My Dad stopped at Sears to replace a pair of their avaition snips that kept tightening up. The gal who handled the transaction said now that they were part of the K-Mart Group that corporate had come down and said the Craftsman warranty was on the way out. Basically they have a lot of contactors abusing the warranty. He said she didn't go into details on the abuse but talked about large multiple returns from contractors. Anyone else heard anything on this? My Dad and I agreed that this really pissed us off having purchased Craftsman tools BECAUSE of thier warranty. Then we got into a huge discussion on the the pro's and con's of Harbor Freight tools versus Craftsman tools with no warranty.
Craftsman Warranty Going Away?
- Thread starter Rickster
- Start date
tarheeljim
New member
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- May 3, 2006
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- 3
Rickster, the only thing I've noticed is that the latest Craftsmen stuff I bought carried a one year warranty. Didn't go back and look at any of the old packaging on the old stuff, but don't remember that on there.
Also, bought a Craftsmen floor jack yesterday, and they say there's a restocking fee if I bring it back!
Jim
Also, bought a Craftsmen floor jack yesterday, and they say there's a restocking fee if I bring it back!
Jim
Wile1Coyote
Well-known member
It would kill em if they do it. And would be awfully tough to enforce as anyhting allready sold would still have the warranty. I suspect that is a wild rumour.
SO let me get this straight...because of a couple of contractors who appear to be abusing the warranty, they going to kill all new tool warranties? Why don't they enforce their out policy with these contractors? If someone tries to use a screwdriver as a prybar, I sure as hell don't expect them to warranty it.
Sounds like a case of "some lady at Sears who gives people $hit for returning any warranty items" has struck again with her rumor. There's one at every store. You know the type...the kind that walks up on a warranty return being handled by someone else and starts asking you a bunch of questions, hoping to deny your claim.
Sounds like a case of "some lady at Sears who gives people $hit for returning any warranty items" has struck again with her rumor. There's one at every store. You know the type...the kind that walks up on a warranty return being handled by someone else and starts asking you a bunch of questions, hoping to deny your claim.
gmasterman
Active member
Chraftsman tools have been dropping in quality for years. Probably got to the point where they could not sell a tool and honor a warranty both. Ten years ago when I went in with several broken ratchets they would not replace them rather said that if I left them they would TRY to put a "kit" in when they had time. I could come back next week and check on them. I threw the ratchets in the trash in front of the man and not so politely told him I would not be back. Probably bought $1000 worth of tools since then that could/would have come from Sears.
Yes, they entered into reorganization, screwed all the employees - my Mom was one - and then the top execs looted a whole lot of money. Still, they managed to stay alive, most likely on the backs of the employees they screwed over and here they are today running Sears!
http://en.wikipedia.org/wiki/Kmart
Bankruptcy
In January 22, 2002, Kmart filed for bankruptcy protection; led into the bankruptcy by its then chairman Chuck Conaway and president Mark Schwartz. Similar to the Enron scandal, Conway and Schwartz were accused of misleading shareholders and other company officials of the company's financial crisis, while they were allegedly making millions and allegedly spending the company's money on planes, houses, boats and other luxuries.
After dismissing Conaway and Schwartz, Kmart closed more than 300 stores in the United States and laid off around 34,000 workers as part of a restructuring. In May 6, 2003, Kmart officially emerged from bankruptcy protection as the Kmart Holdings
http://en.wikipedia.org/wiki/Kmart
Bankruptcy
In January 22, 2002, Kmart filed for bankruptcy protection; led into the bankruptcy by its then chairman Chuck Conaway and president Mark Schwartz. Similar to the Enron scandal, Conway and Schwartz were accused of misleading shareholders and other company officials of the company's financial crisis, while they were allegedly making millions and allegedly spending the company's money on planes, houses, boats and other luxuries.
After dismissing Conaway and Schwartz, Kmart closed more than 300 stores in the United States and laid off around 34,000 workers as part of a restructuring. In May 6, 2003, Kmart officially emerged from bankruptcy protection as the Kmart Holdings
wythors
Well-known member
They can't stop honoring the existing warranty as that would be illegal. The only way that they could get out of that warranty would be to go out of business.They can stop offering the lifetime warranty on new purchases. It will kill their business anyway, but they can do it.
Der Bugmeister
Well-known member
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- Dec 29, 2005
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- 445
If all their tools only carry a one year warranty, when they replace your 'lifetime' warranty tool with one of their in-stock one year warranty, how do they later determine it was a replacement and not an initial purchase? If there is truth to the rumour, then their argument would be "well this new tool only has a one year warranty on it, so you're SOL".
I don't buy much Craftsman anymore anyhow, and when they break I'll be going down to Canadian Tire to get my replacements...
I don't buy much Craftsman anymore anyhow, and when they break I'll be going down to Canadian Tire to get my replacements...
Rickster said:
This policy change, as described is illegal. I believe a class action will be forthcoming that will force Craftsman to honor it's lifetime guaranty.
Each and every person who purchased a Craftsman hand tool did so knowing he was paying for that lifetime guaranty in the purchase price. It was an agreement between the consumer and the seller that simply said the customer was to be satisfied with the tool for life. It is the main reason I, and I believe most of us, bought Craftsman hand tools.
I guess this is what one has to expect when you put the failure proven K-Mart executive team in charge. It will only be a short time before they are in bankruptcy again. This time they will take Sears down with them.
kartracer55
Well-known member
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- Jun 21, 2005
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- 5,317
Der Bugmeister said:
I dont think you do this because the argument is that you bought the tool with the knowledge that it will always be replaced. In this case, if they tried that with me, I would demand full refund price for my broken tool and put a few $ more towards an SK
Jim
Der Bugmeister said:
They can track start/stop of a model line by part number (which is stamped on the tool). They would merely change the part number of a particular product and no longer warranty the new product.
Rrumbler
Well-known member
I think they can stop honoring that guarantee at any time; they just have to give notice ahead of time, that on such and such date, the warranty will no longer be valid, or honored. If they are considering such a move, the sales of tools must not be bringing in enough profit to be worth the expense of a guarantee like this; they surely know it would cost them if they had high enough income from tool sales, so if they feel they can alienate their tool buying customers - the ones who give a rats ***, anyway - that segment of the buying public must not be very large. And, a class action suit would most likely be settled by a payoff of pennies on the dollar of true value, so they wouldn't lose much, if anything; and, they could probably write any loss on such a settlement off against their taxes. They won't come out on the short end of the stick. Reality bites!!
eschoendorff
Well-known member
bmwpower said:
Nope. I'd do like Jim and go for SK. There are enough SK distributors here in MI...
kartracer55
Well-known member
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- Jun 21, 2005
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Speaking of Sk... I wonder what they did about those wrenches
Coach James
Well-known member
Before people get all worked up, this "Sears is doing away with their lifetime warranty" stuff has been around for years. Ignore it. "Some lady at Sears..."..not exactly someone who would know Sears' long term plans.
While K-Mart was a lousy company, also be skeptical of anything posted on Wikipidia. It is basically an open forum where readers create the content of the site. A few months ago, the company running it had to issue an apology for several entries that were found to be untrue and libelous.
Sears has always had limited warrenties on certain items like jacks, files, drill bits and other consumables. Also, their lifetime warrenty is for replacement or repair not just replacement.
gmasterman, why would you throw fixable ratchets in the trash? Not yanking your chain, but you had nothing to lose by letting them replace the insides.
And no I don't work for Sears and neither does anyone in my family.
While K-Mart was a lousy company, also be skeptical of anything posted on Wikipidia. It is basically an open forum where readers create the content of the site. A few months ago, the company running it had to issue an apology for several entries that were found to be untrue and libelous.
Sears has always had limited warrenties on certain items like jacks, files, drill bits and other consumables. Also, their lifetime warrenty is for replacement or repair not just replacement.
gmasterman, why would you throw fixable ratchets in the trash? Not yanking your chain, but you had nothing to lose by letting them replace the insides.
And no I don't work for Sears and neither does anyone in my family.
If there is a problem with their warranty system, it's because they replace ANYTHING for ANY reason under the warranty. At least the stores I would go to in South Florida did.
I brought back 12 point sockets (when I was like 14) and exchanged them for 6 point ones. Nothing wrong with 'em, just I wanted 6 point. Bent screwdrivers, same thing. I had even returned a screwdriver that I wasn't completely sure was a Craftsman, because it was so beat up. Seemed like pretty much the same handle though. No questions asked.
So, if all the stores attitudes are the same like that, then ya, I can understand why they would be having issues with it. But, I also agree, some clerk at the counter means nothing, and she probably heard it from a customer that heard it on the Garage Journal
Jim, you down to write another email to find out the truth on this one?
I brought back 12 point sockets (when I was like 14) and exchanged them for 6 point ones. Nothing wrong with 'em, just I wanted 6 point. Bent screwdrivers, same thing. I had even returned a screwdriver that I wasn't completely sure was a Craftsman, because it was so beat up. Seemed like pretty much the same handle though. No questions asked.
So, if all the stores attitudes are the same like that, then ya, I can understand why they would be having issues with it. But, I also agree, some clerk at the counter means nothing, and she probably heard it from a customer that heard it on the Garage Journal
Jim, you down to write another email to find out the truth on this one?
kartracer55 said:
They're waiting for time to pass in an effort to let our interest fade away. Any company interested in their buyers would have come back with an explanation fairly quickly. Sounds like a cover-up to me.
My 2 cents as the brief owner of 3 SK wrench sets.
Uncle Buck
Banned
I think Cman tin snips always carried a 1yr warranty.
dboat
Well-known member
To try to put this issue to bed.. so to speak. I went over to the website and clicked on some hand tools.. it says full lifetime warranty..
Dana
Dana
Uncle Buck
Banned
Some stuff like files, drill bits, tap & die sets, all electric tools, torque wrenches ie. calibration (the ratchet mechanism is life backed) tin snips have always been 1yr.
Bradley Miller
Well-known member
I have read numerous posts with customers that have had exchange problems, but some of the ones have been really out there -- it read like one was returning tools that the plastic had melted in a fire? I was pretty shocked about the K-Mart/Sears thing, I didn't realize what had happened until I was in a K-Mart isle and found myself staring at Craftsman tools. I guess I need to read the newspaper a bit more often.
gmasterman
Active member
Coach James-the reason I threw the ratchets in the trash is because they wanted me to come next week to see if maybe they had gotten around to fixing it. In the past they just gave me new ones. They may have fixed the old ones and resold them as used. BTW, I live 40 miles from the closest Sears and made a special trip to get my tools fixed/replaced. I needed them and was not willing to wait until they got around to fixing them and then drive another 80 miles round trip to pick up two ratchets. They also would not give me the repair kits, said they had to install them. Installing the repair kits are nothing. I tear my ratchets down every year or so to clean and relube. Ended up buying Stanley ratchets at the local hardware and so far they have held up very well. Never had one fail in the five years or so of hard use.
Oh, another thing, one of the ratchets had the chrome peeling up on the handle and it was like a razor blade. They told me the chrome plating was not covered under their warranty because it was not a tool failure.
Oh, another thing, one of the ratchets had the chrome peeling up on the handle and it was like a razor blade. They told me the chrome plating was not covered under their warranty because it was not a tool failure.
Coach James
Well-known member
gman, I don't blame you for being mad under those circumstances. Driving 40 miles to deliver then again to pick up is a pita. Seems you were making it easier for them by offering to install the rebuild kits yourself. I wonder how an experienced tool user would have treated you? I would think they would have treated you a lot better.
Coach
Coach
I contacted Sears Headquarters about their lifetime tool guarantee and this is their response.
They also indicated that if i was having any difficulty receiving a replacement for a Craftsman hand tool to provide them with the details of the issue and what store and store manager I had spoken with where the replacement was being denied.
To test their guarantee, I brought 16 screwdrivers that I have abused through the years. Most had the tips worn round or in two cases the handles had broken. The local store never asked any question but immediately fetched replacements and that was that. I am now wondering if the store mentioned earlier had a gung-ho manager who was trying to make a name for himself at the consumers expense.
What to believe now???
They also indicated that if i was having any difficulty receiving a replacement for a Craftsman hand tool to provide them with the details of the issue and what store and store manager I had spoken with where the replacement was being denied.
To test their guarantee, I brought 16 screwdrivers that I have abused through the years. Most had the tips worn round or in two cases the handles had broken. The local store never asked any question but immediately fetched replacements and that was that. I am now wondering if the store mentioned earlier had a gung-ho manager who was trying to make a name for himself at the consumers expense.
What to believe now???
RAYJAY
Well-known member
most of the time its the store that your having the problem with. there's one lady in our scranton store that gets a little pissy if you bring back more that 1 or 2 tools at one time. most of the time i think she does not want to ring me up for the exchange
Jeff
Jeff
oldgoat
Well-known member
My Craftsman ratchets they have just given new kits for them when I needed them. I did the changeout, but it only takes a few minutes. I hardly buy Craftsman anymore though. Seems like the quality has gone down and to be honest the tools I use the most I already have and it is mostly just spur of the moment and the oddball tools that I buy anymore. I still watch the Sears ads and if I see something that looks interesting will go take a look at and maybe buy.
dboat
Well-known member
oldgoat said:
+1
I am the very same way.
wantedabiggergarage
Member Emeritus
The warranty is changing in some ways, that I know of.
Problem tools are being either eliminated, changed to their suppliers brand, or the warranty is being changed. Examples (Craftsman, lifetime warranty hammers are now becoming Vaughn, while they are selling replacement handles (remember those). Tape Measures are now, red with a Year warranty I believe on the case, but not the tape itself (replacement tapes are being sold). Anything that tends to have an edge, seems to be disappearing (not pliers, YET), like knives and shears.
Problem tools are being either eliminated, changed to their suppliers brand, or the warranty is being changed. Examples (Craftsman, lifetime warranty hammers are now becoming Vaughn, while they are selling replacement handles (remember those). Tape Measures are now, red with a Year warranty I believe on the case, but not the tape itself (replacement tapes are being sold). Anything that tends to have an edge, seems to be disappearing (not pliers, YET), like knives and shears.
johnny1290
Well-known member
This is an interesting thread. I agree, craftsman tools are getting lower in overall quality, but I think part of that is they're offering more tools now than ever. I bought a plier set on sale online and I still need to return it , come think of it. It's this wierd stamped steel riveted together, but it says craftsman on it. Junk if you ask me.
They come out with cool stuff too though, like the ratcheting wrenches?? how freaking cool are those?!?
Yeah the warranty thing I think I've heard that rumor for 20 years. I'll believe it when I see it. A friend of mine just told me the tools were no longer guaranteed for life the other day, so I looked it up too. It's false. Just a rumor, thank god
They come out with cool stuff too though, like the ratcheting wrenches?? how freaking cool are those?!?
Yeah the warranty thing I think I've heard that rumor for 20 years. I'll believe it when I see it. A friend of mine just told me the tools were no longer guaranteed for life the other day, so I looked it up too. It's false. Just a rumor, thank god
eschoendorff
Well-known member
johnny1290 said:
Ugh... those laminated pliers are awful! I don't even know why they bother making those things...
johnny1290
Well-known member
eschoendorff said:
That's them! The laminated pliers! Total ****, in my opinion. I just saw them on sale online and liked the idea of the no-slip handles or whatever. When I went to pick them up, I tried to return them immediately once I got a good look at them but they wouldn't let me cuz it was a web sale. I don't know how you could possibly get satisfactory use out of them.
mrtone
Well-known member
Yes replace it free of charge....... but.... you dont get a new one - you get a reconditioned one, i.e. ratchet I brought back a snapped 3/8 breaker bar that was polished originally, I received a lousey looking bar that was not polished, had terrible detail and no hole at the end of the handle like the original did.
eschoendorff
Well-known member
mrtone said:
Huh. You shouldn't have accepted that. That's not "satisfaction guaranteed."
AdamMopar
Well-known member
We took three ratchets back to them, replaced them with three rebuilt ones. The one didn't work that well, the other one was ok, and the third one worked fine but looks like someone ground the whole surface with an angle grinder.
Other than that I've always been happy with their stuff. Adam
Other than that I've always been happy with their stuff. Adam
Willy Victor
Well-known member
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- Apr 9, 2006
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- 444
If you look closely at Sears aviation snips you will see they are Companion not Craftsman, hence no guarantee at all. If the rumor is correct then Sears might as well get out of the tool business all together. I must have at the very least $5000 worth of Craftsman tools. How many times have you seen companies that offer a life time guarantee go out of business? Plenty of them. Case in point I had a guarantee on a transmission one time, not worth the paper it was written on. I'm still looking for that SOB. One problem I have had with Sears is getting parts. Couldn't get parts for an aircompressor, snow thrower, floor jack. Luckily my son has access to a machine shop, so I was able to get parts for the compressor and snow blower but the jack went in the garbage. Well anyway that's my two cents.
Willy Victor
Willy Victor
Elky
Well-known member
I used to work at a sears hardware store.
for the ratchets, they changed the warranty procedure a long time ago. the store is not supposed to give you a new ratchet anymore, they are supposed to give you either a rebuild kit, a rebuilt ratchet, or they will rebuild it for you if they don't have one already rebuilt. but if its not the ratcheting mechanism thats broken, they are supposed to give you a rebuilt one. if they dont have a rebuilt one, then they can give you a new one.
tape measures: they used to give you a replacement tape only, but then they decided to start selling them so they dont have to give you one.
but yes, sears is satisfaction guaranteed. put up a stink and you will get what you want.
for the ratchets, they changed the warranty procedure a long time ago. the store is not supposed to give you a new ratchet anymore, they are supposed to give you either a rebuild kit, a rebuilt ratchet, or they will rebuild it for you if they don't have one already rebuilt. but if its not the ratcheting mechanism thats broken, they are supposed to give you a rebuilt one. if they dont have a rebuilt one, then they can give you a new one.
tape measures: they used to give you a replacement tape only, but then they decided to start selling them so they dont have to give you one.
but yes, sears is satisfaction guaranteed. put up a stink and you will get what you want.
Kevin54
MEMBER EMERITUS
I did the same thing...taking my three ratchets back to be replaced. 1/4", 3/8" and 1/2" drive. They opened a drawer at the register and handed me three that were turned in by someone else. The chrome was peeled on one and the mechanisms worked worse than mine. So to say, we had a little discussion in front of all the customers. I walked out with three new ratchets. I told the sales clerk that if I busted my knuckles one more time by the ratchet slipping, the damn things were coming back by th way of the front window. Craftsman knows damn well that the ratchets are junk because they all get returned at one time or another. Why can't they change the design? You would think after awhile that it would be cheaper to make them right instead of exchanging numerous times. In the 15 years that I have had mine they have been exchanged 4 times now. And that will be the last. Next time it will be another brand that I buy. So long Crapsman.
