Edward S. Lampert
Chairman of the Board
Sears Holdings Corp.
3333 Beverly Road
Hoffman Estates, IL 60179

February 23, 2010


Dear Mr. Lampert,

I am writing to you to express my displeasure and frustration trying to resolve a problem with a broken cable with a Craftsman 9hp, 28” two-stage snowblower purchased about 5 years ago.

Two weeks ago, the cable that controls one of the chute directions (left-to-right) broke. I contacted Sears to order a replacement cable and was told it would cost $100. The reason given was that the cable is part of an entire chute control assembly. Therefore, a $1-5 item would cost $100 – a price that is about 1/8th the price paid for the entire snowblower.

While I clearly understand there maybe manufacturing advantages if someone purchases complete components and then assembles the full unit from those components. To not allow replacement of items that can readily break leaves the cost to repair a small component out of this world! I am struck by the cost to repair this cable and felt you needed to know that this customer thinks this approach is unacceptable.

I have been a big fan of Sears – buying my washer, dryer, dishwasher, two refrigerators and many other household products from you over the last 3-5 years. This once good relationship is called into question if the products I purchase cost that much to repair. I trust you fully understand that the true cost of ownership for a customer is not just what they pay upfront. It involves maintenance and replacement parts.

I would ask your office to look into this issue and recommend a more appropriate solution to fix my snowblower. Needless to say, it is still snowing in this part of the world and I would welcome a quick resolution to this problem.

Sincerely,
Mike

PS Model # 247.88790, Serial #1I284B10500002, & record #129728.
PSS I am also attaching the email communication with your staff – which is another matter entirely. But, I share this with you as well as I trust you too will find a training moment exists.