Disappointing Wright ratchet warranty experience

[KnurledNut]

I have had good experiences in the past with Wright Tool customer service and still think highly of their tools and dedication to domestic production.
We used to have an industrial supplier that carried Wright and they kept ratchet repair kits in stock. They would repair it right there at no cost and send you on your way. Eazy peazy.
Well they no longer are a Wright distributor, so I emailed Wright directly asking if I could get a repair kit for another one of my ratchets.
After having me send pictures, they replied and told me I would need to find a distributor and purchase a kit from them. No explanation as to why and no other option offered.
I was quite surprised in the less than helpful response and general lack of service.
I'm not here to bash them, but it makes me a little more hesitant to recommend them or consider future purchases now.
YMMV.

 

[four.cycle]

^ they must have had a reason.
I had a 3/4" drive model 6400 here and wanted a kit for it - they didn't even ask for a photo and sent me the repair kit at no charge.

 

[finn]

^ they must have had a reason.
I had a 3/4" drive model 6400 here and wanted a kit for it - they didn't even ask for a photo and sent me the repair kit at no charge.

When was your experience? Sounds like Knurled’s experience was recent, and I would guess yourself wasn’t. If so, I would surmise that perhaps Wright, being a relatively small company, may have decided that for whatever reason, It may have made a strategic decision to follow the European business model rather than the Craftsman / Snapon one of free tools for life.

I have a set of Wright wrenches, but don’t ever recall seeing them in a retail environment, so I bet their market share is miniscule, despite the praise they bring here.

 

[scooby074]

I wonder if its a Government issue tool or something ? Might explain having to go through a retailer and purchase a kit (assuming gov. issue tools have no warranty)

 

[IndyGarage]

I have had good experiences in the past with Wright Tool customer service and still think highly of their tools and dedication to domestic production.
We used to have an industrial supplier that carried Wright and they kept ratchet repair kits in stock. They would repair it right there at no cost and send you on your way. Eazy peazy.
Well they no longer are a Wright distributor, so I emailed Wright directly asking if I could get a repair kit for another one of my ratchets.
After having me send pictures, they replied and told me I would need to find a distributor and purchase a kit from them. No explanation as to why and no other option offered.
I was quite surprised in the less than helpful response and general lack of service.
I'm not here to bash them, but it makes me a little more hesitant to recommend them or consider future purchases now.
YMMV.

So what does a repair kit cost for a ratchet? $15?

Why would you bash a tool company for something that costs $15? If you need replacement parts, just buy them.

I'm always amazed at the folks here that will finance a $60K pickup truck, then turn around and bawl about a "warranty" claim from a tool company when they wore something out.

 

[65k10]

So what does a repair kit cost for a ratchet? $15?

Why would you bash a tool company for something that costs $15? If you need replacement parts, just buy them.

I'm always amazed at the folks here that will finance a $60K pickup truck, then turn around and bawl about a "warranty" claim from a tool company when they wore something out.

Wright rebuild kits are kind of expensive compared to rebuild kits from other brands. A quick look online a rebuild kit for either a 3/8 or 1/2 ratchet averages about $40. Maybe they can be found cheaper if one looks harder.

 

[Wamsutta]

What's the point in making you send pictures if they're gonna turn around and tell you to see a distributor? They could've told you to see a distributor in the first place without making you take the pictures. Makes no sense whatsoever.

 

[RTM]

I wonder if its a Government issue tool or something ? Might explain having to go through a retailer and purchase a kit (assuming gov. issue tools have no warranty)

Or maybe they don’t have any kits left in stock in their warehouse, so you might try to find one in a “retail” environment, old stock on a shelf?

 

[hasco]

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

 

[CHI_Tool&Die]

Wright rebuild kits are kind of expensive compared to rebuild kits from other brands. A quick look online a rebuild kit for either a 3/8 or 1/2 ratchet averages about $40. Maybe they can be found cheaper if one looks harder.

Yeah, the Wright repair kits can be equal to half the price of the ratchet. A lot of roundhead kits are really pricey. And if you do go through an industrial supplier they can be stupid cost prohibitive and most likely out of stock so you’re stuck waiting.

Personally, if I were Wright, I’d rather send a repair kit out and have a happy customer with a positive experience than leaving them to their own devices. But then again I’m not a big ol’ company.

 

[KnurledNut]

^ they must have had a reason.
I had a 3/4" drive model 6400 here and wanted a kit for it - they didn't even ask for a photo and sent me the repair kit at no charge.

I couldn’t make hide nor hair of it. Glad your experience was better. Maybe I got Grumpy George who couldnt be bothered instead of Happy Henry that fulfilled your request.

When was your experience? Sounds like Knurled’s experience was recent, and I would guess yourself wasn’t. If so, I would surmise that perhaps Wright, being a relatively small company, may have decided that for whatever reason, It may have made a strategic decision to follow the European business model rather than the Craftsman / Snapon one of free tools for life.

I have a set of Wright wrenches, but don’t ever recall seeing them in a retail environment, so I bet their market share is miniscule, despite the praise they bring here.

Our industrial supplier had an impressive well stocked Wright display. It was a pity to see that go. They sold very well.

I wonder if its a Government issue tool or something ? Might explain having to go through a retailer and purchase a kit (assuming gov. issue tools have no warranty)

This was sold through a public B&M industrial channel so not the case here.

So what does a repair kit cost for a ratchet? $15?

Why would you bash a tool company for something that costs $15? If you need replacement parts, just buy them.

I'm always amazed at the folks here that will finance a $60K pickup truck, then turn around and bawl about a "warranty" claim from a tool company when they wore something out.

Wright warranty states:
“Therefore, for as long as you own it, any product manufactured by Wright Tool which fails to render service due to defect in workmanship or materials will be replaced at no charge.” (https://www.wrighttool.com/support)

The ratchet I inquired about had some of the teeth fail under normal use. The cost is irrelevant here. Did they stand behind their product and stated support? In this case, I would say no. They couldnt even be bothered to look up another authorized distributor for me.
As I stated in my original post, I’m not here to bash Wright. I like their tools and own several. Just disappointed in how the customer service rep handled this case. He may have just made a bad call or evaluated incorrectly. But its also possible Wright is tightening up their belt a little.

Wright rebuild kits are kind of expensive compared to rebuild kits from other brands. A quick look online a rebuild kit for either a 3/8 or 1/2 ratchet averages about $40. Maybe they can be found cheaper if one looks harder.

What's the point in making you send pictures if they're gonna turn around and tell you to see a distributor? They could've told you to see a distributor in the first place without making you take the pictures. Makes no sense whatsoever.

I wondered the same.

Or maybe they don’t have any kits left in stock in their warehouse, so you might try to find one in a “retail” environment, old stock on a shelf?

This is a common ratchet produced and sold every day. I would find this unlikely. They are probably sitting on hundreds if not thousands of kits. They manufacture the parts in house.

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

When it comes to ratchets, I agree.
Plus, it would be far more beneficial for them if I was here posting about how much I appreciate Wright hooking me up with a repair kit instead of this.

Yeah, the Wright repair kits can be equal to half the price of the ratchet. A lot of roundhead kits are really pricey. And if you do go through an industrial supplier they can be stupid cost prohibitive and most likely out of stock so you’re stuck waiting.

Personally, if I were Wright, I’d rather send a repair kit out and have a happy customer with a positive experience than leaving them to their own devices. But then again I’m not a big ol’ company.

I hope they treat the next guy better. Thanks for your input.

 

[BlackVersa2]

Within the past 4 or 5 years, they sent me a free 3/8 rebuild kit when I called. I'm not sure if calling would yield a different result, I see you emailed. *shrug*

I have a bunch of Wright ratchets and the re-brands, and the comment about expensive rebuild kits is true. I've had pretty good luck finding donor ratchets at yard sales or marketplace and doing some swapping.

 

[Davefr]

Did the teeth break off or wear down. Wear is not a defect in material or workmanship. But I agree that manufacturers should give out rebuild kits when asked for the sake of consumer goodwill. The cost is negligible and it may prevent a complete tool replacement.

 

[Rinspeed]

I bought a set of Wright wrenches several months ago and I'm very happy with them, especially for the price. I would call and hopefully talk to someone else. Maybe the person you delt with was just having a bad day.

 

[mreisner]

Perhaps that particular employee has moved on to a more rewarding career swabbing floors somewhere. Every time I've contacted Wright it is always been top notch. I had an 8 mm spread the Jaws while adjusting a brake adjuster and I just wanted to order a new one they asked me what happened and sent me a new one no charge even though it was clearly my fault. I would give them another try, perhaps calling them. Every time I have called the Ladies I have dealt with have been fantastic.

 

[Firebrick43]

Perhaps that particular employee has moved on to a more rewarding career swabbing floors somewhere. Every time I've contacted Wright it is always been top notch. I had an 8 mm spread the Jaws while adjusting a brake adjuster and I just wanted to order a new one they asked me what happened and sent me a new one no charge even though it was clearly my fault. I would give them another try, perhaps calling them. Every time I have called the Ladies I have dealt with have been fantastic.

+1

Maybe they were new?

Maybe they were hung over?

Maybe their GAF was broke?

Doesn’t really excuse it but even the best of places one will get through the process for a little while before being fired.

Call again and see if you get a different person?

I to have always had good service the few times I have used the warranty.

 

[rust in the eye]

Wright did good by me a year or two ago.
My suspicion is you got the wrong individual or perhaps rubbed them the wrong way somehow.
I'd try again and phone this time as it's lots easier to tell someone to sod off in an e-mail.

 

[WhataTool]

Wright did good by me a year or two ago.
My suspicion is you got the wrong individual or perhaps rubbed them the wrong way somehow.
I'd try again and phone this time as it's lots easier to tell someone to sod off in an e-mail.

I dunno, 2 years ago i tried to warranty a single wrench from a set. They asked for a picture, I sent and even said I would ship it to them. Their response was "What did you do to it? Where did you buy the set?"
I guess lifetime means the life of the original person who purchased the set from an authorized distributor. I can understand that i suppose, but I've been less grilled in job interviews.
I sent a picture to Astro on Instagram of a tool and they shipped me one that day.

 

[dnschmidt]

Wright apparently, according to Garage Journal, leaps tall buildings on a single bound. To me they make decent, but hard to find tools, that if they were not American made would be considered quite pedestrian. The Wright Grip II's are impressive, if you ever use an open end wrench, which I seldom do but nothing else they make strikes me as outstanding. Their wrenches are too short in my opinion. I have several of their round head ratchets, which are OK but don't match my Williams B-52 and B-54's. Never saw the need to go out of my way to own Wright Tools.

 

[four.cycle]

Call again and see if you get a different person?

I would give that a shot. Try calling them on the phone.

I couldn’t make hide nor hair of it. Glad your experience was better.

It was actually really quite surprising:
I had purchased a big 3/4" drive set that contained (along with the tools) a 24-inch length of steel pipe. The ratchet (model 6400) had pipe marks up and down the knurled section of the handle.
We all know how those marks got there, right?
My intention was to flip the set - I never intended to keep it.
(The ratchet worked fine - but I didn't want to sell it without a repair kit just in case...)(A GJ member bought it, so I have to assume it's still in service.)
I called on the phone, explained what I had, explained in detail the part about the piece of pipe in the box and the gouge marks on the shank of the ratchet, and simply asked how much it was going to cost for a repair kit.
She refused to give me a price on it, telling me they were not allowed to sell them - they could only supply them @ no charge for warranty replacements.

So ... your story is the polar opposite of my experience.

Call them and talk to the nice lady who answers the phone. What you're describing just doesn't align with their usual practice.

 

[Farmall450]

+1

Maybe they were new?

Maybe they were hung over?

Maybe their GAF was broke?

Doesn’t really excuse it but even the best of places one will get through the process for a little while before being fired.

Call again and see if you get a different person?

I to have always had good service the few times I have used the warranty.

I say run it up the chain.

 

[KnurledNut]

Well guys, I called this morning.
A nice woman answered the phone instead of some recorded message. Thats appreciated.

Unfortunately my suspicions were correct.
I was told the exact same thing the rep said by email.
So I started asking direct questions and found out some details:
They have changed their policy, due to people abusing the warranty system.
This has taken place within the last year.
Ratchet repair kits are no longer available to be sent out, except for defective new tools.
All kits are to only be purchased from distributors, no free replacements.

I did let her know we were discussing this on GJ, which she had never heard of.

I’m not sure how this will affect other tools, but I wouldnt be surprised if they are cracking down across the board.

 

[finn]

I would give that a shot. Try calling them on the phone.



It was actually really quite surprising:
I had purchased a big 3/4" drive set that contained (along with the tools) a 24-inch length of steel pipe. The ratchet (model 6400) had pipe marks up and down the knurled section of the handle.
We all know how those marks got there, right?
My intention was to flip the set - I never intended to keep it.
(The ratchet worked fine - but I didn't want to sell it without a repair kit just in case...)(A GJ member bought it, so I have to assume it's still in service.)
I called on the phone, explained what I had, explained in detail the part about the piece of pipe in the box and the gouge marks on the shank of the ratchet, and simply asked how much it was going to cost for a repair kit.
She refused to give me a price on it, telling me they were not allowed to sell them - they could only supply them @ no charge for warranty replacements.

So ... your story is the polar opposite of my experience.

Call them and talk to the nice lady who answers the phone. What you're describing just doesn't align with their usual practice.

I am not surprised that they wouldn’t sell the kit “factory direct”. That is likely in conflict with the franchise agreements in place with their distributors.

Funny how the story changes as more facts are brought into the picture.

 

[dnschmidt]

Warrantees mean nothing since the seller can change the rules at any time. Buy whatever tool you want and when it breaks throw it in the garbage unless you're willing to pay Snap-On's price. The only tools I've ever warranted were Milwaukee batteries which until the introduction of the FORGE series sucked big time compared to Bosch, DeWalt and Makita's batteries. I've never warranted any hand tools as I've never broken any.

 

[Hakeem]

Well guys, I called this morning.
A nice woman answered the phone instead of some recorded message. Thats appreciated.

Unfortunately my suspicions were correct.
I was told the exact same thing the rep said by email.
So I started asking direct questions and found out some details:
They have changed their policy, due to people abusing the warranty system.
This has taken place within the last year.
Ratchet repair kits are no longer available to be sent out, except for defective new tools.
All kits are to only be purchased from distributors, no free replacements.

I did let her know we were discussing this on GJ, which she had never heard of.

I’m not sure how this will affect other tools, but I wouldnt be surprised if they are cracking down across the board.

Thanks for the update. Disappointing to hear, and doesn’t really make a whole lot of sense to me. How does one “abuse” a warranty for a ratchet? Are there enough people putting cheater pipes on their Wright ratchets to be noticed by the manufacturer?

I’d rather have them raise their prices 5-10% and keep sending out the repair kits than to welsh on the warranty like this.

 

[KnurledNut]

Thanks for the update. Disappointing to hear, and doesn’t really make a whole lot of sense to me. How does one “abuse” a warranty for a ratchet? Are there enough people putting cheater pipes on their Wright ratchets to be noticed by the manufacturer?

I’d rather have them raise their prices 5-10% and keep sending out the repair kits than to welsh on the warranty like this.

She told me they had several people making multiple requests for repair kits, some using the same pictures of unrepaired ratchets they already got kits for.
——-
So, I contacted two distributors and they both confirmed they are no longer warrantying ratchet kits. They are only available for purchase.

I know this is nothing to loose sleep over, its just a ratchet.
Just more of a PSA that YMMV seems to be looking more like YSOL now.

 

[micromind]

Any time anything is 'free' (as in warranty replacements), there will be abuse, sometimes ridiculous abuse.

I can very easily see every toll company tightening up on their warranty.

I've broken a few tools but have never warrantied any of them, even if I could have. Every one of the tools I broke was because I was abusing it. It's just plain wrong to expect a company to replace something that broke when it's my fault that it broke.

 

[four.cycle]

In the larger picture, it is perfectly understandable that they would change their policy if they penciled out the numbers and saw flagrant abuse of their warranty and/or return policy.

For the same reasons, both REI (aka "Return Every Item") and L.L. Bean both put restrictions on returns and warranties.

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.

I described my experience above. I was absolutely flabbergasted that they insisted on sending the kit out at no charge, particularly after telling them over the phone (as well as emailing photos) about the pipe marks and the piece of pipe still in the box. I figured I'd be out $25-$35 bucks, but it would be cheaper than hassling with a buyer down the road, so I was more than willing to pay for the repair kit.

So while I am puzzled that your experience was so much different, it is perfectly understandable, and I very seriously doubt that any change in their warranty or return policy is going to result in lessened product quality - they will still be selling a top-shelf product.

 

[gatewaysysop]

Unfortunately my suspicions were correct.
I was told the exact same thing the rep said by email.
So I started asking direct questions and found out some details:
They have changed their policy, due to people abusing the warranty system.
This has taken place within the last year.
Ratchet repair kits are no longer available to be sent out, except for defective new tools.
All kits are to only be purchased from distributors, no free replacements.

Unfortunate but unsurprising. I'm a bit of a pack rat when it comes to ratchet gut kits, I try to keep 1 or 2 on hand for my most used ratchets, especially if they're something no longer in production (Craftsman RHFT for example) or just plain difficult to obtain (Wright), or both (Proto "Big Dawg").

Honestly, I think the Wright kits were among the most expensive to acquire on eBay. That kind of premium pricing no doubt leads to bad actors faking a broken ratchet so they can acquire free product to flip. People rave about the wonders of "just take a pic and brand X will send you a replacement, no questions asked" and then they're surprised the gravy runs out and we find ourselves here.

My issue isn't that they won't send the kit out for free, I don't blame them at this point. But that they now pull the same **** as Cornwell and refuse to even sell you a kit through corporate, that is frustrating. If you used to mail them out for free, why, oh why, can you not still mail them out and charge for it? When I see companies ******* off customers and turning down revenue that literally came to their doorstep, it makes me wonder about their priorities.

 

[rust in the eye]

Well guys, I called this morning.
A nice woman answered the phone instead of some recorded message. Thats appreciated.

Unfortunately my suspicions were correct.
I was told the exact same thing the rep said by email.
So I started asking direct questions and found out some details:
They have changed their policy, due to people abusing the warranty system.
This has taken place within the last year.
Ratchet repair kits are no longer available to be sent out, except for defective new tools.
All kits are to only be purchased from distributors, no free replacements.

I did let her know we were discussing this on GJ, which she had never heard of.

I’m not sure how this will affect other tools, but I wouldnt be surprised if they are cracking down across the board.

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.

 

[finn]

Thanks for the update. Disappointing to hear, and doesn’t really make a whole lot of sense to me. How does one “abuse” a warranty for a ratchet? Are there enough people putting cheater pipes on their Wright ratchets to be noticed by the manufacturer?

I’d rather have them raise their prices 5-10% and keep sending out the repair kits than to welsh on the warranty like this.

Pretty sure he said the ratchet still functioned. He noticed chipped teeth when he disassembled it.

That wouldn’t qualify for warranty. Might not be pretty, but if it still works, why would they warranty it?

 

[3baygarage]

What about sending it in to Wright for repair? Not offered?

 

[3baygarage]

I think of the loads of S-K kits for sale on eBay for a long time.

 

[Davefr]

Well guys, I called this morning.
A nice woman answered the phone instead of some recorded message. Thats appreciated.

Unfortunately my suspicions were correct.
I was told the exact same thing the rep said by email.
So I started asking direct questions and found out some details:
They have changed their policy, due to people abusing the warranty system.
This has taken place within the last year.
Ratchet repair kits are no longer available to be sent out, except for defective new tools.
All kits are to only be purchased from distributors, no free replacements.

I did let her know we were discussing this on GJ, which she had never heard of.

I’m not sure how this will affect other tools, but I wouldnt be surprised if they are cracking down across the board.

Than I would have responded with, "I have a defective ratchet that I'd like replaced per your written warranty." (Assuming is was a defect and not normal wear.)

For as long as you own it, any product manufactured by Wright Tool which fails to render service due to defect in workmanship or materials will be replaced at no charge

 

[mreisner]

Unfortunate but unsurprising. I'm a bit of a pack rat when it comes to ratchet gut kits, I try to keep 1 or 2 on hand for my most used ratchets, especially if they're something no longer in production (Craftsman RHFT for example) or just plain difficult to obtain (Wright), or both (Proto "Big Dawg").

Honestly, I think the Wright kits were among the most expensive to acquire on eBay. That kind of premium pricing no doubt leads to bad actors faking a broken ratchet so they can acquire free product to flip. People rave about the wonders of "just take a pic and brand X will send you a replacement, no questions asked" and then they're surprised the gravy runs out and we find ourselves here.

My issue isn't that they won't send the kit out for free, I don't blame them at this point. But that they now pull the same **** as Cornwell and refuse to even sell you a kit through corporate, that is frustrating. If you used to mail them out for free, why, oh why, can you not still mail them out and charge for it? When I see companies ******* off customers and turning down revenue that literally came to their doorstep, it makes me wonder about their priorities.

A lot of it may be that they're not set up to collect sales tax since they don't sell retail and since the laws have changed for online sales tax collection and there is myriad different taxing districts it would make sense to have a retail outlet handle it. Not that it makes it **** any less.

 

[freudianfloyd]

I wonder if it is just a case of which customer service rep. responded to your inquiry. I have heard people complain about warranties on Snap on tools when emailing them instead of taking them to a sales rep, and being denied, but I have had good luck getting free rebuild kits and even replacements on tools I have specifically said I was not the original purchaser on. I've even had the military contract ratchets rebuilt free of charge, and I am just a DIYer. I would bet if you got a different rep, your outcome would probably be different.

 

[four.cycle]

and refuse to even sell you a kit through corporate

^ most likely would be violating their sales agreements with their customers.

 

[KnurledNut]

What about sending it in to Wright for repair? Not offered?

Not offered.
That would probably be an effective way to handle these ratchet warranties though. MAC and Cornwell both have let me send them items and they sent replacements. I paid shipping there and they covered it sending back. If Wright offered that, I would definitely send it in. That would also help field obvious abuse.

 

[rooster59]

Harbor Fright, Husky, and Autozone Duralast, new ratchet no problemo.

 

[Wrench97]

I couldn’t make hide nor hair of it. Glad your experience was better. Maybe I got Grumpy George who couldnt be bothered instead of Happy Henry that fulfilled your request.


Our industrial supplier had an impressive well stocked Wright display. It was a pity to see that go. They sold very well.


This was sold through a public B&M industrial channel so not the case here.


Wright warranty states:
“Therefore, for as long as you own it, any product manufactured by Wright Tool which fails to render service due to defect in workmanship or materials will be replaced at no charge.” (https://www.wrighttool.com/support)

The ratchet I inquired about had some of the teeth fail under normal use. The cost is irrelevant here. Did they stand behind their product and stated support? In this case, I would say no. They couldnt even be bothered to look up another authorized distributor for me.
As I stated in my original post, I’m not here to bash Wright. I like their tools and own several. Just disappointed in how the customer service rep handled this case. He may have just made a bad call or evaluated incorrectly. But its also possible Wright is tightening up their belt a little.





I wondered the same.


This is a common ratchet produced and sold every day. I would find this unlikely. They are probably sitting on hundreds if not thousands of kits. They manufacture the parts in house.


When it comes to ratchets, I agree.
Plus, it would be far more beneficial for them if I was here posting about how much I appreciate Wright hooking me up with a repair kit instead of this.


I hope they treat the next guy better. Thanks for your input.

Email him back and ask him what the warranty is
on that ratchet.