MAC warranty without the truck?

[berusch]

Hi Fellas, proud to be here.

I have a MAC 3/8 ratchet that, from regular use, has given up the ghost. The place I work at is regularly serviced by Snap On, but has no service by MAC. So I jumped on the MAC website, which has some fairly ominous text regarding warrant work (bold sections are my emphasis):

Mac Tools warrants any of its manufactured products for the expected life of the product against deficiency in material or workmanship.

* All products returned must have an approved Work Order Authorization.
* Customer pays for shipping cost to Mac Tools Repair Facility.
* All returns require a valid credit card number on file before a Work Order Authorization is issued.
* Mac Tools will repair your tool to Manufacture Specifications and return your tool to you. Mac reserves the right to replace your tool if circumstances warrant replacement.
* You will be charged the Flat Rate price and Mac Tools will pay for shipping back to you.
* In the event the tool received falls under the manufactures warranty, it will be repaired and returned to you at no charge.
* In the event the tool received is damaged and cannot be repaired under the flat rate system, you will be notified via email with an estimate to repair or replace. You will have 30 days to accept or deny the estimate. If denied or there is not a response, your tool will be returned to you unassembled for safety reasons and your credit card will be charged for shipping the tool back to you.

Who's to say what 'expected life' of a ratchet is? Is a couple of years 'expected life'? I should sure hope not. Anyone else had to send a tool in to MAC for repair--and if so, what were the results?

Thanks
Ben

 

[Fedwrench]

There used to be a 1-800 customer service number on their website. I would call it, explain to them about your ratchet, and go from there. Mac used to send you a postage paid envelope that you would send them your broken tools in and they would send you new back. I guess they can't afford to do that anymore. Probably, too much warranty abuse from people buying broken **** trying to get new so, MAC tightened up the warranty claim process. You could always see if your servicing Snap on guy would take your broken Mac ratchet in on trade for a new F80 series ratchet.

 

[krusty the clown]

1-800-mactools

 

[berusch]

1-800-mactools

I saw the number and even called today even though I knew they'd be closed for the holiday (and they were). I was really wondering if anyone had feedback on the process from experience--IE was their tool fixed/replaced or not. If they're not going to warranty the tool, I'm not going to waste my time and money sending it to MAC, and like Fed says, I'll get a new one from my Snap On guy. I'm lucky to have a good Snap On guy, who immediately warrantied a socket for me a couple weeks ago because the chrome was peeling. A socket I bought from my last Snap On guy.

While I'm on the broken tool topic, those are the only 2 broken "truck" brand tools I've ever had. However, I've had multiple Craftsman tools fail. Some Sears warranty exchanges were fairly simple, but most were a PITA.

Ben

 

[krusty the clown]

While I'm on the broken tool topic, those are the only 2 broken "truck" brand tools I've ever had. However, I've had multiple Craftsman tools fail. Some Sears warranty exchanges were fairly simple, but most were a PITA.

Ben

here we go again..........

 

[berusch]

Not looking for any drama. So I'll add appropriate IMHO, YMMV, Just my $.02, Results will vary, By perscription only, Do not duplicate, Performed by professionals on a closed course, and Always follow directions and wear safety goggles.

 

[billymade]

I think allot of the extra info is relating to air tools; which would make sense that they would "repair" them under warranty. I emailed them about a air tool I have that is out of warranty and they gave me a $85 flat rate repair price. Hand tools on the other hand cannot be "repaired" per se aside from a rebuild kit in a ratchet or new metal shafts on a screwdriver; I haven't sent anything in yet. Others on this site have said they have had good experiences. I have a little box that I am packing as we speak and when I ship it out and get it back, I will report my experience. I think Mac has to be open to send in warranty item because of all the lawsuits they had and the heavy loss of their franchisees. We have not had a Mac tool guy in this town; I think for over 10 years! Maybe this is why: http://www.mactoolssuck.com/
By the way I have quite a few Mac tools so I don't have anything personally against them; my top/bottom rollaway is a Mac!

 

[Merkava_4]

Just box up the ratchet and send it in. You guys make too much of a big deal about these warrantee issues. I sent in my XR8PA in and promptly got a replacement ratchet sent out to me. If anyone needs the address to MAC, let me know and I'll go look it up.