Share your Positive Warranty Experiences!

[davethorik]

Like the title says, keep it positive! What tool companies have done right by you with their warranty? Share! Doesn't matter manufacturer or coo, power or hand tool.

I'll start, I have had very positive experiences with 4 manufacturers...I had Snap-on and Wright Tool send me free rebuild kits for ratchets when admittedly these were going in used tools I'd bought secondhand. The folks on both of their customer service phone hotlines were courteous, professional, and helpful. I was so happy I've decided that when I need more tools, they will get some business from me. In the meantime, brought 2 great ratchets back to life that were previously in the junk pile.

I've also sent a broken ratchet to Proto (selector broke inside head on a 5250XL). I sent it to them with a note describing problem, and in a little under 2 weeks got a brand new ratchet still in the plastic.

Lastly, of course, Craftsman. I lent my double ended USA straight/90° scriber with aluminum handle to a friend, who promptly broke the 90° off entirely. Being a good friend, he informed me, then went to a Sears Hardware and exchanged it for a new, as well as buying himself one. Which was good because it was only gone a few days but I needed it for so many things in it's absence. I've already found a source for Ullman (Who made it for Craftsman) versions for a whopping $1.25 locally, I'll just pay it if I need new. Plus they are a great gift for just about anyone except small children lol.

 

[finn]

Craftsman at Sears Hometown a month ago. In and out with two screwdrivers in ten minutes.

Snapon: replaced an obsolete roto head with a cushion grip, and two 1/4” kits a couple of weeks later. Both were either online or phone, can’t remember which.

Honorable mention goes to Marco. I got up in the fiasco when they fired Apex and developed a new vendor in Illinois. It took a year, but they kept their word and got me a new ratchet.

 

[ScottsGT]

I think it was Sunex?? Hose reel. Prawl went bad. Sent photos, new parts expedited out with 2 day shipping.

Sony 60" LED TV. Bought the two year extended warranty. 3 months before it expired I put in a claim due to shadows along the edges. I'm a Broadcast TV Engineer. I saw the problem like the nose on my face. No one else in the family could see it.
Tech came out and verified problem.
New TV shipped out same day. Asked them what do I do with the old one? They said dispose of it in my most convenient way.
Future Son in Law gave me $500 for it. I was going to put it in my garage. this was 4 years ago and it still look the same and they have no complaints.

 

[Zebu Fellenz]

Snap-On warrantied a small pile of tools and a pair of box slides for me with nothing more than an email with a few pictures. Didn't send the old tools back, was told to destroy everything.

Mac Tools warrantied a pair of slides for an old friction slide top chest that I accidently ran over with a Bobcat. Again just sent an email and parts came in the mail, took awhile as some parts were backordered.

 

[Nineeightyone]

I had a harbor freight torque wrench (3/8" IIRC) on which the nut at the base broke, I took it to the store and had a replacement within 2 minutes, straight off of the shelf. The wrench wasn't abused or mistreated, no questions or hassle I was just told to grab a new one off the shelf and I was on my way. Pretty positive experience, and since I live very close to a HF, it wasn't a bad deal at all. I buy HF and Kobalt tools primarily, never had a Kobalt warranty issue but if it happens we'll see what happens. Generally though Lowe's has been pretty on point with my returns/exchanges, so I would expect any warranty issues would be pretty hassle-free as well.

 

[niget2002]

small Craftsman angle cutters.

Was young and stupid. Trying to cut piano wire that was thicker than I should. Couldn't get enough squeeze with just my hands, so I tossed the cutters into the jaws of my 8" bench vise. Some part of my brain was smart enough to throw a towel over the setup. Started cranking on the handle and one of the cutters exploded.

Walked into Sears, showed him the cutters. Guy walks over and hands me a new set. Afterwards he asked how I broke them. I told him, and him and the other guy at the counter (quite a bit older than me) started laughing. He recommended using a cutoff wheel on a dremel next time. I smiled, told him the dremel was in the house and the vise was 'right there'.

 

[mmason7764]

SK DT80 3/8" ratchet from Circle C Supply. Clicked 80 times in one direction, 40 in the other. Called customer service just to ask them if it would correct itself with use. CS rep went and asked a product manager and told me it was defective. Sent out a rebuild kit without any proof of purchase or photo or anything !!

The replacement works great.

She was quite happy to be working at SK and proud of their products. Had a nice chat.

Mark

 

[jacked_72]

Stanley has been great about warrantying old Husky stuff. If the store didn't have it, they'd mail me a replacement. Williams was ok; I had to mail in the socket first and then they replaced it, but that's what the warranty said was required. Craftsman warrantied a couple of broken 1/2" ratchets for me in 1992 with new ones off the shelf with no problem. And Harbor Freight has been no problem at all. I've replaced some broken extensions and screwdrivers.
And that's about all of the positive tool warranty experiences I can think of. The rest are rather negative.

 

[Copymutt]

Boggs,
it's not often I splurge on foot ware but, I did about 14 yrs ago. I'm pretty rough on wearables and put up with, repaired many times a set of high top Boggs. They have shortcomings in design and materials. When it came time to replace them my wife suggested it shoot pics and email to the company.
Voila, they sent a brand new replacement pair at no cost, after about 14 yrs!I was astounded. Now if I can just keep the coated fabric tops from getting all cut up from getting on and off the tractor.
Jim

 

[driftpin]

Bosch warrantied a vacuum pump/bleeder tool, I bought a rebuild kit of the gaskets & I needed the vacuum gauge too,which I ordered at the same time. They sent me all the parts, and a complete, new tool! I think the brand is Acton, now owned by them, and originally bought new at Sears.

 

[ssdave]

Snap on has always warranted stuff for me without difficulty. Proto, used to warranty at Willet Brothers (local auto parts) but after they stopped carrying them I've sent back stuff to Proto in Georgia, they send replacements in a few days. Same with Williams. Craftsman has been kind of hit and miss over the years, depending on the store. Some would argue with you, most of the time they didn't have the correct replacement, but if they did it was usually simple; hand them the old one and new one, they rang it up and gave it to you. SK used to be able to warranty across the counter at the auto parts store, don't ever remember having a problem with them. But, haven't done any recently, and local auto parts doesn't sell anymore. Lisle I've warranted at the local auto parts store, no problems. Gearwrench warranted at Ace when they sold them, no problems other than they needed warranted a lot.

 

[shanny19]

Crappy old KD/Allen/Whatever tri-wing USA ratchets magically turn in to nice Asian Gearwrench ratchets through the mail to Apex, no questions asked. Highly recommended.

 

[Trey T]

warrantied a M12 multi-tool two years ago at a local Milwaukee service store. The battery male terminal broke off and got stuck in the battery. The multi-tool was no hassle but had to wait for 2wks. The battery had to be sent into Milwaukee w/ prepaid stamp and that took another 2wks.

Got new multi-tool and battery. Now I lost them both ... can't find it. SIDE NOTE: That gave excuse to get the M18 multi-tool and I would never recommend the M12 version to anyone.

 

[ScottsGT]

I forgot about the M12 6.0 battery that started smoking on me during heavy use on a 100 degree day. No issues at all on that one either.

 

[C.L S2000]

years back I was fighting with a exhaust bolt which snapped my flex head 3/8" Snap On ratchet anvil right off (I know, should have been using a 1/2" for something that stuck) and my Snappy dealer replaced the anvil the next day no questions asked.

Just last month I ordered from Amazon the Astro Pneumatic 1600 punch and chisel set and it looked like the package was opened already where some pieces were missing or replaced with off brand pieces. I contacted Astro directly about this where they sent me out a new set and I had it within days. Come to find out, it was a return from someone which got sold/sent to me from Amazon I guess by accident. Astro made it right and a happy customer.

 

[PNWguy]

Pelican cases: I broke a latch on a case and called them up. I asked how much it would cost for a replacement and they said nothing at all. A replacement (and an improved design) arrived within a few days, along with instructions.

Dillon reloading equipment: I had the wall wart on an electronic scale go missing, and I called to see if they would sell me one. They sent a free replacement.

Yuri's TouchDRO I smoked the DRO board, and asked him about a replacement. He asked me to send it back, so he could replace the components (these are tiny little surface mount bits). It arrived back at my house in a week, for no charge.
If you aren't familiar with TouchDRO, it's a really piece that uses cheap Chinese DRO scales (which were on my mill when I bought it) and an Android tablet for a DRO. TouchDRO

 

[EOC_Jason]

SK sent me a couple ratchet rebuild kits, no questions asked just what was my address. Also sent me a catalog after I inquired.

Snap-On guy searched his truck high & low for a rebuild kit, made phone calls, searched his computer... Managed to find his last one for that particular model. As he was cleaning he sprayed brake cleaner in his eye! I felt so bad... But he got it rebuilt and working like a top.

I know my Sears Hometown Store owner will bend over backwards to make customers happy.

I emailed Insulfoam about my garage door panel insulation was starting to bubble and delaminate. They sent me replacement panels without me even asking! (I contacted to ask what the cause could have been.)

OXO sent me a replacement pizza cutter when I showed them a picture of how a plastic piece was starting to break.

 

[BDT/NWMN]

SK ratchet kits were ordered on their automated system, and arrived fast.
Snap-on has always given the red carpet service.
Remington pole saw was purchased at a Home Depot in the Seattle area, and was replaced with a new unit at the Home Depot in Bemidji, Mn.
Craftsman tools were exchanged with no hassle.
HF replaced four tools with no issues or hassle.
ProTo replaced tools under their warranty agreement.

 

[dogdog]

Sears/Craftsman best hands down
HF also good, no hassle.

 

[gte718p]

Yuri's TouchDRO I smoked the DRO board, and asked him about a replacement. He asked me to send it back, so he could replace the components (these are tiny little surface mount bits). It arrived back at my house in a week, for no charge.
If you aren't familiar with TouchDRO, it's a really piece that uses cheap Chinese DRO scales (which were on my mill when I bought it) and an Android tablet for a DRO. TouchDRO

I love touchDRO, but that is cheating. You have to make your own boards. It is part of the experience.

 

[davethorik]

I have Redding powder scale my parents gave me for Christmas 1971, I had not used it for years. When I got it out the powder pan and hook were missing, my brother or I must have lost it. I called Redding the lady that answered verified what I needed and my address, when I tried to give her a credit card number she said it was warranty. I told her how old it was and that I lost it and she said it was no charge even the shipping, I had it in 2 days. Exceptional service!

Awesome! Similar story, bought an old Scherr-Tumico 24" vernier caliper at a pawn shop, good shape but missing one lock knob. I'd guess 60s or 70s vintage. Fired off an email to ST Industries (what they are called nowadays) about how much replacements would cost if available, pleasantly surprised when they asked for my address and I had 2 new replacements in a few days, gratis. That was top notch!

 

[Fialaja]

Bought a 1/2 drive SK ratchet with missing guts at a hardware store that was going out of contacted SK sent me a rebuild kit gratis, no questions asked.

Sears was also never a problem

 

[bpjr]

I have Redding powder scale my parents gave me for Christmas 1971, I had not used it for years. When I got it out the powder pan and hook were missing, my brother or I must have lost it. I called Redding the lady that answered verified what I needed and my address, when I tried to give her a credit card number she said it was warranty. I told her how old it was and that I lost it and she said it was no charge even the shipping, I had it in 2 days. Exceptional service!

I've had the same experience with RCBS. Every time I've called to buy parts for my old RCBS reloading stuff they send it free and refuse to take payment of any sort. They even send the parts next day delivery.

 

[Empty Pockets]

SK - I had 2 cracked sockets that came in my dad's estate. One email, sent them back, the next week, I has replacements

Sears/Craftsman - Exchange is easy, new tools are less than ideal

Snap-On - The one wrench I needed to swap out was exchanged by the local driver, no hassle

Menards / Masterforce - I had one plier break, swapped out, no hassle

 

[gregdd]

Ridgid replace both lithium ion battery's on a drill. Replacement battery's bought seperately would have cost almost the same as a new drill with battery's.

 

[seber]

Snap-On just warrantied my father's 78 year old ratchet. No problem

 

[leog]

I bought two Carlisle front tires for my JD 955. One developed a large bubble on the sidewall. I wrote them a letter, figured it wouldn't do any good. They contacted me. After some trading of information and serial numbers etc. a new one arrived via FedEx. No charge, no return. I was pleasantly surprised (American manufacturer).

 

[6PTsocket]

Like the title says, keep it positive! What tool companies have done right by you with their warranty? Share! Doesn't matter manufacturer or coo, power or hand tool.

I'll start, I have had very positive experiences with 4 manufacturers...I had Snap-on and Wright Tool send me free rebuild kits for ratchets when admittedly these were going in used tools I'd bought secondhand. The folks on both of their customer service phone hotlines were courteous, professional, and helpful. I was so happy I've decided that when I need more tools, they will get some business from me. In the meantime, brought 2 great ratchets back to life that were previously in the junk pile.

I've also sent a broken ratchet to Proto (selector broke inside head on a 5250XL). I sent it to them with a note describing problem, and in a little under 2 weeks got a brand new ratchet still in the plastic.

Lastly, of course, Craftsman. I lent my double ended USA straight/90° scriber with aluminum handle to a friend, who promptly broke the 90° off entirely. Being a good friend, he informed me, then went to a Sears Hardware and exchanged it for a new, as well as buying himself one. Which was good because it was only gone a few days but I needed it for so many things in it's absence. I've already found a source for Ullman (Who made it for Craftsman) versions for a whopping $1.25 locally, I'll just pay it if I need new. Plus they are a great gift for just about anyone except small children lol.

My house wired, battery back up, smoke/CO alarm from First Alert started emitting the 4 beep pattern for "device has failed". Customer service answered the phone on a Sunday. He asked for the production date stamped on the alarm. I was 6 years into a 7 year warranty. He asked where I bought it and I said I was not sure but maybe Amazon. A new alarm arrived by UPS a couple of days later. A replacement would have cost me around $35. That is good service.

Sent from my SM-G900V using Tapatalk

 

[tarbellb]

Milwaukee FUEL tools- eService Tool Repair program (mail it in)

ALL 6+ tools I have sent in have either been fixed with new parts or completely replaced. No questions asked, quick shipping, paid both ways, decent turn around time.

 

[gnpenning]

Leopold 6.5 x 20 scope. Horse kicked it and separated the scope. They fixed it for free. Still good 30 something years later.

Milwaukee. 15/20 year old sawzall. Wobble drive went bad. Took it into the local service center. Went to pick it up and Milwaukee covered it under warranty?? 10 years later still going strong.

 

[PNWguy]

I love touchDRO, but that is cheating. You have to make your own boards. It is part of the experience.

It was a gift for my father, and he doesn't solder tiny stuff like that.

 

[landrover bodger]

Elora ratchet new in 1980 started slipping so an email to customer services asking if they sold repair kits. 2 days later a reply saying a replacement ratchet was on its way from Germany .
Duracell email to complain about leaking batteries destroying a 4d cell Maglite . Next day a phone call asking for more details they paid for a replacement Maglite
Maglite another 4d cell switch breaks call the uk importers replacement sent out that day

 

[RPH]

Tekton torque wrench- sent them a photo by email. Described the problem, had new one 3 days later in the mail. Great service, couldn’t get any easier.

 

[bdbecker]

Had a couple plastic chute retaining clips break on my MTD snowblower. Called the customer service number and got right through to a rep in Ohio (didn't have to wait on hold). He said not to worry. I had asked for 2 clips, he sent me 6 in case I did it again. I still have the extra clips after running the replacement ones for 7 or 8 years now.

 

[crewchief888]

milwaukee cordless tools, never a problem getting them repaired/replaced, local service center is kinda slow...

dillion reloading eq. true no BS warranty

snapon either via a dealer or via corporate, no problems, never had to return a broken tool to corporate

 

[Fialaja]

Home Depot on trading old craftsman raised panel standard finish flare nut and box end wrenches for Husky USA full polish units.No problems at all.

 

[dodge610]

HD Ryobi super charger mine was about 1 1/2 years old just up and quit charging the 18 volt batterys. Called HD to see where i needed to take it for warranty work girl told me to bring it in with my receipt to my local store. They tested in tool rental slapped a sticker on it pulled a new one of the shelf and i was on my way out the door. Exceptional service there figured i was going to have to send it out and wait on it.

 

[evercl92]

Husky 1/2" breaker bar - snapped one of the sides of the head attachment trying to get lug nuts off of a buddy's car. Walked into HD, was told to go get the same, back to the front desk, done.

Also Husky, I was gifted a goofy combo tool that had pliers on one side, flip the handles around and then it was wire cutters. Pretty terrible overall. Fortunately, they broke and they don't carry those anymore. HD gal said to get the next closest thing. Klein wire cutters were the "closest I could find". No issues with the exchange.

Ridgid - Five-year-old battery wouldn't hold charge. Not more than a 10 min phone call later and a replacement battery is on its way.

 

[davethorik]

Home Depot on trading old craftsman raised panel standard finish flare nut and box end wrenches for Husky USA full polish units.No problems at all.

I forgot about HD! From what I've read about Klein tools, you have to warranty through them and not where tool was purchased.

I was trying to cut something that didn't want to cut (1/2" multi-strand power line guy wire) with a pair of Klein 2000 series side cutters, and when the cutter finally did sever the cable I was cutting, the jaws snapped shut very hard, which caused the tips on both sides to break off.

I was pleased HD exchanged these straight across for a new pair without any fuss, even if not the norm. Otherwise, I've been very pleased with my Klein pliers, I highly recommend them.

 

[jeffmoss26]

never had an issue with Klein, Craftsman (back in the day), or Snap-on.
I consider myself lucky lol