Disappointed With Sears Guarantee

I wonder if the warranty has changed I just put in new sears windows
and I love them in my warranty it states that any glass breakage would
be covered except acts of god or riot. I am very happy about the
warranty on glass breakage with Sears.

I am just going to try and give you a little insight from a Sears
Sales Rep In California. I have been a SEARS Sales Rep for a little
over a year and will give you a little honest insight. I had a
customer that I sold 12 windows too in the bay area from 2006. In
early 2007 this customer called me and asked if we would cover
replacement if the window's were shot out in a drive by shooting that
occurred in the neighborhood. I informed the customer that they should
just call service and tell them the window's were broken and they did
not know what happened. Not only did SEARS replace both windows
completely at no cost but SEARS never even questioned the case of the
breakage. Needless to say the customer was quiote relieved. SEARS
windows are accompanied by a warranty pamphlet put out by Simonton
window manufacturer which Manufactur's Sears windows but does not sell
a window of there own to Sears specs. Sears however does hand out the
Simonton warranty pamphlet as a guide. However you are buying a high
quality replacement window and high caliber installation quality with
the best warranty in the industry. If your window does sustain damage
and there is a hole for them to put the new window in Sears will honor
the commitment in my experience. Not sure about a Hurricane though I
think that may have been a bit of an overstatement and that would fall
to the homeowners insurance policy. Also Sears will replace the
windows at no cost for the first 3 years then after that you will be
charged a service call fee typical of an appliance repair visit or
similar product usually ranging from 50-100 bucks for replacement.
Still a great deal. With Sears you are paying more but we live by the
saying you get what you pay for and your home improvements are only as
strong as the company backing them.

Scott in Northern Cali

You should have been unsure of the salesman guarante. nothing in this
world is 100% guaranteed. cme on thats just commen sense.

I've never heard of a dog breaking a window. I'd honestly be more
concerned about the dog :S

Some posters are using the term "warranty" but that's not what the
Sears Guarantee is. The Sears Guarantee is a 92 year old statement.
You didn't pay extra because of the guarantee but, from what I gather
from your letter, the salesman makes it sound like the premium price
was because of the guarantee. This salesman was full of it and needs
to be reported. If Sears does get back to you hopefully you can give
them enough information to identify this nit wit. Whether or not you
knew what your were agreeing to is BESIDES the point. The point is,
and you made it, Sears "Sales People LIE". By the way, good letter.
Here is the "Sears Guarantee" statement.


"We Guarantee.

That each and every article in this catalog is exactly as described
and illustrated.

We guarantee that any article purchased from us will satisfy you
perfectly - that it will give the service you have a right to expect -
that it represents full value for the price you pay.

If for any reason whatever you are dissatisfied with any article
purchased from us, we expect you to return it to us at our expense. We
will then exchange it for exactly what you want, or will return your
money, including any transportation charges you have paid.

Sears, Roebuck and Co. Chicago and Seattle, Wash"

The contract never outlined the guarantee it just said Sears
Guarantee. I didn't get a copy of the guarantee until after the
installation.

You should have read the warranty first. I'd say you learned an
expensive lesson.

I do get what she is saying. Although she should have read the
contract before signing.. the sales person should not have mentioned
things that were not going to be covered under warranty just to get a
sale.

I assume you signed an agreement or contract with Sears when you hired
them to replace the windows? That would be the time to get the
guarantee in writing. If you didn't read what you signed, it's
probably too late to do anything about it now.