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I went online to find what went wrong, and began with the tractor part number, and was able to drill down into the engine and and select the proper parts. Calling the toll free number, I was offered many apologies, but they were only going to allow me to return one of the push rods, despite their being in their original packaging. I argued that they had been purchased based on their manual, and eventually, I got the entire purchase refunded and ordered the new part.
But here's the wasteful part.
I asked how to return the push rods to Sears so that they could be sold to someone who needs them. The person on the phone told me that it was "not cost effective" to actually accept the parts back into their inventory, and to "throw them in the trash."
I was shocked by Sears' attitude. I understand that the return postage probably costs more than the value of the parts, but it's the principle of the thing! We used to have a parts depot here in Portland, so we could compare parts before purchasing to ensure we had the right parts in hand. Now, if the parts don't fit, throw them away.
Shame on you, Sears. I'll think twice before purchasing a Sears branded piece of yard equipment again.
James, similar story here... I ordered a motor for my ice maker, using the sears online diagram, for my model number. The part does not fit. I have exchanged no less then 7 emails with them to get an RMA number and an address to send it back to.
However, I have still not received that information. these emails trickle in at the end of the business day, so it's been over a week. I'm so disgruntled, I just want my money back. I have contacted my bank to dispute the charges and they still don't care... What has happened to Sears?