wasn't the person who got "bumped" so you could have your appointment when you wanted it. If I had been I would probably be posting on here about Sears bumping my appointment for someone else who didn't bother to confirm their appointment. As for you having to reschedule it again anyway, that's a little thing I like to call "Karma".

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Lawn Mower and Blower Parts
Posted by on
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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Tc1073 on 2008-05-08:
You should not have 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.
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?
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 maintenance that can stop this problem from happening , only poor design causes this problem to happen .
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Terrible Product, Even Worse Customer Service
Posted by on
Rating: 1/51
MAHOPAC, NEW YORK -- I spent about $4000 on a lawn tractor, snowthrower attachment and service contract at Sears. The delivery guys that showed up were more concerned with staying in the truck out of the rain than they were with unloading my tractor and equipment, then I started up the tractor and the carburetor was messed up. I called to have it serviced and Sears told me it would be two weeks before someone would come look at it. I returned everything and bought from a local equipment supply place, much better product and service, same prices.

To try to keep me as a customer Sears Holdings Corporation called and said they would give me a coupon for %10 off, what a joke. I would never do business with Sears again if my life depended on it. Ironically enough about 2 months later someone gave me a Craftsman (aka Craps-man) zip up work shirt as a gift, the 1st day I wore the thing the zipper broke!!! I returned it exchanged it for a Dickies work shirt, a real brand.

I would avoid Sears at all cost, they sell junk, and do not value their customers, they are living on the reputation of what was once a great American Business, now they are just
     
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trmn8r on 2013-02-16:
Equipment can require minor adjustments when new - I had this happen with something purchased at a local equipment supply store. Had to take it back, and after they adjusted it, it worked perfectly.

That said, I wouldn't ever purchase a "lawn tractor" at Sears or a big box store. I bought a 1974 Simplicity garden tractor for $300 10 years ago that runs circles around that stuff. You can find vintage tractors for under $1000 that are much better made.
ok4now on 2013-02-16:
You summed up Sears products and their customer service perfectly. Yes they are living off up their previous reputation and once respected name. As the word gets out and more people become dissatisfied with them they will continue to loose market share. K-Mart had to bail them out last time and they are still losing money and closing stores. The handwriting is on the wall.

P.S. SearsCare should chime in shortly for damage control, don't take the bait.
SearsCare on 2013-02-16:
Nm5188, My name is Dianne with the Sears Social Media Escalations team. We are truly sorry that you had this kind of experience with the purchase of your lawn tractor. I am so sorry we have let you down! It is our goal at Sears to provide our customers with the highest quality of products and customer service. I am sorry that we disappointed you. Since apologies don’t resolve problems we would like the opportunity to speak to you on this matter. Please send the following information – contact #, screen name (nm5188), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,
Dianne D.
Social Media Moderator
Social Media Support Team
imp3400 on 2013-04-07:
I will never buy any lawn equipment from Sears. I had the same experience with their service agreements. I have snowblower, had it break down and called Sears and also was told it would be 3 weeks to have someone come out. Right Sears truck in town everyday. And can't be busy because he sits in the park when I'm walking dogs. And I also feel for you, I had the same BS story to keep me as customer they offer 10-20% discount off your next purchase. Sorry, there won't be next purchase. And I fixed snow blower myself in less than an hour. And cancelled maintenance agreement.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Sears doesn't honor warranty
Posted by on
Rating: 1/51
My mower broke after 1 season. The welding on the front guard failed and the guard got chewed up in the mower blades. If you do a google search, you will find that this is a very common occurrence with Sears mowers.

When I took it to the Sears repair center, they said it wouldn't be covered b/c it was my fault for hitting a rock. Mind you, I waited to take it until 2 days after the warranty expired, but they assured me that even if my warranty was not expired and still valid, they assured me this still would not be covered by the warranty. They pointed to a nick in the blade as so-called "evidence." That is utter nonsense. I never hit anything with that mower. If there is a nick in the blade, then it was from the metal guard being chewed up in the blades after the welding failed!

They gave me a 20% off coupon with restrictions on it as compensation. I tried to buy an identical one, but it was discontinued. One was located at a store far away and for more than I paid for my original, and I purchased it. They even refused to have it shipped to a store closer to me.

Then I realized I was a chump for buying another mower from Sears, so I never picked it up and asked for a refund. Then Sears refused to give me a refund b/c they said it was picked up by someone using my credit card. I said that was impossible, b/c I had been out of the country for over a month on the date they claimed I picked it up! I was livid. I disputed the charge with my credit card company, and guess what? Sears could not prove that my credit card was used by anyone, and they could not prove it was picked up. Imagine that. Sears is struggling as a company, and it's not hard to imagine why. If you have your own issue with Sears and are thinking of writing a review, you will get a message from Sears asking to try to resolve it first by contacting one of their social media support people before writing a review. Don't bother. I did that, and look where I am. They are useless and condescending and will accuse you of being a liar and a thief like they did with me. Thank goodness I have a good credit card company that investigated the issue for me.
     
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SearsCare on 2012-09-18:
DSM76,
My name is Tony and I am with the Sears Social Media Escalations team at the executive office. Please accept our sincerest apologies for all of the trouble that you have encountered with your mower. I can absolutely understand your frustration with the guard being chewed up. Furthermore, the aggravation for being told that a refund would not be issued after returning the item and deciding not to do an exchange.
As a valued Sears’ customer, we would greatly appreciate the opportunity to speak with you further and be your one point of contact within Sears to ensure that this matter gets resolved to nothing less than your complete 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 that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (DSM76) 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.
Tony T.
Social Media Moderator
Sears Social Media Support
Chickenhead on 2013-08-29:
Dear "Sears Social Media Escelation Guy":

Consider me a FORMER Sears customer who will never EVER buy anything from you clowns ever again. My Craptsman riding lawmower spontaneously blew it's Briggs and Stratton engine. YOU people, despite it being under warranty, refuse to fix it under warranty using the usual excuse, "it's your fault, you must have hit something." I have visited other mechanics, including Briggs and Stratton certified repairmen, and NONE of them agree with Sears' diagnosis of the problem. They ALL say this is a warranty fix, something you refuse to honour. So kindly take this back to your "bosses." I will not be buying ANYTHING from Sears again, and I WILL be announcing on any and every media platform I am on about my experience with your utter lack of service. Good riddance.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Lawn Tractor Service Appointment Disaster
Posted by on
Rating: 1/51
CHICAGO, ILLINOIS -- My story begins with the scheduling online for a service call on my Craftsman lawn tractor. I supplied the model number and the part number that I needed installed. On the 29th of June a really nice tech showed up and announced he didn't bring the part and would have to reschedule for the 3rd of July. Then fun begins. On the 1st of July I get a computer call saying I need to reschedule my appointment. I call and they ask if I have the part. I didn't know it was coming to me. I was told to call back when I got the part.

On July 2 the computer calls me again to reschedule my appointmnet. I call again and am told that they will forward the info to the parts group and they will call me, never happened. On July 3 the computer called again telling me to reschedule.

Later that day I get the part. And yes it came before the original appointment time and would have been available to be installed. On July 4 I call and was told the tech will be there on July 6 between 1-6. So I take off work and sit. At 6:30 I figure no one is coming. Now the fun really begins. I call and after several transfers the customer service agent checks and informs me that the appointment has been scheduled for July 13th. None the less this is a surprise to me. She said I should have received a courteous call. Didn't happen. When I asked if the appointment could be moved up she said no.

When I asked to speak to a supervisor she put me on hold for 2-3 minutes and when she came back she said the suppervisor said there was a shortage of techs that work on tractors and it was a busy time of the year. When I asked to speak to the supervisor I was told no.
While I was on the phone I told the agent that I was going to go on line and see what appointments I could get. Miracles of miracles the online system gave me an appointment for Monday the July 9th from 8-12. The only catch is that I would have to agree to another $99 service fee. I made the appointment and the agent informed me the only way to avoid the additionl cost was for her to file a payment dispute. We'll see.

I asked if there was a manager I could speak to and she said she would put in a request. When I asked when I might hear from him she said "could be twenty minutes or two hours" she had no idea. Well it's been almost three days. You're right nothing. Well it's 1:45, Nothing. Maybe the tech will be here by Friday. This will be the last time I deal with Sears. Purchases or service.
     
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tnchuck100 on 2012-07-09:
You have got your belt. Call a local repair service and have them install it. Put an end to this nightmare that Sears is so pridefully putting you through.
trmn8r on 2012-07-09:
You've opened the door here in my opinion for the royal treatment - as I read it, you agreed to pay another $99 and are hoping to get one of the $99 fees refunded. I'm also a bit surprised that you doubled down and went for another appointment after the last no-show. Good luck with all of this.
madconsumer on 2012-07-09:
thank you for warning other consumers about Sears service.

very helpful review, and voted as such.
ok4now on 2012-07-09:
It's refreshing to know that the tractor repair customer service is on a par with the appliance repair at Sears. OMG what is it with these people? Are they purposely trying to alienate what few customers they have left? This is why I bought a John Deere.
SearsCare on 2012-07-12:
To wsmckay100,

My name is Dianne and I'm with Sears Cares Escalations. I found your post here and wanted to reach out to you. I'm so sorry you've had problems with your tractor. Having to wait for service, combined with just enduring service and delayed part’s I'm sure just amplified that stress & inconvenience. We'd like to help. At your convenience, please contact my office at SMAdvisor@searshc.com so we can further discuss your concerns. Please provide a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, please include the screen name (wsmckay100) that was used to post here in your email so we can reference to your issue.


Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
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