Proto warranty *****!!

[wrenchr]

I have a broke 3/8 ratchet and asked Proto for a repair kit and this is the anwser I got.

No they are not a lifetime guarantee. Our products are guaranteed with a limited lifetime warranty against defects in manufacturing. Ratchets and torque wrenches have moving parts and wear out. Worn product is not guaranteed and the repair kits are available for purchase from a local distributor. Thanks.

Well with that they are junk to me.

 

[64merc]

I have a broke 3/8 ratchet and asked Proto for a repair kit and this is the anwser I got.

No they are not a lifetime guarantee. Our products are guaranteed with a limited lifetime warranty against defects in manufacturing. Ratchets and torque wrenches have moving parts and wear out. Worn product is not guaranteed and the repair kits are available for purchase from a local distributor. Thanks.

Well with that they are junk to me.

Damn dude, that *****. I didn't get that response when I called to have my ratchet replaced. It wasn't even technically broken, but the extremely worn out flex head made it almost unusable. Anyway, they told me to send it in or take it to an authorized dealer and they would replace it no problem - which they did. Someone else recently posted that they were going to send them a brand new ratchet because his was discontinued.

Maybe you should try again and speak to someone else. If you emailed them, then try calling them. What they told you was BS!!!!

 

[Moose-LandTran]

That is a shame.

What's worse is that with resonses like that they will lose loyal customers. if they'd handled it differently they probably wouldn't have made such a bad impression. Had they said something like "These products carry only a limited warranty. we can, however, supply you a repair kit for the price of.." or "We can put you in contact with someone who can supply a repair kit."

Their response seems very arrogant and uncaring to me. certainly doesn't instill any faith in them or their products.

 

[wrenchr]

Oh I copied this post and sent it to them.

 

[wrenchr]

For the price of the tools I should not have to BUY a repair kit.

 

[64merc]

For the price of the tools I should not have to BUY a repair kit.

You're damn right about that!!! I would'nt put up with that. I could understand a little resistance if it were a cosmetic problem or something, but a broken ratchet with a lifetime warranty should be repaired or replaced no questions asked!!

 

[wrenchr]

You're damn right about that!!! I would'nt put up with that. I could understand a little resistance if it were a cosmetic problem or something, but a broken ratchet with a lifetime warranty should be repaired or replaced no questions asked!!

They are saying "Limited Lifetime warranty". Well I liked the tools, not no more.

 

[dxdexter]

Did the part break or wear out. If it broke in normal use, I can't see why it would not be covered. If it wore out over many years, then they do have a point. The response is not what I would expect from a major corporation. To me it is very unprofessionally written.

 

[wrenchr]

Did the part break or wear out. If it broke in normal use, I can't see why it would not be covered. If it wore out over many years, then they do have a point. The response is not what I would expect from a major corporation. To me it is very unprofessionally written.

It broke......

 

[64merc]

Hmm...what model is it? I ask because I wonder if it is an older model that they stopped making years back or something. Either way, that response sucked.

 

[wrenchr]

3/8 part# 5249.

 

[64merc]

3/8 part# 5249.

Yeah, they still make those, so now I'm really surpised by Proto's response. That is a pretty strong design, and doesn't seem to me that it's easy to wear out. So their wear and tear argument kinda doesn't make sense. If the person you contacted understood their product line this probably wouldn't happen. Those are my thoughts anyway.

 

[wrenchr]

Well I'm throwing it into the scrap heap when I get home, And selling the rest of the proto JUNK I have.

 

[64merc]

Well I'm throwing it into the scrap heap when I get home, And selling the rest of the proto JUNK I have.

NO, don't give up on it. Try a different route and see if you can get it fixed. Worst case, send it to me and I'll try. It keeps me out of trouble.

 

[wrenchr]

NO, don't give up on it. Try a different route and see if you can get it fixed. Worst case, send it to me and I'll try. It keeps me out of trouble.

That is my stand, throwing the damn thing away And I will never buy their **** again.

 

[Uncle Buck]

Man, perhaps this has happened since Stanley entered the picture, several times in the past I had Proto products warranted without incident. I guess those days are gone, GOODBYE PROTO!

 

[old salvage]

For the price of the tools I should not have to BUY a repair kit.

Agreed.
SK sends theirs out free.

 

[wrenchr]

Agreed.
SK sends theirs out free.

Yah that gives you a good feeling about the company and the products they sell.

 

[wrenchr]

The rebuild kit is $14.44, that is half the retail value of the friggin ratchet. They directed me to grainger.
http://www.grainger.com/Grainger/wwg/itemDetailsRender.shtml?xi=xi&ItemKey=1AH59

 

[Phatsub]

Reading this thread is enough to keep me from buying Proto. (My 2 cents worth)

 

[Uncle Buck]

The rebuild kit is $14.44, that is half the retail value of the friggin ratchet. They directed me to grainger.
http://www.grainger.com/Grainger/wwg/itemDetailsRender.shtml?xi=xi&ItemKey=1AH59

I say ignore the first time you tried and simply attempt to get warranty from Grainger instead!

 

[wrenchr]

I hope they are reading this!!!!

 

[wrenchr]

I say ignore the first time you tried and simply attempt to get warranty from Grainger instead!

They told me to purchase a kit from grainger for a "nominal fee".

 

[wrenchr]

I say ignore the first time you tried and simply attempt to get warranty from Grainger instead!

Going to grainger is a moot point now.
The tool says proto not grainger, and I feel I'm being jerked around by proto.
Well they ****!!! imo.

 

[rsanter]

go to the dealer and try for the warranty
then when you sell or trade the stuff off you will get a better return on your money.

I have heard that some of the LOWES will swap you one of their ratchets

bob

 

[64merc]

go to the dealer and try for the warranty
then when you sell or trade the stuff off you will get a better return on your money.

I have heard that some of the LOWES will swap you one of their ratchets

bob

Bob, it sounds to me like he is so frustrated with them right now that he is completely done with them. Since I'm such a nice guy I even offered to take the ratchet off his hands for him. I'm all about helping you know

I definitely understand his take on it, but if it were me, I would see satisfaction in pursuing this thing and making them eat their words.

 

[cruiser808]

I have supported one of the local Proto distributor folks to tens of thousands of dollars in coastal construction work that I have been involved with over the years. Unfortunately, my distributor went out of business. I thought I'd still have some loyalty from corporate, but very recently, I had a similar experience tying to get a kit for the same ratchet as Wrenchr's. The nice lady said she would sent it right out...nothing. However, just a year ago, I received a "no questions asked" replacement kit for a 5449P. The lever broke quite suddenly and the lady helping me admitted that corporate recognized the design flaw. The kit came UPS 2day air right to my office. My most recent encounter combined with Wrenchr's experience leads me to believe there is a very recent change in corporate policy.

The 5249 is a very strong ratchet, but does have weak points that has plagued it since Plomb days. It is the lever and cam mechanism. Because they have been historically peened together, they get loose over time. Not a problem to fix if a free repair kit is available. Big problem if not.

In desperation, I did manage to fix my 5249 because my particular problem was with a broken dog spring. I do have some extra 1/2" 5499 springs that I was able to squeeze into the 5249. Not original, but works in a pinch and I can't tell the difference in performance. Wrenchr, if your problem is with the springs or the dogs, I can send you some 5449 springs and 5259 dogs to you, my treat. Let me know if you want them.

 

[Kevin54]

I would try again and speak to someone different
It is guaranteed against defects and workmanship. So if it broke, it is a defect.

LIMITED LIFETIME WARRANTY

The Stanley Works and Proto Industrial Tools (collectively referred to as “TSW/Proto”) warants any of its Proto® manufactured products for the useful life of the product against deficiency in material or workmanship.

Torque Wrenches, Multipliers and Testers are warranted for one year, except for calibration which is warranted for 90 days from date of purchase. Torque products can be repaired and recalibrated for a nominal charge at the Stanley-Proto Authorized repair center (2195 East View Parkway, Suite#103, Conyers, GA 30013). Defects in material or workmanship will be repaired or replaced at no cost, all other repairs will be at a nominal charge. Torque products are precise measuring devices that require care in handling. Stanley Proto recommends that all micrometer wrenches be recalibrated once a year or more, depending on usage.

EXCLUSIVE REMEDY AND CLAIM PROCEDURE

• The exclusive remedy under this Limited Lifetime Warranty for products determined to be deficient in materials or workmanship by TSW/Proto is repair or replacement with a reconditioned tool of equal value by TSW/Proto.
• The selected remedy is at the sole discretion of TSW/Proto. In no event shall TSW/Proto be responsible for more than the original purchase price of the product.

And this is Stanleys warranty disclaimer

STANLEY MECHANICS TOOLS LIFETIME WARRANTY
If any Stanley Mechanics Tool ever fails, Stanley will replace it. Tools covered by the warranty include: wrenches, sockets, ratchets and drive accessories. Tools which have been improperly used, abused or altered are not covered under policy.

Do not return the product to the store. Simply call 800-505-4648 (M-F, 8-5 EST) and Stanley will ship a replacement.

 

[MarkH]

In similar situations, I just packed it up sent it to them with a note. It does not come back fixed, I will be buying nothing else from them. I clearly point out what I send a year and who the competitors are who want the business. To date only one item has not come back fixed.

I think it hit a little higher up than the person who made the initial decision. To my side the items I have sent in have not shown signs of abuse or high wear so normal wear has never been a question.

The one time it did not get fixed. I sent a copy of the invoices for a year, stating they HAD that business at one time. At that time a got a higher level oops from the company stating do not expect that to happen again. I think they learned you do not stay in business by opening the door out for the customer.

 

[Underdog]

I would try again and speak to someone different
It is guaranteed against defects and workmanship. So if it broke, it is a defect.

Why bother, I'd forget it. I just wrote off ever buying Proto. I'm only buying tools that the manufacturer warrants unconditionally, tho the list is getting smaller every day.

 

[cruiser808]

On a global and economic scale, yes you can and should dump Proto. I did and am dealing with Snap-on now. But, an individual owning these ratchets can still fix them with a little creative thought and desire. It all comes to economics and personal preference.

 

[gotmud13613]

Wow, I can't believe it, I just e-mailed them last week about my 3/8" 5250PBL ratchet that broke and they replied and said they are sending out a replacement, no need to send the other back.

I just received the replacement today via the big brown truck. So now if I can find a rebulid kit for the 5250PBL I'll still be able to keep it.

 

[64merc]

Wow, I can't believe it, I just e-mailed them last week about my 3/8" 5250PBL ratchet that broke and they replied and said they are sending out a replacement, no need to send the other back.

I just received the replacement today via the big brown truck. So now if I can find a rebulid kit for the 5250PBL I'll still be able to keep it.

Yeah, I remembered you telling us about your response from Proto recently, which is why I was so surprised by the response that Wrenchr received.

Could it be that their policy changed from one week to the next? I think he just happened to encounter their worst customer service rep.

 

[gotmud13613]

Wrenchr , Did you call them direct or e-mail ? Try e-mailing them back and state the ratchet basically fell apart.

I probably do the same as you if I was in ur shoes, But It's worth a second shot.

I was just expecting a rebuild kit for mine but when they said they would replace the entire ratchet I wasn't gonna argue with them.

Not sure if the new ratchet is as good as the other one but i'll give it a try and report back on it.

Here is a pic of the new one I got today, Actually says Made in the USA

 

[wrenchr]

Bob, it sounds to me like he is so frustrated with them right now that he is completely done with them. Since I'm such a nice guy I even offered to take the ratchet off his hands for him. I'm all about helping you know

I definitely understand his take on it, but if it were me, I would see satisfaction in pursuing this thing and making them eat their words.

I'm not mad I'm done, And it is going in the trash. thanks for the offer.

 

[64merc]

I'm not mad I'm done, And it is going in the trash. thanks for the offer.

Now that's closure!!

Too bad for Proto - maybe once people start following Wrechr's lead they will take notice.

 

[Merkava_4]

Wrenchr, I think you're giving up WAY too easily. Did you get the first and last name of the person you talked to? If you contacted them by e-mail, did they assign you a case number? Have you tried taking the ratchet to a Proto distributor and leaving it for a Proto Rep. to rebuild it for you?

 

[MarkH]

No company notices right away as people slowly drift away.

They notice a few boxes of unfufilled warranty repairs filling up their mailroom, much quicker.

 

[wilbilt]

For what it's worth,
Channellock and Klein have similar warranties. i.e., it's guaranteed against defects, but not against wearing out.

 

[lbgradwell]

I'm not mad I'm done, And it is going in the trash. thanks for the offer.

I'm just happy you shipped me that vintage Fleet set before it got pitched too! (Kind of a guilt-by-association thing...)