SEARS-Can you believe this?
02-26-2002, 05:05 PM
#1
Burning Brakes
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SEARS-Can you believe this?
As Porsche afficianodos I would venture to guess that most of us know every nuance of our cars. So check out what happened to me and let me know what you guys think I should do about it:
The only smart decision I made when I began having starting problems with my 88 951 was to decide to bring the car in to get the 3 year old SEARS Die hard battery (with 60 month warranty) checked. This instead of first digging around for current drains, running alternator tests or suspecting flywheel sensor or other obscure random problems. So I head over to the local SEARS Autocenter here in Miami where the mechanic pops the hood, pulls out the battery, tests it and tells me the thing is toast. He pulls a new one off the shelf ($100-%30 for residual value) and tells me it's another $13 to put it in. This is when the problems start. I say, it's 2 bolts- I'll put it in myself in the 10 seconds it takes and save the $13 for lunch. The guy tells me not to bother, and goes ahead and bolts her in for me while I'm paying the bill.
So I get out to my car to leave as he's finishing and notice my windshield has 3 2-4" cracks in it originating from a single point in the far right corner closest to the battery. You guys can already probably figure out what happened but I stood there for a minute trying to remember when I might have caught a rock and how it would have reached such a weird spot right next to the rubber seal tucked in kinda behind the hood. All of a sudden it hit me that the mechanic in all probability excessively over raised the hood (perhaps with the help of another mechanic) and jammed the corner of the hood into the glass while gaining room to put the battery in. The more I thought about it the more sure I became that this was what happened as I noticed the clearance from the hood to the glass when normally open is only about an eigth of an inch. One could easily just torque the hood into the glass (beware!) if they weren't careful.
So I brought it to the attention of the mechanics. They couldn't seem to understand how they might have had anything to do with it. One of them suggested using some super glue to prevent the crack from extending all the way up the glass. Well, the denials continued and since at the time the manager wasn't around and I had to get to work I decided to deal with it later. Well sure enough by the next day or so the crack extended another 1.5 feet just like the guy said it would. So I eventually got hold of the manager, drove over to show him my car and then listened as he subsequently went on to tell me that his mechanics denied dropping the battery on the W/S and that in his view it was most likely cracked before his mechanics ever touched the car. He even went further and suggested that not only did he think that I was attempting to deceive them but that I probably caused the crack myself since I described a plausible mechanism of action. I couldn't believe the audacity. I thought to myself I managed to do a complete HG repair without busting the W/S how could your boys screw up a battery install. What really irks me is that he didn't even stop to consider that as a good repeat customer my version of events could be possible.
The other interesting thing is that I carry full insurance on the car which includes glass coverage. If I was anything but certain that Sears was at fault I could easily just send a claim into my insurance co and have them fix it. Didn't seem to matter to this guy or the district manager who I later spoke to. Wouldn't cost me anything although who knows if it would in some way affect my rates. But for the principal of the thing it's hard to believe that SEARS has taken such a cavalier attitude - especially to a longstanding customer.
So do you guys think I should just forget it, stop shopping at SEARS and have my insurance co deal with it or do you have other creative suggestions to resolve this. Thought I might just send the manager a copy of this post if it generates some interesting feedback.
Anyway, thanks and sorry for the long rant.
Mike
The only smart decision I made when I began having starting problems with my 88 951 was to decide to bring the car in to get the 3 year old SEARS Die hard battery (with 60 month warranty) checked. This instead of first digging around for current drains, running alternator tests or suspecting flywheel sensor or other obscure random problems. So I head over to the local SEARS Autocenter here in Miami where the mechanic pops the hood, pulls out the battery, tests it and tells me the thing is toast. He pulls a new one off the shelf ($100-%30 for residual value) and tells me it's another $13 to put it in. This is when the problems start. I say, it's 2 bolts- I'll put it in myself in the 10 seconds it takes and save the $13 for lunch. The guy tells me not to bother, and goes ahead and bolts her in for me while I'm paying the bill.
So I get out to my car to leave as he's finishing and notice my windshield has 3 2-4" cracks in it originating from a single point in the far right corner closest to the battery. You guys can already probably figure out what happened but I stood there for a minute trying to remember when I might have caught a rock and how it would have reached such a weird spot right next to the rubber seal tucked in kinda behind the hood. All of a sudden it hit me that the mechanic in all probability excessively over raised the hood (perhaps with the help of another mechanic) and jammed the corner of the hood into the glass while gaining room to put the battery in. The more I thought about it the more sure I became that this was what happened as I noticed the clearance from the hood to the glass when normally open is only about an eigth of an inch. One could easily just torque the hood into the glass (beware!) if they weren't careful.
So I brought it to the attention of the mechanics. They couldn't seem to understand how they might have had anything to do with it. One of them suggested using some super glue to prevent the crack from extending all the way up the glass. Well, the denials continued and since at the time the manager wasn't around and I had to get to work I decided to deal with it later. Well sure enough by the next day or so the crack extended another 1.5 feet just like the guy said it would. So I eventually got hold of the manager, drove over to show him my car and then listened as he subsequently went on to tell me that his mechanics denied dropping the battery on the W/S and that in his view it was most likely cracked before his mechanics ever touched the car. He even went further and suggested that not only did he think that I was attempting to deceive them but that I probably caused the crack myself since I described a plausible mechanism of action. I couldn't believe the audacity. I thought to myself I managed to do a complete HG repair without busting the W/S how could your boys screw up a battery install. What really irks me is that he didn't even stop to consider that as a good repeat customer my version of events could be possible.
The other interesting thing is that I carry full insurance on the car which includes glass coverage. If I was anything but certain that Sears was at fault I could easily just send a claim into my insurance co and have them fix it. Didn't seem to matter to this guy or the district manager who I later spoke to. Wouldn't cost me anything although who knows if it would in some way affect my rates. But for the principal of the thing it's hard to believe that SEARS has taken such a cavalier attitude - especially to a longstanding customer.
So do you guys think I should just forget it, stop shopping at SEARS and have my insurance co deal with it or do you have other creative suggestions to resolve this. Thought I might just send the manager a copy of this post if it generates some interesting feedback.
Anyway, thanks and sorry for the long rant.
Mike
02-26-2002, 05:25 PM
#2
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there's a reason those guys work at sears putting in batteries and balancing tires instead of working at a real garage... and it has a lot to do with dropping out of vocational school because it got in the way of drinking budweiser and watching nascar.
heh. send that to the manager.
i won't even start on my sears stories, except to say that my last visit to one of their fine establishments ended with me taking back my car (the ford) without paying (i had the cooperation of a cool mechanic) and vowing never to return, which i have not.
heh. send that to the manager.
i won't even start on my sears stories, except to say that my last visit to one of their fine establishments ended with me taking back my car (the ford) without paying (i had the cooperation of a cool mechanic) and vowing never to return, which i have not.
02-26-2002, 05:28 PM
#3
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Mike,
It definately sounds as though the Sears mechanics cracked the windshield--unfortunately since you removed the car from the premises prior to bringing it to the attention of a manager, you may not have much recourse.
It definately sounds as though the Sears mechanics cracked the windshield--unfortunately since you removed the car from the premises prior to bringing it to the attention of a manager, you may not have much recourse.
02-26-2002, 05:46 PM
#5
Three Wheelin'
Sorry to hear about your misfortune. BS's post couldn't have said it better. I haven't owned my 951 that long, only 2.5 years, but one thing I've learned quickly in that time....if you want it done right......you've gotta do it yourself.
Tom
'87 951
'86 Supra
Tom
'87 951
'86 Supra
02-26-2002, 05:51 PM
#6
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Hate to say it but your mistake was to bring your car to Sears in the first place.
I have not been to Sears since I needed a battery charger (a year or so). After seeing all the "K" cars, bondo buckets, and rusty cans they work on I just don't have the confidence in the service.
I have not been to Sears since I needed a battery charger (a year or so). After seeing all the "K" cars, bondo buckets, and rusty cans they work on I just don't have the confidence in the service.
02-26-2002, 06:13 PM
#7
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kick his ***.... enough said 
thats my way of doin it..
other way...like someone said above. take pictures and sue. But did they over torque the hood while lifting it? or did they smack the battery against the windshield???
Either or can be admissable in a small claims Court.
thats my way of doin it..
other way...like someone said above. take pictures and sue. But did they over torque the hood while lifting it? or did they smack the battery against the windshield???
Either or can be admissable in a small claims Court.
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02-26-2002, 06:26 PM
#8
You have to get a hold of someone that is higher up than the manager and the district manager. Look for a number on sears website and give them a call and let them know the situation. They will make the store settle quickly.
I know someone that had a similar experience at Pep Boys.
I know someone that had a similar experience at Pep Boys.
02-26-2002, 06:28 PM
#9
Nordschleife Master
Small claims court is usually a pain in terms of time expended, and the judge probably won't be too sympathetic if he or she knows your insurance will cover it.
Plus, it's your word against those of the fine, upstanding Sears guys. Look on the bright side, you've done some damage to them with this post.
Why not ask your insurance company for help? They'll let you know if you have a hope, or might even go after them for you?
Plus, it's your word against those of the fine, upstanding Sears guys. Look on the bright side, you've done some damage to them with this post.
Why not ask your insurance company for help? They'll let you know if you have a hope, or might even go after them for you?
02-26-2002, 06:46 PM
#10
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Sears has been off my "visit" list since they tried to rip me off on an alternator repair several years back. Turns out it wasn't the alternator, but the DieHard that was still under warranty. They tried to stick it to me for a new alternator saying it was to blame. Later test showed the alternator was good and they did refund my money. <img src="graemlins/cussing.gif" border="0" alt="[grrrrrrr]" />
02-26-2002, 06:54 PM
#11
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I had a nice run in with Sears when I bought some some tires from them a couple months ago. The idiots put the front set of tires on the right side of the car and the rear set of tires on the left side of the car. They atleast had the rims in the right place. So I had a 225 on the left front rim and a 205 on the right rear rim. One bulged out about two inches over the rim and the other looked like it was stretched to the limit. After noticing this right away when I walked out to the car. I went back and ask the "mechanic" to walk around the car to see if he noticed anything wrong. He didn't. So I got the manager and asked him to take a look. He failed to to notice it either. This is the part that really tweaked me was when I told him what was wrong, he didn't even apologize, he just said they would fix it and walked away. So much for costumer service. But that's not the end of it. The "mechanic" and I use that loosely, still didn't understand what was wrong so I had to stand in the garage and walk him through it so he would get the right tire on the proper rim. Needless to say that is my last dealings with Sears.
02-26-2002, 06:57 PM
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Mike,
I'd encourage you to go the next mile if you're confident about what happened. Ask for an appointment with the store manager (as opposed to the auto shop).
Show up tidy, with a older person (dad, uncle, friend). Keep your cool, but be firm. Tell him/her you've been a good customer. Show'em your car. Demonstrate to him/her how this could happen. Make sure you do lot's of pointing but keep the explaination simple.
Ask him/her to put themselves in your shoes.
Look'em straight in the eyes and give'm the "As a good customer, all I'm asking you to do is to have Sears take responsability for their action...nothing more, nothing less. Can you do this?"
I hope this works. Just don't lose your cool if there is any chance you can get them to take responsability.
Good luck,
Mike
P.S. Don't let them install the new windshield!
P.S.S. Don't ever go back.
I'd encourage you to go the next mile if you're confident about what happened. Ask for an appointment with the store manager (as opposed to the auto shop).
Show up tidy, with a older person (dad, uncle, friend). Keep your cool, but be firm. Tell him/her you've been a good customer. Show'em your car. Demonstrate to him/her how this could happen. Make sure you do lot's of pointing but keep the explaination simple.
Ask him/her to put themselves in your shoes.
Look'em straight in the eyes and give'm the "As a good customer, all I'm asking you to do is to have Sears take responsability for their action...nothing more, nothing less. Can you do this?"
I hope this works. Just don't lose your cool if there is any chance you can get them to take responsability.
Good luck,
Mike
P.S. Don't let them install the new windshield!
P.S.S. Don't ever go back.
02-26-2002, 06:58 PM
#14
Sounds to me that the mechanic, in denying he dropped the battery on the window, described exactly what he did. I would guess he was trying to riggle the battery into place and it slipped out of his hands onto the edge of the windshield.
I'm with Tim, look for someone higher than the district manager.
I'm with Tim, look for someone higher than the district manager.
02-26-2002, 06:59 PM
#15
Nordschleife Master
Sears broke the glass somehow as it is highly unlikely that it would have walked up into a 2 foot crack the next day if it was always there.
Who knows how the thing was cracked but I doubt your hood theory or those that suggest the plastic battery case got dropped and cracked it. My guess would be the butt end of a wrench.
In any event, what to do. The Sears boys saw the crack the day it happened. And they know how it happened. If you can just get them to say it was only a couple inches long when you pointed it out to them, maybe you can get somewhere with Sears. This will likely be a tough road to hoe. I would just swear off everything Sears and let your insurance company deal with it. Sears does employ real and true morons. Every time you get mad at something just go out and post something bad about Sears. Maybe one day they will make your windshield right.
Who knows how the thing was cracked but I doubt your hood theory or those that suggest the plastic battery case got dropped and cracked it. My guess would be the butt end of a wrench.
In any event, what to do. The Sears boys saw the crack the day it happened. And they know how it happened. If you can just get them to say it was only a couple inches long when you pointed it out to them, maybe you can get somewhere with Sears. This will likely be a tough road to hoe. I would just swear off everything Sears and let your insurance company deal with it. Sears does employ real and true morons. Every time you get mad at something just go out and post something bad about Sears. Maybe one day they will make your windshield right.