warranty advice - craftsman

[nbpt100]

I have a 19mm USA Craftsman ratcheting locking flex head wrench that broke on me today. I was not abusing it. I was running a nylock nut down a long threaded rod and the center ring on the rarchet fell out and the internal piece went flying out. It should not have fallen apart......Definately not abuse.

This wrench I like because of the unique locking device on the flex head. It has been a nice option for me. Unfortunately It is no longer made. I bought it 8 or 10 years ago at Sears and do not have a reciept. On ebay used ones are selling for $45. Like this one:

CRAFTSMAN 19mm 42483 gk x Ratcheting Locking Flex Head Combination Wrench USA | eBay

CRAFTSMAN 19mm 42483 gk x Ratcheting Locking Flex Head Combination Wrench USA. Condition is New. Shipped with USPS First Class Package.

www.ebay.com

If I go to a store like Ace or Lowes, They will say we do not have such a tool, we can not help you......... Call Craftsman. Maybe they will offer me a $25 ratcheting box wrench. That is about all they would have in stock. Should I take that? I say no..... So How will this play out? They do not make this exact tool any longer, will they tell me tough **** or try to give me a $25 replacement Chinese flex head?

How do folks think I should deal with this.?

 

[Fedwrench]

Call craftsman and see what they can do for you. Anything is better than the 19mm open end wrench you currently have. However, since there's really nothing available from craftsman, I'd consider replacing it with a different brand wrench.

Gearwrench 19mm 12 Point XL Locking Flex Head Ratcheting Combination Wrench 85619 | Zoro

Order Gearwrench 19mm 12 Point XL Locking Flex Head Ratcheting Combination Wrench, 85619 at Zoro.com. Great prices & free shipping on orders over $50 when you sign in or sign up for an account.

www.zoro.com

Proto 19 mm Locking Flex Head, 8.5 in. L Combination Ratcheting Wrench BHTBW-3268L - The Home Depot

This is a flex-head ratcheting wrench. It is 19mm. It is 12 point.

www.homedepot.com

Welcome to AboloxTools.com - Abolox Tools - Construction | Manufacturing | Utilities | Aerospace | Transportation

aboloxtools.com

 

[Rich427]

I haven’t had a problem with broken craftsman stuff at Lowes. If they don’t have the same thing they have let me get something similar.

 

[dstblj52]

Call craftsman and see what they can do for you. Anything is better than the 19mm open end wrench you currently have. However, since there's really nothing available from craftsman, I'd consider replacing it with a different brand wrench.

Gearwrench 19mm 12 Point XL Locking Flex Head Ratcheting Combination Wrench 85619 | Zoro

Order Gearwrench 19mm 12 Point XL Locking Flex Head Ratcheting Combination Wrench, 85619 at Zoro.com. Great prices & free shipping on orders over $50 when you sign in or sign up for an account.

www.zoro.com

Proto 19 mm Locking Flex Head, 8.5 in. L Combination Ratcheting Wrench BHTBW-3268L - The Home Depot

This is a flex-head ratcheting wrench. It is 19mm. It is 12 point.

www.homedepot.com

Welcome to AboloxTools.com - Abolox Tools - Construction | Manufacturing | Utilities | Aerospace | Transportation

aboloxtools.com

I would ask for the proto one as thats another sbd brand, craftsman customer service seems to have a program that allows them to pull warranty replacement from other brands if their is no longer a craftsman version made sometimes with manager permission

 

[dstblj52]

I have a 19mm USA Craftsman ratcheting locking flex head wrench that broke on me today. I was not abusing it. I was running a nylock nut down a long threaded rod and the center ring on the rarchet fell out and the internal piece went flying out. It should not have fallen apart......Definately not abuse.

This wrench I like because of the unique locking device on the flex head. It has been a nice option for me. Unfortunately It is no longer made. I bought it 8 or 10 years ago at Sears and do not have a reciept. On ebay used ones are selling for $45. Like this one:

CRAFTSMAN 19mm 42483 gk x Ratcheting Locking Flex Head Combination Wrench USA | eBay

CRAFTSMAN 19mm 42483 gk x Ratcheting Locking Flex Head Combination Wrench USA. Condition is New. Shipped with USPS First Class Package.

www.ebay.com

If I go to a store like Ace or Lowes, They will say we do not have such a tool, we can not help you......... Call Craftsman. Maybe they will offer me a $25 ratcheting box wrench. That is about all they would have in stock. Should I take that? I say no..... So How will this play out? They do not make this exact tool any longer, will they tell me tough **** or try to give me a $25 replacement Chinese flex head?

How do folks think I should deal with this.?

I would call them up and see what they would do for you you might be able to talk them into giving you a locking flexhead from another sbd brand probably proto although dewalt may have had them at one time or another, they seem to be willing to do that sometimes

 

[Jacobs976]

Wait till next year if you're in no hurry and they'll have some American made stuff again from their new factory. Maybe they'll have something similar and you'll be able to see how well they do. Probably only get a comparable tool but nobody knows what they'll actually make other than the broad statement of craftsman sockets, ratchets, and wrenches. Maybe they'll bring back some variation of the design since ratcheting wrenches are a big thing now.

 

[nbpt100]

I did not know they would ever cross over brands. That is interesting. The Proto is a bit short at 8.5 inches long. My Cman is 11" long as is the GW posted by Fedwrench. I would not mind that GW but as far as I know Lowes does not carry GW. GW is not SBD. Not yet anyway.

I looked at Dewalt and did not see a locking flex. MAC has one. No picture or specs to speak of on their website but I bet it is the same as the Proto.
I could wait, however, Waiting is a risk as you say, you do not know what they will have and I am sure they will have an Asian inventory to get rid of for warranty replacements. They should get top dollar for The USA made product.

 

[Fedwrench]

Wait till next year if you're in no hurry and they'll have some American made stuff again from their new factory. Maybe they'll have something similar and you'll be able to see how well they do. Probably only get a comparable tool but nobody knows what they'll actually make other than the broad statement of craftsman sockets, ratchets, and wrenches. Maybe they'll bring back some variation of the design since ratcheting wrenches are a big thing now.

Who knows what or when the new SBD factory will produce but, I'd bet that ratcheting wrenches won't be made there. Most of Proto, Mac, and all of Dewalt's & Expert's ratcheting wrenches are made in Taiwan. Craftsman V series too. Ratcheting wrenches are just a tool Taiwan produces very well.

 

[Ton ton]

I would buy another wrench. The Craftsman warranty is a pain @ Lowe's. Speaking from experience.

 

[nbpt100]

From looking on line at all of the SBD offerings, Craftsman does not have a locking flex head. The closest they have is their new V series. In the SBD family the closest locking flex head is the Proto 8.5". Which is the better wrench? Neither are comparable in my opinion. The V series give me the longer length which is comprible, the Proto gives me the locking flex head and open end which is comprable. The ratcheting mechanisms are probably the same 12 pt. 72 tooth design.

Which one would you request????

 

[kngelv]

Just call SBD and request the Proto. Yes it's a little smaller but it is as close as you are going to get. My Proto ratcheting set is made in the USA and is only a few years old. It is a great set. Hopefully they have not moved production to Taiwan.

James

 

[Bucko]

I would buy another wrench. The Craftsman warranty is a pain @ Lowe's. Speaking from experience.

Its all in the luck of the draw in who you get to help. Tools was one of the departments I was in charge of when I worked there. I had no problem swapping out a tool to make a customer happy as long as he was not trying to swap out a basic ratchet for the top tier, unless we were out of the one they had then it gave me a reason to upgrade him. I figured if craftsman rejected the claim it was pennies in the grand picture and your experience is a prime example, people remember being screws over.

 

[Fedwrench]

Just call SBD and request the Proto. Yes it's a little smaller but it is as close as you are going to get. My Proto ratcheting set is made in the USA and is only a few years old. It is a great set. Hopefully they have not moved production to Taiwan.

James

Too late. All Proto fine tooth ratcheting combination wrenches except for the I Beam version, are made in Taiwan. Great wrenches despite not being US made

 

[KnurledNut]

I would call Craftsman first and see if they can replace with the size you need from the CMMT12061 set.
https://www.craftsman.com/product/c...rsible-ratcheting-combination-wrench-set-7-pc

Also, SBD has re-launched the NAPA and Craftsman partnership, including warranty.
It looks like they have the above set available for purchase.
Im not sure how they would handle your request, but it might be worth asking.
https://www.napaonline.com/en/p/CTMCMMT12061

 

[64C10]

Blackhawk locking flex heads are an SBD option as well. Taiwan made, and very solid.

 

[KenC]

I would also contact Craftsman directly, but not a phone call. Use the contact link on the Craftsman web site. If your experience is like mine, you will be contacted by DeWalt customer service. I also had a Sears sourced tool, in my case the premium 1/4" ratchet. That model was not available, but the one that occupies that spot in the lineup was sent free of charge. Had to wait 3 weeks or so because it was out of stock. When the factory made another run it arrived quickly.

I like having a written/printed history of such things. Phone calls get forgotten, ignored or misinterpreted.

 

[nbpt100]

I would also contact Craftsman directly, but not a phone call. Use the contact link on the Craftsman web site. If your experience is like mine, you will be contacted by DeWalt customer service. I also had a Sears sourced tool, in my case the premium 1/4" ratchet. That model was not available, but the one that occupies that spot in the lineup was sent free of charge. Had to wait 3 weeks or so because it was out of stock. When the factory made another run it arrived quickly.

I like having a written/printed history of such things. Phone calls get forgotten, ignored or misinterpreted.

I will approach it this way after thinking and taking in all of the advice. Do they allow you to upload a photo? Did you have to mail back your broken tool? If C'man has the same 19mm wrench I will be happy.....even if not USA made. I have some Gearwrench Taiwan stuff and it is good. I do not mind waiting 3 or 4 weeks.
I did notice on the Proto site the picture showed a BlackHawk labeled wrench. I thought that Brand went away but are now a sub brand of Proto? Its specs were a 8.5" long wrench.

Thanks to all. I will follow up once I hear back from SBD.

 

[64C10]

It’s been Blackhawk “by Proto” for quite a while - at least the last 10 years. MSC, Grainger and the other industrial suppliers still carry the brand.

 

[Dakotadadv8]

I warranty a 15 year old CM USA 1/2 drive tri wing ratchet from Sears at Lowes, did not have the same exact ratchet. Received a CM China 36t quick release not bad, Lowes just takes your license info down, no issues.

 

[AA/FC]

I broke a very fine tooth count, small head HUSKY ratchet from Home Depot. (Same as the MAC Micro Tough ratchets) These were last produced probably 15 years ago, or more...... I called the SBD customer service line and they said they would send out a replacement ratchet, which they did.... but it was nothing like the original one that I broke. I called them back and discussed it with them again and sure enough an Identical ratchet to the one that broke arrived in the mail several days later. It blew my mind that I was able to get a brand new replacement for a tool that hadn't been sold in roughly 15 years. The point of my story.... don't automatically think you can't get an exact replacement for an old tool. SBD just might surprise you.

 

[KnurledNut]

@AA/FC
Which Garage Journal member did they source that replacement from???

 

[PugetDude]

I'd try the SBD online warranty route, but if you want an exact replacement to fill in a set you're probably going to have to go the eBay route. Do a detailed search, save it and then set up notifications for new listings.

Tip- if you see something that might work for you, put it on your watchlist and wait a day or two- I've been getting "Because you showed an interest in "X" the Seller has made you an offer" emails from eBay- usually 10-20% off the "Buy it Now" price. Bought a couple of Craftsman wrenches this way recently.

Good Luck.

 

[dnschmidt]

Personally, I'd say the hell with it and buy a new wrench which is the normal way that I handle warrantee issues which frankly I seldom have. Why fight for something worth about the same as a sleeve of Pro V1 golf balls?

 

[AA/FC]

@AA/FC
Which Garage Journal member did they source that replacement from???

You got me.... Whoever it was still had it sealed in the factory plastic wrapper with the part number on the label. lolol. I have the tool sitting on the desk right next to me. It's a Husky 24901. The only difference between the original, and the replacement is the finish. The original was black chrome, and the replacement is bright chrome. This was probably 3 or 4 years ago.... but even so, the tool hadn't been sold for probably 10+ years even at that point. Not sure where they dug it up but it surprised the hell out of me. lol.

It's not the finish that I cared about, it's the VERY smooth high tooth count and very small ratchet head that I really like about it. This is the replacement ratchet shown in the picture below. It's a 3/8 drive ratchet. These are (along with my 1/2 version) at the top of my list for favorite ratchets. I also own SO dual 80's which are very nice and probably much stronger but the Husky's are my favorite. Much smoother and smaller than the SO dual 80s

 

[demarpaint]

Last year I had a problem with an Industrial screwdriver that was discontinued. I emailed Craftsman a picture and detailed the problem. They offered me a cash refund for the tool, or a replacement with something similar which was a lower quality tool. About 6 weeks passed and I got a check in the mail for the screwdriver. I'd email them and see what they offer for the tool in question.

 

[PugetDude]

Post the appropriate email address for Craftsman Warranty as a public service.

 

[nbpt100]

Post the appropriate email address for Craftsman Warranty as a public service.

That would be great if someone had it. I used thier on line form to contact Customer Service with a warranty request on Sunday. They did send me an automatice email with a request number and said my request is being reviewed. Nothing else as of yet.

 

[Bucko]

That would be great if someone had it. I used thier on line form to contact Customer Service with a warranty request on Sunday. They did send me an automatice email with a request number and said my request is being reviewed. Nothing else as of yet.

I know that its posted on the wall at the return desk at Lowes and the tools associates should have a pocket flip book with the number and what is and what is not covered. The books often dissappear but the number should be on the wall.

ETA: Did a little surfing on Google photos and found a picture I could zoom in on. The guys head was a little in the way but putting the numbers in I could see along with craftsman came up with 888-331-4569

 

[WWheeler]

Post the appropriate email address for Craftsman Warranty as a public service.

Sears Help

Sears – How do I submit a Craftsman Lifetime Warranty claim?​

Answer
We appreciate that you have chosen Sears for your tool needs. Craftsman hand tools come with a lifetime warranty against product defects. If a Craftsman hand tool ever fails due to a defect in the product, simply return the item to the nearest Sears store. Some exclusions do apply which would void or do not apply to the lifetime warranty, which include but is not limited to:

• The item being altered in any way
• Lost, stolen or damaged by an act of God (such as fire, flood, etc.)
• If the item is used for any other reason than its intended purpose, including neglect
• Rust that does not affect the performance of the item (most rust is strictly cosmetic and does not justify being classified as broken)

Visit your nearest Sears, Sears Hometown, Sears Hardware or Kmart location for an in-person tool exchange under the Lifetime Warranty. Should you not have a location within 30 miles you may submit a claim by email.

Note: If a location is found within 30 miles the claim will be denied and you will be directed to the store.

To file a warranty claim, please provide the following details by email to conduct a proper assessment of your request:

• Contact Information
  • First Name
  • Last name
  • Address (City, State & Zip)
  • Phone Number
• Product/Purchase Information
  • Product Name
  • Item/Model Number
  • Salescheck Number (optional)
• Clear photo of the hand tool
• Clear photo of the hand tool showing the item number/serial number
• Copy of photo ID showing name and address
• Provide the item description and explain the reason for the replacement

Once you have gathered the necessary information, submit your claim to [email protected]

Please be aware the maximum email size we may receive (including the message and all attached files) may not exceed five Megabytes (5MB).

 

[dstblj52]

Sears Help

You dont want to deal with sears you want to get to sbd craftsman

 

[AirMech#406]

That would be great if someone had it. I used thier on line form to contact Customer Service with a warranty request on Sunday. They did send me an automatice email with a request number and said my request is being reviewed. Nothing else as of yet.

I honestly wouldnt have wasted my breath with Crapsman customer service. Although, I am very bitter from a sour personal experience. I truly hope they help you out and you get an equivalent replacement, but I wouldnt be surprised if they just gave you the finger and told you to take a hike.

I had a Craftsman tool chest and the soft close mechanism on the drawer rail/slide broke.

I contacted Cman and they said "not our problem, contact sears"

Contacted sears. Got an Indian guy who tried to be helpful but in the end was like, "we cant verify your Sears membership so we cant help you. You should call craftsman." (despite the fact I had the receipt in hand, ugh)

Again, contacted craftsman via email and they said, "We dont have those rails in stock, but you can buy them from our supplier, Waterloo." To which I responded with "No, I want YOU to buy them and give them to me. Thats how a warranty works." Didn't hear anything after that.

My shop foreman calls them and tells them, "Hey, please stop giving my mechanic the run around and fix his box." to which the nice lady says on the other end, "of course! ill put an order in for them now!" I was so happy! I thought I was in the clear!

Next day, I get an email from Cman: "We dont have those rails in stock... but you can buy them from our supplier!" I gave up after that.

Sorry for the long winded story, but all that to say I refuse to give Craftsman another penny, and my experience with their CS was horrible. I love old Cman stuff, and will hold on to my dad and granddads tools and hopefully pass them along to my kids one day, but I will never buy a new Cman tool as long as I live.

 

[Boogerman]

Guy can go broke picking pennies off floor instead making dollars working in same time.

Throw bad wrench in scrap iron, buy good tool & return to work. Not use time complaining, chasing warranty instead work make money. Much better off long run make money, and not get mad at thing you can't help!

 

[dstblj52]

I have had much much better luck with the web form then the phone number so you might want to try that they seem much better trained and much more able to deal.

 

[WWheeler]

You dont want to deal with sears you want to get to sbd craftsman

SBD Craftsman is only obligated to honor Craftsman warranty on older Sears-era tools IF they themselves manufacture a craftsman equivalent. If they don't you have to go though Sears warranty process linked above or by calling the number here...

FULL STATEMENT FROM LOWE'S CORPORATE COMMUNICATIONS:

"we will honor all lifetime warranties no matter where the CRAFTSMAN hand tool was purchased. We ask that customers bring in the item, and we’ll replace it if we have the product. If we do not have the product, customers can call the Customer Care Hotline (883-331-4569)."
Maureen Wallace, Lowe's

 

[dstblj52]

SBD Craftsman is only obligated to honor Craftsman warranty on older Sears-era tools IF they themselves manufacture a craftsman equivalent. If they don't you have to go though Sears warranty process linked above or by calling the number here...

The customer care hotline goes to sbd that's Lowe's saying if they don't have it in stock you need to contact stanley black and decker

 

[WWheeler]

The customer care hotline goes to sbd that's Lowe's saying if they don't have it in stock you need to contact stanley black and decker

When I called that number [EDIT: This was what I was directed to do AFTER first trying to return to Lowes] I was emailed the same form I linked above to send info to Sears. I had to send my name photo id, picture of the tool, etc. I had old broken snap ring pliers and received pair of Sears Craftsman locking pliers instead. Chalked it up as at least they are trying.

 

[dstblj52]

When I called that number [EDIT: This was what I was directed to do AFTER first trying to return to Lowes] I was emailed the same form I linked above to send info to Sears. I had to send my name photo id, picture of the tool, etc. I had old broken snap ring pliers and received pair of Sears Craftsman locking pliers instead. Chalked it up as at least they are trying.

Who exactly did you call which number and when? Because if you called the craftsman number after mid 2017 they certainly weren't supposed to do that

 

[WWheeler]

Who exactly did you call which number and when? Because if you called the craftsman number after mid 2017 they certainly weren't supposed to do that

Same number I posted above. Customer Care Hotline (883-331-4569)

Late 2020 or early 2021. Not sure exactly when, but it was one of the times my work shut everything down for a few weeks thanks to Covid shutdowns affecting our suppliers and/or customers. After talking with whoever at that number they asked for my email address sent me an email with the "required information" and it was the same as what I posted in post 29 above. Sears/KMart customer service.

 

[nbpt100]

After 4.5 business days I have not heard any reply. So I called the warranty number. If Purchased at Sears they put you though to Sears and then refer you to a Sears KMart Web site.

They then ask you to provide the following and email it too them. Most of it is reasonable but I do not like the idea of sending them a copy of my photo id. In my case my drivers license. Has anyone ever heard of this?

This is what they ask for and where to email it.

To file a warranty claim, please provide the following details by email to conduct a proper assessment of your request:

• Contact Information
  • First Name
  • Last name
  • Address (City, State & Zip)
  • Phone Number
• Product/Purchase Information
  • Product Name
  • Item/Model Number
  • Salescheck Number (optional)
• Clear photo of the hand tool
• Clear photo of the hand tool showing the item number/serial number
• Copy of photo ID showing name and address
• Provide the item description and explain the reason for the replacement

Once you have gathered the necessary information, submit your claim to [email protected]

 

[WWheeler]

Who exactly did you call which number and when? Because if you called the craftsman number after mid 2017 they certainly weren't supposed to do that

In the post above it appears to me that nbpt100's experience calling that number was the same as mine. If your tool is a Sears' era tool they put you in touch with Sears customer service.

I suspect they'll try to do that for as long as a Sears/Kmart Craftsman warranty service exists. I sorta recall this being a stipulated part of the Craftsman name sale to SBD in the first place, that Sears was still allowed to sell and warranty their own existing (diminishing) Craftsman line for at least some period of time while Stanley built up their own, but I could be misremembering about that, but seems to me it'd be kinda stupid for them not to, business-wise.