Chip on chrome on new Wright Ratchet (Toolup customer service)

[FlushingDIYer]

Finally received my new Wright Ratchets...

These are beautiful. I can't wait to wrench with them!

But they were packaged by Toolup in a box with no bubble wrap and because the ratchets were bumping up against one another, the chrome came off parts of the selector. Do new Wright tools come in protective sleeves? I was really hoping that they came in a sleeve. Or at least with a note from Wright about what oil to use? Does any of that come with a new Wright Tools purchase? It looked sad to see such beautiful tools strewn about a box, as if the packager hadn't a care in the world...

Here are some images:

I know in the grand scheme, some chipped chrome isn't the worst thing in the world. And I could probably reach out to Wright and get it rectified. But I bought this tool new because I wanted it to be new. And I really think this is a seller error. (Why wouldn't you package this a little better?) I reached out to Toolup and was given a Fedex return label, but no offer for a replacement to be shipped out. (It took nine days to get my order, I'm in NY.) And I wasn't given the option to keep it for a discount of a future order. I spent hours looking for the "best" price on the 3425 and the 3427 and Toolup had the best, no doubt. But if this is the kind of quality control they have in house and the kind of customer service they have. Not to mention, the nine days it took my order to get out here, the nine it'll take for it to get back, no clue how long it'll take to process my refund... This is not cheap.

I think I'm going to go with someone else. Especially since I'm kinda hooked on how these ratchets feel...

Am I being totally unreasonable here?

 

[Davefr]

Am I being totally unreasonable here?

I don't think so. Chipped chrome can be a safety issue and it's on the selector knob. It'll probably just get worse over time.

Vote with your pocketbook. If companies don't package correctly and product get's damaged then send it back.

Maybe try Epsteins next time. I've always read very positive things about them.

 

[B_Bimmer]

I would call wright and explain, I bet they would have just shipped you a kit.

 

[fatfillup]

I'd let Tool Up solve the problem and ask specifically how they will do refund if it bothers you. They need to know their packaging is a problem

 

[Wamsutta]

They should have been wrapped in foam sheets.

 

[bczygan]

No correct solution was suggested or obtained here.

The OP should have politely REQUIRED the seller to accept his return and replace the damaged items with new ones, properly packaged.

The buyer has a responsibility to himself, the seller and everyone else, to make sure the seller does things right.

And how can management know that the shipping clerk (I was one) is failing to properly wrap, unless customers tell them.

Bill

 

[Empty Pockets]

^^^ What Bill said.

As an old retailer, the only way management knows is if they are told

 

[bczygan]

I just talked to Chris, a salesperson at Toolup.

They receive the smaller ratchets 3 in a box, from Wright. So might get damaged there. I wouldn't have noticed such a small defect while shipping to the customer.

Shipping clerk decides how to wrap and pack. They do have bubble wrap.

If buyer had asked for exchange, they would have accommodated him.

Bill

 

[1foxracing]

If it really bothers you have Toolup replace it. My oldest Wright (1967) that belonged to me father has plenty of chrome chips in it and it never bothers me.

Of all the Wright ratchets I own none of them have ever come in any kind of sleeve, a couple have come with a plastic hang tag for retail display.

For lubrication I use Klotz Assembly lube though permatex seems to be a forum favorite here. Don't use grease!

If you disassemble it getting the locking ring back in can be tricky the first few times, after that it will seem easy though.

 

[gdocktor3]

Wright Tool will most likely send you a new selector switch, or entire rebuild kit, for free and in a day or two I'm guessing. I would email or call them. Then never ever buy from that toolup again.

 

[BIG BACCHUS]

Gonna sound crazy, but I lube all my ratchets with Aeroshell 560 (turbine engine oil) it's compatible with most rubber seals and won't cause corrosion. I have a qt in the garage I got for $11 that has lasted a good bit.

 

[Fedwrench]

It sound like searching the Internet for the lowest price may not have gotten you the best service.

Honestly, I would probably smooth out the selector switch with 1200 grit wet dry and call it good. I know it's more about the principal but, it doesn't seem worth the time & effort when the ratchet will get dinged/scratched/dropped with use but, that's just me.

 

[Keep]

I use 3 in 1 in my Wright ratchets, they so not seem to like the thicker stuff folks here seem to love.

If Toolup gives you the run around, just call Wright, explain and wait in for the replacement parts in the mail.

 

[Derek420]

I use a couple products by Lucas oil ,Tool box buddy, oil for turbos not sure it has a name, and my favorite is engine assembly lube which works awesome and protects against friction. Now as far as the chrome chip if it were me it wouldn't bother me much it's so small. I would just call wright and get a new rebuild kit and be good as new and you will have spare internals. I agree they should have wrapped them up better for shipping but even snap on sends stuff like that every time I have gotten something from them in the mail it's always a big box with the tools thrown in there and like a sheet of air pocket type shipping material on top of it all and it all can just slide around and bump into each other. I've noticed it's very common for Wright's chrome tools like ratchets and sockets to develop chrome Peel, must just be the type they use and how they do it. I've got tons of wright sockets that have chrome Peel but I'm not bothering getting them replaced because something like that doesn't matter to me. As long as it works is all I care about.

 

[Infinia]

I use 3 in 1 in my Wright ratchets, they so not seem to like the thicker stuff folks here seem to love.

YES do the same thing on my Wright 2400* and all my RHFT ratchets infact. I remember that fateful day I oiled it cause I almost lost the tiny retaining clip doing it. *The 1/4" ratchet with a roundhead smaller than a penny. I see chrome chips on the outside edge IDK why, its always been like that. Gives it "character" as some would say.

 

[FlushingDIYer]

I would call wright and explain, I bet they would have just shipped you a kit.

I've emailed Wright. But not about getting a kit shipped out to me, more about how to proceed, and about who pays for this error. If it's Wright that loses. I guess I'll keep it and never shop at Toolup again. I think this is Toolup's error. I'll post the pictures below showing you how the package arrived. If you guys think this is how you ship a hundred dollars worth of new ratchets, well, then I guess I got a thing or two to learn! I guess what I'm asking for here in this post is about how to proceed. I don't want to bug or impose on a company like Wright. I understand they go to great lengths to keep stuff in America. And I appreciate that. I'm willing to pay for that. And even if I return these ratchets, I plan on buying these pieces again and seeing how they work for me.

I'd let Tool Up solve the problem and ask specifically how they will do refund if it bothers you. They need to know their packaging is a problem

They just said to send it back. When I asked if they could ship out a replacement right now (to cut down on the shipping times) they said they don't do that. They'll just refund my money and I am free to order again if I wish.

They should have been wrapped in foam sheets.

Or bubble wrap! Or packaging paper! Or even newspaper! Even saran wrap!

No correct solution was suggested or obtained here.

The OP should have politely REQUIRED the seller to accept his return and replace the damaged items with new ones, properly packaged.

The buyer has a responsibility to himself, the seller and everyone else, to make sure the seller does things right.

And how can management know that the shipping clerk (I was one) is failing to properly wrap, unless customers tell them.

Bill

I was never given any alternatives. I thought they would ask me if I wanted to return the tools and that they they would reship my order. I asked Cripe for something similar when they made a shipping error and my local post office refused their package... They immediately shipped out a replacement, like it was no big deal. That's customer service!

But Toolup just told me they don't do that. So I would have to wait nine days for my package to get to them, x amount of days for them to process my return, and then wait another nine for my order to get back to me... I thought about just sucking it up and taking the tools, if of course they were to offer me a credit or discount, either on this order or applied toward another order. They ignored that.

I just talked to Chris, a salesperson at Toolup.

They receive the smaller ratchets 3 in a box, from Wright. So might get damaged there. I wouldn't have noticed such a small defect while shipping to the customer.

Shipping clerk decides how to wrap and pack. They do have bubble wrap.

If buyer had asked for exchange, they would have accommodated him.

Bill

Hey Bill, I was told they don't do that. I have to return and reorder again. I suppose I could reorder right now with them and start the nine-day clock.... But I'm not going to patronize a company that didn't go out of their way to accommodate this error. It just doesn't seem right to me.

Wright Tool will most likely send you a new selector switch, or entire rebuild kit, for free and in a day or two I'm guessing. I would email or call them. Then never ever buy from that toolup again.

Yeah, I know. But again, I don't want to do that to Wright. I don't think this is on them. Look at how Toolup shipped my ratchets.

It sound like searching the Internet for the lowest price may not have gotten you the best service.

Honestly, I would probably smooth out the selector switch with 1200 grit wet dry and call it good. I know it's more about the principal but, it doesn't seem worth the time & effort when the ratchet will get dinged/scratched/dropped with use but, that's just me.

I think you're right. Especially being that at Epstein I'm looking at dropping an extra $12 for my item. But you nailed the issue on the head, it's principal. Do I want to spend an extra $12. Well, the more I think about it (and the more I type) yeah, if it means I'm going to get quality service.

I use 3 in 1 in my Wright ratchets, they so not seem to like the thicker stuff folks here seem to love.

If Toolup gives you the run around, just call Wright, explain and wait in for the replacement parts in the mail.

I emailed Wright. I wonder what they'll say. Again, I don't want to put the responsibility on them. They work hard (I'm assuming...) to keep stuff USA made, and I know that's worth something. I'm not trying to be a [insert expletive] here...

This is what the ratchets looked like when they arrived in the mail. I'm recreating this, I can't recall exactly what position the ratchets were in when I opened the box. But this is what it looked like...

This is how I would ship them back...

 

[gdocktor3]

Since Toolup was the cheapest by far, keep the ratchets and buy a rebuild kit. Now, you're not inconveniencing Wright, not waiting for Toolup, not dealing with shipping, and you'll have a set of guts to swap just in case one of them fails. That meets all your criteria. Otherwise, I'm not sure what else to tell you. I feel every feasible option has been mentioned.

 

[wmm2]

Since Toolup was the cheapest by far, keep the ratchets and buy a rebuild kit. Now, you're not inconveniencing Wright, not waiting for Toolup, not dealing with shipping, and you'll have a set of guts to swap just in case one of them fails. That meets all your criteria. Otherwise, I'm not sure what else to tell you. I feel every feasible option has been mentioned.

The problem with doing that is the price of the rebuild kit. Most places will charge $35 to $40 for the Wright kit. It's not unusual for the kit to cost more than what you would spend for a new ratchet. The cheapest price I found just now was one on ebay for $20 delivered. So, outside of keeping the damaged one, I think Flushing is going to have to spend more money.

My response would be to not reward toolup by reordering. I'd return it to them, and order from Epstein. My experience there is consistent with the good things I've read here about them.

 

[buba]

I've emailed Wright.

Call them don't email them, you will get much faster service. Email is not their core business.

 

[winlinmac]

I don't think spending more is going to get you a better looking ratchet. I've spent less on Amazon and have gotten ratchets in immaculate condition with the right packaging (bubble wrap on each ratchet to prevent damage).

Since the chip damage is specifically on the selector, Wright might send you a rebuild kit to replace that selector. The extent of chip damage can at times dictate the longevity of the tool. You can still use the ratchet, but the chip damage spread will prevail and at that time any tool company "can" claim that the ratchet was misused, abused, etc (based on how you explain the problem).

I would rectify this now and get ToolUp to resolve this order for you. There's usually a 30-day gap between when the tool was purchased and when warranty can usually be honored. If there is a $5 dollar difference between merchants, I'd try a different merchant. However, the outcome may vary. Wright packages about 3-6 ratchets per box / bulk packaging (based on the pictures I've come across on the internet), but that doesn't seem to be the cause of chip damage. Minor scratches may be visible, but using Meguiars Ultimate Compound should get rid of those surface imperfections.