Proto 90 tooth ratchets = no warranty.

[2ndGearRubber]

Just spoke with Proto, hoping to get a resolution as to my broken J4570HTC ratchet - 9 inch long 1/4 drive. It failed last week out of the blue replacing a master cylinder on a VW jetta. Broke both nuts free, began ratcheting one off, set it down, picked it up again and nothing. The "Y" shaped piece which holds the pawl against the gear broke one of its arms off.


Unfortunately, the lifetime warranty simply includes being given the part number for a rebuild kit, not actually receiving one. Between $5 for shipping and $2 worth of tax on Zoro, my lifetime warranty repair coast is $21.

So my $100 ratchet (18 months old tops?) has already incurred an out-of-pocket repair of approximately 1/5 its value.


In retrospect - I should have just bought a snap on product. Their failure mode is typically just slipping, which can be fixed by adjusting the "W" spring. I "saved" $30 over snap-on to try something new. Very nice ratchet, but if they won't give me the same warranty Harbor Freight offers, I won't be buying any more. I'd steer clear of buying these.

 

[davethorik]

So wait...you contacted Proto and they told you to just buy a repair kit? That *****!

 

[measuredtwice]

I wonder what made your claim different than others. I remember this guy received a Precision 90 as warranty replacement for his old Big Dawg. That was a nice upgrade for free.

So this arrived in the mail yesterday.
I have to say, I’m impressed with the quality of this ratchet. Nice weight to it.. super nice action in the drive mechanism too.

 

[Chevy-SS]

Interesting story. Thankfully this seems to be a rare occurrence with most tool manufacturers. Not sure what I would do in your situation, but I WOULD be aggravated. I'd probably spend the $21 for the kit. Damn.

I think a 9" handle on a 1/4" drive ratchet is just asking for trouble... too much leverage for 1/4" drive IMHO. Guaranteed breakage.

 

[2ndGearRubber]

So wait...you contacted Proto and they told you to just buy a repair kit? That *****!

I wonder what made your claim different than others. I remember this guy received a Precision 90 as warranty replacement for his old Big Dawg. That was a nice upgrade for free.

No idea. I called the 800 number on the website, sat on hold for 5min, and talked to a rep. Told him I had a skipping 90tooth ratchet and I wanted a rebuild kit for it. Gave him my name and the ratchet part number and said it stopped working, and hoped they would send me a rebuild kit so I could repair it. I was told he could look me up the number of the kit instead, so I accepted defeat and at least got something out of the exchange.


I've gotten the run around from a few companies with supposed "lifetime" warranties, and it's usually quite apparent within the first 15 seconds that you're out of luck.



I own things without warranty of any kind, that's fine, I understand such warranties add to product cost, so some companies omit them.

https://www.protoindustrial.com/en/support/Pages/Warranty.aspx

"Does not cover damage due to ordinary wear and tear."

Perhaps that was my issue. I will be buying no more Proto hand tools, that's for sure. They're too expensive if they have no warranty. I have a short list of companies I won't do business with due to fake/overstated warranty policies (cough - OTC - cough). I guess Proto is on the list now, but if they don't honor the warranty why would I pay so much for the tools?

 

[Rabid Badger]

I would have hung up and called again to make sure I didn't just get someone that was about to go on their lunch break or something.

When I broke my Wilton vise the first guy I talked to refused to do anything, insisting that it had been abused (it wasn't). As soon as I hung up I called back and a new vise was on its way within 15 minutes.

 

[highland512]

Have you tried going through a Proto vendor like Grainger to resolve this?

 

[2ndGearRubber]

Interesting story. Thankfully this seems to be a rare occurrence with most tool manufacturers. Not sure what I would do in your situation, but I WOULD be aggravated. I'd probably spend the $21 for the kit. Damn.

I think a 9" handle on a 1/4" drive ratchet is just asking for trouble... too much leverage for 1/4" drive IMHO. Guaranteed breakage.

My snap on 12 inch is just fine, as are my 7 inch long gear wrench ratchets. I've been using the new astro pneumatic 1/4 body with 3/8 head on them, a bit longer than the proto in question - but with a 3/8 head - and they're fine. I broke an 02 sensor free with it last week. To be frank, as a consumer it shouldn't matter how long the handle is, if it's too long then the company shouldn't sell it. They choose to produce the product in that specification; apparently they thought the mechanism was strong enough. I'm guessing the mechanism was damaged previously, and just happened to break when it did. The was no load when it happened, I was ratcheting a nut off, put it down, picked it back up and it was stuck in forward and wouldn't change directions or ratchet.


I agree it does thankfully seem like a rare occurrence. I'm more so just disappointed. I really like the ratchet.

 

[davethorik]

I warrantied an older Proto XL rat due to a manufacturing flaw. They wouldn't send out a rebuild kit, which was all it needed. I had to send the ratchet to SBD and they sent me back a whole new ratchet.

 

[2ndGearRubber]

Have you tried going through a Proto vendor like Grainger to resolve this?

There was a fastenal near my house, which has closed. The new place took down the PROTO banner on the side of the building. Being that Proto won't warranty it, if/when it fails again I'll probably schedule a day to drive in circles looking for a business who will handle it for me.

The rebuild kit is on the way currently. Ideally snap-on will just have a trade-in event and I'll lose some money but have something warranty-able. I make my living with this stuff.

I would have hung up and called again to make sure I didn't just get someone that was about to go on their lunch break or something.

When I broke my Wilton vise the first guy I talked to refused to do anything, insisting that it had been abused (it wasn't). As soon as I hung up I called back and a new vise was on its way within 15 minutes.

Yeah, I used to try that. It has a warranty or it doesn't. Either send me my kit or tell me I'm SOL - I just don't have the personality to battle for it anymore. Fix my stuff or don't. Since they don't warranty their tools like they said the would, I'll just avoid them. Same way I just throw out my broken cornwell sockets. Either say "no warranty" up front like an adult (which I'm fine with), or warranty it like you said you would.



_______________


I really just made the thread to warn potential buyers they may not have any warranty on the product. I bought this product because I trusted Proto for quality, and figured they'd make good on their warranty if needed. I was happy with the performance of the ratchet - things break, I get that, not upset about the failure. I'm just disappointed in not getting the warranty that was sold with the product.

 

[TuxThePenguin]

if/when it fails again I'll probably schedule a day to drive in circles looking for a business who will handle it for me.

I'm a DIYer and that **** wouldn't fly with me either. Yeesh. Any product under warranty from any company should be able to be fixed/replaced with one phone call or one drive. And if driving somewhere, it can't be a "maybe they will help." No. It would be a "drive here, hand us your broken part and we will fix it or hand you a new one."

Your time is valuable to you, and to your shop, coworkers, customers, etc.

My time is also valuable (though mostly to just myself, but that's still worth something to me).

Other people who are okay with driving to random stores to try and get someone to support a product... I don't understand it. That's their right to feel how they do. But I wouldn't agree with them either. Also, it's VERY unlikely that any retailer would support a product they didn't manufacture and which you did not buy from them, even if they are a dealer. I guess it's technically possible, but it seems like a waste of time even looking into that.

 

[lardy1]

I have been very tempted to buy that same ratchet because I have the long 3/8" drive and I love it. I've never heard of problems with Proto warranty before. I'm wondering if it's specific to the long handled versions.

 

[visionguru]

... Any product under warranty from any company should be able to be fixed/replaced with one phone call or one drive. ...

Like most "lifetime warranty", Proto's seems " for the useful life of the product against defects in material or workmanship."

That's very different from: "you break it, we'll replace it". For a 1/4 ratchet, no matter the brand, if you want to break it, you can.

 

[TuxThePenguin]

Like most "lifetime warranty", Proto's seems " for the useful life of the product against defects in material or workmanship."

That's very different from: "you break it, we'll replace it". For a 1/4 ratchet, no matter the brand, if you want to break it, you can.

I mean if I show up to their warranty exchange place with a 1/4" ratchet which has marks from a cheater pipe, I certainly wouldn't blame them for refusing that one.

But if they're just unhelpful without even finding it to be "abuse" then... I don't think I'd be okay with it. There can be a manufacturing defect in the ratchet mechanism; a broken tool shouldn't ever be assumed to have been abused without it being looked at. Edit: I totally believe you that some companies are just going to go "abuse, not covered" without even looking at it. In fact, I know some companies do this. It's not okay though.

I just bought a Snap On 1/2" ratchet a couple weeks ago to supplement my Proto one, glad I did.

 

[2ndGearRubber]

It's never seen a cheater pipe, FWIW. I chuckle at "useful life"..... a liberal estimate is 18months of useful life for a $100 ratchet, probably closer to 12 months. I dont use this ratchet every day either, and I certainly didnt attempt to break it on purpose.

 

[2ndGearRubber]

Other people who are okay with driving to random stores to try and get someone to support a product... I don't understand it. That's their right to feel how they do. But I wouldn't agree with them either. Also, it's VERY unlikely that any retailer would support a product they didn't manufacture and which you did not buy from them, even if they are a dealer. I guess it's technically possible, but it seems like a waste of time even looking into that.

Due to prior experience, I too avoid going to stores. When they find out you didnt buy it from them, they tell you to go online. When you tell them you did and the manufacturer sent me here, they say they dont stock it, so they can't do it. When you say the manufacturer said you could order it for me, they hand you a book to find what need. Then its 4 weeks until you get a phone call that it showed up.

BTDT with Wright when the hinge pin fell out of a ratchet. 40min into downtown Pittsburgh, 40min out, then again in 4 weeks. At the time it seemed worth it. As I approach 30 and I value my time, it's easier to just move on. I still have that ratchet but use it rarely as I'm concerned it will break again, and I'll be back where I started.

 

[ssdave]

Did you ask them for the opportunity to return the ratchet for warranty? I think they would have cheerfully given you an RMA #, and if you mailed it in to them, about 3 weeks later a new ratchet would have appeared at your house.

Proto's warranty is a "return the broken one at your expense, for replacement" one.

If you want snap-on's, "mail you out a repair kit, now" warranty, you have to buy snap-on.

Proto's ratchet isn't no warranty, they are just different than snap-on. I know that and expect that, and so it doesn't bother me. If I needed an instant or nearly so repair kit, without having to send it in, I'd buy Snap-on, so as to be able to get it truck warranted or parts by mail fast. Proto is really more set up around corporate sales, just like Snap-on is set up around truck sales. The online part of their business is just a sideline to the main business, for both of them. The online part might not work as well as the main business.

 

[2ndGearRubber]

I told them I had a broken ratchet, and was hoping to get a rebuild kit sent out for it. My only option was being given the rebuild part number, no other warranty option was presented. That was my singular option. If I had to go to a distributor just tell me that.

I dont want to play mind games. "I have a broken ratchet". If that isnt enough to be given my options to correct this issue maybe the brand isnt for me. Tekton does this, as does harbor freight, snap on, gear wrench, SK, astro pneumatic, it goes on.

 

[GrantCee]

BTDT with Wright when the hinge pin fell out of a ratchet. 40min into downtown Pittsburgh, 40min out, then again in 4 weeks. At the time it seemed worth it. As I approach 30 and I value my time, it's easier to just move on. I still have that ratchet but use it rarely as I'm concerned it will break again, and I'll be back where I started.

I have a lot of Wright tools, and the only problem I've ever encountered was with a two-week-old 3/8 ratchet that lost its detent ball. I called Wright, explained the problem, and had a rebuild kit in my hands 3 days later (not bad from OH to OR!)

 

[ssdave]

I can understand your hurt feelings, and can see how you would just want to go on to another brand. I'd highly recommend Snap-on, their warranty system works like you expect. I'd be more disappointed that the Proto ratchet broke, than that they wouldn't send a warranty repair kit. At the Proto and Snap-on tool level, warranty is more of a bonus than a selling point, as it's rarely needed.

 

[Chevy-SS]

My snap on 12 inch is just fine, as are my 7 inch long gear wrench ratchets. .... To be frank, as a consumer it shouldn't matter how long the handle is, if it's too long then the company shouldn't sell it. .......

Well, as a consumer, I agree. It truly doesn't matter how long the handles are, I use a piece of pipe on the ends of them all the time, LOL!!!!!!!!!

Amazingly, I've only broken maybe one ratchet in 45 years of wrenching. Even the 'cheap' ratchets hold up pretty good.

 

[bsaint]

After trying to get my big dawg photo ratchet warrantied, I have stayed clear of Proto. If I like the design, I try to find it as a MAC.

 

[Fedwrench]

I've warrantied one Proto tool in my lifetime, a 10 mm reversible I beam combination wrench. I called PROTO's customer service. The woman initially wanted me to return it to where I had purchased it. I explained to her that I had purchased it from Zoro and that they didn't have a storefront. She gave me an address in Conyers, Georgia. I mailed it on my dime and got new one back in about a week.

I think you should have told them your ratchet was broke and needed a replacement, not a kit. Those precision 90 ratchets are way too expensive not to have a warranty. However, many companies are tightening up on warranty claims. The old joke where I've worked was that the quality of snap on warranty service is dependent on your truck balance good luck!!!

 

[Skin]

I would of asked for a supervisor to confirm and/or hung up and called the Stanley number. People have had issues with proto before but its usually with finding replacements for discontinued tools, not something new. Honestly sounds like the rep didnt have a clue how to send out a rebuild kit via a claim.

Ten to one if you skipped the phone call and mailed the entire ratchet in to the warranty department they'd of sent you a new one but of course you'd still be out ~$10 postage. Some of these companies can be weird like that. Matco only recently started mailing kits out and use to require the whole ratchet be sent in for replacement too.

Alternately you could of went in the side door by calling MAC. They would of sent you a kit no questions asked under the guise that it was an Axis.

 

[B_Bimmer]

Proto used to send kits but from my experience they quit about three years ago and now just want you to mail it in and get a new one. It works but isn't the most convenient. Stuff I use a lot I just buy snap on.

 

[2ndGearRubber]

I would have loved to have been informed of the mail-in option when I called the number listed on their website - 800 800 TOOL. If/when it fails again after the rebuild, perhaps I'll gamble on sending it in. I guess if it does fail again, what would I have to lose?

 

[m6z]

Getting the run-around on a warranty after paying for a premium product is b.s. More so, since it only lasted a year.

Sent from my Pixel 4 XL using The Garage Journal mobile app

 

[shockwave]

I actually had this same instant about 6 months ago where my 3/8 flex proto 90 stripped a couple of teeth and ask to send it in I was like ok it will cost 6+ to ship and then asked for rebuild kit number just to keep to swap out and bought one from grainger about 15 bucks sure and then ironically I just got a new Mac guy and he said sure I will rebuild those no problem

But also keep in mind proto is geared as an industrial line and does not have tool trucks like the big 3 and only select brick in mortar stores even sell them. For me being in north Atlanta area we have fastenal and grainger and Msc or online but since that and so many say 3rd party sales of end user it’s a pain to warranty because or there policy’s

 

[DerekV]

Man, that *****. They should’ve just sent you a kit.

Oh well. Hopefully it doesn’t break again.

 

[SeisMec]

No idea. I called the 800 number on the website, sat on hold for 5min, and talked to a rep. Told him I had a skipping 90tooth ratchet and I wanted a rebuild kit for it. Gave him my name and the ratchet part number and said it stopped working, and hoped they would send me a rebuild kit so I could repair it.

Probably better to have asked, 'What are you going to do about it?'
If their policy is send a new ratchet, you broke his script.

 

[Ign]

I would have loved to have been informed of the mail-in option when I called the number listed on their website - 800 800 TOOL. If/when it fails again after the rebuild, perhaps I'll gamble on sending it in. I guess if it does fail again, what would I have to lose?

https://www.garagejournal.com/forum/showpost.php?p=8226063&postcount=42

If you have a PP account you can access first class mail, since USPS likes to play games and you can't just select it at usps.com under Click 'N Ship. I'm assuming the ratchet would still fall under the weight limit for First Class, but maybe not?

 

[Downwindtracker 2]

I've warrantied Proto by sending it in. They were very good about it, even when told up front, it was a fleamarket find. I did explain as a millwright my work tools were Proto. I found doing the store routine a waste of time. The counter person has to OK sending the pictures to the rep, who can't be bothered.

Snap-On on the other hand, in same circumstances, forget it.

 

[d.mcfarland]

We bought a 1/2" Proto for a specific task at work. I will remember this for the day that one starts having problems. We have a large corporate Grainer/McMaster Carr account, so maybe they will treat our warranty differently. I'm not sure the delivery driver would have any idea what to do with it.

 

[Davefr]

As I see it, your issue was asking for a repair kit vs asking for the remedy under the Proto lifetime warranty.

 

[TangoFoxTrot]

So it cost $21 out of pocket to just get a kit for it mailed to you? That's like insult to injury, especially at that price point. It should have been a free kit mailed out for a $100 ratchet.

I just started buying tools with the idea I was going to have to replace on my own dime if they failed, but I'm just a DIY'er. I like GearWrench and while I've never used the warranty, I've heard they are pretty good with that stuff and inexpensive enough where I won't be upset if I just have to buy a new one.

When I get burned, I tend to never do business with a company again. Like I had a problem with an older Savage rifle, called their customer service and they couldn't have been nicer and sent out a free part (new magazine that had some issues). And this was a cheap rifle. I had a problem with a Remington right out of the box, and they were complete assholes about it. That will guide my buying decisions moving forward.

 

[2ndGearRubber]

5 bucks to ship, kit was 15 or so, and tax. I got the kit from zoro, not a ton of places had it. Granger was a dollar more just for the kit.

Perhaps I have unrealistic expectations. If I call a company who sells a product with a lifetime warranty, and say I have an issue, I feel that's all that should be my issue. Maybe I deviated from the script the customer service folks use. Maybe I should've driven to Granger and tried. My feeling was that calling the customer service line and explaining I had an issue with a product was enough on my part. This has worked with many companies for me over the years. Perhaps if the ratchet fails again I'll try another method.

 

[Firebrick43]

So it cost $21 out of pocket to just get a kit for it mailed to you? That's like insult to injury, especially at that price point. It should have been a free kit mailed out for a $100 ratchet.

I just started buying tools with the idea I was going to have to replace on my own dime if they failed, but I'm just a DIY'er. I like GearWrench and while I've never used the warranty, I've heard they are pretty good with that stuff and inexpensive enough where I won't be upset if I just have to buy a new one.

When I get burned, I tend to never do business with a company again. Like I had a problem with an older Savage rifle, called their customer service and they couldn't have been nicer and sent out a free part (new magazine that had some issues). And this was a cheap rifle. I had a problem with a Remington right out of the box, and they were complete assholes about it. That will guide my buying decisions moving forward.

one of the reasons that remington went bankrupt.

 

[snakeeyes]

one of the reasons that remington went bankrupt.

Probably more to the fact they really did not care about their customers and sold guns that were so defective they killed people and got sued into oblivion. Even their fix to the guns did not solve the problem and they are being sued again.

 

[Wakefield]

It's never seen a cheater pipe, FWIW. I chuckle at "useful life"..... a liberal estimate is 18months of useful life for a $100 ratchet, probably closer to 12 months. I dont use this ratchet every day either, and I certainly didnt attempt to break it on purpose.

didn't damage or break off the 1/4" drive square? Then the 1/4" drive probably wasn't overloaded.

 

[Jeff1980]

I have a 3/8 drive flex head ratchet that's seen very little use, still looks brand new. It stripped out and wouldn't work at all so I emailed proto and said no problem they'll ship out a repair kit. Well it finally shows up and it's a repair kit for a 1/2 drive torque wrench. So I emailed them again and they finally sent out another repair kit and it was still the wrong kit. So know I'm waiting to get a replacement ratchet sent to me. This process started in august of 2020 and now its January of 21 and I'm still waiting for the replacement ratchet to show up. At least their doing something but this is still ridiculous. I'm definitely never buying anything else from proto after this. I mean if it was a cheap Tekton ratchet all I'd have had to done was emailed a pic and had a new ratchet in a week. I'll only be buying tools that I can get warranty on them if need be in the future. Proto wants to charge premium money for their tools and offer the worst warranty of any tool manufacturer out there.