My first (and only) Cornwell warranty experience

[OldnSlo]

I thought it would be a simple call to corporate customer service for a ratchet repair kit. WRONG

Referred by email to the district manager. Called him, he cant help. Referred me to a truck route in my area. Called him, left a light detailed message

NO CALL BACK. 24 hrs later. Called again. After working through the detail of "did you get my voice mail" (No), his response was he doesn't listen to voice mails. FAIL

I've texted him the repair kit number, and lets hope he has good news in a few days when I return from the holidays.

 

[liliysdad]

Interesting. My one and only experience was mailing a 1/2” ratchet with peeling chrome to the address on the site, and having a brand new one in my hands a week later. Never spoke to anyone.

 

[Wamsutta]

I once warrantied a Cornwell 5/8 combination wrench. Boxed it up and sent it into corporate. No phone call. No warning that I was sending it in.

I remember including a strongly worded letter raking them over the coals for being a professional tool manufacturer and yet putting out a subpar product. It had a factory flaw of some kind. Can't remember the exact details. Knowing me, they probably had the box end broached off center.

One week later comes in the most perfect, flawless 5/8 combination wrench I've ever seen in my life.

 

[mikebaker1129]

OP you are going to have to mail it in.

 

[cherrybomb]

And detail your letter what you told us,and maybe Corporate would do some adjustments out in the field to improve their market share

 

[NitroExpress]

I don’t own much Cornwell but my experience was, as others have stated, send it to Cornwell. I bought a brand new ratchet that didn’t work properly from a Cornwell dealer who was a jerk. After lying several times about shipping me a rebuild kit I was ready to throw it in the garbage and be done with Cornwell. I decided to try calling Cornwell corporate and got through immediately to a friendly human who had me ship it to them. It was returned quickly and is a really great ratchet. I did have to add some Superlube as Cornwell seems to not believe in lubrication.

 

[NHtoolguy]

Cornwell replaced a 40+ year old dead blow hammer for me with little drama. I just shipped it to them and they promptly sent me a new one. I was pleased with their response.

 

[Lookin4'67Galaxieconv]

I was looking at buying a used Cornwell tool box several years ago that needed some new slides. After calling Cornwell and realizing what a clusterpuck it would be to get new slides, I passed on the box.

I did get a screaming deal on a Cornwell cart this past year. Everything is in excellent condition and really hoping I won't need any parts for it in the future.