No more Craftsman over the counter?

[KaHuNaZ]

I picked up the 309pc last month and the 1/4in ratchet was broken and a 1/4in 5mm deep socket was tooled wrong. I picked up some socket organizers yesterday and the 5mm socket would not go on. I looked at the bottom and it was kind of star shaped instead of square. while I was messing with that socket, I noticed that the ratchet was not engaging in either direction.

Anyways I brought them into sears and the lady told me to go pick out another socket off the shelf while another girl was calling in about the ratchet. She handed me the new socket and a receipt and I was waiting for the other girl to get my ratchet. She got off the phone and told me that I would be receiving a replacement ratchet in the mail. I asked if she could just replace it here and she told me they don't do over the counter replacements anymore. I walked out the door surprised and disappointed then as I was driving away I thought about the socket they just "replaced over the counter". Has anyone heard anything about this new policy?

 

[Brownsfan]

Just an FYI. If you would have grabbed one of a peg hook you would have replaced that USA made ratchet with one made in China. They could have at least rebuilt it for you. I have also not heard of this policy

 

[R-C]

The China one I replaced my USA with was better anyways.

I haven't heard of it. I'm the only one at my shop that commits to the city, and they replace anything I tell them to.

 

[plinker]

Depends on how lazy the counter person wants to be based on my experiance. I doubt it's new policy.

 

[chipper]

I picked up the 309pc last month and the 1/4in ratchet was broken and a 1/4in 5mm deep socket was tooled wrong. I picked up some socket organizers yesterday and the 5mm socket would not go on. I looked at the bottom and it was kind of star shaped instead of square. while I was messing with that socket, I noticed that the ratchet was not engaging in either direction.

Anyways I brought them into sears and the lady told me to go pick out another socket off the shelf while another girl was calling in about the ratchet. She handed me the new socket and a receipt and I was waiting for the other girl to get my ratchet. She got off the phone and told me that I would be receiving a replacement ratchet in the mail. I asked if she could just replace it here and she told me they don't do over the counter replacements anymore. I walked out the door surprised and disappointed then as I was driving away I thought about the socket they just "replaced over the counter". Has anyone heard anything about this new policy?

I was just in there today and the man in front of me was warrantying a 1/4 rachet the whole quick release was gone the clerk punched it in and it took about 60. seconds the clerk even asked him if he wanted his old back but that mighrt have been a joke

 

[KaHuNaZ]

Just an FYI. If you would have grabbed one of a peg hook you would have replaced that USA made ratchet with one made in China. They could have at least rebuilt it for you. I have also not heard of this policy

They are probably going to send me a chinese one in the mail anyways right?
I opened the ratchet to see if it just needed to be lubed. It looks like the hole that the spring goes in was drilled at too much of an angle and it was binding the spring. I don't think that one could be rebuilt.

 

[Conductor562]

The China one I replaced my USA with was better anyways.

How so?

We've had a lot of feedback on the Chinese RP's and you're the first one I've noticed saying they were better.

 

[blackz26]

I've never had thus problem unless it was out of stock. Even Kmart will do exact swaps..

 

[Brownsfan]

They are probably going to send me a chinese one in the mail anyways right?
I opened the ratchet to see if it just needed to be lubed. It looks like the hole that the spring goes in was drilled at too much of an angle and it was binding the spring. I don't think that one could be rebuilt.

Thats why I would have asked for a rebuild. Or buy a small 1/4 drive set take the ratchet out of that and return it and tell them it was defective. I just would not accept a Chineese replacement when I payed for a USA made tool

 

[mashguy4077]

I've never had thus problem unless it was out of stock. Even Kmart will do exact swaps..

That's great to know.

 

[blackz26]

That's great to know.

But....

Most kmarts don't have a full line, and won't crack open anything. Or carry evolve only.. 50/50

 

[ezzzzzzz]

Craftsman long ago let quality fall to the wayside. Bean counters have decimated their quality. They survive on namesake alone. Funny, I have loads of ratchets of various makes. Every time I open that drawer I find myself pushing the craftsman **** to the side to grab a no-name ratchet with superior feel and performance.

 

[ssentt]

Other Craftsman Hand Tools labeled HAND TOOL FULL WARRANTY in warranty header.

CRAFTSMAN HAND TOOL FULL WARRANTY
If this Craftsman hand tool ever fails to provide complete satisfaction, it will be repaired or replaced free of charge. This warranty does not cover expendable parts that can wear out from normal use within the warranty period.

WARRANTY SERVICE
To obtain warranty coverage, return the product to the retailer from which it was purchased for free repair or replacement if repair is unavailable.

That warranty doesn't say " replacement mailed to you at a later date if repair is unavailable. " The old saying sqeaky wheel gets the grease might have helped you get the replacement right then. I would have asked for the manager and raise some stink then and there. What if you needed that ratchet today to finish a repair?

 

[SMKS]

I picked up the 309pc last month and the 1/4in ratchet was broken and a 1/4in 5mm deep socket was tooled wrong.

Your tool set should include a packing list. They usually specifically say not to go back to the store and to call the number on the packing list.

WARRANTY SERVICE
To obtain warranty coverage, return the product to the retailer from which it was purchased for free repair or replacement if repair is unavailable.

That warranty doesn't say " replacement mailed to you at a later date if repair is unavailable. "

It also doesn't say "free repair or replacement over the counter that exact second." Mailing a replacement item seems to fulfill the warranty terms, IMO.

I've had things mailed to me before that they didn't have in stock.

To the OP -
Did they have your ratchet in stock?

 

[archirelic]

So you registered and made your first post/thread about this?

 

[ssentt]

If I buy a set off the floor/shelf I go back to the store. If I have it shipped to the store or to my home I call the invoice phone # I've had missing sockets before and replaced those thru the mail, but if the ratchet was broke in the set I think the store should replace it. IMO

I do see your point though stephen.

 

[KaHuNaZ]

Your tool set should include a packing list. They usually specifically say not to go back to the store and to call the number on the packing list.

To the OP -
Did they have your ratchet in stock?

This is what it says on my packing list
Full Unlimited Warranty On Craftsman Mechanics Tools
If any Craftsman Hand tool ever fails to give complete satisfaction, return it to any sears store or other Craftsman Outlet in the Unites States for free repair or replacement.


Yes. I noticed the ratchet on the shelf as I was picking out the 5mm socket. I might have pushed the issue, but I have 3 other 1/4in ratchets and the girl already placed the order on the phone. I had assumed that she was talking with someone in the back or something. Hopefully this is not a new policy on hand tools as is pretty much the main reason I like craftsman.
I have a 1/4" Kobalt set I picked up that pretty much blows the craftsman away in quality.

 

[KaHuNaZ]

So you registered and made your first post/thread about this?

Yes. I figured I have lurked around GJ for long enough. what should my first post have been about?

 

[Conductor562]

Yes. I figured I have lurked around GJ for long enough. what should my first post have been about?

If not a simple introduction, then certainly PVC air lines

 

[ihateminimumwage]

So you registered and made your first post/thread about this?

I think if anyone has anything negative to look up Craftsman-wise on the internet, this will be the first website that pops up. Why wouldn't he start here?

 

[SMKS]

This is what it says on my packing list
Full Unlimited Warranty On Craftsman Mechanics Tools
If any Craftsman Hand tool ever fails to give complete satisfaction, return it to any sears store or other Craftsman Outlet in the Unites States for free repair or replacement.

I didn't say it doesn't include the warranty.

Your set should include a packing list like this. This is the list for the 309 piece set:
http://c.shld.net/assets/misc/spin_prod_540682101.pdf

Notice this. Not all sets have the stop sign, but they should all have this same wording at the top. The number is directly to Apex Tools. They should send you any replacements from the set you need:

 

[Kurt4440]

If not a simple introduction, then certainly PVC air lines

6 point vs. 12 point should also be in the running.

 

[E.Marquez]

The only time I had to wait on a replacement was when the new 84 tooth ratchet came out... my 1/4 drive one had a selector issue, I bought it on line as the store did not have any yet..when it went bad a week after arrival, the store had non to exchange.. I was sent one in the mail...as it was delayed in transit (unknown to me) I went to the store several weeks later (still no ratchet had arrived) and the local store had one on site... then exchanged it immediately. The next day the one in the mail arrived....

Called Customer service .. they said keep the second one, it was not worth it to send a call tag... who was I to complain. Three weeks to get a replacement, but I got a two for one deal.

 

[Conductor562]

6 point vs. 12 point should also be in the running.

Or a Craftsman bashing......oh, wait a second

 

[CTyankee]

I went to replace a ratchet about a month ago. Brought it to the counter and the girl said I had to take a rebuilt one in exchange. She gave me 2 to pick from. both looked like they had been dragged behind a car for a few miles. I said no...just rebuild mine. She said no we can't do that. I left.

Saw a thread here that said go take one off the shelf and bring it to the counter with the broken one. Went back the next week and did this with the the same girl standing right next to the guy who processed the transition. She never said a word. Go figure.

 

[AV tinker er]

I took a 3/8 ratchet in and the rebuilt it for me on the spot. Also during the same trip I wanted to exchange a 3/8 breaker bar that had one of the tongues bent, the guy said he could bend it back if I wanted....

 

[kunkernator]

Hmmmm, let's see. I warrantied a punch about 6 months ago. Sears did not have it in stock, so they would mail it to me. After going in about once a month to complain, 6 months later I have not received a punch........

 

[CTyankee]

I took a 3/8 ratchet in and the rebuilt it for me on the spot. Also during the same trip I wanted to exchange a 3/8 breaker bar that had one of the tongues bent, the guy said he could bend it back if I wanted....

WTF? These places aren't individually owned f'ing franchises. Come up with a standard policy....new, rebuilt, mail-in, no replacement, whatever...and put out a memo to all the stores...Then have them FOLLOW it. I personally don't give a rats *** what the policy is...I just think it should be the SAME everywhere.

I can see now how these threads turn into Craftsman/Sears bashing...

 

[77thor]

I've been looking at that set. But I wasn't happy to hear all the issues you had with it...
currently it is priced online at $199.99 (if you join the Craftsman Club) with FREE shipping/pick-up
which is a savings of $200... So I think it is still "worth it".

http://www.sears.com/craftsman-309-...ockType=G1&PDP_REDIRECT=false&s_tnt=39869:4:0

 

[mmack66]

How so?

We've had a lot of feedback on the Chinese RP's and you're the first one I've noticed saying they were better.

For starters, it might work right out of the box.

 

[NC-Fordguy]

How so?

We've had a lot of feedback on the Chinese RP's and you're the first one I've noticed saying they were better.

The outsourced ratchets are indeed improved. The reversing lever is once again made of metal rather than the plastic ones found in the last generation of USA Made ratchets.

The last generation of USA sourced ratchets would at times auto reverse. This was due to the rounded area of the gear where the detent ball would occupy. The outsourced gear has a "V" design like the older made in the USA ratchets that didn't auto reverse.

The feedback here on this forum IMO is based more on emotional responses rather than actual facts. While I too dislike another product being outsourced, I'm more interested in truth rather than fiction.

 

[bowmard]

Craftsman long ago let quality fall to the wayside. Bean counters have decimated their quality. They survive on namesake alone. Funny, I have loads of ratchets of various makes. Every time I open that drawer I find myself pushing the craftsman **** to the side to grab a no-name ratchet with superior feel and performance.

I think the Sears marketing types probably realize that they have lost the "professional user" market and are relying solely on the average homeowner, and possibly the occasional mechanic to keep the tool sales afloat. The Industrial and Profesional Craftsman lines were/are decent but I think you need somebody beating on the doors of possible user's facilities to get sales established and solidified. Sears has no route salesmen so without an effective marketing campaign strategy they're losing more market share. In my humble opinion that's one reason why Snap-on dominates even though their product is so expensive. The Snap-on man is beating the bushes and generating sales. Would I be incorrect in saying Snap-on credit is another reason they do well?

Just my 2 cents.

 

[lunkhead]

Maybe I can help, I have in my possession a full page add that I cut out of our local newspaper on March 13 1989. This is a full page add form Sears and it says

No ifs, and or buts,
no hassles, no gimmicks,
no fine print, no strings attached,
no exceptions.
when we say
Satisfaction Guaranteed
or your money back
we mean it
this has been our way of doing business for over a hundred years, and it always will be.


whenever I have trouble with those people at that nice sears store I just bring in this ad and start flashing it around loudly and I always get taken care of immediately.
this ad appeared Monday March 13, 1989. The name of the newspaper that I got it from is Argus Leader, Sioux Falls SD. Don't know if it appeared in other papers but it probably did as Sears usually did everything nationwide.
Do a little searching of local archives, maybe if not in the computer try your local library, some of them save things on microfiche.

 

[jmm]

Don't have much experience here, but I was out of hunting parts when an extension of mine lost its retention ball. Ace was close so I stopped in. I was told they'd mail it to me even though they had the extension I wanted in stock. Annoying, but it was quick and worked just fine for me.

Next time I warrantied I went to Sears and asked the manager about this; he said it's a common policy for smaller stores that aren't stocked as well as the larger stores.

 

[EJM02]

Old thread revival..

Today I walked into Sears with my torque wrench. The ratched head gave way and wouldn't engage in either direction. I thought about taking it apart with the allen head but quickly realized that I didn't have any replacement parts to fix it anyway.

Long story short... the guy at sears Just grabbed me a new one off the shelf. When I showed him the broken wrench, his exact words were "ah man, I ain't even gonna F*** with it, chill for a slip". I understood most of what he said until the "slip" part. But I substituted that for "a second sir."

Manners aside, the bummer is that my old one said Made in USA and the new one states "china" on the packaging. It was a hard pill to swallow. I almost chose to walk out of there with my old one and wait for, something.

 

[Loscaldazar]

I've had no problem warrantying things there. Had a 5MM socket bought brand new I warrantied (improperly machined) and was handed a replacement right away. Just warrantied my craftsman tape measure yesterday (CM makes no more tape measures) so they replaced it with a longer, thicker blade stanley one that was made in the USA. Pleased on both fronts.