Craftsman Tool Exchange Issues, Anybody else?

[hx214]

Morning Guys,

My grandfather called me in a panic last Friday. The local news at noon dropped the bomb that the Sears in our area is closing. He's in his late 80's, and has a 1/2 inch ratchet that locked up on him 10 years ago that he knows he is going to need soon..... Wants me to go exchange it for him ASAP.

I didn't want to make the drive out to Sears, and I was just at the local ACE hardware and remembered seeing they had a craftsman display so I grabbed his ratchet and went into the store. I walked up to the counter and without even saying a word the women says "We don't do warranty exchanges here".

I was puzzled.... "Can you mail it back to craftsman for me for the exchange?" She said, "No."

She was super helpful and friendly.....I'll be sure to hurry back to her store soon. ugh.

So I call Lowes. I asked if they can do Craftsman warranty exchanges there. The young ******* the phone says..... sure as long as you have the sales slip.

I then tell her my grandfather probably bought it in the 70's.... I don't need a refund, I just need the warranty exchange.

Long pause. "Let me ask" she says, about 3 seconds on hold and she comes back on excited and says "Yes! we do that!"

So I bundle up my two year old and take her to Lowes with me. We walk in and I walk to the customer service counter and what sounds like a different young girl than the one I spoke to says, how can I help you?

"Ya I just need a warranty return on this ratchet"

She says.... "Ok, do you have the receipt."

I said.... " No, I don't need a refund, just a craftsman warranty exchange... this ratchet is older than you and me combined"

She has no clue what I am talking about.

Sends me to the tool department. I walk over with my two year old grabbing at everything on the end cap of every aisle.

Hour later I make it to the tool section.

Young guy says.... "How can I help you"

"Ya I just need a warranty exchange on this craftsman ratchet"

Young guy, "Sure, just need a sales slip and they can help you at the service counter"

"No... no I just need to swap this out for another one. Do you guys have any rebuilt ones from craftsman? I don't need a new one"

Looked at me like I was insane.....

Another hour walk back to the service counter. Young girl sees me coming and tries to hide... I wait for her to come back.

"I had no luck over there, they don't know what I am talking about either"

She says, "Let me call a manager" calls them, "They say we do it"

I say, "Ok. Cool."

She just stands there....

"So.... where do you want me to go now?"

She grabs and old guy getting carts, "Hey Joe, how do I do a warranty craftsman exchange"

Joe says, " Oh we don't do those. They haven't unlocked that for us"

They both just stand there looking at me.

He says again, "Ya we don't do that"

I look at the girl, she says "Manager says we do"

Joe says, "I hate when they don't know what they are talking about"

Joe walks away.

The young girl is almost in tears.

I tell her, "It's ok, I'll just take it back to Sears.... I just don't know what to do after they close, I thought you guys would just do what they have always done" (I honestly can't believe this hasn't come up yet....)

She gives my little one a piece of candy and we end up going to Sears.

Walk into Sears. Guy sees me walking in with a 1/2 ratchet. Pulls a bin out from under the register. "I have 3 left..... might be the last three we get..." I grab the only one that I think is old enough to be an american made one. He hands me a slip of paper and I'm on my way back to Grandpa's.

Grandpa yells at me for taking all damn night to get one ratchet....


So what gives? Anybody else having issues getting exchanges? Is this the way it's going to be from now on? Can you send them back to craftsman on your own?

Thanks for insight! I have a lot of craftsman stuff myself and I know this will come up again.

 

[jd_1138]

You have a lot of patience. I would've just bought him a new better ratchet in a better brand. Also, the HF composite ratchets are dirt cheap and nice, and their swivel head ratchets come in handy.

 

[Gmonkee]

SBD upholding the old Sears warranty is very dependent on the store you visit. Buy at Lowes is exchange at Lowes. Under Lowes rules.

Buy Chinese blowout at Sears and go exchange for SBD US made elsewhere won't fly. No reciept means no way.

Unconditional satisfaction guarantee for any whim... out the window a while back. It has to be defective now at most places and clear abuse/misuse could be denied.
This is not dad's old CM anymore.

 

[hx214]

You have a lot of patience. I would've just bought him a new better ratchet in a better brand. Also, the HF composite ratchets are dirt cheap and nice, and their swivel head ratchets come in handy.

Ya, that wouldn't have flew with Grandpa..... haha. I'm not sure he will ever even use the ratchet again, but he got his warranty honored.


I have no issues with other brands though. Really like my Husky and Kobalt stuff. Harbor is all over my toolbox too (including the chest all my tools are in....)

 

[jacked_72]

I don't know for sure what the Craftsman policy is about warrantying their hand tools since Sears has declared bankruptcy. Having said that, it was my understanding that Craftsman are still guaranteed. So, I'd say that ACE Hardware can kiss my *** and if they're run out of business by a big box store, good for the big box store. Smaller stores like ACE provide one thing -- service -- and if they can't provide it, they don't deserve to play in today's market. As for Lowes, that's about what I would expect from them. Poorly run. Poorly managed. They pulled the same **** with warrantying their Kobalt stuff. Despite the fact that "hassle free warranty" is all over the packaging, they still want a receipt. So, maybe Craftsman at Lowes is not the panacea that this board was hoping for. I will say that I've had great luck with calling Stanley. They've warrantied my old broken USA Husky stuff with no complaints or problems. I'd make a phone call and see if you can get any satisfaction there. Apparently ACE and Lowe's aren't going to provide it.

 

[budmur]

Happened to me about a year ago. There's no sears within an hour of me. I took a wore-out 13mm socket to the ace hardware. I was told that since I didn't buy it there, they wouldn't warranty it. I reached out to Sears on social media and got nowhere.

That's when I decided that Craftsman was dead to me. Tekton and Lowe's Kobalt are both available locally, and they aren't going away anytime soon.

 

[dogdog]

Sears went on bankrupacy.... Craftsman didn't... it got sold , along with the warranty they promised..... "Supposedly" Pretty sure this SBD will sly a fast one and do something to drop this life time warranty thing or make it hard like that shitbag ChannelLock George did...

 

[hx214]

Man that's a downer. I thought for sure it was just my Lowes not knowing what to do.

Like I said, I can't believe nobody has taken something in and done the same thing I did that day. Those young kids acted like I was crazy.

I will say, if Sears was already closed, I would have been talking to the manager on the other end of phone that kept telling me they honored the warranty.... although I'm beginning to think they didn't know what I meant either.

 

[equitiesguy]

Don’t bother with the stores. Call Stanley directly and they will warranty it (they own the brand now). I’ve sent back a couple of items under warranty with no issue. I will say I have a long history with both Hanson, Irwin and Mac (all owned by Stanley) so your mileage may vary. But they seemed more than happy to help.

 

[Davefr]

Next time waive this piece of paper under their face and tell them what part of "receipt not required" don't they understand.

I'm curious what happens when you call this 1-800 number.

 

[Elvie84]

Seems like there isn’t any communication in that place (rolls eyes)


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[Gmonkee]

It might have been easier to just buy a ratchet and pass that on as you -quietly- keep the broken one in a drawer.

No harm, no foul and a lot less spent in gas. Obviously a lot of details need to be sorted out yet as all the SBD stuff is still very new.

I just keep backup stuff of key tools and self warranty my junk. Don Quiote I am not.

 

[Gvos]

Just took my 1972 vintage round head 3/8" ratchet into a sears store which is slated to liquidate in the latest round announced last week. They did not have any replacements in store according to a young counter person. A semi retired part time worker came over looked at the ratchet and said let me go look in the back. He came back in about 15 minutes with another round head ratchet which was in nice shape, not much play at all. He stated he found it in their tool barrel and that I could have it if I wanted it. I took it and asked him if I could keep the old one that had started skipping as it was one my now deceased father had given me. I walked it both ratchets. I personally have never had an issue with returns at that Sears store. I will miss this store when it closes.

 

[Professional Tool User]

Next time waive this piece of paper under their face and tell them what part of "receipt not required" don't they understand.

I'm curious what happens when you call this 1-800 number.

I was about to start a thread on this. I have an old broken Craftsman universal joint. I called Stanley's Craftsman customer service number. I was just curious as to how they would handle something like this. This is what they told me to do as a Canadian - take it to your local Dewalt factory repair centre. This is where it gets interesting. I showed the guy at the counter the tool. I was told that a Craftsman equivalent does not exist and he ordered me a Proto one as a replacement and to come back and pick it up in 10 business days after I get a call! I've still got a week left to wait. Looks like Stanley is serious about relaunching Craftsman a brand judging by this. I'm curious as to whether or not others have had success with Stanley's customer service phone number. It also solves some my other problems. Any Stanley owned brand hand tools can be dealt with in the same way and the lead time for warrantying proto stuff that isn't in stock has been cut in half compared to the Proto dealer I usually shop at.

 

[xin]

I guess I am failing to see why one would write a biography on a 40+ Year OLD ratchet.

It seems like everything today is a HUGE DRAMATIC event where someone tells a sob story of I was told this, then to my shock it was this, then this happened my entire life is destroyed...

I guess people need to learn how to deal with problems and/or learn life is not a 'Instant Gratification' as a search engine search.

 

[mikebaker1129]

I am glad that Sears got Grandpa taken care of.

 

[ssdave]

I guess I am failing to see why one would write a biography on a 40+ Year OLD ratchet.

It seems like everything today is a HUGE DRAMATIC event where someone tells a sob story of I was told this, then to my shock it was this, then this happened my entire life is destroyed...

I guess people need to learn how to deal with problems and/or learn life is not a 'Instant Gratification' as a search engine search.

I'm with you on that. I stripped out a 7/16" Craftsman -V- socket last week. Threw it in the trash and went on with life. My time is worth something to me. I'd not go all over town trying to warranty a $5 ratchet. Much less a $1 socket.

Of course, for the OP, it was something he had to do for his Grandfather. He didn't spend all day trying to warranty a ratchet, he spent the time doing something for an elderly grandparent that was important to them.

The obsession with warrantying stuff and the amount of time and emotional energy people will put into it on this board is impressive. Most of the stuff I'd throw in the trash and go onwards. Even with my better tools, I throw them in a bin, and when I get several accumulated (takes a couple of years, at least) then I warranty them all at once to make it worthwhile.

 

[Mgdoug3]

I guess I am failing to see why one would write a biography on a 40+ Year OLD ratchet.

It seems like everything today is a HUGE DRAMATIC event where someone tells a sob story of I was told this, then to my shock it was this, then this happened my entire life is destroyed...

I guess people need to learn how to deal with problems and/or learn life is not a 'Instant Gratification' as a search engine search.

Yeah, how dare the OP be a good grandson and help his grandfather out. He should be ashamed. He should have just played on his phone and ignore his grandfather.

 

[thesilverone]

wow the soap opera drama in here.....

disassemble the ratchet, clean the internals, apply some oil and reassemble

 

[unslow1]

Don’t bother with the stores. Call Stanley directly and they will warranty it (they own the brand now). I’ve sent back a couple of items under warranty with no issue. I will say I have a long history with both Hanson, Irwin and Mac (all owned by Stanley) so your mileage may vary. But they seemed more than happy to help.

Good luck with that. They won't even warranty Challenger stuff. There was a couple of threads on here a few years back about how they will not honor warranties on their other brands as well. I have two friends that the Proto guys have not been allowed to talk to their mechanics for years over refusal to honor warranties.

The Craftsman exchange at stores is very hit or miss. The last two exchanges at Ace were quick and simple. I have been told no at Sears and Ace before.

 

[unslow1]

I throw them in a bin, and when I get several accumulated (takes a couple of years, at least) then I warranty them all at once to make it worthwhile.

A shop I used to work at had a box we tossed them in. When someone got the opportunity they exchanged as much in the box as they could. Like if it was Craftsman and they were going to get something they took everyone's broken stuff. When the tool man came around you might not even be there and get your stuff fixed/exchanged.

 

[WittHay]

I was about to start a thread on this. I have an old broken Craftsman universal joint. I called Stanley's Craftsman customer service number. I was just curious as to how they would handle something like this. This is what they told me to do as a Canadian - take it to your local Dewalt factory repair centre. This is where it gets interesting. I showed the guy at the counter the tool. I was told that a Craftsman equivalent does not exist and he ordered me a Proto one as a replacement and to come back and pick it up in 10 business days after I get a call! I've still got a week left to wait. Looks like Stanley is serious about relaunching Craftsman a brand judging by this. I'm curious as to whether or not others have had success with Stanley's customer service phone number. It also solves some my other problems. Any Stanley owned brand hand tools can be dealt with in the same way and the lead time for warrantying proto stuff that isn't in stock has been cut in half compared to the Proto dealer I usually shop at.

This is from the customer care section of the Craftsman website

" HOW WILL YOU HANDLE SEARS CANADA CUSTOMERS WHO ARE LOSING WARRANTY COVERAGE FROM SEARS?
We will do the right thing for CRAFTSMAN customers and loyalists by honoring valid limited and lifetime warranty claims through our distribution partners. For more information, please contact us at 888-331-4569."

Good to know, that they are actually following through with their promise.

 

[Davefr]

I guess I am failing to see why one would write a biography on a 40+ Year OLD ratchet.

It seems like everything today is a HUGE DRAMATIC event where someone tells a sob story of I was told this, then to my shock it was this, then this happened my entire life is destroyed...

I guess people need to learn how to deal with problems and/or learn life is not a 'Instant Gratification' as a search engine search.

If you had bothered to read (and comprehend) the post you would have found that he was simply trying to help at his grandpa's request who apparently had a sentimental attachment to that CM ratchet.

This is from the customer care section of the Craftsman website

" HOW WILL YOU HANDLE SEARS CANADA CUSTOMERS WHO ARE LOSING WARRANTY COVERAGE FROM SEARS?
We will do the right thing for CRAFTSMAN customers and loyalists by honoring valid limited and lifetime warranty claims through our distribution partners. For more information, please contact us at 888-331-4569."

Good to know, that they are actually following through with their promise.

They are NOT following thru if they haven't notified their "stocking retail partners" to cover the CM lifetime warranty w/o a receipt.

 

[thwaller]

My experience was somewhat problematic with post SB&D Craftsman, where the issue relates to Sears China Craftsman. I had extensions with detent ball problems. Calling the phone number listed on craftsman.com for warranty, I was informed that the preference is to take it to a Sears store and exchange it. As others have indicated, Lowes, Ace, etc are not so willing to do this as of yet.

After explaining that I ordered my product online and going to a store is extremely inconvenient, we did work out a replacement that did not involve me making that trip. I was also informed that warranty issues are to be expected and they are fully aware of this. In the case of a Sears purchased Craftsman, your first step is obviously to go to Sears. However, SB&D did indicate that should nothing get resolved there, a satisfactory resolution will be provided on a case by case.

I fully agree that the warranty is not as convenient as it once was. Tekton has a far better warranty as there is no need for the exchange. This was not an issue with Craftsman when there was a Sears in my town, the next town, etc ... but now asking me to do an in person exchange in a Sears store becomes a similar issue to asking me to provide a receipt for my purchase.

Although I still believe that Sears China Craftsman is not as bad as people make it out to be, there is clearly a reduction in quality which is amplified by the additional hassle obtaining warranty service. I still cannot speak much for the long term durability of these items as my issues here were DOA type issues clearly showing a lacking of quality control and inspection.

 

[2ndGearRubber]

Joe says, " Oh we don't do those. They haven't unlocked that for us"

Sounds like there is an ability for coverage, just not yet in the supply chain. Did that store even have open stock? None of my lowes have any craftsman aside from pre-boxed sets.

 

[freudianfloyd]

I took a standard 5/16" socket that was cracked in for replacement at Sears about 6 years ago. They didn't have any on the shelf. WTF? So some kid took my information and said they would ship me one out as soon as they come in. Long story short, it's been 6 years and I am still waiting, and they got my old socket! I bet that slip of paper went straight into the trash as soon as I left.

 

[thooks]

I guess I need to get my shovels and rake warrantied before Thanksgiving....


I bought a 5-pack of Lifetime Guaranteed premium fiberglass handled shovels, rakes and small hay fork in 1994. Both rakes, garden and leaf rake, are done. Shovels are in ok condition.

 

[xin]

If you had bothered to read (and comprehend) the post you would have found that he was simply trying to help at his grandpa's request who apparently had a sentimental attachment to that CM ratchet.



They are NOT following thru if they haven't notified their "stocking retail partners" to cover the CM lifetime warranty w/o a receipt.

I am failing to see how a Ratchet not used in 40+ YEARS (being a piece of metal) would be sentimental. So I guess if it was replaced (how is it sentimental then)?


Seems all very dramatic (where someone wants to incite) - the warranty they did not honor it. After 40+ Years of not being looked at something does not add up here.


Craftsman was in BAD shape prior to being purchased, so it is going to take 'Time' and will not be posting Warranty info (or posting on a forum) to say they did not do this, this happened, now this, my life is destroyed...

 

[bobcatdan]

I haven't bother warranting a craftsman tool in a few years. Once the open stock of tools went down the crapper that is was a 50/50 shot they would have to order a 3/4" 3/8" drive socket, broken craftsman just goes in the scrap bucket.

 

[btoonsis]

I don't know for sure what the Craftsman policy is about warrantying their hand tools since Sears has declared bankruptcy.

Last week, I brought in a pair of Craftsman hose clamp pliers to a Sears store slated to close... they pulled another one off the shelf... punched something into the register... and handed the new ones to me along with a receipt.

Of course, that doesn't help if there are no more Sears nearby... but the bankruptcy didn't seem to affect the warranty... at least, while the store was still open.

 

[Sevenhills1952]

Over the years I've learned to have paper and pencil by the phone.
You called Lowe's, someone says they'll do xxxxx. Ask their name, write it down, give my name. Then I say ok (name) I'll be there in 20 minutes. I show up, paper in hand, ask for (name). (Name) does xxxxx.
Works every time for me.

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[ssdave]

I think most of the Craftsman warranty stories I hear are about the seller/ownership confusion being created by Sears not being the sole seller.

Ace often won't warranty what they didn't sell. Lowes is going the same way, so they ask for a receipt. Especially if it's a 40 year old thing they obviously didn't sell.

It remains to be seen how Stanley will handle the warranty long term. I could easily see that they wouldn't readily warranty the old USA made stuff sold by sears or the Chinese stuff sold recently. Or, they may elect to do so for the goodwill of the brand. Or, they may warranty the chinese stuff for a cheaper version if they start producing higher quality US versions in the future.

What I do see coming in the future is that Stanley will have their tools distinctly marked and will warranty those cheerfully.

What this gets people into is they can't expect to easily bring in old garage sale tools or purchases they made at the now bankrupt sears, and exchange them for newly made Stanley tools. It will be going back to the old principle of "we service what we sell".

 

[Professional Tool User]

I guess I am failing to see why one would write a biography on a 40+ Year OLD ratchet.

It seems like everything today is a HUGE DRAMATIC event where someone tells a sob story of I was told this, then to my shock it was this, then this happened my entire life is destroyed...

I guess people need to learn how to deal with problems and/or learn life is not a 'Instant Gratification' as a search engine search.

The promoise of a lifetime warranty is what in part sold the ratchet all those years ago. Companies with poor customer service are not going to get anywhere.

 

[ssdave]

The promoise of a lifetime warranty is what in part sold the ratchet all those years ago. Companies with poor customer service are not going to get anywhere.

You're right on with that. Sears is not getting anywhere, they filed bankruptcy as we all know last week. And, not likely to emerge from it without liquidating. The problem isn't ACE and Lowes and Stanley, it's Sears. They are going the way of Bonney, Indestro, etc that had great tools and warranty, but 40 years later and they're out of business they're still great tools, but the warranty is useless. It's just out of a mistake or goodness of their heart or to gain good publicity that ACE or Lowes or Stanley will warranty tools sold 40 years ago by another company. It's a sign of our entitlement society that we expect them to.

About the only real hope for the whole CM warranty thing is in the final bankruptcy proceedings, Sears is forced to establish a warranty fund to cover future warranty obligations. Sometimes those are part of bankruptcy, but usually the funds run out after a few years and the warranty is no more.

 

[Davefr]

It's just out of a mistake or goodness of their heart or to gain good publicity that ACE or Lowes or Stanley will warranty tools sold 40 years ago by another company. It's a sign of our entitlement society that we expect them to.

^^^NO!! SBD now owns CM and since they've chosen to grandfather in the lifetime warranty, then it's incumbent on SBD to get all the CM "stocking retailers" to get in line with what's written in the official warranty terms. (the terms are very clear and unambiguous)

"Goodness of their heart" or "entitlement society" has absolutely nothing to do with it. It should be contractual between SBD and their stocking retailers. It sounds to me like SBD negotiated all this with the retailer's corp. offices (Lowes, ACE, etc) but the actual implementation has never trickled down to the actual stores.

The CM warranty process outside of Sears sounds like a cluster **** and SBD has a lot of work to do!!

 

[K13]

One thing that hasn't been mentioned yet is did the Lowes the OP went to even stock full line Craftsman yet as many don't? The warranty specifically says STOCKING retail partners so if that particular Lowes doesn't have the product I wouldn't expect them to do anything. One has to be mindful that this is early in the roll out to Lowes so if they don't have hand tools they would have no need to know about the warranty.

 

[Leaflessshadetree]

30 years ago I could walk in to Sears with a ratchet and they'd be handing me a rebuild kit by the time I reached the counter. Other tools they'd either pull one off the shelf or ask me to get it. I usually bought more tools while I was there.
Twenty some years ago the problems started. If it was an item that only came in a set, forget it. Parts or pieces missing from a set? Too bad. Not a hand tool but broke within an hour of purchase, nope.
Now I toss them if they break.

I don't like seeing Craftsman at other stores. Seems like they will be pushing the other brands out.

 

[Sevenhills1952]

Craftsman was sold to Black and Decker.

SPRINGFIELD -- Craftsman, the venerable tool brand Sears sold Thursday to former competitor Stanley Black & Decker, is famous for its lifetime warranty on hand tools.

The handle breaks on a screwdriver you bought when Nixon was in the White House? Take it back and get it repaired or replaced. That's the guarantee.

But will that famous guarantee remain now that Sears has been sold?

Stanley Black & Decker spokesman Tim Perra answered yes, but with some qualifiers, Thursday afternoon:

"Today, Craftsman's warranties vary by business and product lines, and in some cases are very similar to Stanley Black & Decker's existing lifetime guarantee policies on certain product lines. It is too early to speculate on the specifics, but we would expect that to continue and we are always committed to doing the right thing to support the brand and our end-users."

Details of the Craftsman warranty policy is available here. The lifetime warranty only applies to hand tools and not to things that are meant to wear out, like saw blades.

The troubled Sears Holdings sold the Craftsman line Thursday to Connecticut-based Stanley Black & Decker for $775 million. Under the agreement, the tools will still be sold at Sears and Kmart locations. They were already also available at Ace Hardware stores.

[https://image]

Sears sells Craftsman brand to Stanley

Stanley Black & Decker already purchased the the Irwin and Lenox brands from former owners Newell Brands for $1.95 billion in cash.

That sale, which is not yet final, included the 500,000-square-foot Lenox American Saw factory in East Longmeadow, with its 640 employees. A total of 900 people manufacture and market Lenox saw blades and tools in more than 70 countries.

On Thursday, Stanley said it plans to increase U.S. manufacturing to support the Craftsman brand, which is now mostly made overseas.

Stanley Black & Decker spokeswoman Shannon LaPierre said that manufacturing expansion will include at least one new factory plus the utilization of factories that already exist. But she said it is too soon to tell exactly where the work will go and what the impact will be on the East Longmeadow plant.

Danaher Inc. used to manufacture some Craftsman ratchets and wrenches in Springfield. Danaher closed its plant here in 2005.



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[teejaywhy]

I am failing to see how a Ratchet not used in 40+ YEARS (being a piece of metal) would be sentimental. So I guess if it was replaced (how is it sentimental then)?


Seems all very dramatic (where someone wants to incite) - the warranty they did not honor it. After 40+ Years of not being looked at something does not add up here.


Craftsman was in BAD shape prior to being purchased, so it is going to take 'Time' and will not be posting Warranty info (or posting on a forum) to say they did not do this, this happened, now this, my life is destroyed...

Speaking of being dramatic.

Funny about you guys... you live among us humans and try to fit in but it can be difficult having neither a Grandpa or a sense of humor.

 

[Dennis Leigh Henry]

I like the part about made in USA again.. its the original reason I went with Craftsman, and when they moved off shore, the reason I stopped. If they come back, I'll be a buyer again, albeit at a lesser volume because of my existing collection.

I dont want to start the made in USA debate all over, simply stating the facts about my own personal preference.. and maybe crazy mixed up head...….