"Dr Doom" wrote in message
...

problem: lawn mower under warranty, throttle cable
retaining pin to handle snaps.

simple swap out of cable assembly 5 minute job.

sears response: you have to bring in the ENTIRE mower,
and we'll ship it out so they can swap
out the cable.

my response: listen to me, i'm trying to save you time &
money, just order the cable !

sears: sorry, can't do that, it would void the warranty.


so we escalate it to the "lead" , who says it's their "policy"
to send out all warranty repairs.

now this is a "parts & repair" store mind you (the one in
Lakewood, NJ - in case anyone wants to know).

the moron brigade is well represented at that store !

i'll just steel epoxy the cable myself and save the 3 weeks
it would take to ship out the mower, wait for mower, pick up
mower (all because of a simple cable that can be changed in 5
minutes), but since they can't think out of the box, i'll do
the job myself.

common sense among "customer service" nowadays is dead - but
i'm sure you all know that.



Not only Sears but other companies are doing it too. One little part broke
and they wanted the whole thing send back instead the broken part as proof
at customer's expense. Often times the shipment is more than the original
equipment cost so off to the junk pile or fix it at customer's expense. So
many warranties are just worthless. At least Sears pay for the shipment.