Disappointing Wright ratchet warranty experience

[liliysdad]

As much as I love my Wright wrenches, and have zero desire to own a Wright ratchet, that sort of nonsense will continue to drive folks back to tool truck and cheap Taiwan brands.

So much so that I doubt I’d buy another Wright anything based solely on this stance. I’ve never had a SnapOn guy refuse or even bat an eye at rebuilding a ratchet for me, regardless of where it came from.

 

[four.cycle]

^ Well, there is always the option of paying five times the normal price for an item if you want to deal with Snap-on. Most users don't care to shell out that kind of money. I certainly wouldn't.
The reason that Autozone can do an over-the-counter-no-questions-asked "warranty" replacement is because the buyers at Autozone strong-arm their suppliers - the consequence of the supplier NOT playing along with the "warranty" game would be that Autozone wouldn't hesitate for two seconds to find another supplier.
Same applies to Harbor Freight.
Same applies to Home Depot and their relationship with the company selling them "Husky".
There is NO brand loyalty among buyers. BUYERS don't care if you live or die - their job is to assure the bottom line looks good for the stockholders.

You're dealing directly with the manufacturer. There is nobody they can strong-arm. There is no mouth into which they can force-feed that ratchet - they have to eat it.
After eating enough of them, they've had their fill.
Same as REI.
Same as L.L. Bean.

If customers abuse the warranty long enough, eventually the manufacturer (or retailer, in the cases of REI and L.L. Bean) will make revisions to their warranty and return policies.
It's a business decision, and a sound one.
Aside from that, excessive warranty returns, and the abuse of a manufacturer's warranty or return policy, means that the rest of us will end up paying more for the product.

I very seriously doubt a few guys carping about it on GarageJournal.com is going to change much of anything - Wright will still maintain their industrial accounts and government contracts, because they produce a superior product and they're still doing it in country. They have no competitors in that market: Snap-on is too expensive, and SBD can't seem to get their act together.

 

[liliysdad]

^ Well, there is always the option of paying five times the normal price for an item if you want to deal with Snap-on. Most users don't care to shell out that kind of money. I certainly wouldn't.

It’s actually less three times the cost, for a far superior Dual 80 ratchet instead of an antiquated 4- tooth round head option from Wright. Throw in a $40 rebuild kit, and that difference gets real thin real quick. Figure that you can get into a US made Williams for less than a Wright, with dirt cheap, high quality kits available everywhere, and they make even less sense.

But you’re right, they will do just fine with contract and industrial buyers. The consumer, sadly, is far better with a multitude of other options. Doesn’t change the fact that I’ll not buy another thing from them as long, nor the fact that they don’t care.

 

[CHI_Tool&Die]

It’s actually less three times the cost, for a far superior Dual 80 ratchet instead of an antiquated 4- tooth round head option from Wright. Throw in a $40 rebuild kit, and that difference gets real thin real quick. Figure that you can get into a US made Williams for less than a Wright, with dirt cheap, high quality kits available everywhere, and they make even less sense.

But you’re right, they will do just fine with contract and industrial buyers. The consumer, sadly, is far better with a multitude of other options. Doesn’t change the fact that I’ll not buy another thing from them as long, nor the fact that they don’t care.

The cost of the Wright repair kit to the ratchet is pretty hard to swallow. It’s like 2/3rds the cost. I totally understand why someone would be upset if they were told their lifetime warranty does not cover such an expensive repair. I’ve personally been moving to the tool trucks for ratchets. Even if the driver wants to deny my warranty claim, the repair kit is like $10-15.

Funnily enough, I’m going to be trying to warranty two Proto ratchets today and I’m hoping SBD doesn’t say the same thing as Wright.

 

[Davefr]

It’s actually less three times the cost, for a far superior Dual 80 ratchet instead of an antiquated 4- tooth round head option from Wright. Throw in a $40 rebuild kit, and that difference gets real thin real quick. Figure that you can get into a US made Williams for less than a Wright, with dirt cheap, high quality kits available everywhere, and they make even less sense.

But you’re right, they will do just fine with contract and industrial buyers. The consumer, sadly, is far better with a multitude of other options. Doesn’t change the fact that I’ll not buy another thing from them as long, nor the fact that they don’t care.

Unless I'm missing something you asked for a rebuild kit. Maybe if you had asked for the ratchet to be rebuilt/replaced per their written warranty the outcome would have been different. I wouldn't complain too much unless they try to deny "tool replacement". For whatever reason maybe they prefer to replace tools under the terms of their written warranty instead of handing out rebuild kits. So far Wright has done nothing wrong IMHO.

 

[liliysdad]

Wright themselves stated to the OP that they used to offer rebuild kits under warranty, and they stopped. They also refused to sell or send him a kit, even at the ridiculously inflated cost.

I see plenty wrong in that interaction.

 

[JeepYJ]

Maybe OP should just call them and say his ratchet is broken and doesn’t work?
No need to disassemble it and troubleshoot it and ask for the specific fix to make it functional.

 

[jbfab]

The days of "Craftsman" type unconditional warranties are OVER, guys, and they're not coming back. It is the inevitable outcome of a buying public with a sense of entitlement that causes them to believe they should be entitled to an "unconditional" and "lifetime" warranty on any given item.

The thing that really ticks me off is the reason why this practice is over. People ****. Our society has taken a big turn for the worse over the last few decades. Before my dad passed earlier this year he had a myriad of people visiting who wanted to "help" him. What happened was the helped themselves to tools, guns, and lord knows what else. Until the moral degradation that is plaguing our society is eradicated things are only going to get worse. I know this is pretty deep for a conversation about a tool warranty, but an honest company can't stand behind their tools when consumers will abuse them to take advantage of the warranty. In a similar fashion, I know people who used to snap the blade off of a Leatherman tool because it was getting dull and they wanted a new one. A one off instance is nothing in the grand scheme of things, but when it's common practice these unfortunate changes have to happen.

 

[JeepYJ]

I know people who used to snap the blade off of a Leatherman tool because it was getting dull and they wanted a new one.

For the Leatherman warranty the tool needs to be sent to them for repair?

 

[BrandonV]

As much as I love my Wright wrenches, and have zero desire to own a Wright ratchet, that sort of nonsense will continue to drive folks back to tool truck and cheap Taiwan brands.

So much so that I doubt I’d buy another Wright anything based solely on this stance. I’ve never had a SnapOn guy refuse or even bat an eye at rebuilding a ratchet for me, regardless of where it came from.

This is how tool truck companies will stay in business, even with rebrands. Eventually, I believe Harbor Freight will stop their warranty practices too. Klein has already stopped honoring warranties without a receipt, and it’s all because people exploit the system.

I don’t understand why Wright has an issue with handling repairs themselves; it should resolve most of the problems. The "no questions asked" warranty from Craftsman, for example, led people to buy rusted screwdrivers at garage sales, snap them in half, and get a new set which they could either keep or more likely flip as a new item. Rebuilding a worn-out ratchet instead of replacing it could put an end to that.

It's another reason I’ll avoid Wright in the future, especially since they can’t keep items stocked at distributors which is frustrating enough.

On the other hand, SB&D/Proto will honor a warranty if I ship the tool in. It might take a few months, but they always make it right, even with their bureaucratic layers.

 

[BrandonV]

For the Leatherman warranty the tool needs to be sent to them for repair?

Leatherman you do need to mail the tool in. I suspect a lot of these "warranty claims" are people just trying to get new items either to keep or to sell.

I doubt Leatherman is going to replace just the blade portion.

 

[JeepYJ]

Leatherman you do need to mail the tool in. I suspect a lot of these "warranty claims" are people just trying to get new items either to keep or to sell.

I doubt Leatherman is going to replace just the blade portion.

Why not? It’s just a screw to remove and remove broken blade, insert new blade. Ship back to owner, at their expense.
I broke the flat screwdriver tip on mine (may have been using like a prybar) and looked at the warranty info on their website. You pay shipping both ways. It’s up to them to repair or replace. Intentionally breaking something that costs money to fix doesn’t seem to be a winning proposition, as seen by the comments in this thread.

 

[milkovich]

I can see a scenario where the flippers buy tools at auction then abuse the warranty to "refurbish" them and sell them on their ebay store. It's usually a few bad apples that ruin it for everyone. That said, just make the original purchaser register the tool for the warranty. FWIW, I sell the "renew" kits and we only mark them up a dollar or two. They are kinda pricey but I doubt anyone is making money on them.

 

[Davefr]

Wright themselves stated to the OP that they used to offer rebuild kits under warranty, and they stopped. They also refused to sell or send him a kit, even at the ridiculously inflated cost.

I see plenty wrong in that interaction.

We disagree. As long as they comply with their written warranty and repair/replace the ratchet then I see nothing wrong. We all think providing a rebuild kit "should be" a simpler solution but their only obligation is to replace the ratchet if it was a defect in workmanship or materials.

What they did in the past by providing rebuild kits doesn't matter. It was never part of their written warranty.

 

[BrandonV]

Why not? It’s just a screw to remove and remove broken blade, insert new blade. Ship back to owner, at their expense.
I broke the flat screwdriver tip on mine (may have been using like a prybar) and looked at the warranty info on their website. You pay shipping both ways. It’s up to them to repair or replace. Intentionally breaking something that costs money to fix doesn’t seem to be a winning proposition, as seen by the comments in this thread.

In theory, yes, but I question how efficiently these companies manage their warranty programs.

For example, I once sent in a busted screwdriver where the blade broke (it wasn’t abused), and they sent me an entirely new set instead of just a replacement driver. I’m not sure why, but since I mentioned it was part of a set on the warranty form, they probably just approved it without much review.

I also had an expensive piece of test equipment with a defective, well-known component that was easy to identify and replace. Instead of fixing it, they sent me a whole new device. My guess is they refurbish returns and then send customers a new device, especially if they’re the original purchaser.

Some companies just don't seem up to the task of repairing versus replacing and I suppose they factor that into the original purchase price.

 

[four.cycle]

What they did in the past by providing rebuild kits doesn't matter. It was never part of their written warranty.

exactomundo... and the point which seems to have been lost here somewhere.

 

[JeepYJ]

Some companies just don't seem up to the task of repairing versus replacing and I suppose they factor that into the original purchase price.

Could be, I didn’t want to pay to ship it so I just don’t have a flat blade screwdriver. There are other flat screwdriver like appendages n there still .
There aren’t too many different pieces that are used in Leatherman tools, they just are in different configurations. Now I’m kinda wanting to send it in to see what happens! Or maybe I’ll just email them and see if they’ll send the broken piece.

 

[BrandonV]

Could be, I didn’t want to pay to ship it so I just don’t have a flat blade screwdriver. There are other flat screwdriver like appendages n there still .
There aren’t too many different pieces that are used in Leatherman tools, they just are in different configurations. Now I’m kinda wanting to send it in to see what happens! Or maybe I’ll just email them and see if they’ll send the broken piece.

I broke a pair of Proto snap ring pliers a long time ago... I mailed them a month after they broke after dropping the package in-between my car seat. A year or two later I got a package in the mail from them and I had no clue why they sent me a pair of new pliers.

Warranty seems to be very often about the feels and not execution in actuality. You should try it! You may be surprised.

 

[liliysdad]

We disagree. As long as they comply with their written warranty and repair/replace the ratchet then I see nothing wrong. We all think providing a rebuild kit "should be" a simpler solution but their only obligation is to replace the ratchet if it was a defect in workmanship or materials.

What they did in the past by providing rebuild kits doesn't matter. It was never part of their written warranty.

I’d argue that policy practiced is policy expected. Doing one thing for a long time creates an expectation. When that practice ceases, it’s bad practice whether it’s in writing or not.

Refusing to even sell a customer a kit is a ludicrous stance, without even addressing the insulting price they charge to begin with.

 

[Davefr]

Refusing to even sell a customer a kit is a ludicrous stance, without even addressing the insulting price they charge to begin with.

Wright doesn't offer any direct consumer purchasing options. Their website has no shopping cart feature. I believe they simply don't have the systems/infrastructure in place to sell directly to "joe six pack" nor do they want to setup the required logistics just to sell "ad hoc" rebuild kits. However they do have the processes in place to handle warranty replacements so that's the avenue the OP should take IMHO.

 

[mrjaw14]

It's possible they are not performing well financially and looking to cut costs. If you're a "lifetime warranty" company that starts going back on the lifetime warranty that's typically a sign of the end coming for an American MFR. There's no reason to buy more expensive tools, which are assumed to be priced where warranty is assumed, if they don't stand behind the warranty. They are opening the door to HFT and other cheap and easily available options which will further decrease their sales and the death spiral is set in motion. Happened to SK, looks like Wright is next.

 

[JeepYJ]

If you're a "lifetime warranty" company that starts going back on the lifetime warranty that's typically a sign of the end coming for an American MFR.

OP needs to break the handle off the ratchet and ask about warranty.
If the OP asked for a rebuild kit that’s different than calling them to tell them his ratchet is broken and wants to know about warranty replacement.

 

[liliysdad]

The fact that it is being suggested that the OP break a ratchet and lie for warranty coverage versus expecting Wright take care of something in a manner they have in the past is astonishing, but not surprising.

 

[JeepYJ]

The fact that it is being suggested that the OP break a ratchet and lie for warranty coverage versus expecting Wright take care of something in a manner they have in the past is astonishing, but not surprising.

That suggestion was to highlight the difference between a truly broken tool and someone asking for a free rebuild kit. If a ratchet is requiring a rebuild kit because of failure that should be covered under the lifetime warranty. Asking for a free kit is different.

 

[liliysdad]

That suggestion was to highlight the difference between a truly broken tool and someone asking for a free rebuild kit. If a ratchet is requiring a rebuild kit because of failure that should be covered under the lifetime warranty. Asking for a free kit is different.

But it’s not when that’s been standard practice for an extended length of time…and standard practice in the quality tool world.

If I have a worn out SnapOn or Matco ratchet, I walk in the truck and they hand me a kit. If I’m not in a hurry, they will even put it in for me. If I want a spare, it costs me less than $20. That’s the standard.

 

[four.cycle]

^ Wright is not Snap-on or Matco.

Wright doesn't offer any direct consumer purchasing options.

They were very clear about that when I spoke with them on the phone. They do NOT sell direct to retail end users. Full stop. Doesn't matter if it's a repair kit - you are NOT going to buy it directly from the factory.

 

[liliysdad]

^ Wright is not Snap-on or Matco.


They were very clear about that when I spoke with them on the phone. They do NOT sell direct to retail end users. Full stop. Doesn't matter if it's a repair kit - you are NOT going to buy it directly from the factory.

I understand they aren’t SnapOn or Matco , the comparison was made to illustrate the standard in the tool world.

Not having the capability or desire to at sell at least repair parts direct to consumer is simply poor business in 2024… and charging 2/3 the cost of a ratchet for a repair kit is ludicrous.

I can call up Clausing and order parts for a 60 yr old lathe, even though they have no “direct to consumer” model. This is true across the industrial world to varying degrees. Having to chase a service part down, that should be warrantied, from a distributor that may or may not be anywhere close to your home or even deal with retail customers is just lazy on the part of the manufacturer.

 

[kngelv]

Margins are tight for all domestic manufacturing let alone tool companies. I think the OP should have asked to send in the ratchet as opposed to the rebuild kit. I understand Wright's reluctance to just send out a kit based on people abusing it. In reference to pollution Pogo once said: "We Have Met the Enemy and He Is Us." My friend has worked at Costco for over 20 years and they used to have a no questions asked policy on everything. They had some customers return large screen TV's every one to two years because they thought that Costco had an exchange program. He said one lady had gotten a new TV nine times based off her original purchase. This is why they cracked down on electronics returns and only give people 90 days now. They still deal with an avalanche of returns right after the Super Bowl.

James

 

[BrandonV]

It's possible they are not performing well financially and looking to cut costs. If you're a "lifetime warranty" company that starts going back on the lifetime warranty that's typically a sign of the end coming for an American MFR. There's no reason to buy more expensive tools, which are assumed to be priced where warranty is assumed, if they don't stand behind the warranty. They are opening the door to HFT and other cheap and easily available options which will further decrease their sales and the death spiral is set in motion. Happened to SK, looks like Wright is next.

IMO. Wright always seems to be focused about big industrial & government contracts in particular. They don't really seem to care about the small guy or even your professional mechanic.

When a large company needs a replacement tool they buy another they don't warranty. The number of lifetime warranty products I see thrown in the trash at large companies because its quicker or easier to just buy another is astonishing.

 

[1982fxr]

So is sending it in an option?

What about taking it to a distributor, will they rebuild it?

 

[KnurledNut]

So is sending it in an option?

What about taking it to a distributor, will they rebuild it?

They didn't offer that option so I'd say no. I would have gone that route had they made it available.
A distributor can sell a new kit and may even install it, but it seems they have cracked down all together on free kits.
If a ratchet fails prematurely due to a defect within a year or so, the rep said their corporate "Warranty Team" would evaluate it and replace if determined defective. She also told me that distributors are now to submit pictures for review of any warranty claims presented to them.

 

[micromind]

They didn't offer that option so I'd say no. I would have gone that route had they made it available.
A distributor can sell a new kit and may even install it, but it seems they have cracked down all together on free kits.
If a ratchet fails prematurely due to a defect within a year or so, the rep said their corporate "Warranty Team" would evaluate it and replace if determined defective. She also told me that distributors are now to submit pictures for review of any warranty claims presented to them.

Sounds like they've just about had it with being ripped off with warranty claims.

Unfortunately, a few bad people have hurt everyone else.

 

[tiredoldironworker]

I am a Leatherman fan. Been carrying some sort on my person since the original PST came out in early 80's or so. I have over twenty models including some great pocketknives. Just this spring I snapped a pliers jaw off of my oldest Surge while replacing a WINDSHEILD WIPER! Did the online thing, sent it back on my dime, and they replaced them and paid the shipping back to me with the newest model with replaceable wire cutters. I've broken others from my own abuse and kept them for donor parts to my others. They hopefully aren't going to change the 25 year warranty. Also, if you register yourself for free as an "insider" they extend the warranty to 40 years!

 

[liliysdad]

The lengths folks go to defend corporations over consumers boggles the mind.

The clarification on Wright’s warranty stance from the above poster ensures that they are no longer on my radar for any reason. I love my WrightGrips, but not enough to justify what amounts to no warranty. There are too many other options.

 

[American Locomotive]

The lengths folks go to defend corporations over consumers boggles the mind.

The clarification on Wright’s warranty stance from the above poster ensures that they are no longer on my radar for any reason. I love my WrightGrips, but not enough to justify what amounts to no warranty. There are too many other options.

...I mean do you plan on wearing the ratchet mechanism out on your WrightGrips? I'm sure if something catastrophically failed on your wrenches, they would warranty them.

Ultimately what I think it comes down to, is that normal wear and tear (i.e, a ratchet wearing out after 30 years of use) is realistically not a warrantable thing. Snap-On kind of set a precedent with their "warranty", which is really more like perpetual service plan. However Snap-On typically charges 2-3x more than Wright for any given tool....

Ultimately it is disappointing, but I'm not sure I can fault them.

 

[four.cycle]

She also told me that distributors are now to submit pictures for review of any warranty claims presented to them.

There's the "AHA!" moment right there.
They wouldn't be asking that of their wholesale accounts unless there was a serious issue.
They obviously were getting shafted on warranty stuff. Been there, done that.

... and Wright isn't X or Y or Z - it's Wright. This is America. Every company is free to operate as they see fit, and they're under no obligation to give a **** one way or another what some other company is doing. Just because Joe does it this way, doesn't mean that Jack is going to do the same.

==

We carried Goerlich "Up-Riser" Shock Absorbers. They made an "air lift" type shock - some of you may remember the "Gabriel Hi-Jacker" (which was Goerlich's biggest competitor.)
The Goerlich set (withOUT the pump - you had to pump it up at the gas station) was significantly less money than the Gabriel package, with that "Unconditional Lifetime Warranty" - $59.95 out the door retail.

We didn't care if they'd be misused, abused, installed on the wrong vehicle - which was VERY common - you'd match up the size from the size charts in the back of the catalog and make the sale - who gives a **** about "travel distance" on a shock absorber when the objective is to get that '69 Chevelle's *** higher than your girlfriend's?
So of course, they came back by the wagon load.
**** Adams, the sales rep, would stop by, write them all up as "warranty" and we'd toss them into the dumpster in back.

Couple months later, **** Adams would show up to take care of "warranty", and lo and behold what do we have here but a whole mess of Goerlich "Up-Riser" Air Shocks that look JUST LIKE the same Goerlich "Up-Riser" Air Shocks we'd just written up a couple months ago.

From that point forward, **** and I would grab a can of orange spray paint and a big ball pein and bash the hell out of everything, paint it orange, and toss it in the dumpster.

The employees at our own store next door got the hint real fast, and we let them know that we were watching the dumpster from that point forward.

Ran into the same stuff at GAW (General Automotive Warehouse) when I was peddling Harada antennas, Cobra ignition, and a mess of other lines.
I was instructed to go up to GAW, get to the warehouse manager, get all the "warranty" stuff written up, and then haul it all back to the office and we'd feed it all into OUR dumpster because it had been discovered (by another sales rep) that the warehouse manager was the guy who was pulling the stuff out of the dumpster at night, and then taking it back to various "Al's Auto Supply" retail stores (owned by GAW), getting cash refunds, and having the stores feed it back through GAW again. Some stuff went through the cycle three or four times, according to one of the reps I schmoozed with now and then.

"Warranty" is just an odds game: the seller is putting his money on your no longer owning the item by the time it fails. This is true in the automotive industry same as the tool industry same as any other industry. The "warranty" is just padded into the price.

==

normal wear and tear (i.e, a ratchet wearing out after 30 years of use) is realistically not a warrantable thing.

^ Exactly.

If you want "forever", talk to that guy on that big white truck.

==
<edited 09/06/24 19:46 - took me a few hours to remember the brand name of those air shocks.>

 

[RedneckWelder]

Occam’s razor suggests not an anti warranty conspiracy but you being in touch with somebody who doesn’t know how the hell to do their job so they pawn it off on somebody else

 

[Etchase]

The fact that there are ratchet rebuild kits is a good indication that they are a wear item. Wear is excluded from Wrights limited life time warranty. Distributers frequently do what it takes to keep big clients happy. Individual retail users don’t usually warrant that kind of courtship.

 

[rancherbill]

They have changed their policy, due to people abusing the warranty system.
This has taken place within the last year.

It has just hit that they are in trouble! Warranty is some kind on Ponzi tool scheme where the profits from new sales pay for warranty for old sales. There old customers primarily spend OPM (other peoples money) at the local disti. I am sure the boss is now sending them down to harbor freight to buy tools for a third or quarter their price.

There is no money for the good old warranty program,

 

[IndyGarage]

Lifetime Warranty Means Lifetime Warranty, A repair kit should be sent for FREE.

Lifetime warranty doesn't necessarily mean it will work forever or we'll fix it. It means if it fails for defects or workmanship, we'll fix it.

If you have a tool that has worked for months or years and then stops working because you broke it or wore it out, that is not a warranty issue. No company has an obligation to fix something like that. In fact, I would rather they did not. If they do, it means they are overcharging in the beginning to pay for your abuse of their policy - which is exactly what Snap on Does.

I rather expect to be nickel and dimed by "lesser" brands but this is disappointing news. I understand they need to defend themselves against abusers but those that purchased their product with the understanding it carries a lifetime warranty need to be obliged. Most of my Wrights are dated so if I ever need to have that discussion I'll remind them of the terms when purchased.
I've been wanting to try out a set of WrightGrip wrenches, perhaps not now.

The lengths folks go to defend corporations over consumers boggles the mind.

The clarification on Wright’s warranty stance from the above poster ensures that they are no longer on my radar for any reason. I love my WrightGrips, but not enough to justify what amounts to no warranty. There are too many other options.

They make a good product. You even agree it's a good product. But you have an expectation that they will fix it forever.

The reason folks defend corporations is because folks like you are the ones that are putting companies out of business. You cannot expect a company to service a product for free forever and expect them to stay in business. If they are in China and build a throw away product, you don't expect them to service it forever, why would you expect this company to?