Customer Service Success Story

Isn't that becoming an oxy moron? Seems like it doesn't happen much anymore.  In my experience warranties only cover things that don't happen and never cover things that do happen. 

Our snowblower broke down just before Thanksgiving.   Before leaving town for the Thanksgiving festivities we ran it down to the Sears store where we purchased it just under 2 years before.  We knew there was a 2 year warranty, but we had no idea if it would be covered and to be honest I didn't have a lot of hope.  In my mind warranties were only if the sticker decals fell off and never covered anything beyond that.  We waited weeks for a diagnosis.  I was sure that as soon as they figured out what was wrong they were going to tell us it was several hundred dollars to fix, but the diagnosis phone call never came.  Instead we got a message on our voice mail, "Hi, we're waiting for the new engine to come so the pick up date is going to have to be pushed back until Dec 23rd"  When I heard the message I called Adam, "Did you give them the go ahead to get an engine? How much is this going to cost?" He said he hadn't even talked to anyone and it was news to him.  A few days later we got another phone call, "Yeah, we weren't able to get the parts in to fix it so you can just come in and get a new snowblower."  Really? That's it? Just come in and get a new one? No hassling, no probing questions? Adam went down to the Sears store and because the model we had previously was discontinued they gave us a bigger, nicer one.  We were both kind of in shock.  Adam said he saw the price on the snowblower we got--$999.00.  Wow.  Our old one was a really nice one, but it wasn't a thousand bucks.  Once the new snowblower was in the garage I immediately went to my computer and updated my facebook status (something I never do) to read, "A big shout-out to Sears!" explaining the story.  Any company that stands behind their warranties like that deserves some positive press!  Thank you Sears.  You just got my business for years to come.

How did Adam survive the month without our snowblower?

Yes, he is in shorts.  In his defense he had just gotten back from morning basketball, but still, shorts?!?  Fortunately we didn't have too many big snowstorms this last month so it wasn't too bad.