- Report: #330971
Complaint Review: Sears-kmart - Rome Georgia
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Sears-kmart
Hicks Dr Rome Ga 30161(kmart) Martha Berry Hwy Rome Ga 30165 (sears) Rome, 30161 Georgia, U.S.A.
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Sears Sears-kmart Craftsman lawnmower purchased at kamart under warranty sears refuses to fix!!! Rome Georgia
I purchased a craftsman lawnmower from kmart may 2007 by september 2007 it stopped working. Lucky for me we purchased the extended warranty from kmart. So i took out my trusty reciept and called the 1800 number listed. They were extreamly nice and explained that craftsman had a 24 months parts and labor and that the kmart warranty would not kick in untill after that one ended, ok no big deal. They even put me on hold and transfered me over to well sears since they are the manufacture of craftsman. Ok they told me to take it to my closest sears and that they would send it off it would take about a week to fix and i would have my lawnmower back. Good enough right, wrong. I took it into my local sears. They informed me they could not fix it because it was a "kmart product". "HUH???" I am confused at this point so i go home, and get back on the phone well just to let you know that i have been going around and around in this same loop even tried to take the lawnmower back to kmart but it was past the 90 days from purchase. Last week i had the last straw 8 months from the day this started. I was on the phone once again because we thought we had this all worked out but unfortunately we did not. My husband decided to call the store to make sure that the rep had put it in the computer like he said he would. The assistant store manager stated she had to look into this and would call us back. Ok i have the sears warranty service on the home phone and the sears store assistant manager calls me back and states"ive just talked with the store manager and you will need to call kmart we dont fix kmart appliances" again i am dumbfounded. I explained that to the rep that i was with on the home phone in the warranty department obviously in a call center she said she had never heard that and wanted to check into it. Ok well after about a 10 min hold wich i didnt mind she comes back and states "NO, If the product is a product soley made by sears we warranty it." So i am still stuck with a bum lawnmower that no one will fix and is under warranty!!!! I am totally fed up. I emailed and called sears corprate offices to no avail. I highly advise anyone not to purchase anything from kmart that is made by or serviced by sears.
Amanda
rome, Georgia
U.S.A.
Amanda
rome, Georgia
U.S.A.
2 Updates & Rebuttals
Jim
Aberdeen,Washington,
U.S.A.
Need to clear up some confusion
#2UPDATE Employee
Sun, March 08, 2009
First point of confusion has to be the misunderstanding that Sears makes Craftsman ANYTHING. Sears is a retailer that sells Craftsman products. Craftsman lawnmowers are manufactured by Husqvarna Outdoor Products, just like many other lawnmowers. The second bit of confusion would be, it seems, on the part of the manager you spoke with. Sears Repair will work on any product, whether Sears ever sold it or not. The cost of the repair would depend on the coverage. If you bought, as you stated, an extended warranty, then the terms of the manufacturer's warranty are extended for a longer period of time. This would follow with what you said about such coverage beginning at the end of the manufacturer's warranty. If, however, you had purchased your Craftsman from Sears and gotten the Repair Protection Agreement, any wear out under normal conditions would be covered. I'd suggest that you read the terms of the contract you purchased from KMart, just like I urge my customers who buy the contract I offer at Sears.
John
Califon,New Jersey,
U.S.A.
If you could...
#3Consumer Comment
Wed, May 07, 2008
please post the model and serial number off the white or silver tag that is on the mower itself. Maybe you could get pointed in a better direction for a resolution.
