Princess Auto's Warranty Changed

[glazer]

Like many others on this site, I frequently choose to buy many of my tools at Princess Auto for the sole purpose of their "Lifetime Warranty". I've never had a problem until last month though. I've been denied both a refund and exchange of my tools on multiple occasions. Their reason to deny me was because the purchases were made over 2 years ago. I did have my receipts with me.

Their original warranty as I quote is: "No sale is final until you're satisfied. We guarantee to make it right. We will repair, replace or refund any product to your satisfaction."

Their warranty I've have experienced is that they keep an updated 2 year record on their computer system so if you "forget" your receipt they can look up your file and help you warranty your product. Anything older than 2 years is wiped from their systems, so you need to bring your hard copy receipt as proof of purchase. I've done exchanges before where the purchases were made over 2 years ago and I had my receipts with me. There were no questions asked other than why I wanted to exchange the items. These items were a mix of hand tools (sockets, ratchets, etc) and various other tools (multimeter, torque sticks, drill attachments, etc)

They have many decent tools and kits for the price, but the way this is headed i'm planning on returning most of them before the warranty is up since my shop provides most tools and my purchases were for convenience rather than necessity.

Anyone else experience problems as of recently with Princess Auto's return policy?

 

[carcajou]

Don't be a jerk. If you purchased these tools and there is nothing wrong with them why should they give you your money back. Guys like you screw up the warranty and customer service for the rest of us. Crawl back under your rock troll. I have had nothing but excellent service from Princess Auto.

 

[glazer]

I was hoping for a more mature response and I don't see why you need to be so hostile. I wanted to exchange these items because they broke. Simple as that.

As their policy states that no sale is final until the customer is satisfied, I was hoping that these broken tools would be replaced like they have done so previously. Even hand tools (lifetime warranty from other companies) are included in this new change.

I'm wondering if anyone else has had issues with the return policy as of lately.

 

[ADSR]

I have seen the new policy and asked them about it. The one guy who knows me that said i spend so much money there he will warranty me for anything at any time.

I guess it's all who you know. I'm sure there are people out there who completely abuse the system and this is why the change.

 

[carcajou]

I was hoping for a more mature response and I don't see why you need to be so hostile. I wanted to exchange these items because they broke. Simple as that.

As their policy states that no sale is final until the customer is satisfied, I was hoping that these broken tools would be replaced like they have done so previously. Even hand tools (lifetime warranty from other companies) are included in this new change.

I'm wondering if anyone else has had issues with the return policy as of lately.

Bullcrap Read your 4th paragraph of your 1st post again.

 

[lbgradwell]

Don't be a jerk. If you purchased these tools and there is nothing wrong with them why should they give you your money back. Guys like you screw up the warranty and customer service for the rest of us. Crawl back under your rock troll. I have had nothing but excellent service from Princess Auto.

I have to disagree. Strongly, in fact...

Assuming the information provided by the OP is accurate, I am entirely on his side. Companies cannot offer a "lifetime warranty" and then subsequently and unilaterally decide they won't honour that warranty or attempt to change the conditions.

Sears in Canada has done this and need to be dealt with quite forcefully sometimes when dealing with an issue.

And I have seen individual Canadian Tire franchises attempt the same thing.

Pisses me off...

 

[mmack66]

Doesn't really sound like a lifetime warranty to me.

I assume that at some point during those two years, you were satisfied with your purchase. If so, the sale was final, and the guarantee was fulfilled.

 

[woody 73]

Funny but sad story so I will give you the short version.

I do not know about your princess auto stores, but in the States we have a store called Lowes. Anyway they have this program that helps you track your purchases for example you buy a tool or whatever product in their store and if it fails for some reason when you take it back you do not need your original receipt, (are you with me so far?)

All you need is that plastic card as proof that you bought their products, which they can scan in their computer. Well they offer a one year warranty on their plants so I bought something like 6 rose bushes and this winter we got hammered, it dropped down so cold that I lost them all. So in walks old woody with the dead plants and the card and the Women (MS. LOWES HERSELF IN PERSON) yelled at me sir you need to show me a paper copy to which I replied How can I do that?

She said go home and use your card to print a copy of all six plants...Old woody not thinking straight shoud have stopped cold in his tracks and got the head honcho MR. LOWES but I went home first mistake. Second mistake I forgot the password codes (my old age). Third mistake I had other things to do and darn if I let that year date just slip by me by a short time.

I was so pissed I called lowes corporate and asked if what MS. LOWES WITH THE LOUD MOUTH was right in what she said...Of course they said she was full of ******** and wanted to know her name which I could not remember!

I guess what I am trying to say is call the main office and complain after all the wheel that squeaks the loudest gets the grease, oh and tell them how you are not a happy about the way things are going; they need to hear this from everyone.

Best of luck.

 

[beakie]

1. if I get 2 years out of a PA tools, I'm pretty happy with it. I may try and return it, but a little common sense should apply (I dropped/broke a drywall drill, my fault, didn't even try returning, step drill bits get used & abused, after a few months in garage I'll eat the $20 BUT if a relatively unused, or non consumable item breaks/isn't accurate just from normal use I would bring it in for replacement)

2. if your items are broken, I understand bringing them back for warranty, but as mentioned above, if you want to return something because you don't want/use/need it anymore, that's not right.

3. I never understood the warranty to be lifetime.
"no sale is final until the customer is satisfied" TO ME atleast means, if you bought something but aren't happy with it, return and get what you need/want. Once you've got the right tool, you're happy.

There is a reason prices are low, and quality is just ok.

 

[NotStock]

In my opinion, PA can change their warranty to "Once its out the door, it's your problem" and I'll still be more than happy to shop there. You roll the dice with cheap products.

Besides, anything substantial that I've purchased there (i.e. pressure washer) was backed up by a manufacturer's warranty.

 

[glazer]

Thanks guys! I really appreciate the honest replies.

My purpose for this thread was to see if this change was happening across Canada or if it was just my local store putting their foot down like lbgradwell mentioned with some stores in his area.

As woody 73 says, i'm planning on contacting the HQ and see what changes are happening since my main concern is with the warranty on the many hand tools and tool sets I've bought. Stores like Canadian Tire, Home Depot, Lowes, etc offer lifetime warranty on those same tools and in my experience it has been "No Questions Asked". If Princess Auto wants to stay competitive, something needs to be done.

It's a real bummer when a store I've invested so much in retracts their policy. I know the tools come with an oddly "affordable" price tag, but it means nothing to me if there isn't a warranty to back it up. Hassle-free returns was really just a bonus.

 

[Jmac00]

Yes, I've had a problem returning a broken item. I never had my receipt, it was well over the two year mark. Brought the complete kit in (balljoint press kit), the threaded bolt was broke. They gave me hassle, i pleaded my case, talked to a manager and i managed to get the c-clamp and threaded rod replaced (they basically exchanged the u-joint press kit)...which was the same thing as mine without the attachments.

Overall, i was pleased with the outcome of course. At first i was pissed at the hassle of the new policy, but i started taking better care of my receipts after that for those bigger purchases on stuff like this.

 

[Sine Swept]

Remain calm and bring out the managers

 

[The Cobbler]

I was in Princess Auto on Friday evening , I asked the question...was told that as long as you have your receipt the saying " no deal is final until you're satisfied" stands.

they only keep your receipts in their system for "about 2 years"
seems fair to me

 

[glazer]

Just an update.

So I emailed the website contact and they replied saying that they hold a lifetime "guarantee" for hand tools or non-powered tools against defects which can be replaced at no charge. They also forwarded the email to the team leader of my location to follow up with me. I haven't received a reply in over a week, so i'm not sure where this is going.