The Consumerist recently ran a string of posts discussing the troubles one person had in trying to exchanged rounded Craftsman sockets. Some of the replacement-denial excuses given by Sears associates conflicted with previously stated official policies, and one even seems to have been outright fabricated.
Brian, a lifelong Craftsman user, unsuccessfully tried to exchange nine rounded sockets that had slight surface rust. He was given the run-around at his local Sears and over the phone with customer service, all because of the cosmetic rust on the sockets.
Brian was ultimately able to exchange the sockets, but news of his situation led to a more significant outcome. David Figler, a Sears VP, is now looking into the issue and attempting to reduce the number of unjustified Craftsman warranty exchange denials.
It is well known that successfully exchanging a legitimately broken Craftsman tool sometimes depends on choosing the right Sears location. Maybe this will soon be a thing of the past.
You can read more about Brian’s story via the following Consumerist links, in chronological order:
Craftsman’s “Lifetime Warranty” Depends on Tool Associate’s Mood
Sears Can’t Get its Story Straight Regarding Rust and Craftsman Tools
Brian Manages to Replace his Rusty Craftsman Sockets at Sears
Sears Clarifies Craftsman Tool Warranty