MAC Tools Warranty

[XxToolAholicxX]

Called MAC tools today and I was in need of two repair kits for XR8 3/8 drive and a MR5 1/4 drive ratchets. Spoke to a lady first she had to find out if they were under warranty and they were. She said that they were backordered till August 5th. And needed a credit card number and stated that it will be charged when the kits were shipped out at the price of $16.09 each. If I wanted them repaired and warranted I had to ship them to MAC. If not repairable they would be replaced. I told her that the handles were in good condition and could be repaired with the kit. She Said NO. I dont want a cheap Taiwanese replacement for my USA made MAC. No more MAC for me. If I want MAC from now on I will go to WalMart and buy Stanley A lot cheaper and same thing.

Has anyone tried to warranty any MAC tools lately and what kind of BS they gave you. Tell us and share your experience with MAC Tools.


I am a Toolaholic,Sometimes I regret ,Especially when the tool man wont give me no credit

 

[jim1987]

Did you speak to the people in Columbus, Ohio? If call them. The repair kit will be sent free of charge. 6 months ago (?) I needed a repair kit for a vr15 ratchet. (Same line as your ratchets just 1/2 drive) 7 days later I jade it. I love my xr11. (Again same thing as yours just longer) it definitely is NOT anything close to what the Stanley stuff is at Walmart.) Even though its not fine tooth, its strong. I don't have my vr15 any more as I traded it and some other rats to a pawn shop for a shl80.

Hope you get this taken care off.

 

[Wamsutta]

I dont want a cheap Taiwanese replacement for my USA made MAC.

The MR5 and the XR8 are still very much made in the USA and will continue to be for the forceable future. They have new part numbers: MR5K and XR8K.

 

[1950mercury]

Mac hardline stuff is usa made, sockets,ratchets,screwdrivers, wrenches etc.

 

[George in Rancho Cordova]

They sent me a kit for a 1/4" ratchet with no question about ownership, saying it has a lifetime warranty.

 

[XxToolAholicxX]

They sent me a kit for a 1/4" ratchet with no question about ownership, saying it has a lifetime warranty.

How did you do that? Tell me please.


"I am a ToolAholic, Sometimes I regret it, Especially when the ToolMan give me no credit."- my life story dont steal it

 

[Wamsutta]

How did you do that? Tell me please.

He probably talked to a different person on the phone than you did. A lot of times that's all it takes.

 

[Skin]

He probably talked to a different person on the phone than you did. A lot of times that's all it takes.

Sounds like a new CSR if she had to check if a ratchet had a warranty. I've had really good experiences with both MAC and Stanley reps. Simply try again.

For what its worth call center support for all the brands is an area of the company that has very high turnover rates.

 

[Zeroek]

What do you do with sockets? Just send them in?

 

[atwageman]

What do you do with sockets? Just send them in?

With MAC, just send them in. The correct address is on the MAC website.

They've sent me ratchet rebuild kits, no questions asked. Other tools such as sockets and screwdrivers, I've mailed back and in less than 10 business days I've always had new replacements in hand.

 

[redwrench60]

I just called them last Tuesday about a combination wrench with a cracked box end fully expecting to ship it to them for warranty but the CS rep just told me she was sending me a replacement and to scrap the old one.

She took my name, address and the tool part number. It was on my doorstep yesterday. Easy as it gets. I've had other similar experiences prior to this. Mac's corporate customer service for me has been top notch. Their dealers on the other hand.......don't get me started.

 

[XxToolAholicxX]

I will call again on Monday and tell you guys what they say. Thanks to all for your help.






I am a Toolaholic,Sometimes I regret it,Especially when the toolman won't give me no credit.

 

[juicedapple463]

i've bought alot of mac over the yrs and have never had an issue with warranty on the truck

 

[Sonny2010]

They are pretty good about there warranties!

 

[Zeroek]

I know this is an old thread but just recently warrantied some stuff from Mac. Sent in 5 ratchets, some sockets and extensions. Instead of rebuilding the ratchets they gave me all new ratchets. 2 of the ratchets just had missing forward/reverse levers. The others were skipping and locked up. I've sent in twice and both times they have sent stuff back within a week and a few days. Mac does good with their warranties.

 

[Sam'sAutoParts]

yeah, not problems here either, with MAC or Stanley.

 

[warmpancakes]

i just got a box in the mail yesterday, Local MAC guy out here is a complete ********, he refused to warranty tools I bought from him saying they were too old, mailed them to mac they were warrantied no questions asked, they are on ebay right now as I wont buy anymore MAC because of the local rep

 

[Vinko]

I haven't done it in a few years. Maybe 2008-09 was the last time. But I had a pair of older snap ring pliers -- sent them in with a note and got a new pair back. I don't know the COO, but I thought the quality was pretty good compared to KD Tools. And for what I was using them for, as good or nearly so as my SO set. Things may've changed.

 

[Skin]

i just got a box in the mail yesterday, Local MAC guy out here is a complete ********, he refused to warranty tools I bought from him saying they were too old, mailed them to mac they were warrantied no questions asked, they are on ebay right now as I wont buy anymore MAC because of the local rep

I don't understand these types of responses. Its cutting off your nose to spite your face. MAC/Stanley has very friendly and helpful customer service and they seem to be moving in a good direction (domestic manufacture and asking for end user feedback) so why not support them? Its no fault of the tools that your dealer is bad. If you just want to spite your dealer you should buy more MAC so he gets an idea of his lost sales.

Rhetorical question but would you turn around tomorrow and sell your white EPIQ and all your Snap-On stuff if you got a new Snap-On guy that was a piss poor in customer service too?

 

[Triple macs]

Called MAC customer service today for an XR8 ratchet repair kit. The rep told me $18.95 for the kit. Before I could pay for the kit my cell phone dropped the call. Called back and got a different cs rep. She said it'll go out today no charge, covered by MAC's lifetime warranty. I guess it's the luck of the draw.

 

[Wamsutta]

Called MAC customer service today for an XR8 ratchet repair kit.

If you can get some of that Sealed Power assembly lube, the XR8 loves that stuff. They have it at the NAPA distribution store if you have one close by.

 

[Triple macs]

If you can get some of that Sealed Power assembly lube, the XR8 loves that stuff. They have it at the NAPA distribution store if you have one close by.

Good tip, I'll grab some. My Cornwells will probably benefit from it as well. I've got a soft spot for those 30 tooth classics.

 

[AmishFury]

Called MAC customer service today for an XR8 ratchet repair kit. The rep told me $18.95 for the kit. Before I could pay for the kit my cell phone dropped the call. Called back and got a different cs rep. She said it'll go out today no charge, covered by MAC's lifetime warranty. I guess it's the luck of the draw.

i emailed their customer service... this is what i got

Most hand ratchets have a lifetime repair warranty with them. If it is a hand ratchet, we send out the repair kits for them at no charge from Columbus Ohio. If you could send back this email with the part number of the ratchet and your full address and phone number I could send out the repair kit for it. Example: VR15 would have the repair kit VRRK-A, MR5 would take the MRRK-A. Thank you for contacting MAC Tools.

send them the info and now i shall await my repair kit

 

[CJM8515]

Dang. I dont have any broken mac stuff right now but this thread isnt inspiring confidence in their customer service.

I will say on a related note that I bought one of thsoe sunex kits that was on rebate and one of the sockets came very damaged like it left the factory with a giant ding and cracking cr-mo on it. Called and they sent it out right away no questions asked at all. had the same thing with snap on in the past as well, one phone call was all it took.

Perhaps when these idiots at mac refuse you need to ask to speak to a supervisor?

 

[stovebolt6]

Huh. I emailed MAC a while ago also asking for a repair kit for my XR8 ratchet. I left my mailing address and I got an email back the same day saying my request has been accepted. About two weeks later (I'm in Canada) a brand new XR8 ratchet arrived in the mail, for free. Even though I just asked for a repair kit (and with the intent to purchase it).

I have nothing bad to say about my experience.

 

[Skin]

Dang. I dont have any broken mac stuff right now but this thread isnt inspiring confidence in their customer service.

Perhaps when these idiots at mac refuse you need to ask to speak to a supervisor?

Try reading the thread before going off and calling CSR reps "idiots" (all of whom have been very pleasant and helpful in my experience). Basically all positive responses here other than the OPs initial contact.

 

[uglyjacko]

Huh. I emailed MAC a while ago also asking for a repair kit for my XR8 ratchet. I left my mailing address and I got an email back the same day saying my request has been accepted. About two weeks later (I'm in Canada) a brand new XR8 ratchet arrived in the mail, for free. Even though I just asked for a repair kit (and with the intent to purchase it).

I have nothing bad to say about my experience.

You ****

 

[CJM8515]

Try reading the thread before going off and calling CSR reps "idiots" (all of whom have been very pleasant and helpful in my experience). Basically all positive responses here other than the OPs initial contact.

Try not being a jerk. I read the thread more than one person complained of the same issue. Why do you care. Are you a csr?????

 

[Triple macs]

I've forwarded this thread to MAC. Maybe they can tighten up their cs and eliminate the inconsistent responses to ratchet rebuild kit requests.

 

[AmishFury]

Huh. I emailed MAC a while ago also asking for a repair kit for my XR8 ratchet. I left my mailing address and I got an email back the same day saying my request has been accepted. About two weeks later (I'm in Canada) a brand new XR8 ratchet arrived in the mail, for free. Even though I just asked for a repair kit (and with the intent to purchase it).

I have nothing bad to say about my experience.

i won't complain if a brand new ratchet shows up...

 

[Vinko]

Rhetorical question but would you turn around tomorrow and sell your white EPIQ and all your Snap-On stuff if you got a new Snap-On guy that was a piss poor in customer service too?

There were threads several years ago on here with people pissed off at SO for various reasons (I think at dealers they claimed weren't giving warranty service), and thus authors of these threads claimed they were selling their SO stuff in protest. I was puzzled too and don't know if it was just bluster or what.

 

[Vinko]

Try reading the thread before going off and calling CSR reps "idiots" (all of whom have been very pleasant and helpful in my experience). Basically all positive responses here other than the OPs initial contact.

exactly.