Poorly Handled Complaint by Sears Store Manager
Craftsman 30 Gal Vertical Air Compressor/very Poor Service - Complaint
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