Craftsman warranty *****

[notarubicon]

So My wife and I were out today shopping so I grabbed the t27 3/8 drive socket so I could take it in to warranty it. Now the people at the store were very helpful but they didn't have the size they instructed me to call craftsman so I left and on the way home i called them and the lady on the phone said she could not do warranty because i couldn't prove it. So I asked how to go about it and she started to give me an attitude I told her that I would go to another manufacturer and buy from them.

 

[billymade]

For warranty; if they do NOT have it in stock at the store, have them call the tool catalog and order it for you... it will come in somewhere around 12 to 15 business days in the mail. If someone can't help you; ask for a manager and go from there... if they still can't help; call sears customer relations hotline.

 

[archirelic]

 

[NUTTSGT]

It's not that the Warranty *****, you were merely told incorrect information. Since it Christmas time, you may have talked to a new part timer that doesn't understand the proper procedure of replacing parts.

Seriously, you can't expect Sears to replace a tool over the phone. They have no idea who is calling whether it's a private person or a store rep. If we could all replace parts via a phone call, people would be getting stuff for free and Sears would have went out of business years ago.

 

[e-tek]

I've onl had a couple CR issues over the years, but each time I was happy. Once it was a broken punch - rpelaced. Once a cracked socket - replaced. Once a worn ratchet - gave me a guts kit. Put it in, still stripped. Took it back, new ratchet.

 

[purplezr2]

So My wife and I were out today shopping so I grabbed the t27 3/8 drive socket so I could take it in to warranty it. Now the people at the store were very helpful but they didn't have the size they instructed me to call craftsman so I left and on the way home i called them and the lady on the phone said she could not do warranty because i couldn't prove it. So I asked how to go about it and she started to give me an attitude I told her that I would go to another manufacturer and buy from them.

Either you can

A. Bring the individual socket in and they will order it and you will get it in afew weeks
B. If it came in a set bring the whole set in and they will replace the set.

I had the smallest sears ever in my home town, mostly carried washer/dryers/lawnmowers. Almost everything would get called in and sent to me, no issues over the years.

 

[WastedAgain440]

i went to warranty a ratchet and they tried giving me a rebuilt one with somebody else initials engraved on it, I asked for a rebuild kit for mine instead and they refused. Will never buy another craftsman ratchet for as long as i live

 

[white500xl]

You should have asked for the store manager. I worked at a Sears store several years ago, and the store manager will go out of his way to make you satisfied.With the cut back in store employees now days, you probably got some inexperienced lazy *** punk, who did not want to even wait on you. They also like to "show you who's boss" sometimes. I would suggest go back to the store and demand to see, and tell your story to the main store manager and see if he will get you a ratchet rebuild kit.

 

[gmwelder86]

i went to warranty a ratchet and they tried giving me a rebuilt one with somebody else initials engraved on it, I asked for a rebuild kit for mine instead and they refused. Will never buy another craftsman ratchet for as long as i live

Should have taken the guts out of the rebuilt ratchet exchange them for yours and call it a day.

 

[WastedAgain440]

Why didn't I think of that? Good idea, I'm gonna bring some snap ring pliers with me next time I try and warranty the ratchet

 

[geologist]

i went to warranty a ratchet and they tried giving me a rebuilt one with somebody else initials engraved on it, I asked for a rebuild kit for mine instead and they refused. Will never buy another craftsman ratchet for as long as i live

I warrantied an old stripped out 3/4" ratchet and they handed me an even older rebuilt ratchet. The location I went to had a whole box of various rebuilt ones. It kind of pushed my buttons, but it was a better wrench than the new ones on the shelves.

 

[pipsters]

Why didn't I think of that? Good idea, I'm gonna bring some snap ring pliers with me next time I try and warranty the ratchet

Or to avoid confrontation, buy a new one, swap the guts in your car outside, then return the "new" one with the old broken guts.

To be honest a simple "I don't want initials in my ratchet" or a "OK thanks for warrantying that, now I am warrantying this one because I am not satisfied with it due to the engravings" done nicely would've been a lot easier than cutting off your nose IMO.

 

[Toolhorder]

So My wife and I were out today shopping so I grabbed the t27 3/8 drive socket so I could take it in to warranty it. Now the people at the store were very helpful but they didn't have the size they instructed me to call craftsman so I left and on the way home i called them and the lady on the phone said she could not do warranty because i couldn't prove it. So I asked how to go about it and she started to give me an attitude I told her that I would go to another manufacturer and buy from them.

If you have to wait for a replacement in the mail you may as well just buy from Snap-on.

 

[billymade]

The person rebuilding the ratchets; should have thrown the initialized ratchet into the 50 gallon drum that have in the back for recycling. They are supposed to rebuild ratchets that are in decent cosmetic shape; it all depends on the individual doing the rebuilds. Whenever you get into a situation where things are NOT working out; ask for a manager and go from there. Technically, you can request a new one if you so desire; go get one off the shelf but you may end up with a Chinese version now. When I did exchanges; I always allowed the customer to pick out which rebuild they would like (some looked better then other, some worked better with less internal wear)... that was me. Needless to say; after being at Sears for 7 years; I saw many people who didn't have a clue working at Sears and do, say many things that weren't Sears official warranty policy, this includes managers... Stand your ground; bypass the clueless and get your warranty handled... good luck!

 

[Obie]

Ahhh, now that I figured out how that ignore list works, I retract my comment.

 

[billymade]

If you are breaking the torx sockets; get a pro brand.... the craftsman's are very prone to breakage, as Toolhorder mentioned... the snap-on torx sockets (while not indestructible) hold up much better!

 

[mrbreezeet1]

Yeah notarubicon, don't be starting this ****, there are plenty of these threads around.
Use the search feature.

 

[Hiball]

A Poor customer service representative does not = Poor warranty service policy . I've seen similar threads regarding just about every tool company in existence.

 

[Toolhorder]

I'm starting to think you actually work for Snap-On. You seem to be more interested in selling their product than some dealers I know.

And why pay quadruple the price for a ratchet if the warranty amounts to waiting for the mail?

Just making a point, one of the main reasons I hear people talking about using C-man over truck brands is ease of warranty. If the warranty policy is becoming more "call and mail you one" then what's the point?

If you don't like my comments "ignore" me. Let's not get every thread shut down with the bickering. I had enough of your crying from the last thread.

 

[sk farmer]

i can't believe this thread. i thought we were just told that every craftsman tool, store and employee were great. hell you can even ruin your own tools and get them replaced. everybody knows they are better than any other brand, especially the new chinese stuff.

 

[TheFarmer]

Cool story.

 

[Coach James]

You should have asked for the store manager. I worked at a Sears store several years ago, and the store manager will go out of his way to make you satisfied.With the cut back in store employees now days, you probably got some inexperienced lazy *** punk, who did not want to even wait on you. They also like to "show you who's boss" sometimes. I would suggest go back to the store and demand to see, and tell your story to the main store manager and see if he will get you a ratchet rebuild kit.

Or it could have been an employee that simply misunderstood the company policy.

I own a business and sometimes one of my employees will make a mistake dealing with a customer. If the customer lets me know, I fix it, make sure the employee knows how to handle it next time and everyone ends up happy. Mistakes don't always happen because the employee is a jerk, @$$hole or has a chip on their shoulder.

Coach

 

[bigdummy30]

my local sears is great....took in 2 of the 3 pack of red handle scrapers for warranty and the guy gave me the whole 3 pack....

went in another trip to warranty a 1/2 flex head ratchet and he handed me a refurbed one ,which was fine but the head was lose...i asked if had any with a tighter head and he never even hesitated and grabbed a brand new one...that being said i still like my snap on stuff better

 

[Toolhorder]

my local sears is great....took in 2 of the 3 pack of red handle scrapers for warranty and the guy gave me the whole 3 pack....

went in another trip to warranty a 1/2 flex head ratchet and he handed me a refurbed one ,which was fine but the head was lose...i asked if had any with a tighter head and he never even hesitated and grabbed a brand new one...that being said i still like my snap on stuff better

You must work for Snap-on then....

 

[GoBlue]

Day in and day out i get the best service from my Matco guy and Sears over all else. Sears has a great tool warranty.

 

[ajchien]

Often times at sears it does depend a lot on the person at the counter.

I watched my wife once get turned down for something (I can't remember what) at sears. I prepared to leave with her being unhappy, except she headed down the aisle... Towards another register. She asked the associate there the same request, and got it done.

 

[Buckgnarly]

Often times at sears it does depend a lot on the person at the counter.

I watched my wife once get turned down for something (I can't remember what) at sears. I prepared to leave with her being unhappy, except she headed down the aisle... Towards another register. She asked the associate there the same request, and got it done.

Wow, she did not immediately go on an internet forum and berate the company?.....what a novel idea!

 

[Tdbo]

The beauty of returning items to Sears is that they have more than one location. Therefore, if you do not get a satisfactory result at the first stop, go to another location. Repeat as needed.

 

[Skysurfer]

When did Sears change their warranty program? They used to hand you a new tool to replace the defective one but when I tried to return a stripped 1/2" ratchet they said they would have to order a rebuild kit and to come back in a week. I explained that I had a vehicle up on jack stands and it needed to be repaired before Monday, but they said store policy would only cover a rebuild kit.

I should have pushed the issue but was more focused on getting the car fixed so I went down the street and bought another brand. I have no grudge with Sears but I haven't bought anything Craftsman since.

 

[IBJanky]

I took in a ratchet for warranty the other day and got a new one, no questions asked.

I love the Craftsman warranty

myke