For all of you who may have missed the original post, an overview: I purchased an extra set of knives for my 20 yo Craftsman jointer (113.20650). While the originals were being sharpened, I installed the new set, turned on the jointer, and ran a piece of scrap through it. One of the knives came out, tore up the cutter head and ended up in the chip collector. Bleep says I and orders another set thinking that I had not cleaned the new knives well enough, or had not set the screws in the wedges well enough, or...
Cleaned and installed these, turned on the machine, and two blades came out hitting the guard, taking a chunk out of the infeed table, scoring the underside of the outfeed table, and messing up the cutter head again. I measured the knives and discovered that they vary in thickness up to .008" from one end of a blade to the other. Width and length also vary. I wrote to Sears explaining the situation and asking for repairs to the jointer or a new jointer. They replied by refunding the cost of the two sets of knives and two wedge screws (bent by impact). I wrote back offering pictures of the damage and testimony/affidavits from LOML and neighbor as to its condition prior to the incident. Following is the letter I received in return.
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I have requested that a credit is issued in the full amount of $71.48. Thank you for the information provided to us, so that we may assist you with your situation.
I realize that our decision may be disheartening, and I apologize that we are not able to fulfill your request for a new jointer at our cost. You may contact your store to see if they are able to assist with repairs at a lesser cost than a new replacement jointer, or we will gladly take 10% off of any future price on a jointer of your choice. If you do choose to take advantage of the 10% I have approved, please contact Sears.com to place the order, and refer the customer service representative to your previous Sears.com order, seax-004642034-seaz. I have notated the order so that the rep will fulfill the requested 10% off. I appreciate your willingness to provide further documentation and witnessed, but we still would not be able to accurately verify prior performance or proper handling of the tool during replacement. If we had damaged the tool during blade replacement, then a new model may certainly be an option.
I am sorry that we have not fulfilled all of your request. You are valued as a customer. Thanks, Brian Boka Sears Product Support & E-mail Customer Direct Team Manager
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I wrote again offering to repair it myself if they would supply the infeed table and cutter assembly parts:
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Dear Mr. Boka,
I now have $71.48, no extra set of knives, and a jointer broken by your defective parts. I am not about to buy a replacement from Sears if this is how you stand behind your products. I returned the knives. Did you even measure the thickness? If so, you would see that no matter my replacement technique, the knives would not have stayed in place.
I had hoped to make this right by dint of a dose in integrity, mine and Sears. There is also a chip out of the outfeed table, but it is underneath. Thus, if you will not replace the jointer, replacing the infeed table and the cutter assembly will be acceptable. I will bolt the new parts in place and return to old to you. Or I will consent to taking the jointer to a facility of your choosing for repair by you. I will be happy to return the damaged parts if you want them.
... [some stuff about courts and the wRECk snipped]
If I am truly valued as a customer, at least meet me half way.
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Somehow, I doubt my value at this point. Will keep you all posted. mahalo, jo4hn