Not Impressed by Tekton

[Jrboulder]

Recently I've spent a completely unjustifiable amount of time trying to get this brand new 72 tooth ratchet that came with my set to work right. The issue is that the selector is incredibly loose and in any real application it goes into neutral after a few turns. This is not a problem in my 1/4" dive version or any of the dozen other ratchets I own. The Tekton warranty person has recommended tightening the screw that pulls the selector lever tight to the body but that only binds up one side of the selector swing while the other is loose.

Finally they're willing to send a kit but they say it won't be any better. Yeah right, the last thing I need is to play $5 ratchet diagnostician any more.

It's too bad, I was headed for a Tekton-majority set of tools. I had 5 90 tooth ratchets in my Amazon cart but now I've decided to go with the made in USA offerings from the industrial division of a major American tool company.

 

[Handyandy23]

Did you ask for a replacement ratchet from the warranty person and they wouldn't agree to it? If you have the 1/4" drive version and it doesn't do this, then it would be logical to assume this is a defective one and that a rebuild kit would fix it (even if they don't seem to think so).

I think the 72T is their older design. I have one of the 90T ratchets and it is smooth as butter and my new favorite ratchet. I'm sure whatever you ended up going with will be good too, and you have to do what you think is best based off your own experiences. But I would say one somewhat-defective ratchet could hit you from any of the manufacturers.

If the warranty person was hard to deal with and not helpful then I could see that being a turn off too. But again, I think you will hit and miss with customer service people from every company as well.

 

[1982fxr]

Did you pick Wright?

 

[buckwheat_la]

There is a Tekton rep on garage journal, reach out to them.

 

[2manytools]

There is a Tekton rep on garage journal, reach out to them.

or call the company. They have GREAT customer service. Usually it's take a pic, and they send a new one.

 

[Jrboulder]

Did you ask for a replacement ratchet from the warranty person and they wouldn't agree to it? If you have the 1/4" drive version and it doesn't do this, then it would be logical to assume this is a defective one and that a rebuild kit would fix it (even if they don't seem to think so).

I think the 72T is their older design. I have one of the 90T ratchets and it is smooth as butter and my new favorite ratchet. I'm sure whatever you ended up going with will be good too, and you have to do what you think is best based off your own experiences. But I would say one somewhat-defective ratchet could hit you from any of the manufacturers.

If the warranty person was hard to deal with and not helpful then I could see that being a turn off too. But again, I think you will hit and miss with customer service people from every company as well.

TLDR version: One of the main reasons I bought tekton was for the legendary support and now that I'm using the support they say I won't end up with a better-functioning ratchet.

Long version:

To quote the warranty guy I've been dealing with "If you have a damaged tool, it would be replaced."

I have a stubby 90t 1/4" and it's been great for the 2 weeks I've had it.

The interesting thing is that when you read the unfavorable amazon reviews for just about any tekton ratchet there are a lot of buyers who received dud ratchets and were subsequently blown off by tekton.

I'm just going with Williams USA, the factory workshop manual for my 911 was written with 36t Snap On tools and makes several mentions of the fact that procedures were only tested with 1990s Snap On tools. My main 3/8" ratchet right now is a 20t Snap On long flex head so 36t will still be an upgrade, lol.

 

[Fedwrench]

Nah, you need to get German tools to work on a 911

Too bad about your Tekton ratchet though. I was never a fan of the generic 72 tooth quick release ratchet though. As cheap as the Tekton 90 tooth ratchets are, i think i would just grab one of those but, that's just me.

 

[Jrboulder]

Nah, you need to get German tools to work on a 911

Too bad about your Tekton ratchet though. I was never a fan of the generic 72 tooth quick release ratchet though. As cheap as the Tekton 90 tooth ratchets are, i think i would just grab one of those but, that's just me.

I used to have a bunch of German tools but I got tired of having a $100 set of not so good wrenches that skips half the sizes between 8 and 22 so I sold them and bought a set of tekton for half as much.

The straight through sizing is definitely something tekton does right.

 

[Tallpilot]

That ***** my friend. How did you end up with a brand new 72 tooth? That's one reason I encourage people to order from their website instead of Amazon. There is way too much NOS out there.

Why don't you order some ratchets one at a time from their website. You'll get the cost of your crappy one back in free shipping after 3-4 orders.

 

[Jrboulder]

I bought this set a few days before the 90t sets were announced.

So the only issue I can find is that the geometry of the selector is different between the 1/4 and 3/8 and that the optimal point for the selector to be in for pawl engagement on the 3/8 isn't at the end of the throw for the selector lever, where it is on the 1/4. It looks like the falling pawl will basically hammer on 3/8 selector in the direction of neutral. It's possible the wrong selector lever was installed on this ratchet.

I was down at the local FAA office today adding a remote pilot certificate on, they were super helpful. What the hell kind of world are we living in where the FAA is helpful and Tekton is not?

 

[Rabid Badger]

My 72-tooth Tektons have always been prone to self-reversing. They keep their place in my toolbox for their insanely low back-drag, but if that's not needed I use something else. If I were you I'd ask about getting it swapped for a 90-tooth model.

 

[Professional Tool User]

The Tekton 72 tooth ratchets are garbage. They lock up way too easily. That's the only part of my Tekton 1/4 dr set that I did not like. Not a big deal for me as I had better 1/4 dr ratchets lying around. The sockets were excellent. Hopefully their new 90 tooth ratchets don't have the same issue.

 

[Jrboulder]

My 72-tooth Tektons have always been prone to self-reversing. They keep their place in my toolbox for their insanely low back-drag, but if that's not needed I use something else. If I were you I'd ask about getting it swapped for a 90-tooth model.

Interesting.

The guy wants me to send it in for anything more than a kit. I offered to pay full price for a new 90t plus some extra for a new matching case if they could sell just the case and ratchet and he said they won't even consider doing that. That was in the middle of the several times he's insisted I'm using it wrong. Whatever, I know how to use American tools.

 

[Jrboulder]

The Tekton 72 tooth ratchets are garbage. They lock up way too easily. That's the only part of my Tekton 1/4 dr set that I did not like. Not a big deal for me as I had better 1/4 dr ratchets lying around. The sockets were excellent. Hopefully their new 90 tooth ratchets don't have the same issue.

The only reason I'm at all interested in keeping this ratchet around is it fits in the case. Most of my socket use isn't in my garage so being able to pack it up so easily and take it with is great. I brought the 1/4" set on a road trip around Christmas and ended up using it almost every day that week.

 

[Dave.R]

Jackson,

I apologize for not being able to swap you out for the new case and ratchet. With the sockets changing a bit as well, it would take exchanging all the sockets too, which just isn't a thing we have in place.

The selector can be balanced in the center, this is part of the design. A rebuild kit won't change that, but may clear up the binding you discussed. If not, I'd replace the whole ratchet.

This is where the conversation was headed when you ended it.

If you change your mind, let me know!

Dave

[email protected]

 

[Tallpilot]

Full new socket line announced.

https://www.tekton.com/

 

[Handyandy23]

Not trying to play the blame game, but it sounds like Tekton was and is willing to work with you on the issue, and that you didn't want to do any of it. They offered to send a rebuild kit that you don't have time for. But what would you expect any other company to do differently for you?

Also sounds like they are perfectly willing to replace with another 72T if the rebuild kit doesn't work.

Them saying the rebuild kit might not fix your dislike of the selector seems like they just don't want to blow smoke up your rear end. If your beef is with the design of the tool they don't want to lead you to believe something that isn't going to change.

I'm not trying to attack OPer, but I just don't know what else he expected Tekton could or would do. Sounds like they aren't denying anything and are willing to work with you.

 

[Fedwrench]

Full new socket line announced.

https://www.tekton.com/

Once released, that will probably be the best bang for you buck and most complete line offered in that price range

Now if Tekton could only figure out that red is for SAE not Metric, we'd have a winner-winner chicken dinner

 

[ngk22r]

Full new socket line announced.

https://www.tekton.com/

Once released, that will probably be the best bang for you buck and most complete line offered in that price range

Now if Tekton could only figure out that red is for SAE not Metric, we'd have a winner-winner chicken dinner

Is there some stats on what the improvements are?

 

[Jrboulder]

Here's the last correspondence I received from Dave.R:

"Thanks for the reply. If you have a damaged tool, it would be replaced. Usually just a photo of the damage and we would have a new tool sent right out to you via FedEx. Setting a selector in the middle of two settings, is not cause for a replacement. If you'd like to mail it in for us to examine, we can also replace it. And keep in mind while you're saying we don't support things, I did offer a rebuild kit for a non-functional problem. Since you do have two complete sets from us, I would just use those and let me know if you have any trouble with them, as I'd gladly replace any socket or ratchet you broke."

The ratchet goes into neutral on it's own and he doesn't think it's a functional problem.

Last time I talked to SO support I told them I needed a kit for a 40 year old ratchet my grandpa gave me and the only non-logistics question they had was "do you want an extra selector and pin set?" Sorry that Tekton support has to be measured against Kenosha support but I certainly don't appreciate being told I don't know what I'm doing multiple times and then offered parts with the caveat that it's not even a problem.

 

[Farmall450]

The generic 72T ****, pretty much regardless the brand. I'd take them up on the rebuild kit, myself.

There's a difference between being set in neutral and going there on its own. (the latter is bad)

 

[marineman]

Once released, that will probably be the best bang for you buck and most complete line offered in that price range

Now if Tekton could only figure out that red is for SAE not Metric, we'd have a winner-winner chicken dinner

I only needed a set of metric wrenches but I ended up ordering both then just swapped them around. Tekton won on that one, I'm part of the problem

 

[Tallpilot]

Once released, that will probably be the best bang for you buck and most complete line offered in that price range

Now if Tekton could only figure out that red is for SAE not Metric, we'd have a winner-winner chicken dinner

I only needed a set of metric wrenches but I ended up ordering both then just swapped them around. Tekton won on that one, I'm part of the problem

Concur

I’m sure I have a stack of red keepers buried somewhere with other junk like blow molded cases I didn’t need.

 

[jkesselr]

I am torn on this one. It appears that Tekton has tried to help OP, but it seems as though they are talking past each other. At the end of the day, the ratchet is doing something it shouldn’t be - self-switching into neutral. It should be repaired or replaced. OP has another set with a similar ratchet and appears pleased, so I presume he would be pleased with a properly functioning ratchet. The larger issue is if OP isn’t satisfied by the design. In that case, could the set be returned to the retailer and a set with a 90t ratchet be purchased in its stead?

 

[Jrboulder]

I am torn on this one. It appears that Tekton has tried to help OP, but it seems as though they are talking past each other. At the end of the day, the ratchet is doing something it shouldn’t be - self-switching into neutral. It should be repaired or replaced. OP has another set with a similar ratchet and appears pleased, so I presume he would be pleased with a properly functioning ratchet. The larger issue is if OP isn’t satisfied by the design. In that case, could the set be returned to the retailer and a set with a 90t ratchet be purchased in its stead?

The more I reread the email chain and especially the last reply it looks like Dave might not fully understand the problem I'm having. Maybe he just thought it was one of those "the barcode sticker isn't on straight" claims? idk

Definitely from the start I felt like my warranty claim was trying to be swatted away like some frivolous problem, which was surprising given their reputation and my few past dealings with other brands.

 

[American Locomotive]

Dave thinks your problem is that you can put the selector in a neutral position, and it won't snap to a specific side. Not that your ratchet is putting itself into neutral.

 

[crrcoal]

Why not just send it into them and have Dave inspect it? Then he can see for himself what the ratchet is actually doing.


Sent from my iPhone using The Garage Journal mobile app

 

[JJ99SS]

This seems like it's gone off the rails over a $15 ratchet.

Dave at Tekton went waaaay beyond just helping me with what was just my preference for the 72T over the 90T. (I prefer the 72T because of it's smoothness.) A total non issue with the tool,and he came through in spades. Dude, he's DYING to help you, that I promise. Let him and this will all be over.

FWIW I've had the same selector thing happen maybe twice and never has it been this big of a deal, likely just the way I was holding the tool...

My CDI torque wrenches (made by SO) have done the same thing. Change your grip?

 

[Handyandy23]

Dave thinks your problem is that you can put the selector in a neutral position, and it won't snap to a specific side. Not that your ratchet is putting itself into neutral.

This. Kinda sounds like a miscommunication / misunderstanding. If it is going into neutral on it's own then a rebuild should fix that.

 

[KBigg]

This seems like it's gone off the rails over a $15 ratchet.

this

 

[Dave.R]

Just catching up.

I understand it can get bumped into neutral, or will slide in on it's own. In our first exchange, I let you know tightening the screw on the selector 1/8 turn can resolve that.

We do try to resolve common issues before just sending a replacement. Sometimes this leads to me stepping on toes a bit, but the last thing I want is to waste your or my time sending a replacement that will function the same. It's all a balancing act.

You still have my email, if you change your mind, let me know!

Dave

[email protected]

 

[Spacey_G]

It sounds like there's something wrong with OP's ratchet other than the screw needing to be tightened. From the OP:

The Tekton warranty person has recommended tightening the screw that pulls the selector lever tight to the body but that only binds up one side of the selector swing while the other is loose.

If the lever binds on one side while the other side is loose, there may be one or more defective parts.

 

[Jrboulder]

This is the last post I'm making on this. This ratchet is already out of my life, maybe the recycling people will warranty it.

Again, Mr. Dave.R told me several times how to use a ratchet and to just use it as is because he doesn't consider it a functional problem. This is also not a unique problem because many of the critical reviews for this set on Amazon are because of the same problem with this ratchet. When adjusting failed to remedy the problem satisfactorily the only help he offered was to send a kit which he assured me wouldn't fix what he considers a "non-functional problem"

So yes, overall I'm not impressed with getting a ratchet that does not work and then being told to just use it because it isn't broken.

 

[yamaha0343]

TLDR version:

I'm just going with Williams USA, the factory workshop manual for my 911 was written with 36t Snap On tools and makes several mentions of the fact that procedures were only tested with 1990s Snap On tools. My main 3/8" ratchet right now is a 20t Snap On long flex head so 36t will still be an upgrade, lol.

You won’t be disappointed. The Williamses are great ratchets.

 

[KnurledNut]

Tekton doesnt make tools. Its just relabeled tools after the cookie cutter machine makes a million.
Sure, they have some unique offerings like the angle wrenches, but most all their older stuff like those 72T ratchets can be sourced from any number of "brands".
MIT/Tekton heavily market their product. They maintain a beautiful website, which ironically isnt working correctly at the time of this post. Lol.
They also seemingly push customer service, with many good experiences posted here on GJ.
But at the end of the day, most (not all) of their tools are average at best.
If the OP uses his tools much, he will be better off with a stronger and more user friendly professional ratchet.
Just my .02.

 

[KBigg]

MIT/Tekton heavily market their product. They maintain a beautiful website, which ironically isnt working correctly at the time of this post. Lol.

Its probably everyone trying to check out the new sockets lol.

OP, every tool brand has their weak points. Sometimes you just have to cut your losses on things you find dissatisfactory. I have a set of carlyle ratchets with the thumb switch thingy and I absolutely hate them so I feel your frustration. At the end of the day though its a $15 ratchet and I wouldn't really expect much of it.

 

[The Fall]

It might have only been $15, but the ratchet should have worked correctly. Bottom line. That being said, I've never found ratchets in the $15 range (new) worth purchasing. I think the cheapest new ratchets I've ever bought have been the venerable coarse-tooth Proto pearheads. Those are solid as all hell. I picked up a long-handle one off solid reviews here and picked up several others along the way.

 

[kctyphoon]

Should we start a go-fund me for this?

I’m really not understanding - they offered a rebuild kit. Why not take the rebuild kit and try it. I think expecting an entire new set of tools cause a replacement ratchet they offered wont fit into the case you own is a little ridiculous (if I’m understanding this situation right skimming though the posts). If they cant replace what you have exactly, because they aren’t selling them anymore - I’m not sure how else they could possibly resolve this.

I completely understand wanting a ratchet to fit into a case you already have - but they also cant send what they dont have, if thats the case. Also, most places dont just send replacement ratchets when the TOOL itself is sound, and its merely an internal issue that a rebuild kit would resolve - because THATS the defective part - which is what they offered. Swapping out the internals is literally a 1 or 2 minute job. I mean, if its that important, or the point of “well why should i have to...”. - I’m betting there’s a listing from amazon somewhere for THAT ratchet with free shipping and free returns. Might be a little ****** to do - but so is making a public post on the forum in an attempt to get attention and force a resolution from someone who has a good reputation here. Did this REALLY need to happen? I mean, your first post was written like a threat of “i was ABOUT to spend all this money - but cause youre not sending me the free stuff I WANT (not need), I’ll show you” -and buy American now - as if thats suppose to be a back handed insult in itself.

Good customer service, and customers making demands aren’t the same thing.

Unless I’m getting this backwards - which is entirely possible cause I’m busy harassing liberals on Twitter right now - i think they’ve offered what they should have, and made a solid attempt to do right by you.

I’m not a big fan of public temper tantrums cause you didnt get your way. Which it SEEMS like this might be. If I’m wrong, I apologize, but I’m not sure what you expect from them.

 

[Jrboulder]

Should we start a go-fund me for this?

I’m really not understanding - they offered a rebuild kit. Why not take the rebuild kit and try it. I think expecting an entire new set of tools cause a replacement ratchet they offered wont fit into the case you own is a little ridiculous (if I’m understanding this situation right skimming though the posts). If they cant replace what you have exactly, because they aren’t selling them anymore - I’m not sure how else they could possibly resolve this.

I completely understand wanting a ratchet to fit into a case you already have - but they also cant send what they dont have, if thats the case. Also, most places dont just send replacement ratchets when the TOOL itself is sound, and its merely an internal issue that a rebuild kit would resolve - because THATS the defective part - which is what they offered. Swapping out the internals is literally a 1 or 2 minute job. I mean, if its that important, or the point of “well why should i have to...”. - I’m betting there’s a listing from amazon somewhere for THAT ratchet with free shipping and free returns. Might be a little ****** to do - but so is making a public post on the forum in an attempt to get attention and force a resolution from someone who has a good reputation here. Did this REALLY need to happen? I mean, your first post was written like a threat of “i was ABOUT to spend all this money - but cause youre not sending me the free stuff I WANT (not need), I’ll show you” -and buy American now - as if thats suppose to be a back handed insult in itself.

Good customer service, and customers making demands aren’t the same thing.

Unless I’m getting this backwards - which is entirely possible cause I’m busy harassing liberals on Twitter right now - i think they’ve offered what they should have, and made a solid attempt to do right by you.

I’m not a big fan of public temper tantrums cause you didnt get your way. Which it SEEMS like this might be. If I’m wrong, I apologize, but I’m not sure what you expect from them.

No, the only time upgrading to 90t was mentioned was when I offered to pay out of pocket to buy everything that the 90t set has that my set doesn't. As in skip the warranty and I'll pay full price for the ratchet and a case. They don't have the case individually, that's fine. I was going to buy an 8" 3/8" dr 90t anyway along with several other 90s, I was just hoping to fix this 72t as a lower frequency use ratchet to keep in the case and verify the ease of warranty. Being able to buy the case would have increased my convnience enough that I wouldn't even need the old 72t ratchet.

What I'm not OK with is being told my non functional ratchet is perfectly fine without a new kit and that I don't know what I'm doing and that I should just keep using it. And I certainly don't like that the kit is being dangled like it's some huge favor on their part that's costing them a fortune to fix a frivolous cosmetic problem on my part. If Dave had just offered a kit and withheld his several emails of life advice and speculation I'd already own $150 more in Tekton stuff.

The only thing I expected for free was my set to be brought up to the full functionality I paid for with minimum hassle. The only special consideration I requested, if you could call it that, was inquiring about buying a blow molded case that they sell in a set but not individually.

 

[Jrboulder]

Here's how I would have handled it, maybe Dave should save this for a copy and paste.

"Hi, Sorry to hear you're having trouble with one of our ratchets. We stand behind our products 100% and want to make sure we get yours working like it should.

There's an adjustment screw that takes a T9 star bit on the axis of the selector lever. Let's start by tightening that by 1/8th of a turn and see if it gets any better.

If that doesn't work we'd be happy to send you a kit that includes all the moving parts in the ratchet. This will only require T9 and T10 star bits and is easy to replace. It's likely that any problem that can't be resolved by tightening the selector screw can be fixed by installing this kit.

If none of this works or you just don't want to do this yourself you can send it in to us in Grand Rapids, Michigan and we'll repair or replace it to our high standards of workmanship."

Oh wait, now I'm the one giving life advice.