Poor help from sears.com
I'm trying to figure out a pretty basic task - changing the oil on my Craftsman lawn mower. I've lost my product manual, so I figured I would easily find the answer on the sears.com website - WRONG! Here is my complete unhelpful email thread from customer service. It's so generic and "answering machine" like. I beg to know why big companies by now still are not using the internet to its fullest capacity to attempt to keep their customers happy?
From: partsdirect@customerservice.sears.com
To: tpullis@yahoo.com
Subject: Re: Question Regarding Craftsman
Date: Fri, 12 Aug 2005 10:48:42 -0700
Please include the following line in all replies.
Tracking number: UT20050810_0000005098
Dear Troy Pullis,
Thank you for choosing Sears to help you create the good life.
Sears PartsDirect supplies parts for most household appliances, lawn and garden equipment, and power tools. We are unable to provide the information you have requested. Sears does not provide technical advice over the phone or online. Our service representatives are not certified technicians, and are unable to provide information regarding product features and/or functions. Please provide a detailed part description, and we will be happy to assist you in locating replacement parts.
To schedule a service call please contact Sears Home Services at 1-800-4MY-HOME (1-800-469-4663), or schedule service online at http://www.sears.com/sr/service_order/so_productinfo.jsp.
Sears has access to over 6.6 million parts for all major brands, no matter where you bought them. If we can be of additional assistance with your parts needs, please contact us at partsdirect@customerservice.sears.com or call us at 1-800-4MY-HOME (1-800-469-4663). When you call, don’t forget to ask our phone representatives about our ‘GREAT’ monthly promotional items being offered.
PartsDirect phone representatives will be happy to provide more information and assist you with your order.
Shop sears.com now to pick up great products for the season.
http://www.sears.com/sr/entry.jsp?eid=1&sid=S0016300040000600081
We appreciate your business and thank you for choosing Sears.
Vanessa R.
Sears Customer Care
partsdirect@customerservice.sears.com
1-800-4-MY-HOME (1-800-469-4663)
> -----Original Message-----
> From: troy pullis
> Sent: Aug 10, 2005 6:53:03 PM MST
> To: partsdirect@customerservice.sears.com
>
> My model is: Model Gas, Walk Behind Lawnmower - 917378772
>
> I do not see any details of how to change oil on the website you
> listed below. Just spoke to my dad and he said his Toro requires you
> to tip the mower to the side and drain it out the same hole you add
> oil in. Perhaps this is the same on this Craftsman mower. Please
> advise.
>
> Troy Pullis
>
> --- partsdirect@customerservice.sears.com wrote:
>
> > Please include the following line in all replies.
> > Tracking number: UT20050731_0000002882
> >
> > Dear Troy Pullis,
> >
> > Thank you for contacting Sears PartsDirect.
> >
> > We are unable to post online manuals on our web site in a downloadable
> > format. Sears does not manufacture the products, therefore, we do
> > not have copyrights to the owner's manuals. We apologize for any
> > inconvenience that this has caused.
> >
> > We will be happy to provide the information you have requested. In
> > order to assist you further, please provide the model and serial number
> > directly off your lawn mower.
> >
> > The model number will usually be located on a sticker or plate next
> > to the serial number. If your product is a Sears brand, "Kenmore" or
> > "Craftsman", the model number will consist of three digits, a decimal point,
> > and six-to-eight more digits (example 917.xxxxxx). For more information on
> > model number formats and locations, please go to http://www3.sears.
> > com/find/index.asp. Enter your product and follow the prompts to locate
> > information on where you can find the model number on your unit.
> >
> > Once you have located the model number, please visit our web site
> > at http://www3.sears.com. Enter the model number and click 'go' to view a
> > parts diagram and parts list of your product.
> >
> > If we can be of additional assistance with any of your parts needs,
> > please contact us at partsdirect@customerservice.sears.com or call us at
> > 1-800-4MY-HOME (1-800-469-4663).
> >
> > Shop sears.com now to pick up great products for the season.
> > http://www.sears.com/sr/entry.jsp?eid=1&sid=S0016300040000600081
> >
> > Grace C.
> > Sears Customer Care
> > partsdirect@customerservice.sears.com
> > 1-800-4-MY-HOME (1-800-469-4663)
> >
> >
> > > -----Original Message-----
> > > From: tpullis@yahoo.com
> > > Sent: Jul 31, 2005 7:12:44 PM MST
> > > To: toolman@customerservice.sears.com
> > >
> > > NAME: Troy Pullis
> > >
> > > COMMENTS:
> > > I'm looking for an online manual for my Craftsman mower. I've misplaced the manual that came in my box. I need to change the oil and do not see where the plug is to drain the old oil. This website does not seem to have any service and support info such as this, please advise.
> > >
> > > Thanks.
From: partsdirect@customerservice.sears.com
To: tpullis@yahoo.com
Subject: Re: Question Regarding Craftsman
Date: Fri, 12 Aug 2005 10:48:42 -0700
Please include the following line in all replies.
Tracking number: UT20050810_0000005098
Dear Troy Pullis,
Thank you for choosing Sears to help you create the good life.
Sears PartsDirect supplies parts for most household appliances, lawn and garden equipment, and power tools. We are unable to provide the information you have requested. Sears does not provide technical advice over the phone or online. Our service representatives are not certified technicians, and are unable to provide information regarding product features and/or functions. Please provide a detailed part description, and we will be happy to assist you in locating replacement parts.
To schedule a service call please contact Sears Home Services at 1-800-4MY-HOME (1-800-469-4663), or schedule service online at http://www.sears.com/sr/service_order/so_productinfo.jsp.
Sears has access to over 6.6 million parts for all major brands, no matter where you bought them. If we can be of additional assistance with your parts needs, please contact us at partsdirect@customerservice.sears.com or call us at 1-800-4MY-HOME (1-800-469-4663). When you call, don’t forget to ask our phone representatives about our ‘GREAT’ monthly promotional items being offered.
PartsDirect phone representatives will be happy to provide more information and assist you with your order.
Shop sears.com now to pick up great products for the season.
http://www.sears.com/sr/entry.jsp?eid=1&sid=S0016300040000600081
We appreciate your business and thank you for choosing Sears.
Vanessa R.
Sears Customer Care
partsdirect@customerservice.sears.com
1-800-4-MY-HOME (1-800-469-4663)
> -----Original Message-----
> From: troy pullis
> Sent: Aug 10, 2005 6:53:03 PM MST
> To: partsdirect@customerservice.sears.com
>
> My model is: Model Gas, Walk Behind Lawnmower - 917378772
>
> I do not see any details of how to change oil on the website you
> listed below. Just spoke to my dad and he said his Toro requires you
> to tip the mower to the side and drain it out the same hole you add
> oil in. Perhaps this is the same on this Craftsman mower. Please
> advise.
>
> Troy Pullis
>
> --- partsdirect@customerservice.sears.com wrote:
>
> > Please include the following line in all replies.
> > Tracking number: UT20050731_0000002882
> >
> > Dear Troy Pullis,
> >
> > Thank you for contacting Sears PartsDirect.
> >
> > We are unable to post online manuals on our web site in a downloadable
> > format. Sears does not manufacture the products, therefore, we do
> > not have copyrights to the owner's manuals. We apologize for any
> > inconvenience that this has caused.
> >
> > We will be happy to provide the information you have requested. In
> > order to assist you further, please provide the model and serial number
> > directly off your lawn mower.
> >
> > The model number will usually be located on a sticker or plate next
> > to the serial number. If your product is a Sears brand, "Kenmore" or
> > "Craftsman", the model number will consist of three digits, a decimal point,
> > and six-to-eight more digits (example 917.xxxxxx). For more information on
> > model number formats and locations, please go to http://www3.sears.
> > com/find/index.asp. Enter your product and follow the prompts to locate
> > information on where you can find the model number on your unit.
> >
> > Once you have located the model number, please visit our web site
> > at http://www3.sears.com. Enter the model number and click 'go' to view a
> > parts diagram and parts list of your product.
> >
> > If we can be of additional assistance with any of your parts needs,
> > please contact us at partsdirect@customerservice.sears.com or call us at
> > 1-800-4MY-HOME (1-800-469-4663).
> >
> > Shop sears.com now to pick up great products for the season.
> > http://www.sears.com/sr/entry.jsp?eid=1&sid=S0016300040000600081
> >
> > Grace C.
> > Sears Customer Care
> > partsdirect@customerservice.sears.com
> > 1-800-4-MY-HOME (1-800-469-4663)
> >
> >
> > > -----Original Message-----
> > > From: tpullis@yahoo.com
> > > Sent: Jul 31, 2005 7:12:44 PM MST
> > > To: toolman@customerservice.sears.com
> > >
> > > NAME: Troy Pullis
> > >
> > > COMMENTS:
> > > I'm looking for an online manual for my Craftsman mower. I've misplaced the manual that came in my box. I need to change the oil and do not see where the plug is to drain the old oil. This website does not seem to have any service and support info such as this, please advise.
> > >
> > > Thanks.
posted by webdh | 1:09 PM
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