PB Swiss Amazon question

[posaune]

Sometime during the PB Swiss madness on Amazon, I bought a T10 driver. Today (on the first warm day in FOREVER) I went to use it and noticed that despite being marked T10, it is actually a Torx Plus blade which I have no use for.

I've never returned/replaced anything through Amazon before. Is this something that they might take care of or am I screwed out of my dollar?

 

[fr0mastaj]

Amazon's return/replace policy is unsurpassed, as long as it is their fault... They will immediately overnight you the correct item, and give you a free return shipping label.

However, if you mistakenly ordered a T10 torx plus, you will have to pay return shipping out of pocket, and pay the current price for the T10 driver you want. Which probably is not worth it. But from my understanding of your post, it sounds like Amazon/manufacturer error, so you should be good as long as you are still within the return window...

 

[posaune]

Amazon's return/replace policy is unsurpassed, as long as it is their fault... They will immediately overnight you the correct item, and give you a free return shipping label.

However, if you mistakenly ordered a T10 torx plus, you will have to pay return shipping out of pocket, and pay the current price for the T10 driver you want. Which probably is not worth it. But from my understanding of your post, it sounds like Amazon/manufacturer error, so you should be good as long as you are still within the return window...

That sounds promising. I definitely didn't order the Plus. It was just put together with the wrong blade in the handle.

 

[impulse922]

t-10 during PB madness.. so you payed like what.. 1.50 for it?

 

[posaune]

$1.08... but I still want the correct driver! Aside from the fact that I *use* T10 but have no use for Torx Plus, my OCD would be going nuts with an incomplete set.

I finally found the "contact us" button, so I sent off an email. We'll see.

 

[Stuey]

Good luck!

I've had mis-labeled and mis-packaged tools before, it happens.

If it's been more than 30 days, you may be out of luck. For $1.08 they might tell you to keep the item and issue a refund.

Is the T10 model even available anymore?

 

[MrMark]

You don't need the contact us button. Pull up your order and there should be a dialog box somewhere labeled "actions" or something like that. The return process is totally automated and totally under your control as long as you are within the 30 day window.

 

[Davefr]

$1.08... but I still want the correct driver! Aside from the fact that I *use* T10 but have no use for Torx Plus, my OCD would be going nuts with an incomplete set.

I finally found the "contact us" button, so I sent off an email. We'll see.

They'll likely refund your $1.08 and not replace the driver if they're discontinued. Be careful because Amazon has an A-Z guarantee for third party sellers and I believe these came from Small Parts.com vs. Amazon.

You only get 3 times to use an A-Z guarantee in a lifetime. I sure wouldn't waste a "silver bullet" for $1.08.

 

[MoToys]

What is this pb madness?
Would like a set of rainbow keys.

 

[posaune]

Good luck!

I've had mis-labeled and mis-packaged tools before, it happens.

If it's been more than 30 days, you may be out of luck. For $1.08 they might tell you to keep the item and issue a refund.

Is the T10 model even available anymore?

It is available. It won't kill me to buy it at whatever the current price is of course, but if they'll just exchange it, all the better.

They'll likely refund your $1.08 and not replace the driver if they're discontinued. Be careful because Amazon has an A-Z guarantee for third party sellers and I believe these came from Small Parts.com vs. Amazon.

You only get 3 times to use an A-Z guarantee in a lifetime. I sure wouldn't waste a "silver bullet" for $1.08.

It isn't discontinued. It is still around, as is the Plus version. I just got the combination of the two. This wasn't actually sold by Small Parts - I bought it after they changed it. It is just a normal Amazon order.

You don't need the contact us button. Pull up your order and there should be a dialog box somewhere labeled "actions" or something like that. The return process is totally automated and totally under your control as long as you are within the 30 day window.

Yeah - it is WAY over 30days. It isn't the end of the world if they don't fix it, but it is worth a try.

 

[Zrexxer]

What's the ten years that you've shortened your life worrying over $1.08 worth?

 

[posaune]

What's the ten years that you've shortened your life worrying over $1.08 worth?

Um, what makes you think I've a)shortened my life "worrying" about this or b)it is about making sure I get my $1.08?

I want the tool I ordered, it was wrong new through no fault of mine, I have time to deal with it right now, and I'd rather they replace it than I. I fail to see what is so difficult to understand about that.

 

[AficanToolman]

Whats the number on the handle ?

 

[posaune]

Just an update: Amazon said that I should contact PB Swiss since it is past their normal return time and since it was a manufacturing issue. The email also said to contact them again if my problem is not resolved by PB Swiss.

I sent an email to the infoATpbtools address on 2-18 and so far have not heard anything at all from them. Now, as I think I've made clear, the money to replace this driver is not going to kill me if I have to do it myself, but the lack of response AT ALL from PB Swiss is a little worrying since I do have a lot of their tools and might need warranty service at some point.

I resent the email again today with another little note. I'll update again if I hear anything.

 

[posaune]

Well this just doesn't seem to be good news at all. I just realized today that I still hadn't head anything from PB Swiss. Tomorrow will be three months since my first inquiry. Obviously this particular issue is not life or death, but considering the number of tools I have from them it would make me feel better to at least get a RESPONSE!

Now, before it gets brought up let me just say that yes, I know I could call them (and I might) but I hate having to call, especially when there is an email address advertised on the website.

 

[MoToys]

I'm curious what their response will be but nobody answered my question.
What is/was pb madness and will it take place again?

 

[posaune]

I'm curious what their response will be but nobody answered my question.
What is/was pb madness and will it take place again?

Ha - it was just a time that Amazon had LOTS of PB Swiss tools at 70%+ off. A lot of us got drivers and chisels for $1-$3 each. I have no idea when or if it will happen again - it was just one of those weird Amazon things.

 

[blue dog]

I'm curious what their response will be but nobody answered my question.
What is/was pb madness and will it take place again?

It will not be back again, that ship has sailed.
On a side note, i received a few items in the past from amazon that were incorrect, when contacted, they not only sent me the correct item but told me to just keep the items that were incorrect free of charge.

 

[chevy_cowboy]

I'd get back in touch with amazon and tell them the manufacturer is not responding to emails.

I had a similar issue with a KD Tools oil filter wrench, I ordered by the part number on the same wrench I had but broke, the new one that came had the right part number but was a different size tool. Amazon overnighted me another one that had the same defect. Eventually they took both back and they contacted KD about the issue for me and KD sent me the correct tool directly.

Amazon's customer service is second to none.

 

[Stuey]

I'd get back in touch with amazon and tell them the manufacturer is not responding to emails.

What would that do? From what I've heard, PB Swiss pulled the plug on Amazon due to complaints from other distributors over their pricing practices.

They're not going to easily refund the money on an order from 3+ months ago, nor can they help with getting in contact with PB Swiss.

 

[chevy_cowboy]

What would that do? From what I've heard, PB Swiss pulled the plug on Amazon due to complaints from other distributors over their pricing practices.

They're not going to easily refund the money on an order from 3+ months ago, nor can they help with getting in contact with PB Swiss.

I just checked amazon, they're still selling a ton of PB Swiss stuff

A huge retailer like amazon has more pull with the manufacturer than we as individuals do... and amazon will bend over backwards to keep a customer. I'd almost bet amazon would refund or exchange the tool if he emails them back and tells them that PB Swiss is ignoring his emails. At least thats the service I've gotten and come to expect from them.

 

[Stuey]

I just checked amazon, they're still selling a ton of PB Swiss stuff

A huge retailer like amazon has more pull with the manufacturer than we as individuals do... and amazon will bend over backwards to keep a customer. I'd almost bet amazon would refund or exchange the tool if he emails them back and tells them that PB Swiss is ignoring his emails. At least thats the service I've gotten and come to expect from them.

They're selling what they have, but they haven't reordered anything.

 

[blue dog]

I just checked amazon, they're still selling a ton of PB Swiss stuff

A huge retailer like amazon has more pull with the manufacturer than we as individuals do... and amazon will bend over backwards to keep a customer. I'd almost bet amazon would refund or exchange the tool if he emails them back and tells them that PB Swiss is ignoring his emails. At least thats the service I've gotten and come to expect from them.

amazon is still selling pb swiss, but, when there stock runs out, that's it. Amazon was selling below the manufacturer's lowest set price. So the few other pb dealers out there were less then pleased and could not compete.
Amazon stock has depleted as far as the pb swiss goes, they are down to the stuff nobody wants or is still to expensive.
I do love my pb swiss dead blow hammers, i would recommend them to anyone.

 

[posaune]

What would that do? From what I've heard, PB Swiss pulled the plug on Amazon due to complaints from other distributors over their pricing practices.

They're not going to easily refund the money on an order from 3+ months ago, nor can they help with getting in contact with PB Swiss.

Actually, they *did* offer to refund the money, but that is hardly worth it. I don't care if I get the dollar back or not - I just want to complete the set. And the order isn't from the months ago, the order is from a LONG time ago. Amazon did about all they could do for the situation (except for take this one back and replace it with one that was not defective) and I have no complaints with them.

 

[Stuey]

I know, I just don't know what the other guy hopes could be accomplished by your contacting Amazon now.

 

[chevy_cowboy]

They're selling what they have, but they haven't reordered anything.

ah ok, I didn't know the whole story between the two companies... but if they can't replace the defective tool I'm sure they'd refund the OP's money, even months later, if it hasn't been used.

Never had any dealings with PB Swiss but they don't sound like much of a company if they treat customers and retailers this way.

 

[Stuey]

With Amazon, you generally have a 30 day window unless there are very special circumstances or it's right before Christmas.

PB Swiss does not have a corporate presence in the USA, which is probably complicating all of this. Their isn't a main distribution hub either - all of the current distributors were Amazon competitors. It is highly likely that one or more of those same distributors are at least partially responsible for getting Amazon kicked out of the distribution network.

 

[posaune]

And finally a reply!

Hi Erik,
I'm so sorry for all this misunderstanding you have had with trying to get your tool replaced. We would like to resolve this problem for you. I will need you to return your tool to us in order for our QC dept. to evaluate and process. Please give us time to get back with PB Swiss in Switzerland and hopefully we can correct this and get back to you the tool you need.
Be sure and package your tool in order that it does not tear the package and is lost. Send to our plant: Attention Warranty Department.
Count-On Tools, Inc., 2481 HIlton Drive, Suite 3, Gainesville, GA. 30501.
Thank you for doing business with Count-On Tools and have a good day.

This was forwarded from the info@pbtools twice before I got this response. For such a seemingly small operation, it sure does appear poorly set up.

But at least I got a reply...

 

[Sick Puppy]

Let us know what happens - if you're really lucky, they may give you your missing screwdriver and a whole set of Torx plus!