JH williams return policy?

[barrybeefburger]

So let me first say I havnt joined because it want to complain about a company, I joined before this came about and I do use the search function, alot, to answer any questions I have, Im only a home user as well.

After I did some research I decided on a williams 1/4 socket set #50661, at the time I didnt know there was an authorized dealer about 40 min drive from me so bought it from Amazon, the set arrived and it was as good as I expected... except, the back drag on the ratchet was really rough and would bind up and had ALOT of movement with a socket on, about the same time it arrived I also found out about the AD so thinking no problem, I will just go down and exchange it, now this is when it starts going wrong (JH williams).

So the Lifetime warranty is not, its a limited lifetime in that its only valid if you buy from an AD and you still have the receipt, if you buy anything from Amazon or any other place except an AD and it goes wrong then you have to go through them and not JH Williams? The other interesting thing is that the lady i spoke with said the same about all snap on tools as well?

Once I get this sorted out Im going to reconsider some of the other stuff I was going to buy from them.

Has anybody else had this issue with returning stuff.

 

[Avplayer]

No experience with them but i know i've bought several used snap on tools and had no problem exhanging them out on a truck...same goes for S-k. Couldnt u just say u dont have the receipt or it was a gift

 

[DBendr]

Tell your Amazon tied credit card people it's garbage, the phone issues you had, and you'll have your money back pretty quick I imagine.
PayPal would fix it fast too.

 

[ihateminimumwage]

Just like the tool trucks, Authorized Dealers can provide exchanges at their discretion.

It's been noted on here many times that warranty service with most of the tool companies can be very different depending on who answers your call. Some want a receipt, some want you to mail the defective tool in, some will just send a new one no questions asked. All those can happen with the same company in three different calls.

If you really want to return it, contact the Amazon seller, otherwise I'd open it up and see if something is out of place. Could always call Snap-On Industrial and get a rebuild kit sent out. I've had zero issues with all the Williams ratchets I've had.

 

[ssdave]

This is a warranty issue, and if you contact Williams directly, they should warranty it without problem.

This is a case of your local dealer defending his business turf against internet sales. His thought, rightly so, probably, is that why should you buy at a discount from an internet retailer and then get free service from him? So, his advice to go back to the internet dealer and get service from them. This is a lot like the local snap-on truck guy. If you buy all your stuff on the internet, and then expect him to warranty it, he might not want to do so. You're giving all the business and profit to someone else that way, but making him do the free service work.

If you're a regular buyer at the local Williams dealer, I'd bet they'd warranty something without any hassle at all.

The phone in or internet Williams national service department should warranty it without any problem, regardless of where you bought it. I do that for my Proto stuff, now that there's almost no retail outlets available. I've been doing that for my Snap-on since I recently moved, and don't have a working relationship with the truck guy here.

 

[woody 73]

That Williams company makes pure **** why even their screwdrivers are bent and twisted out of shape, oh the humanity as soon as I can I am going to dump every one of my Williams tools in favor of all the new craftsman hand tools and never buy them ever again.

Next verse same as the first, that craftsman company makes pure **** why even their wrenches look like lobster claws, oh my gosh what happened to them, I am going to have to dump everyone of them and buy proto and never buy craftsman again.

Next verse same as the first, that proto tool company sent me sockets without being stamped and they have paint and rust inside of the sockets, as soon as I can I am going to dump all my proto and buy Mac tools...

 

[kythri]

Tell your Amazon tied credit card people it's garbage, the phone issues you had, and you'll have your money back pretty quick I imagine.
PayPal would fix it fast too.

Why on earth would you jump the gun like this?

You could deal with Williams directly, or deal with the seller.

If it's a 3rd-party (Marketplace) seller, talk to the seller first.

If that doesn't work, or if it's sold by Amazon directly, talk to Amazon (open a claim with them).

Calling your credit card company when using Amazon should be an extreme last resort. I have to see Amazon refuse to handle legitimate issues with purchases.

Amazon can (and has) banned people for behavior like this.

 

[barrybeefburger]

Ok, thanks for the quick replies.

let me say that the AD was great, it is JH Williams who are the problem.
I could have lied, but thats not my style. When I spoke with JH williams they were adamant that I have to return it via amazon for an exchange, and that this warranty requirement is valid for all the tools they sell, I explained that I have moved to Canada from the UK, and I have exchanged something I bought over there, here, with another company without issue (Signet) and she just ran the company line, if its not bought via an AD then basically you are SOOL.

I will be sending the set back, luckily it is still within the 30 day return, my concern is what happens once the 30 day return runs out and something happens next year or some other time?

 

[gagreen]

I bought a 90 dollar Williams creeper seat of amazon and the pos press board they use snapped in the middle. I'm only 225 lbs. Dealing with Williams directly had been a dead end for nearly two weeks. I'm done with them. The seat is 7 months old and still nearly brand new condition. I won't buy snap on industrial or snap on until I'm serviced by a dealer again. I probably know the lady you talked to, they all know me in customer service now. We'll see if polite but persistent pays off.

 

[barrybeefburger]

Im not going to hold my breath for you!!! but good luck

 

[kythri]

Ok, thanks for the quick replies.

let me say that the AD was great, it is JH Williams who are the problem.
I could have lied, but thats not my style. When I spoke with JH williams they were adamant that I have to return it via amazon for an exchange, and that this warranty requirement is valid for all the tools they sell,

This is not uncommon.

Williams does sell to a bunch of "authorized dealers" who aren't Internet discounters. Policies like this are to protect that sales channel.

Lots of car electronics manufacturers have identical policies - Amazon and eBay are not typically "authorized" sales channels, therefore, warranty and support does not apply to merchandise purchased there.

I don't necessarily agree with it, since it's not like these "gray market" product are stolen - they somehow were legally sold by Williams to someone who directly/indirectly sold them to Amazon/eBay, but that's how it is.

That said, just contact the seller via Amazon, explain that the thing you just purchased is defective, and ask them to replace it. EDIT: Looks like you're returning the whole thing?

my concern is what happens once the 30 day return runs out and something happens next year or some other time?

You buy a new one, with the your savings from buying it cheaper in the first place.

 

[barrybeefburger]

The irony is that its cheaper at the AD than from Amazon!!!

 

[panknuckshovel]

The irony is that its cheaper at the AD than from Amazon!!!

The ratchet is the only problem with the set? If so, cut your losses and go to the AD or online and get the M-52EHA ratchet for right around $16. If you dont mind it in Industrial/black finish you can find it for around $12.

 

[barrybeefburger]

I have returned the set for a refund, luckily it was within 30 days so didnt cost anything to return.
That ratchet in Canada is $50.

 

[panknuckshovel]

I have returned the set for a refund, luckily it was within 30 days so didnt cost anything to return.
That ratchet in Canada is $50.

$50!!!!!!!!!:tard: WTF EH!!!!!!!! Even with the exchange rate that better include extra vaseline.

 

[Strouty]

That is a bit upsetting, you think they would just replace the ratchet for you.

 

[gagreen]

The ratchet is the only problem with the set? If so, cut your losses and go to the AD or online and get the M-52EHA ratchet for right around $16. If you dont mind it in Industrial/black finish you can find it for around $12.

Cut your losses!? We aren't talking Harbor Freight out craftsman we are talking about a premium brand with a premium price and terrible customer service. It is bait and switch, buy the nicer more expensive brand for the service and long term. It's all backwards if it were tekton they would have a replacement in the mail after the call. You gotta be kidding cut your losses. I plan to take up their time everyday until my premium priced pos seat gets replaced. These customer service and quality complaints are rampant on amazon.

 

[Davefr]

Industrial tools (ex: Williams, Armstrong, Wright and Proto) cater to industrial customers buying thru industrial distributers. (typically business to business)

Warranty issues can be tough if you're outside of that channel since they're really not set up that way. YMMV getting any direct help.

 

[panknuckshovel]

Cut your losses!? We aren't talking Harbor Freight out craftsman we are talking about a premium brand with a premium price and terrible customer service. It is bait and switch, buy the nicer more expensive brand for the service and long term. It's all backwards if it were tekton they would have a replacement in the mail after the call. You gotta be kidding cut your losses. I plan to take up their time everyday until my premium priced pos seat gets replaced. These customer service and quality complaints are rampant on amazon.[/QUOTE


I get you on customer service, but yes, the OP should cut his losses. Going by the part number the OP posted that set can be had for $33 on Amazon, the AD up the road from me has it for $29 before signing up for discounts. The ratchet is $8, his time is worth more. The set may have a premium name, but it is a Chinese set and might as well be Harbor Freight, Craftsman or Duralast.

 

[barrybeefburger]

That is a bit upsetting, you think they would just replace the ratchet for you.

Thats all I wanted, I can completely understand the AD not wanting to warranty the ratchet but the AD called up Williams anyway to try and help my situation.

When I called Williams up, the attitude I got from the lady I spoke with was such that I new I was going to get no help.

 

[ssdave]

Well, this thread got me thinking and I'm pretty easily amused and not a lot to do at the moment. I have had a broken 1/2" swivel on my workbench for 2 years, waiting on the time to warranty it. Today was the day, I called Snap On Industrial Brands about warranty.

The lady who answered asked me for the part #, and then how long I had it. I told her probably 15 to 20 years. She told me that the part wasn't lifetime warranted, it was warranted for the life of the tool, and if it was that old, it was probably past the tools lifetime. She did tell me that I could send it in and they'd evaluate it.

The swivel isn't worn or rusty or old looking, it is in near perfect condition, with the exception of the sheared cross pin, so that it's in two pieces. I invested $2.30 to send it to Georgia today. I'll report back with what their response is in a few days or weeks.

I sent a similar broken swivel to Proto a few months ago. It was much more worn than this one. They replaced it, no problem. I expect the same level of service from Proto, Snap-on, and Williams, which I consider to be more or less the top 3 USA brands. I'd be surprised if Williams does anything different than Proto did, or than I have had Snap-on do.

It's interesting to see so much difference in customer/warranty service between Williams and Snap-on, given the same corporate ownership. The tone of this call was very brusque and fairly unhelpful. Entirely different than dealing with Snap-on and Proto, where the tone of the call is always very accommodating and professional.

 

[woody 73]

I don't know all the answers and things might have changed from just a few years ago; but I gave them a call and I explained that my 1/2" drive needed a rebuild kit. I mailed it back to them because they thought the kit might not still be made for that model. Maybe a few weeks went by and they sent me a new model ratchet.

Have things changed that much from just a few short years ago?

 

[gagreen]

I'm officially done with Williams. 90 dollars on a creeper seat that broke in the middle within 5 months. I'm under the weight limit, honestly lightly used no stains even. They want me to send it in on my dime 35 to 40 bucks due to its bulk for evaluation. I sent detailed photos as they asked when I refused to for the return shipping the first time and they just requested photos.
The creeper seat is grade a american made junk and their service is piss poor. From original call to today the loop has taken 3 weeks. I called once a week at first then started calling daily.

I may just continue to call everyday until I save enough to buy a better seat just to be a ****. I'll never touch Williams anything again.

 

[CJM8515]

IDK I never had issues calling the hotlines and getting stuff replaced. If you get someone who makes it an issue hang up and call back. I had warrantied a blue point brake flaring tool (the wingnut snapped on the vise part) that wasnt mine (broke a friends and was to ashamed to tell him) and they had no issues. The thing had to be 15-20 years old and not onyl did they send me the parts they sent me the entire vise part instead. Oh they didnt want it back. I called Mac and no issues either. Stanley too gave me no problems as did Husky. I also called sunex cause one of my sockets arrived very damaged, they too had no issues at all.

Lets be realistic-if they wont stand behind their product you do what you gotta do to get them to do their job. How are you supposed to know amazon is not an authorized dealer? if they arent they shouldnt sell it.

 

[gagreen]

IDK I never had issues calling the hotlines and getting stuff replaced. If you get someone who makes it an issue hang up and call back. I had warrantied a blue point brake flaring tool (the wingnut snapped on the vise part) that wasnt mine (broke a friends and was to ashamed to tell him) and they had no issues. The thing had to be 15-20 years old and not onyl did they send me the parts they sent me the entire vise part instead. Oh they didnt want it back. I called Mac and no issues either. Stanley too gave me no problems as did Husky. I also called sunex cause one of my sockets arrived very damaged, they too had no issues at all.

Lets be realistic-if they wont stand behind their product you do what you gotta do to get them to do their job. How are you supposed to know amazon is not an authorized dealer? if they arent they shouldnt sell it.

Blue point gets handled by snap on which is the easiest fastest phone warranty in the game.

Williams you'll get one of three people every time. They are under snap on but are the worst warranty I've ever dealt with in tools.

 

[exmaxima1]

FWIW, I recently had to send a vintage Williams ratchet that was slipping in for warranty. No issues, they sent me a new one. The new one is nice and shiny, but I never use it as it doesn't talk to me like the old one did---think twice before giving up a vintage tool for a new one.

 

[SuitorsGarage]

Buying tools from an AD is the way to go. I'm a shop foreman so I decide what tools get purchased and from whom. Our shops are tough on tools (Mt. Washington Cog Railway). My choice for most is Napa Carlyle based on warranty. If a tool gets broken a new one is delivered same day no questions asked. I spend a lot of money with Napa and am fortunate to have a Napa commercial distributor for a vendor. Not your average Napa store. I see a Napa rep/salesman once a week minimum and he fully understands that service is why he gets the business.

This is the deal we have. If we break an sk ratchet from misuse I need to try and get a warranty from say MSC or SK directly. That can be denied because of abuse of the tool. SK ratchets are nice but if we have a break down and need to get the job done by putting a pipe on a ratchet then that is what happens no matter what brand ratchet. Given the right circumstances tools would never get abused but it will happen. Napa knows that and just replaces anything that I buy from them.

My point is that the tools I buy from them are purchased mainly for warranty.
On a side note: I hate to see tools abused and broken but they are ultimately to get the job done.

 

[ssdave]

Well, this thread got me thinking and I'm pretty easily amused and not a lot to do at the moment. I have had a broken 1/2" swivel on my workbench for 2 years, waiting on the time to warranty it. Today was the day, I called Snap On Industrial Brands about warranty.

The lady who answered asked me for the part #, and then how long I had it. I told her probably 15 to 20 years. She told me that the part wasn't lifetime warranted, it was warranted for the life of the tool, and if it was that old, it was probably past the tools lifetime. She did tell me that I could send it in and they'd evaluate it.

The swivel isn't worn or rusty or old looking, it is in near perfect condition, with the exception of the sheared cross pin, so that it's in two pieces. I invested $2.30 to send it to Georgia today. I'll report back with what their response is in a few days or weeks.

I sent a similar broken swivel to Proto a few months ago. It was much more worn than this one. They replaced it, no problem. I expect the same level of service from Proto, Snap-on, and Williams, which I consider to be more or less the top 3 USA brands. I'd be surprised if Williams does anything different than Proto did, or than I have had Snap-on do.

It's interesting to see so much difference in customer/warranty service between Williams and Snap-on, given the same corporate ownership. The tone of this call was very brusque and fairly unhelpful. Entirely different than dealing with Snap-on and Proto, where the tone of the call is always very accommodating and professional.

My expectations were fully met with warranty service from Williams. Today in the mail, I received a new swivel to replace the broken one sent in for warranty. Other than the difference in personalities of the customer service rep on the phone, warranty service was as simple and as painless as with Snap-on or Proto. So, my faith in all of the top 3 brands for service remains intact!

 

[four.cycle]

"...I told her probably 15 to 20 years. She told me that the part wasn't lifetime warranted, it was warranted for the life of the tool, and if it was that old, it was probably past the tools lifetime...."

Thank you, Dave. That is absolutely hilarious - funniest thing I've seen all week, I think.

Was that lady new in the tool business?

I've got some sockets that are older than me, and they've still got all kinds of "life' left in them.

 

[fras_auto]

just like the tool trucks, authorized dealers can provide exchanges at their discretion.

It's been noted on here many times that warranty service with most of the tool companies can be very different depending on who answers your call. Some want a receipt, some want you to mail the defective tool in, some will just send a new one no questions asked. All those can happen with the same company in three different calls.

If you really want to return it, contact the amazon seller, otherwise i'd open it up and see if something is out of place. Could always call snap-on industrial and get a rebuild kit sent out. I've had zero issues with all the williams ratchets i've had.

very true!!!....im a napa store manager from a family owned store and i never turn away a warranty whether bought here or not...with or with out receipt.....i hear stories from customers that the other napa store wouldnt warranty it that is just pure bs!!!