Actual warranty experience

Danglerb · Sep 24, 2007

I am curious about what actually happens when you need a tool replaced. Short and sweet replies if possible with just the facts.

Home Depot Orange Calif, return for replacement Husky *66610 10mm gear wrench flex head combo wrench. Clerk at the return register didn't know what to do without packaging or receipt, more experienced person came along and told me to just find the replacement item and bring it up. First store didn't have any metric flex heads, told me to call Husky. Second store has one set mixed in with the SAE. Person in that larger tool area didn't seem to know what to do either, and sent me up to returns. Girl there was still a bit confused, but someone at the service desk said, "just do a RTV", so she cut open the set, pulled out my size and put the old in and the rest of the new set in the hardware returns basket. No paperwork, no ID, took two stores, but walked out with new wrench.

*** Problem was a bad spot in rotation where ratchet would stick, and a moderately loose bolt would rotate instead of ratcheting the wrench. Replacement feels more coarse, heavier drag, but no bad spot. The other Husky flex head I have in 1/2" feels the same as this new wrench, but a Husky double box end 5/16 - 3/8 65483 looks and feels more GearWrench smooth.

wilbilt · Sep 25, 2007

Sears Yuba City, CA
Craftsman 3/8" dr flex head ratchet. Flex joint drive pin kept falling out. Took it back three times for "repair". Asked for a new one, since the problem was recurring. No dice. After the fourth "repair", I went back to the shop, pushed the pin out with my finger and drove in a roll pin followed by a smaller roll pin through the center. Ground the ends flush. No more problem.

Sears Yuba City, CA
Craftsman 3/8" dr fine tooth satin finish ratchet. The one with the Torx screw in the center of the head. It came apart while I was at the top of a 24' ladder. The pieces fell into a large patch of ivy below the ladder. I nearly followed. I looked, but could not find the parts. Lost the socket, too. Sears: "We can't warranty it because it's missing the parts".

Sears Yuba City, CA
Craftsman flare nut wrenches. They spread. Sears: "What's wrong with them?" Me: "They are spread out, they slip and round the fasteners." Sears: We can only replace them if they are actually broken'"

Sears Oroville, CA
"We don't do tool warranties here."

Sears Oroville, CA
A year later, after reading that "All locations selling Craftsman tools must honor the warranty" on the Sears website...
Sears: "We don't have the parts to fix that ratchet." Me: "There is a new one on the peg right there, can you exchange it?" Sears: "No. Try the Chico store."

Sears Chico, CA (45 mile drive one way)
Sears: "We can't warranty that ratchet unless you have all the parts."

UGH. F**K SEARS.

Snap_On dealer, Yuba City CA
I had purchased many thousands of dollars' worth of tools from him, as well as a $2500 box (1980s dollars). He had replaced some tools for me due to genuine issues. 1 1/8" wrench, chrome chipping on the open end. He stated when I bought them (1/4" - 1 1/4" set) that chrome wearing off was not covered, but chrome chipping was. SO: "I won't replace that." Me: "Why not?" SO: "That's a frivolous issue. Warranties on things like that are what drive up the price of tools."

I paid off my tab and stopped buying from him. A couple of months later, he came by with his District Manager. The DM offered to replace the wrench. I said, "No, thanks." DM then offered to replace the entire set. I declined, and haven't purchased a Snap-On tool since.

Auto Zone, Oroville, CA
I brought in a ratchet I had purchased at another AZ store because it started to slip. It was a Great Neck or Chinese Thorsen or whatever they were selling at the time. I had bought it to finish a job in a pinch.
It was cheerfully replaced. The new one started slipping shortly afterward, and I just threw it away.

kythri · Sep 25, 2007

Sears (Albany, OR - Salem, OR - Eugene, OR - Newport, OR - Lincoln City, OR): Various broken or not-spec tools. All cheerfully replaced, no questions asked. Normally, I just have to get the item off the shelf, and they swap it out. Depending on the product or the location (Newport and Lincoln City are associate/franchise stores), it may have to be ordered, but it's then mailed/shipped directly to my home, no charge. (Wilbilt, we need to get some of our Oregon Sears managers/employees a transfer to CA to train those morons...) The Albany, OR store even warrantied a Taiwanese-built ratchet (from Canada?) that was slipping, and I got a US-built replacement.

AutoZone (Lebanon, OR): Was removing drivelines from my Explorer, and a buddy's Bronco II, and needed a 12-point impact socket. Didn't have one. Didn't want to dink up my Craftsman stuff, and bought a Great Neck chrome socket from AutoZone for the impact gun (figured if I broke it, no big deal). I broke it. Sent the buddy over to AutoZone to buy another one. He took the broken one back with him so he knew which one to buy, and the manager refused to charge him for it. I went back later, and the manager was still cool after I explained we used it on an impact gun. Don't think I'll be buying a bunch of Great Neck stuff, but I'll defnitely be buying stuff from AutoZone.

jimvannoy · Sep 25, 2007

Snap On local truck: Swapped a set of 25 year old black handle screwdrivers with handle problems for a brand new set no problem. Swapped a 1/4 ratchet for brand new one no problem, rebuilt 3/8 and 1/2 ratchets no problem.

Sears Jackson MS: Just swapped out 7 or 8 screwdrivers and a couple sockets no problems.

Still trying to hook up with the local MAC truck to swap a few things.

wrenchr · Sep 25, 2007

jimvannoy said:
Snap On local truck: Swapped a set of 25 year old black handle screwdrivers with handle problems for a brand new set no problem. Swapped a 1/4 ratchet for brand new one no problem, rebuilt 3/8 and 1/2 ratchets no problem.

Sears Jackson MS: Just swapped out 7 or 8 screwdrivers and a couple sockets no problems.

Still trying to hook up with the local MAC truck to swap a few things.

Call 1-800-MAC-TOOLS....They will replace your broken tools no problem. :thumbup:

klswvu · Sep 25, 2007

Sears [Morgantown, WV]

18" 1/2" Drive Flex Handle
Replaced with new... no questions asked and apologoies thrown in.

Item was new but the 1/2" 'male' end was slightly deformed and would not fit into the 'female' socket. New Flex Handle fit with no issues. --In this case it was truely a QC issue as the tool was unused.

hguerrero · Sep 25, 2007

Sears...

Took in an old craftsman 1/2 ratchet..raised panel...started slipping.
Guy said they no longer make that model...and gave me a fully polished ratchet...no problem.

Took in a craftsman telescopic mirror. Dropped it and it broke. Explained to the guy it was my fault. He gave me a new one anyway.

Took in a craftsman lawnmower that I bought 10 maybe fifteen years ago. Always kept it outside....in the rain. It rusted through beyond repair. Couldn't start it to save my life. Guy explained this to his manager and they gave me a NEW ONE!!! ((ok, ok, I made that last one up))

wilbilt · Sep 25, 2007

kythri said:
(Wilbilt, we need to get some of our Oregon Sears managers/employees a transfer to CA to train those morons...)

Send them down...we would be glad to see them...

You might be SOL if they don't come back, though... :lol_hitti

Uncle Buck · Sep 25, 2007

klswvu said:
Sears [Morgantown, WV]

18" 1/2" Drive Flex Handle
Replaced with new... no questions asked and apologoies thrown in.

Item was new but the 1/2" 'male' end was slightly deformed and would not fit into the 'female' socket. New Flex Handle fit with no issues. --In this case it was truely a QC issue as the tool was unused.

Same tool needed to have replaced except it was SO. The casting at the head was cracked, I never figured out how it happened it had not been used 10 times. My dad took it to SO warehouse/distribution center in the area for exchange and they charged him $5.00! I never had that happen at Sears! :wtf:

( I better not tell you the rest of my poor warranty SO experiences, this is a good example of how all of my personal experiences with them have gone!)

( I should add I have never been denied warranty on a Craftsman hand tool, clearly I cannot say the same of S/O. And I have had fewer tools to return to Sears than I have had S/O. I have many more Cman tools and have had them longer than any of my S/O stuff, but I have a fair amount of S/O tools as well so I would call it a fair comparison.)

mulepackin · Sep 25, 2007

Sears store Great Falls Montana: 3/8" ratchet, ratcheting mechanism began to slip. Repair kit installed by store clerk while I waited, has worked great since (and I kept the old parts). Same store, took in a mid length deep socket 9/16" found on side of road with vertical crack. Item no longer made, exchanged for full length deep, no questions asked. Locally owned parts store, returned an OTC Chevy 4x4 front hub nut socket (4 pin). The pins had rounded off after normal use and wouldn't stay engaged. Exchanged for new without any problem. Unfortunately the store is no longer in business. In fact I don't think we have anything left that are not chain parts stores.

eschoendorff · Sep 26, 2007

wilbilt said:
"

UGH. F**K SEARS.

Yup. It's sad, but true.

eschoendorff · Sep 26, 2007

wrenchr said:
Call 1-800-MAC-TOOLS....They will replace your broken tools no problem.

Yup... and their Customer Service is great too. Nice folks there. too bad I'm not a huge fan of their tools....

martell06 · Sep 26, 2007

Danglerb said:
I am curious about what actually happens when you need a tool replaced. Short and sweet replies if possible with just the facts.

Home Depot Orange Calif, return for replacement Husky *66610 10mm gear wrench flex head combo wrench....

In case you have future husky tools to warranty, a friend had a HUSKY ratchet fail and he just called husky direct. The shipped him a new one within 1-2 days.

Thumper · Sep 26, 2007

DATELINE.... Buford Ga. Home Depot. Went to return Husky slip joint pliers because the handle grips were falling apart. Husky name "laser etched" was worn off. They said it wasn't Husky and to buy some "dip grip" and dip the handles in....yeah right. Pissed.......I left.
Went to the ******* Store 10 miles away. Lady takes one look and says " well honey just go grab another pair and bring 'em up here." I did...she smiled..and sent me away happy and apologized for the dipshits in Buford !

Deafautotech · Sep 26, 2007

eschoendorff said:
Yup... and their Customer Service is great too. Nice folks there. too bad I'm not a huge fan of their tools....

i was disappointed that more tools are made oversea than in past time when mac tools dealers sell... i just buy what tools that made in usa and have lifetime warranty.... :headscrat

eschoendorff · Sep 26, 2007

Thumper said:
DATELINE.... Buford Ga. Home Depot. Went to return Husky slip joint pliers because the handle grips were falling apart. Husky name "laser etched" was worn off. They said it wasn't Husky and to buy some "dip grip" and dip the handles in....yeah right. Pissed.......I left.
Went to the ******* Store 10 miles away. Lady takes one look and says " well honey just go grab another pair and bring 'em up here." I did...she smiled..and sent me away happy and apologized for the dipshits in Buford !

Buy Channellocks and you won't have to ever worry about needing to return them...

Uncle Buck · Sep 26, 2007

eschoendorff said:
Buy Channellocks and you won't have to ever worry about needing to return them...

Really a tough brand to beat for most of their product line in my opinion, and that is the regular blue handle line I mean; not the code whatever you call em type! (the code type do look as good and better as well)

Danglerb · Oct 1, 2007

Sears, Orange Cal. Swapped two cracked Craftsmen sockets from the swapmeet, took a few minutes to find a match, ended up with easy read sockets with new numbers.

I asked about Gear Wrench and was told again, mail in ONLY. Kid said some employees may think or say the warranty is in store, but the transaction won't go through the register, and the employee gets in trouble over it.

wilbilt · Oct 1, 2007

eschoendorff said:
Buy Channellocks and you won't have to ever worry about needing to return them...

But if you do...what is the process? I have some that are worn out.

Vicegrip · Oct 1, 2007

Home Depot. Returned a torque wrench that I might have run a little past the max torque and had the square end snap off. They took it back no problems. I don't tend to abuse tools for the most part.

Sears. Many screwdrivers over many years. one 10 mm socket that split from much use over many years. A open/box wrench that the chrome was peeling off from too much torque and the open end was now sloppy. 2 slip joint pliers that the pivot bolts striped and turned the pliers into finger tip crackers. both failed again and I returned them again. I am strong nbut I don't use 'roids or anything and now I too only use Channellock brand slip joints on pipes. Sold the sears **** still new at a yard sale to a guy that thought I was nuts. Shouda sold him some Band-Aids too.

eschoendorff · Oct 1, 2007

wilbilt said:
But if you do...what is the process? I have some that are worn out.

Not sure.... you'll have to ask them:
http://www.channellock.com/contact.htm

plinker · Oct 1, 2007

I had e-mailed them a few months ago, here's the reply.

All Channellock tools carry a life-time warranty on manufacture's
defects and defects in workmanship. We do not guarantee the tool if it
has been abused, altered or worn out from use.

If you have a tool that falls under our warranty policy, you have a few
options. You can either try stores like Lowes, Home Depot, Ace
Hardware, True Value, Do-It-Best stores and as long as they have the
same tool in stock, they should replace it for you. (I suggest you take
our 800-724-3018 number with you. Many times the individual associates
are not aware of the policy. Just ask them to give us a call). Another
option would be to send the tool back to us at the factory and we will
be glad to replace it from here. It can be sent to: Channellock, Inc,
Route 102, Meadville PA, 16335, ATTN: Return Tools.

wilbilt · Oct 2, 2007

plinker said:
We do not guarantee the tool if it
has been abused, altered or worn out from use.

Hmmm.

double nickel · Oct 2, 2007

Troy Michigan, I always wait to take back broken tools until I have 3 or 4 items. I waited once until I had 8 things, screwdrivers, 2 1/2" ratchets, etc. The guy at the counter accused me of buying broken tools to return for new ones. I flipped, got a manager and had no problen after that. I have a Mac 3/8" flex head ratchet that needs replace, I will have to give them a call.

MAD · Oct 2, 2007

plinker said:
All Channellock tools carry a life-time warranty on manufacture's
defects and defects in workmanship. We do not guarantee the tool if it
has been abused, altered or worn out from use.

This is the type of warranty a lot of tools companies have and I think it is quite reasonable as long as they do not hype their "lifetime warranty". I don’t expect Klein to replace my worn out screwdrivers that I used for ten years. I have gotten my money’s worth out of them. If the tip snaps off under normal use that is a different story. Sears on the other hand guarantees many hand tools satisfaction forever and I have no problem holding them to their word.

I believe that companies like Channellock, Klien, Knipex, etc... do not ballyhoo their warranty is because if they advertise the lifetime warranty, in many states with strong consumer protections they can not enforce exclusions such as abuse, wear etc.

Canadian Charlie · Oct 2, 2007

I once had an issue with the Blue Point (Mighty Vac) vacuum pump which I bought brand new from Snap On UK, there were some hoses and ends missing. When I e mailed them they gave me an issue that they were there so I e mailed Might Vac and told them my story. They then got in touch with Snap On and they sent me the missing pieces.

Months latter I bought a set of 1/4" extensions and one of the ball bearings that holds the socket in place wasn't there, yet again another email to explain plus I added a 7/16" wrench to the story. Didn't get an answer so I e mailed a few times with no reply. After a few months at trying I gave up and decided to by used off eBay

Uncle Buck · Oct 2, 2007

Canadian Charlie said:
I once had an issue with the Blue Point (Mighty Vac) vacuum pump which I bought brand new from Snap On UK, there were some hoses and ends missing. When I e mailed them they gave me an issue that they were there so I e mailed Might Vac and told them my story. They then got in touch with Snap On and they sent me the missing pieces.

Months latter I bought a set of 1/4" extensions and one of the ball bearings that holds the socket in place wasn't there, yet again another email to explain plus I added a 7/16" wrench to the story. Didn't get an answer so I e mailed a few times with no reply. After a few months at trying I gave up and decided to by used off eBay

Ah yes indeed, another satisfied Snap-On customer. It's a good thing they come by the shop cause I would never be able to find time to purchase tools elsewhere or in the evenings or on weekends etc, you know, they have me on call 24-7 in case of a special emergency overhaul or other major type stuff in the wee hours of the morning. It is kinda like a surgeon, I have no time for such foolishness as replacing broken tools! YEE GOD MAN! :lol_hitti

(CLEARLY THIS POSTER IS NOT A PROFESSIONAL AND CAN IN NO WAY COMPREHEND THE GRAVITY OF THE SITUATION THAT PROFESSIONAL MECHANIC DR.S ARE UP AGAINST EVERY DAY MAKING LIFE AND DEATH DECISIONS WHILE UP TO THEIR ELBOWS IN PISTONS AND RINGS! TIME IS OF THE ESSENCE MAN, AND NO I HAVE NO EXTRA OR DOUBLES OF ANY OF MY TOOLS IN MY GARGANTUAN BOX THAT DOUBLES AS MY SLEEPING QUARTERS BETWEEN MY CHALLENGING OVERHAUL ASSIGNMENTS! :spit:

)

wrenchr · Oct 2, 2007

Danglerb said:
Sears, Orange Cal. Swapped two cracked Craftsmen sockets from the swapmeet, took a few minutes to find a match, ended up with easy read sockets with new numbers.

I asked about Gear Wrench and was told again, mail in ONLY. Kid said some employees may think or say the warranty is in store, but the transaction won't go through the register, and the employee gets in trouble over it.

I warranty gearwrench all the time @ sears, never a issue. I found some guy at a flea market selling broken gearwrenchs for $1.00 each and bought them up. I now have a nice set of wrenches.

Danglerb · Oct 2, 2007

Thats exactly what I am hoping for in this thread, separating the "what they say" from the "what they do". Maybe in a week I will edit and put a summary at the front.

Great price, all the sellers at the local swapmeets ask the exact same price, $8 each for Gear Wrench, $5 each for the Husky.

wrenchr · Oct 2, 2007

Danglerb said:
Thats exactly what I am hoping for in this thread, separating the "what they say" from the "what they do". Maybe in a week I will edit and put a summary at the front.

Great price, all the sellers at the local swapmeets ask the exact same price, $8 each for Gear Wrench, $5 each for the Husky.

Well damn, that is not far off of retail. The flea market in so cal ****
-ss! :lol_hitti

Danglerb · Oct 2, 2007

wrenchr said:
Well damn, that is not far off of retail. The flea market in so cal ****
-ss!

What makes it "work" is that you don't have to buy a set to get just what you want, and they negotiate a little when you buy more than one, 3x Husky was $12, 3x Gear Wrench was $21. Its mercado, many folks literally do all their shopping and just pick up the odd item in a real store. Vendors are there every weekend, and stand behind their products. Not everything is priced so high, but many tools are commodity items and everybody knows the value. Cash and no tax too.

wrenchr · Oct 2, 2007

Danglerb said:
What makes it "work" is that you don't have to buy a set to get just what you want, and they negotiate a little when you buy more than one, 3x Husky was $12, 3x Gear Wrench was $21. Its mercado, many folks literally do all their shopping and just pick up the odd item in a real store. Vendors are there every weekend, and stand behind their products. Not everything is priced so high, but many tools are commodity items and everybody knows the value. Cash and no tax too.

Here in Michigan my brother picked up a 44pc 1/4 mac tools set for $50.00

toolfreak · Oct 3, 2007

I have had no problems with Sears or off the Snap on truck yet. I was wondering what kind of experience (other than wilbilts) trying to get snap on to warranty wrenches with chrome flaking. I have several wrenches that look like new but the chrome has flaked off the open ends.

pl_silverado · Oct 3, 2007

I have no problems with Snap-on's warranty, or sears for the most part, and come to think of it i havn't had a problem at Home Depot either. its all about how you talk to the people behind the counter

I like the new home depot they built not far from me, theres pretty hot chicks about my age working there at the registers...so warranty's never a problem...i always come out with whatever i was getting warrantied and a phone #.

dirty old man · Oct 3, 2007

Sears-Lacey, WA-All kinds of stuff.....screwdrivers, pliers, wrenches, 1/2"-3/8" adapters....no questions, just go find a new one. Sometimes they even got the new one for me.

Sears-Tigad, OR-I guess strap wrenches don't carry the lifetime warranty. I didn't think I needed to keep the receipt, so no exchange for me. I think that was the day I decided to expand my collection beyond Craftsman.

wilbilt · Oct 3, 2007

toolfreak said:
I have had no problems with Sears or off the Snap on truck yet. I was wondering what kind of experience (other than wilbilts) trying to get snap on to warranty wrenches with chrome flaking. I have several wrenches that look like new but the chrome has flaked off the open ends.

I don't know what to tell you. When I bought the wrench set (it was a long time ago), I was told by the dealer that any wearing of the chrome was not covered. No problem. Many of my wrenches, 20+ years later, have worn to a brassy nickel finish. They still work fine.

The one in question has chipped and flaked on the open end. Rust is starting to take over. The price of the wrench was $48.50 back then, and I maintain the idea that SO could have replaced it 3 times and not have lost a dime.

I guess I have a tendency to hold a grudge. :beer:

toolfreak · Oct 3, 2007

As soon as I recover from my hernia surgery and go back to work I will see the Snap on man. I will let you know how it goes but that could be a couple more weeks as slow as the healing is going.

Danglerb · Nov 17, 2007

From Sears in a online ad 11/17/07.
***************************

GearWrench 8 pc. Stubby Wrench Set, SAE
Sears item# 00944033000 Mfr. model# 44033

If this wrench, when used for its intended purpose, fails to give you complete satisfaction, we will, at our discretion, send you a free replacement of the same or similar item. For more warranty information call toll free 1-888-757-1812.

wrenchr · Nov 17, 2007

wilbilt said:
I don't know what to tell you. When I bought the wrench set (it was a long time ago), I was told by the dealer that any wearing of the chrome was not covered. No problem. Many of my wrenches, 20+ years later, have worn to a brassy nickel finish. They still work fine.

The one in question has chipped and flaked on the open end. Rust is starting to take over. The price of the wrench was $48.50 back then, and I maintain the idea that SO could have replaced it 3 times and not have lost a dime.

I guess I have a tendency to hold a grudge.

Chrome flake is a warranty coverage, I have time and time again had tool's replaced from Snap-On for this. Chrome flakes are bad, They can splinter off into your skin. Call Corporate.

Danglerb · Nov 17, 2007

Not to mention FOD, foreign object damage, if you are working on something that "must" remain clean.

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