Anyone had issues with Proto? Wright?

[wagon]

I have a 5450 ratchet that's catching when it's set to tighten fasteners. Switching the position of pawls doesn't help, neither does grease. The selector lever doesn't push one of the pawls out of the way enough for the gear to clear it. When set to back fasteners off, the movement is flawless.

I called Proto, and got immediate attitude over the phone, then got no response when I sent the requested email. All I asked was whether there's a way to fix this (year old ratchet I bought brand new) without a rebuild kit.

This happened to me a year ago when I was trying to buy a lock set for a toolbox. They talked to me like I'm an idiot, then never got back to me.

I might be an idiot, even though I don't think so, but I'd at least expect a company selling premium tools to be respectful. Half ready to cancel an order of a set of their Premium ratchets (the one I have now is bitchin, might return it if this doesn't get resolved.)

Is Wright any better to the casual wrench turner rather than the guy working in a power plant, whose purchasing agent orders tools by the hundreds?

 

[G-Ram]

I phoned Proto a few months back about warrantying a drawer slide on my toolbox. The lady I spoke with was super helpful and pleasant. Not sure what gives

 

[gtlaw]

I've had nothing but great service from proto. On multiple occasions they replaced tools no questions asked. I even have them send me a socket that was missing from a new set without any proof of purchase.

 

[Ponchoguy]

I have a 5450 ratchet that's catching when it's set to tighten fasteners. Switching the position of pawls doesn't help, neither does grease. The selector lever doesn't push one of the pawls out of the way enough for the gear to clear it. When set to back fasteners off, the movement is flawless.

I called Proto, and got immediate attitude over the phone, then got no response when I sent the requested email. All I asked was whether there's a way to fix this (year old ratchet I bought brand new) without a rebuild kit.

This happened to me a year ago when I was trying to buy a lock set for a toolbox. They talked to me like I'm an idiot, then never got back to me.

I might be an idiot, even though I don't think so, but I'd at least expect a company selling premium tools to be respectful. Half ready to cancel an order of a set of their Premium ratchets (the one I have now is bitchin, might return it if this doesn't get resolved.)

Is Wright any better to the casual wrench turner rather than the guy working in a power plant, whose purchasing agent orders tools by the hundreds?

I had a problem like that with the Matco dealer in my area for toolbox parts. He told me that the drawer slide clips were like $20 each or something. Bull biscuits. I wrote to the CEO of Matco and I got all the parts for free and an apology letter.

I took great pleasure in putting that where the sun doesn't shine with the Matco rep. He was speechless over the phone. The letter also referred to them discussing his "customer service skills" with him. I don't think he's the Matco dealer anymore.

Find the head of Proto and write a letter. Or call them back and say, "Yes, the President/CEOs office, please". That usually gets "What can we help you with sir?".

 

[Rogue1987]

+1 for good service from proto.

 

[ganymede]

My limited experience as a non commercial user.
Proto. About a decade ago: Sent me a rebuild kit for a ratchet. I can't even remember if I paid or they just sent it out.
About 2 years ago: Wouldn't sell me the thumb wheel for an adjustable wrench .
Wright. About 2 or 3 years ago: Wouldnt sell me a 1/4" drive rebuild kit.
Cornwell. About 3 years ago: Wouldnt sell me a rebuild kit for a 3/8 drive ratchet.
SK. About 8 years ago: Gave me rebuild kits for 3/8 and 1/2" drive ratchets free.
Snap On. About a year ago: Sent me a 3/8 drive rebuild kit free.
Craftsman: 2 years ago: Wanted to give me a free rebuild kit but didn't have the right one.
4 years ago: Gave me a new pipe wrench in exchange for one with bent jaw.

 

[Kensgarage]

I phoned Proto a few months back about warrantying a drawer slide on my toolbox. The lady I spoke with was super helpful and pleasant. Not sure what gives

It happens once a month

 

[martin666]

Had issues with the ratchet end of a Proto torque wrench, technical its not covered by the same warranty as a standard ratchet but the girl was very helpful and sent a rebuild kit for free. Only Proto tool I've ever had a problem with, so all I can say is they were great to deal with

 

[Sam'sAutoParts]

X2 on calling them back. Ask for a supervisor, keep going up the chain until it is resolved.

I never had any problem with Stanley CS, never needed anything from Proto.

 

[TNToy]

We use Proto exclusively at work, buying it either through MSC or Grainger.

The 5450 is the longer handled 1/2" ratchet according to Google. If you absolutely can't get it warrantied, PM me and ship it here and I'll get it swapped out with a brand new one.

I can say that that ratchet doesn't hold up to cheater pipes nearly as well as some others (yes. I'm saying it doesn't take deliberate abuse well. That actually is a drawback when you work on bulldozers!) and I hate how coarse/loose it is. The only good thing about it is that it has almost no backdrag when its broken in... It doesn't want just rock the bolt back and forth rather than ratchet to the next tooth when the fastener spins really easily.

I'm not a fan of Proto tools in general, but then I left a private sector dealer technician's assortment of $50k worth of carefully handpicked Snappy/Matco/Cornwell tools... for a hilariously bare, beaten up old box half-full of worn out Union-grade industrial tools.

 

[RedneckWelder]

I'm about to find out about Proto's customer service. I sheared the drive square off of my Proto 1/2 24" breaker bar last week. When I get it back I'll probably replace it with a Snap On.

 

[wagon]

I'll work with them, then. I'm glad to hear you guys were taken care of. I hate to have to call and get ****** with them, but if it'll get it taken care of, and I can be happy with my hoard of Proto, then it's what I'll have to do.

I could very easily just put a shim in the head, but I'd rather not have to do that.

 

[TNToy]

I'm about to find out about Proto's customer service. I sheared the drive square off of my Proto 1/2 24" breaker bar last week. When I get it back I'll probably replace it with a Snap On.

We do that to one weekly. Proto breaker bars hold up like a Pittsburgh - the hex square drive just twists right off behind the socket it's inserted into.

In their defense, we are using this where a 3/4" tool should be used... except the engineers of the equipment in question didn't give you enough space to fit one.

A Snap-On would last a lot longer from my direct personal experience, but this kind of use would eventually kill it, too.

 

[RedneckWelder]

We do that to one weekly. Proto breaker bars hold up like a Pittsburgh - the hex square drive just twists right off behind the socket it's inserted into.

In their defense, we are using this where a 3/4" tool should be used... except the engineers of the equipment in question didn't give you enough space to fit one.

A Snap-On would last a lot longer from my direct personal experience, but this kind of use would eventually kill it, too.

Good to know. I try to use 3/4 where possible but as you say, not always doable. I wish the Proto was stronger.

 

[1982fxr]

My limited experience as a non commercial user.
Proto. About a decade ago: Sent me a rebuild kit for a ratchet. I can't even remember if I paid or they just sent it out.
About 2 years ago: Wouldn't sell me the thumb wheel for an adjustable wrench .
Wright. About 2 or 3 years ago: Wouldnt sell me a 1/4" drive rebuild kit.
Cornwell. About 3 years ago: Wouldnt sell me a rebuild kit for a 3/8 drive ratchet.
SK. About 8 years ago: Gave me rebuild kits for 3/8 and 1/2" drive ratchets free.
Snap On. About a year ago: Sent me a 3/8 drive rebuild kit free.
Craftsman: 2 years ago: Wanted to give me a free rebuild kit but didn't have the right one.
4 years ago: Gave me a new pipe wrench in exchange for one with bent jaw.

wouldn't sell? or no longer carried?

 

[iScream]

wouldn't sell? or no longer carried?

I was wondering about this as well. Why in the world would a company refuse to sell you a product? Maybe it was one part of some repair kit they expected you to buy?

 

[Wamsutta]

Half ready to cancel an order of a set of their Premium ratchets

You should probably do that and check ebay for a Snap-on Dual 80 with a soft grip. Sweet ratchets.

 

[Richard Cranium]

I have never had any problem with them, I have just called and ask for a warranty replacement rebuild kit and they have sent them out to me with in a week.

 

[wagon]

We use Proto exclusively at work, buying it either through MSC or Grainger.

The 5450 is the longer handled 1/2" ratchet according to Google. If you absolutely can't get it warrantied, PM me and ship it here and I'll get it swapped out with a brand new one.

I can say that that ratchet doesn't hold up to cheater pipes nearly as well as some others (yes. I'm saying it doesn't take deliberate abuse well. That actually is a drawback when you work on bulldozers!) and I hate how coarse/loose it is. The only good thing about it is that it has almost no backdrag when its broken in... It doesn't want just rock the bolt back and forth rather than ratchet to the next tooth when the fastener spins really easily.

I'm not a fan of Proto tools in general, but then I left a private sector dealer technician's assortment of $50k worth of carefully handpicked Snappy/Matco/Cornwell tools... for a hilariously bare, beaten up old box half-full of worn out Union-grade industrial tools.

it is that exact tool - the most abuse it gets is suspension work on pickups in my driveway. I typically use it for lugs on my half ton.

thank you very much, I will PM you if they continue to be crummy

 

[wagon]

You should probably do that and check ebay for a Snap-on Dual 80 with a soft grip. Sweet ratchets.

I got them 30% off, and im brand loyal, against all reason!

how much are those snappys typically? yes, I know how to check ebay lol

 

[ganymede]

wouldn't sell? or no longer carried?

They still make them, just didn't want to sell me one.

I was wondering about this as well. Why in the world would a company refuse to sell you a product? Maybe it was one part of some repair kit they expected you to buy?

They never mentioned a kit ( I would've bought it ) just wouldn't sell me the part I asked for.

 

[Flivver250]

I don't own any Proto and haven't broken any of my multitude of Wright tools. I generally get treated by all customer service representatives exactly the way I treat them. When I moved to Idaho I had a Snap-On dealer ignore me because I had never bought from him and had a toolbox warranty. I contacted SO and politely let them know I required their assistance and they sent him to my house with a new lower box. The old box had carried too many tools for too many decades and the metal the wheels was bolted to had slowly gave way and was bending inward. It had carried two middle boxes and a top, all of which were stuffed full of tools. It succumbed to time a weight, just like me.

 

[decableguy2000]

I don't have but few Proto tools. I had a ratchet that the chrome was starting to flake, I went to Grainger and they gave me a rebuild kit go figure. Called Proto and was told to send it in and it came back as a shiny new one.

Jeremy

 

[espyking83]

My experiences with Proto have been mixed. One of my ratchets took over 2 months to warranty, but other than that everything has been taken care of. They honored their commitment and other than the mix up that one time service was great. They do seem a bit short over over the phone, though.

I've never had to warranty anything from Wright, but I only buy their wrenches and sockets.

 

[1990 Grand Wag]

I might be late to the party, but here's my $.02. I had to warranty a Proto 5449 ratchet (that I purchased used), a little over a year ago. I called Proto (I "think" the person I spoke with was in Georgia), and told them that the ratchet was purchased second hand but not abused. She was extremely nice to deal with (didn't ask for photos, verification, nothing). The rebuild kit was at my door two days later! I was so blown away by Proto CS, I wrote Proto corporate a letter telling them the service I received was outstanding! Again, my experience, but obviously yours was different.

 

[wagon]

I called Proto again, was told to go through a distributor (politely). After talking for a moment, the gal agreed to send me a rebuild kit. So, +1 for Proto.