OK, Boomer
For those who haven’t heard this phrase, it typically references the Baby Boomers who tend to be older, non-techie, and rather unused to modern functioning. It’s arguable if I’m technically Boomer or Gen X, as the definitions vary based on who you ask, but I do tend to have some of the attributes. Today I set about replacing some tools that I’ve had for decades. The Millenials and younger likely won’t be aware of the fact there used to be a brick-and-mortar store (back when that’s all there was) named Sears, and if you purchased Craftsman tools they were more expensive but entirely dependable. They came with a lifetime warranty: if it breaks or stops doing the job it was supposed to do, just bring it back for a new one.
I still have some of those tools, and they were getting pretty rough. Unaware if the lifetime warranty may have died or was still on Comfort Care, I looked up the warranty and found they could be replaced at any “stocked Retail partner”. I then called several of those partners - as identified by the Craftsman site (Ace, Lowe’s, Napa Auto Parts)- and spoke with people too young to drive or unwilling to do more than transfer me to endlessly ringing lines in another department. I finally was able to speak with someone at Lowe’s Customer Support that initially tried to pawn me off on the Craftsman company to have the tools replaced, but when I specifically directed them to the line on Craftsman’s site about “stocked Retail partner” they were able to ascertain that “Oh yes, we can swap those out for you at any of our locations” after calling the local store and confirming they were ready to do exactly that.
I then raced over to Lowe’s, only to be told “Of course we can take these”. Apparently everyone I had spoken to up to physically being in the store had no idea what they were talking about. It was a quick trip to the Tool Corral to find the exact same tool - they won’t replace it with another of your choice - and then an interminable wait at the register while the cashier did cashier stuff with the newly selected tools and the scanning gun, then repeated it, manually entered stuff, typed in my name and god knows what else from my license, scanned some more, and finally handed the new tools to me.
The takeaway
If you have Craftsman tools you can still get a new replacement if you go to Lowes (at least the one on Arques in Sunnyvale). Don’t take “no” for an answer until you’ve spoken with someone who was alive before the Clinton administration. I saved myself $25, but I spent a couple of hours making it happen. Not likely most people have that type of time in the middle of a weekday.
You’re welcome.