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Tool Talk Discussion Forum

Sears--replacement of defective flashight

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NTP

01-11-2008 15:59:27

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I read on this board about people comlaining about poor service on getting defective tools replaced at Sears. I have a ton of Craftsman tools (wife used to work at Sears and got a discount) and have never had a problem getting a replacement for a defective tool. (only have had a few over the years)Today I had to return a 6 or 7 year old Cfaftsman flashlight that would work only part time, usually not when you needed it. The salesperson I handed it to looked at it and said they do not carry that particular one any more, and proceed to walk over to the flashlight display and pulled a $34.99 three battery LED light off the pegboard and asked if I woult take it as a substitute. Naturally, I didn't argue, I gladly took it. I still buy a lot of Craftsman tools, but they have to be on sale.

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ChrisB

01-12-2008 21:13:24

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Re: WHAT do you think all the free replacements... in reply to NTP, 01-11-2008 15:59:27

mad farmer said:

I know EVERYBODY that will trade a craftsman set for a Snap-on. You know anybody to trade a Crapsman for a Snap-on???

Snap-On truck dealers are independent contractors that are financed by Snap-On with pretty tight credit limit.

When a dealer has to replace a tool under warranty, it comes out of his stock/balance/credit limit that he has to pay interest on until Snap-On reimburses him for it (usually 30 days). So what incentive does he have to replace it? If you are not spending good money with him, highly unlikely he will ever stop by.

So in essence a Snap-On tool set gifted to someone that is not buying $3k of tools a year is without warranty.

I would prefer having a Craftsman break twice as often an getting a new tool twice, then a Snap-On once and getting nothing.

Good friend of mine returned a Snap-On torque wrench once. Dealer took 3 months to get him a new one. In the mean time same dealer sold the exact same wrench to a friend of his next town over (meaning he had one on the truck). My good friend was older and pretty much had all the tools he needed, the other fellow was young and buying up a storm.

Snap-On did themselves harm when they changed the way the dealers operate 8 or 10 years ago.

PS Ask your Snap-On dealer to warranty a wrench you bought off Ebay; you will never see him again.

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john *.?-!.* cub owner

01-12-2008 19:30:36

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

Just remember to pay attention, Craftsman hand tools have a lifetime warranty, Sears hand tools do not.

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HuskerMedic

01-12-2008 17:27:17

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

Mom and dad bought me a nice set of Craftsman tools the Christmas after I turned 16. Still have most of them; have only had to warranty a ratchet a time or two, and received a rebuild kit for it.

That being said, a few years back, I walked into the locally owned franchise store in the town I was living in at the time. Asked the high school age girl behind the counter for some 3/8" drive, metric deep well sockets. She promptly handed me a catalog, said they didn't carry it and would have to order it. I needed them for a project I was working on that day.

I walked out of the store, and drove over to the local Ace Hardware Store. They had what I needed, on the shelf, in the store brand. One more socket in the set, included the rail, at a better price. Fit and finish is just as good as any of my Craftsman stuff; also has a lifetime warranty (although I haven't had to use it). Care to guess where I've subsequently purchased all my hand tools since?

On a side note, in my younger days I worked as a clerk in a hardware store that carried S-K brand tools. It was nearly impossible to get any S-K stuff warrantied; the sales rep we had for them would always find some nitpicky reason why the item couldn't be warrantied.

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ChrisB

01-12-2008 17:17:38

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Re: WHAT do you think all the free replacements... in reply to NTP, 01-11-2008 15:59:27

Not sure why anyone would not return a tool because it would drive up the price of new tools????

When you originally purchased the tool you already paid that premium.
If you have auto-accident that costs $5k do you pay it out of pocket thinking that you will not drive up premiums?????

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Dave Sherburne NY

01-12-2008 10:45:48

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

I bought a 3/8 drive ratchet from them, and it was
a little stiff, wouldn't ratchet at easy as I liked
took it back, and the guy said take your pick from
the wall, and I found one that worked easy enough
for my tastes.

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Eddie in MI

01-12-2008 07:16:48

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

There is a lot of Craftsman bashing going on out on other forums... but, for my needs, I cannot say enough about the Craftsman Professional line. Their full polish wrenches, especially. I can put them next to my Snap On wrenches, or Matcos for that matter and have a hell of a hard time telling the difference. For the price, the Cman Pros cannot be beat!

Never had a problem with Craftsman warranty... although I rarely break their tools....

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John Niolon

01-12-2008 05:05:47

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sears pricing in reply to NTP, 01-11-2008 15:59:27

an interesting topic on price of sears tools. This week I needed some flex head gear-wrenches. I"m started doing a little millwright work and quickly realized the advantage of the flex head design..

Sears had a 7 piece set of "Gear Wrench" brand SAE wrenches. Regularly 89.95 on sale for 20 bucks off---69.95 so I bought them.

Went through Lowes that afternoon and the same set but included an adapter and a pack of screwdriver bits was 39.95 regular price... bought those too !!! then took the Sears set in for a refund.

The tool lady at Sears asked why I was returning them unused ?? I told her the price difference. She just shook her head and said "We hear that a lot"

My advice is just watch your prices on national brands you buy at Sears.

john

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charles(mo)

01-12-2008 01:49:32

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

I found a broken 1/2 drive Craftsman ratchet along the highway where I was working a few months ago. Took it into Sears and they gave me a new one, no questions asked.

As far as driving the price up on new tools because of their warrenty, I don't beleive it. Because of that warrenty they have developed customer loyalty. And what does that mean? Answer more sales

I have had Craftsman tools my whole life. Because they are a good product for the money and they come with a lifetime warrenty. And because of those 2 factors, I am somewhat loyal to Craftsman. I have only had Sears replace 3 wrenches in 35 years. I don't knoow if that is average for all Craftsman owners, probably below average since I don't turn wrenches for a living. So I imagine that Sears is ahead of the game with me.

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mad farmer

01-12-2008 04:18:41

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Re: Sears--replacement of defective flashight in reply to charles(mo), 01-12-2008 01:49:32

I tried this with a 1/2 drive rachet I purchased and the Rube at Sears tried to pawn off a rebuild kit on me. I said what about the unconditional warranty? Nope here is a rebuild kit.

I came back during the "national hardware day" and again approached the Rube. This time screaming loudly "You mean the warranty on this craftsman hand tool is WORTHLESS!!!!" Customers buying high end items throughout the hardware section looking on in disbelief..... ....

Rube said be quiet I'm going to get you a new one.....

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charles(mo)

01-12-2008 19:09:59

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Re: Sears--replacement of defective flashight in reply to mad farmer, 01-12-2008 04:18:41

Hey Mad Farmer, Maybe you have to pick the right time to go to Sears to get a replacement. When I went in to replace the 1/2 drive ratchet that I found, it was 3 days before Christmas. The sales people were wore out. They didn't even blink, just ponied up and gave me a new ratchet.

All kidding aside tho, you are right, they should honor their the warranty amd give you a new replacement.

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boda

01-12-2008 10:09:33

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Re: Sears--replacement of defective flashight in reply to mad farmer, 01-12-2008 04:18:41

I don't understand what you mean by "pawn off" a rebuild kit. I have had this done by both Sears and the local SK dealer. They are fixing what is broken, whats the problem? If there is nothing wrong with the ratchet body, and they are giving you a kit to replace the broken tooth on the gear, I don't see any need to be a pr!ck about it. IMHO

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mad farmer

01-12-2008 18:48:02

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Re: Sears--replacement of defective flashight in reply to boda, 01-12-2008 10:09:33

Do you understand unconditional warranty? New or replacement NOW when you return it, NOT here is a fix it kit to install yourself/on your time.

Snap-on NEVER pulled this BS on me. No BAD experience with MAC yet either.....

P.S. the rubes at Sears know as much about tools as I do about Ballet.....

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Jim(Oh)

01-13-2008 07:46:25

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Re: Sears--replacement of defective flashight in reply to mad farmer, 01-12-2008 18:48:02

To the best of my knowledge all the major mobile tool companies (Snap-on, Mac and Matco) all have rebuild kits for their respective ratchets. If all the moving parts are being replaced, I don't understand what your problem is.

Jim

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don t-9n180179

01-13-2008 02:56:23

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Re: Sears--replacement of defective flashight in reply to mad farmer, 01-12-2008 18:48:02

In my experiences w/Sears, next time bypass the kid at the counter and ask for a manager. They will give you one in the package right off the shelf, just the way you bought it, w/o any hassle.

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mad farmer

01-12-2008 18:51:22

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Re: Sears--replacement of defective flashight in reply to mad farmer, 01-12-2008 18:48:02

I guess I won't buy SK either.....

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Goose

01-11-2008 19:32:54

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

A few months ago, Sears replaced a 21 year old 1/4 drive inch rachet that came apart, no questions asked.

I tried again the next day with a 25 year old air file that was just flat wore out. I was advised the lifetime warranty applied only to hand tools. Oh well, you never know till you try.

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john *.?-!.* cub owner

01-11-2008 19:08:37

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

How hard it is to get them replaced depends on the local store. Some of them are quite helpful, and some will hardly do anything.

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railhead

01-11-2008 18:31:37

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

I have also took a few in and have never had any problem (all hand tools). Some, I bought at yard or farm sales and could have been ancient. Never had a problem. As far as I am concerned they are as good as any that have been manufactured and their replacement policy is better than anyone else. Try taking one back to snaap-on and you will find a guy that does not want to do the paperwork to get his money back for the tool he is about to give you.

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LenND

01-11-2008 18:23:34

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

It more than likely raises the price of the new stuff but I would rather pay a few dollard more for a guarranteed tool and get anew one when needed than have to buy a whole new cheaper tool for a couple dollars less. Then throw it in the trash can when it breaks. My 2 c.

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NTP

01-11-2008 18:08:30

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

This particular Craftsman flashlight came with a lifetime satisfaction guarantee. As far as returning defective tools back to Sears and how it affects tool prices, I am quite sure Sears did their homework on this and have a pretty good idea of a tools failure/return rate, and that is taken into account when establishing their selling price. I for one will buy Craftsman tools for two reasons, one they sell tools that feel good in the hands and they do the job they were designed to do, and two, they have enough confidence in their tools to back them up with their guarantee. If you are satisfied with junk, frequent Homier and some of the other fly by night orginazations.

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Bob

01-11-2008 18:18:17

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 18:08:30

I have quite a few Craftsman tools, and have NEVER returned one for warranty. The odd wrench that has ever failed was because of abuse (by me), and I don't consider that the seller's fault.

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Ted in NE OH

01-11-2008 17:23:51

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Re: Sears--replacement of defective flashight in reply to NTP, 01-11-2008 15:59:27

I am suprized that they did that as the guarentee is for hand tools.

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LenND

01-11-2008 18:26:42

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Re: Sears--replacement of defective flashight in reply to Ted in NE OH, 01-11-2008 17:23:51

They maybe consider a flashlight a tool. Because all the trades use them--plumbers, electricians and so on.

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Bob

01-11-2008 17:17:02

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WHAT do you think all the free replacements... in reply to NTP, 01-11-2008 15:59:27

WHAT do you think all the free replacements do to the cost of buying the tools in the first place?

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Eddie in MI

01-12-2008 07:18:03

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Re: WHAT do you think all the free replacements... in reply to Bob, 01-11-2008 17:17:02

You have to remember that when buying Craftsman or Snap On or MAC tools or any of the other major brands, you are not only buying the tool, but you are also buying the warranty. Great service is worth the price to me.

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mad farmer

01-12-2008 20:03:51

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Re: WHAT do you think all the free replacements... in reply to Eddie in MI, 01-12-2008 07:18:03

YES!!! 2X or #3X the price means when the Snap-on man looks at it I get a new one.

When I go to SEARS I get BS.... and more BS. By the time I'm back home from SEARS, the Snap-on tool has paid for iteslf, TWICE!!!

And it fits my hand and bolts much better....

I know EVERYBODY that will trade a craftsman set for a Snap-on. You know anybody to trade a Crapsman for a Snap-on???

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ldj

01-12-2008 15:23:29

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Re: WHAT do you think all the free replacements... in reply to Eddie in MI, 01-12-2008 07:18:03

Like Goose I returned a 1/4" drive socket about a year ago but it was 40 years old. Like Goose, no questions ask. You know that new ratchet isn't near as good as the old one. Can't turn it as good in tight space, it takes more swing to ratchet. It also won't ratchet on a nut that is loosened a little but still to tight to turn with fingers,ie. you have to hold the socket for it to ratchet else it will turn the nut.

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