|Brent P supposed that Craftsman would have its engineers monitoring the
|quality. He assumed a couple things that my experience has shown me
|aren't true. 1. That Craftsman has engineers (or even staff people who
|actively use Craftsman tools). 2. That Craftsman regularly monitors
|Why do I think this? In November I was in the local OSH (Orchard
|Supply, a Sears Company) looking at end wrench sets for presents. The
|open ends on the Craftsman wrenches had very sharp flash inside at the
|bottom of the U, enough to cut you. I've never seen such a thing, even
|on cheap imports. I also noticed that the corners on the handles were
|quite square - altho they didn't have flash. So I didn't buy them.
|Instead, I brought the QC problem to the attention of Sears HQ in
|Illinois. When I called Illinois, I never found an engineer there. In
|the Craftsman department, there was just marketing people who never
|answer their phones. My experience voicing my concern with the
|executive complaint takers in Sear's presidents office was an
|eye-opener. I figured I would have an easier time explaining the
|significance of sharp flash on a wrench to a tool user. So I asked if
|anyone there used Craftsman tools. No one did, so I ended up talking to
|someone who just had to write down what I told her, word for word. And
|the junk product is still in the stores, 2-1/2 months later. I think
|the aforementioned lapse in quality will cost more than a billion
|dollars in value of the Craftsman name.
Sears owns (at least until recently) the NTB chain. I had a problem with a
broken wheel cap after having some tires installed, manager would not take
responsibility. I never was able to find ANY way to contact higher management -
no website, no addresses posted anywhere in the stores. I also looked for Sears
sites, thinking I'd find some corporate contact there, to no avail. I even
asked another manager, and he deflected that inquiry by resolving the issue
himself, to my satisfaction.
But I did determine that Sears & NTB were not interested in customer input.
So I spend little of my money at Sears, and absolutely zero at NTB.
Rex in Fort Worth