Ball Bearing for a Craftsman Tool Box Drawer Removal

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After writing up yesterday'southward bargain mail about a Craftsman ball bearing rolling storage cart, I turned my attention to my Craftsman vi-drawer Griplatch storage chest. The lesser draw makes a horrible metal-on-metal noise when information technology opens and closes.

I disassembled the drawer a few times and futz around trying to correct the problem. I don't think the drawer slide is worn, but it's definitely damaged. Coming to the decision I couldn't fix it myself, I tried searching for replacement slide. I wasn't finding anything via the Sears parts finder, so I emailed Craftsman.com'due south customer service.

The top drawer makes a like rubbing sound, merely it's not as loud and the drawer slides smoothly still. The bottom drawer, not so shine.

I accept dealt with Sears.com customer service earlier, and really hoped that Craftsman.com's emails were directed to associates more than knowledgeable nigh tools.

My electronic mail, while not a literary work of fine art, said:

Hello, I have a Craftsman half-dozen-drawer 16″; Griplatch ball bearing storage chest, model 95487 , and one of the drawer slides has get lacking. When opening the drawer, the slide sticks and jams and makes an atrocious noise halfway.

I have disassembled the drawer and slide and cannot notice a crusade for the consequence.

This was a heavy duty ball begetting chest that I believe I purchased in mid-2010.

I wish to obtain a replacement drawer slide (right side), or pair of drawer slides and so that I can replace myself, so that I can over again accept a fully functioning Craftsman brawl bearing storage product.

I could not find the part via Sears' part finder, and am hoping I can become a replacement slide or pair of slides equally a warranty replacement.

If a replacement slide cannot be provided at no price as a warranty part, and then can yous direct me to where I can buy a replacement?

Their response:

Love Customer,

Thanks very much for contacting sears.com regarding your warranty question.

We would similar to assist you with your warranty question, please direct all inquiries to 1-800-827-6655.  If you are needing repair, please contact us at ane-800-4MY-Habitation and we will be happy to assistance your service needs.

Thank you lot for allowing Sears to assist y'all today.

This is an automatic response.  If the information in a higher place did non properly address your question or concern, please reply dorsum with your original information.

Sears Customer Care

I replied to the email maxim I preferred for an email response. I and then went back to the contact class, pushed the browser dorsum, and submitted the email with different topics, such every bit "product information" and "other" rather than "warranty information."

I take spent fourth dimension on the phone with Sears customer service in the past, and information technology's something I would avert doing once more if possible.

A few hours later I received another message. It'south a scrap long, and then you'll have to click the button below to show the full e-mail.

Thanks for contacting Sears. It volition exist our pleasance to assist you with your tool chest.

We regret that y'all are experiencing bug with your tool breast. At that place may exist a number of possible causes for the symptoms yous describe.

Sears offers a dandy website where you tin ask expert technical questions, search for answers from other homeowners, find production manuals and trouble shooting guides. All of this and other great communication and ideas can be institute at www.managemyhome.com!

If y'all determine that you do need replacement parts for your tool chest, delight visit u.s.a. at http://www.searspartsdirect.com/partsdirect/alphabetize.activeness or call united states at 1-800-4MYHOME.

Click for the Balance

If you are unable to resolve the issue, you may arrange a service engagement by contacting Sears Home Services at i-800 4MY HOME or schedule service online at http://www.sears.com/shc/s/nb_10153_12605_NB_HomeServices?adCell=AF

We would also similar to introduce CLICK TO Chat, on our SearsPartsDirect.com website! Here, we have conversation representatives available and ready to assist yous with your part ordering needs.

Simply, click on the Become Help section on our SearsPartsDirect.com website and select, CLICK TO Conversation, where i of our chat specialists volition be happy to place this gild, along with whatever other part or production needs you lot may take.

As a reminder, fridge water filters are recommended to be replaced every six months. Delight keep this in heed when you are placing an order for replacement parts.

At Sears PartsDirect, we strive to provide the best service with the highest regards to your satisfaction.  Your perspective is very important and we would like to know how well we are doing.  Please take a moment to complete the survey that follows this email. To complete the survey refer to case ID #####.

We at Sears PartsDirect want to brand sure that all of your needs are met. Please feel free to contact the states via chat with our alive online representatives, email us at [email protected] sears.com or call us at 1-800-4MY-HOME (1-800-469-4663).

Nosotros appreciate your business and thank you for choosing Sears!

*Facepalm*

Yes, I know at that place are a number of things that could be wrong with the production. It seems to exist internal damage of some kind that could not exist remedied, and a replacement was needed.

When I first searched for a part on Sears' parts site, I used the model number taken from my 2010 order confirmation, 00995487000. I chopped off the 0's and extra 9 to get 95487.

After getting frustrated with the lack of help from Craftsman.com and Sears customer service, I hunted around and found a the sticker on the within of the top drawer. Model 706.954870. Bingo! Information technology also says 69343, which I suppose could be a serial number.

Part number M15864 matches the M15864-D printed on the side of the drawer slide. Perfect.

$xv.94 + viii.99 shipping + i.75 tax = $26.68 total. Ouch. That'southward just for 1 right-side made-in-Taiwan 14″ or 16″ full extension drawer slide. Perchance I should have ordered a left slide for the acme drawer while I was at it.

So assistance me if I go sent a non-GripLatch drawer slide.

Lesson learned: E-mail Craftsman with a warranty request and they'll tell y'all to telephone call. Answer to that email or send some other email with different "topic" option, and you'll receive a reply with a link to the parts website complete with a tracking link so the acquaintance gets credit for the sale.

At that place was likewise a bunch of unnecessary fluff about replacing my water filter and Sears' community site where I can notice "great advice and ideas."

Emailing them was a waste matter of anybody'south time.

What I did wrong: While Sears' customer service emails were nearly as to the lowest degree helpful as could be, the final paragraph in their second electronic mail fabricated me realize I was wrong to contact Craftsman or Sears – I should have contacted the parts team direct.

I had not contacted the parts section at first because I hoped a Craftsman or Sears associate would exist able to process the replacement at no charge equally part of the chest's warranty. I believe the warranty period for the heavy duty chest is 3 years, maybe 5.

Past experiences with Sears' phone customer service makes me reluctant to call them unless I really have to. Likewise that, I adopt how email leaves a paper trail for future reference.

Every tool chest and chiffonier comes with a service parts listing, but I misplaced all of mine.

In the end, I found the correct model number, which is plain completely dissimilar from the production number, and was able to get the part I needed without assistance.

If I didn't find the model number, I suppose Sears' parts department would have been able to direct me to the label's location.

I kind of get the feeling that I was expecting too much with my email, and that information technology'south almost equally if I wanted someone at Craftsman or Sears to concur my hand throughout the part-finding and replacement process. Simply that doesn't change how it looks similar all Sears' client service representatives read from my emails were the words tool chest.

I imagine the process went something like this:

• Sears client service acquaintance opens new email
• They scan and see the words "tool chest"
• They pull up standard canned warranty email and scroll to "Nosotros regret that you are experiencing problems with your [Product]
• Supersede [Product] with "tool chest"
• A associate-specific tracking link is added to the parts finder website link
• *Transport*

Granted my email was a bit long and imperfect, just I know deep down that there's nothing that could take been said differently that would accept changed the responses I received.

Despite all this, I'thousand heavily because ordering the ball begetting rolling cabinet discussed in yesterday'south deal.

Next week: How to Supercede Drawer Slides on Your Craftsman Brawl Begetting Tool Chest. Information technology'south actually quite easy, as I disassembled and reassembled all the parts when trying to locate and remedy the frictiony drawer slide.

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Source: https://toolguyd.com/so-i-contacted-craftsman-about-a-damaged-ball-bearing-drawer-slide/

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