Proto Customer service---Fail (long)

[Even 11]

OK so here's my story, I had a Saltus wrench that was a 1/2" by Proto Challenger. I was working with it an split the socket end with surprisingly minimal force. I email Proto and they have me mail it in, making sure to tell me that Challenger was discontinued 12 years ago.

I mail it in and about a week later I get a 1 1/8" Blackhawk combination wrench back in the mail? Thinking there must have been an error, I email back politely stating so. The next email back says "Challenger was discontinued TWELVE years ago, We now replace them with Blackhawk products.

I email back that I have no problem with the brand substitution but I was expecting a 1/2" saltus wrench and not the ginormous combo wrench I received in its place. Was there a shipping error, I can send this one back in. I also ask if they still make Saltus wrenches or should I look for a different brand. Their Email says "We don't need the wrench back, you may keep it or dispose of it." What is up with the one sentence responses that don't really answer anything?

Next email from me has three questions. Hard to ignore. Very straight to the point.
"Was there a shipping error or is this the new replacement for my wrench?
Do you still have the socket ended (Saltus) wrenches available?
Am I still to expect a replacement for my 1/2" in the mail sometime or should I look for a different replacement?"

Their response:
"This would be the new replacement size for the wrench you sent in."

Another one sentence response that doesn't answer anything, or does it?

So, sorry guys.... The new replacement size for all 1/2" nuts, bolts, and any misc fasteners is now 1-1/8". Hope you stocked up before these nuts and bolts are going to swell up and your old 1/2" wrenches and sockets won't fit anymore. Just go ahead and toss all your 1/2" tools in the trash! 1/2" wasn't a common size anyway! They will be going the way of the Whitworth soon enough. I would like to take partial blame for this since I did try to get a correct replacement for a broken wrench. Please pass most of the blame of the 1/2" tools becoming obsolete to the wonderful customer service @ Stanley-Proto!

Thanks for listening!
-Dane

 

[tonydanzah]

saltus wrench?

 

[MechanicNamedJohn]

I have a few extra 1/2inch wrenches want me to mail you one, or should I save them just incase?

 

[foul_ball]

what is a saltus wrench?

 

[Even 11]

saltus wrench?

Yep, a Saltus wrench. Pre ratcheting box ends, these guys were the best thing available. Matco still makes them and so do a few other brands. Kind of a ******* child of a combo wrench and a socket. here's a good write up of them. (2nd article down)

http://toolmonger.com/category/manufacturers/sk-hand-tools/

-Dane

 

[Even 11]

I have a few extra 1/2inch wrenches want me to mail you one, or should I save them just incase?

John;

Sorry, you should probably just throw them away, They are useless. Proto has informed us that 1/2" is now 1-1/8". All those bolts that were once 1/2" are now as we speak being replaced and or stretched to 1-1/8".

Just like saying "Blue is the new Black" , Proto has given us "This would be the new replacement size for the wrench you sent in."

Thanks for playing.
-Dane

 

[Case]

want to sell it the wrench ?

 

[Bo Heck]

Why not call?

 

[mooman]

Yes, I vote call.

 

[Mickey O]

Thanks for the heads up, I just dumped all my 1/2" wrenches and put a want ad for 1 1/8" combo wrenches here in the classified section and on craig's list.


Stanley (Proto, MAC, Blackhawk, etc.) has always been pretty decent about warranty but I did have problems with them on older New Britain style MAC ratchets, they always sent me back USA made Blackhawk's when I sent in a MAC, they were almost identical and the same OEM but I couldn't seem to get across to them was that MAC being on the ratchet made it worth more, I finally just gave up. Now I call and prearrange warranty items, I also include a letter stating NO IMPORT ****, I don't say **** but I'm clear about no import stuff.

 

[Michael Bryce Winnick]

The woman probably though that 1/2'' was really 1 1/8 since her husban convinced her that 2 inches is really 8.

 

[Joe Mamma]

what is a saltus wrench?

It's basically the same thing as a combination wrench, just smaller.

Joe Mamma

 

[Teken]

saltus wrench?

Yes Saltus wrench . . . And no you can't know where I got them!

 

[RbrtAWhyt]

Teken, I want those. They are nice. I've been trying to find a set of the Craftman saltus wrenches for sometime for a reasonable price. They are hard to find...

 

[Vinko]

The next email back says "Challenger was discontinued TWELVE years ago, We now replace them with Blackhawk products.

So far, I've only had good experiences with Proto.

Repair of torque wrench (but I paid for calibration), replacement of two sockets, and replacement of one snap ring plier (looked to be really the same as an older version of an SO plier).

But the whole thing about them emphasizing "TWELVE" years ago (if they did so in caps), gets my goat, because length of time since tool was made shouldn't be a factor.

Challenger is (was) a good USA-made brand (yes, I know it was lower on the scale then Proto), but to give you a Blackhawk doesn't seem cool.

To give you the wrong size: I'd write a letter and copy the CEO.

Tell him you got the wrong size and kind, you attempted to convey that fact, and were ignored (send xerox of e-mails).

 

[crustysarge]

Good luck, this what I went through with Sears a couple years ago and I finally gave up. No ownership anymore, hired labor who does not care and could not tell the difference between a wrench or pliers unless the computer told them.

 

[Even 11]

Challenger is (was) a good USA-made brand (yes, I know it was lower on the scale then Proto), but to give you a Blackhawk doesn't seem cool.

To give you the wrong size: I'd write a letter and copy the CEO.

Tell him you got the wrong size and kind, you attempted to convey that fact, and were ignored (send xerox of e-mails).

I don't even mind the Challenger to Blackhawk change, but then again its a USA Blackhawk too. They both are the same level in the Stanley-Proto empire. The thing that I don't understand is the size difference. I have sent in five emails now and always get a 1 sentence response like they didn't even read my message. Frustrating to say the least.

-Dane

 

[Stuart in MN]

Another vote for calling them. Email isn't always the best way to communicate.

 

[Vinko]

Another vote for calling them. Email isn't always the best way to communicate.

Calling is better than e-mail, I agree. But a typed letter is so much more rare than e-mail (which is easy), that I find I get better responses with a typewritten letter. My grandfather, who at 95, is still alive, believe that a handwritten letter gets the best results. He's got beautiful penmanship and he writes these crazy-long letters when the utility or other company has "wronged" him. And he gets results

 

[Teken]

I don't even mind the Challenger to Blackhawk change, but then again its a USA Blackhawk too. They both are the same level in the Stanley-Proto empire. The thing that I don't understand is the size difference. I have sent in five emails now and always get a 1 sentence response like they didn't even read my message. Frustrating to say the least.

-Dane

Keep us all posted with the final outcome. Last year I had to deal with someone who did the exact same thing.

Replied with one sentence answers, or the reply had nothing to do with what I asked them.

It always ended with, sorry can't help you!

 

[scooby074]

I guess someone at proto needs a math lesson

Really no excuse for this.

 

[slicktoptt]

The thing is...you shouldn't have to call to get good customer service, especially if you spelled everything out clearly in an email.

I just had a situation where I ordered a particular clear coat aeresol and base coat brand at $26 per can. When the shipment arrives, the clear coat is a different brand. I look around on the interweb thingy and find I could have bought the clear coat for $6. A quick email gets sent to their customer service (over the weekend). Couple of days later, they call and explain and give a refund of the difference.

That is how it should work. If I have to email and then call, I'm done with their products.

 

[lametec]

You should take a picture of trying to remove a 1/2" fastener with the wrench and tell 'em it didn't work, and that the wrench must be broken.

 

[Vinko]

The thing is...you shouldn't have to call to get good customer service, especially if you spelled everything out clearly in an email.

I just had a situation where I ordered a particular clear coat aeresol and base coat brand at $26 per can. When the shipment arrives, the clear coat is a different brand. I look around on the interweb thingy and find I could have bought the clear coat for $6. A quick email gets sent to their customer service (over the weekend). Couple of days later, they call and explain and give a refund of the difference.

That is how it should work. If I have to email and then call, I'm done with their products.

Should is one thing. I find other approaches are sometimes needed.

I may be wrong to think so, as a business owner, but I put a letter above everything else. Well-written e-mail next. Call is also good if the person isn't an ***. And a call is sometimes quicker to resolve or to get results. But then I'm on the fence on "customer service" because it means so many things. Sometimes: "I'm a whiny tw*t, if I scream loud enough or make a fuss, I'll get what I want, even if it's not deserved."

 

[emeraldcoupe]

back from the dead-

i just got off the phone with proto cust service this morning. needed a new head kit for one of my ratchets. no questions,hassles,etc. she took my name and address and it's on the way to me. one of the best customer service experiences i've ever had.

 

[Vinko]

@Even 11: what was the final outcome?