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11-16-04 Nita I can sympathize with your trouble with Sears .Been there done that. The next time (or any time) you have trouble with any product, don't bother to call the number given when you bought the product. When you have trouble call the headquarters and ask to talk to the store manager, or the president of the company. I guarantee this will get their attention. When you call the number given you at first, you will get a complaint clerk, usually one who has been working there only a short time. They don't want to let you talk to the big boss. George Wilson
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Returned to the local Sears store! 07-02-03 (ten weeks after the first entry on this page) July 2nd was about the date of return. Randy had me call the store and tell them that he was coming. That way I could let him know that "since it's been so long since the purchase, they would have to call in a manager to okay the refund." I explained about waiting and calling and waiting. I explained about using the unit without the shield and how painful and dangerous it was. We were told over and over again how the package was definitely in the mail. The manufacture is indeed in Mexico but seven months is certainly enough time to get a package shipped from anywhere on the planet. I am glad the ordeal is over. Of course, we bought a replacement long ago but it sure wasn't craftsman and we'll never again buy anything from Sears. A custom nut and bolt shop could not make anything to fit because of the extremely odd threads. Best bet is that they put the unit back on the shelf to see who'd buy it next.
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Sears just ran out of extra chances by Nita Holstine The day after we bought the Sears Craftsman brushwacker, I realized it did not come with the packet of nuts and bolts. I could use the unit with the line trimmer but with no shield. Ouch! And a lousy trimmer it is; long pieces of grass do no more than wind themselves around the spool. The instruction booklet gave a phone number to call for info and help. The first call was on January 3, 2003. It is now May 5, 2003 and we are still waiting. A week ago, I made our last call to the customer service number to ask for assistance. Most assuredly, the gentleman told me that we would receive the package in 7 to 10 days. It has now been a full week. Randy even went to a specialty shop and asked if they could make the nut to hold the cutting blade in place. He was told that they'd never seen such a thing and that they could not create such an item. No such a thing existed. What if we ever lost the one we did get (supposing we ever do) and we'd, what wait another 4 or 5 months? Why not take it back and get another one? Now, we will have to just take the refund rather than have them open the next box to see if the pieces are included. Why? Because we've already bought another one to use. It's better in all ways except for one, the type of cutting blade. Other than that, we'd never even consider keeping the Craftsman or care that Sears is laughing at us. One of the many times I called, a lady told me that the manufacture was in Mexico and that delivery could take a LONG, Long, Long time. Well, it's been long enough. I just don't think they ever invented a bolt to fit. I have too often seen where the larger nuts and bolts wouldn't fit together and the user was left to find pieces that would fit and work properly. Sears can no longer appease the unhappy customer since they have lost touch completely with their manufacturers. Maybe they don't speak the right language. Sears has definitely lost all of our future business.
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