Koken ease of warranty?

[JonDick13926]

I broke a 5mm hex ("Allen") socket today replacing sway bar links (on a 2015 Escape with 18K miles, so nearly no corrosion or rust), so when I say broke, I mean the tip sheared right off under nearly no load at all. I'm assuming this HAD to be some kind of a defect, and am in no way complaining about this company or their tools. This is the first time I've attempted to use this particular socket, but the other sizes have worked flawlessly in the past.

I just emailed KokenUSA to see what can be done. It's not a HUGE deal, as it's just one little socket and I actually thought about just buying a gold Snap On 5mm hex socket off the truck as a replacement, but I figure I'll wait and see what Koken says first.

Has anyone warrantied any Koken tools?

 

[JonDick13926]

Man those people reply fast. I already got an email response back saying they would replace it for free once they see it and make sure there are no signs that it was used with an impact (which it wasn't). So I'm going to say so far that the warranty seems not so bad. Will send it to them tomorrow. Next step will be to see how long it actually takes to receive a warranty socket.

 

[General Geoff]

keep us updated!

 

[redvalkyrie]

Yes. Keep us updated. I've often wondered about this situation.

 

[Richard Cranium]

send them a digital picture of both ends. it will be quicker.

 

[JonDick13926]

send them a digital picture of both ends. it will be quicker.

Have you done that before with Koken? The email they sent me specifically requested I send it in to them. I didn't think to ask about sending pictures.

 

[DBendr]

It's not 1970 anymore. Just send the socket. Engineering likes to review failures and see where the weak link is. In a way I'm somewhat surprised because many companies treat tips like that as "consumables". Japanese pride comes into play here, I imagine.

 

[JonDick13926]

Shipped the socket out today. Tracking number 9500111167336037416930.

Curious to see what kind of time it takes for warranty item to return.

 

[JonDick13926]

Great news on the Koken warranty. The warranty service was awesome,really fast imo, and even came back with, not only a brand new socket, but a fairly personalized letter and some other extras (a Koken pen, a Koken 2016 planner, and a Koken notepad). Pictures for proof.

 

[gtlaw]

That's some customer service right there

 

[JonDick13926]

That's some customer service right there

I agree. I was very happy about it. I think Koken is going to get plenty more business from me.

 

[BK13]

That's some customer service right there

Yeah, pretty amazing.

 

[Mr. Tool]

Awesome warranty service from Koken.

Waiting on my order of Koken tools shipment to arrive. Steadilly increasing my Koken tool inventory.

 

[Tree Cutter]

Awesome warranty service from Koken.

Waiting on my order of Koken tools shipment to arrive. Steadilly increasing my Koken tool inventory.

Looks like they are trying to get established in the world market and build a good name. Smart business sense.