Advice needed on Proto warranty

[kams1973]

Several months ago I purchased a Proto 3/8" drive spinflex ratchet online. After using the ratchet one time it was obvious the handle on the ratchet was defective. It takes a minimal amount of pressure to unlock the handle. I compared it to my well used Mac spinflex I use for work, and it takes a lot more force to unlock it.
So I called Proto, and they said since I purchased it online they would not warranty the tool. (Because I know it is coming, NO I did not tell them I purchased the ratchet on Ebay.) The young lady then proceeded to tell me I would have to warranty the tool through an authorized distributor. OK, no problem. One of my suppliers is an authorized distributor. So I explain the situation to my salesman, and he said he would send it in for me. Two days ago, my salesman comes by and hands me my old ratchet. Proto sent them a letter with the ratchet saying they had no record of them distributing that style ratchet so they wouldn't warranty it. This process took 9 weeks. I own several Proto items, and this is the first time I've ever tried to warranty one of their tools.
Does Proto normally give people the run-around with their warranty? Should I call them up and go ballistic? or should I just mail the tool in myself and see what happens? I would definately appreciate any input.

 

[Lomotil]

Personally, I'm just amazed that you broke a Proto.

What on Earth were you doing with it?

But yeah, I'd hammer the customer service number until you get what you need.

 

[NinetyTwoFifty]

Personally I'd mail it in. They've never given me any trouble doing it that way.

 

[philw]

Personally I'd mail it in. They've never given me any trouble doing it that way.

That may not work in this case. He said the dealer sent it in and Proto refused it. If he himself sends it in then there is a possibility they may send it back with a note telling him to go to an authorized dealer.

It's hard to imagine that they would do that but I can't believe they refused warranty from an authorized dealer either. That is insane!

Their warranty is awful. Leave it to Stanley to cut corners for more money.

(Excerpt from warranty)
Does not cover the following categories of products: universal sockets, universal joints, thin-wall impact sockets, adapters, and retaining rings.
Does not cover damage due to ordinary wear and tear.
Does not extend to any claim for incidental, consequential, or special damages. Some states do not allow the exclusion of limitation of incidental or consequential damages, so this exclusion may not apply to you.
Stanley-Proto makes no representations beyond those contained in this Limited Lifetime Warranty.
Employees and agents of Stanley-Proto have no authority to make representations of any sort beyond those contained in this Limited Lifetime Warranty.
EXCLUSIVE REMEDY AND CLAIM PROCEDURE:

Distributors of record must act as a return agent.
The exclusive remedy under this Limited Lifetime Warranty for products determined to be deficient in materials or workmanship by Stanley-Proto is repair or replacement with a reconditioned tool of equal value by Stanley-Proto.
The selected remedy is at the sole discretion of Stanley-Proto. In no event shall Stanley-Proto be responsible for more than the original purchase price of the product.

After reading the warranty I guess your only hope is to: 1) try to find a dealer who sold those 2) call back and cross your fingers 3) send it in, as ninetytwofifty stated, and cross your fingers.

I didn't realize they won't warranty universals!

 

[WHT]

http://www.garagejournal.com/forum/showthread.php?t=86989


See above - especially page 2 for the conclusion.

The "Proto" SpinFlex is still sold by Amazon and other internet stores. And, they are the only (supposedly) Proto tool I own that isn't stamped Proto (it's only painted on the handle).


http://www.amazon.com/dp/B0002FUG1G/?tag=atomicindus08-20

 

[mrholeshot]

I recently bought a Proto Spinflex. I thought it would be like my old Mac spinflex from 20 years ago. It's a real POS. The handle doesn't want to spin in the onlocked position without a good bit of pressure. I was really disappointed because I expected so much more from Proto. It's enough to keep me from buying anything else new with the Proto name on it. The quality has gone to ****. It's a cheap copy of what the MAC version use to be. No more new Proto for me. Companies can fix warranty issues but they won't improve quality. Another company shot down by Stanley.

 

[RM209]

Kam: I called Proto customer service; they instructed me to mail it in for service. I did so and received a (new) replacement in less than two weeks. Very easy.

RM209

 

[nikonica]

I recently bought a Proto Spinflex. I thought it would be like my old Mac spinflex from 20 years ago. It's a real POS. The handle doesn't want to spin in the onlocked position without a good bit of pressure. I was really disappointed because I expected so much more from Proto. It's enough to keep me from buying anything else new with the Proto name on it. The quality has gone to ****. It's a cheap copy of what the MAC version use to be. No more new Proto for me. Companies can fix warranty issues but they won't improve quality. Another company shot down by Stanley.

I can totally understand and appreciate your position. What a disappointment! And it is disgraceful that they won't support the OPs warranty claim. Obviously they made these ratchets, as many of us here on GJ bought these on clearance from Grainger, and they should support them or at the very least offer something similar in exchange.

But I wouldn't write off Proto - yes, they are a victim of Stanley corporate policies, but with only a very few exceptions their products are unique to them and are absolutely excellent. Proto is the best thing left at Stanley. I believe Proto ratchets, drive tools, sockets, wrenches, pullers, punches and chisels, screwdrivers, prybars, pliers, and other mechanics tools are among the very best that money can buy. They are not cheap, but they are less expensive than truck brands and as such they represent an excellent value. These are some extraordinarily strong, durable, and long-lived tools! And, with the exception of their ratcheting combination wrenches (Taiwan), the Super Proto screwdrivers (England), and some Facom tools that they sell (Italy and France), everything in their catalog, including their toolboxes, is made in the USA.

The Spinflex (and a couple other special Proto ratchets, including an indexable ratchet design, all obsolete) is really a Mac ratchet rebadged, guts and all, and has nothing in common with other Proto ratchets. The heads look similar to the Big Dawg ratchets, but they are entirely different.

 

[SCscoutguy]

I just sent in a Proto 3/8" pear head ratchet a few weeks ago and got a brand new one in the mail only 8 days after I sent it. I have sent quite a few items to them in the past and they have always shipped brand new replacements back very quickly.

 

[mustang79]

If you have a local mac dealer, they may help you warranty it. I just did with my mac guy. had a 1/2'' drive 1/4'' hex and a bunch of proto pin punches. Most of proto part numbers are in macs system. I'm not saying all mac dealers will do this for you, but mine is a great guy and was more than happy to . good luck.