I went to sears hardware in Quakertown, Pa. On January 10 to return some craftsman mechanics tools that failed to "give me complete satisfaction" as the warranty states. The people were quite rude and told me that the warranty is no longer in effect.
I asked when it had changed and the "lady" behind the counter informed me that it became void last year. I told them that I still have a copy of the full unlimited warranty on craftsman mechanics' tools that came with my 412 pc. Mechanics tool set No. 33641. The "gentleman" told me that I do not have such a warranty because it never existed, basically calling me a liar.
I have attempted to contact the district manager to no avail. I did however talk to the Easton, Pa. Sears Hardware store to a gentleman named Dustin. He told me that if I bring my tools to his store he would be happy to exchange them.
I appreciate that, but that is not the point. Why should I be required to drive 35 miles to do something the local Sears hardware should do as a matter of policy. I have spent thousands of dollars on craftsman tools over the years in addition to home appliances and other merchandise I consider my self as a loyal customer, however it seems that in this case loyaly is a one way street.
Just last week I exchanged approximately $150.00 worth of hand tools with no questions asked and at the same store, however I dealt with a different person who was helpful and polite, unlike the ones I encountered today.
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