One year and one month ago, I purchased a combo with 18V cordless drill and trim saw, and with it purchased an agreement from Sears that if anything happened to them within 2 years, they would be replaced at no cost.
My drill is giving me variable speeds anymore, and after talking to the general manager of the Patchogue store, he says the combo is discontinued, so all he can do is to give me a cash refund for the Sale price I paid a year ago.
I advised him I didn’t purchase a promise from Sears to give me my money back, rather to have my items “Replaced.” I advised the manager that good business practice would be to give me a seperately boxed cordless drill and trim saw with matching battery packs so that I could use one battery while one is charging, just as I had been in the past year. If, consiquently, this costs the store more money than what I had paid, so be it; they collect money left and right for warranties, for which a low percentage of people cash in on.
Finally, after speaking to 9 different customer relations departments, my answer is Sears will not do anything to satisfy this customer who has spent alot of money in their store.
Why not take the money back? The amount of money I purchased for the combo a year ago, would not be enough to purchase a new drill and saw. I purchased a PROMISE from Sears that if anything happened to my Craftsmen tools, I would have no worry, just new equipment. Doesn’t seem to have happened that way!
I have filed a complaint with the Better Business Bureau, and the District Manager for the store was sent an email, I haven’t heard from either. Doesn’t sound legal to me!
Holtsville, New York