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Craftsman Tools Lifetime Guarantee
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<blockquote data-quote="Rich Stern" data-source="post: 580647" data-attributes="member: 52580"><p>TJR, no, I don't. I can't stand behind such a policy under every imaginable circumstance, so I can't make that offer. However, whenever possible, I do behave that way. I tell my customers I'll work hard to meet their needs. And I do.</p><p></p><p></p><p></p><p>I have been in situations where a customer was being unreasonable. For example, a software malfunction being blamed on code I wrote, but it wasn't failing due to my code. I spent considerable time and money proving that the problem was an overheating/defective CPU and that no change in my code could prevent the malfunction. The customer was embarrassed when the proof was evident; never got an "I'm sorry for treating you like dirt" or "thanks for going the extra mile for us." Oh, well.</p><p></p><p></p><p></p><p>Scott, Ed is entitled to what he negotiates. The irresponsible behavior is by Sears, for marketing a product with a policy that is unsustainable. Sears knows they can't afford that policy in the current climate, yet they aren't willing to forego the marketing value of the claim. So, they are doing the backdoor thing...starting to deny benefits to customers that they bound themselves to deliver.</p></blockquote><p></p>
[QUOTE="Rich Stern, post: 580647, member: 52580"] TJR, no, I don't. I can't stand behind such a policy under every imaginable circumstance, so I can't make that offer. However, whenever possible, I do behave that way. I tell my customers I'll work hard to meet their needs. And I do. I have been in situations where a customer was being unreasonable. For example, a software malfunction being blamed on code I wrote, but it wasn't failing due to my code. I spent considerable time and money proving that the problem was an overheating/defective CPU and that no change in my code could prevent the malfunction. The customer was embarrassed when the proof was evident; never got an "I'm sorry for treating you like dirt" or "thanks for going the extra mile for us." Oh, well. Scott, Ed is entitled to what he negotiates. The irresponsible behavior is by Sears, for marketing a product with a policy that is unsustainable. Sears knows they can't afford that policy in the current climate, yet they aren't willing to forego the marketing value of the claim. So, they are doing the backdoor thing...starting to deny benefits to customers that they bound themselves to deliver. [/QUOTE]
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