Sears Complaint - Lawn Mower and Blower Parts
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.