JIMMIE wrote in message
...
[snip]
I had broken a new shovel and taken it back for
replacement, turned aound and broke the handle
on it again that same day. The lady who runs that
department came out to see if I was abusing the tool.
She inspected the tool and said it wsa a manufactues
defect, the grain in the handle was going the wrong
way. Then she inspected every wood handled shovel
there and took them off the shelf because they all had
the same defect. She also gave me a fiberglass handled
shovel at no extra charge. Thats what I call good service.

Which is why I continue to purchase Craftsman tools. My similar experience
was with the gravel rake. I purchased the lighter-weight model because I was
going to be using it across a large cross-section of my plot. The few extra
ounces the fiberglass model had caused me to set it back on the shelf. I
purchased the wooden handled rake brought it home and within an hour, the
rake head had pulled itself free of the handle. I went back to the tool
area, exchanged the tool only to repeat the process. The dept manager came
out, looked at the tool, went to the remaining rakes, and pulled a rake head
out by hand, clucked and handed me the fiberglass model for my
inconvenience. It was not only more expensive, it's seen nine years of solid
service.

I'm glad to hear that Sear's VP is letting some uninformed associates (and
hopefully their supervisors) know that customer service is more important
than they seem to think.

The Ranger