as well as large appliances were only offered in-home in my old district... too many of the stores didn't have room in the shop for more than one tractor and just before mowing season the mower tune-ups alone filled te shop to overflowing. the price i quoted (or was thinking if i didn't say it), $400, covers 3 years at your house!!!!! that's what REALLY REALLY makes it a great deal to me...
PS this also means any warranty work is done onsite instead of 'loading it up'...
PPS while i have made a couple of refunds when we still offered shop MAs, the customer would usually pay for the upgrade (over the phone via S-card for ~$99 for the on-site service after apologizing for the lack of training/explainations of benefits) and retrained the associate to make sure they offered all levels of the MA not just the cheaper ones...it goes back to customer service...as it usually SHOULD w/ retail sales...
The tractor M.A. may sometimes be worth it but appliances and televisions shouldn't need a M.A. If an appliance or television has a problem in less than 10 YEARS it is DEFECTIVE!!!!!
There isn't any maintenance required on a television, etc.
Sears uses the M.A. as an excuse Not to fix defective products! If someone didn't buy the M.A. but has a defective product, Sears won't fix it, they will just say you should have bought the M.A.
The Maintenance Agreement is almost all Profit. That is why there is so much pressure to sell it. It is a rip off!! That is why Maryanne Ford store #2724, pushes employees to sell it, so she will get a bonus!
Of course Sears likes a product that is profitable- as you may not know the company is in business to make money..
The MA is a great deal if you use it. If you do not use it is a great deal for Sears. You as a former employee- even if you were fired for incompetence, should know that the MA is meant for preventative maintenance. So you see while a Washing machine may function for ten years at some pint it will need maintenance to continue functioning at a high level. I personally have neighbors who are on their third refrigerator- having had two replaced under MA
So I guess you are right- Sears should stop selling profitable products. I mean why would the company want to turn a profit?
need to maintained just like everything else... off the top of my head clean the coils on the fridge, not technical anyone can do it but when is the last time you did! this increases efficiency and the life of the coils so the appliance last 20 years instead of 10!!!
television remotes, break it get a new one one remote cost $40-$100 depending on the manufacturer/model of your tv, obviously, throw it across the room and you buy your own, but how frustrating is it to have 'mote end up in the couch, scrunched, and worthless!! you can go get a 'universal' and maybe it works, but i admit i am anal retentive and want the oem...
vcrs & camcorders should be cleaned/demagnetized somewhere between every 6-18 months... again the cost of doing this is equal or more than the cost of the ma and so it is good customer service to explain/offer it to the customer so they can make an informed decision... MAs aren't for everyone, but isn't nice to live in American and have freedom to make choices!!!
if you want more examples, just ask, i have about 15 MAs on appliances, hardware, etc. right now and i am careful w/ my money, i know where MY cost advantages lie.
if you have a defective product Sears stands behind it (as policy although there are people there who don't do their job right as there are anywhere), MAs are mainly for preventative, routine maintenace that you may or may not be able/willing to do yourself.
Sears, Roebuck, & Co. "Satisfaction Guaranteed or Your Money Back"
PS this doesn't say S'll do it YOUR way period, it says if we will do everything we CAN to make you satisfied and if you still feel we haven't done enough, you get to walk away with your money. i.e. returns w/ receipts for nearly anything for 1 year, no receipt you get the last sale price, after 1 year we prorate it out 'til after 4 years you get bumpkas... show me a retailer (other than Nordstroms) who offers better than that!