Mike Wren's "Satisfaction Guarantee" Policy

[dede2897234]

I spoke to Mike Wren last night and he told me about his "satisfaction guarantee" policy. Mike seems like a stand up guy from my conversation with him as well as the treatment of his customers on this board. Sears has a "satisfaction guarantee" policy too. However recently, I had to raise a big stink with the store manager for the store to honor it. A year or two years ago, I purchased this item from Sears: http://www.sears.com/shc/s/p_10153_12605_00947476000P?vName=Tools&keyword=swivel+screwdriver. It's a swivel screwdriver. I was not satisfied with the tool because it is hard to maintain an angle on tip when loosening a tight screw during a repair. Unfortunately, I did not keep the receipt. The salesman at the store insisted on exchanging my used screwdriver for a new one. I wanted store credit since I did not have a receipt. I raised a big stink in the store with the salesman and then the manager until I got my store credit. I felt that if Sears still stands by their over 100 year old moto "Satisfaction or Your Money Back", it should honor the policy. Going back to Mike Wren, has anyone on this board purchased from him a Toptul hand or power tool that was not satisfied with it? If yes, did Mike cut you a check for the full purchase price plus shipping fee?

Thanks,

Dave

 

[Diesel_Crawler]

The reason its like that, is because people have abused sears SO SO much, Use it bring it back or what not. Don't blame them, they are changing to deal with the ever growing population of idiots.

 

[Merkava_4]

How did Mrs. E-tek wind up in your avatar?

 

[Hiball]

All this over a 12 dollar swivel Screwdriver? Did i just say Swivel Screwdriver? Wtf.

 

[dede2897234]

The swivel screwdriver I returned to Sears about a month ago was in used but in good condition. There was no evidence of abuse associated with the tool. I just got tired of owning a tool that was impractical and poorly engineered to loosen screws at different angles. I understand that many individuals have taken advantage of Sears over time by returning abused or flea market tools back to them for exchanges. However, I did not feel that I abused the screwdriver. The manager did not raise the issue of tool abuse when I pleaded my case to her for a store credit. I understand the screwdriver is worth only $12. However, with me, it was a matter of principle to argue with the manager until she honored the store policy of "Satisfaction or Your Money Back". Sears is in such a financial mess partly due to management no longer stressing to its employees to provide great customer service.

 

[Hiball]

Sears store policy is as follows, "Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your receipt within 90 days of your purchase" Theres 2 sides to every story and as you now know the manager was right but after your raised a "Big" stink over a 12 dollar swivel screwdriver he probably decided it wasnt worth 12 dollars to allow a customer to leave unhappy. There are reasons that receipts are required for Store credit, Refunds etc... Especially at Sears who has a Sale every week sometimes 40 to 50 percent off. I expect if the item was of larger value you would have walked out of there with your non defective badly designed screwdriver.

 

[FNFS2000]

I wouldn't write that long of a story if someone paid me $12

 

[Merkava_4]

Give my regards to Mrs. E-tek.

 

[06wt]

I thought that this thread was goint to be about toptul and Mike Wren? As i have been looking at toptul's stuff for some time now and thinking about trying it out.

 

[MAD]

I really like that swivel screwdriver!

You can adjust the locking collar to allow a wide range of flex in the joint so it is only as loose as you need it to be. If you only need a few degrees of flex you just back the collar off a little bit from the straight locked position. I have only used mine a few times, but it worked well for me. The one thing that would make it even better would be to have a locking bit holder rather than a magnetic tip. I recall, there were times where when using a 5/16" nut driver bit on hose clamps, where the nut driver bit would detach from the driver and stay on the hose clamp when I pulled it away.

As far as Mike Wren is concerned, he seems like a nice guy and a savvy businessman with his eye on the long term. I have not bought anything from him as of yet though.

 

[Hiball]

I thought that this thread was goint to be about toptul and Mike Wren? As i have been looking at toptul's stuff for some time now and thinking about trying it out.

It was initiated as a question about Mikes "Satisfactory Gurantee" And this is my opinion only but i dont think any Tool dealer should sell a tool then 1-2 years later the consumer decide that its not working quite right so without receipt he tries and essentially get a refund without proof of purchase or Price. Ive purchased tools from mike and ive been nothing but happy with my tools and Mikes customer service. He might allow people to buy tools at flea markets... I mean from Wren tools and without proof of purchase give them a full refund plus shipping but that doesnt make it right.

 

[06wt]

Hiball Im with you on the screwdriver, and thanks for your reply i hear nothing but good things about toptul and Mike wren.

 

[Diesel_Crawler]

Lol i come back today and this thread is still here

In the time you took to type all that out you could have picked up and returned enough pop bottles to pay for the screw driver.

As for Mike "Satisfaction Guarantee" It need not even be questioned in the least as its 100%

 

[Major Ramifications]

Sears is in such a financial mess partly due to management no longer stressing to its employees to provide great customer service.

I think that much of the mess is caused by people thinking that they can return something long after they bought it and used it and get something else.
Try buying a new car or a new house and returning it for a comparable replacement a couple of years later with no receipt.

 

[35mastr]

Wow,All that wind over 12 bucks. I would have just chucked it. If it was all that bad.

 

[FNFS2000]

Looks like a special purpose tool that you would use once for that hard to reach screw half covered by an obstruction, definitely not an everyday use item. anything that bends is not going to be useful unless you need something to well bend...(or swivel)

I've had no dealings with Toptul, but from all I hear his service is top notch. I just hope he doesn't have too many people abusing his kindness. A problem with tool sellers having easy return policys is some customers abuse them as tool rental stores with free rent...

 

[dkcase]

Give my regards to Mrs. E-tek.

Home Improvement. Tool Time's Heidi.