No More Craftsman Ratchet Replacement??

[Ru2slo_99]

I went to Sears last night and the saleman at the tool counter was wearing rubber gloves. My wife and I thought it was creepy that a salesman had rubber gloves on. I picked out some socket storage magnets and checked out. The salesman was rebuilding Craftsman ratchets. I asked him why he was doing that and he told me "Sears is not replacing ratchets anymore. In this economy it is cheaper for Sears to rebuild them." I told the salesman that was the only reason to buy Craftsman and I would no longer buy their tools.

This upsets me. Has anybody else heard this?

 

[fivespdcat]

To me, that's not really that bad. If I could go in and get my ratchet re-built in a few minutes I would not care at all. They're still standing by their product. With that being said all of my go to ratchets are not Craftsman's anymore, I use Armstrongs and SK, the only one that I would consider picking up is my 1/2" but that's because I rarely ever use it, so don't think I need to spend any cash on getting a good 1/2"

 

[TireTracks]

i would rather they rebuild them than give me a new one, i've got ones that are much nicer looking on the outside, than the ones they have on the shelf.

 

[NastyNate]

I would rather have them rebuilt using my metal selector than a plastic replacement. I made that mistake before...

 

[Outlawmws]

They have been rebuilding ratchets for over 20 years. this is nothing new

 

[oak_park]

Doesn't upset me. Of the few that I've taken in, the refurbished ratchets I've gotten back have more dings and chrome peel than the ones I turned in.

 

[GoBlue]

Their policy has always been to rebuild them...all of my life. The only time you get a new one is if they don't have a rebuild kit in stock or a rebuilt ratchet. This is nothing new.

 

[Stephenw]

I always keep my own ratchet. I ask for a rebuild kit and give them the old parts.

 

[SMKS]

They have been rebuilding ratchets for over 20 years. this is nothing new

+1

It's just wasteful to demand a new ratchet when your current one can be rebuilt, IMO.

 

[jeffmoss26]

I've always been given a refurbished one.

 

[billymade]

The stores exchanges are tracked; they have percentages that they try to hit (so many rebuild exchanges, vs. new exchanges), you can request a new one if you desire. There was a corporate memo on this; in general when I worked there we would give the customer a rebuilt ratchet if one was available or a new one if not available or the customer requested it. The memo specifically said to give the customer a new one if requested; it sounds like the sears employee is just emphasizing the rebuilds, because he has been tasked to do it... unless the policy has changed but I don't think so. I always gave the customer a option to pick out which rebuilt ratchet to choose from; as some were in better shape then others... ratchet bodies condition, wear in the head, how the new rebuild kit worked in the used body etc. The people that rebuilt the ratchets; were supposed to recycle the ones that were id marked, in really bad shape, chrome peel, heavy scraped or worn out... this depended on the person doing the rebuilding. Many ratchets looked brand new after cleaning; others not so much..

 

[diesel research]

I told the salesman that was the only reason to buy Craftsman and I would no longer buy their tools.

Where else you going to go and purchase tools at?

 

[dayid]

This isn't new, as others have said.

If a belt breaks in your new car do you want a new car under warranty? This is just silly. The broken part is being replaced with a new one - what more do you want? Why would they replace the parts that aren't broken?

p.s., did you still make your purchase after saying you wouldn't purchase from them anymore?

 

[porphyre]

I never heard of rebuilding ratchets until I came to this forum.

I live in a metro area of around 2 million people. There are probably 10-12 Sears stores in the area, but I always go to the same one. Have been for 20 years. I have NEVER gotten a refurb ratchet from them and they have NEVER rebuilt a ratchet for me. Whenever I have a problem, they always give me a new unit off the shelf. I've warrantied 3 ratchets, most recent was about 4 years ago.

I wonder if my local store is just weird or if there are different standards for different areas of the country.

 

[Fireball027]

The Sears in my area (Southern Ontario) wont replace the ratchet or rebuild it. They give the customer rebuild kit and send us on our way. If they dont have a rebuild kit they tell us to check back in a couple weeks.

You ask them to rebuild it and they say it is up to the customer to repair it...... Lets just say I have a whole drawer of spare rebuild kits for a bunch of my ratchets.

 

[toolmutt]

If a belt breaks in your new car do you want a new car under warranty? This is just silly. The broken part is being replaced with a new one - what more do you want? Why would they replace the parts that aren't broken?

I understand your comment and fully agree. But I think what some people are complaining about is they bring their new car in with a broken belt and receive some old construction truck or taxi cab that was turned in before them. Rebuild my ratchet and give it back to me ... fine. Replace it with a beat up, semi-abused rebuild ... maybe not.

Just my $.02.

 

[SCscoutguy]

This isn't anything new they have always done this. It has always been the case that they would rebuild your ratchet and if they couldn't rebuild it they would give you a rebuilt one in exchange. The only time you would ever get a new one was if they didn't have one to exchange and couldn't rebuild yours.

 

[ajchien]

Last time I warrantied a 1/4 RP, they gave me a refurbished 1/4 RP. It looked just as good as the one I turned in. No problem with me.

 

[kythri]

I'd prefer to have my personal ratchet rebuilt while I wait, or to be supplied with a rebuild kit. If I have to take a different ratchet, I don't really care if it's new or rebuilt, as long as it's in as good of condition as mine is.

The warranty says repair or replace.

 

[wait4me]

They've been rebuilding them around here as long as I can remember. What strikes me is that last week I tried twice to get a rebuild kit for a 1/4 RP and was told both times that they won't give out kits anymore, while several of you say that you can get them easily. I had to leave my ratchet overnight and pick it up the next day when I was called.

The tech on the phone even told me if I didn't come right away someone would end up giving mine away or losing it. Apparently they can't even just leave my name with a sticker on the thing for a few hours...

 

[wafrederick]

I have heard nothing but failures with their refurbished ratchets.A good friend of my father's was given a refurbished ratchet for a replacement and it broke right away when he used it.Took it back and he got a new ratchet for a replacement.The nearest Sears in my area,in the Lakes Mall in Fruitport,Mi does not rebuild them,have refurbished ratchets on hand.

 

[toymn6366]

i had a snap on rachet my snapy guy rebuilt i would have been pissed if he hadn't and tryed to give me a new one because mine is a green hard handle.sears has always put kits in rachets as long as i can remember.

 

[camarotoolman]

I realy think its up the the clerk. Some will give you what ever you want, some act like like they are paying for it. Some are cool some are *** holes. Also Depends on the time, day, and how busy they are. Fri. and sat. are bad. It helps to get of the stuff of the shelf yourself and line it up on the counter with the old one. They like that. Try to be as nice as you can (thats the hard part for me).

 

[kythri]

I have heard nothing but failures with their refurbished ratchets.A good friend of my father's was given a refurbished ratchet for a replacement and it broke right away when he used it.Took it back and he got a new ratchet for a replacement.The nearest Sears in my area,in the Lakes Mall in Fruitport,Mi does not rebuild them,have refurbished ratchets on hand.

Any experiences of your own?

 

[jwitt]

My "rebuilt" box head. I guess back then they let you know what you were getting.

Jim

 

[dayid]

I understand your comment and fully agree. But I think what some people are complaining about is they bring their new car in with a broken belt and receive some old construction truck or taxi cab that was turned in before them. Rebuild my ratchet and give it back to me ... fine. Replace it with a beat up, semi-abused rebuild ... maybe not.

Just my $.02.

Right, and the Craftsman warranty says: "If this Craftsman hand tool ever fails to provide complete satisfaction, it will be repaired or replaced free of charge."

Repaired or replaced - not replaced with a repaired (my interpretation at least, and my experience). - It appears others are saying they've been "replaced" with "refurbished" before though, so who knows... I was under the impression that either yours (it) was repaired, or was replaced (with new).

 

[wafrederick]

I don't like refurbished Craftsman ratchets,some don't grease them at all.I have good luck with new ratchets.Years ago my father had my mom take in a Craftsman Ratchet to get replaced,she called my father back they wanted to hand over a rebuild kit for it.My father said no and he did get a new ratchet.My father gets mad real easy with bad customer service.

 

[BillK]

What do you guys think Snap On does ???? They fix it. Same with screwdrivers, my guy just pulls the metal part out of the handle and sticks in a new one. Same handle. I think you guys are expecting way too much from warranties.

Just my opinion,

 

[Shipfittin]

I told the salesman that was the only reason to buy Craftsman and I would no longer buy their tools.

I love when people say this to store associates, like they could give a rats tail. And even if the guy did care a little, he's the low man on the totum pole.

I remember working at Home Depot and Lowes, customers would give us the same speal. They would want the world if something broke. Like if they purchased a gas grill and one of the knobs was missing or broken. They thought we'd give them an entire new grill, not a new handle. You'd go to hand them the handle and they'd look at you and say, "Whats this? I don't want a handle I want a new grill." When they realized they were not going to end up with what they wanted you'd always hear, "Well I'll never shop in your store again." Low and behold within a week they'd be back shopping again.

 

[Honda 1]

I have been going to the same "mall" Sears store for years. During that time they have alternated between refurbished ratchets and new ratchet replacement.
I was in the store last week and the sales clerk had gloves on and was actually rebuilding a ratchet for a customer who was standing there. This was right at the cash register area.
Looks like rebuilt ratchets are back in style.
P.S. I keep my ratchets in good shape and would rather they rebuild my original ratchet instead of replace it.

 

[Farmer Joe]

I don't mind if they just rebuild it, but I would like to get my ratchet back. If I could wait around for a bit while they rebuild, it'd be the best scenario.

 

[pipsters]

I like my raised panel ratchets but would like to ability to purchase an upgraded internal mechanism for them with a better spring/bigger ball bearing retention system and metal selector. The actual ratchets are fine, only broke my 3/8" once and that was with a 4' cheater pipe on it, and I did it on purpose. Wanted to see how much it would take.

 

[GoBlue]

The real issue is that cheap asses buy junk at flea markets and expect Sears to give them a brand new ratchet...or they use it as a hammer and want a new pretty one to replace it. If it was up to me i would require a receipt...that way Sears would stop getting raped...whats that...you lost it...you must not care about your tools then...take a hike! Tool trucks rebuild YOUR broken tool. You expect better service at Sears for a 1/4 the price...get real...and find something worth while to ***** about.

Note...im not talking to anyone here directly just the typical john doe ******* consumer.

 

[SCscoutguy]

The real issue is that cheap asses buy junk at flea markets and expect Sears to give them a brand new ratchet...or they use it as a hammer and want a new pretty one to replace it. If it was up to me i would require a receipt...that way Sears would stop getting raped...whats that...you lost it...you must not care about your tools then...take a hike! Tool trucks rebuild YOUR broken tool. You expect better service at Sears for a 1/4 the price...get real...and find something worth while to ***** about.

Note...im not talking to anyone here directly just the typical john doe ******* consumer.

What does it matter? The warranty is on the individual tool not only to the original purchaser.

 

[Ign]

I'm surprised that people here seem surprised by varying policies from store to store.

Has everyone already forgotten the $5 off $5 coupon? Some stores were happy to take several per day from one guy, others limited it, others refused it, and at least one called the police accusing fraud.

If you're being told XYZ at your local store that's not actually corporate policy. In fact, corporate policy seems to be to do little and provide minimal guidance. Couple this w the fact that the employees make a few bucks an hour and really don't care anyway, and they'll tell you anything.

So, some stores won't rebuild, some will keep rebuilds under the counter, some will just give you new ones and others will provide a new one if you insist, which is what they're supposed to do. If they tell you anything else, they're lying, but arguing w them is like trying to explain algebra to a monkey: they look at you like they get it, but they just throw **** at you.

For all these reasons, caveat emptor at Sears. I shop there too, but I expect virtually nothing in the way of customer service or employees who can tie their own shoes.

 

[kythri]

some will just give you new ones and others will provide a new one if you insist, which is what they're supposed to do. If they tell you anything else, they're lying, but arguing w them is like trying to explain algebra to a monkey: they look at you like they get it, but they just throw **** at you.

Where is this stated in the warranty? Haven't seen this on ANY of the Craftsman tools I've bought.

The warranty states repair or replace. You are not entitled to a NEW tool as long as the rebuild they provide is of equal or greater quality than the tool you brought in.

 

[treasureseeker]

Tool warranty success has a lot do with how you handle the return. I have had to return brand new Craftsman ratchets and was offered a rebuilt and just insisted I get a new one. No getting loud or unruly. If I didn’t get what I wanted from that store I would just go to another one. Most Sears I have gone to have a basket of rebuilt ratchets behind the sales desk.Kind of like Trick or Treat with what they give you.

 

[Ru2slo_99]

I have had to take a ratchet back to this store a few years ago and they told me to get a new one off of the wall. I just did not think Sears had the tools rebuilt at the register. I guess I will ask for a rebuild kit so I can do it myself if I am in that situation. I would rather do it myself.

The Sears is about 50 miles away and I don't go that way often. I am going to start buying Matco tools. The truck comes to the shop near my office once a week, so I will have a better selection of tools to buy from.

 

[Brentocool]

They have been rebuilding ratchets for over 20 years. this is nothing new

Yes they have!!! One time the guy at my Sears just handed me the kit! 1/4"

 

[dragoocoda]

The Sears store I used to work at (Torrance, CA) never rebuilt ratchets the three years I sold tools. That was over 10 years ago, they may do it now, it really depends on the store and the department manager.