I really hate hearing stories like this because customer's feel like they have no recourse, even though they have followed the rules, been honest and fair about the item they purchased, but the sales help is of little or no help and leave the customer feeling helpless. I work in retail where appliances and mowers and such are sold and I've heard stories like this over and over. Believe me, this is not uncommon. I will offer you the same advice as I do to other customers who've had the same experience as you are having.
Basically your item was purchased at the end of July, so it's been about 2 months in your possession. An attempt to use it has been made X number of times, in which none of the X times has it performed as it was designed to do. Is this correct so far? So, it still probably even looks like new!
Here's the deal, a new appliance, mower, or any other piece of equipment SHOULD ALWAYS work when it's taken out of the box! ALWAYS! Period. The customer should never have to make numerous phone calls and visits to where it was purchased to work out a deal or to try to get the place of business to offer solutions. It's a new piece of equipment and it's supposed to work! It shouldn't matter that it's been 60 days instead of 30 days. It never worked the first day, the 15th day, the 29th day, the 50th day, nor the 62nd day!
So first of all, do not allow them to bully you, which is what their doing now. So, I advise this to you:
1. STOP all the phone calling to the store and Craftsman (and worrying), hoping they will offer help.
2. Load the item in your truck along with it's parts and pieces. Remember to take your receipt, or credit card statement, or whatever proves your purchase of this item.
3. Haul it back to the store where you purchased it, making sure you take the item directly to the customer service desk, or wherever returns are made.
4. Tell the customer service person that you are returning the item and want your money back because it doesn't work, that it never worked, it didn't work the first day you got it home, nor the 2nd, 3rd, and 4th time you tried it. Stay determined and unwilling to back down.
5. More than likely the customer service person will give you your money back without any problem or too many questions.
6. However, if she/he does start questioning or challenging you and you find yourself having to defend yourself and your reasons. Just STOP, stay calm, raise your voice and say, "I AM NOT taking this back home, it's a defective piece of equipment. It doesn't work, it never worked, and I want my money back or I will never shop here again. I want to speak to the store manager! I want to see what he says about his store selling faulty merchandise to customers!" Especially if there are other customers around that can hear you say this, the customer service people will be scrambling to make you happy and to keep you quiet.
7. That should get you what you want.
If this doesn't work, I would be surprised. If this by chance is a Lowe's store, they will always take a 60-day old item back just to keep you a happy, loyal customer and to keep you coming back. If the other stores don't do the same, I would be surprised. Try this and let me know what happens.
Another word of advice, before you ever purchase a large item from a store, always read the customer reviews on the company's website. You will learn so much from others' experience, and it will keep you from buying items that perform poorly. This is the only way to shop these days!
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