I purchased a craftsman power washer last year (Spring 2009). It was purchased at the Sears in York PA, in the Galleria Mall.
Upon initial use, after about 10 minutes, the engine siezed up and would not restart. I couldn't even pull the crank cord. So, I contacted my local store, to find out what I needed to do to return this item. They told me to drain ALL fluids, engine oil and gas, from the power washer and return it to the store or they would NOT accept the item for repair as it could not be transported with any hazardous / flammable fluids in it. So, that's what I did.
We left it set for a while being busy and not being able to actually get to the store. Finally I took it back into the store to get it fixed. Today I recieve a phone call from the repair center in Odenton MD stating that because there was no fluids in the item, they would not honor thier repair policy!
Now, point # 1: I removed the fluid at SEARS instructions.
Naturally I was upset and find this answer unacceptable. So, I was told that they would have a manager call me back.
Point #2: What kind of business practice is it that a manager cannot respond to a consumer complaint at the time of the complaint?
So next, being upset that I was being told I would have to wait for a manager to speak to me when THEY could, I called the store and spoke to Fred in lawn and garden. I asked "Fred" to speak to a manager. I was told that they were really busy and they didn't have a lot of people there so he needed to know what it was in regard to.
Point #3: Again, lack of managers on duty? Or could it be that they simply are instructed to give customers the run around when consumer complaints are filed?
Not only was he rude, his tone was condescending and he told me that "we don't as a rule tell people to drain the oil".
Point #4: Sears representatives just called a consumer a liar to cover thier own liability. I know what I was told, and in fact was uncomfortable even draining these fluids.
So, being dissatisfied with the rude treatment I was given, I contacted the national customer relations line and spoke briefly to Katy, who then transferred me to "Customer Solutions", where I spoke to Alician, who then transferred me to another department (1800-479-6351) where I spoke to Joanna. Joanna advised me to again call the repair center in Odenton and ask to speak directly to a manager. So I did. The representative on the phone did not act like she wanted to transfer me to a manager at all, and begrudgingly placed me on hold and put me right into the "manager's" voice mail box.
Point #5: Consumer trying to get to the bottom of the issue is placed on transfer hell. I think they do this so that the consumer will get frustrated and give up the complaint. I am not one to do that.
This type of lunacy is unacceptable. If this is not resolved, I will NEVER shop at either Sears or K-Mart (who sears owns) again. Sears is quick to take your money, and slow to honor thier obligations.
I went online and found several ratings for this power washer. MANY of the ratings indicate sudden engine seizure, and lack of Sears honoring thier warranty/replacement policy and then blaming it on the purchaser.
It's no wonder Sears no longer has the reputation it used to have. This is what happens when you cease caring about the quality of service you provide your customers.
I am NOT satisfied at all with my Sears experience.
If I have to, I will have the pressure washer returned to me and sit outside of thier store with a big sign that says "DO NOT BUY SEARS PRODUCTS, THEY DO NOT HONOR WARRANTIES".
Think I won't?
Sears, this is your chance to make this situation right.
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