Hand Tool Service & Warrantee Satisfaction SURVEY

[Bolster]

https://www.surveymonkey.com/s/MMQXCQD

I had a lot of help with this one. I'm not terribly familiar with service & warrantee issues so I appreciate the help. The options to the questions were suggested by the forum members. If you don't see an option here you want, then you must have missed the thread where I asked for your input...sad, but too late now. Maybe next year.

Important: To make it easy on myself, I just duplicated the same lists of tools into hardline vs. cordless/pneumatic questions. That will mean some lines in the questions won't make sense, because some mfg's don't make the type of tool asked about. When you see these lines, just SKIP them and go to the next. (Exampe: Wiha’s pneumatic or cordless electric tools...well to my knowledge, there aren’t any, so just SKIP that line of the question and go to the next.)

It's very important you SKIP any question where (1) you don't have direct experience with what the question's asking or (2) where the question is illogical or (3) the category is empty (ie, the mfgr doesn't make any). Thanks.

Parameters are set on this survey so you only get to answer the questionnaire once...we don't want one person flooding the survey with responses...but you can edit your answers until you are finished with the survey. Then no more editing is possible. Poll will run until answers start to die down. Then I'll publish results in a follow-on thread.

Have fun...thanks for participating...this should be educational...

https://www.surveymonkey.com/s/MMQXCQD

PS: For maximum accuracy, this poll SHOULD be taken after minimum 2-3 beers have been consumed ...

 

[Buckgnarly]

I'm on about 8 beers, so got that covered.......how about a survey of retailers like websites, mailorders, surplus places, ebay, CL, etc?.....

 

[Bolster]

Bumpity

 

[hofferwood]

Howdy Bolster,
Are you finding the results so far just a little weird?
What I mean is, lots of folks preach warranty (which is Good) vs the amount that have actually used it? (the warranty)
I have a good selection of the tools listed.
But I could only check 3 (from experience).
Guess I don't break enough stuff
Fun stuff
Chuck

oh-- I haven't had a beer in 6 years, that's why they're having trouble in Milwaukee.

 

[Bolster]

Actually, I think I'm burning-out the list, regarding surveys. Not a lot of response, compared to the wrench or ratchet surveys. Maybe I need to spread them out more, but I won't have the for-pay account at SurveyMonkey for too long, so I'm in a bind. (The free SurveyMonkey is about worthless.)

But what I'm seeing is not that many people answering...which is why I'm wondering if we're getting some burn-out.

The other running survey, the follow-up ratchets survey, is also getting low numbers...hardly worth the trouble of making the survey...! People were really bent out of shape that particular ratchets weren't represented, but when I make a poll that includes them...low numbers. Next time people complain about a particular brand not being included, I think I'll just ignore the complaints.

I hope we can keep THIS survey open and people contributing, because I think service is probably one of the more important topics for pro wrenchers. I'm not a pro wrencher myself, so didn't have a whole lot to add. My only contribution was that Proto warrantee has been excellent for me.

Just 25 people taken it so far...

 

[kams1973]

Service and warranty are discussed often when a fellow GJ'er is asking advice about tools, but it seems it may not be all that important to people on this board. Hopefully the responses to the survey will pick up and make me eat this post.

 

[Bolster]

Sloooowly making progress, up to 30 people responding now...thanks to those who have!!

 

[davidj]

just did it. I haven't had to warranty many tools. the only one that was a giant cluster was husky and thats just because the employees had no clue what was going on... had a good experience with snap on customer service and craftsman they know the drill at sears.

 

[SMKS]

Completed.

 

[GeorgiaHybrid]

You didn't agree to share your BBQ gopher....Why should I answer your survey?? Now if you would be willing to part with two tiny little tenderloins.....

 

[Coach James]

Just did both surveys. Only warrenty I have ever done was a couple C-man screwdrivers and they went fine.

Coach

 

[Bolster]

Hey now we're makin progress...48 responses, thanks guys. Always hate to read a survey that has less than 50 people responding so we'll soon meet bare bones minimum.

I see Georgia is still holding out for a shank of my famous BBQ gopher...well Georgia, I actually have two traps down the hole this evening, and if I'm lucky, maybe I'll make soma my renowned Gopher jerky and swap you even stephen for answering my survey...although I'm afraid it might start an unsustainable precedent...I don't think I can pay off all these other fellers with Gopher, ain't enough to go round.

 

[Bolster]

Oy, 12 hrs later and only +2 people. Up to 50. Anyone else?

 

[hammergodthor]

Great survey! I thought the "service or warranty experience" was a bit ambiguous, though. I would have broken it up into two different catagories; "have you used it" and "have you warrantied it." Two totally different answers IMO.

I could have terrible a terrible tool with good warranty (HF for instance), or I could have a great tool with a jerk rep./warranty experience (Snap On, Sears, Lowes, etc.). So how do I classify that? Other tools I haven't broken and thus needed to warratanty, like Channellock. Did I miss something in a post or discussion a day or two ago?

I ended up averaging my experiences and answering that way.

Great survey though!!!

 

[GeorgiaHybrid]

Hey now we're makin progress...48 responses, thanks guys. Always hate to read a survey that has less than 50 people responding so we'll soon meet bare bones minimum.

I see Georgia is still holding out for a shank of my famous BBQ gopher...well Georgia, I actually have two traps down the hole this evening, and if I'm lucky, maybe I'll make soma my renowned Gopher jerky and swap you even stephen for answering my survey...although I'm afraid it might start an unsustainable precedent...I don't think I can pay off all these other fellers with Gopher, ain't enough to go round.

Well,

I took the survey on good faith..... Will expect gopher jerky in the mail soonest....

 

[Bolster]

Great survey! I thought the "service or warranty experience" was a bit ambiguous, though...

Thanks for the kudos. The numbers are indicating that people generally are not confused by the question...people appear to be rating the service / warranty (which is correct), not the quality of the tool. And that's exactly what the survey's asking for.

Why do I think people aren't confused? Craftsman & Pittsburgh are rated really high! Whereas Wiha, Beta and Gedore are rated low. (Wiha, Beta, and Gedore are high quality tools...Cman and Pburgh are what they are.)

Thanks for taking the survey. We're up to 56 now.

Very excited about this survey. I think this one will yield some genuinely useful (although controversial, I'm sure) data.

 

[Bolster]

Totally surprised at the current top rated store brand for service/warrantee...maybe you guys won't be. Just a tool brand I've never shopped. Think I'll start!

Georgia: Raining like crazy here today. No smoke house jerky possible. You OK with boiled gopher instead?

 

[GeorgiaHybrid]

Georgia: Raining like crazy here today. No smoke house jerky possible. You OK with boiled gopher instead?

I'll wait for dry weather. Boiling em makes them a little sticky. They get good and chewy when dried into jerky though. You like yours with a lot of pepper?

 

[Bolster]

63 replies...rolling along. Thanks guys! Keep em coming.

I see the thread on handcleaner has 6x the views of this one...so I guess this poll is not so popular.

On a poll like this I like to get 100 at least but we may not make it. I was hoping to wrap this poll up over the weekend.

 

[hammergodthor]

I see the thread on handcleaner has 6x the views of this one...so I guess this poll is not so popular.

That thread is 15 days old too.

Edit: people have had much more time to view/comment.

 

[Bolster]

Hump week bump...69 responses so far...we need 100...

 

[Bolster]

Weekend bump...trying to achieve our 100 if possible...

 

[bobemmerich]

I was only able to respond to one because I've never had to return any of my tools for service. I figure either I'm using them correctly, or not enough...

 

[hofferwood]

Weekend bump...trying to achieve our 100 if possible...

Let's see
Threads: 92,460, Posts: 1,387,526, Members: 76,833, Active Members: 13,898

Ya'd think yud get a hunneret jump backs

EX: I just bought a Gold plated, manual, semi-automatic, motorized, left-handed, post-hole digger!!!

Question #1: How much did ya give fer it?
Question B: Whut kinda warrantee??

I'm Just Sayin'
Chuck

 

[kams1973]

Let's see
Threads: 92,460, Posts: 1,387,526, Members: 76,833, Active Members: 13,898

Ya'd think yud get a hunneret jump backs

EX: I just bought a Gold plated, manual, semi-automatic, motorized, left-handed, post-hole digger!!!

Question #1: How much did ya give fer it?
Question B: Whut kinda warrantee??

I'm Just Sayin'
Chuck

 

[kc-steve]

Weekend bump...trying to achieve our 100 if possible...

Okay, so you wouldn't listen to my poll suggestion "engine oil brands, screwdrivers, cordless drills, etc."

My own case for warranty usage might be the norm. I have never used it. I ALMOST did when I thought better of taking a dirty V-series ratchet back to Sears for exchange for a newer one. Just sayin'.

Come to think of it, I have taken tools back to Harbor Freight, but that's expected.

Steve

 

[Bolster]

Okay, so you wouldn't listen to my poll suggestion "engine oil brands, screwdrivers, cordless drills, etc."

Hey hey now! Yes I did, I have a screwdriver poll ready to roll...BUT...I think GJ has turned on me regarding polls...previous polls blasted up to good numbers quickly...now I am on my knees, pleading, every couple of days, "Please take the poll!"

Especially with this service poll...this one is going to actually hurt the pocketbooks of poor performers...so I don't want to be careless or publish on data that's too low in numbers to be stable.

Future polls? Too much solicitation for my taste. If people don't want to take the polls, I don't want to make them. If I can get this poll and the new ratchets poll up to decent numbers, I'm calling it quits for awhile. I think that GJ is just "polled out" for the time being. Give people some time to rest up.

But after lots of bumping...this poll is now up to 84...I think we're gonna make that 100! People will be so sick of me asking, by the time it's done, I'll probably be banned...!

https://www.surveymonkey.com/s/MMQXCQD

 

[Bolster]

EX: I just bought a Gold plated, manual, semi-automatic, motorized, left-handed, post-hole digger!!!

Question #1: How much did ya give fer it?
Question B: Whut kinda warrantee??

https://www.surveymonkey.com/s/MMQXCQD

https://www.surveymonkey.com/s/MMQXCQD

https://www.surveymonkey.com/s/MMQXCQD

 

[Bolster]

Now 86 responses, with 612 views.

The follow up ratchet survey is dead in the water with 27 responses.

Compare these numbers to the original ratchet survey, 227 responses and 1060 views.

 

[Bolster]

Weekend bump...we're getting close to our goal, now have 89. Just need 11 more!

 

[pcpro15]

Weekend bump...we're getting close to our goal, now have 89. Just need 11 more!

Make that 10 more to go.

 

[plinker]

Make that 9 more.

When do we get to see the results?

 

[Bolster]

When do we get to see the results?

After 100 people take the survey. We're close. We need 7 more.

 

[ajchien]

I wish I could retake the poll, adding more input since I took it.

 

[Bolster]

We're at 96! Four more and we'll call it a wrap.

 

[moronmountain]

Yeah I would only take the survey if it separated Snap-on into 2 categories, online CS and driver CS. Online is the best warranty CS on the planet, the driver/s I've had to deal with are the worst.