Craftsman Hand Tool Guarantee

[Travelover]

Forgive me if this has been covered elsewhere, but I returned some screwdrivers today to Sears and got the run around about honoring the unconditional, no questions asked warranty. I talked my way up to the assistant manager of the store by showing them the actual guarantee, which I had just printed off the web. They claimed the warranty is no longer in effect at the stores. I also noted in the tool catalog at the check out desk that it no longer touts the lifetime warranty.

They did finally honor the warranty, but probably just to make me go away.

 

[VA_Joe]

Do the screwdrivers say "craftsman" or only "sears". The lifetime guarantee is only for the "craftsman" branded hand tools.

BTW - the stores are making life much more difficult for customers (been getting tougher over the last several years). When a replacement tool is only available as part of larger set - getting them to break up the set to replace a single broken tool can be a rather painful experience.

Joe

 

[jsborn]

Our local Sears will take your broken tool and send it off and have a replacement sent to you. Most times it will take 3 to 4 weeks for the replacement to come in the mail. This kind of service is what we are allowing by continuing to buy from Sears I guess.

 

[laurencen]

Up here in Canada Sears are making it harder to exchange tools especially screwdrivers, the good old days have gone here, they allways give the third degree but eventually exchange them, the tool may not match the original as some product lines have changed, here the sets are still good value when on sale.

 

[crbr]

Sears is also on my list of "Forget You!" for this same reason.

I used to like their tools but now days, seems that Big Lot's has them beat...

 

[Travelover]

Do the screwdrivers say "craftsman" or only "sears". The lifetime guarantee is only for the "craftsman" branded hand tools.

Joe

They were Craftsman. I bought Craftsman instead of Companion for the warranty - which I thought was eternal.

 

[cp1969]

They have far too many returns to continue to offer a lifetime guarantee.

The only way for that to work is to make a tool that is very high quality and very rarely fails. Unfortunately, Sears, like almost every other company, has decided that the bottom line is better enhanced by cutting corners when the opposite is closer to the truth.

 

[Travelover]

Unfortunately, Sears, like almost every other company, has decided that the bottom line is better enhanced by cutting corners when the opposite is closer to the truth.

I had to laugh at one of their arguments for not honoring the guarantee - the shank of the screwdriver had rust. I pointed out that the problem was that the chrome plating was inferior.

 

[daveinmo]

I am suprised to hear that Sears is no longer honoring the lifetime guarantee in some stores. In the Columbia, MO store I recently exchanged a broken 1/2 drive breaker bar that I got on my 16th birthday, making it 50 years old (it was recently broken). It was so old the salesman noted that it didn't even have the part number on it. No questions were asked. If this is a trend, I may also buy tools elsewhere, although they do have some good products.

 

[DieselPower]

Hmm, I was in the Westminster, MD Sears last week and exchanged a broken hammer, tape measure, 2 screw drivers and a nail puller. All were exchanged no questions asked. Was in and out in about 2 minutes. I would like them to try that trick on me about not honoring the guarantee. I bet I would be on the phone with a class action lawsuit lawyer within the hour. Doesn't matter what the warrenty is on the "new" stuff they sell. The warrenty on the tools when I purchased them was lifetime, period.

 

[Bedlam]

The posting about the tools being less quality is right, in my opinion.
I haven't had too much trouble exchanging the tools at my local one. I did however have a ruler that wouldn't retract. She said it was still usable. As I flipped the end back and forth and then click the end snapped off. Now its returnable.
As far as I can see they should still be honoring the warranty.I sure wouldn't spend that kind of money for them today, as snap on etc has held to their word. However in my area I cant find them to buy from.
I feel, that the clerk, can sense a persons 'attitude' , You need to be firm when you return them let them know you are sincere, and know the law.
My local, doesn't just return you one out from the shelf, they exchange for a ratchet that in a 'rebuilt drawer'.
I find I have to have several ratchets now, I always have one or two ready for return. As the 'new' one always seems to be lesser quality, and snaps right away.
Oh one thing new with craftsman ratchets, if you compare the old with the new, you'll see that the small lever to reverse the thing 'hangs' over the edge. This is a good attempt for them to keep you from sliding a pipe over it, as when you do it slips it to a neutral position.
Of cource all you do is hold the pipe back from disengaging it. Or suffer scraped knuckles.

 

[MikePA]

I bet I would be on the phone with a class action lawsuit lawyer within the hour.

While I am sure you could find a lawyer to take the case, gaining class action status isn't as easy as many people think.

 

[n8wrl]

Sears is on the way out, IMHO. I used to be a big Sears fan but I have had several similar tool return experiences and I won't buy power tools from them. It only takes a few bad experiences and a few good ones elsewhere - not coming back. Especially now that Craftsman stuff is showing up in K-Mart - now that's just wrong!

-Brian

 

[Travelover]

One final note on this issue - the assistant manager confided to me that the employees went to a training session and were told what to say. They could not produce a copy of the Craftsman guarantee when asked, so I think many (most?) honestly don't know what the real guarantee is.

So be nice to the employees if you need to swap out tools, but be firm and bring a copy of the guarantee, just in case.

 

[weldingisfun]

Sears is on the way out, IMHO. I used to be a big Sears fan but I have had several similar tool return experiences and I won't buy power tools from them. It only takes a few bad experiences and a few good ones elsewhere - not coming back. Especially now that Craftsman stuff is showing up in K-Mart - now that's just wrong!

-Brian

Check out the Craftsman Catalog and you'll see that many of their power tools are IMPORTED! With the one exception, the Made in England, the other "Imported" are probably made in the same Chinese factories that build for HF, Grizzley and others.

 

[schmism]

Check out the Craftsman Catalog and you'll see that many of their power tools are IMPORTED!

Craftsman Guarantee/Warentee was/has always been ONLY hand tools.

Theres a reason they call them crapsman power tools!

Its been a while sence ive had to exchange a craftsman tool. Mostly because when it gets "serious" i reach for a "serious" tool (snap-on) havnt broke something from being stupid with it in quite some time.

 

[BillyP]

This might help.

Clarification: Craftsman Lifetime Warranty Doesn't Apply To Rusty Tools - Consumerist

 

[BillyP]

I just called Sears and asked if their was a Lifetime Guarantee on Craftsman hand tools and the answer was yes.

1-800-349-4358

 

[KubotainNH]

Hmm, a couple months ago I brought back a 3/8 inch ratchet that was slipping. No questions asked from the salesperson. They are getting cheesier though.

 

[Bird]

Check out the Craftsman Catalog and you'll see that many of their power tools are IMPORTED!

And where do you think Snap-On power tools are made? Of course, Ingersoll-Rand, Chicago Pneumatic, MAC, Matco, etc. are the same.