Complaint Review: Sears

Sears has sold me a Craftsman lawnmower for around $150.00. The crankshaft on this 'well built' machine bent the first dog bone it hit. Sears tells me that a bent crankshaft is customer abuse. I expect a Craftsman lawnmower to be able to handle the occasional unplanned dog bone. I complianed to Sears and after much frustration was about to give up and begin shouting at the mountain top to stay away from Sears! It is important to note that Sears wanted $138.00 to repair the lawnmower and that a majority of that cost was labor.

I received an automated phone call saying that my lawnmower was repaired and there would be no payment due because it had been repaired under warranty. I had been hung up on, passed off, and in general treated like an idiot for so long with Sears that wanted to make sure the situation was truely resolved before I showed up to pick-up my lawnmower. So I called the Customer Service 1-800 #, the representative laughed with me about not trusting the automated phone call/meesages, I explained the ordeal and she put me on hold. When she returned she said "good news, they decided to fix it and it is ready to be picked up."

I picked up the lawnmower and the rep at the repair center even re attached my spark plug and adviced me on the oil to buy to refill the mower after they drained it. My husband was out of the country and a local boy was doing the yard so my husband and I only recently went to use the mower. IT DOES NOT WORK! I called Sears and they say that the phone call to the Customer Service # did not occur! No one has any idea why I would be so crazy as to think they fixed it....it isn't covered under warranty it is customer abuse so why would we have?..

DO NOT trust Sears to do the right thing, or even communicate amongst themselves. I clearly do not matter. The staff have been rude 80% of the time. I will not forget this and I will tell everyone I know. Thank you.

Michelle
San Diego, California