Wera Warranty *****!

[IndyGarage]

Sorry folks, there's something fishy about this thread.

First - we have the OP bashing a company's warranty loudly - no pictures - just has some old screwdrivers that went bad- probably the cheapest ones they sell.

The company told him to take them back to his dealer - he says he doesn't know who the dealer is, and because he doesn't know, they say they can't help him.

Then we have a series of people coming on saying - "that *****, I'm not buying their stuff"

Next we have somebody showing up with the company's name giving a lame explanation of their warranty. If that person was truly representing the company, they would do it openly - in other words they would give their name and title in the email at least, and I believe they wouldn't do it without much more thought on what they write.

I suppose it could all be true, but the whole thing smacks of other motivations besides replacing a few $5 screwdrivers.

 

[mrholeshot]

Sorry folks, there's something fishy about this thread.

First - we have the OP bashing a company's warranty loudly - no pictures - just has some old screwdrivers that went bad- probably the cheapest ones they sell.

The company told him to take them back to his dealer - he says he doesn't know who the dealer is, and because he doesn't know, they say they can't help him.

Then we have a series of people coming on saying - "that *****, I'm not buying their stuff"

Next we have somebody showing up with the company's name giving a lame explanation of their warranty. If that person was truly representing the company, they would do it openly - in other words they would give their name and title in the email at least, and I believe they wouldn't do it without much more thought on what they write.

I suppose it could all be true, but the whole thing smacks of other motivations besides replacing a few $5 screwdrivers.

I don't put anything past many tool companies. I had a problem with Gearwrench over them sending out a kit for a ratchet. because I bought it from a big gearwrench dealer on ebay they wouldn't cover it. (I bought new) the actual dealers at the time was a short list. Gearwrench Posted here blowing smoke up everyones *** of how they were going to handle the problem even though they didn't have to. Long story short it took many more complaints to Gearwrench to get the problem resolved. I havent purchased a gearwrenh product since nor will I ever. It would be so easy for Wera to take a small hit and keep customers. Snap-On charges out the *** for their tools but when it comes down to warranty they make the price of admission worth it.

 

[kythri]

This person is truly representing the company - the account is legit.

The response could have been worded significantly better, especially the bit about "feeling the need" to address the issue here, since the OP did say that they had contacted customer service a couple times already - don't know what else they were supposed to do, and the thread did get a response from the company.

As far as the warranty issue goes, how many people are aware of this issue with other Wera drivers? If the limited warranty only covers defects in manufacture, and this isn't a defect in manufacture, then, what? Are we seriously going to jump on them for not making an exception to their stated warranty (especially when it sounds like they may be doing so, by offering to examine/evaluate the offending product)?

 

[jdcompman]

I wanted to update everyone on how things are going. I was contacted by Wera after I made this thread. After the initial email and my response, they have agreed to send me replacements for the ones that have turned gooey.

These screwdrivers were used in my house for electronics repair. Never made contact with ANY chemicals.

My point of making this thread wasn't to bash Wera. It was simply made as an awareness to many of the Wera fans here (including myself) of the difficulties I've encountered with the product and the warranty process. And to see if anyone else has encountered these same difficulties.

I've been in customer service my whole life and I understand all of the details pertaining to it. I'm not a hot-head looking for something from nothing.

 

[Stuey]

I wanted to update everyone on how things are going. I was contacted by Wera after I made this thread. After the initial email and my response, they have agreed to send me replacements for the ones that have turned gooey.

These screwdrivers were used in my house for electronics repair. Never made contact with ANY chemicals.

My point of making this thread wasn't to bash Wera. It was simply made as an awareness to many of the Wera fans here (including myself) of the difficulties I've encountered with the product and the warranty process. And to see if anyone else has encountered these same difficulties.

I've been in customer service my whole life and I understand all of the details pertaining to it. I'm not a hot-head looking for something from nothing.

In that case, they certainly shouldn't be turning gooey on you and you were right to get mad at the lack of satisfactory warranty response.

 

[scylla]

Happy for the O.P. but....

In any case I still won't buy Wera simply because they only warranted the screwdrivers out of some P.R. spin related to this thread. Not because it was the right thing to do.

 

[Monte]

throw it away - buy a new one.

That´s how we do it in Germany

 

[scylla]

throw it away - buy a Snap-On.

That's how we do it in America.

 

[BigJohn20]

I guess I'll still buy bits, but it looks like it's time to research some other brands for screwdrivers.

 

[IndyGarage]

My point of making this thread wasn't to bash Wera. It was simply made as an awareness to many of the Wera fans here (including myself) of the difficulties I've encountered with the product and the warranty process. And to see if anyone else has encountered these same difficulties.

I've been in customer service my whole life and I understand all of the details pertaining to it. I'm not a hot-head looking for something from nothing.

Really - you didn't want to bash them? The thread title "Wera Warranty *****!" threw me off a bit on that...

I've said it before here - I could care less what the warranty is on hand tools. It's not worth my time to mess with returning them. Broken tools go in the trash or get repaired, and then I replace them.

I want tools that work and don't need a warranty, and I don't want to pay for a "lifetime no questions asked" warranty.

If the the soft part of Wera Screwdrivers always turns sticky over time, I'd probably not buy any more. However their stuff has proven so good I'd probably consider buying more knowing it might go bad over time - screwdrivers need replacing periodically for me anyway. I will say I've subjected mine to every kind of shop grease and grime and I've had no problem so far, but I've only had them for a few years.

 

[otis66]

The following was sent directly to jdcompman, via e-mail...

I have seen your thread on Garage Journal, and I would like to address
this with you directly.
Our apologies for your frustration, and it is unfortunate that you felt
this was a necessary approach to address the issue, however, the comments
in the thread from both "Stuey" and "archirelic" are actually correct,
identifying that this is not really a warranty issue. As a result, our
customer service staff did follow the correct protocol in this issue. End
users are asked to address warranty requests through our local
distributors, so that they can get a quicker resolution to valid warranty
claims, usually with an over-the-counter replacement. Our distributors
will also advise us if there are items they are not sure should be
covered, and these would be sent on to us for evaluation.
Our limited lifetime warranty covers all non-consumable products (i.e.
anything other than bits) for defects in materials or workmanship, which
would typically show up very quickly under normal use.
To suddenly experience this type of failure, it would seem that these
screwdrivers must have been subjected to some kind of extremely harsh
chemical (after several years of trouble-free use, as you mentioned), and
it has effected the softer plastic material. We design our products to
resist normal wear and tear as much as possible, but we cannot possibly
test them against every single chemical out in the market. In addition, we
do not provide warranty replacement for items that have experienced normal
wear and tear, and our warranty policy does not differ from any other
manufacturer in this regard.
However, we do strive to maintain customer satisfaction, so if you could
return the product for inspection, I would be happy to consider this
further.

I hope that we will be able to reach a satisfactory resolution on this issue, and that jdcompman will also share that here as well ;-)

Wow, I won't be buying Wera tools. I would have replaced the damn thing just so I would'nt have had to type all this.

 

[Monte]

throw it away - buy a Snap-On.

That's how we do it in America.

throw it away - buy Wiha.

Price like Wera - Quality like Snap-On

 

[billymade]

I broke the tip on a Wiha precision screwdriver; sent the screwdriver in for warranty, they sent me back a new one... no questions asked!

http://www.wihatools.com/Marketing/warranty.htm

I wonder if their warranty "protocol" would be different; if they had a base of operations in the USA? How do they deal with warranty issues if you are Canadian? Monte, what is the warranty process for Wera; if you are in the Fatherland? Have you tried to warranty anything coming from Germany?

 

[decaf]

ok , everybody happy, now we can continue with buing great products from Wera!

I understand why they got confused when you called them, because their products are the best...

 

[woody 73]

What I find odd is that in this day and age of the internet companies would be worried about this kind of thing happening; I guess I will not be looking at Wera like the other members posted.

 

[SMKS]

Don't most European tools have a far more limited warranty than the American brands?

I've read elsewhere that European tools usually don't have the unlimited lifetime warranty that many US companies have.

I'm not saying one policy is right or wrong, just that I thought the policies were usually different.

 

[kc-steve]

What I find odd is that in this day and age of the internet companies would be worried about this kind of thing happening; I guess I will not be looking at Wera like the other members posted.

Yup, I certainly do worry about it. I try to avoid companies that are less than honest about warranties or make you return them to "authorized dealers." I would take something back, but I don't need a stock pile of broken tools that the manufacturer won't accept either. And other people should be careful buying tools from Craigslist and eBay because those sellers won't take 'em back. Maybe we need a list of questionable company warranties.

1. Wera
2. Grey Pneumatic ("Any Grey Pneumatic Product purchased from an UNAUTHORIZED dealer is NOT covered under our warranty.")

You won't find these tools in MY website catalog.

Steve

 

[Monte]

@Billymade:
I once had to warranty 2 VBW pliers because the joint was too stiff so i sent it directly to the factory with a letter explaining the problem and they sent me 5 pliers back after a while. I also once sent 2 NWS pliers to the factory because the cutting edges were not that good so after a while i received 3 pliers back. A warranty with Metabo was also without problem (chuck couldn´t be opened no more) but this was within the 3 years warranty period. I bought it online from Ebay from a dealer but brought it to a different offline dealer but they sent it in for me without any charge etc.
So usually you should visit the dealer were you bought the product with a invoice because manufacturers usually don´t deal with the public thats what they have their dealer for, otherwise they probably had to hire 100 more people for that task. Since normally only material and manufacturing defects are covered under the warranty it should be not a problem to exchange the products where you purchased them since you most likely will discover the defects soon. OK in this special case maybe not thats bad luck....or try it with a letter and sent it to the main importer/distributor...
A "lifetime warranty" is not allowed over here (limited to 30 years) but most manufacturers write that they cover material and manufacturing defects "forever" to avoid writing "lifetime warranty". Wear and tear is not covered like other products are not covered too like cars, engines, tires, TV´s etc...

 

[IndyGarage]

Let me understand the economics of this.

An entire set of Wera mini screwdrivers is $28. My mechanic gets $85 per hour.

Who has time to write a letter to get a couple screwdrivers replaced? There's no way I would ever warranty something that goes for less than $50 - throw it out and buy a new one.

Furthermore, you folks are going nuts over Wera's warranty when I've seen it mentioned here before that the German tool companies warranties are more restrictive than truck brands - why all the outrage now?

The screwdriver thread the other day had Wera's as the most recommended probably 5 to 1 - so they make good quality tools.


If folks are piling on just to try and protect another favored US domestic brand - then I will suggest that you are being very short sighted. You actually aren't protecting anything at all - in fact, you are forcing the demise of the domestic brands by artificially shielding them from superior competition.

 

[kc-steve]

Let me understand the economics of this.

If folks are piling on just to try and protect another favored US domestic brand - then I will suggest that you are being very short sighted.

Whatever works for you is fine Indy, but don't try and tell others what works for them. Let me help you understand the economics. I'm in business to sell tools and have a reputation to uphold. Other tool users have a stake in the resale value of their tools.

Nawww, we're not short-sighted and I doubt anyone is being a shill for American tool companies. I'm certainly not. I list tools that have quality and most just happen to be vintage American made.

Steve

 

[cambyz28]

No way I would ever warranty something that goes for less than $50 - throw it out and buy a new one.

That is stupid most tools in everyone's toolbox even snap on the individual pieces are less the $50 (sockets, wrenches, screwdrivers) , so any tool under $50 we should just expect **** and throw it away what a joke.

Some people have more money or brand loyalty than sense.

 

[pcpro15]

That is stupid most tools in everyone's toolbox even snap on the individual pieces are less the $50 (sockets, wrenches, screwdrivers) , so any tool under $50 we should just expect **** and throw it away what a joke.

Some people have more money or brand loyalty than sense.

I agree. Feel free to send your broken snap on tools to me

 

[Lt CHEG]

I'm really impressed. Thats the nicest assuming the customer is at fault, Youre screwed we take no responsibility letter Ive ever seen from a manafactuer. I guess I'll put my Wera tools in a padded climate controled case and only use them on dry, clean and properly torqued fasteners. I'll keep my Snap-On for the real work. I use to be a Wera fan until now.

I agree. I don't own any Wera tools and after all of this I won't own any in the future. I've opened up my tool palate since joining this forum to include such tools as Knipex and Pittsburgh Pro (Harbor Freight) and I've added a bunch more Snap On and Matco to the small supply that I've had previously. As far as I'm concerned if the warranty isn't as easy as Snap On or Matco or even Craftsman, then I don't care how good the quality of the tool is, I won't pay even Harbor Freight prices for it. If I've paid a quality price for a non power or air tool or for something not expendable like bits, then I only intend on paying once in my lifetime. I don't mind paying 5 times for my Snap On ratchets what I would have paid for something else as long as I know that I'll never have to spend another dime on them.

Also as a side note, my education is in chemical engineering. I've worked in the field for several years prior to going into law enforcement and I still do a lot of technical analysis in my current investigations. I find it pretty disheartening that any company is using a plastic that won't stand up to most common shop chemicals and charging a premium price. I've worked in chemical plants around products like trichlorosilane, methyl chloride, various industrial solvents like MEK, xylene, toluene, etc and I wouldn't expect the handle of a screwdriver to completely dissolve if it came into contact with a solvent for a brief couple of seconds. Maybe in order to get the squishy, comfy feeling out of a tool handle you have to sacrifice durability, but for me that's not a sacrifice I'd be willing to make.

 

[blarf]

Don't most European tools have a far more limited warranty than the American brands?

I've read elsewhere that European tools usually don't have the unlimited lifetime warranty that many US companies have.

I'm not saying one policy is right or wrong, just that I thought the policies were usually different.

This isn't an issue of a more restrictive warranty. This is an issue of the company admitting it's a legitimate claim, then denying any responsibility, and then sending one of their lackeys out to blame the owner.

Poor form all around.

This isn't a broken screwdriver tip, this is a poorly made plastic handle disintegrating. Low quality tool, low quality warranty.

 

[archirelic]

I'd still like to see pictures of the screwdriver, my curiosity has been peaked.

 

[kythri]

I'd still like to see pictures of the screwdriver, my curiosity has been peaked.

I'd like to see a picture of them, as well.

 

[PowerDubs]

using a plastic that won't stand up to most common shop chemicals and charging a premium price.

Bingo.

To blame a tool failure on it getting contacted with gas, oil, carb cleaner, Wd40, starter fluid, etc is silly. It's a ******* garage people!!

I find the response made by 'the company' to be arrogant, rude and short sighted.

Apparently 1 screwdriver has cost them several customers.

 

[ibedayank]

I for one due to the respone of wera will NOT be buying any of their tools.
If it says warranteed they damn well better honor it!!

 

[MrMark]

taking the tool back to the place you bought it is the biggest pile of **** I've heard lately. Where is that going to happen other than Sears or Snap-on? Try that with Amazon after 30 days or any other online retailer. Brick and Mortar? Where is that? Fasternal? Home Depot has about the most liberal return policy out there and they will even fight you on a tool return for warranty purposes after 30 days. Try returning a Klein product there.

That was a terrible response for a representative of a company. I have quite a few Wera tools but honestly Wiha is way better and so is Felo. Wera isn't even German made anymore and their lasertips are no better than the pitiful Klein tips. Plus, those handles are made for ladies, too small for men.

 

[Davefr]

Furthermore, you folks are going nuts over Wera's warranty when I've seen it mentioned here before that the German tool companies warranties are more restrictive than truck brands - why all the outrage now?

Then Wera should remove the warranty if they're not willing to honor it. Let the products succeed or fail based on their performance. (walk the talk Wera!!)

The outrage is marketing warranties for sales but making them almost impossible to use when the product fails.

 

[IndyGarage]

That is stupid most tools in everyone's toolbox even snap on the individual pieces are less the $50 (sockets, wrenches, screwdrivers) , so any tool under $50 we should just expect **** and throw it away what a joke.

Some people have more money or brand loyalty than sense.

In your haste to call me stupid, you forgot to read my post. I said I do not expect ****. I want tools that won't break and I could care less what the warranty is.

If snap on individual pieces break, I throw them out and buy new ones - if they are designed poorly then I don't buy that brand again - I don't care who sells them.

I don't have time to mess with returns and I don't have time to mess with inferior products. If a product breaks when it is new and I haven't abused it, I expect the company to take care of it. If a product is "years" old and fails, well then either I abused it, or it wore out or it was a bad product. In any case I throw it away and buy something else.

I've personally had those wera green handled tools doused in oil and gasoline and transmission fluid and several other things and haven't had a problem with them. I think they are far superior to the Snap-on screwdrivers I own. If it's a common problem that the soft handles go sticky, I'd like to know about it, and I will change my opinion about Wera. Then when they get sticky, I'll throw them out and buy something else.

I'm telling you it doesn't pay to chase warranty claims on small dollar items. If I have more money than sense in your mind, maybe there is a lesson there...

 

[BQuicksilver]

I like my Wera screwdrivers, as do many here, but I can safely say my Wera tool collection will expand no further after reading this. That zyklop kit in my Amazon shopping cart is GONE.

If you have to post up your frustration, get denied, and then only get warrantied after they become concerned of PR backlash they effectively do not have a warranty. We can argue the merit of the claim, but I think it's safe to say no warrantly claim with them would go easy.

 

[MoToys]

I don't have time to mess with returns...

In my experience it's about the same time it takes to purchase a new item and cost 100% less.

 

[Seanbev24]

I'd also like to see pics of the handles, but it doesn't really matter. Because of that response from the Wera rep, they'll never get a dime from me.

 

[Hiball]

Wow!! I wonder if Netflix and Wera share the same CEO? I'm so glad I went with Wiha on my big screwdriver purchase.

 

[spv]

That zyklop kit in my Amazon shopping cart is GONE.

I always liked the look of the Zyklop sets. That said the price was crazy robbery. I could have Hazet for less and I know what I would rather! I have had the same sort of warranty experience with a few different companies. That said I did not expect this from Wera.

The real concern in all this is that the tool was so un-robust in the first place. This is the sort of thing that really puts me off.

 

[Danglerb]

Plenty of companies don't bother with warranty returns, and I am sure some even have a policy against the practice. This isn't even the tip of the iceberg at what bean counters in the front office decide to do. I was at a scrap metal place one day and they were destroying a million or so dollars worth of computer boards, harvesting chips for gold content and then smashing the boards with a hammer. Some accounting thing.

Personally it isn't so much that I am cheap, but it seems immoral to me to be so non frugal and wasteful.

 

[decaf]

http://www.garagejournal.com/forum/showthread.php?t=60829

+10000 on Wera. Used them for years and have taken apart THOUSANDS of laptops with them.

i wonder why the screwdriver got worn out....

 

[wave180]

I think HF's warranty policy is better.

 

[Davefr]

I think HF's warranty policy is better.

Not anymore. They require a receipt for warranty exchanges.

Yet another example of a company exploiting the warranty for marketing purposes but making is impractical for the end user.