Cornwell Warranty

[Stanger]

I have some chrome chipping off of the end of my 15" Cornwell 1/2 drive ratchet. If I read this warranty right, I do not have to contact a dealer to have it replaced. Is this right?
http://www.cornwelltools.com/custservice.asp

 

[Merkava_4]

I sent in a 5/8 combo wrench one time and got it replaced no questions asked. I did however write a lengthy letter of what I thought was wrong with it; so I didn't leave much to ask anyway.

These days, so many of these companies are wanting you to contact them first and obtain a RETURN AUTHORIZATION NUMBER; that seems to be the growing trend. If you just send something in without getting it authorized first, some companies (such as Bose electronics ) will simply throw your package in the garbage and not send you anything unless you pay them some money.

 

[vssjim]

Just send it back to Cornwell in Ohio and they will take care of it right away never ever had a problem with Cornwell

 

[Stanger]

OK, thanks guys. I will write a letter as you did Merkava. They don't mention anything about a return authorization number, so I assume it isn't needed.

 

[64merc]

About 3 weeks ago I sent in a broken main gear from a used 3/8 ratchet I bought. It was a little experiment to see if I didn't have to send the entire ratchet in. Well....it worked and they sent me a complete rebuild kit. I didn't write a letter but I sent in a little note.

Boy was my ratchet a pain in the *** to reassemble. I couldn't get the bearing put back. I've rebuilt quite a few ratchets but this one was the toughest. Anyway, once it was put back together it felt really tight and solid. I know it's old-school technology but I like my "new" ratchet (3/8 long handle).

 

[billymade]

64merc, I would have like to the tear down, rebuild and autopsy on that Cornwell ratchet; I haven't seen the insides of those before!

 

[Stanger]

I'll be sending this ratchet in soon. UPS wanted to charge me an extra $10 to prepay the return shipping, bringing the total up around $28. USPS will ship both ways for $14. I'll probably send it in tomorrow and hopefully get it back next week sometime. I'll let you know how it goes.

 

[wrenchr]

64merc, I would have like to the tear down, rebuild and autopsy on that Cornwell ratchet; I haven't seen the insides of those before!

I have one I can take pics of later on.

 

[64merc]

I'll be sending this ratchet in soon. UPS wanted to charge me an extra $10 to prepay the return shipping, bringing the total up around $28. USPS will ship both ways for $14. I'll probably send it in tomorrow and hopefully get it back next week sometime. I'll let you know how it goes.

Hold on there, either I need new glasses or you're saying that you plan on paying return shipping for a warranty return. Please tell me I'm mistaken!!

 

[billymade]

Won't Cornwell pay for return shipping? I'm confused!

 

[MachineTech]

What is the reason you would rather send it to Cornwell than give it to a dealer...no dealer?

 

[64merc]

What is the reason you would rather send it to Cornwell than give it to a dealer...no dealer?

I can't speak for Stanger, but I don't have a dealer in my area. Plus, I'm usually in no mood to track down one even if I could. I'd rather send it in, plus in my case it only cost about a buck since I only sent in the main gear.

 

[Merkava_4]

Plus, I'm usually in no mood to track down one even if I could.

Why not? All you have to do is call the dealer and ask him where he's gonna be in the next half hour; or if you have a cell phone, you can talk to him in real time as you're going out to his location.

 

[eschoendorff]

So far, I have had great warranty experience with MAC and SK, and I suppose that I could add Cornwell to that list. Too bad I don't like those tool brands as much.

Luckily, we have a great Snap On dealer who does good warranty work...

 

[64merc]

Why not? All you have to do is call the dealer and ask him where he's gonna be in the next half hour; or if you have a cell phone, you can talk to him in real time as you're going out to his location.

Well, in this case I don't have a dealer, but for the sake of the discussion, this might work with any of the other trucks. To answer your question, I guess I am just a little too lazy, and truth be told, I can't quite shake my anti-social personality traits, so I usually find ways to minimize personal contact with others. You probably don't understand but that's the truth.

 

[krusty the clown]

and truth be told, I can't quite shake my anti-social personality traits

you too huh.......i guess it's common for us old auto mechanics

 

[Stanger]

Hold on there, either I need new glasses or you're saying that you plan on paying return shipping for a warranty return. Please tell me I'm mistaken!!

No, the way I read it, they don't pay return shipping.

If you have Cornwell manufactured product that needs to be warrantied, please ship it prepaid with packing slip enclosed to the following address:

I didn't contact a dealer because I don't buy from them. I didn't think I would be well received walking on a truck for the first time asking for an expensive replacement ratchet. I doubt I'll ever buy anything new from him. Shipping is under $15 so I figured I'd just do that. Think I should call him instead?

 

[bchee]

Well, in this case I don't have a dealer, but for the sake of the discussion, this might work with any of the other trucks. To answer your question, I guess I am just a little too lazy, and truth be told, I can't quite shake my anti-social personality traits, so I usually find ways to minimize personal contact with others. You probably don't understand but that's the truth.

I understand.

 

[64merc]

No, the way I read it, they don't pay return shipping.


I didn't contact a dealer because I don't buy from them. I didn't think I would be well received walking on a truck for the first time asking for an expensive replacement ratchet. I doubt I'll ever buy anything new from him. Shipping is under $15 so I figured I'd just do that. Think I should call him instead?

I'm sorry, I hadn't been on all day. Stanger, I understand how you can interpret their policy differently, but I've never ever heard of a company who offers a warranty charge you to send it back to you. I'm telling you, I just sent a broken ratchet main gear to Cornwell, and they sent me a rebuild kit on their dime. It only cost me like $1.50 or so to send it (less than the cost of the gas it would have taken to track down a dealer, even if there was one in my area). Yes, you could try and call your dealer, but I agree with you 100%, I wouldn't feel comfortable walking in there for the first time for a warranty replacement.

Just mail it to them with a homemade packing slip telling them the part number and what is wrong with it.

 

[Vinko]

$14 to send it one-way to Cornwell via UPS seems pretty expensive. I'd at least try to save a few bucks and send it USPS 1st or Priority flat-rate.

 

[eschoendorff]

$14 to send it one-way to Cornwell via UPS seems pretty expensive. I'd at least try to save a few bucks and send it USPS 1st or Priority flat-rate.

And with USPS, it'll actually get there the first time they try to deliver it!

 

[Stanger]

Well, I sent it yesterday. USPS was able to do the prepaid shipping and it only cost me $13 total. I didn't think that was too bad.

I'm sorry, I hadn't been on all day. Stanger, I understand how you can interpret their policy differently, but I've never ever heard of a company who offers a warranty charge you to send it back to you. I'm telling you, I just sent a broken ratchet main gear to Cornwell, and they sent me a rebuild kit on their dime. It only cost me like $1.50 or so to send it (less than the cost of the gas it would have taken to track down a dealer, even if there was one in my area). Yes, you could try and call your dealer, but I agree with you 100%, I wouldn't feel comfortable walking in there for the first time for a warranty replacement.

Just mail it to them with a homemade packing slip telling them the part number and what is wrong with it.

I thought it was odd too. I was afraid if I didn't they would just toss the ratchet aside and say "Well, this guy didn't want a replacement very bad, he didn't include return shipping!" I wouldn't think they would do that, but I also didn't want to take the chance. Maybe on something smaller like a wrench, but I really don't want to lose a 15" 1/2 drive ratchet. Maybe I'll get lucky and they'll send me a refund for the return shipping. Kind of doubt it though.

 

[64merc]

Well, I sent it yesterday. USPS was able to do the prepaid shipping and it only cost me $13 total. I didn't think that was too bad.



I thought it was odd too. I was afraid if I didn't they would just toss the ratchet aside and say "Well, this guy didn't want a replacement very bad, he didn't include return shipping!" I wouldn't think they would do that, but I also didn't want to take the chance. Maybe on something smaller like a wrench, but I really don't want to lose a 15" 1/2 drive ratchet. Maybe I'll get lucky and they'll send me a refund for the return shipping. Kind of doubt it though.

In all seriousness, if you're cool with it then I am happy for you. I just hate to see you spend all that money in order to save them money. Personally, I don't like even spending the money one way. That is why I only sent them the actual broken gear only.

As another example, I once sent in a Wright ratchet and they required a return athorization form signed by them, but there was absolutely no mention of me having to pay return shipping.

Hey, maybe you'll get lucky and they'll send you a brand new ratchet

 

[paramudduck]

E I'll have to disagree with the first time for USPS. I've got two sorry we missed you tickets from them on my desk. Both days I was in the drive way or working on the poarch when they ran.

They didn't even try to come back this private lane I live on. It happens every time this one guy does the route. I've complained to local, state and federal postmasters with no effect.

The one time I had a problem with UPS the guy told me they ripped him a new hinny after I called to see what happened.

 

[Stanger]

Hey, maybe you'll get lucky and they'll send you a brand new ratchet

That is what I'm planning on. The gear wasn't the problem with the ratchet, it was chrome peel on the handle. The only solution to this is a brand new ratchet, right?

 

[billymade]

Why don't you just call them and see what they say?
At Cornwell Tools, our commitment is to provide you with the highest quality products and service in the industry.

Cornwell Tools are only available through authorized Cornwell Dealers. If you do not have a local dealer or are unable to contact yours, please let us know. Either call us toll free at (800) 321-8356 or use our online Dealer Locator form.

If you have Cornwell manufactured product that needs to be warrantied, please ship it prepaid with packing slip enclosed to the following address:

Cornwell Tools
Attn: Warranty Return Department
635 Seville Road
Wadsworth, OH 44281
Tel: (800) 321-8356 or (330) 336-3506
Fax: (330) 336-3337
http://www.cornwelltools.com/dealerlocator.asp

 

[Stanger]

Why don't you just call them and see what they say?

Well, its sent off now. I'll be calling them if A) they don't return anything or B) they return the same ratchet. The chrome peel was bad and unacceptable.

 

[64merc]

That is what I'm planning on. The gear wasn't the problem with the ratchet, it was chrome peel on the handle. The only solution to this is a brand new ratchet, right?

Yup, it has been the consensus that badly chipping chrome should justify replacement under warranty. That is why I got a brand new ratchet from Wright a while back. The Cornwell ratchet that I just rebuilt actually has chipped chrome on the head but it is not "actively" peeling or chipping so I decided to live with it.

Hey, that being the case, I guess even $13 is a small price to pay for a brand new ratchet. I still wish you hand't paid their return shipping though.

If you will, please follow up and let us know how everything turns out.

 

[Stanger]

Yup, it has been the consensus that badly chipping chrome should justify replacement under warranty. That is why I got a brand new ratchet from Wright a while back. The Cornwell ratchet that I just rebuilt actually has chipped chrome on the head but it is not "actively" peeling or chipping so I decided to live with it.

Ok, good deal.

Hey, that being the case, I guess even $13 is a small price to pay for a brand new ratchet. I still wish you hand't paid their return shipping though.

If you will, please follow up and let us know how everything turns out.

Yeah, that is the way I am trying to look at it. $13 is cheap for a new Cornwell ratchet, but I shouldn't have had to pay shipping. I thought it was odd that I would have to pay return shipping, but I didn't know. This is my first warranty that has had to be shipped. Lesson learned I suppose. I will definitely keep everyone updated on how the process plays out. I'm hoping to get the ratchet back in a week or so. It was shipped Saturday.

 

[Vinko]

Damn! How did it cost $13? Flat rate envelope (bubble wrap it and it may still fit) for $4.80 or so. Or flat-rate box for $8 or $9.

 

[Stanger]

Damn! How did it cost $13? Flat rate envelope (bubble wrap it and it may still fit) for $4.80 or so. Or flat-rate box for $8 or $9.

I don't know. I took in a box and they said $6.50 each way. UPS said $8 each way plus a $10 prepay fee. Maybe I paid a little too much to ship it, but its been done now, so I'm just waiting for my new(hopefully, better be) ratchet.

 

[64merc]

Damn! How did it cost $13? Flat rate envelope (bubble wrap it and it may still fit) for $4.80 or so. Or flat-rate box for $8 or $9.

I think you might have missed something here. The $13 he paid was the total cost to send the ratchet to Cornwell and for Cornwell to send it back to him. For a ratchet that big, I wouldn't expect him to pay less than $6.50 each way.

BTW, I'm an expert at getting "creative" with the flat rate envelopes (people that have bought from me will probably agree), but I don't think I would even have attempted to fit that monster of a ratchet into an envelope.

 

[Stanger]

Its back!!

Good news is that the ratchet is perfect. I don't see a single manufacturing defect. Its gorgeous! The weird part: they sent it back UPS and didn't use my prepaid shipping that I sent with USPS.
I can host better pictures if anyone is really interested in seeing the ratchet. I know these are terrible.

 

[Merkava_4]

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[paramudduck]

That is a nice looking ratchet. I was hoping Cornwell hadn't of changed. They did you good.

 

[Merkava_4]

I can host better pictures if anyone is really interested. . .

I'm interested!

 

[ImportTuner]

Very nice looking ratchet; how's the ratchet action? I don't own any Cornwell tools; as a matter of fact, I still have not seen a Corwell truck ..

 

[Stanger]

That is a nice looking ratchet. I was hoping Cornwell hadn't of changed. They did you good.

Yeah, I think so too. It is a very nice ratchet, and the warranty went smoothly.

I'm interested!

lol, I figured that was what the 800 drool smilies meant.
It will be a while. The pictures need to be taken in daylight so I don't have to use a flash and don't get grain from high ISO. I won't be home during daylight for a couple days though. I promise better pictures will be up by Friday afternoon. I'll make it worth your wait.

EDIT:

Very nice looking ratchet; how's the ratchet action? I don't own any Cornwell tools; as a matter of fact, I still have not seen a Corwell truck ..

The action is nice and smooth. Not a ton of teeth, I think it has 32, but not positive. I don't think I need 5000 teeth in a heavy duty 1/2" ratchet though. It just has a very quality feel to it, know what I mean? I am anxious to be able to use it in those situations where a standard ratchet isn't enough, but the breaker bar is a little too much. I always seem to run into that problem. The list price on the warranty sheet said $120. I only paid $75 for the whole lot of tools which included a hard handled 12", 3/8 drive Cornwell, 1/4" Cornwell, 24" SO breaker bar, 6" and 10" SO 1/2 extensions, Thorsen 77 1/2 ratchet, plus some Chinese junk. I'm very happy.

 

[Flash21]

I only paid $75 for the whole lot of tools which included a hard handled 12", 3/8 drive Cornwell, 1/4" Cornwell, 24" SO breaker bar, 6" and 10" SO 1/2 extensions, Thorsen 77 1/2 ratchet, plus some Chinese junk. I'm very happy.

That is a smoking deal! Nice score!

 

[Stanger]

That is a smoking deal! Nice score!

Thanks man, I thought so too. When I post up better pics of the ratchet, I'll post some pics up of the whole lot as well.