Sears 5 year Warranty

[SandBuoy]

Has anyone had to use their 5 year extended warranty for repairs on their machine? Just owndering what upfront cost there is after the intitial 100 hours or 1 year. I just got my and looks like I will have to send it in for the head repairs.

Just wondering if its worth the $250+ bucks if you have to cover shipping, some labor or parts after the 100hr/1 year period. If so, I might just return it for a full refund and buy another one when the next stock comes in in April.

[newcarver]

Has anyone had to use their 5 year extended warranty for repairs on their machine? Just owndering what upfront cost there is after the intitial 100 hours or 1 year. I just got my and looks like I will have to send it in for the head repairs.

Just wondering if its worth the $250+ bucks if you have to cover shipping, some labor or parts after the 100hr/1 year period. If so, I might just return it for a full refund and buy another one when the next stock comes in in April.

The initial warranty is 200hrs or 1 year. Seems to be alot of users having to send them in right after purchasing. Havnt had any confirmed uses of the sears warranty yet, this thread may help you a bit

http://www.carvewright.com/forum/showthread.php?t=6668

I have called about purchasing it myself out of warranty and was told yes i can, although if you talk to cw they say they know nothing about it(what i was told). From what theposts are saying, sear does NOT do the repairs, but goes through cw, could be a long process....

[SandBuoy]

Thanks for the heads up on the post from Bud and Gunner. I will be watching it to see what happens very closely. I contacted Jim (my saleman from sears) this morning and asked him to investigate my warranty for me. See if he could get a copy of what all they do. I plan on getting another machine in a month or so as I can see me running two of these easily. He already told me that any problems with the machine would have to be fixed at LHR.

If the labor, parts and shipping is free I can see keeping the 5 years warranty. I think 2-3 week wait on a turn around might justify a $203.00 board replacement pretty fast. Especially with all the know failures posted from the folks here. I am sure there will be many parts failures in a 6 year period on time.

[John]

Having been a beta owner and then forced to upgrade because parts were no longer available, one has to question if parts for the current machines will be available in 5 or 6 years.

[Semper Fi]

My memory card just died and I called Sears to use my "Master Protection Agreement" to get a new one. After getting the old phone transfer routine for 20 minutes, the buck finally stopped with a rep telling me her supervisor (Robyn) said to tell me that Carvewright doesn't want Sears to service their machine and to call them to get my problem resolved. I asked if there was a billing number for LHR to bill this part to or how was the cost going to be handled. I was told they probably have some agreement with Sears that is not known to her or I..... yea, right! But I called LHR and ended up talking to Shane, who is a supervisor in the software department. She was extremely helpful, but the bottom line is: LHR and Sears have NO AGREEMENT to handle this service agreement. Shane even went so far as to call Sears and try and straighten out this mess. Shane called me back and confirmed what she had told me earlier.........no agreement exists between them. Thanks, Shane!

I've called back to Sears on the direct number for the supervisor, Robyn, was told she was busy at the moment.They took my number and said she would call me back. The clock is ticking.

I would advise anyone who is thinking about buying this agreement not to do it. I'll be trying to get my $575.70 money back, unless something happens to resolve this. I'll post whatever the outcome turns out to be.

In the mean time, I've ordered another memory card.

[SandBuoy]

Thanks for the heads up on this news. Haven't heard anything from my nieghbor yet either on this matter. I think he had last weekend off and goes back to work today or tomorrow. Going to pry it out of him tonight.

If this is the case, looks like I might as well return the machine to sears and order a new one from CW instead of sears. I still have a few days left on the 30 day return policy and the machine is broke as well.

I seen a couple of other have their machine sent in from Sears to LHR. Not sure if theirs is on the EXT. warranty or not. At least getting it from CW I can deal direct instead of a dozen different departments and people before I am told to call CW direct.

[Jeff_Birt]

If you bought your machine from Sears, and it is still covered in the original 1year, 200 hour warranty then call CW/LHR directly. They do all the manufacturer's warranty work, there is no need to involve Sears at all.

If you bought the Sears Extended warranty and are over the MFG warranty then you are stuck with Sears.

[mtylerfl]

Hello,

The last official word from CarveWright/LHR on the subject of the Sears Extended Warranty for a CompuCarve is located at the following link (posted by nirmala on Feb 18, 2008)

http://www.carvewright.com/forum/showpost.php?p=44344&postcount=1

[tomjr0454]

Should you bye a wrranty from Sears or not,after all this time why do people have so much trouble with this machine? Is carvewright coming out with carvewright 2 ?

[SandBuoy]

After reading the attached statement from LRH on the extended warranty from Sears it sounds like a catch 22 situation for us that have the 5 year plan.

To me, reading the statement from LRH, they will service any machine sent in under the extended warranty plan and send them back to Sears. As a few others have already stated, Sears doesn't have the ability or service department to repair these machines.

I know I read that a couple of guys said they have machine in for service under the extended warranty plan threw Sears. But they haven't heard anything back as to when or even if the work is going to be done. Way I see it, Sears will have to pay for all repairs needed out of their pockets. I am reading this all wrong and whats your take on it?

[Joe604]

I went to a Sears in the Minneapolis area. They are selling the unit for $1899. They sell a 5 year warranty for $299. This warranty is the standard for power tools from Craftsman. They clean it and service it once a year. I told the salesman what I had learned on the internet. He knew that Sears would not work on the machine but they would send it to the manufacturer...very confusing. I'm not sure who to believe. But I have always had good luck with Sears. I think in the long run they would take care of you if you have the warranty.

Now the rest of the story...they have none in stock and are unable to place an order for one????

I have not made my purchase yet but I am watching this site closely and learning lot...thanks for all the info

[SandBuoy]

Joe, I basically bought my machine from Sears for a couple of reason. My neighbor is a long time salesman for the company and my other nieghbors son is a manager. So I was hoping if anything went wrong I atleast had some backing behind me. The other was because of the 5 year extended warranty Sears was offering and some of the horror stories I read about this machine from other forums.

But from what I have learned just over the last 2-3 weeks of owning it I might not have bought it from Sears and heres why. Personally I think a lot of the problems with machines are coming from Sears sold machines. Not sure why but I heard some speculation they were not cared for properly in shippments and warehouses. Like I said all speculation.

Most of the other problems you see are from human error. I have made a lot of them over the last 3 weeks that were cured by people here. From the card not loading right, me not allowing for correct meaurement and mainly people just not cleaning and lubing the machine right.

One more thing, CW seems to take care of the machine faster and better then Sears does right now. I needed some help with mine and it was we'll have make some calls and find out the answers. Days later they finally got answers from their people who didn't get back to them.

Hey if all the contact does is ensure a once a year cleaning and service it gets that after every carve. I am keeping my eyes gued to see what if anything is happening to the other that are using Sears extended warranty right now.

[forqnc]

I would advise anyone who is thinking about buying this agreement not to do it. I'll be trying to get my $575.70 money back, unless something happens to resolve this. I'll post whatever the outcome turns out to be.


Sorry you got burned the hard way Semper Fi, but thanks for posting your experience as this has been discussed several times with no definite outcome.
Good Luck with getting your money back.

[Semper Fi]

Ok, here's another update to the saga: After more calls and time, the machine is going to my local Sears store in Wysox, Pa., which is designated as a "Repair Center". Why the Protection Agreement states an 800 number to call, and then not give them the information to proceed with, is a puzzle to me. I finally reached the people who sold me the contract (in Rochester, NY) and they put me on the line with the "Compucarve Specialist" at my local Sears franchise store. He is one of the two owners of the store. They and 2 other people are the total floor personell at this place. We had a good chuckle when I took my machine in to him about him being the "specialist". Anyhow, the procedure is this: "The machine will go out on Wednesday's shuttle to Syracuse, NY to their repair center and they will fix the problem and return it to the store on the next Wednesday's shuttle". I do not need to pack up the machine, just bring it in. This sounds a little scary, but that's how they want this played out.

Now back to the problem of the 800 number people telling me to call LHR because LHR doesn't want Sears people fixing their machines: The supervisor (Robyn) finally called me and told me that she was told by Jessica, in the Sears repair center in Syracuse, the people at LHR had refused to sell them parts to fix another customer's machine the week before because they didn't want Sears to be servicing their machines. Thus, she told her people to tell me to call LHR. I told her that that is Sears problem to fix and not mine......... she agreed.

We'll see how this plays out and I'll report back with the results. I threatened to call the Attorney General's Office if this didn't get resolved, or they didn't refund my money.... that seemed to work to break the log jam. BTW the people in my local Sears were very friendly and professional in handling this problem............. I should have went to them in the first place. I hope this helps someone else out when they try to get service out of a Sears Protection Agreement.

[mtylerfl]

Wow - I sure would not want untrained technicians working on either of my machines. Nor would I ever remotely consider giving them the machine without the original box and packing. This should be very interesting.

Can't wait to hear how everything works out for you!

[Semper Fi]

Michael, I was a Customer Engineer for IBM in my early working life and worked on many electro-mechanical devices. They had some very close tolerances and sequence sensitive adjustments. Now I'm not a rocket scientist and I was able to perform these things. I believe a lot of the hype regarding the complexity of the service requirements is just that, hype. Other than the Z truck tolerances on the bearings, I really don't see much except swapping parts to maintaining this machine. If Sears technicians can repair all those appliances and other products they sell, they should be able to handle this one. I may be over simplifying this thing, but that's how I see it. Now I do agree with you on the packing, so we'll see when it comes back how that worked. Hey, the contract says they fix it or replace it, so I'm not too worried. Keep your fingers crossed!

[mtylerfl]

I'll bet you either a) end up with a new machine, or b) they end up sending it to LHR. (Sears technicians do not service the machines.)

Please do let us know how the story unfolds for you. I'm hoping for a happy ending, by all means.

[SandBuoy]

Semper Fi, I agree with you about the simplicity of the machine. I worked with Sears service techs for about 8 years being the maintenance man for a large apartment complex. These guy work on some pretty complicated equiptment. A lot of them have electornic degrees or backgrounds.

I just don't think they are set up to stock parts at all the service locations. They would have to invest a small fortune to stock all the service departments with parts needed to repair these machines. Not only that, its not like they have sold a million of them either. Not sure they could justify the cost unless they set up a few places just to handle CC machines.

Hey BTW, good luck on getting your machine back and in operations. We are all watching to see what the outcome is for you. We feel for ya.

[jackssib1]

They are out of stock now, but more coming in soon.
I picked up another at sears in Hammond, La. was on show room floor.
The net said Hammond, had none, but went up there, and seen this one and talked them into selling it to me for 1,300.00 Deal,
Jack

[Semper Fi]

As of this morning my repair order has been canceled on the sears system url that Bud posted at another thread. We'll see next Wednesday when the machine comes back to my store (I hope). No other explanation except "canceled". I can't say I'm surprised too much by this, as the problem was either the memory card or the reader. The Protection Agreement is very vague on what's covered. The store said "we'll give it a shot". I just wish they would have given the reason for canceling the order, because I'm going to find out why and it's going to tie up their resources to answer my questions. They have my phone number and email address right on the repair order. :)

http://www.sears.com/shc/s/nb_10153_...pair?adCell=A4

[beachman]

As of this morning my repair order has been canceled on the sears system url that Bud posted at another thread. We'll see next Wednesday when the machine comes back to my store (I hope). No other explanation except "canceled". I can't say I'm surprised too much by this, as the problem was either the memory card or the reader. The Protection Agreement is very vague on what's covered. The store said "we'll give it a shot". I just wish they would have given the reason for canceling the order, because I'm going to find out why and it's going to tie up their resources to answer my questions. They have my phone number and email address right on the repair order. :)

http://www.sears.com/shc/s/nb_10153_...pair?adCell=A4

Semper Fi,my machine is in sears hands also,i just tracked it this morning and it said it had arrived at the repair center and was being assigned to a tech,my first repair order was canceled,then they made a new one and sent it on,i think i'll give them the benefit of the doubt and see how the repair turns out,mine is supposed to be back April 2nd.I'll post again when that time comes

[mtylerfl]

Sorry to be repetitive, but...Sears technicians do not service the machines...only LHR does. Apparently, even some Sears branches don't know they do not service the machines, otherwise they wouldn't have accepted the machines in the first place.

I believe anyone who gives their machine to Sears for service will a) get a new machine (unlikely) or b) re-direct the machine to LHR for service (or tell you to send it to LHR yourself)

Keep us posted, please.

[Semper Fi]

As of yesterday, the link doesn't work to check the status of a repair order. ("We're sorry, we cannot process your request at this time. Please try again later.") I tried to check again because of a post that reported their repair order was cancelled and another one issued to send the machine back to LHR. I really didn't think that would be the case with mine, but I tried to check anyhow. More after I talk to the Sears store this morning.

[Semper Fi]

Just got off the phone with the Sears store. Seems the first work order was cancelled and another new one issued. It is "your repair will be assigned to a technician", and "repair in progress", with a target date of next week, instead of the original date of this week. I sure miss that machine! :)

I'll update when I know something different.

[Semper Fi]

Hoo Boy, that didn't take long. The new status:

"Service Order Status: In transit to drop off location
Your product has been repaired and is in transit to your drop off location for pick-up. You will be notified as soon as your product arrives."

The store gets the shuttle on Wednesday, so we'll see then.

[Semper Fi]

Waiting for my store's owner to call me back. He is calling Syracuse Repair Center to see what is going on............. I think I know! (can you say' passing the buck'?) They called me this afternoon (Syracuse) to let me know they don't work on this machine and that my 'drop off point' would know where to send it to fix it. Of course the local store didn't know or they would have sent it there in the first place!. I'm waiting for them to explain this to the store owner before I go after my money back.............. what a rip-off!!

Jeff, I guess you were 100% correct in what you've been telling us. My apologies for doubting you. I'll post the outcome, but I think I know what it'll be.

[gsrice]

I like a lot of you are trying to get a sick one well ---

I've got 2 in the shop --

One under a year old -- which I was told today was destroyed by UPS and will be replaced --

A second around a year and a half -- have it in the shop now getting a lot of little things fixed (cover problem, board measure, power supply) under the 5 year plan -- took it to the Sear Repair Center locally -- as I was told to by Sears, rather than sending it to LHR directly -- Sears sent it off for repairs --

I had to call the repair shop directly today and go over the problems -- I'm in Omaha, but the machine was sent to a Sear's or a contractor in Texas-- NOT LHR for the repairs -- interesting --

It set for return in a week ..

Greg

[mtylerfl]

-- as I was told to by Sears, rather than sending it to LHR directly -- Sears sent it off for repairs --

I had to call the repair shop directly today and go over the problems -- I'm in Omaha, but the machine was sent to a Sear's or a contractor in Texas-- NOT LHR for the repairs -- interesting --

Greg

Hmmm, that is very interesting indeed. Coincidence that it was sent to Texas??

[forqnc]

Sounds like Sears has seen the Traveling Gnome commercial and is trying to do the same with your CC/CW.
Good Luck guys, hoping for a Happy outcome for all

[Semper Fi]

Got my machine back today. I wouldn't let it be sent out to the National Repair Center, but they did send my memory card and card reader to them. When I left the store, they still hadn't gotten the address to send to. The memory card, or reader, wouldn't work on the computer and the machine certainly wasn't needed to diagnose the problem. I have another card and reader, so I'm not out of business. The store owner told me he'd keep me informed of what was happening. More when I know more.

[Semper Fi]

Well, I spoke too soon....... first carve started ok, then started going up and carving air. 246 error when I stopped it! Z axis is out of touch with reality. I called Sears and packed up the machine for its inaugural venture into their National Service Center. This outa prove one way or another the value of their Master Protection Agreement for our machines. Based on past experience, I'd say it is either the Z motor or the board...... but what do I know? LOL I guess it didn't like the ride to Syracuse and back. I checked all the connections and cables, but couldn't find anything obvious.

[mtylerfl]

Hello Ernie,

Just a suggestion...I would recommend calling LHR directly and talking to them about getting your machine serviced. I am still not convinced that Sears actually services the machine, nor do I know of any evidence that they are actually trained on how to fix the machine even if they want to "try". Perhaps LHR can give you some insight on that.

In any case, if your machine is still under the factory warranty, rather than continually sending your machine "everywhere", you might want to consider sending it directly to LHR. At least then you'll know for sure where your machine is, and that it will be repaired properly.

[Semper Fi]

Mike, my machine is out of warranty, that's why I purchased the Master Protection Plan from Sears. It is now on its way to Garland, Texas. I am attaching the email I received from my Sears store owner, who really put some time in on sorting this thing out. He also sent me a tracking number for the UPS shipment that is carrying it.

"Its being shipped out this afternoon to National Specialty Repair Center Unit number 9289 for repair

3845 Grader St
Garland TX 75041

Now a normal customer can not just send it to that address, it has to be set up in our system for service and then sent out. But on your forum you could post the address because that would be a good piece of information for the person to give the sales person they are dealing with at sears. As long as they know that they cannot just mail it to that address.

Also I did not call this number but I think this is the new contact number for customers for repair. 1800-573-1226"

[DocWheeler]

Thanks Ernie, my machine is out of warranty also. I have a three-year plan but have not used it.

[mtylerfl]

Yes, thank you very much. I actually do have a "5 year Warranty" on the first machine I purchased (I have 2 machines, but did not buy a "warranty" for the second one).

My first machine is out of the factory warranty period and (knock on wood), have not had any trouble with it since the original warranty ran out.

It is highly interesting for everyone to see how this all pans out dealing directly with the Sears extended warranty red tape. You are blazing the trail, to be sure!

Thanks again for the info you posted.

[Semper Fi]

Thanks, guys.............. I wasn't sure if I was boring everyone, or this was useful information that was helping others. I hoped for the later. I always take my car or truck to my dealer when it is under warranty, but his mechanics are no more talented than my regular mechanic, and a lot more expensive after the warranty runs out.

[eromran]

Mike, my machine is out of warranty, that's why I purchased the Master Protection Plan from Sears. It is now on its way to Garland, Texas. I am attaching the email I received from my Sears store owner, who really put some time in on sorting this thing out. He also sent me a tracking number for the UPS shipment that is carrying it.

"Its being shipped out this afternoon to National Specialty Repair Center Unit number 9289 for repair

3845 Grader St
Garland TX 75041

Now a normal customer can not just send it to that address, it has to be set up in our system for service and then sent out. But on your forum you could post the address because that would be a good piece of information for the person to give the sales person they are dealing with at sears. As long as they know that they cannot just mail it to that address.

Also I did not call this number but I think this is the new contact number for customers for repair. 1800-573-1226"
I looked up the address listed above and the is the company i got. Interesting its a lawnmower repair. Could call that number also and see if they know anything about the compucarve/carvewright they might let you know they are indeed repairing the machines. Here is the pic's of search.

[Semper Fi]

I also Google'd the address and it is an industrial building of considerable size.

"This property is an industrial building with 202,936 SF of rentable building area located in Garland in the NE Dallas/Garland Industrial submarket of Dallas county."

Also found this listing at this address:

Sears National Calibration Laboratory

3845 Grader Street, Suite A
Garland TX 75041 USA Email: rgomez5@searshc.com
Web: Http://www.sears.com
Contact: Ruben Gomez Certificate: L2093-1
Phone: 214-553-6701 Effective Through: 5/26/2010
Notes: Accredited to ISO/IEC 17025:2005

So it looks like this might be for real?

[Wid T]

Thanks, guys.............. I wasn't sure if I was boring everyone, or this was useful information that was helping others. I hoped for the later. I always take my car or truck to my dealer when it is under warranty, but his mechanics are no more talented than my regular mechanic, and a lot more expensive after the warranty runs out.

Your not boring me......... I also picked up a Sears Craftsman Compucarve System and a 5 yr extended warranty in hopes it will cover any problems while I learn the ins & outs.
Thank You,
Wid T

[Semper Fi]

Machine arrived at Sear's Garland, Texas site this morning............ the clock starts. The online status says it will be assigned to a tech for repair. More when I know more.

[Semper Fi]

Sears called today while I was out fishing.............. hey, a guy has to do something while his machine is on vacation! :) Anyhow, the lady told my wife that parts were ordered and the machine should be back to my drop off point (my local Sears store) on May 2nd. We'll see......... more when I know more.

[AskBud]

Sears called today while I was out fishing.............. hey, a guy has to do something while his machine is on vacation! :) Anyhow, the lady told my wife that parts were ordered and the machine should be back to my drop off point (my local Sears store) on May 2nd. We'll see......... more when I know more.
I got a similar call Tuesday, from Sear Repair-Garland Texas. Mine is due late April.
AskBud

[Gunner]

I also got a call from Sears on Tuesday, same thing , should be back by the end of April. Have to wait and see what they repaired and upgraded. They have had my machine bouncing around in the system since 3/5/08.

[beachman]

haven't gotten that message yet on my machine,but your giving me hope.

[gsrice]

Parts on order -- 3 time I've got that call -- been there for 2 months now,

Suppose to get it the first of the month as well --

[beachman]

Is the money we save on parts,worth the time we have to be without our machines??????
LOL

[AskBud]

I also got a call from Sears on Tuesday, same thing , should be back by the end of April. Have to wait and see what they repaired and upgraded. They have had my machine bouncing around in the system since 3/5/08.
My machine went in on 3/10 and bounced around until it reached Garland Texas on 4/2.
Tuesday, I asked them for a list of parts that they ordered. They gave me the "M-id's", here is the list translated to # (11, 37, 44, 54, 138).
AskBud

[SandBuoy]

Well guys, I feel for you. Seems like it s been a very long time to be down and with out the machine. I'd have the jiggers and I do. I am just waiting on a new sensor to get here since Staurday and I am going nuts. I sure hope the one that said this is like beta testing is right and it doesn't take months for all the repairs to be done on downed machines.

Thanks for keeping us others watching this thread closely posted.

[Gunner]

Bud, What ph. no. do you have for Garland , Texas repair center.

[AskBud]

Bud, What ph. no. do you have for Garland , Texas repair center.
LHR Technologies, Inc.
4930 Allen Genoa Road
Pasadena, TX. 77504

CarveWright Service Phone Numbers
For CarveWright and CompuCarve Machines
You can contact CarveWright by phone at
1-713-473-6572 1-713 473-6545 or 1-800-573-1226
email at support@carvewright.com.
AskBud

Sorry:
I posted LHR info, not Sear's Repair in Garland Texas.
I think we would need to comtact the Sear's National number, for repair, and see if they will give out the number or at least send them an eMail asking them to contact us.
AskBud

[Gunner]

Sorry Bud, I meant the Sears ph. no. Thanks

[Semper Fi]

Gunner, the outside number for the Sears National Calibration
Laboratory in Texas is 214-553-6701. If your machine is being serviced by Sears, and in the right place, this is where it should be.

[Gunner]

Thanks Ernie, thats what I was looking for.

[beachman]

Well my machine is on the way home,sears says it's repaired and in transit to my pickup point.Ye Ha

[mtylerfl]

Well my machine is on the way home,sears says it's repaired and in transit to my pickup point.Ye Ha

Please let us know if Sears really repaired it, or if it was actually sent to LHR for repair, and then sent back to Sears.

[Semper Fi]

Yes, please let us know. Mine still shows awaiting parts and a return date of next Friday. I would feel a lot better if I knew of a successful repair!

[gsrice]

Hey --

Sent my machine in for repair 3/3 and was told (after numerious postcards) that it will arrive Tuesday May 1 -- 45 days after it was initially promised.

Now, here's the good part of the story -- I had the machine on the 5 year Master Protection deal -- they call at 8:00 this morning to check and see if I was pleased with the repair --At which point I told them I hadn't got it back yet -- I vented my frustration on having purchased an extended warranty last Sept for $40 -- then having Sears cancel it in December -- then call me in january and sell me the same thing for $350 a month later -- a tad bet irritating, and real bad PR -- and I believe illegal -- let alone the fact I've not had the machine for 2 months- - after the kind lady kept repeat what, what, what -- she gave me the national number and told me to talk to them

Apparently, if your machine is going to be down for more then 10 days or so - Sears is suppose to give you loaner, or pay for the rental of another machine. Checked the back of the certificate, and there it was be interesting to see what Sears does now --

Called the national number and they are suppose to get back to me in 24 hours.


Greg

[Jeff_Birt]

OK, folks. Here is what I don't get. I mean no disrespect, nor am I trying to pick a fight.

Over the past year folks have talked about paying all sorts of diffrent prices for an 'extended warranty' from Sears. I think that should have been sign #1 that you were not getting a real extended warranty (or else everyone would have been quoted the same price). And with all due respect, no one could possibly believe that you could buy an extended warranty on a $1,700 machine tool for 40 or 50 bucks (the two lowest values I can remember being quoted).

Our machines are covered by the manufacturers warranty for the first year or 200 hours, an 'extended' warranty does not kick in until after that. CareWright/LHR has gone to a great effort to provide excellent technical support and picking up the shipping to their facility in Texas. To date, I have yet to see evidence of Sears displaying any competency in repairing a CW/CC machine. (I'm sure they do a good job on things they have some experience repairing; I have bought many refurbished tools from them).

It just seems evident that the Sears 'Extended Warranty' is not what it is cracked up to be. I feel sorry for you guys that have spent your hard earned money on one.

[CABINET MAN]

Hey --

Sent my machine in for repair 3/3 and was told (after numerious postcards) that it will arrive Tuesday May 1 -- 45 days after it was initially promised.

Now, here's the good part of the story -- I had the machine on the 5 year Master Protection deal -- they call at 8:00 this morning to check and see if I was pleased with the repair --At which point I told them I hadn't got it back yet -- I vented my frustration on having purchased an extended warranty last Sept for $40 -- then having Sears cancel it in December -- then call me in january and sell me the same thing for $350 a month later -- a tad bet irritating, and real bad PR -- and I believe illegal -- let alone the fact I've not had the machine for 2 months- - after the kind lady kept repeat what, what, what -- she gave me the national number and told me to talk to them

Apparently, if your machine is going to be down for more then 10 days or so - Sears is suppose to give you loaner, or pay for the rental of another machine. Checked the back of the certificate, and there it was be interesting to see what Sears does now --

Called the national number and they are suppose to get back to me in 24 hours.


Greg

WOULD MIND SHARING THE NATIONAL PHONE WITH? I ALSO HAVE FIVE YEAR PLAN AND THEY HAVE JUST TOLD ME MY FLEX SHEFT WAS NOT COVERED AND THE MECH. IS ONLY 60 DAYS NEW
THX:

[newcarver]

I would have to agree with Jeff on this point. My first clue was the widly varying costs of the warranty also. Sears has shown no back up on their extended warranty, from the recent posts I truely feel sorry for the ones who have bought it from them. Unless they start bumping up the service, it seems they took the cash without a clue what was going to happen. My feeling is that with LHR NOT offering one, most people will jump at any chance of reassurance that they will not have to shell out alot of cash for repairs. Having an out of warranty machine myself and after all the non-human issues I have had, sears offer did temp me at one time also. Glad I held back the urge to fork over the extra cash for a piece of mind.

Has anyone who purchased this from sear actually used the extended warranty with success?

[Amonaug]

I'd suggest anyone with a machine less than 1 yr old or 200 cut hours send it directly to LHR, when that warranty runs out then mess with the Sear's extended warranty.

[gsrice]

Here's what i got --

214-553-6777

[Semper Fi]

Greg, when you called this number did you actually talk to the folks who were working on your machine in Garland, Texas, or was it an answering service? I ask because the number I posted was from the organization that certifies these types of laboratories.

[Semper Fi]

I got a call tonight from Sears in Garland, Texas giving me the status of my repair. I also got one last week, but the wife took that call. Now this is not too shabby in my book, I'd rather know what is going on than being kept in the dark. The lady told me that parts were still on order and that the manufacturer was out of stock. And they were awaiting replenishment. When I asked what parts, she told me she didn't have part numbers because they hadn't entered them into the Sears system yet, but the parts ordered were a conveyor and a spindle. She really wasn't technical, but I figured out she was probably talking about the sand paper belt assembly (which had a small piece of the paper missing when I sent the machine in) and the cut motor. Now the machine's problem was it was cutting air and I figured that to be a Z Axis problem. Also the card or reader wasn't working . What they are fixing might be more than I reported, or they are way out in left field. I asked her if they are getting a lot of these machines in and she said they are just starting to see them coming in. I guess they can't be faulted for LHR not having the parts in stock. More when I know more.

Oh, by the way, the number she called me from was 214-259-1009.

[ScottS]

I don't believe It a z motor as I recieved my z motor bundle today and it was ordered last week late.of course I could be wrong as parts go in and out of stock But I beleive I read the post before I asked LHR for a z motor bundle as I felt this may be a problem In the near future.

BTW I have been following this thread as I too Have opted for the 5 year warranty. I feel for you guys 30-45 days is way too long without a machine. Has anyone looked into the loaner That the warranty papers talk about?

I have been contacting LHR directly as I have only 50 hours on my machine But have Had an x gear brake,Lid switch prob,Board sensor prob,and of course 2 z axis codes not a dead on prob but They went ahead and sent the new bundle to me anyways. I have To give LHR two thumbs up on Service. I will miss being able to deal with them directly wants I'm out of warranty. I am really starting to rethink the warranty as Most of the prob I've seen so far are pretty cheap repairs that I could fix myself.Of course I have put 50 hours on my machine in the last 2 1/2 weeks. And all I would need is 300 in parts to pay for the warranty But losing it for a month and a half is not an option either.

ScottS

[gsrice]

Ernie : yes, tracked down my machine and the tech -- when I called they asked my phone #, and set me right to the machine and tech --

Mine was scheduled to be delivered tomorrow, but guess what, SEARS called last night and said it was going to be delayed -- not happy -- called national customer line asked about loaner / rental -- they told me it was in the agreement and to call me when I found someone that would rent me one - and they'd pay - any ideas.

Today -- Wednesday the 30th -- SEARS national called back --


Here's the story I got from SEARS -- the reason for the delay, and the stocking issue for new units that --- a NEW improved and updated machine is on the way --- Anyone else heard such tales ?

Greg

[AskBud]

Ernie : yes, tracked down my machine and the tech -- when I called they asked my phone #, and set me right to the machine and tech --

Mine was scheduled to be delivered tomorrow, but guess what, SEARS called last night and said it was going to be delayed -- not happy -- called national customer line asked about loaner / rental -- they told me it was in the agreement and to call me when I found someone that would rent me one - and they'd pay - any ideas.

Today -- Wednesday the 30th -- SEARS national called back --


Here's the story I got from SEARS -- the reason for the delay, and the stocking issue for new units that --- a NEW improved and updated machine is on the way --- Anyone else heard such tales ?

Greg
Since we have the Sear's 3 or 5 year plan(s), perhaps Sear's should be making arrangements with LHR for "Loaners".
I think that Sear's has now determined that their Repair Facility, in Garland TX, is where they plan to do the work. It is about 230 miles from LHR. I understand that several of their repair staff have had training on the CW/CC.
I also called Sear's Garland today @ 214-553-6702, and found that my parts arrived this afternoon.
AskBud

[Digitalwoodshop]

This is interesting.... I too have the 5 year warranty and always thought it was a ineffective contract from all the posts on line... Almost asked for my money back..... Almost.... Might be useful some day...... Close to 600 cutting hours...... Might make the 1K Club first..... Don't know about the beta users.....

Hey.... Lets start a 1K Carving Hour Club...... LOL..... I did spend almost $2500 in repair, bits and centerline last year.... between 2 machines..... I have all the invoices, I should list the parts.....

AL

[beachman]

finally got a message that my machine had been repaired and was in transit to my pickup point,5 days later got a call to pick it up,went to sears and they had the machine,but i was told it was not repairable,this after they had it for a total of 6 weeks,2 shipping and 4 in texas waiting for a part,upon examination,i don't think they even sent back my machine,but another.Needless to say i'm not a happy camper.The controller on my machine was bad,but the one on the one that came back works,nothing else seems to,even the crank handle on this one is broken.Looks like i'm caught in the middle of a sears nightmare

[MikeMcCoy]

beachman - you probably already know this but the serial number on "your" machine is unique so it shouldn't be hard to verify whether or not yours got switched.

[beachman]

I didn't think about that but i will check,the problem is ,parts inside look like they may have been changed,cut motor doesn't look like the same one and the whole inside of the machine is full of grease,the original problem was a bad controller,and the controller on this one works

[AskBud]

My machine went in on 3/10 and bounced around until it reached Garland Texas on 4/2.
Tuesday, I asked them for a list of parts that they ordered. They gave me the "M-id's", here is the list translated to # (11, 37, 44, 54, 138).
AskBud
5/2/2008 5:30pm EDT
My machine is back from Sear's - Garland Texas, and is in the process of cutting a 4 1/2 hour test project.
Everything appears to be well. Sear's did not even charge for the new Flex Cable;)
AskBud

[Robert Oswald]

I bought the 5 year warranty also after the year was up. Its good that they apparently fixed one machine but sending the other back unrepairable doesn't sound right, I thought if they can't fix it during the warranty period they give you another one at least? I've always bought extended warranties on all my tools and have never had to have a repair on any so am hoping that streak of luck continues but it is scary at the moment of what will happen if I need repairs. I hope Sears gets it together soon.

[AskBud]

I bought the 5 year warranty also after the year was up. Its good that they apparently fixed one machine but sending the other back unrepairable doesn't sound right, I thought if they can't fix it during the warranty period they give you another one at least? I've always bought extended warranties on all my tools and have never had to have a repair on any so am hoping that streak of luck continues but it is scary at the moment of what will happen if I need repairs. I hope Sears gets it together soon.
I got the "Can not repair" story from the first center that Sear's sent the unit to (Cincinnati, Oh). We made calls from the Sear's store and I delivered it to a larger store, an hour away, that happened to be the one where I purchased the machine. It took them a week to figure out that it needed to go to Garland TX (their second choice was LHR, but they were dealing with their Upper Management trying to determine how they were going to resolve the larger issue of all future repairs under the warranties(s).

Hopefully, all stores now know about Garland.
AskBud

[AskBud]

I got the "Can not repair" story from the first center that Sear's sent the unit to (Cincinnati, Oh). We made calls from the Sear's store and I delivered it to a larger store, an hour away, that happened to be the one where I purchased the machine. It took them a week to figure out that it needed to go to Garland TX (their second choice was LHR, but they were dealing with their Upper Management trying to determine how they were going to resolve the larger issue of all future repairs under the warranties(s).

Hopefully, all stores now know about Garland.
AskBud
OK, I know that the purists will instantly say "Go to LHR for all repair". However, I purchased from Sear's and got the Extended Warranty as well.
My unit came back from Garland TX yesterday (5/2/2008). I set it up and ran two projects totaling 6 hours. My third project (2 Hours) failed at about 25%. The display went blank and restarts gave various errors.

It gave Truck Failure(s), and 236/246 Error(s).

I have followed all the helps and have found the following problems, and possibilities:

1) The Ribbon that connects to the Truck is loose and loses connection. (There seems to be no “keeper” for this ribbon).
2) The Electronic display has gone blank, or does not activate. (It went blank on the first failure, and has wavered on various trouble-shooting tests).
3) I have re-programmed the Memory Card, just to make sure it had not gotten corrupted by the failure’s (This has not helped).

I just returned it to Sear's (to be repaired at Garland TX, again). My aim is to hold Sear's accountable for the repair, as they need to get their ducks-in-a-row before all these 3 & 5 year plans come into effect. Again, Yes I Know "LHR is best" however, the potential cost savings on the 5 year plan seems to prompt me to continue holding their feet to the fire.
AskBud

Update 6/24/2008
Well the unit was returned to me the evening of 6/23/2008. I tested it 6/24/2008 (just finished a 2 hour carving at 10pm) no visible problems.

The invoice shows these parts replaced this time around:
37; 110; 104; 128; 44 - at no cost to me (other than time). The parts ran to $503.63 and Labor was $139.00 All covered by warranties.
AskBud

[mtylerfl]

Sorry to hear you're having such bad luck with Sears' repair department.

I can't wait unit you get everything resolved so you can start having fun for a change! Also, I know when you get a chance to really use your machine for awhile, you'll be contributing even more valuable information based upon your own personal experience. You have already helped a lot of folks looking for information.

[beachman]

The machine i got back from sears had an in valid serial number,and 0 hours and minutes on the cut motor,it was also full of grease of some sort,so i'm pretty sure they sent me something other than my machine.Now they say they are going to replace it,but how long will i have to wait for a new one?

[gsrice]

I've got one in the shop and one to be replaced --

So far I've waited 3 + months for the one in the shop -
And 2 + months for the backordered replacement.

Greg

[beachman]

Sears service is a joke,now instead of replaceing my machine they are sending it back to Texas for repair,except that the same people who sent it there the first time sent it to the wrong place this time.It is now on it's way to Texas to be repaired at the same place that couldn't do it the first time.When it went the first time the only thing wrong with it was the controller.When it got back the cut motor is missing a part,the crank handle is broken and parts missing,and it's was full of grease,no way to fire it up and see what worked and what didn't cause you couldn't crank down on a board to test it.The controller seemed to be working ,but with no test who knows for sure.Now i will just have to wait for sear's next move.

[Semper Fi]

Sorry to hear that Beachman. Mine is going into its 5th week down in Garland, Tx. and I was told today they are awaiting parts and they are backordered, with no ETA. They are waiting on two conveyers (traction drives?) and a spindle. As far as I know, there wasn't anything wrong with those parts when the machine left here. It wasn't writing the memory card and the machine would start to carve and gradually lift the bit until it was carving air above the board. I'm really starting to worry about the outcome on this machine. Also the lady I spoke to told me that Sears doesn't deal directly with LHR when they need parts, but instead uses an outside company called Fideltone to procure their parts for them. I smell a rat in the woodpile.

[chips]

I sure hope you guys are trying to use the Sears warranty because your original (1yr, 200hr) warranty time is over. If not, all this down time is counting against the out of the box warranty. Good luck.

[Semper Fi]

Just in .... in response to my question on whether Sears is going to stock parts at the repair center in the future:

"Hi Mr. Stewart,

In response to your request, I spoke with the Parts Lead and was told that because
these machines are new to our repair facility there have been some problems getting the
parts in a very timely manner. We will be stocking some parts needed to most repairs
and of course, there will be some that will have to be ordered elsewhere.

Unfortunately, at this time, the parts needed to complete the repair on your unit are not
kept in our inventory. This may change in the future; we can hope.

We sincerely appreciate your patience and your business and we will be working very hard
to get your product repaired and back to you as quickly has possible.

Thank you.


He who is slow to anger has great understanding,
but he who has a hasty temper exalts folly.

Joi Cross, Customer Notification
Sears Unit 8047
3845 Grader Street, Ste A
Garland, TX 75041
214/342-9652"

[SilentBob]

This may change in the future; we can hope.

That about sums it up :rolleyes:


He who is slow to anger has great understanding,
but he who has a hasty temper exalts folly."

Maybe you should add a signature to your messages;
"The squeaky wheel gets the grease" ;)

[forqnc]

Sears service is a joke,


I smell a rat in the woodpile.




He who is slow to anger has great understanding,
but he who has a hasty temper exalts folly.



I really Admire you guys patience in this matter, I do not know what I would have done by now. Well I can imagine what I would like to be doing :rolleyes:
Good luck on having this issue resolved a soon.

[gsrice]

Hey all --

Last night got that long awaited call from Sears saying my machine was in town and come get it --

I did -- ran right down this morning -- only to be given the machine in a beat to heck box, and told it could not be fixed due to numerous shorting issues -- Then I was told to take it to the local Sears retailer with some paper work for replacement -- OK -- did that with my other machine --

Got to SEARS they took it, but just like my other machine a month ago, the machines are not in the system -- thus they are not able to order replacement machines until they are in the system, -- until then I can't even get on the list to order one --- nor will SEARS allow me to place my order -- so I'm on a backorder list for my backorder -- SEARS will not refund my $ either --

Another tid bit to my tail -- the repair center said they have only sent my machines in for repair and one other -- the other came back yesterday with mine -- same thing -- could not be repaired and was to be replaced.

3 and 4 months respectively without my two machines and counting

Things don't look good.

Greg

[KevinO]

Just thought I'd add my tale to the ongoing Sears Extended Warranty story. After reading all the problems with it on this forum, I called Sears to find out the status of my warranty. After the usual 20 minute shuffle, I got to someone who told me that Sears stopped offering the extended warranty on the day that I bought my machine (February 2, 2008) and that they sold it to me by mistake. They also told me that they weren't going to honor it. After asking when they planned to tell me, I demanded a full refund for not only the extended warranty but the machine as well, even though the machine was out of the 90 day return period.

They have agreed to take back the machine for a full refund and I will be contacted by UPS for return instructions.

I hate to send the machine back because it has worked flawlessly for over three months, but I won't be screwed with by anybody, including Sears. I will talk to CarveWright about buying a machine direct from them, but I may also wait to see if they come out with CarveWright II.

[SandBuoy]

Just curious and wonder if any of you getting a replacement machine from Sears on an old unrepairable one have asked this yet?

If you bought a machine with the extended 3-5 year warranty, Sears says they can't fix it and takes it in for replacement of a new one...Does the extended warranty apply to the new machine or do you loose the extended warranty?

Seems to be a real catch 22 on these extended warranties if Sears decides not to fix the problems and just replaces them. I can't imagine them renewing the extended warranty on a new machine unless they take it from the time you purchased it. BTW, I was told the other day I have 1 year to turn in my 5 year extended warranty for a full refund. Said that was policy on all extended warranties from Sears. Never heard of that before and its a new one on me.


Sears has to have a ton of returned machines laying around. I can't imagine CW taking back the machine Sears is taking back. Maybe they are selling they used machine to someone thats repairing them and those are the ones landing on ebay.

[beachman]

Just talked to sears rep in texas,my machine has been repaired and is in transit back,I'll believe that when i put it in my shop and run it.

[Semper Fi]

Mine is also on its way back........... within hours after I started to escalate up the management chain down in Garland, Texas. I questioned what was done to my machine and why it was waiting for a spindle and two conveyers (traction belt assemblies) when the reported problems were the memory card/reader and a Z Axis failure (carving higher and higher, after starting to carve normal). I wanted the contact who could tell me what was done and why they were waiting for these other parts. I really don't have high expectations on the machine coming back in a repaired state. We'll see.

[Semper Fi]

Well it's back! And not a darned thing I reported was fixed. They replaced the traction drive assemblies and the spindle.(neither of which were causing problems) I can see the traction drives are new, but I'm not sure about the spindle. They included a carving with the machine that started out at one depth and gained altitude as it went along. (one of the original complaints) I haven't pulled the flex shaft to check the spring yet, but it wasn't listed as a part that was replaced.(also an original reported problem) The memory card and reader/writer are inoperable, just like they were when they went in for repair. I'm leaving for three weeks on a trip, but when I get back I'll see if their "unique diagnosis" was correct. Anybody want to bet it was?? I'll probably be going after my money back and buying another "Carvewright" machine to back up this one. At least I should be able to swap parts between them to diagnose problems. No more 6 weeks away for nothing! Sears "Master Protection Plan" is neither!

[Gunner]

11 weeks and it's finally back from Sears. The box is beat up bad. New flexshaft, new belts, new cut motor, new sensor. They didn't replace the Z-truck, the bearings were making noise. Flexshaft and spring laying in bottom of box covered in dirt, cleaned and lubed that...waiting for it to dry.Oh, almost forgot, they sent along a carving in red oak, I guess that means they want me to believe they tested the machine. Will try a couple of carves in the morning. I can only hope, fingers crossed.

[beachman]

Got mine back Friday from sears,have done 2 carvingsand all seems well,they did not clean out any of the grease they loaded the machine with,so i guess i'll take a couple of months and get out as much as i can,other than that and the fact i had been without it since March 22nd,all seems to be working fine(knock wood)

[Semper Fi]

I haven't updated this post since May because I was out of town for a couple of weeks and I wasn't able to pursue the issues.

I sent my machine back in to Sears on 6/5 and they were to have given it priority treatment because of them failing to fix the reported problems. On 6/19 I got a status message from Sears that it was on the line awaiting a technician to look at it. On 6/21 (Saturday morning) my status was changed to "in transit to drop off point". I didn't check the system on Friday, but I'm assuming that's when the status changed. Some priority service! Awaiting machine's arrival and test. More when I know more......... have Sears' CEO's name, address and email. Guess who is going to get a letter? This has been ongoing since March 25th.

Ernie

[beachman]

I feel for you, i,d rather have to go to the dentist than send my machine back to sears,but so far mine is still working

[Eagle Hollow]

This helps to understand some of the problems experienced with Sears 5 year warranty.

2. Sears Holdings. Moody's summed up the problems at Sears better than anything we have read. The ratings agency said "a fair amount of Sears' operating difficulties remain self-inflicted, in particular on the softlines side." The company's chance at offering low pricing and high quality merchandise were lost fairly soon after Eddie Lampert put Sears and K-Mart together. He and his management were never able to challenge the Wal-Mart and Target models of "everyday low pricing". Much of the company's cash was used for share buy-backs. The recent replacement of the SHLD CEO is merely window dressing. The company has been unable to explain how it plans to dig itself out of this hole. The stock is down over 55% over the last 12 months.

[zman]

I have had my Compucarve for 2 months. The dust collector blew a hole in the fabric. I probably have 25 hours on the machine. I called LHR and was told that this was not covered under warranty. They gave me some terminology (Wearable Part) and added that the flex Shaft is also not covered. I went to Sears and showed them the collector, at first they did not have a clue as to if it was covered. I had to go home and call them back with the Sears Part #. I at that time looked up the Master Protection Plan which I bought 5yr. It states that EVERYTHING is covered for the first 3 years and 10% off wearable parts after that. This was Sat. on Tuesday I got a call that the part was ordered and today I recieved an email from LHR that Sears had ordered and PAID for a Dust Collector and was being shipped to me.

Thanks Sears !!!

[AskBud]

OK, I know that the purists will instantly say "Go to LHR for all repair". However, I purchased from Sear's and got the Extended Warranty as well.
My unit came back from Garland TX yesterday (5/2/2008). I set it up and ran two projects totaling 6 hours. My third project (2 Hours) failed at about 25%. The display went blank and restarts gave various errors.

It gave Truck Failure(s), and 236/246 Error(s).

I have followed all the helps and have found the following problems, and possibilities:

1) The Ribbon that connects to the Truck is loose and loses connection. (There seems to be no “keeper” for this ribbon).
2) The Electronic display has gone blank, or does not activate. (It went blank on the first failure, and has wavered on various trouble-shooting tests).
3) I have re-programmed the Memory Card, just to make sure it had not gotten corrupted by the failure’s (This has not helped).

I just returned it to Sear's (to be repaired at Garland TX, again). My aim is to hold Sear's accountable for the repair, as they need to get their ducks-in-a-row before all these 3 & 5 year plans come into effect. Again, Yes I Know "LHR is best" however, the potential cost savings on the 5 year plan seems to prompt me to continue holding their feet to the fire.
AskBud

Update 6/24/2008
Well the unit was returned to me the evening of 6/23/2008. I tested it 6/24/2008 (just finished a 2 hour carving at 10pm) no visible problems.

The invoice shows these parts replaced this time around:
37; 110; 104; 128; 44 - at no cost to me (other than time). The parts ran to $503.63 and Labor was $139.00 All covered by warranties.
AskBud
Update 6/25/2008
I'm on my 2nd day and 2nd carve since the return from Sear's Garland. So far, so good.
AskBud

[Semper Fi]

Got my machine back yesterday and they replaced the flex shaft again, as well as the cut motor. That would have been fine, except they replaced the flex shaft the last trip and it probably had 2 minutes on it since then, because they failed to fix the problem that was reported and it failed on the start of the first test carve. As for the cut motor, that was nice of them, but the reported problem was a Z axis stall, error 236. The machine steadily gained altitude until it wasn't cutting on the wood at all and when it was finished and tried to go up to home position, it ran out of truck and gave the error. It obviously thought it was still down in the wood when it finished the "ghost" carve. I have sent the mpc of the test carve, the piece of wood that failed when I carved it and a detailed letter describing the error and how to recreate it. If it comes back this time and fails again, I'm going to go for a new machine. Although the contract does state they have the option of refunding my money for the contract. They have had my machine except for the time it took me to test it, since March.

[gsrice]

Well sears replaced my two machines after much todo ---

Got one out of the box brand new --

Second one however, had some issues - checked the clock when I got it -- said it had 20 minutes on it -- as did the first - got a pattern going and the Y Axis failed -- call LHR, and read of the serial number -- it was a gen. 1 machine and was registered to someone else- I explained what was going on and they helped me out -- interesting -- well we got the Y axis problem solved, then the power supply died -- So called Sears customer service - again - and expressed my disappointment of getting a used, broken machine -- they told me to take it back to the store, not the service center -- I did -- without out blinking they refunded my money -- for the past 4 months waiting for my repairs/ replacement they refused to consider a refund-- all of a sudden now- here's your money back, no muss no fuss -- Interesting --

Think I'm going to try and get along with one for a while --

Greg

[SandBuoy]

For what it is worth, I was told the other day the bottom fell out of Sears and CW negociations. Looks like Ace may have gotten the contract and Sears lost out. The Sears manager here had me come in about a month or two ago to talk with him. He wanted me to make a litho and sign for them to display with the machine once things got settled. Said for now, there isn't any interest in them as it looks like the CC isn't going to be sold by them anymore.

[Semper Fi]

Greg, you didn't mention............ did you get your money back on the maintenance agreement too? I assumed the first machine was under Sear's MA.

Ernie

[gsrice]

Got back everything -- price / tax / warn. $ -- I really got the feeling that a decision was made out side of my store -- they did blink - All they wanted was my receipts and bang! money was returned to my account.

Still have the other one with a 5 year on it ---

Greg

[Semper Fi]

I just got off the phone with a person named Edward in Texas. He first offered to send me the Z Motor and Z Truck, but then called back and told me his supervisor wouldn't authorize that because the machine is under warranty. I ask him if he was a customer support kind of person or a technician. He assured me he was one of the technicians that worked on the Compucarve. He has agreed to replace the Z Truck and the Z Motor, as well as the memory card and reader. He also assured me that my machine would go to the head of the line because that's how the returning machines are handled that weren't fixed the first time.

This is at least a warm body seeming to care down there, who has taken the time to actually try and understand what the problem is. 'course it could have something to do with the third time being sent down for the same thing, or my friendly Sears Store owner rattling some cages.

Ernie

ps. Just got off the phone with Jason Allen from Little Red Woodshop. Ordered one of his Generation 3, new machines. Over three months and counting........... I can't wait for Sears to learn how to fix these machines any longer!

[Semper Fi]

I haven't posted on this thread for awhile, my machine is still in Texas and waiting for parts.
My Sears store owner finally got management in Texas to return his call, and they still insist LHR has a backorder for the Z Pack. He requested a new machine be sent to me because of the length of time they have had the machine without fixing it. The manager said she would get back to him on this. He told me if she doesn't get this resolved by Monday, he is going to escalate her.............. we'll see were that goes. Thank goodness I bought another machine from Carvewright!

[Semper Fi]

I finally got my machine back and it is better, but not fixed. The first test carving was uneven on the depth of the cuts and left ridges on the cut surface. I took the same board and card to my Carvewright machine and it carved the test flawlessly. I've taken the test board into my Sears store on Friday and the owner is pursuing getting me a replacement. He put in calls to Texas and his District Manager, but hasn't heard anything back yet. This is his first time to try and get a machine replaced under a 3 time failure with the Master Protection Contract. Has anyone been through this process? I know he'd appreciate any help, as would I.

[Don Butler]

I saw the video demo on the Sears machine on the WOOD magazine forum site. Then I called the nearest Sears store.

The guy in the tool department wouldn't even come to the phone to talk to me about it. He said, through the lady who answered the phone, they were not going to have the machine, it's too much trouble, go to the manufacturer.
He was abruptly uncooperative. After a great deal of digging I realized what "too much trouble" meant. It means they found out it was more complicated than a socket wrench and couldn't be bothered with it.
I bought a CarveWright.
I'm done with Sears. Going to the store is exactly like going to a Kmart. There's nobody on the sales floor. When you finally find somebody he/she knows less than the counter people at McDonald's. Then you find out they don't want to know anything.
All I ever get at the Sears store is bad attitude.

d...

[TerryT]

There's nobody on the sales floor. When you finally find somebody he/she knows less than the counter people at McDonald's. Then you find out they don't want to know anything.
All I ever get at the Sears store is bad attitude.

d...
All that aside, the machines are only available on the sears website (at least as of a couple of weeks ago). They are not stocked in any of the stores but Sears will ship direct to you.

[Dan-Woodman]

So what your saying is LHR slaps a Compucarve sticker in place of the Carvewright sticker and ships it. I think I'd stick with LHR too.
I wonder how Lowe's is going to like handling it.
Later Daniel

[TerryT]

So what your saying is LHR slaps a Compucarve sticker in place of the Carvewright sticker and ships it. I think I'd stick with LHR too.
I wonder how Lowe's is going to like handling it.
Later Daniel

I am going to stick with LHR for my next machine also. Hopefully in a month or so.

[Semper Fi]

Got a call from my store owner yesterday. Seems after getting to his district manager and them verifing with Texas my history, within 15 minutes they told him they are shipping a reconditioned machine to replace my old one. I wonder who reconditions these machines? I hope it isn't Sears in Texas. I'm done with Sears and their "Master Protection Agreements".

[forqnc]

I must say I have admired your patience with all of this Semper Fi, will you get to keep the bad machine, for your trouble?

[Kenm810]

Thanks Ernie for all the info,

I've been following the saga of you CC Machine over the last several months, and find that I have to agree with you.
I nailed my copy of the Sears "Master Protection Agreement" to the wall behind my shop office desk over a year ago.
I guess that's where it belongs and that's where it will stay, as a reminder to me. http://forum.carvewright.com/images/smilies/icon_confused.gif

[Semper Fi]

No, I don't get to keep the bad machine. Too bad too, because they put the new Z Pack in it and a bunch of other new parts that have almost zero hours on them........ because the first test always failed.

[Hexe SA]

all the hazzle you went thru the machine is the least you should keep. We are taking 6-7 month on repair and than refurbished???????????? instead off new??? They were wasting your warranty.
Eva

[Semper Fi]

Sears store owner has told me that he was told there is no warranty on this reburbished machine and recommended that I keep the protection agreement until I'm sure the machine is ok, then cancel it. From the time it is taking to get here, I have a hunch that it is coming from LHR. If that's so, the machine should have a 6 month warranty, I think. We'll see.

[Semper Fi]

Well, it's over for me with my Sear's machine! I have received my refurbished machine and registered it with LHR. I had a small problem and in my call to LHR I asked if it was covered under their warranty. Omar assured me that it was for 6 months. So good-bye to Sears' Master Protection Agreement!

[Audie]

Well, it's over for me with my Sear's machine! I have received my refurbished machine and registered it with LHR. I had a small problem and in my call to LHR I asked if it was covered under their warranty. Omar assured me that it was for 6 months. So good-bye to Sears' Master Protection Agreement!

Ernie,

So glad to hear that your saga is finally over. Dang, this has been a painfully long journey for you and you have maintained with a great attitude throughout the ordeal! I salute you Marine!

Audie

[Kenm810]

Ernie,

Great News, life is good again, -- Hallelujah, One more problem ya can Nail to the Barn Door!

[HelpBot3000]

Ernie,

Glad to hear your "epic journey" is over and you can get some carving done. To anyone who has heard otherwise the Reconditioned CompuCarve machines at Sears do carry a 6 month/100 cut hours warranty as opposed to the 1 year/200 cut hour warranty of the standard machine.

[want2b]

Started to try and fiqure it out but lost the train. For those of us that have purchased the Sears extended, what I would like to know is following.
1. From the date you contacted Sears how long were you without the carver?
2. Regardless of all the irritation you went through, would you do it again? Duh(probably dumb?)
3. May have missed it due to the timeline, did you have the extended warranty?
4. See they gave you a refurb with a 6 mon warranty from LHR, if you had the extended warrranty which expires first and will Sears honor theirs if it is longer on the refurb machine?
Thanks for your feedback , don't know what I would have done.
Rick

[Amonaug]

Sear's warranty kicks in after LHR's warranty expires.

[HighTechOkie]

I know some warranties do NOT transfer to a replacement. I do not have a copy of the Sears warranty to know what their policy is. Just something to look into.

Rob

[Semper Fi]

Started to try and fiqure it out but lost the train. For those of us that have purchased the Sears extended, what I would like to know is following.
1. From the date you contacted Sears how long were you without the carver?
2. Regardless of all the irritation you went through, would you do it again? Duh(probably dumb?)
3. May have missed it due to the timeline, did you have the extended warranty?
4. See they gave you a refurb with a 6 mon warranty from LHR, if you had the extended warrranty which expires first and will Sears honor theirs if it is longer on the refurb machine?
Thanks for your feedback , don't know what I would have done.
Rick

1. I first took my machine to Sears on March 25.
2. H**l no!
3. Yes
4. Sears said the extended warranty would transfer to the new one.

[Semper Fi]

I'm done with Sears. I have requested my money back on the extended warranty and put the replacement machine up on eBay without even trying to carve with it. The machine looked to be updated with all the new mods, but I have my new Carvewright and don't need two machines. I put the money toward a new cabinet saw and you can bet it ain't a Sears! Oh, one last thing, the new Carvewright has worked without a hitch!!! You've gotten it right, LHR!