Sears Lawn Mowers - Page 2

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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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Refused to Send in My Mower for Repair
Posted by on
Rating: 1/51
LOGANSPORT, INDIANA -- This spring my electric start mower would not start. I took it in with 3 weeks left on the warranty and they never sent it in. When I gave up and picked it up after 5 weeks it had never left their store. I was told that it was my attitude, I wasn't happy when I took it in, as to why they wouldn't send it in. John in customer service told me that " just because I have a warranty doesn't mean they have to fix anything". Real good attitude on his part. Well I did buy a new mower, and it did not come from Sears. Will I ever shop any of your stores again, Not till they fix my mower.
     
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trmn8r on 2012-06-03:
Interesting story, for sure. Good luck with your new mower. I'd toss the Sears in the trash.
FoDaddy19 on 2012-06-04:
If this happened just like you said it did, then Sears definitely did you wrong. It's ridiculous that Sears would let your mower sit unrepaired for more than a month.

"John in customer service told me that " just because I have a warranty doesn't mean they have to fix anything". "

Yeah it kind of does. That's the whole premise of a warranty. What an assclown.

Good review
SearsCare on 2012-06-04:
Good morning jim-miller,

My name is Mike and I am a member of the Sears Social Media Support team. I saw your post today and wanted to touch base with you. I am sorry to read that your mower will not start. I understand how important it is to have your mower running properly, especially with summer fast approaching. Furthermore, I know that the poor service you have received thus far has only served to exacerbate the situation. If you would allow me the opportunity, I would like to connect you with a dedicated case manager to discuss your experience and ensure that your mower is repaired. At your convenience, please contact our office via email at smsupport@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 mower was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (jim-miller) 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,

Mike D.
Social Media Moderator
Sears Social Media Support
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Warranty service on riding mower
Posted by on
Rating: 1/51
I have a Craftsman YTS 3000 riding mower/lawn tractor that's two seasons old. This season, it would not start. I charged the battery (after buying a battery charger/maintainer) and got it going, hoping that running for a few hours would finish charging the battery, but a day or two later it wouldn't start again. When I purchased the mower, I purchased the extended warranty/service plan for 3 years of protection, so I called and explained the problem. I was told that a technician would be sent out in a little over two weeks. When I asked if it was possible to get someone sooner, I was told that was the first time a technician would be in my area. This is unacceptable for a plan I paid over $300 for. I don't necessarily expect next-day service, but surely a national company like Sears can do better than *two weeks*! I now consider all extended warranties from Sears to be essentially worthless for anything time-sensitive. I'd rather pay more over the life of my equipment to get *timely* service. I guess that's what happens when the company already has your money.
     
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BigAl on 2012-04-10:
What you might have done is left the battery in the unit over winter. The correct procedure is to remove the battery at end of season and recharge the battery during the winter months. In colder climates batteries left in mowers will discharge and actually freeze causing permanent damage. Your battery may not be covered under your extended warranty so you may have more troubles if this is the case.
trmn8r on 2012-04-10:
BigAl hit the nail pretty much on the head. I ruined a battery a few years ago by letting it discharge and then it froze.

Also, newer maintenance free batteries aren't designed to be completely discharged like the old were, and that can ruin them as well.

Two weeks for a mower repair doesn't sound that bad, but then again I don't have grass that needs cutting. Maybe a lot of people such as yourself are having trouble getting started for the spring, and they are overloaded...
Amy! on 2012-04-10:

It doesn't matter what the poster did with the battery, two weeks is not acceptable. Then if the mower needs a part, it would have to be ordered. The the tech would have to be called again to install the part, by the time all is said and done, you would be looking at 6 weeks.



The salespeople talk a good game, but, don't believe a word of it. They make a commission off of those warranties and will say just about anything to sell it.

BigAl on 2012-04-11:
Amy> Chill out girl. All I did was suggest that his problem may be a bad battery which probably is not covered under his extended warranty. It would behove him to take the battery to a retail store that will check it for free. That way he will not be charged for a service call and he could be cutting grass much sooner. I do not buy the extended warranties but I am fairly competent at fixing things myself. For every story about being glad they bought the extra warranty there are 10 stories of wasted money.
SearsCare on 2012-04-11:
Dear Consumer,

I’m very sorry to read about these issues with getting your mower serviced. We always try to get the soonest available service to our customers. The problems that always happen at the start of lawn and garden season are that many people are encountering issues with the mowers not starting after the long storage of those mowers/tractors. This causes an overload of calls and there are simply not enough certified technicians available to handle the load. We can’t/won’t use uncertified technicians to work on our customer’s mowers so that unfortunately does cause these issues initially. We understand your frustration and do want to see how we can be of assistance to you. My name is Robert and I’m part of the Sears Cares Escalations team. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the lawn mower 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 (Consumer) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
KevinTX on 2012-04-11:
Sears is very good about resolving claims. Hang in there. I too had trouble with my lawn tractor and it's engine freezing up. 7 non-matching shipped engines later, my tractor has new life.. yes it was a pain, but they did take care of everything. I am certain I would NOT of gotten the same response if I had NOT been under warranty.

Give them a chance to make it right, they will.
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Sears Parts and Service
Posted by on
Update: I was offered a $50 gift card for my trouble. I told them that I pain them in real money and didn't think a gift card was a fair offer. I was told that I should have excalated the problem when it happened. (What did he think I was doing on the phone all of those hours?) I was told to call back if I changed my mind about accepting the card. I did today since I decided that I could give the $50 card to charity. I was told that the man who offered it was no longer there and that I had been offered $100card but it was too late to accept it since it expired in one month. Isn't that just like Sears? If you want service or honesty, don't go there.9/28/11

I own a 2001 Sears Riding Tractor. The steering went and the draglink needed replacing. After hours on the phone trying to find out why the draglike pictured was different from the one on my mower I decided to have Sears fix it. They guaranteed that the mechanic would have the part with them but since I really needed the mower fixed I ordered the part. When the part came I notice that it did not have the black coating(teflon) that the original had. The repairman gave me a price of $200 to fix the steering. He then said that he didn't have the part with him so he would have to come back. I told him that I had gotten the part from Sears. He said the difference in color didn't matter. He put it in backwards the first time and correctly the second. He was here 20 minutes. He charged me $214 dollars using my part. Two days later I looked at the part and it was RUSTED! When I tried to engage the mower deck it wouldn't work. I bought another mower. I then said that I wanted my money back. They said they would give me $65 back or I could have the technician back to take off the part so that I could return it and they would charge me for that visit. They said they would charge me the full amount for service if the part had been installed properly. I have been on the phone with them every day for eight days. Every person gives me a different answer. I finally cancelled the appointment since no one could tell me if or what the charge would be. I am a 67 year old woman and my getting the part off by myself is impossible Don't buy anything from Sears if you are dependent on service. No local serviceman will touch Sears products because their parts service is so bad.
Company Response 7/20/2011:
To Patterson6061,

I'm very sorry that you had so many issues surrounding this service call for your tractor. I completely understand your frustration and we would like to help resolve this and any other Sears related issue you might have. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the tractor 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 (Patterson6061) 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

     
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SearsCare on 2011-07-19:
To Patterson6061,

I'm very sorry that you had so many issues surrounding this service call for your tractor. I completely understand your frustration and we would like to help resolve this and any other Sears related issue you might have. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the tractor 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 (Patterson6061) 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
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Sears Lawn Tractor
Posted by on
HIGH RIDGE, MISSOURI -- I went to my local Sears Hardware store to buy a lawn tractor after selling my old one. They had exactly the model I wanted, but was told they couldn't sell it to me because it was a display model.

I went online, and placed a call to Sears customer service because I noticed the special offer that said "Need a Tractor Sooner...Call us for some options at 1-888-810-5924".

I really did need it in a hurry, so I called them. The service representative was very friendly, and assured me I would have my tractor by May 5. She said I would receive a confirmation email quickly. So I waited about 3 hours, and no confirmation! I called customer service back to find out what was going on, and they had no record of my order. I went through a lengthy questioning session, and placed the order again. This time I received a confirmation, and figured my tractor would soon be on the way. Shortly afterwards I found out the order was cancelled due to lack of funds! The money on my debit card was now "on hold" from the prevous order! I called back again, and my order had been cancelled! They said sorry for the mistake, you will have to order again. I placed the order again on a credit card, and received a confirmation. Delivery was supposed to be on May 6. Then I received a call saying there was a problem with the order. I called to find out that now it won't be delivered until May 20th! I also noticed that the very next day they were offering the same tractor with a 20% discount, and $50 credit towards an accessory. I wanted the brush guard, so I called back to see if they would honor the discount. I was told that I would have to cancel my order again, and place another order! Even though there is supposedly a 14 day price match guarantee!

Dealing with Sears customer service has been one of the worst nightmares I can ever recall. Absolutely the most disappointing experience I can recall. I needed this in a hurry, and now have a MASSIVE delay, and feel like I got a raw deal. There is no excuse for not having accurate inventory information, and this type of service shows why I am no longer a Sears or Craftsman fan.

On top of this, after speaking to at least a dozen sales and customer service reps., I got a different story, and different price from virtually everyone I spoke with. I have been a loyal Sears, and specifically Sears Craftsman fan for many, many years. Lately is seems like Sears has become just another lost, mixed up American company that is no longer in touch with its customers.
     
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tnchuck100 on 2011-05-06:
Your last sentence categorizes the Sears of today perfectly. To be more politically correct Sears IS dead. It's really K-Mart.

Find a local lawn mower dealer. Touch what you are buying and get it that day. Life is too short to put up with the garbage Sears put you through.
trmn8r on 2011-05-06:
If you were buying in the Fall, there would probably be no delay.

A price match to me means against the competition.

If you want cheap, stick with Sears. I have a 36 year old tractor built like a tank. Much quieter than the new ones too.

SearsCare on 2011-05-06:
No longer Craftsman Fan,

I'm very sorry to hear that your purchase and delivery has not gone as you expected. Putting myself in your shoes I would not blame you for being upset. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. At your convenience please contact our office via email at smsupport@searshc.com. Please provide us a contact number and the phone number the tractor was purchased under and we will call you at your convenience. In addition, include your screen name (No longer Craftsman Fan) in the email so we can reference to your case. Again, I'm sorry for any trouble we have caused but we do appreciate any opportunity to help.

Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support
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No Show on Delivery Day after a 1 Month Wait
Posted by on
My husband and I ordered a garden tractor at Sears' website in response to an email ad for garden tractors. We submitted the order, received our confirmation, then the next day received a phone call with the delivery date - one month after the date of the order. We weren't happy about the wait, but Sears has always been reliable for us, so we thought we would stick with the order.

In the meantime, we frequently checked our order status online. There was no indication that anything was wrong with the order, and the delivery date still showed.

Now, a month later, the delivery did not show up. When I called, the delivery people had no record of the order and transferred me to customer service.

Customer service said the order was cancelled the day after we placed it because the product was unavailable - the same day they called to give us our delivery date! No one ever called or emailed us to tell us the order was cancelled, and there is STILL nothing on the website that says the order was cancelled. The order is still there, with nothing about status whatsoever. A simple "Status" comment on the website saying the item was unavailable would have sufficed, although an email or phone call would have been a nice touch at very little cost to Sears. But to make us wait a month and give us no notification whatsoever, not even a status note on the website, is just unprofessional, rude, and TERRIBLE.

My husband and I own and operate an online retail business. If we did this to our customers, we would be out of business! I can't believe this happened to me at Sears! I could believe it at Ebay or Walmart, but not Sears!

Sears has gone downhill!!!!!!!!! I've bought every kind of appliance from Sears for 30 years, and never had this kind of thing happen. An order from Sears has always come with an ironclad guarantee of reliability. But this is just over the top, and I will never buy another thing from Sears! I don't know what is happening, but I hope upper management and the Board of Directors are aware of how many very upset customers Sears is making these days.

Sears, you just lost a 30-year customer.
Company Response 4/22/2011:
Dear cbgep,

I saw your comment here and I wanted to reach out and apologize on behalf of Sears for what happened with your online tractor order. I know that it must have been very frustrating to not receive the item that you ordered and to not have been updated at any point in the process. In your post you stated that the order had been cancelled but we would still very much like to speak with you regarding this experience and how we have failed you. What you’ve posted here is not acceptable by any Sears’ standards and we would like to investigate this as well as resolve any remaining issues with your order.
My name is Laura with the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com so that we may address the concerns you related in a timely manner. In the email, please provide a contact phone number and the phone number the tractor 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 (cbgep) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

If any other viewers of this thread need assistance with a Sears’ related issue we want to hear from you as well. Please do email us at smsupport@searshc.com with your contact information and a brief description of the situation and we will be happy to assist you.

Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
     
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Mrs.Cole on 2011-04-21:
Did they charge your credit card?... Keep an eye on that... sometimes, it takes months to get your money back from Sears.
Venice09 on 2011-04-21:
I agree with everything you said. Sears should send you a better model at no extra charge. That's the least they could do.
idontthinkso on 2011-04-22:
The entity known as SEARS is gone. The family in charge sold out many years ago, and the people who hold title to the name are a rather nasty incompetent lot. Don't buy from the company NAMED SEARS.
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Cannot re-contact person who can guide me on repair
Posted by on
CALIFORNIA -- Page 1 of 4

Corporate Headquarters
Sears, Roebuck and Co.
Attention: Alywin Lewis, CEO
3333 Beverly Road
Hoffman Estates, IL 60179
United States


Re: Craftsman Gasoline Powered Blower/Vac Model No. 358.794880


Mr. Alywin Lewis,

Today is February 3, 2007 and I just received the Craftsman Gasoline Powered Blower/Vac Instruction Manual that I was requested to buy so that the person who I called, but I do not have his name since I assumed that any person at that telephone number on the equipment and is also stated on the front cover of the Instruction Manual, said that he is going to transfer me to the Orders Department to order the Instruction Manual, with that he could assist me with my fixing the blower vacuum as happened just before my warranty expired.

I called perhaps a week before to reach this person. I called him at 800 235 5878 which is the telephone number on a label on the machine as I just said.

Before my warranty expired another guy who I will refer to as a technician, since nobody whom I have talked to today, and I talked to at least 10 people. Perhaps half of them said that this would be the last time I would be transferred because the who I was talking to said that he knows that that department can help me over the telephone, at my fixing my equipment.

This time, the first person who I talked to, when I told him that I need help fixing my blower vacuum, just like the last time somebody, step by step, told me how to fix the blow vacuum.

The guy of about a week ago asked me if I have checked the spark plug. So I said that I should explain my situation.

There is a pull cord naturally, to start the engine. It told him that when I pull it out, it comes out easier than normal. He stopped me to ask me, if I let the pull cord go, does it go back in by itself?


Page 2 of 4

I told him that it does so he asked me if I have an Instruction Manual. Perhaps I did not have an Instruction Manual because I bought it somewhat discounted because the box
had been opened.

Whoever bought it previously and returned it, must not have put the Instruction Manual back in the box before returning it.

Just for reference, I paid by credit card, and I could go on-line to find out exactly how much I paid for it but I don’t think that is necessary. I was charged a bit under $10 to have it mailed to me.

The only other person who I talked to who I wrote down but I do not know if that helps any from my earlier information, is Olsen at 800 4690 4663, who told me that he would transfer me to the department that has people who are able to talk me through the fix.

I asked Olsen for the name of the department and he said Craftsman Parts and Tools at 800 377 7414. I said to Olsen that it does not sound right to me that a parts and tools department would have a person with the knowledge to instruct me, even with having my Instruction Manual on how to fix it. Olsen said that the name of a department does not necessarily indicate all that it does.

When Olsen transferred me, he actually transferred me to Scott who is in the Parts Department. So I said that I was supposed to be transferred to Parts and Tools. Scott said that since he is Parts, he knows that there is a Part Department and a Tool Department but they are not the same department but since he cannot help me, clearly Olsen does not know what he is talking about.

Olsen said that this conversation has been a waste of time.

It bothers me a lot that when I call a company, people who are getting paid to talk to me, and naturally I get nothing for my time talking with them. However people saying that happens all the time and a small fraction of those times, the person who I have been talking to hangs up the telephone but Olsen did not.

Olsen was good enough to ask me if he could help me in any other way. So I asked him if he could give me the corporate address, which he did. However, he did suggest that I call instead. However to me, to spend so much to perhaps get the run around again, I would not like at all.

Olsen did say that if I lived in a city that has over 100,000 people, would I know all the people that I could get in touch with? I told him that I live in a city that easily has over
100,000 people and I am not familiar with the actual jobs of any of my neighbors but I do


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have an idea of what they do.

Olsen said that that is like calling Sears. There are so many people that it is possible that somebody could help me fix my machine over the telephone but he has no idea how he could find out where or who that person is.

As the CEO of Sears, surely your Executive Assistance has the means to go down the hierarchy of your corporation to get me the name and preferably the full name, but perhaps Sears does not allow that. With so many employees, you must know that the name of any given person has a reasonable probability of there being another person at Sears who has the same name.

I worked for Intel Corporation for 8 years and the closest name that came to mine was a person with the same last name. However, I have no idea if any given person at Sears is going by their last name, middle name, or even a nickname.

Since I have twice, from the 800 235 5878 number reached a person who, the first time actually helped me fix it, but the second time I was told that after he asked me a specific question, that informed him that he could easily instruct me and get it running again. I essentially have said this previously but I am trying to make it absolutely clear that I know a person can be reached.

However, looking at the Instruction Manual, only on page 24, which is in Spanish but I speak very little Spanish, do I see a picture of a man who has pulled on the cord. So I do not know how much help the Instruction Manual would be even with somebody talking me through it.

From having talked personally with one person who has told me that he could easily talk me through the task and perhaps a year ago, another person who did talk me through that fix, I am extremely confident that somehow, you can get me to a person who can help me over the telephone and if I do not have the correct Instruction Manual as it is not like a car, as they have shop manuals, perhaps the Orders person sent me the wrong manual.

As the conversations alone took me almost an hour, your Executive Assistant, as has happened many times when I write to the office of Ken Lewis, CEO of Bank of America, which is my bank, I have always received a telephone call from a person who has been able to help me.

If Bank of American can help me every time, I am extremely confident that soon after this letter has been read, I will get the help that I need and not be told that I have to either go to a service center or have a service person come to my home as both have been suggested to me. However, the second suggestion makes no sense to me since my


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machine is easily portable.

I know that Sears does not make Craftsman, so it might be necessary for somebody of your staff to get me in touch with a person at the company that makes this particular
product.

Once, somebody who I called told me that Craftsman is made by two companies and due to the machine that I am talking about, he told me which company manufactures it.

However, Olsen said that so many different companies make the various Craftsman power tools that he would have no idea which company makes my blow vacuum.
     
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MRM on 2007-02-04:
You could find the manual for your particular model by visiting the manufacturer's website and download the manual.
Shakra on 2007-02-04:
If you talk like you write, it isn't any wonder why anybody couldn't help you. They would have a hard time understanding you and would probably fall asleep by the time you finished. Zzzzzzz
HondaCivic4DEx on 2007-02-04:
Shakra. Yes I talk like I write and I re-read what I wrote as I have not actually mailed it out yet as I want to get a Confirmation Receipt for it. Actually, I have worked as a technical service telephone support person myself and as you finished by zzzzz that is because I learned from the job that every bit of detail should be put into the correspondence and I do these things all the time, mostly to correct thing for others. So, yes it is long but you sound like you do not want to hear the details. I have been a Bank of America customer for over 39 years and in particular in the last 10 years at the most, every time, I have gotten a call back and only one time, not from a VP. Each conversation ended up getting resolution. My guess is that you do not know how to converse. Have you contacted the corporations? I know that most people at their level, as the company is a retailer. If one is much higher, most likely as is one of my cousins, she got hired as a Division Manager but she has a MBA from UCB. It seems that you put helpful though so I do not get that.
HondaCivic4DEx on 2007-02-04:
MRM I am not clear on what you are saying and would like you to give me a bit more detail. First, when I bought the machine, I asked which company makes it. The store salesman said that as I probably know, Sears does not make Craftsman. Sears buys the various tools from two companies. He said that the less expensive tools, like a drill, and then he mentioned the company that actually makes it. He then told me which company makes my tool.
This time, as I inquired that may be I should be contacting the actual manufacturer, he said that they deal with so many manufacturers for the various tools, that he would have no idea which manufacturer to refer me to. However, as I said, some said that the next person would be able to help me and others said that nobody could help me. If nobody could, how did somebody know to ask me that if I released the cord, did it return? Since I said it did, he said to the the manual and call him back. However, I have not checked to see if, as you refer to the manufacturer's website, are you referring to Sears or Craftsman? I did briefly go to www.sears.com but only to look to see if they have an email address or a link to an email address so that I could also send via the Internet. So, would you be more specific about the manufacturer please?
MRM on 2007-02-04:
HondaCivic4DEx, you said that there were no instruction manual that came with the item as it was an open box. With the instruction manual missing, I would go to the manufacturer's website and download the manual.
Skye on 2007-02-04:
Never assume anything, they probably have hundreds of people, if not more than work at call centers. You should take MRM's advice.
HondaCivic4DEx on 2007-02-05:
MRM & Skye Aubrey My response was: This time, as I inquired that may be I should be contacting the actual manufacturer, he said that they deal with so many manufacturers for the various tools, that he would have no idea which manufacture... So I ask you if you have any idea which manufacturer makes the Craftsman blower/Vac
HondaCivic4DEx on 2007-02-05:
MRM & Skye Aubrey part of what I originally wrote says:
Whoever bought it previously and returned it, must not have put the Instruction Manual back in the box before returning it.

Just for reference, I paid by credit card, and I could go on-line to find out exactly how much I paid for it but I don’t think that is necessary. I was charged a bit under $10 to have it mailed to me.

What I got might not even be the correct Instruction Manual since only one page shows the cord and that is shown in the Spanish section and my Spanish is very little so I do not know what it says. That makes it even more difficult assuming that I can exchange and if I can get a name and toll-free number when corporate receives my letter as I will be sending it today with tracking on it.
HondaCivic4DEx on 2007-02-08:
It is possible to reach a technician. I talked to one who said they make it very difficult to talk to technicians. He gave me some help but said that he had hit his time limit so had to hang up, but perhaps I have an answer.
HondaCivic4DEx on 2007-03-05:
I have finally got my blower vacuum working even though it does not make sense to me personally that the screws that I bought alone got it to work. Sears has since added added an option to be able to talk to a technician. From talking to the Orders people, I finally got the correct screws from being walked through their website by a technician and ordered the correct screws from their on-line assembly drawing rather than a manual and on another page was the name and number of the part. With those, I was able to place the correct order. I need to wait bit longer but having contacted Customer Relations with telephone, I have also been reimbursed for the shipping cost as well as the wrongly sent items. Unfortunate, it is not a standard screw so I had to buy a screw set for $10 but at least my machine is working now.
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Sears service
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I purchased a Sears 42" Garden tractor 10/23/09, along with this we purchased the repair agreement for $300+. When the tractor was delivered it took the person approx. 45 minutes to get it going. When I went back to use it a few days later the battery was dead. I went to the Sears store and got a new battery. That worked. At this point it was pretty much the end of the season for mowing, etc. The tractor was stored in a warm garage. This spring I went out to start it. Surprise!!!! It was dead again. I called and had Sears repair come out. The tech said the battery I had would not hold a charge, but that the alternator etc. was good. So again a new battery was installed, the tech said to let the tractor run for an hour to ensure that the battery was charged. This was done. I went out a couple of days later and guess what! Battery was dead again. Again called Sears and scheduled a repair appointment. They were to come to my home today between 8 am and noon. I got a call about 11am; he has 15 service calls and can't come until at least 8PM. Unfortunately I have to work, my job has this thing about when you are scheduled at a certain time you are expected to be there. Again try to reschedule. I spoke to a Sears representative she said they couldn't be out here until next week, again between 8am and noon. When I asked to speak to a manager I was put on hold for 15 minutes, finally I hung up when it was obvious no one was coming to the phone. I tried to call the store manager where I bought the tractor, after 4 calls and time on hold I finally spoke to the manager. He stated that at this time of year they are "experiencing an unusually high call volume." What an overused excuse that is. I mentioned that if this couldn't be resolved I would be trying to return this tractor. He then stated that I could do this but that a restocking fee would be charged. He gave me a number for customer service complaints. I spoke to them, and was told that service was a completely separate group and they have no control over them. She did check and make another appointment between 8 and noon appointment next week. No guarantee on time.
As I told them there was a time when the name Sears and Craftsmen meant something. I t used to be that if you bought a Sears or Craftsmen product it would be good and dependable for many years, Unfortunately I feel that this is no longer the case, I will not buy anything else made by Sears or Craftsman and will make my dissatisfaction known, whenever and where ever possible. I am sure that Sears doesn't really care what I think or feel and what’s one more dissatisfied individual. Somehow this seems to be a sad commentary on most of what we call service today.
     
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Sears Lawn Mowers - Two Big Thumbs Down!!!!
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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 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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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.
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.
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!
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 :(
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

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
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.
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
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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Terrible Customer (dis)Service
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I took a Craftsman lawn mower in for warranty sevicing (it would not start) and was told that it would be ready in one week or less.

After two weeks without a peep from Sears, I thought I'd call to see what was up. After 40 minutes of Voice Mail Hell I gave up.

Three weeks later after receiving a call from Sears I drove the 20 miles into town to pick it up.

No one could find the mower.

A call to the 1-800 number eventually determined that the mower was across town at the service depot and there was a note attached that the mower's carburetor had to be replaced because it was "water damaged" and the $120 repair was not covered under the warranty.

Suspecting that this was a scam (the mower had never been put in a situation where it would be exposed to "water damage") I told them to simply send the mower back to the store where I dropped it off.

So as to not waste a trip into town, I went upstairs to the store to purchase a new mower. I selected a cordless from the floor but the sales clerk said that it would have to be ordered but there were none available to be ordered. I then asked if I could buy the one I was holding in my hands. He could sell it to me but the key was missing and no one knew where it was.

So I selected another,cheaper cordless. It too would have to be ordered but there was some other glitch that prevented me from purchasing it.

So I selected a gas mower which was in-stock and half an hour later I was finally on my way home, fuming from the whole experience. I was so PO'd that I decided that I'd had it with Sears and powered mowers in general so I stopped in at Lee Valley Tools on my way home and purchased a human-powered reel mower, which BTW I am delighted with. I mow about half an acre of grass on a 2 acre property and the reel mower is fine.

Two weeks later, still no call to pick it up my gas mower and another call to the Sears 1-800 number revealed that the mower was still in the service shop and was not scheduled to be touched for yet another 2 weeks. At that point I told the clerk to tell the service depot to not do anything and I would make the 30 mile drive to the depot to pick it up myself.

I took the mower home, took apart the carburetor, inspected it for "water damage" (there was none) blew everything out with compressed air and reassembled/reinstalled it. No new parts were needed and took maybe all of half an hour. The mower started up on the first pull.

I had not taken the new intended replacement mower out of the box so I returned it to Sears for a full refund.

Sears wasted several hours of my time with needless run-arounds and tried to nickel & dime me with unnecessary service charges for what should have been simple warranty service.

After having been a Sears customer since the mid 1970's back when their power tools were pretty good quality, this latest episode has soured me enough that I doubt I'll ever set foot in another Sears store ever again.




     
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music4life75 on 2008-07-23:
Wow maybe you should work at their service center since you seem good at fixing lawn mowers!Seriously, I have worked at Sears before and most floor modeled mowers especially the cordless ones they can't sell unless it is a discontinued model. Therefore it qualifies as a special order and considering that most people buy gas powered ones that is why they stock those most. Sorry to hear about your unfortunate incident with your own mower.
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Poor customer service
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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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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.
haha! on 2007-04-03:
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 an 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?
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
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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