New sk warranty fees

[Fedwrench]

Ok, a tech was complaining about not being able to get some broken SK tools replaced under warranty by his independent tool dealer. I went to the www.skhandtool.com site, scrolled down through the product news section to print off the address for him and I was stunned. SK has added a new paragraph to their instructions for sending tools in for warranty replacement. The new paragraph states: "Tools returned to SK hand tool corporation for warranty replacement will be assessed a shipping, handling, and processing fee of $5.00 per tool. SK reserves the right to modify the fess at its descrection. When sending tools to SK hand tool for warranty replacement include a check, credit card information, or money order for the handling, shipping, and processing fee along with your return address. Allow 8 to 12 weeks for warranty replacement processing."

I know tool sales are down and that SK needs every dime it can get its hands on but, charging $5 a tool when you've paid to send the broken tools in, isn't going to increase tool sales. This just pisses me off for some reason. Maybe they need to fold up the SK tent.

 

[Merkava_4]

Maybe they need to fold up the SK tent.

AND the Craftsman tent.

 

[TireTracks]

Well, now I really have no reason to want to buy them.

 

[flashpuppy]

HERE it is. Sad. Time to wrap it up I would say. I'm such a fan of the G-Pro ratcheting wrenches, it's a shame....

 

[krusty the clown]

someone needs to climb down from his ivory tower and get in touch with the real world.........i think his name is claude fuger. SK has had warranty issue with thier dealers since i fist bought them 30 years ago and now it appears they trying to discourage warrany period.

 

[crankshaftdan II]

Maybe DANAHER will come to the rescue and buy them both up! They own every other tool manufacturer, why not C-man and struggling S-K????

 

[redsky49]

Let me put forth the alternative view.

First, how much should the manufacturer increase tool prices to cover warranty claims? Everyone on this board is concerned with costs, so that manufacturers are extremely conscious of prices, Snap-On notwithstanding. If the average non-professional user will get a lifetime of use from a tool, without a warranty claim, is it out of line for extreme users (full time mechanics) to pony up a slight fee in the event that a tool fails prematurely?

You have to admit, a $5.00 fee for a replacement ratchet is more than reasonable, particularly if you bought the tool originally for less than comparable brands. My guess is that the postage will eat up most of the $5.00, leaving the majority of expense in the manufacturers lap.

Second, how else to discourage those individuals that purposefully try to take advantage of warranty programs? A few GJ forum members fall into this category. Does a worn out 20 year old socket really deserve a free replacement? Warranty programs are typically for defects in materials and labor (in manufacturing the item) to protect the buyer from lemons. I don't believe that any tool will last into perpetuity. What makes you think that a tool from any manufacturer should last till the end of time?

I will concede that occasionally a defective product will make it into the public's hands and should be replaced without question. I don't agree that the purchase of any manufacturer's tool entitles a cradle to grave commitment from the seller.

If this modest fee allows SK to continue offering quality products at a fair price, then so be it. If the public decides that the amount of tool failures, and the subsequent cost to the user for replacement, are out of line, then market forces will likely take care of the situation.

I would like to see SK prosper. We need all the US based manufacturing we can get. Time will tell if this is the right course for SK.

Just my opinion.

 

[GeorgiaHybrid]

Let me put forth another alternative view...

I have a box with a LOT of new and old SK hand tools. The reason for the purchase of the new tools was due to the service and warranty given by the old tools. They were (and still are) a good value and tool for the money but I WILL NOT buy anymore of their tools due to the $5.00 PER TOOL "handling" charge.

If I happen to break 2 or 3 small 1/4 drive sockets and have to send them $15.00 to get them replaced, I will BUY another brand and replace all of them. Even the tools at Harbor Freight are replaced no questions asked if they break or even if you just don't like them after you open the package.

I understand that times are hard but when they are, you don't piss off your existing customer base, you try to keep them as loyal customers and get them to BUY more tools.

 

[krusty the clown]

Let me put forth the alternative view.

First, how much should the manufacturer increase tool prices to cover warranty claims? Everyone on this board is concerned with costs, so that manufacturers are extremely conscious of prices, Snap-On notwithstanding. If the average non-professional user will get a lifetime of use from a tool, without a warranty claim, is it out of line for extreme users (full time mechanics) to pony up a slight fee in the event that a tool fails prematurely?

not if they want the profesional user's business and they consider themselves a profesional tool comapany

You have to admit, a $5.00 fee for a replacement ratchet is more than reasonable, particularly if you bought the tool originally for less than comparable brands. My guess is that the postage will eat up most of the $5.00, leaving the majority of expense in the manufacturers lap.

yep.....i'm sure it's to cover postage. i'm sure since they have screwed thier vendors long enough and hard enough on warranty, they have an increase in mail in warranty claims. if all of the other tool comapies did that it's fine. but this is a pooly thought out decision. it will just cost them sales in the long run.

Second, how else to discourage those individuals that purposefully try to take advantage of warranty programs? A few GJ forum members fall into this category. Does a worn out 20 year old socket really deserve a free replacement? Warranty programs are typically for defects in materials and labor (in manufacturing the item) to protect the buyer from lemons. I don't believe that any tool will last into perpetuity. What makes you think that a tool from any manufacturer should last till the end of time?

as long as other manufacturers warranty 20 year old sockets SK must too.......the business is competetive and a generous warranty is why users will pay more for an item.

I will concede that occasionally a defective product will make it into the public's hands and should be replaced without question. I don't agree that the purchase of any manufacturer's tool entitles a cradle to grave commitment from the seller.

if craftsman can do it SK can and MUST to compete in the market.

If this modest fee allows SK to continue offering quality products at a fair price, then so be it. If the public decides that the amount of tool failures, and the subsequent cost to the user for replacement, are out of line, then market forces will likely take care of the situation.

yes and no.......but of course the market always decides.

I would like to see SK prosper. We need all the US based manufacturing we can get. Time will tell if this is the right course for SK.

i think we all would but i feel this decision will just cost them sales.......and that is objective #1. warranty costs should be contolled by quality control not making it diffucult for the consumer.

 

[eddyyy302]

I plan to call them first thing tomorrow morning to ask for a refund for all of their tools that I have purchased. I love their tools, but I would not have purchased them without a warranty or with a warranty that I HAD TO PAY FOR, therefore if they want to change the rules, I no longer wish to own their tools.

Dan

 

[arkangel06]

Well im never buying another SK tool again....

 

[allapanoo]

I was considering some SK spline stuff but not now for sure!!!

 

[cruiser808]

not if they want the professional user's business and they consider themselves a professional tool company


yep.....I'm sure it's to cover postage. I'm sure since they have screwed their vendors long enough and hard enough on warranty, they have an increase in mail in warranty claims. if all of the other tool companies did that it's fine. but this is a poorly thought out decision. it will just cost them sales in the long run.
as long as other manufacturers warranty 20 year old sockets SK must too.......the business is competitive and a generous warranty is why users will pay more for an item.



if craftsman can do it SK can and MUST to compete in the market.


yes and no.......but of course the market always decides.

i think we all would but i feel this decision will just cost them sales.......and that is objective #1. warranty costs should be controlled by quality control not making it difficult for the consumer.

Krusty nailed right on the head. This decision is simply the wrong business model for a company that wants to get back on its feet and stay competitive. As we GJ members all know, the tool business is extremely competitive and the sharks are going to eat SK alive with this move. I vote in Krusty as the new CEO of SK.

 

[flashpuppy]

I forwarded this link to SK so they can see how much of a bad decision this is. Let 'em know how you feel. Maybe someone will listen.

 

[cruiser808]

I forwarded this link to SK so they can see how much of a bad decision this is. Let 'em know how you feel. Maybe someone will listen.

Thanks flashpuppy, good move there. Maybe this will be a wake up call for SK. Hey, what's the weather like on the continent?

 

[flashpuppy]

Hey, what's the weather like on the continent?

7 degrees without a windchill factor. The dog's have icicles on their whiskers from a ten minute romp out side.

 

[sk farmer]

wow!!! i cannot believe some of these comments. while i do not agree with the change i cannot believe how quick some of you are to condemn every decision. sounds to me like they want the user to pay shipping. if you send in more than one item is it such a big deal? sounds like some people must break them by the boxful the way it sounds. how many warranty issues have you guys really had? have you read your own responses? demand a refund for tools you purchased over the years. if that is the case i demand a full refund from the tool companies whose tools i own that are no longer in business.(diamond, indestro, truecraft, powerkraft just to name a few) makes about as much sense. about the box of tools georgia hybrid bought. sounds to me like you bought them on the cheap. will you really not buy any more sk tools if they come up on the cheap? with absolutely no warranty a box of good tools is still worth quite a bit because truthfully they are still good tools whatever the brand is. rather than everyone bashing sk, if all of us went out and spent a little cash on some new sk tools the influx may actually help the company and you get something you want and or need. a win for everybody. chances are you won't break them either.

 

[Griff93]

I understand that they have an expense of shipping the tools back but this is the wrong way to go about it. They would be better off going up slightly in price instead of doing this. Its a big difference in perception. This and screwing their dealers will probably be the end for SK. It's a shame as I really like some of their tools.

 

[flashpuppy]

wow!!! i cannot believe some of these comments. while i do not agree with the change i cannot believe how quick some of you are to condemn every decision. sounds to me like they want the user to pay shipping. if you send in more than one item is it such a big deal? sounds like some people must break them by the boxful the way it sounds. how many warranty issues have you guys really had? have you read your own responses? demand a refund for tools you purchased over the years. if that is the case i demand a full refund from the tool companies whose tools i own that are no longer in business.(diamond, indestro, truecraft, powerkraft just to name a few) makes about as much sense. about the box of tools georgia hybrid bought. sounds to me like you bought them on the cheap. will you really not buy any more sk tools if they come up on the cheap? with absolutely no warranty a box of good tools is still worth quite a bit because truthfully they are still good tools whatever the brand is. rather than everyone bashing sk, if all of us went out and spent a little cash on some new sk tools the influx may actually help the company and you get something you want and or need. a win for everybody. chances are you won't break them either.

It's the point. If I tell you that you could buy a new car and not have any maintenance costs ever, you would be more likely to buy it. How about a year later I then say, nevermind, you have to pay now. Wouldn't you be pissed to?

 

[cruiser808]

7 degrees without a windchill factor. The dog's have icicles on their whiskers from a ten minute romp out side.

Burrr. Are your dogs beagles? I love those little guys! I got laziest, dumbest, most friendly lab in the state of Hawaii. All the kids from down the street come to my house just to play and be with Ginger.

 

[caper]

"Tools returned to SK hand tool corporation for warranty replacement will be assessed a shipping, handling, and processing fee of $5.00 per tool. SK reserves the right to modify the fess at its descrection. When sending tools to SK hand tool for warranty replacement include a check, credit card information, or money order for the handling, shipping, and processing fee along with your return address. Allow 8 to 12 weeks for warranty replacement processing."

My take on this is that if I have to mail in a SK tool for warranty I might as well throw it away.Having had to mail tools to Proto and Mac in the past and having had problems with them losing my tools I realize that if I mail something away I have to have delivery confirmation to protect myself.So since Canada Post charges way more for shipping than the USPS I end up spending more than the tool is worth.The last time I mailed a tool to Proto with delivery confirmation it cost me almost $20.So if SK wants another $5 on top of that plus it takes 8 to 12 weeks for warranty processing I might as well throw their tools away and buy something from Canadian Tire.Why would I spend $25 and wait 12 weeks to get a wrench replaced when I could just buy a Snap on wrench off the truck to replace it today for a couple bucks more or go to Canadian Tire and get the whole set on sale for the same price.When people start realizing what they are doing with warranty it is going to be the final nail in SK's coffin IMHO.Even their die hard fans are going to be pissed at having to pay for warranty a second time,since they already paid for it when they bought the tool in the first place.SK

 

[sk farmer]

It's the point. If I tell you that you could buy a new car and not have any maintenance costs ever, you would be more likely to buy it. How about a year later I then say, nevermind, you have to pay now. Wouldn't you be pissed to?

i did not say it was right. i probably have more sk stuff than most people here. i can conservatively say i have a minimum of 7500 dollars worth of sk tools. of all the sk tools i have ever broken in the 30 years i have had some of them i think it would have cost me 20-30 dollars total. only once have a had to order a rebuild kit through the company. my dealers have always covered me. so do you really think it that big of a deal for me? i do not like it but it is not going to affect my tool likes in any major way.

 

[GeorgiaHybrid]

sk_farmer,

Some of them were bought on line, others from stores. Notice that I said they are STILL a good value for the money. I really don't have a problem paying $5.00 for return postage if they will warranty the tool. The problem that I have is the $5.00 PER TOOL to get them replaced. I have sent in a few tools over the years to SK and with several buddies, we usually waited until we had 4 or 5 itmes between all of us to send in. Didn't cost us that much to send and SK only had one box to return.

That was a good deal all the way around. The others that I do this with are pros (I haven't been for years) and it would sometimes take over a year for a bunch of us that run around together (over 10 guys) to have that many tools to send in. All of us have plenty of spares and can wait without any problem. If SK would charge $5.00 per GROUP of warranty tools, I don't think anyone would have that much of a problem.

If they would have a sliding scale, I would not have a problem. $5.00 for tools over $80.00 list, $4.00 for $60 to $79, $3.00 for $40 to $59 tools, $2.00 for $20 to $39 tools and $1.00 for tools under $20.00. That would show that they are not trying to "get out of giving warranty service" but that they are trying to survive in difficult times.

Would you send a 1/4 drive, 8mm socket back to SK, pay the postage AND give them $5.00 for another socket? I will not and I doubt that very many others will either (including youself). Ask me for a dollar for postage and handling for that socket and it's no big deal.

 

[sk farmer]

i can beat that temp cruiser, -15 to -20 with -40s for wind chills. it is clear and sunny though. very nice,,,,, in the house.

 

[flashpuppy]

Burrr. Are your dogs beagles? I love those little guys! I got laziest, dumbest, most friendly lab in the state of Hawaii. All the kids from down the street come to my house just to play and be with Ginger.

That's a Bassett Hound actually, and a Welsh Corgi, German Shepherd and a Lab/Collie pup.

 

[cruiser808]

i did not say it was right. i probably have more sk stuff than most people here. i can conservatively say i have a minimum of 7500 dollars worth of sk tools. of all the sk tools i have ever broken in the 30 years i have had some of them i think it would have cost me 20-30 dollars total. only once have a had to order a rebuild kit through the company. my dealers have always covered me. so do you really think it that big of a deal for me? i do not like it but it is not going to affect my tool likes in any major way.

Hi sk farmer - you know I got your back on the classic round head rebuild kits.

 

[cruiser808]

That's a Bassett Hound actually, and a Welsh Corgi, German Shepherd and a Lab/Collie pup.

Gotta love em. Happy New Year flashpuppy!!!

 

[chad s]

The $5 fee is insulting and unprofessional, but the 8-12 week wait is equally rediculous.

 

[sk farmer]

no hybrid i probably would not send in that type of warranty. i have never had that type of warranty issue and doubt i ever will. my claims include 2 15/16 1/2 drive sockets, 3 or 4 ratchet kits and a sure grip screwdriver. all pieces heavily abused. i have lost or misplaced more than i have warrantied. i do not see this as having a major effect on me. still rather use my sk than most p.o.s. cman stuff since this seems to be the way we react to this.

 

[redsky49]

not if they want the profesional user's business and they consider themselves a profesional tool comapany


yep.....i'm sure it's to cover postage. i'm sure since they have screwed thier vendors long enough and hard enough on warranty, they have an increase in mail in warranty claims. if all of the other tool comapies did that it's fine. but this is a pooly thought out decision. it will just cost them sales in the long run.
as long as other manufacturers warranty 20 year old sockets SK must too.......the business is competetive and a generous warranty is why users will pay more for an item.



if craftsman can do it SK can and MUST to compete in the market.


yes and no.......but of course the market always decides.

i think we all would but i feel this decision will just cost them sales.......and that is objective #1. warranty costs should be contolled by quality control not making it diffucult for the consumer.

I think the best point Krusty makes is that Craftsman sets the bar for all tool companies. I don't know if it's scale of production, business plan or whatever, that makes Craftsman the top of the heap, but even with C-Man there are no shortage of whiners and doomsayers that knock the brand. What do you guys really expect?

I admit that I am a bit surprised how emotional this argument becomes. Guess some of you love your tools more than I do

In any case, I love my new Snap_on ratchet the best. Thanks Secret Santa

 

[krusty the clown]

i did not say it was right. i probably have more sk stuff than most people here. i can conservatively say i have a minimum of 7500 dollars worth of sk tools. of all the sk tools i have ever broken in the 30 years i have had some of them i think it would have cost me 20-30 dollars total. only once have a had to order a rebuild kit through the company. my dealers have always covered me. so do you really think it that big of a deal for me? i do not like it but it is not going to affect my tool likes in any major way.

i understand your position BUT what about someone making thier first tool purchase? they are cutting thier nose off to spite thier face here. they should be more concerned about public image and marketing than warranty expense right now.

 

[Adam McLaughlin]

The $5 fee is insulting and unprofessional, but the 8-12 week wait is equally rediculous.

I agree, I think that it is the two to three month turn around time period that is the most.... uh..... "surprising"

Adam

 

[bry@n]

sk farmer,
while I agree a good tool is a good tool, I don't agree with the rest of your thought. If I break (2) 1/4 sockets, have to mail in $10 to get them warrantied and then I have to wait 8-12 weeks to get them back?. If they sent them within a week, that may be one thing but 8-12 weeks isout of line. I would be better of with cman stuff.

For $10, I can possible replace those sk sockets with (2) Snap On sockets.

This is also just in theory as I don't have many breakages on tools I have. Most issues are chrome flaking or breaking the drive on a ratchet.

The $5 can also be not significant if your warrantying an expensive tool. It's the smaller stuff that will kill the budget.


I took too long to respond:
Others have said what I feel and the sliding scale is a good idea. I have spares up the yin yang and don't warranty all the time. Usually when I do warranty stuff, it's a lot. I just ordered some SK stuff, gonna pass now and take my business elsewhere I think.

 

[sk farmer]

well said redsky49. my guess is that most of those that are so emotional about it already have some axe to grind with sk. i am fortunate to have local sellers for sk that cover me. i have similar issues with snap-on warranty. i had to have a friend get my s-o hex bit sockets replaced for me because i am not a stop. that took a couple weeks also. i will not condemn those who want to buy import stuff from the likes of canadian auto. if that works for you great. just do not condemn me for liking a good old american brand suffering from hard times. just my opinion.

 

[bry@n]

well said redsky49. my guess is that most of those that are so emotional about it already have some axe to grind with sk. i am fortunate to have local sellers for sk that cover me. i have similar issues with snap-on warranty. i had to have a friend get my s-o hex bit sockets replaced for me because i am not a stop. that took a couple weeks also. i will not condemn those who want to buy import stuff from the likes of canadian auto. if that works for you great. just do not condemn me for liking a good old american brand suffering from hard times. just my opinion.

I don't condemn you. I still have SK wayne stuff that I use with no issues. For me thow, when I need to warranty something SK, I will need to think about what I will do, as oppsoed to sending it in.

 

[flashpuppy]

well said redsky49. my guess is that most of those that are so emotional about it already have some axe to grind with sk. i am fortunate to have local sellers for sk that cover me. i have similar issues with snap-on warranty. i had to have a friend get my s-o hex bit sockets replaced for me because i am not a stop. that took a couple weeks also. i will not condemn those who want to buy import stuff from the likes of canadian auto. if that works for you great. just do not condemn me for liking a good old american brand suffering from hard times. just my opinion.

I have no axe to grind with them. In fact, I really like some of their stuff, but this will sway me away from those purchases.

There's other good ole American brands out there that aren't pulling this kind of **** that will get my money now.

 

[sk farmer]

i understand your position BUT what about someone making thier first tool purchase? they are cutting thier nose off to spite thier face here. they should be more concerned about public image and marketing than warranty expense right now.

i am not so sure about that krusty. with the cost of postage and the back up from the strike i would say the company may not be flush with cash. go out of business or charge a handling fee. it may be the lesser of two evils. i also do not get that arguement with the first tool purchase. unless you are severly abusing them i highly doubt you will break many if any pieces. how much stuff are you guys really breaking? if you think it is going to break right away don't buy it, but as far as i know the rest of it breaks to. every company also seems to have some warranty issues of some type also. don't tell me they don't because a quick search would pull up many threads on it.

 

[cruiser808]

I have purchased many SK tools and they have always pleased me in terms of performance and quality. For me, one testament to SK quality is an older 1/2" ratchet 42470 round head that I bought at a pawn shop for $6. Trust me, this thing is ugly and was totally abused.

The ratchet must have been used in a chemical plant because there are literally holes eaten into the steel body. The handle is also somewhat bent, although I can't tell if it succumbed to a cheater bar or was a manufacturing defect.

But, the gears and mechanism are as good as new, so it has become my "go to" ratchet for oil changes and "severe service". It's as dependable as the day is long and does everything I ask of it.

Those of you that know me know I'm a Proto guy with most of my tool investment in them. They have served me well, but I will say that my SK's are just as good and in some cases better than my Proto's. I hope the company stays afloat as quality USA tools are getting harder to find. BTY, I have never warranted an SK tool because they are so good, I've never needed to.

 

[cruiser808]

i understand your position BUT what about someone making thier first tool purchase? they are cutting thier nose off to spite thier face here. they should be more concerned about public image and marketing than warranty expense right now.

Krusty for CEO.

 

[rhandwor]

Snap On used to have a distribution center in Atlanta and moved to a small town in Alabama. The cost of warranty claims is the reason. I went in and some contractors brought 8 to ten items used for scaffolding at a time. Many people who didn't have a tool truck came in for warranty service.