Anyone ever successfully use the free extended warranty benefit from Discover?

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cbrsurfr

Golden Member
Jul 15, 2000
1,686
1
81
I bought a floor jack from Sears in Sept 2011. It was $349.99 + tax. I was tired of cheap jacks failing so I went "All out" on a new one.

A year and a half later the jack is useless. With a load on it, it requires 10x the pumps to get any lift out of it. So what used to take maybe 4 pumps max now takes 40 and only the last 20% of the range of the handle does anything. Fluid was changed and system was bled to no avail. Now I find many complaints about it failing at the 1-2 year mark.

I used my Discover card to pay for it and heard about their free doubling of the manu warranty up to 36 months. I opened a claim in March and have gotten nowhere with them.

The issue is they want a written estimate of repairs. This has been impossible because no one repairs these things. They get thrown out and replaced. Sears won't even look at it. They refuse to even let me talk to a claims adjuster. I've faxed info 3 times and had a half dozen calls with them. I even gave them the contact info for my local Sears repair center so they could verify that Sears won't touch it.

Their terms say I can buy a new one and provide evidence of this new purchase and credit my account, but I don't want to do so until they confirm that is the case. Otherwise I'm out another $300+ on a new jack.

I'm getting more and more frustrated with them. They even suggested I stop calling them and only email them for the "best service". Problem is they don't respond to emails and if they do it's a canned response asking me to fax everything that they've already got.

***************
Update:
Sears customer cares contacted me to take a look at this. They also discovered that no one would repair it / not worth it to get repaired. I was offered a gift card to put towards the replacement of my choice. I'm a bit surprised but very satisfied with the reponse from Sears.

***************

Cliffs:
Bought overpriced floor jack.
Broke outside of manu warranty.
Discover doubles the warranty.
Discover then makes it impossible to put a claim in on it and hopes that I give up.
Sears stepped in and offered a gift card to use towards a replacement.
 
Last edited:
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jaedaliu

Platinum Member
Feb 25, 2005
2,670
1
81
Are you sure nobody fixes them? There should be some kind of hydaulics guy near you.

I had a broken ipod that I used the extended warranty on (citicard) Apple doesn't fix them, they just replace with a refurb. So I had to find a local guy that would give me an invoice/receipt to get reimbursed.
 
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Pardus

Diamond Member
Jun 29, 2000
8,197
21
81
I tried once on a cell phone that fell into salt water, discover wanted me to send a copy of purchase receipt and proof from an authorized repair shop that the cell phone could not be fixed or the cost of fixing it.

It was a real hassle dealing them, the repair shop wanted $75 just to look at it and then tell me if it can or cannot be fixed.

Was easier to just buy a new phone.
 
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s0me0nesmind1

Lifer
Nov 8, 2012
20,842
4,785
146
There is only 1 thing I do use and will EVER use credit cards for.

Cash back. Thats it. All teh other stuff is flying bullshit.
 
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SearsCares

Junior Member
Jun 29, 2012
2
0
0
Dear cbrsurfr,

My name is Trent, I am a member of the Sears Cares Escalation Team. We saw your comment and wanted to reach out to you to offer our assistance. We apologize for any frustrations you have encountered with receiving assistance with your jack. We would like the opportunity to connect you with a dedicated case manager who will work with you to ensure your concerns with your warranty are addressed and this situation is resolved to your complete satisfaction. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (cbrsurfr), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Trent A.
Social Media Moderator
Sears Social Media Support
 
SunnyD

SunnyD

Belgian Waffler
Jan 2, 2001
32,675
146
106
www.neftastic.com
SearsCares said:
Dear cbrsurfr,

My name is Trent, I am a member of the Sears Cares Escalation Team. We saw your comment and wanted to reach out to you to offer our assistance. We apologize for any frustrations you have encountered with receiving assistance with your jack. We would like the opportunity to connect you with a dedicated case manager who will work with you to ensure your concerns with your warranty are addressed and this situation is resolved to your complete satisfaction. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (cbrsurfr), to smadvisor@searshc.com. We look forward to speaking with you.

Thank you,

Trent A.
Social Media Moderator
Sears Social Media Support
Click to expand...

Whoa. that was... random.

I guess Sears has bots that search for and flag forum posts and alerts their social media department or something?
 
Wyndru

Wyndru

Diamond Member
Apr 9, 2009
7,318
4
76
SunnyD said:
Whoa. that was... random.

I guess Sears has bots that search for and flag forum posts and alerts their social media department or something?
Click to expand...

I want to know what happened to Mike D...(from the 1st SearsCares post a year ago). They must share the account from employee to employee.
 
ultimatebob

ultimatebob

Lifer
Jul 1, 2001
25,134
2,450
126
SunnyD said:
Whoa. that was... random.

I guess Sears has bots that search for and flag forum posts and alerts their social media department or something?
Click to expand...

It shouldn't be that hard... Just go a Google search on the keywords Sears + Frustrated and e-mail the results to your customer service intern guy to look at.

I'm going to try posting my own Sears topic and see what I get...
 
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cbrsurfr

Golden Member
Jul 15, 2000
1,686
1
81
Sent them my contact info. Let's see what happens. I'll update when I hear back.
 
RossMAN

RossMAN

Grand Nagus
Feb 24, 2000
79,056
446
136
SunnyD said:
Whoa. that was... random.

I guess Sears has bots that search for and flag forum posts and alerts their social media department or something?
Click to expand...

Makes you wonder how they find these?

Manual Google searches?
They pay for a service which e-mails them blog posts, forum threads, Twittter posts that mention their name?

Makes me want to make a post about my Dell laptops keyboard, would Michael Dell create an AT user account and offer his assistance?
 
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cbrsurfr

Golden Member
Jul 15, 2000
1,686
1
81
Anonemous said:
Huh, that's weird, you couldn't find any repair shop or anything to give you a written estimate?
Click to expand...

It's a Craftsman jack so Sears are really the only ones who would carry parts for it. I tried Sears stores, my local Sears Repair Center, and Ace Hardware. The sears repair center people gave me some numbers to call but they were all for industrial hydraulic repair like shop lifts or heavy machinery.
 
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cbrsurfr

Golden Member
Jul 15, 2000
1,686
1
81
I kept getting these emails:

Thank you for contacting Sears Holdings Corporation Executive Offices and allowing us the opportunity to address your concern regarding your recent experience. We sincerely apologize for the inconvenience you have experienced and we appreciate the opportunity to assist you.

Please be advised your issue is being addressed and case 1470022 has been opened. If you have any further questions, please feel free to reply to this email or contact us via phone.

I guess they were looking for a reply? I missed a call today, will try them again tomorrow.
 
A

Aaviel

Member
Jul 10, 2006
92
0
0
They likely have software that searches the internet / social media for any mention of Sears and then displays it to agents
 
PenguinPower

PenguinPower

Platinum Member
Apr 15, 2002
2,538
15
81
RossMAN said:
Makes you wonder how they find these?

Manual Google searches?
They pay for a service which e-mails them blog posts, forum threads, Twittter posts that mention their name?

Makes me want to make a post about my Dell laptops keyboard, would Michael Dell create an AT user account and offer his assistance?
Click to expand...

Really? You wonder how they find them?

They're watching....always watching. Everyone is watching everything we do :eek:

Edit: Oh, and Google Alerts are awesome and helped me find a shitload of bad press for my last company and address it.
 
Scotteq

Scotteq

Diamond Member
Apr 10, 2008
5,276
5
0
cbrsurfr said:
It's a Craftsman jack so Sears are really the only ones who would carry parts for it. I tried Sears stores, my local Sears Repair Center, and Ace Hardware. The sears repair center people gave me some numbers to call but they were all for industrial hydraulic repair like shop lifts or heavy machinery.
Click to expand...


If Sears/Craftsman's warranty for tools isn't the best, then it's definitely top 5. I have *never* been questioned. No matter the condition of the item, or whether it.... appears... it might have been... {emphasis on "MIGHT" have been}... just a little... treated perhaps somewhat differently from it's intended function, shall we say.... :sneaky: **

It gets fixed, or (more often) I get a brand new replacement on the spot.


**Please note carefully that I am not a habitual abuser of gear. Nor am I a habitual warranty abuser. If the peeps in the tool dept started recognizing me by sight, I don't doubt they'd scrutinize a lot closer.
 
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cbrsurfr

Golden Member
Jul 15, 2000
1,686
1
81
Scotteq said:
If Sears/Craftsman's warranty for tools isn't the best, then it's definitely top 5. I have *never* been questioned. No matter the condition of the item, or whether it.... appears... it might have been... {emphasis on "MIGHT" have been}... just a little... treated perhaps somewhat differently from it's intended function, shall we say.... :sneaky: **

It gets fixed, or (more often) I get a brand new replacement on the spot.


**Please note carefully that I am not a habitual abuser of gear. Nor am I a habitual warranty abuser. If the peeps in the tool dept started recognizing me by sight, I don't doubt they'd scrutinize a lot closer.
Click to expand...

Floor jacks are not considered a hand tool so as such aren't subject to their lifetime warranty. I do agree that they are awesome for replacing hand tools. No paperwork or BS to go through, just bring it in and they swap it right there.
 
sourceninja

sourceninja

Diamond Member
Mar 8, 2005
8,805
65
91
I don't repair jacks, but I'll go into the business of repairing them for you. I'd be happy to write you a estimate of repair. It will cost the price of a new jack and my time (at $250 an hour) to figure out how to take one apart for spare parts and put the new one back together :p
 
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