Hopefully, when B&D takes over, they'll improve Sears Customer Service while they're at it. I had an experience recently that suggests they need to work on it.
I own a 1/2" drive Sears torque wrench that I've had for quite a few years. The the collar or ring that locks the handle was plastic rather than metal, (a perfect example of
bean counter driven cost saving) which resulted in a broken ring not long (but out of warranty) after I bought it. (Lifetime warranty only applies to hand tools.)
So, I just ignored it and used it without locking my settings.
Recently I though I would get it fixed and have it calibrated at the same time since it's never been done. Due to it's age, I wasn't sure if they could fix it, but I
thought I'd give it a try. So, torque wrench in hand, I trotted down to the Sears Service Center in Portland, to discover that it's gone, replaced by an auto parts store.
I called Sears Customer Service from the car to find out what the next step would be. After trolling through the usual menus and having a chat with the nice computer
generated voice, I got through to Human #1, who had no idea how to service the wrench. I was transferred to another number, where I went through the same routine
until I spoke with Human #2, who also didn't know the answer. I was then transferred to another number, where Human #3 confidently informed me that my local
Sears store could help me out. Called the store and was transferred to the tool department. where I was told that they had no idea how to get my wrench serviced,
but indicated that they could not help. Suggested calling Customer Service. So I did, again, and got through to someone else, that informed me that the tool departments
definitely could help me out. Suggested calling a different store, which I did. The tool department guy at the second store told me that there is no service or repair
available for tools outside the warranty period. If it's in warranty, they replace it. Out of warranty, they'll be happy to sell you a new one. The fact that it's too old to
repair doesn't completely surprise me, but it took talking with 6 people to get the answer.
What are the chances I'll buy another torque wrench, 0r anything else from Sears in the future?