Apparently WERA lifetime warranty is worthless.

[Grant Gunderson]

So apparently WERA considerers there "premium" L keys consumables. I bought a set of there stainless Hex plus keys a little bit ago, and the head of the 1.5mm key twisted right off when removing a camera screw... far from a high-torque application. Figuring this is obviously a warranty repair since Wera touts a lifetime warranty, I contacted them.

Not too impressed with the response.

"Good morning, and thank you for contacting us.

L-keys are not typically covered under our warranty, as they are considered “consumable”."

Pretty disappointing, when the few times I have had an issue with my PBSwiss L keys it hasn't even been a question they just sent replacements out.

Updated: Just got another email from them and they are now going to cover it. Seems to me if you offer a lifetime warranty, it should be no questioned asks on all of your products.

 

[cashishift]

"typically"

I'd be asking for escalation or hitting up the vendor you bought them from for escalation. That's no bueno.

 

[5ktq]

To be fair I consider teensy hex keys to be consumable too. Fortunately (?) I lose most of them before I break them.

I don't really think the metallurgy is there to make a ball driver that tiny and make it life time. Though other companies would replace it?

 

[jonshonda]

That is a good faith warranty imho. Do what I do with all my hex keys, and grind the worn end off=new tool.

That is maybe a $0.03 tool, I wonder if that is the cheapest tool anyone on GJ has created a hate thread about?

 

[Atlascycle]

I for one never use the ball end to break loose a screw


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[nmantas]

It is stainless and not hardened steel so it is so easy for operator error to go beyond the torque strength of the key. Wera probably, and I would say correctly, assumes that vast majority of L-key failures are from operator error and feels it is not their responsibility to send you a new one when you went beyond the specs of the key so they don't offer their warranty on it. Their literature is crystal clear on this.....no bait and switch.

 

[vavet]

OP: glad to see your update that it's getting covered.
This costs this peanuts. Certainly they would be justified in denying your claim, but the cost to find a new customer or higher than what it costs them to replace one L-key. Good for them for finding some common sense to take care of a customer.

 

[nmantas]

OP: glad to see your update that it's getting covered.
This costs this peanuts. Certainly they would be justified in denying your claim, but the cost to find a new customer or higher than what it costs them to replace one L-key. Good for them for finding some common sense to take care of a customer.

Rereading mine I sound a bit too negative. I 100% agree they should good faith cover it and that is is a sound business practice to do so. The policy is there so to prevent abuse from the expectation to cover them so you don't send them a coffee can full of messed up keys every year because you are using cheater pipes on them.

 

[Fly YX]

I had one of their Joker wrenches 5/16 that the open end
always would slip. I tried to contact them twice never got a reply ended up throwing it away. The warranty is worthless!

 

[FigureItOut]

It is stainless and not hardened steel so it is so easy for operator error to go beyond the torque strength of the key. Wera probably, and I would say correctly, assumes that vast majority of L-key failures are from operator error and feels it is not their responsibility to send you a new one when you went beyond the specs of the key so they don't offer their warranty on it. Their literature is crystal clear on this.....no bait and switch.

The highlighted portions of this warranty you posted should be pretty much the end of it. This should be a positive thread touting the great customer service of Wera, considering the OP got a replacement for a tool specifically excluded by the "worthless" warranty.

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[M6erfan]

A 1.5mm ball end hex key? I can't imagine how small the "waist" is on those...

 

[jd_1138]

The highlighted portions of this warranty you posted should be pretty much the end of it. This should be a positive thread touting the great customer service of Wera, considering the OP got a replacement for a tool specifically excluded by the "worthless" warranty.

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Wrong, in the OP's case, the hex key was clearly defective. It shouldn't have failed on such a low torque use (in a camera).

What that provision of their warranty means is that you can't use the heck out of it and then expect a free replacement for normal wear and tear. But in the first part it says that ALL tools are warrantied against defects in materials/craftsmanship which clearly is what was wrong with his tool.

 

[FigureItOut]

Wrong, in the OP's case, the hex key was clearly defective. It shouldn't have failed on such a low torque use.

What that provision of their warranty means is that you can't use the heck out of it and then expect a free replacement for normal wear and tear.

I believe you're referring to a different provision of the warranty than I am. The warranty specifically excludes L-keys, defect notwithstanding. With zero obligation to do so, Wera still replaced the L-key, rendering the OP's assertion of worthlessness of the warranty utterly false.

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[equitiesguy]

Snap-on L keys are warrantied. They also don't twist off doing the simplest of task.

 

[Air21]

"far from a high-torque application" is hardly any accurate account of anything ever. A consumable tool was broken in operation and the company is covering it anyway, sounds like thumbs up for Wera to me.

Maybe OP can clarify if the update was in response to him asking for more information or if they just voluntarily contacted him to replace his broken tool anyway. In which case two thumbs up.

 

[jd_1138]

I believe you're referring to a different provision of the warranty than I am. The warranty specifically excludes L-keys, defect notwithstanding. With zero obligation to do so, Wera still replaced the L-key, rendering the OP's assertion of worthlessness of the warranty utterly false.

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True, it's not totally worthless since they did cover it. And that's great of Wera. But I think the clause about it covering ALL tools if they are defective in materials or craftsmanship overrides the clause about not covering consumables. If a consumable is defective it is covered.

 

[jd_1138]

"far from a high-torque application" is hardly any accurate account of anything ever. A consumable tool was broken in operation and the company is covering it anyway, sounds like thumbs up for Wera to me.

Maybe OP can clarify if the update was in response to him asking for more information or if they just voluntarily contacted him to replace his broken tool anyway. In which case two thumbs up.

A world class tool co. like Wera did believe him when he said it was a low torque use. That's great customer service.

They don't want to split hairs and risk ******* off a customer over a tool that probably costs 50 cents to make.

 

[xin]

Another - my life is destroyed - tantrum put on forum - they replaced it - my life can move on.


People need to learn how to DEAL with daily life, it is not a 'Instant Gratification' (click this button I get happy result).


I am failing to see how this is another 'life ending' event in the world.

 

[anndel]

I had a Snap-on L key broke on me and my driver warrantied it on the spot. I have Bondhus set I found that I got years ago and the ball head was stripped. I emailed them and they immediately sent me a new one, no questions asked. I ended up buying more Bondhus for both the work and home shop.

 

[rlitman]

...Do what I do with all my hex keys, and grind the worn end off=new tool...

That doesn't work when the shank is round. Look more closely at the picture.

Wrong, in the OP's case, the hex key was clearly defective. It shouldn't have failed on such a low torque use (in a camera)...

Relative to the fastener's size, cameras are anything but low torque. They use high strength fasteners to keep the parts small and the weights down. Keep in mind, this is just a 1.5mm hex, so no you're not going to be cranking on it with ft-lbs.

 

[jd_1138]

Another - my life is destroyed - tantrum put on forum - they replaced it - my life can move on.


People need to learn how to DEAL with daily life, it is not a 'Instant Gratification' (click this button I get happy result).


I am failing to see how this is another 'life ending' event in the world.

Um, the OP never said it was a life ending event. And he amended the post to say that Wera corrected the problem.

 

[Dumber than lumber]

you wrote
Pretty disappointing, when the few times I have had an issue with my PBSwiss L keys it hasn't even been a question they just sent replacements out.
*****************************************************
Frankly, I was going to defend Wera before I even read the other posts on this thread. And now that I have seen the warranty language I don't think you have grounds for your complaint. If PB Swiss wants to warranty them then maybe they just decided it was good policy, etc. But how could you think that the actual Wera warranty entitles you to free replacement?

IMO what is disappointing is that you think you have been disrespected by Wera.

Hope your week gets better from here.

 

[jd_1138]

you wrote
Pretty disappointing, when the few times I have had an issue with my PBSwiss L keys it hasn't even been a question they just sent replacements out.
*****************************************************
Frankly, I was going to defend Wera before I even read the other posts on this thread. And now that I have seen the warranty language I don't think you have grounds for your complaint. If PB Swiss wants to warranty them then maybe they just decided it was good policy, etc. But how could you think that the actual Wera warranty entitles you to free replacement?

IMO what is disappointing is that you think you have been disrespected by Wera.

Hope your week gets better from here.

The warranty covers ALL tools effected by defective workmanship and materials, and granted I am not an expert on torque specs on camera fasteners, but twisting off the head of a hex key on a camera fastener seems like it's most likely a defective key.

The clause about not covering consumables like hex keys is more about the fact that they wear out over time during normal use. This is to prevent people from wearing out consumable tools then expecting a free replacement.

I could be wrong, but it seems like the OP got a defective product. So Wera corrected it.

 

[ChrisLS8]

Another instance where a customer ***-umes and doesn't pay attention to the details

 

[fourjeepin]

That is maybe a $0.03 tool, I wonder if that is the cheapest tool anyone on GJ has created a hate thread about?

 

[xin]

Um, the OP never said it was a life ending event. And he amended the post to say that Wera corrected the problem.

To my point exactly - a bunch of I bought this, it broke from whatever... NOW - whole world I am going out for Social Justice...

That is the problem, why not deal with it without the Biography and then say - oh they replaced it. Really deceptive if you ask me.

 

[mbshop]

I have found low torque screws bolts etc to be near seized. Those ball l wrenches are just not made to break anything loose. Had a set and used them only several times in 30 years.

 

[MarvinBerry]

I work with a lot of musical instruments & other small precision bits...

Quite possible that the camera screw in question was soaked in loctite at the factory in some sort of half assed "tamper proof" scenario. Dunno. But possibly it wasn't meant to be removed...

Usually if a screw is meant to be removed & adjusted a zillion times it'll be at least 2mm... Snapping a 1.5? Geez major first world problem.

 

[RoundedNut]

I bought some 6" hex socket bits on a great sale. Unfortunately they are ball end and I'm thinking of just snapping them off and grinding the ends.

 

[jonshonda]

That doesn't work when the shank is round. Look more closely at the picture.

I hadn't noticed that...interesting. I don't know that I would buy a hex key set that wasn't able to be refreshed later in life.

 

[Firebrick43]

One should never use a ball end to break a fastener free. Not only does it break off and ruin the tool, also many times it's impossible to retrieve the ball out of the fastener.

While I have mainly used bondhus in the last 15 year(very satisfied) the only time I have broken one is a failure just as the OP had. I was to lazy to go get my long reach T handle hex or a hex socket so used the ball end. And it ended badly. Bondhus may of replaced the key but why? I was abusing the tool clearly.

 

[Ign]

A 1.5mm ball end hex key? I can't imagine how small the "waist" is on those...

Perhaps "minor diameter", as in the case of threaded fasteners

 

[rlitman]

I work with a lot of musical instruments & other small precision bits...

Quite possible that the camera screw in question was soaked in loctite at the factory in some sort of half assed "tamper proof" scenario...

Not necessarily about tampering. If vibration manages to get an internal screw to fall out, it could easily destroy expensive equipment.

I hadn't noticed that...interesting. I don't know that I would buy a hex key set that wasn't able to be refreshed later in life.

They're really just meant to be used on the ball end.

One should never use a ball end to break a fastener free. Not only does it break off and ruin the tool, also many times it's impossible to retrieve the ball out of the fastener...

Yep. Anyway, ball ends are more likely to spin and round a hex fastener than straight allen keys. They're convenient, and I own and use several sets, but they aren't a complete substitute for ordinary allen keys.

And then you've got the whole stainless issue. Stainless tools are a VERY specialty item, meant to be used on stainless fasteners, where using a bare steel tool could cause future rust issues. But they are by their very nature, weaker than steel tools, and so stainless is inferior choice here. I have a set of Bondhus black oxide ball end allen wrenches that have served me well, but yeah, they can rust. If rust is a problem, get their plated set, which also differentiates SAE from Metric by color (my sets predate this awesome feature):
https://www.amazon.com/dp/B00132CGTW/?tag=atomicindus08-20