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Posted by David Sherman on Friday, December 07, 2007 at 22:16:53 :
In Reply to: Re: Good questions posted by Todd Wilson on Friday, December 07, 2007 at 20:54:27 :
They lost it when they twice refused to honor their warranty on "Craftsman" hand tools. The first was a broken tap wrench and the girl said the warranty only covers hand tools "like screwdrivers and pliers and things". The second time was a stripped out top-of-the-line socket ratchet and the guy told me I could take my pick of "rebuilt" ones from a draw full of lower-grade used units. In both cases I went up the line until I got a manager who would replace the broken tool with a new tool of the same kind, but after that kind of BS I decided that if I want a cheap tool, I'll go to Harbor Freight and if I want a good one I'll go to the Proto dealer. No sense in paying top dollar for a "lifetime warranty" that they clearly don't want to honor. REI did the same thing to me on a tent zipper, but that's another story. I won't buy anything from them any more either.
I have no sympathy for these big companies, even if they're "American" that give the finger to good customers when times are good and then go crying to the government for a bail-out when they get in trouble. Banks especially should realize that good customer service is all they have. It's not like the money Citibank lends is any better money than what Moneytree lends. It all spends just the same, whether it's a home loan or a credit card.