I borrowed a van to take my lawn mower to the Sears store 832 Dacula, Rd, Dacula, GA for repair on 3 Feb 2013. The drive control cable came loose. They told me it had to be sent out and it would take about 4 weeks. I borrowed a van again to pick up my mower on 6 Mar, 2013 and used the mower for the first time on 16 Mar 2013. After about 30 minutes of operation, the cable that was repaired broke. I called the store and told the manager about the problem and that I had no way to get it back to the store. He said he could send someone to pick it up but it would cost me $40.00. I told him I should not have to pay for the pick-up. He said his store was not responsible for the repair and that he could not send someone out without a $40 charge. He also said that I should call the repair facility or another store if I did not wish to pay $40.
I did not take my mower to the repair facility for repair; I took it to Sears and the idea that Sears has no responsibility for the repair makes no sense. The attitude of the store manager that I spoke to was insulting.
I then sent an e-mail to Sears Customer Relations. I received an e-mail in return asking me to call their 1-800 number. After talking to two representatives, I was told that they had no control over the Sears store and they could put me in contact with the store manager; the same one I talked to originally.
I have been a customer of Sears for over 40 years. Although customer service has deteriorated over the years, this is a new low. I should not have to pay anything to get my mower repaired again. I expect the store to pick it up get it repaired and return it to me. The $40 is insignificant; it's a matter of principle.
Product or Service Mentioned: Sears Repair.
Monetary Loss: $40.