Update:
I called back this afternoon and was informed that the customer service supervisor informed THEIR supervisor of the issue. I asked if I could speak with this supervisor but They had gone home for the day. So I’ll try calling back tomorrow.
I think it’s promising that the matter was escalated internally without me requesting it, but who knows. It’s so frustrating to me that the vaunted tool truck service won’t honor their written policy. I’m not looking for an exception or special treatment, just what was promised to me at the time of sale.
Also - I’m having some second thoughts about issuing a chargeback. While I’m confident I’d get my money back, I’m worried that it could jeopardize my ability to warranty tools with them in the future. An irrational concern, perhaps, but after this experience I wouldn’t put it past them. I may just try to warranty the worn socket and sell the entire set to recoup my money.
What does "as long as product is marked eligible for return" mean?
As
@neophyte mentioned, some items aren’t eligible for return (manufacturing defect notwithstanding). Branded apparel is one example. The return policy for these sockets seems quite clear:
30-Day Risk FREE return for refund or replacement
If you are not 100% satisfied with your returnable items, return the product for a refund
Free warranty return
I’m not sure how else to interpret “30-day Risk FREE return for refund or replacement” besides “try them out and if you don’t like them , return them within 30 days for a refund”. Zero mention of “tools must be new and unused to qualify for a refund”.
Were the items shipped to you from out of state, or were you billed from an address that was not in your home state?
I had an issue with a cell phone order were I received an empty box, and the I received a refund when I used the term “interstate commerce fraud”.
Out of state. You make an excellent point but I’m reluctant to get too aggressive out of fear that Matco will refuse to do business (ie: honor their warranty) with me in the future. This is also why I’m having second thoughts about doing a chargeback.
I don't know what to say, sounds like a bad business plan on Matco's part.
I remember an old story that I never forgot, back in the day we had a very old department store, sadly they were sold and are no longer; in business, but here is the story. It seems one day a little old lady brought in a shirt and I don't remember the complaint, but she wanted her money back, fair enough. Well, the salesman tried his best to tell her he could not help her, when the head of the store pulled him away and whispered in his ear give her the money back, even though she did not have a receipt. So, the salesman gave her the money back and the little old lady left very happy.
The owner smiled and thought oh another happy customer, too which the salesman replied, you do know the shirt came from J.C. Penney and we are not that store, but the owner said, we will have her coming back for the rest of her life. True story.
Matco will lose this customer and not get them back.
100%. I have a lot of Matco stuff and think they do a good job of bringing unique & innovative tools to the market, but there’s no way I can continue to support them with poor service like this. Hell, I was literally planning on ordering a sliding top tool cart from them this week but it looks like Snapon will be getting my business instead.
Seems like even these particular sockets have the warranty language saying it is returnable if not satisfied.
Yes, thank you. I can’t think of any other way to interpret that verbiage aside from “try it out for 30 days, send them back if you don’t like them”. Also, seems like these sockets are unequivocally designated as “eligible for return”.
If using an item renders it ineligible for warranty, fine, but they need to state that in their policy.
From the Matco description:
Features And Benefits
- Specially heat-treated to provide continuous impact use
- Enhanced 6-point contact design with socket teeth that grip the flat sides of the fastener to drive a nut that is 70% rounded off
- Easier identification with high-visibility laser and impression stamped size markings
- Get the job done easier with a unique non-slip design that protects and works on 6-point, TORX and 70% rounded off nuts and fasteners
maybe they’re designed to take a nut that’s 70% rounded off and make it 100% rounded off.
Curious, did you buy a set or some individuals? How much did you invest in these ballpark speaking?
For $55, don’t know how you could go wrong with these-
https://www.harborfreight.com/12-in-drive-metric-professional-impact-socket-set-14-piece-59762.html
$160 for the set, with my student discount. It was a foolish purchase. But they were recommended to me by someone and seemed cool & unique so I figured “what the hell, why not”. The Icons look nice but I’ve been slumming it with the Quinn 1/2” drive master set for over a year now. Never had a problem removing a fastener with them, never rounded a fastener, never broke a socket. Shoulda left well enough alone.
www.matcotools.com
