I bought a Craftsman garage door opener from Sears, in part because it had a 3 year parts warranty which I figured a reputable place like Sears would honor. Looks like I was wrong.
I was having an intermittent issue with the sensors where the garage door would randomly not close because the sensors were detecting a blockage when nothing was there. This was just a nuisance, but I was getting tired of it, so 4 months after buying it I called in to get replacement sensors under warranty. I explained the issue to the service rep over the phone, who admitted it was likely the sensors being the issue, but that I would be required to have a technician come to my house to "diagnose" the issue. The service call would be $75, even though the sensors themselves are only $40 (and would be covered if found defective).
I explained that there isn't much to troubleshoot; the sensors either have their LEDs on solid (which they do), or they don't; it's not an installation issue, especially since most of the time they work. I asked if I could remove the sensors and bring them to a Sears store for parts replacement (since there is a 3 year warranty on parts, not labor, which I understand, but I am not asking for free labor, just a replacement part). He stated this could not be done. I don't understand how Sears can state there's a 3 year parts warranty but refuse to honor replacing a defective part at no charge (I do not need or want their service visit).
This seems fraudulent to me; I have never heard of a part covered under warranty being refused to be exchanged for a new part even if I did the labor of bringing the part to them. I will report this to the FTC and state consumer commission if this cannot be resolved.
Product or Service Mentioned: Sears Installation.
Monetary Loss: $40.