Craftsman Warranty Stinks

[russ01915]

Brought in two ratchets( 3/8 & 1/2") for a rebuild kit or replacement to my local full service Sears store today. The Salesperson said they no longer give out the rebuild kits. He stated they replace them. I said that was fine. He goes behind the counter and pulls out boxes of ratchets, He sorts thru them and puts one on the counter. I look at it and it wasn't the same model/ size and it was all rusty. I look at him and say what is this. He replies, that's thye closest one I have for the 3/8 ratchet. I said it's all rusty. He shrugs his shoulders and said that's the best he can do. He told me to keep checking back in as they receive replacements quite often.

As I was leaving I notice the the exact same new ratchet hanging on the display. I bring it to him and ask if he could replace it with this. He said no. He's not allowed to do so. I said I thought the warranty was repair or replace. He said there's nothing he could do.

I bought my Craftsman tools because of the no hassle warranty that came with them over the years. This is just plain awful and I will never buy anymore tools from them. They can go to hell.

Many other lifetime tools that they use to sell are discontinued. Tape measures come to mind. They'll give you a stanley. No thank you

 

[crewchief888]

sorry but...

 

[russ01915]

sorry but what?

 

[Vantastic]

Wait a minute. Does sears and craftsman ****? Tell me more.

 

[2oolhound]

I was going to say welcome to GJ! but I see you've been a member since 2012, where ya been? Craftsman's been through a lot in the last 6 years. I don't shop at sears but my understanding is they are all closed now here in Canada. It's kinda sad but doesn't bother me much as my craftsman tools were bought used like many of my tools. What I like most about this is you buy em, use em, break em and then toss em, no warranty hassles ever, move on.

 

[toolman9w]

sorry but what?

What he is saying is there are numerous Sears and Craftsman **** threads.

 

[Jeremy77]

Also.... I just heard that their tools are made in China now!!! ��

 

[JackVegas]

I understand your anger but that hasn't been my experience at my local Sears. When I bring in a ratchet the guy will dig in the box to get me a USA one and then feel the mechanism to see which one feels the best.

 

[unslow1]

Stick it in your car and the next time you are near a different Sears or Ace stop in.

 

[PJNJ]

I have a lot of Cman sockets and still use them but I don't think I have ever used any of my raised panel ratchets that came with the sets because they ...
stink, **** and are just plain crappy. Do yourself a favor and just buy a good ratchet. SK, Williams, Proto, Wright, Carlyle, Gearwrench, Husky, are all much, much better. You can even get used Snap On at a reasonable price if you shop carefully.

 

[Rickster]

I'm guessing the counter guy is just the gatekeeper and does as told. Need to bump to the next level and ask for the manager.

 

[PelicanPines]

This is the first I'm hearing about this. Thanks for letting us know.

 

[d.mcfarland]

This is the first I'm hearing about this. Thanks for letting us know.

Me too. I'm perplexed.

 

[EOC_Jason]

They stopped rebuilding ratchets probably 5-10 years ago, if not longer.

They should have given you a new ratchet (or any new item for a warranty replacement for that matter), that has always been my case... Models change over time so there is no guarantee you can find the exact same thing but they should give you as close as possible.

I prefer the Hometown / Hardware stores as they are independently owned vs the big Sears at the malls...

But yeah, this is just beating a dead horse with a stick there are so many threads...

 

[jonesg]

I was going to say welcome to GJ! but I see you've been a member since 2012, where ya been? Craftsman's been through a lot in the last 6 years. I don't shop at sears but my understanding is they are all closed now here in Canada. It's kinda sad but doesn't bother me much as my craftsman tools were bought used like many of my tools. What I like most about this is you buy em, use em, break em and then toss em, no warranty hassles ever, move on.

3
30 yrs from now it will be Pittsburg ratchets no longer warrantee by HF.

 

[doctordirt]

I went to sears to replace a broken 4mm ignition style wrench. Sale person went out back and said they did not have any, checked computer, could not order. Said he would give me a gift certificate for $10.00. I thought that was fine, went and picked up the new impact screwdriver by vessel. Sales person said he raised gift certificate to $11.00. What more could I ask for. Totally fair

 

[JazzBlueRT]

Brought in two ratchets( 3/8 & 1/2") for a rebuild kit or replacement to my local full service Sears store today. The Salesperson said they no longer give out the rebuild kits. He stated they replace them. I said that was fine. He goes behind the counter and pulls out boxes of ratchets, He sorts thru them and puts one on the counter. I look at it and it wasn't the same model/ size and it was all rusty. I look at him and say what is this. He replies, that's thye closest one I have for the 3/8 ratchet. I said it's all rusty. He shrugs his shoulders and said that's the best he can do. He told me to keep checking back in as they receive replacements quite often.

As I was leaving I notice the the exact same new ratchet hanging on the display. I bring it to him and ask if he could replace it with this. He said no. He's not allowed to do so. I said I thought the warranty was repair or replace. He said there's nothing he could do.

I bought my Craftsman tools because of the no hassle warranty that came with them over the years. This is just plain awful and I will never buy anymore tools from them. They can go to hell.

Many other lifetime tools that they use to sell are discontinued. Tape measures come to mind. They'll give you a stanley. No thank you

LOL, he gave you someone else's returned broken ratchet. Next time be nice to the poor guy working there.

 

[JazzBlueRT]

I went to sears to replace a broken 4mm ignition style wrench. Sale person went out back and said they did not have any, checked computer, could not order. Said he would give me a gift certificate for $10.00. I thought that was fine, went and picked up the new impact screwdriver by vessel. Sales person said he raised gift certificate to $11.00. What more could I ask for. Totally fair

How do you break an ignition wrench?

 

[erty67]

They stopped rebuilding ratchets probably 5-10 years ago, if not longer.

They should have given you a new ratchet (or any new item for a warranty replacement for that matter), that has always been my case... Models change over time so there is no guarantee you can find the exact same thing but they should give you as close as possible.

I prefer the Hometown / Hardware stores as they are independently owned vs the big Sears at the malls...

But yeah, this is just beating a dead horse with a stick there are so many threads...

I just had a ratchet rebuilt at sears about a year ago. As for the OP, a working ratchet is a working ratchet. It's not reasonable to expect a brand new ratchet on a used warranty replacement.

Sent from my SM-G930P using Tapatalk

 

[McFarmer]

Who keeps used ratchets ?

Or are they rebuilds ?

 

[JackVegas]

Who keeps used ratchets ?

Or are they rebuilds ?

If you are referring to Sears yes they are rebuilds. If you warranty a ratchet they give you a rebuilt one not one off the shelf.

 

[Shadowdog500]

You can get rebuild kits online in you have a ratchet with sentimental value. I have a ratchet my grandfather gave me about 35 years ago. There is no way I’d trade it even for a new one. Id get a rebuild kit and rebuild it myself.

Chris

 

[PFSard]

I bought my Craftsman tools because of the no hassle warranty that came with them over the years.

I understand your frustration. I bought many CM tools because of the warranty, as many others did, I'm sure. Fortunately, I haven't had to return many.

That said, CM ratchets aren't the best. There are many quality ratchets for reasonable money. Many threads on this forum with recommendations.

There are also many threads on how people are handling warranty returns, other than taking them to a Sears location.

 

[Snakebyt]

Last time i went in there with a BROKEN 1/2 extension , i grabbed a new one off the shelf took both to counter and was back out the door in a bout 3 minutes

 

[tonyprovo723]

Last I heard HD would trade you for new. Give them the dead craftsman and they give you a Husky.

Sent from my SM-G930P using Tapatalk

 

[PugetDude]

I took an older broken full polish 1/2 ratchet to my local Sears store. The kid working the counter took it in the back, put in a rebuild kit and fresh grease because in his words "this ratchet is too nice to swap for one of those new Chinese ones"

Great customer service experience.
Of course, YMMV.

 

[Jason280]

If you are referring to Sears yes they are rebuilds. If you warranty a ratchet they give you a rebuilt one not one off the shelf.

This isn't true at all the stores. I've warrantied two Craftsman ratchets in the last couple months, and both came off the shelf (with the plastic still attached). They did the exact same for a 13mm deep socket.

 

[Jtels85]

Sears policy is to swap out a broken ratchet with a used one that has been rebuilt in-store. I’ve watched the store clerks do it before. I just swapped out a roached USA made 1/2 raised panel ratchet on Friday and was given a rebuilt China replacement.

I’ve run into the problem of them not having the specific replacement ratchet for the one I’m bringing in. It ***** but it’s not entirely their fault. Was the ratchet you took in a model that Sears currently makes?

 

[Jtels85]

Sears policy is to swap out a broken ratchet with a used one that has been rebuilt in-store. I’ve watched the store clerks do it before. I just swapped out a roached USA made 1/2 raised panel ratchet on Friday and was given a rebuilt China replacement.

I’ve run into the problem of them not having the specific replacement ratchet for the one I’m bringing in. It ***** but it’s not entirely their fault. Was the ratchet you took in a model that Craftsman currently makes?

 

[CJM8515]

IDK they gave me one off the shelf after I complained cause I broke the pos 1/4" raise panel like 3x in a month.

Regardless, JUNK!

 

[txlonghorn1989]

All I'd ever used in my life was CM ratchets and they do the job I've asked them to do.
But after I picked up a 1/2" old S-K socket set last year - Wow! There was no doubt that S-K ratchet was far better. I still use my old CM stuff and I'll never take that old good CM stuff back to Sears for some foreign made ****. For a long time now I've considered their warranty worthless.

 

[Jim c]

This is just crazy as duck. I mean, I d9n’t know who is wackier, the person who is willing to pay 3.00 a gallon for gas plus their time to drive to sears to replace an IGNITION wrench, or the poor, very poor schmuck working behind the counter who, upon hear8ng your request, digs through a box of old previously used rusty ratchets in an attempt to honor a warranty
that should have died 30 years ago right along with the work ethic in this country.
America just ain’t the same place that it used to be . Nothern tool has some pretty nice hand tools sockets, ratchets wrenches etc... good prices, life warranty. So does hf? I have a Mac broken mid depth impact socket that I have tried to get replaced for years, f8nally gave up. Still got it and it is still broken . Because he never had any mid depth sockets on his truck. Maybe I can warm it up in my gas forge and arc weld it with my Lincoln stick welder and then re-temper it? Jk... this is just the pathetic state of our country. Sears that we all knew, really doesn’t exist any longer.

 

[Musicinabottle]

Also.... I just heard that their tools are made in China now!!! ��

That is a fact. I was looking on ebay to buy a 3/4 13/16 and a 7/8 combo wrenches to finish out a set of Craftsmen I have. Like most everything else I go to buy, had to go looking for vintage to find USA made which as many people here already know, is huge to me. I'm sure attacks are mounting as I type........

The Craftsman stuff is almost as expensive as SK or Snap on by the way.

 

[Musicinabottle]

I'll never take that old good CM stuff back to Sears for some foreign made ****. For a long time now I've considered their warranty worthless.

I'm certainly beginning to cling to the fact..... No more abusing my older tools. Man, take care of the stuff, because I'll never trade my American made for China, no matter what.

 

[Schurkey]

Popped a 14mm chrome deep socket yesterday, using a hand ratchet and a foot-long extension bar.

I heard the "CRACK!" and figured it was either the socket, or the bolt breaking loose.

It was the socket.

I'll go to Sears and ask them to warranty the socket, piss 'n' moan about the Chinese junk replacement, and after I've had my fun with them, I'll take the broken one home with me in the vain hope that Stanley isn't blowing smoke up my ***, and that someday there will be USA Craftsman sockets, and they'll still honor the ancient warranty. (Yeah...right...)

In the meantime, the Snap-On man is going to make a sale.

 

[kythri]

I'm sure attacks are mounting as I type........

I'm not sure attacks are being mounted, but the thread is definitely being seeded for responses such as yours. (In case you didn't get it, the person you're responding to is/was well aware of the Chinese production.)

 

[bimmer630]

................ They did the exact same for a 13mm deep socket.

Thats good. I hate it when I have to wait for them to rebuild my broken sockets

 

[kythri]

I still use my old CM stuff and I'll never take that old good CM stuff back to Sears for some foreign made ****. For a long time now I've considered their warranty worthless.

I'm with you, brother! I'd rather have good broken unusable US-made stuff than **** unbroken usable import stuff, too. I mean, who wouldn't?

 

[bczygan]

All the Sears stores near me are gone.

Problem solved!

Bill

 

[markhm]

Long ago, I used to be willing to pay up to a certain percent premium for the Craftsman warranty advantage over a discount store non-craftsman tool. Sears' policy changes have made me no longer willing to pay a premium for their tools and I now see them as Chinese commodities no longer worth any premium. They are disposable tools. If any of my old USA Craftsman break, I will wait to see if SBD will do anything positive in the future. I wont even try to exchange them for the current junk.