I'm happy SBD bought Craftsman from Sears

[LanceMc]

I have this old Craftsman 1/4" ratchet I bought from a Gov contractor in Wiesbaden, Germany back in 1995 or 96. He got a DWI so he had to leave Germany like the next day so I bought this ratchet and a few sockets from him. I used it a bunch when I was restoring Airstreams for a living back in 2011-2015. I took it to the local Sears for rebuild and that's when it got the plastic selector installed. Well, it has been stripped out for years but I didn't really give it much thought because I have a really nice Armstrong ratchet that I really love. After doing extensive reading about Craftsmanon this forum in the last few months, I figured I'd try out SBD's warranty online and I'm very happy I did. They sent me a new 1/4" ratchet that is way better than the old raised panel ratchet it will replace. It may even replace my Armstrong, but time will tell.
Anyway, I'm happy SBD bought Craftsman AND honors the warranty for the old tools.




Side profile showing how much thinner than the old raised panel ratchet. It is even thinner than the Armstrong.

 

[Etchase]

I couldn’t agree more.

 

[Ohio Andy]

You know as much as I want to hate on that. Ratchet, I tried a couple in the store and I was really surprised how nice they felt and so I actually have at least one of them. I'd have to go back to check. Almost all of my Craftsman ratchets are overdrive, and I like them even though the heads are big and bulky but they seem to work pretty well for me. But when I tried one of these little quarter inch guys it's like I got to have this so I just bought one.

I feel like the price and availability is good...

Happy for you.

 

[Steve_P]

Except for the new one being QR, that's a pretty close match.

 

[Jtels85]

I love my old Craftsman 36T ratchets. They’re not the best, not the most useful and not the most comfortable, but they’re what I grew up using. They were also in my first tool set I ever bought from Sears.

I’m glad SBD/Craftsman took care of you! That’s a very nice ratchet!

 

[L.Cheapo]

As yes, the RP ratchet. Less teeth than the average meth head and the greatest crime against the male hand since the invention of the wedding ring.

Congrats on your upgrade

 

[david3921]

Except for the new one being QR, that's a pretty close match.

QR?

 

[51dueller]

Quick Release

 

[whateg01]

How long did the replacement take?

I have an old round head that I was given in exchange for a faulty ratchet as a warranty replacement near the end of Sears when they would just pull something from a box under the counter in hopes that it was better than what you were returning. It was never very good and I hate round head ratchets. I filled out the warranty form on the website a few weeks ago and got an email that a replacement was being sent. It's been several weeks and I haven't seen it.

ETA: just checked my email. I received the email with the replacement order number in 27 dec.

Maybe I'll try going to Lowe's and see what happens there.

 

[four.cycle]

This is certainly interesting news considering the number of anecdotal reports we've seen posted here from members who've had trouble getting any warranty adjustments on Craftsman tools from any of the big-box retailers.

 

[finn]

This is certainly interesting news considering the number of anecdotal reports we've seen posted here from members who've had trouble getting any warranty adjustments on Craftsman tools from any of the big-box retailers.

My observation is that there may be employee specific issues getting replacements, but not systemic issues. I also think the few issues there were all were resolved by following the web posted process.

 

[david3921]

Quick Release

Ah...thanks.
The old one is quick release also.

 

[LanceMc]

10 days
I sent in the form online on Jan 13th at 7:30 pm and the next day at 1:00 pm I received an email stating that a courtesy order was placed with the order number. UPS dropped the ratchet off yesterday Jan 23rd so it took 10 days. I was never provided a UPS tracking number but the email stated it could take two weeks. I would reply to the email they sent you and tell them you haven't received your replacement. **** happens and I'm sure they'll take care of you.

How long did the replacement take?

 

[413dan]

Maybe I'll try going to Lowe's and see what happens there.

YMMV, however I found my local Lowes to be helpful when doing an in person exchange on an older style craftsman tool bought at Sears. I've read here otherwise, but that was my limited experience. Worth a shot, as the worst they say is we don't honor that here. Have more than one in the area, or in your area of operation for work? Take it with you and when you pass by one, stop and try an exchange. going and finding the items, and bringing them to customer service makes it quicker I've noticed. And perhaps a touch of reverse psychology, being confident in your actions, not so much asking as telling. Kindly of course.

*edit spelling

 

[Steel_Rain]

YMMV, however I found my local Lowes to be helpful when doing an in person exchange on an older style craftsman tool bought at Sears.

THIS. I have 3 Lowes stores near my location and find only one of them helpful.

The most unhelpful store had a dog turd sitting in the DeWalt power tool aisle for months. Really nice to see the employees gave a damn.

 

[rust in the eye]

This is certainly interesting news considering the number of anecdotal reports we've seen posted here from members who've had trouble getting any warranty adjustments on Craftsman tools from any of the big-box retailers.

I think many resent it because it is likely with older tools that they didn't sell the item to begin with, even though they will be reimbursed. An opportunity to create good will they don't recognize.

The inventory in my local Ace sux so even if they were willing to exchange there is a good chance they won't have it anyway.
When SBD took on Craftsman they also took on the legacy warranty agreement, independant franchisees don't always feel this obligation.

It's been a while for me as almost all my Craftsman is gone but I recall two instances not that long ago when all I needed to do was make a phone call and had a new item in a few days. Neither was a significant amount, I'm not sure how the process would go for an expensive item. I'm sure they keep good enough records to recognize abusers too.

 

[rust in the eye]

I have 3 Lowes stores near my location and find only one of them helpful.

This is the state of retail in general. Be glad you have ONE that gives a F

 

[whateg01]

I emailed about the order and they replied that there were none in stock so the order got cancelled. I have a new order number now, and I was told to give it a couple weeks to arrive. I guess we'll see...

 

[LanceMc]

That's good! Mine came from the DFW warehouse so shouldn't take too long to make it up I-35. Please post a picture when you get it

I emailed about the order and they replied that there were none in stock so the order got cancelled. I have a new order number now, and I was told to give it a couple weeks to arrive. I guess we'll see...

 

[Steel_Rain]

I like the new Avatar picture Lance

 

[designer485]

When you submitted your warranty claim online, did you use the manufacture date (they only allow back to 2019) or receipt option? It won't proceed on the request form unless you fill that section out. Hard to find receipts for tools that had "lifetime warranty" when purchased years ago and warranty was simply walking into a Sears.

 

[seber]

I totally agree with the replacements being far better than the originals. I always disliked Craftsman tools and sell them as soon as possible at whatever price it takes to move them along. But now I am happy to see them if they need warranty. The new stuff is not Snap-on quality, but it is genuinely usable.

 

[LanceMc]

I'll have to take a look at that. I don't recall having an issue like that.
4 min later-
You can manually enter the date. 11/11/1990

https://support.craftsman.com/hc/en-us/p/submit-a-request

When you submitted your warranty claim online, did you use the manufacture date (they only allow back to 2019) or receipt option? It won't proceed on the request form unless you fill that section out. Hard to find receipts for tools that had "lifetime warranty" when purchased years ago and warranty was simply walking into a Sears.

 

[LanceMc]

Yeah you know someone has to rep the V

I like the new Avatar picture Lance

 

[whateg01]

When you submitted your warranty claim online, did you use the manufacture date (they only allow back to 2019) or receipt option? It won't proceed on the request form unless you fill that section out. Hard to find receipts for tools that had "lifetime warranty" when purchased years ago and warranty was simply walking into a Sears.

I put a date of 1999 I thought. I'll have to go look. I know I didn't have a receipt.

 

[whateg01]

... The new stuff is not Snap-on quality, but it is genuinely usable.

Was it ever snap on quality?

 

[whateg01]

I put a date of 1999 I thought. I'll have to go look. I know I didn't have a receipt.

My replacement was on the porch when I arrived back home from this week's travels. I like the 180T feel. The head seems bulky to me but it functions which is more than I can say about the ratchet it replaced.

 

[LanceMc]

My replacement was on the porch when I arrived back home from this week's travels. I like the 180T feel. The head seems bulky to me but it functions which is more than I can say about the ratchet it replaced.

Glad they took care of you, even if it took a little while. WHat ratchet did you warranty? I know you said it was round head. What ratchet did they send you? Please post an old/new picture!

 

[whateg01]

 

[logical]

...The most unhelpful store had a dog turd sitting in the DeWalt power tool aisle for months...

I am not a Ryobi fan either, but name calling isn't necessary.

 

[rword]

Don't use the form, use the live chat. I've used the live chat every time and they've had my replacement shipped out the next business day. Have warrantied old usa screwdrivers, ratchets, nut drivers, etc... No issue when going through craftsman direct via live chat.

 

[LanceMc]

Thanks for the pictures! That's interesting they sent you the "Overdrive" version. I wonder how they decide which ratchet is the proper replacement.

 

[whateg01]

Thanks for the pictures! That's interesting they sent you the "Overdrive" version. I wonder how they decide which ratchet is the proper replacement.

I'll have to go back to the original order that was cancelled and see what they were going to send then. Maybe the lesser ratchet still isn't in stock.

 

[whateg01]

Don't use the form, use the live chat. I've used the live chat every time and they've had my replacement shipped out the next business day. Have warrantied old usa screwdrivers, ratchets, nut drivers, etc... No issue when going through craftsman direct via live chat.

No live chat at 3 am

 

[ohhimark]

Thanks for the pictures! That's interesting they sent you the "Overdrive" version. I wonder how they decide which ratchet is the proper replacement.

Had a 5 year old Craftsman ratchet lock up at the junkyard. SBD sent the same Overdrive ratchet to replace it. It doesn't fit into the blowmolded case, but the SBD USA ratchet does.