When we bought our house twenty two years ago we started stocking up on tools. Hammers, shovels, saws, trimmers, mowers. Craftsmen from Sears had a good name, so we went with that brand, and had good luck. All our tools are Craftsmen.
Recently my mower old stopped working. It was time to buy a new one. We headed over to Sears, and bought a beauty. Electric Start, self propelled, mulching bagging it was a machine. But, after a month and a half it stopped working. It just wouldn't run.
We took it back to "Item Pickup window" in strict adherence to Sears' instructions. And waited, and
waited after a half hour they counter guys (I won't call them customer service) came out and said "it isn't covered."
"A four hundred dollar mower (frightfully more had it not been on sale) less than two months old and it isn't covered." I was shocked, and angry.
"We would like to see the store manager." My wife said.
They said OK, disappeared behind their swinging doors for ten more minutes and said, "Oh, we were looking at your chain saw." They are both black and say Craftsmen so it would be easy to make the mistake. Had the chain saw not been purchased more than 5 years ago. But, they agreed that my mower was covered. And I would be able to mow my lawn when it was done in three weeks. Thank God grass grows so slowly, or I would be screwed.
Forty minutes later, we never got to see the store manager, but our mower was getting fixed.
Today, I got a call from the service center, rather, my wife got a call. Oddly it came to the business where I work, she works someplace else, and it is not a number tied to our Sears account at all, saying it would cost me $99.00 to fix my new mower. Wonderful.
I called the store manager who did not answer and did not call back. I tried Sears "Customer Service" and they said they couldn't do anything.
So I will pay my $99.00 dollars, get my mower, and cut up my Craftsmen Club card, burn the pieces, and bury the ashes in my back yard.
If anyone tells you customer service is dying tell them they are too late, Sears strangled that poor idea.
Tuesday, June 21, 2016
Craftsmen, Sears, and Customer Service, a betrayal.
There is not much to say, but, for those who find any offense, please remember these are only stories, jokes, and have no relation to reality. Kind of like life.
I like life, and hope it lasts a long time, but it does require some explanation, that is why these blogs exist. To help people navigate times and events that make no sense.
Here are a few places you can find a few things.
The Original Life Explained. Where it all started, a little rambling and a lot of nothing important.
Life Explains The End Views on humanity's race to self extinction. I hope I am wrong.
Life Explains Smiles Because everybody likes it when you smile.
Life Explains Aging Getting older is not always easier, but it is worth the effort. And a few small things can make it much more pleasant.
Life Explains Traveling and Commuting Mostly commuting. Driving bugs me and working bugs me so driving to work is the ultimate insult of modern life, and I like to complain.
Life Explained Explores History. The real problem with history is there is so much of it. It is all over the place. But, if you take the time to look at the small pieces it is fascinating.
Life Explains Music Music is a universal language. I like guitar based rock and roll, but there is a little bit of a lot here.