Armstrong Rant - warranty through Fastenal

[rockinacummins]

Had an Armstrong ratcheting wrench that gave out on me. Wasn't abused, just quit working. The ratcheting part would just free spin both ways. Emailed Armstrong (Apex) and was told to take it to fastenal for a replacement. Fastenal is friendly and willing to help and sends the wrench off to the manufacturer (they say). Call me back in a week and say my new wrench is there ready to be picked up. But the manufacturer wouldn't replace it with one of the same brand because I didnt have the original receipt. They didn't even ask for a receipt, though I didn't have it anyway. So they sent me a wrench of some brand I've never heard of. Haven't liked it up yet, but I'm already angry about the whole thing. I bought an Armstrong wrench and I wanted a replacement Armstrong wrench. Not a foreign made piece of junk.

 

[3baygarage]

That sure sounds wrong. IMO the only way a substitute should be given out is if that particular wrench doesn't exist anymore. Could that be the case?

I hope this doesn't go to debate over where you purchased the wrench and who the warranty applies to and all that bull ****. Big imported wrench slap for any of that.

The Warranty says nothing about receipt. I say write the company a good old fashioned letter.

http://www.armstrongtools.com/warranty

 

[SMKS]

Yeah, APEX can have hit-or-miss warranty. Although, my reading here seems to indicate they may be better about warranty then they used to be.

They also had me go to Fastenal for warranty once and it was not an easy process.

I wouldn't be happy with that, but are we sure it isn't Fastenal trying to make the switcharoo and give you a different brand?

 

[3baygarage]

Call me nosey but I'm curious to know what brand they gave you. Gearwrench?

 

[rockinacummins]

That sure sounds wrong. IMO the only way a substitute should be given out is if that particular wrench doesn't exist anymore. Could that be the case?

http://www.armstrongtools.com/warranty

Nope. Nearly new wrench, I even found it in the catalog they had laying on the counter.

 

[rockinacummins]

Yeah, APEX can have hit-or-miss warranty. Although, my reading here seems to indicate they may be better about warranty then they used to be.

They also had me go to Fastenal for warranty once and it was not an easy process.

I wouldn't be happy with that, but are we sure it isn't Fastenal trying to make the switcharoo and give you a different brand?

I guess they could be, though they don't have any hand tools in their store besides some cheap house brand I believe.

 

[rockinacummins]

Call me nosey but I'm curious to know what brand they gave you. Gearwrench?

No definitely wasn't gear wrench. She said the name but for the life of me I can't remember what it was. I can't pick it up until next week (fastenal is in a different town) but when I do I'll post it up. Sounded like evercraft or something of that nature...

 

[firworks]

No definitely wasn't gear wrench. She said the name but for the life of me I can't remember what it was. I can't pick it up until next week (fastenal is in a different town) but when I do I'll post it up. Sounded like evercraft or something of that nature...

Was it Duralast?

 

[rockinacummins]

My only issue is now they have sent my broken wrench off to God knows where and I won't be able to get it back to try and exchange directly through Apex?

 

[rockinacummins]

Was it Duralast?

I really don't think so. I'm almost certain it had "ever" in the name. I was getting so angry when she was telling me all this that I don't remember exactly. I do remember her saying, "don't worry, it's one of the top of the line brands"

 

[SMKS]

I would suggest calling APEX before picking up the wrench and tell them the deal. Tell them they sent you to Fastenal and now Fastenal is trying to give you an inferior product back.

I'd be interested to see what they say.

 

[Skin]

I really doubt Armstrong asked for a receipt. I even doubt they wanted the wrench back. Sounds like your Fastenal just didn't want to do the leg work required and is giving you something from their own catalog to make you go away.

 

[Leoruiz]

Fastenall , like Grainger, *****.
Skype Armstrong and fix the problem. Quit dealing with stupid middlemen.

 

[stage20]

was it jonesway? LOL. (not funny)

 

[turmlos]

I've warrantied quite a few Apex tools at Fastenal with no issues. The only time I received what I consider a lesser substitute was when I broke one of the adapters in my K-D power steering pump pulley removal kit. I was told that Apex simply wanted me to swap my old kit with a new Gearwrench unit. I simply swapped adapters & had the Gearwrench kit sent back.

 

[toolmutt]

I've never been happy with any of my encounters with Fastenal.

 

[JDon99]

I'd definitely call APEX and ***** about it. Sounds to me like the Fastenal screwing this up.

 

[uglyjacko]

Someones trying to make a quick buck from you.

 

[Leoruiz]

I'd definitely call APEX and ***** about it. Sounds to me like the Fastenal screwing this up.

Don't call Apex.
Call Armstrong direct.
Here: (800) 621-8814

 

[rockinacummins]

Will call them first thing Monday morning. Il let you guys know what happens!

 

[metaldad]

armstrong is apex.
i have had several of their ratcheting wrenches break.
no need for receipt. they paid shipping both ways. only gripe was the time it took.
(3+ weeks each time)

 

[rockinacummins]

Well, here is the wrench I was presented with at Fastenal. The girl who was working was totally oblivious to anything I said to her so it wasn't worth the effort of pursuing the issue at the time. I haven't had a chance during business hours to get on the phone to Armstrong yet but I will ASAP.

Here's what she handed me:



And this is the wrench I had taken in for warranty:


I don't see the resemblance. And what's strange, they have a few of the exact wrenches that she gave me hanging in their store. But the specific one she gave me was still wrapped in plastic and a shipping label where it had been special ordered. I don't get it.

 

[stage20]

it says lifetime warranty on it, whats the problem? LOL. not acceptable. i would escalate the issue with fastenal as well. their employees are some of the dumbest ive dealt with.

 

[Lx460]

That's BS. I would not be happy if I were you.

Of course, I'd also likely be trespassed and lifetime banned from the store too.

 

[Mr. T]

All I can say is that I've been in the exact same situation with a very similar wrench. Fastenal replaced it with no questions asked (Armstrong 13mm reversible ratcheting wrench). Got it in 1 week.

We also do a looooooot of business with them so maybe that matters.

Also, I greatly dislike dealing with Fastenal. But on this occasion they came through.

So, complain to your rep. If they value your business at all it should be taken care of in short order. If they don't, stop buying from them. They **** you around way more than they should. I just have zero choice in ordering from them in most situations.

 

[SMKS]

Yuck. There's no way I would accept that.

So did they take your old wrench? You don't even have the broken one anymore?

I wonder what will happen if Apex wants the old one back.

 

[jd_1138]

Hey the replacement is 6 point. Armstrong was 12. ;-)

 

[MattVette89]

Was this ever resolved?

 

[trever]

Hard to say if I hate fastenal or grainger more.

 

[justtools]

that is the same as turning in a broken snapon and getting a blue point in return. I would not accept that. speak to the manager,

 

[Wylaco]

Where did this end up? I would really like to know, if you were not taken care of please PM me.

 

[BDT/NWMN]

Fastenal would be proud of the free publicity this has brought them????????????

I'm going to give them a call, I am curious as to how they respond.... I have dealt with their stores in Grand Forks, ND and Little Falls, Mn on numerous occasions.. The counter people were Helpful and knowledgeable, and the shelves well stocked.... Looks like there are some bad apples in the barrel they are not aware of...




Just got off the phone with Fastenal.... gave them the Garage Journal forum info, encouraged them to join the forum and respond... I was thanked for forwarding the information....

 

[Vinko]

I just sent my ratchet into armstrong (also I think a broken socket). They mailed me back new tools.

 

[BDT/NWMN]

rockinacummins: did Fastenal contract You?

 

[MattVette89]

Any further update?