NOT the way I thought I'd introduce myself...

[kwyjibo]

This is my first post. I've been lurking here for a while trying to pick up info.
I'm no pro and haven't been wrenching for years because of work, life.... not retired, but decided to get back into the garage because life's just too short.

here's the problem:
Just got in the mail today the security bit collection from Wiha - looks great but the magnet in the handle is too weak to hold in the bit holder. Basically, it useless as it is because as soon as you hold it upright, the holder (and the bit) fall out of the handle. I wrote to the supplier and explained this, here is their response

"WIHA will replace the handle;
WIHA Tools
1348 Dundas Circle
Monticello MN 55362
8004946104"

I wrote back that I just opened the box from them today - they sold me a bad product, shouldn't they ship me the replacement? This is what I got back

"We do not handle manufacturer warranty. It needs to be shipped somewhere for replacement, it only makes sense to ship it to where warranty work is handled."

If they sold me a non-working product, broken, defective or whatever, shouldn't they be taking care of this instead of passing on the buck?
Any thoughts on if its worth trying to get the seller to take care of this or just do it myself and never do business them again?

 

[Uncle Buck]

This is my first post. I've been lurking here for a while trying to pick up info.
I'm no pro and haven't been wrenching for years because of work, life.... not retired, but decided to get back into the garage because life's just too short.

here's the problem:
Just got in the mail today the security bit collection from Wiha - looks great but the magnet in the handle is too weak to hold in the bit holder. Basically, it useless as it is because as soon as you hold it upright, the holder (and the bit) fall out of the handle. I wrote to the supplier and explained this, here is their response

"WIHA will replace the handle;
WIHA Tools
1348 Dundas Circle
Monticello MN 55362
8004946104"

I wrote back that I just opened the box from them today - they sold me a bad product, shouldn't they ship me the replacement? This is what I got back

"We do not handle manufacturer warranty. It needs to be shipped somewhere for replacement, it only makes sense to ship it to where warranty work is handled."

If they sold me a non-working product, broken, defective or whatever, shouldn't they be taking care of this instead of passing on the buck?
Any thoughts on if its worth trying to get the seller to take care of this or just do it myself and never do business them again?

Not a good response, and I am sure it will impact future purchases regardless how it plays out at this point! (at least it would with me!)

 

[boiler7904]

Return the set to where you bought it. Buy it from someone that cares about your business even if that means buying from a different manufacturer.

Oh BTW, welcome to the site.

 

[Danglerb]

Many places that sell Wiha, actually just forward your order and have it drop shipped directly from Wiha. Whats the point of shipping an item to the seller, who will just need to pack it up again and ship it to Wiha.

Worse, I suspect Wiha will offer no relief, my guess being that the handle may not have much grip or holding power by design. My Topra handle from Wiha is like that, not much holding the bit holder at all. Guessing they will want the part shipped back to them at your expense first too.

Which holder do you have?

 

[nissan_crawler]

That *****, I wouldn't be very happy. I bought a Sunex 4 piece plier set a while back, and had 2 of the same, and was missing one I should have. I cringed when I saw that, fully expecting to go through hell. I emailed the guy Sunday night. By the time I got up Monday, he replied back and said he was waiting on a response from Sunex. The next day he emailed again and said I could keep the wrong one, and he got Sunex to ship me the right one direct from factory. That guy is definitely on my "will buy from again" list.

 

[Merkava_4]

"We do not handle manufacturer warranty. It needs to be shipped somewhere for replacement, it only makes sense to ship it to where warranty work is handled."

Is that what they said word for word? If so, it was a totally unprofessional reply on their part; they should have included the information about where to ship it to, instead of saying "somewhere."

 

[Blacknwhitepit]

IIRC Isn't a KWYJIBO a large North American balding ape with a short temper?



-BWP

 

[kwyjibo]

Thanks for the replies so far.

boiler7904 - as far as returning: there is a restocking fee and I pay shipping -- even though they sent me a defective product (?).

Danglerb - The set wasn't shipped from Wiha, it came from them, packaged with a few other tools. And its the standard handle that comes in the security bit set
[http://www.wihatools.com/700seri/719collect.htm]

nissan_crawler - in my lurking I've found some of the sellers that you all have had good things to write about. But for this set, there were a limited number of sellers. It would probably be completely biased and perfect for sellers to get free adverts, but I couldn't find any threads on who to buy from and who to avoid - except in threads like mine when particular names are brought in for praise/griping.

Merkava_4 - When there are quotation marks, I cut the sentence from the email and pasted it in. To be fair, their first email gave the Wiha address.

Even if they come through and replace it, they'll never see another penny from me. As Merkava_4 said it was totally unprofessional... ironic because they have "unbeatable service " and "please tell your friends about us" on the web page and the packing slip!

 

[kwyjibo]

IIRC Isn't a KWYJIBO a large North American balding ape with a short temper?



-BWP
__________

Oh, you know me?!!!

 

[dxdexter]

If they sold me a non-working product, broken, defective or whatever, shouldn't they be taking care of this instead of passing on the buck?
Any thoughts on if its worth trying to get the seller to take care of this or just do it myself and never do business them again?

This is one of the worst problems with buying a product on-line. At least if you bought it from a "bricks and mortar" store, you could return the tool.

I think their response was very inappropriate. The tool should be returned at their expense and a new one sent. that would be the last time I purchased an item from this retailer.

 

[Danglerb]

I bought the 48401 3k cushion grip bit holder, not the 48110, and its been fine for me, so maybe you just got a bad one.

Good luck with Wiha customer service, I didn't get any satisfaction in my contact with them and have no plans to ever buy another Wiha product, not a new one anyway.

I've also been very happy with my 100 pc HF security bit set for $5. I bought a spare, but so far haven't damaged a bit despite hammering in a couple on buggered screws.

 

[MarkH]

First welcome.

Have fun and sometimes duck when the opinions get flying fast and furious.

We all have our purchases we have had to take our lumps on. Frequently there are good products out there that are just not supported as well as they should be. Even though we cuss it, the Sears satisfaction has set our standard.

 

[nissan_crawler]

Thanks for the replies so far.

nissan_crawler - in my lurking I've found some of the sellers that you all have had good things to write about. But for this set, there were a limited number of sellers. It would probably be completely biased and perfect for sellers to get free adverts, but I couldn't find any threads on who to buy from and who to avoid - except in threads like mine when particular names are brought in for praise/griping.

http://www.aktoolsonline.com/ Talk to Kerry. He was GREAT to deal with. If they don't have the wiha set you want online, just drop an email, they can most likely get it. Half of the things I bought aren't on their website. If you don't get good service from them, I'll eat my shorts.

 

[eschoendorff]

Even though we cuss it, the past example of Sears' satisfaction has set our standard.

Fixed.

 

[billymade]

This is the warranty info directly from their website:

"Wiha Tools Warranty & Safety

Wiha Products Carry a 100% Satisfaction Guarantee. All Wiha tools are guaranteed to be free of defects in workmanship and materials and will be replaced if found to be deficient providing tools have not been altered or misused. Wiha Insert Bits, Power Bits and Tweezers are not warranted for use. Wiha Brand Torque control Tools are warranted for twelve months from date of purchase up to 5,000 torque Cycles.

Wiha Tools Use and Warranty Guidelines:

- Use tools for their intended applications, screwdrivers should not be used to pry or chisel.
- Never modify or alter a tool from its original design.
- Do not use extensions or torque multipliers, this will achieve excessive torque levels.
and may result in serious injury and premature tool failure.
- Inspect all tools before use and discard tools that show any signs of visible damage.
- Do not use tools beyond their intended useful life.
- Work Safe - always wear appropriate eye and hand protection when using hand tools.

Return tools for warranty replacement to your original place of purchase or directly to Wihatools.com LLC North American Distribution Center, all returns are subject to inspection prior to replacement

Wihatools.com LLC
Att: Warranty Dept.
1348 Dundas Circle
Monticello Minnesota, 55362

Please call us if you have questions on direct replacement of tools. Tel 763-295-6591 or Fax: 763-295-6598
e-mail: [email protected]"

I have a precision screwdriver set that I have had for about 12 years and I had one regular tip, that on one of the sides of the tip, it broke off. I didn't contact them but I just sent in the tool (as per their website); to the above address and they sent me back a new one. Like I said I didn't communicate with them but just sent it in; a new one was sent to me. Sometimes with warranty items I just send things in and most companies will send a new one out; I always figure, that they feel obligated since you went through all the trouble of sending something in to them. By the way, if you need some precision screwdrivers, the Wiha drivers are AWESOME and the german steel is superior! I work on computers, laptops allot and you really need small precision screwdrivers to take them apart and (hopefully) back together! have always found it almost impossible to find a precision screwdriver that was a quality tool (Craftsman stuff are really poorly made!); most everything I had bought up until this point was junk! Wera is another Germany company that makes nice screwdrivers as well; their ergonomic handles are amazing! This has been my ONE experience, a good one and I have used the heck out of the screwdrivers, the steel is excellent, the tips fit the fasteners in a superior way and they did honor their warranty; in my case! Hell, just send it in and they should send you back a new one! Good Luck!

 

[kwyjibo]

ok, so the emails seem to have paid off - I've been told that a new handle is in the mail!!

I'll post here as soon as it gets here.

And, thanks for the support. Can't help but think that they (manuf. and sellers) monitor these boards and know when the stuffs about the hit the fan... except for maybe sears?

 

[fotoflojoe]

IIRC Isn't a KWYJIBO a large North American balding ape with a short temper?



-BWP
__________

Oh, you know me?!!!

Hmm... Is your first name Homer?
Welcome to the site.

 

[Stuey]

Huh? You need to explain the story a little better. You bought the Wiha set from a supplier, and wanted you to deal with Wiha directly to get the new tool warranted? Which supplier did you purchase the tool from?

You MUST clarify... what site did you order the Wiha tools from? You said you ordered from a supplier, but a lot of comments suggest that people are thinking that Wiha itself won't send you a new tool.

So please, clarify so that I can determine whether or not to continue ordering and using Wiha tools!

 

[eschoendorff]

Huh? You need to explain the story a little better. You bought the Wiha set from a supplier, and wanted you to deal with Wiha directly to get the new tool warranted? Which supplier did you purchase the tool from?

You MUST clarify... what site did you order the Wiha tools from? You said you ordered from a supplier, but a lot of comments suggest that people are thinking that Wiha itself won't send you a new tool.

So please, clarify so that I can determine whether or not to continue ordering and using Wiha tools!

Or at least let us know the retailer you used so that we might not have to go through the same experience...

 

[kwyjibo]

Sorry guys, some forums frown on name-dropping so I avoided naming names.
To reply to the last two: I ordered from Chadstoolbox. They sent me to Wiha to warrantee the new tool - as Stuey pointed out. This was the problem. I exchanged some very frustrating emails with them. They have now agreed to send me a new handle (which is what they should have done in the first place if they cared about customer service or satisfaction).
The flip-side of this is that Wiha service was excellent. When it looked like Chads wasn't going to do the right thing, I wrote to Wiha's customer service. I got a reply from Janice, who apologized for the trouble and said that they could send a replacement right out. I don't know yet if I was able to let her know that Chads was sending one out before they got around to shipping.
Not to hijack my own thread, but the Wiha security bits fit much better than the cheapo HF security bits that they replaced - at least on the few security torx, hex and squares on the electronic equipment that I've used them on so far.

Lastly, for those referring to the name: yes. Gotta kid named Baron von Chickenpants, too.

 

[Danglerb]

Chads is a small family run web store, in Jackson WY. If you look in the vendor section of this forum you will find them discussed, with various complaints. They are cheap, but no cheaper than other Wiha sellers who are more flexible and customer friendly.

http://www.garagejournal.com/forum/showthread.php?t=11141