SK warranty experience

[Toolhorder]

Just got my 1/4" drive round head today after about 6 weeks since I sent the old one in for warranty.

In the box was a brown envolope with "important please read" on the outside. Inside was basically a statement about the current buyout by Ideal of SK and how they didn't have to honor SK's original warranty on old tools but they are and in the future are keeping the warranty intact but are "actually enforcing it" to keep up with industry standards. Then a 4-5 page laminated bookring of pictures of tools that were misused (ratchets/wrenches as hammers and chrome sockets used on impacts)
Basically they are not going to do a no questions asked warranty anymore.
Sad they think that's industry standard, I was really hoping to start buying from them since they are USA made.

 

[kissmeimgerman]

Glad you posted this, I had some thinks to send in but now im not so sure

 

[TheGrooveking]

I wouldn't call it sad, I call realisitic. Unfortunately there are those people who do abuse tools and expect the tool companies to pay for their abuse. As a businesman I feel they have been more than honorable in handling the mess the old SK left them.

TheGrooveking

 

[Borrego]

I don't see cause for alarm. If you use your tools properly, they will not be abused. If you buy a 1" socket at the swap meet and it has een used as an impact, no dice.

 

[Toolhorder]

I wouldn't call it sad, I call realisitic. Unfortunately there are those people who do abuse tools and expect the tool companies to pay for their abuse. As a businesman I feel they have been more than honorable in handling the mess the old SK left them.

TheGrooveking

Calling that industry standard isn't correct though. Truck brand tools and even Craftsman will just exchange hand tools they don't bean count for excuses to warranty something.
I'm happy they replaced my 1/4" ratchet which cracked from the stem to the side of the head (weird) but I don't think they are starting off correctly if they want to make a profit and gain business. As far as the mess SK left them they didn't have to buy the name and continue it. They knew that going in.

As a business SK can do whatever they want and as a customer I will buy Snap-On, Matco or even C-man over SK because the warranty is what matters in my industry.

 

[vssjim]

The old SK Tools web site had the same exact photos on the tool abuse section of the warranty. I am not concerned at all as the pictures they sent you are fairly EXTREME abuse. Not all tool guys will replace things no questions ask either.

 

[SMKS]

Don't misuse your tools and you won't have a problem. I know tools can and do break being used legitimately, but I think it's FAR more common for tools to break by being abused.

 

[Skin]

Calling that industry standard isn't correct though. Truck brand tools and even Craftsman will just exchange hand tools they don't bean count for excuses to warranty something.
I'm happy they replaced my 1/4" ratchet which cracked from the stem to the side of the head (weird) but I don't think they are starting off correctly if they want to make a profit and gain business. As far as the mess SK left them they didn't have to buy the name and continue it. They knew that going in.

As a business SK can do whatever they want and as a customer I will buy Snap-On, Matco or even C-man over SK because the warranty is what matters in my industry.

No offense but if you're literally breaking your basic hand tools [cracking ratchets/sockets/extensions etc] that often you may want to look at the user.

I'm also pretty sure SK always had that policy in their warranty. And although they may look the other way Snap-On has a similar policy. Infact its quite common amongst tool manufacurers.

In addition to any limitations outlined in warranty statements provided with the Product, Snap-on does NOT provide any warranty for (1) products labeled other than Snap-on or Blue-Point or (2) products subjected to "abnormal use". Products that are not labeled Snap-on or Blue-Point are subject to the warranty provided by the manufacturers of those products and Snap-on will pass along any such warranties. "Abnormal use" includes misuse, accident, modification, unreasonable use, abuse, neglect, lack of maintenance, use in product-related service, or use after the product is significantly worn.

 

[treasureseeker]

Just got my 1/4" drive round head today after about 6 weeks since I sent the old one in for warranty.

In the box was a brown envolope with "important please read" on the outside. Inside was basically a statement about the current buyout by Ideal of SK and how they didn't have to honor SK's original warranty on old tools but they are and in the future are keeping the warranty intact but are "actually enforcing it" to keep up with industry standards. Then a 4-5 page laminated bookring of pictures of tools that were misused (ratchets/wrenches as hammers and chrome sockets used on impacts)
Basically they are not going to do a no questions asked warranty anymore.
Sad they think that's industry standard, I was really hoping to start buying from them since they are USA made.

Reads like we will have a SK Ideal vs SK like Sk Wayne for what is and isn't covered for warranty

 

[Toolhorder]

No offense but if you're literally breaking your basic hand tools [cracking ratchets/sockets/extensions etc] that often you may want to look at the user.

I'm also pretty sure SK always had that policy in their warranty. And although they may look the other way Snap-On has a similar policy. Infact its quite common amongst tool manufacurers.

You must not work on cars for a living, it happens if you use a tool day after day. As far as the ratchet I'm not sure why it broke the way it did. I'm thinking it always had the problem and just gave one day.

I know what every tool company puts in writing but the truth is it's not enforced.
If they start looking at pean marks on a wrench or a ratchet head and say I used it to hammer something that's just ridiculous.
I hit my ratchet and wrench bodies on things daily during use as bolts break loose and of course I drop tools sometimes and they hit the floor. These could be considered abuse according to the pictures and statements they are making.

 

[Toolhorder]

Reads like we will have a SK Ideal vs SK like Sk Wayne for what is and isn't covered for warranty

My ratchet was an SK wayne BTW

 

[philw]

As far as I know the only no questions warranty is Craftsman. SK is not going to be any more strict than the tool trucks.

I used to get my paycheck by working flat rate. I was hard on tools but broke few and never had any that would qualify for abused unless I really did abuse them. Unless SK is going to claim that scratches and a minor nick here and there is abuse then you shouldn't have a problem.

 

[Toolhorder]

As far as I know the only no questions warranty is Craftsman. SK is not going to be any more strict than the tool trucks.

I used to get my paycheck by working flat rate. I was hard on tools but broke few and never had any that would qualify for abused unless I really did abuse them. Unless SK is going to claim that scratches and a minor nick here and there is abuse then you shouldn't have a problem.

Snap-on is a no questions asked warranty so far for me. That depends on the dealers I guess but mine doesn't pull that BS he replaces anything I give him no problem.
Same thing when I've sent items in.

That's what I'm wondering I guess. Are they going to micro manage any tools I send in if I stick with them as a loyal customer? I should post the pics and letter I guess.

 

[pipsters]

I don't feel it's unreasonable to not warranty a tool if it is abused. If you want to do that, and do not have a conscience, just buy Craftsman brand tools.

I would even support Sears not warrantying abuse or neglect (like rust or chrome sockets on an impact). Also I think businesses need to tell "customers" to f-off some times - customers are not always right. In my industry (air travel) if a customer doesn't follow directions, they are kicked off and are left behind no ifs ands or butts about it. I don't have time to deal with your (figuratively) antics.

There is a difference between customer service, and taking advantage. Southwest Airlines has asked offenders to not *ever* come back, and that they aren't welcome on a SWA aircraft ever again. Yet they are a leader in customer satisfaction.

 

[NinetyTwoFifty]

I should post the pics and letter I guess.

I would definitely like to see those!

 

[diesel research]

Wish more companies enforced warranty

Am just fine with SK, cman, snap on, ect enforcing a reasonable/fair warranty based on material/workmanship.

My tools make me money, and are somewhat of a consumable, and I do not have a problem paying for the replacement under several circumstances such as wear or "abuse". Yes, it is true, I will pay for a new tool if the old one has worn out and had sufficient use. If it wears out much faster than previous or competitor tools, that would be grounds for a material/workmanship complaint, but otherwise I do not expect/want "free replacements"....for my lifetime. That just leads to higher costs, lower quality, or a combination of both.

 

[bimmer630]

What about the items that Ideal no longer makes? I have a dual ratcheting spline Box wrench with a 21 and 22 mm on it, and the ratchet mechanism busted on one end. My local MAC guy deals with alot of SK and I gave it to him, and he promised hed get me another, But I dont see these wrenches available on the new SK website, among many other things.

I switched shops and the Mac guy doesnt come around to this one so i guess i lost a tool

 

[scott37300]

And why would anyone be worried about getting warranty denied unless they are purposely abusing their tools? I don't see the problem here. If SK starts denying all sorts of legit warranty claims then I can see a problem. If they deny a cracked chrome socket that was used on an impact well I don't see why you would be upset? You bend a flat head screw drive because you used it as a prybar and SK denies warranty, don't see the issue here.

I buy tools with good warranties, warranty is part of my purchasing decision when I buy a tool and is important to me. But I always try to use my tools as intecnded and when they break it's not because I was using it wrong and I have never had a problem getting something warrantied. I do abuse some tools, bent a few craftsman wrenches to make custom ones, have used a screw driver as a prybar, etc. but I would try to warranty that tool. I knew when I bent the wrench that it was disposable and even though craftsman would still warranty the wrench I wouldn't take a wrench I purposely bent into them because I bent it, wasn't a defect. Keep sending legit warranties to SK and they will honor them, don't abuse your tools and you won't ahve an issue. Seems fairly simple to me.

 

[Struggling]

I too am struggling to get something replaced under warranty with SK.

My Dad broke a tool so I told him I would get it replaced for him since he is now retired and no longer sees a SK rep on a regular basis. I checked their web site for dealers but that information is not available on their web site. I called customer service and was given a few names in my area. Thankfully, I called the dealers first because none of them are still dealers. One place was able to refer me to a dealer in a nearby town, so I called that dealer. He said he was still a dealer but he would not honor any SK warranties. He said it was because he had not heard from SK in six months and he is afraid he is going to get stuck with all the warranty returns he already has. Plus, he may not have what I need anyway because he is working off of old stock and is missing a lot of popular items.

I called back SK and updated them. The rep told me I could just ship my part back to Dekalb and they would replace it for me. I was already questioning if this whole mess was worth my time but I decided to give it a try. I sent it back just shy of two months ago. Today, I called them again to see where my tool is. The rep told me they are currently on an 8-10 week turnaround for warranty claims. She found me in their system and she said my tool will ship out either today or tomorrow.

By the way, my Dad has tools today that look as good as the day he bought them 50 years ago so abuse was not a factor in my case, nor did SK have any concerns with why it was broken. My only complaint is that I was not able to get it replaced locally so I had to mail it to Illinois and then wait a couple months.

 

[4x4gearhead]

Glad you posted this, I had some thinks to send in but now im not so sure

If your **** is already broken it doesnt sound like you have anything to lose.

 

[back2class]

I ordered a rebuild kit for a 3/8 ratchet before they went bankrupt. Called the NEW sk a month ago and they said they would send one out. Still not here, but I doubt they have wharehouses full at this time. I have a nice but cracked swivel spark plug socket that I am waiting to warranty, but waiting untill they have a local dealer or are fully up and running. Don't need to worry about where my tool is for months that way.

 

[Toolhorder]

I don't feel it's unreasonable to not warranty a tool if it is abused. If you want to do that, and do not have a conscience, just buy Craftsman brand tools.

I would even support Sears not warrantying abuse or neglect (like rust or chrome sockets on an impact). Also I think businesses need to tell "customers" to f-off some times - customers are not always right. In my industry (air travel) if a customer doesn't follow directions, they are kicked off and are left behind no ifs ands or butts about it. I don't have time to deal with your (figuratively) antics.

There is a difference between customer service, and taking advantage. Southwest Airlines has asked offenders to not *ever* come back, and that they aren't welcome on a SWA aircraft ever again. Yet they are a leader in customer satisfaction.

Hardly the same as expecting a warranty I paid for to be honored...

 

[Toolhorder]

And why would anyone be worried about getting warranty denied unless they are purposely abusing their tools? I don't see the problem here. If SK starts denying all sorts of legit warranty claims then I can see a problem. If they deny a cracked chrome socket that was used on an impact well I don't see why you would be upset? You bend a flat head screw drive because you used it as a prybar and SK denies warranty, don't see the issue here.

I buy tools with good warranties, warranty is part of my purchasing decision when I buy a tool and is important to me. But I always try to use my tools as intecnded and when they break it's not because I was using it wrong and I have never had a problem getting something warrantied. I do abuse some tools, bent a few craftsman wrenches to make custom ones, have used a screw driver as a prybar, etc. but I would try to warranty that tool. I knew when I bent the wrench that it was disposable and even though craftsman would still warranty the wrench I wouldn't take a wrench I purposely bent into them because I bent it, wasn't a defect. Keep sending legit warranties to SK and they will honor them, don't abuse your tools and you won't ahve an issue. Seems fairly simple to me.

Do you have poor reading comprehension?
I already stated why the policy bugs me. If I drop a ratchet and it lands on the head a couple times "peaning it" as they call it they can then deny me warranty replacement. Same with wrenches that have dents in the sides.

 

[4x4gearhead]

I don't feel it's unreasonable to not warranty a tool if it is abused. If you want to do that, and do not have a conscience, just buy Craftsman brand tools.

I would even support Sears not warrantying abuse or neglect (like rust or chrome sockets on an impact). Also I think businesses need to tell "customers" to f-off some times - customers are not always right. In my industry (air travel) if a customer doesn't follow directions, they are kicked off and are left behind no ifs ands or butts about it. I don't have time to deal with your (figuratively) antics.

There is a difference between customer service, and taking advantage. Southwest Airlines has asked offenders to not *ever* come back, and that they aren't welcome on a SWA aircraft ever again. Yet they are a leader in customer satisfaction.

I think that s-k is a bit different than sears though, since they are trying to cater more to the "professional". A perfessional has no choice but to abuse a tool sometimes to get a job done, such as putting a nice slim chrome socket on their impact, this is where my snap on dealer really shines as far as warranty. He hasnt given me any guff about sockets I have (needed to) put on my impact. So I can see your argument that a tools purpose is how it should be used but sometimes from our business perspective, we are spending an assload of money on chrome to do our jobs, and god damnit, if Im paying all that money for the warranty and not getting it Im not happy.

 

[TheGrooveking]

Calling that industry standard isn't correct though. Truck brand tools and even Craftsman will just exchange hand tools they don't bean count for excuses to warranty something.
I'm happy they replaced my 1/4" ratchet which cracked from the stem to the side of the head (weird) but I don't think they are starting off correctly if they want to make a profit and gain business. As far as the mess SK left them they didn't have to buy the name and continue it. They knew that going in.

As a business SK can do whatever they want and as a customer I will buy Snap-On, Matco or even C-man over SK because the warranty is what matters in my industry.

I've had truck brand, Snap On in particular give me a loaner ratchet while mine was being evaluated for abuse back in the late 80's. Ridgid does the same thing with their pipe wrenches. I have multiple tools I bought off of the Matco truck in the 80's that had life time warranty and have been denied replacement or would be offered the original purchase price.

So basically in reading all of your comments/responses you started this thread to do an anti-SK campaign, so just keep buying Snap On and save yourself and others the frustration.

TheGrooveking

 

[scott37300]

Do you have poor reading comprehension?
I already stated why the policy bugs me. If I drop a ratchet and it lands on the head a couple times "peaning it" as they call it they can then deny me warranty replacement. Same with wrenches that have dents in the sides.

Nope, not at all. I have warrantied stuff with the new SK without any problems. If you have a problem with them then don't buy from them, stick with craftsman if you want a "no questions" warranty. SK won't deny legit warranty claims, period. EVERY company besides craftsman has an abuse clause in their warranty, even snap on has it right on their website. Weather or not they decide to up hold it is another story. If it's a legit warranty you have nothing to cry about, they will warranty it. If it's been abuse then you might get denied, but that's not a suprise.

Simply stated, SK will warranty your tools, unless it's obviously been misused/abused.

 

[pipsters]

I think that s-k is a bit different than sears though, since they are trying to cater more to the "professional". A perfessional has no choice but to abuse a tool sometimes to get a job done, such as putting a nice slim chrome socket on their impact, this is where my snap on dealer really shines as far as warranty. He hasnt given me any guff about sockets I have (needed to) put on my impact. So I can see your argument that a tools purpose is how it should be used but sometimes from our business perspective, we are spending an assload of money on chrome to do our jobs, and god damnit, if Im paying all that money for the warranty and not getting it Im not happy.

I can appreciate the fact that as a tech, you must do things to get things done in a timely manner (time is money).

Warranties IMO however are not carte blanche for doing whatever you want to a tool or piece of equipment. Just because you pay more money for something does not entitle you to receive a new item if you misuse it. The *only* warranty in the US today that is for *anything* is Craftsman, which people rag on (including myself, but for various other reasons other than it being "cheap ****").

 

[Griff93]

I completely understand where they are coming from. I have also seen in person Snap On deny warranty on abused tools.

 

[Skin]

it happens if you use a tool day after day.

No, it really doesnt. Again if you're cracking sockets, breaking extensions, wrenches, or ratchet bodies, in a daily basis you might want to look at what you're doing with them because you're absolutely doing something wrong.

Do you have poor reading comprehension?
I already stated why the policy bugs me. If I drop a ratchet and it lands on the head a couple times "peaning it" as they call it they can then deny me warranty replacement. Same with wrenches that have dents in the sides.

You wont peen a ratchet body from dropping it on the floor no matter how many times you do it unless its either made of cheese or you work in high rise construction.

 

[TozziWelding]

I have had all my tools warranted usually with no questions asked, SK, MAC, Snap-On, Matco, Craftsman, Ridgid, etc...... the only issue I had was I bent the handle on my 3/4" drive Snap-On ratchet and it was considered abuse, yet my tool guy told me had it snapped he would have replaced it
What ever I put it in the press and it is straight again

 

[Toolhorder]

I've had truck brand, Snap On in particular give me a loaner ratchet while mine was being evaluated for abuse back in the late 80's. Ridgid does the same thing with their pipe wrenches. I have multiple tools I bought off of the Matco truck in the 80's that had life time warranty and have been denied replacement or would be offered the original purchase price.

So basically in reading all of your comments/responses you started this thread to do an anti-SK campaign, so just keep buying Snap On and save yourself and others the frustration.

TheGrooveking

I'm not trying to do an anti-SK campaign at all just stating why I don't like their policy at the current time. When I called them initially I talked to the customer service lady I asked many questions about COO and what they plan to do with the SK name. From everything she said I was VERY happy with the direction they are going. I have a good amount of SK stuff and was happy they took care of the defective ratchet just not too happy with the 4-5 page laminated abuse pictures and cover letter I got in the box with the replacement.

 

[Toolhorder]

No, it really doesnt. Again if you're cracking sockets, breaking extensions, wrenches, or ratchet bodies, in a daily basis you might want to look at what you're doing with them because you're absolutely doing something wrong.

I'm not breaking them on a daily basis. You're the one adding extensions, wrenches, etc.. That ratchet was the first to break for me and it wasn't abused at all.

You wont peen a ratchet body from dropping it on the floor no matter how many times you do it unless its either made of cheese or you work in high rise construction.

You obviously don't have the 4-5 page picture book they sent me. I could easily see how they could deny warranty for a banged up tool that was used normally and dropped a couple times. That's the point I'm making.

 

[Toolhorder]

Nope, not at all. I have warrantied stuff with the new SK without any problems. If you have a problem with them then don't buy from them, stick with craftsman if you want a "no questions" warranty. SK won't deny legit warranty claims, period. EVERY company besides craftsman has an abuse clause in their warranty, even snap on has it right on their website. Weather or not they decide to up hold it is another story. If it's a legit warranty you have nothing to cry about, they will warranty it. If it's been abuse then you might get denied, but that's not a suprise.

Simply stated, SK will warranty your tools, unless it's obviously been misused/abused.

Yes I think we've established that all tool companies have a abuse clause in their written warranties. The problem is how SK is "enforcing" it as they call it.
How are you so sure they will cover it? Do you know something we don't or are you just telling your opinion?

 

[Notwerk]

Yes I think we've established that all tool companies have a abuse clause in their written warranties. The problem is how SK is "enforcing" it as they call it.
How are you so sure they will cover it? Do you know something we don't or are you just telling your opinion?

One could easily ask the same question of you. This whole thread is making mountains out of mole hills...

 

[Skin]

You obviously don't have the 4-5 page picture book they sent me.

Obviously not. Feel free to scan the images for those of us who are curious.

 

[Toolhorder]

Obviously not. Feel free to scan the images for those of us who are curious.

Okay sometime today I will try. It's crazy it's laminated and comes on a metal ring. Like I'm going to put it in my box and compare my tools to it before I send them in for replacement or something.

 

[TheGrooveking]

Okay sometime today I will try. It's crazy it's laminated and comes on a metal ring. Like I'm going to put it in my box and compare my tools to it before I send them in for replacement or something.

Maybe they think you are a dealer.

TheGrooveking

 

[timesrgood?]

If they were smart they would have replaced it in your case, but they are bean counters and don't know your situation. It is the plentiful resellers that find used junk and get it replaced with new to sell on ebay etc, that abuse the system.
I'm sure not a person here would replace junk tools with new on their own dime. If they required proof of purchase, easy to do now with online registration etc, I bet things would get better for "normal" people.

 

[MadMark]

Tools occasionaly fail from normal use. There is always the possiblity of voids and impurities in the steel, both forged and cast.

Metal fatigue can be defined as the conitnuous propagation of a crack (day after day) until the cross sectional area is too small to withstand the stress, at that point failure occurs immediately.

Every maker produces a bum tool once in a while.
its not always do to abuse, although if there are obvious signs of hammering and cheater bars, I would acknowledge their right not to warranty.
I did see abuse examples in the back of an old pre-Ideal SK catalog.

By the way, I did send back a ratchet and screwdriver to SK just before they went under, never heard back so I gues I'm out of luck.

 

[Toolhorder]

Maybe they think you are a dealer.

TheGrooveking

It's possible...