Sears is introducing a new and improved version of the Merchandise Replacement Agreement (MRA) at select Sears stores today. The new plan is called Sears PurchaseProtect Plan. (SPP) As most of you know not all of Sears tools carry a lifetime warranty. Hand tools do, but electrically powered tools like drills, circular saws, leaf blowers, etc., only carry a one year warranty. The Merchandise Replacement Agreement (MRA) was an optional protection plan that allowed you to get a free replacement for a tool that failed for another year after the one year warranty expired. The new PurchaseProtect program is a revision to that program and the MRA will no longer be offered after the Sears PurchaseProtect is implemented.
Why is Sears changing their MRA to the PurchaseProtect? Three main reason based on customer’s feedback.
1. Many customers do not want to replace the defective product with the same brand or model. Under the old MRA you were given an exact replacement of the item that broke.
2. The store does not carry the original item that failed, or it is out of stock. Under the old plan if the item was out of stock, you had to wait until the store got more in.
3. The price of the customer’s defective product has decreased since the time it was originally purchased. For example, a Milwaukee Sawzall cost about $169 three years ago at Sears, today the Sawzall is around $119.
The biggest improvement with the new PurchaseProtect is Craftsman and Kenmore products will get two years coverage. The SPP will also provide you with flexibility in choosing a new product to replace your broken item and convenience through a dedicated online call center. Just like the old MRA you get one year of coverage for all the eligible products. In addition, Craftsman and Kenmore products will get two years coverage.
The biggest difference will be you no longer have to return to your Sears store to exchange your product. All you have to do is call a dedicated call center or go online, give them your original receipt number and in return they will send you a Sears gift card for the original purchase price including tax. You should get your refund between 5 and 15 days after the process is completed. In addition, you won’t have to return the broken item to the store. Sears will send you a prepaid return label to send the defective product to them. If you need your tool replaced immediately you will be able to purchase a new one and Sears will mail you a check instead of the gift card.
What else?
The SPP is transferable. All you need is the original sale check to get your item replaced. You can buy another Sears Purchase Protect Plan on replacement item. The SPP will cost the same as the old Merchandise Replacement Agreement. (15% of the cost of the item) SPPs must be purchased with the product, and can’t be bought after the item has left the store. Rechargeable batteries are covered, consumable items such as light bulbs, screw/drill bits or saw blades that may have come with you tool are not covered.
Where’s the catch?
Under the new plan you must have the original sales receipt number to process your defective tool. I would strongly suggest you get organized and keep all these receipts in a safe place. The stores will no longer have a record of your sale like they did with the MRA.
Where’s the rub?
Every other retail store in my corner of the United States has a 30 or 90 day return policy on power tools. If the tool breaks after that you have to deal with the manufacture to get it fixed or replaced. Until now Sears not only was cheaper than those other stores on items by DeWalt, Bosch and Milwaukee but they also supported the product well into the manufacturer’s warranty. The other stores in my area would not. Sears will still offer those tools for less than the competitors but like everyone else Sears will no longer support a non-Sears brand after it’s 90 day return policy UNLESS you purchase the Sears PurchaseProtect Plan.
So in my opinion Sears has made this change to stay competitive with the “WalMart’s” of the world and still give you the great customer support you expect. It is a way to control their costs and still offer you the great service and support that that most other ‘Big Box” stores do not.
