Proto Warranty Question

[mkirkpatrick]

I have a Proto Los Angeles 3inch 1/2" extension that I broke a couple weeks ago. I looked on the Proto web page and am I reading it right that I have to take it to a dealer to get warranty replacement? Any input would be greatly appreciated.

Mike

 

[Merkava_4]

Your best bet is to send it in to Proto and skip the dealer.

 

[Adam McLaughlin]

Agreed. Hell, I do that on all of my truck brand stuff anyway

Adam

 

[philw]

Not sure how their warranty reads now but in 2001 they had a couple of disclaimers.

"The exclusive remedy under this limited lifetime waranty for products determined to be deficient in materials or workmanship by tsw/proto is repair or replacement with a reconditioned tool of equal value by tsw/proto"
"In no event shall tsw/proto be responsible for more than the origianl purchase price of the product."

Looks like you may get $3 worth of tool!!!.....Proto Los Angeles is OLD....early 50's.

Chances are Proto won't bother giving you a hard time and they will warranty it if it looks like a defect and not abuse.

The catalog states you can make a claim by calling 1800.800.TOOL.........not sure if that # is still good but it's worth a shot. The customer service dept is listed as being in Covington, Georgia.

 

[mkirkpatrick]

Thanks everyone, I wasn't looking forward to dealing with a dealer. I just want to get the extension replaced. I will give proto a call tomorrow. I know it was old, it was one of the tools that my dad left me when he died. Was not too happy when it broke, but he gave them to me to use. I am sure he was looking down smiling when it broke.

 

[gc11090]

Just call them at 1-800-800-TOOL

Tell them what happened and they will most likely send you a replacement.

I brought a broken ratchet for a fe bux, called them and told them I brought a broken ratchet and wanted to know how much a rebuild kit was. The lady asked me for the item code on the ratchet, then for my address and told me I would have my FREE rebuild kit in 2-3 days.

 

[mkirkpatrick]

Called them today, I need to send the extension in or have it warrantied through a dealer. There is a dealer by work so I will take it over there on my lunch break. See what they say.

 

[Merkava_4]

If that dealer is Grainger, I can save you the trip ...

 

[mkirkpatrick]

If that dealer is Grainger, I can save you the trip ...

I do listen to you Merk I wasn't even going to try Grainger. A couple other dealers in town.

 

[Toolhorder]

If that dealer is Grainger, I can save you the trip ...

Grainger warranties my Proto stuff without a problem. Blackhawk too.

It went like this everytime,

Counterguy "How can I help you?"
Toolhorder "I'd like to get this tool replaced under warranty"
Counterguy "Uhhh, I don't think we can do that"
Toolhorder "Why? It's lifetime warranty"
Counterguy "Does it have a defect?"
Toolhorder "Yeah it's broken"
Counterguy "I'll have to get the manager"
Toolhorder "Umm, Okay"
Counterguy "Please wait to the side sir"
Toolhorder "ok"
Manager comes in 10 mins. later
Manager "Hi, how can I help you"
Toolhorder "This tool is broken, I'd like to get it replaced"
Manager "uhhh, (insert tool brand here) isn't warrantied for life"
Toolhorder "Says right in the text it is when I bought it"
Manager "Do you have an account with us?"
Toolhorder "Nope, this is where they told me to go to get a replacement when I called on the phone"
Manager "you have to have an account"
Toolhorder "I feel like you're giving me the run around guy"
Manager "Company policy"
Toolhorder " Come on man this is ridiculous"
Manager "......."
Toolhorder "Should I call (insert tool brand here) right here on my cell phone so you can hear them tell me to come here?"
Manager "Not even sure we carry that tool"
Toolhorder "check please"
Manager "We have one but I'll have to look in this catalog for specific warranty coverage"
Toolhorder "OKAY"
Manager "It looks like it's lifetime warranty but what code do I use....."
Manager "hmmm"
Manager "um, here just take it and I'll figure it out later"
Manager "NEXT person in line!"

 

[lwlobo]

My conversations at Grainger are a little simpler (goes for Fastenal and lots of other places around too).

Grainger or Fastenal: company policy, no warranty, returns, exchanges, restocking fee, blah, blah.
Me: Can you check how much business our company (fortune 200 manufacturing company, with hundreds of real manufacturing plants all over the world) does with you and try again?
Grainger or Fastenal: OK, no problem sir, here's a new one (or your money back, or whatever) have a nice day!

Most vendors are happy to let us use our very well leveraged corporate discounts on personal purchases too. Working for a big company does have some upsides, as well as some downers too.

 

[Merkava_4]

Grainger warranties my Proto stuff without a problem. Blackhawk too.

It went like this everytime,

Counterguy "How can I help you?"
Toolhorder "I'd like to get this tool replaced under warranty"
Counterguy "Uhhh, I don't think we can do that"
Toolhorder "Why? It's lifetime warranty"
Counterguy "Does it have a defect?"
Toolhorder "Yeah it's broken"
Counterguy "I'll have to get the manager"
Toolhorder "Umm, Okay"
Counterguy "Please wait to the side sir"
Toolhorder "ok"
Manager comes in 10 mins. later
Manager "Hi, how can I help you"
Toolhorder "This tool is broken, I'd like to get it replaced"
Manager "uhhh, (insert tool brand here) isn't warrantied for life"
Toolhorder "Says right in the text it is when I bought it"
Manager "Do you have an account with us?"
Toolhorder "Nope, this is where they told me to go to get a replacement when I called on the phone"
Manager "you have to have an account"
Toolhorder "I feel like you're giving me the run around guy"
Manager "Company policy"
Toolhorder " Come on man this is ridiculous"
Manager "......."
Toolhorder "Should I call (insert tool brand here) right here on my cell phone so you can hear them tell me to come here?"
Manager "Not even sure we carry that tool"
Toolhorder "check please"
Manager "We have one but I'll have to look in this catalog for specific warranty coverage"
Toolhorder "OKAY"
Manager "It looks like it's lifetime warranty but what code do I use....."
Manager "hmmm"
Manager "um, here just take it and I'll figure it out later"
Manager "NEXT person in line!"

Good God man, that's some serious bureaucratic hassle right there.

 

[MC1983]

I called Proto for a rebuild kit for a 5249 ratchet that is skipping a bit in one direction. I took it apart and the gear looks to be a bit worn on one side and that is probably causing it. The rep on the phone had mentioned I take it to a dealer in my area to get it done.

Also called Danaher looking for a rebuild kit on an old ARMSTRONG 10-903 ratchet missing the pawl/spring/lever (took it apart to clean and lost the pieces in a move) and they told me since the ratchet is no longer made and supported, they would trade it out for the newer 10-972 design.

I guess I will see if Grainger/Fastenal/MSC will honor these warranty claims. Good to hear that some of you have had some success dealing with some of these companies.

 

[FastKat]

Agreed, the only way my Grainger will warranty tools is if you bought it there... even then, they want it within 30 days of purchase. It's a bunch of ****. I called Proto customer service on it and the lady said "...yea, I can find you another dealer or you can just send it in?!"

If that dealer is Grainger, I can save you the trip ...

 

[moparmuscle88]

ill have to remember that, i have some older proto tools that i can put to "normal use" again

 

[MC1983]

So after calling the local dealer (not Grainger) for a rebuild kit on my 5249 and they did not know what to do. They mentioned without a receipt or anything, they would have to charge me for it until they can get the warranty OK by proto. I called Proto back and they told me I could take the guts out of the ratchet and mail it to their warranty dept. They said its about a week processing time before they can get the repair kit mailed back out to me.

As for Danaher and my armstrong ratchet, they sent me to fastenal and it went pretty smoothly. They said that they can honor the warranty and swapped out my 10-930 ratchet for a brand new 10-972

Are there any updates from mkirkpatrick on his dealings with Proto directly?

 

[RM209]

Unfortunately, this shows the weakness of the "traditional" tool distribution model. The truck brands focus on customer service as an integral part of their business, while Sears has a retailing model, where returns (with perhaps a few exceptions) are considered anormal part of the business.

Last week I called Proto to determine the best way to exchange a cracked 3/4" deep socket. They were very cordial, and recommended that I mail them the socket for replacement; they suggested that Grainger doesn't do a lot of warranty replacements. Uunfortunately, it'll almost cost as much in postage as the cost to buy another socket,and take almost
two weeks (round trip).


RM209

 

[48548]

I have had good luck with proto in the past, getting kits and or ratchets/sockets replaced, but the shipping does bite, but I don't mind just like I pay for my shipping to snap on... It is a personal choice. They have replaced some of my old los angles proto stuff no questions asked, still waiting to see if they will replace a plomb socket, hahaha.

 

[atari]

So after calling the local dealer (not Grainger) for a rebuild kit on my 5249 and they did not know what to do. They mentioned without a receipt or anything, they would have to charge me for it until they can get the warranty OK by proto. I called Proto back and they told me I could take the guts out of the ratchet and mail it to their warranty dept. They said its about a week processing time before they can get the repair kit mailed back out to me.

I just got a rebuild kit for my 5249 without sending anything in. I just called and asked for a rebuild kit and they told me it would be a week before they were back in stock but as soon as they were they would send one out. I did get a little bit of dealer hassle but after I called the dealer and they said they would have to order the parts anyway I called Proto back and they agreed to send one.

 

[mkirkpatrick]

An update, went to a couple of dealers that Proto had listed on their website, they don't carry proto any longer because they had problems getting product. Guess I will bite the bullet and see what Grainger says. If not send it in. Will keep ya all updated.

 

[hofferwood]

Hi all,
I searched "proto warranty", and found this older thread.
I'm glad I did, because it helped greatly with an older proto 1/4" ratchet that was hiding in one of my junk boxes.( it's a 4749, Grainger still has them)
Here goes, I called Proto(1-800-800-tool), and talked to Lisa (get their name),
explained that I needed a repair kit. Lisa gave me the #4749RK, I said "can I get it under warranty?"
Lisa "have you contacted your dealer"
Me "Will they honor the warranty?" (Grainger)-----The read prepared me----
Lisa "Yes they should"
Me " Ok thank you for your time, I will probably be talking to you later today, and you have a very nice day, bye."
Call Grainger, Talk to Mary Ann, explained the situation. She had to investigate the warranty procedure--yada,yada,yada.
"Do you have an account????"
"Yes I do"-------( Open a G. account online, it's easy. I order online & do will call)
Then Mary Ann says "Who did you talk to at Proto?"
I gave her Lisa's name & the number I talked to her on.
After being on hold for about 1 min. Mary Ann says "It will be sent to you"
Verified my address, And then thanked me for having the little info I had, she said it saved her alot of work,and will help for future, similar situations.

And again reading this prepared me, Who you talk to, Phase of the moon,so on, and so on. (Hell typing this took way longer than my phone time(about 10 min)).
Chuck

 

[toymn6366]

i just warrantyed a 1/2 wrench out of a set at a local indepentent store in gainesville georgia the only problem was they had satin fin. and the broke one was a full polish but i didn't care works the same

 

[comedyman809]

grainger will replace anything the sell for up to one year.

knipex they will replace for a lifetime as long as you bought it from grainger.

i had channlloack dykes and ideal cutters replaced.

they even told me to disguard the bad tools.

proto, i know i had to go through proto to warranty my tools.

 

[caper]

Don't get me started on trying to get a warranty from Grainger.Our company has a multi million dollar supply contract with them and they're still dicks about a ratchet kit.I can't see us staying with them long.They never have what you order,ship you whatever **** they have whether it's close or not and bill us even if we order something and they don't have it.It gets billed right away and may not come in for a month if at all.

 

[ourkid2000]

Caper, are you talking about Acklands-Grainger? My company has an account with these losers as well....

I tore a strip off our tool guy from them the last time he was around and told him how disappointed I was with their service and him in particular......I just said what everyone else was thinking. I haven't seen him around the hangar since actually.

There's something to be said for the cheap tool vendors who replace your stuff with no hassles. It's such a downer and puts me in a real bad mood for quite some time after having issues with service of my ridiculously expensive tool truck tools.

 

[caper]

You should watch yourself around those dicks.I complained about the service to the regional manager.He filed a formal complaint with my boss's boss about me complaining and saying they're service sucked.He pushed it so far I ended up before a formal hearing with Human Resources and the Union.Ended up being given a "verbal warning" that if I have any issues with them I have to have my supervisor handle it.This was over a warranty repair for a personal tool,not even a company issue but the email to the regional manager came from my work email so I "misrepresented" the company.After what they did they came in the shop all smiles and chuckles and pretty much everyone there told them not to waste their time coming around,they get very little sales in our shop,contract or not.

 

[ourkid2000]

Wow, that is a crazy story.....

The guy I gave a hard time seems to have given up his current job anyways. I guess they feel he was good enough to give a promotion.

Anyways, I have no idea how they can get any business operating like this. I'm done with these places anyways, I get my own tools now.

 

[comedyman809]

id hate to say this, but my luck with grainger and msc is always a good experience.

they both warranteed many tools.

msc warrantees them over the phone and next day ares the tools without even seeing the broken tool.

when i return things, there is never an issue.

proto has given me the rebuild kits for my ratchets, no problems.

i think the problem you might be having with you grainger has nothing to do with you, its probably your procurment director.

company's purchasing, accounts payable departments tend to beat up other sales associates.

maybe this is a situation where the deal your company worked out with them is backfiring.

some company's beat up other companies to get a better price. after the beating, everyone else suffers.

some company's refuse business with me and i found out because the million aire owner at the time(years ago) beat the sales rep up so bad that they practically gave some equipment away.

 

[hofferwood]

Hi all,
I searched "proto warranty", and found this older thread.
I'm glad I did, because it helped greatly with an older proto 1/4" ratchet that was hiding in one of my junk boxes.( it's a 4749, Grainger still has them)
Here goes, I called Proto(1-800-800-tool), and talked to Lisa (get their name),
explained that I needed a repair kit. Lisa gave me the #4749RK, I said "can I get it under warranty?"
Lisa "have you contacted your dealer"
Me "Will they honor the warranty?" (Grainger)-----The read prepared me----
Lisa "Yes they should"
Me " Ok thank you for your time, I will probably be talking to you later today, and you have a very nice day, bye."
Call Grainger, Talk to Mary Ann, explained the situation. She had to investigate the warranty procedure--yada,yada,yada.
"Do you have an account????"
"Yes I do"-------( Open a G. account online, it's easy. I order online & do will call)
Then Mary Ann says "Who did you talk to at Proto?"
I gave her Lisa's name & the number I talked to her on.
After being on hold for about 1 min. Mary Ann says "It will be sent to you"
Verified my address, And then thanked me for having the little info I had, she said it saved her alot of work,and will help for future, similar situations.

And again reading this prepared me, Who you talk to, Phase of the moon,so on, and so on. (Hell typing this took way longer than my phone time(about 10 min)).
Chuck

Got the repair kit thurs. morning (2 days, and it came FEDEX).
Can't ***** about that
Chuck