Proto warranty *****!!

[vssjim]

I have never had any trouble with Proto if something broke I just send to the Georgia HQ's and a new tool always shows up in the mail. I find it easier to send it to them than to deal with Grainger etc. I have also sent in ratchet parts to get a kit and they send me a kit.

 

[PowderKeg]

For what it's worth,
Channellock and Klein have similar warranties. i.e., it's guaranteed against defects, but not against wearing out.

Technically speaking, isn't that how most all hand tool warranties work? Normal wear and abuse isn't supposed to be covered. Now, we've all gotten spoiled by the Craftsman "satisfaction guaranteed" idea - take any 'ol POS in for any 'ol reason, and get a brand spankin' shiny new one to replace it for FREEEEEE!! Except I believe even Sears could (and at times has, if I remember some other posts here and elsewhere) refuse warranty for the same normal wear or abuse issues - it's just that they infrequently, or inconsistently, do that.

That said, still sounds to me like wrenchr is gettin' the shaft from Stanley/Proto - broke is definitely different from worn out and should be covered. Hopefully I'll never have any problems with the Proto/Blackhawk ratcheting box wrench set I recently got off flea bay (for $22). They look awful nice and shiny - would hate to toss them in the trash...

 

[Merkava_4]

I have also sent in ratchet parts to get a kit and they send me a kit.

That's another outstanding route to go. Leave a note with the old parts telling them what the model number of the ratchet is.

 

[ImportTuner]

Technically speaking, isn't that how most all hand tool warranties work? Normal wear and abuse isn't supposed to be covered. Now, we've all gotten spoiled by the Craftsman "satisfaction guaranteed" idea - take any 'ol POS in for any 'ol reason, and get a brand spankin' shiny new one to replace it for FREEEEEE!! Except I believe even Sears could (and at times has, if I remember some other posts here and elsewhere) refuse warranty for the same normal wear or abuse issues - it's just that they infrequently, or inconsistently, do that.

That said, still sounds to me like wrenchr is gettin' the shaft from Stanley/Proto - broke is definitely different from worn out and should be covered. Hopefully I'll never have any problems with the Proto/Blackhawk ratcheting box wrench set I recently got off flea bay (for $22). They look awful nice and shiny - would hate to toss them in the trash...

I got the exact set off Ebay for $29 plus shipping .. the 17 mm ratchet keeps locking up but everything else is working ok; sending the 17 mm back to Proto-Stanley for warranty replacement ...

 

[Uncle Buck]

Man I just cannot believe this. Years back I bought a heavily abused and impacted 3/4" chrome u-joint second hand, this thing was way beyond beat it was severely abused I would say. I turned it into a contractor supply company and I had to wait about a week but damned if they didn't give me a nice spankin new one to replace it. In fact they even replaced a broken drive reducer 3/4" x 1/2" (that was stamped from the factory No Warranty) with a new tool as well! This is simply a doggone shame!

 

[64merc]

That's another outstanding route to go. Leave a note with the old parts telling them what the model number of the ratchet is.

You're right, that is an idea I hadn't thought of for some reason. It will definitely save a little on postage.

 

[Merkava_4]

wrenchr was just talking to the wrong person and didn't get their name so I could send them some spam.

 

[CatfishXpress]

I recently called and had a 1/4" drive stanley ratchet and torx bit socket warranted. No problems, they didn't even ask for the old parts, they just told me to trash them.

 

[Merkava_4]

wrenchr, can you at least tell us whether it was a man or a woman? I thinking it was probably a woman; they use the word NO quite often.

 

[eschoendorff]

Did the part break or wear out. If it broke in normal use, I can't see why it would not be covered. If it wore out over many years, then they do have a point. The response is not what I would expect from a major corporation. To me it is very unprofessionally written.

I had the same impression... unprofessional. Which is ironic, really, from a company named after PROfessional TOols....

 

[wrenchr]

wrenchr, can you at least tell us whether it was a man or a woman? I thinking it was probably a woman; they use the word NO quite often.

I sent this thru customer service, via internet.

 

[MAD]

The response is not what I would expect from a major corporation. To me it is very unprofessionally written.

I had the same impression... unprofessional. Which is ironic, really, from a company named after PROfessional TOols....

Perhaps they are outsourcing some of their customer service to be "implemented to Stanley/Proto's specifications through global human resources".


Whatever the letter of the warranty says, this is a change from the way it has been interpreted by many customers and acted on by Stanley in the past. If only to determine whether this is an actual policy change and not just a poorly trained employee, I would try again.

 

[wrenchr]

I filed another claim. I explained it is not worn but broken. We will see.

 

[Moose-LandTran]

As my mum says, "speak to head office".

 

[Merkava_4]

I sent this thru customer service, via internet.

Definitely a woman then; they always go straight by the book.

 

[wrenchr]

Yah I'm not to thrilled with this process. And to think I liked their product.

 

[Merkava_4]

What was the part number of the ratchet again? I might shoot them an e-mail pretending to need a ratchet kit and see what happens.

 

[Moose-LandTran]

I just had a vision of angry Garage Journal members storming the Stanley-Proto head office like a crowd of heavily-armed disgruntled postal workers.

Just like in Naked Gun..

 

[wrenchr]

What was the part number of the ratchet again? I might shoot them an e-mail pretending to need a ratchet kit and see what happens.

5249 3/8

 

[wrenchr]

Ah huh, I just got this back from proto
I have been sending a link to this post all along!!

A replacement ratchet will be sent to you.

 

[64merc]

Ah huh, I just got this back from proto
I have been sending a link to this post all along!!

A replacement ratchet will be sent to you.

Awesome man!!! I'm glad you didn't give up on it.

I'm still curious to know whether they had a policy change or not. Either way, the squeaky wheel gets the greasin'

 

[wrenchr]

I also explained that it was not "WORN" but "BROKE".

 

[64merc]

I also explained that it was not "WORN" but "BROKE".

Those idiots....I won't say it's impossible, but that style of ratchet would be hard to "wear out", as opposed to actually breaking.

 

[Uncle Buck]

Ah huh, I just got this back from proto
I have been sending a link to this post all along!!

A replacement ratchet will be sent to you.

Glad you got it, but sad that you had to fight them to get it!

 

[wrenchr]

Glad you got it, but sad that you had to fight them to get it!

I knew I could keep battling them back and forth. But I chose to keep sending them links to this thread and this morning I'm sure they seen there was close to 1000 views and almost 100 posts. The title tends to grab yuh.
Thanks everyone for the great support of this thread!!
And WE do have a voice and a choice for that matter.

 

[64merc]

I knew I could keep battling them back and forth. But I chose to keep sending them links to this thread and this morning I'm sure they seen there was close to 1000 views and almost 100 posts. The title tends to grab yuh.
Thanks everyone for the great support of this thread!!
And WE do have a voice and a choice for that matter.

Ah, I gotcha!!! Nicely played.

 

[Merkava_4]

Ah huh, I just got this back from proto
I have been sending a link to this post all along!!

A replacement ratchet will be sent to you.

They probably clicked on the link and saw some guy named Merkava_4 which scared the hell out of them.

 

[wrenchr]

They probably clicked on the link and saw some guy named Merkava_4 which scared the hell out of them.

Yah that sent them screaming

 

[Uncle Buck]

Yah that sent them screaming

THEM! WHAT ABOUT US!

 

[Deafautotech]

They probably clicked on the link and saw some guy named Merkava_4 which scared the hell out of them.

that is so funny!

 

[Treeman]

They probably clicked on the link and saw some guy named Merkava_4 which scared the hell out of them.

Especially if they were women.



Regarding wrenchr's warranty experience.......At least 5 years ago I learned not to put anyone or any company up on a pedestal because no matter how excellent they are, they will topple off eventually. It's just the way it is, and more recently, it is common place.

It's amazing how people's perception of a multi billion dollar company can be changed due to a bad experience with just ONE bonehead in that company.

Wrenchr did right in taking responsibility and action to get his own needs met. That works much better than just whining about it. Kudos to you, wrenchr.

 

[wrenchr]

that is so funny!

But were you scared????:

 

[chad s]

But were you scared????:

Merkava doesnt scare me anymore, he's cool in my book.

 

[wrenchr]

Merkava doesnt scare me anymore, he's cool in my book.

I would say misunderstood, but not scary

 

[Uncle Buck]

I would say misunderstood, but not scary

I would say that is accurate!

 

[dxdexter]

I'm glad to hear you will get a new ratchet.

I can't help but think, based on the initial response, that the respondent does not speak for the entire Proto company and their warranty. Maybe they will be seeking new employment soon.

 

[wrenchr]

I'm glad to hear you will get a new ratchet.

I can't help but think, based on the initial response, that the respondent does not speak for the entire Proto company and their warranty. Maybe they will be seeking new employment soon.

We could only be so lucky!! I feel for the person who has mostly proto tools.

 

[gotmud13613]

Glad to hear you got it replaced

 

[3/8"indestro]

I'm a little bit late on this topic,but what I'm curious about is the rep. that sent you that e-mail.he/she get fired? not a very professional way to deal/treat customers.I have about 8 Proto ratchets and really like their products,but if one or more breaks and gets the same treatment I will take my business somewhere else.

so if Corporate is still following this thread,we pay extra for your tools cause we expect good customer service from you.

 

[eschoendorff]

Glad to hear you got it replaced

Especially since Proto's cousin, MAC advertises "Customers For Life..."

I bought Proto based on my experience with MAC tools. Well, that and the fact that I like Proto tools...

Really glad to hear that everything worked out!