Thanks eschoendorff,
You should not have to go thru that though. I have a Mac account to boot.
Proto warranty *****!!
- Thread starter wrenchr
- Start date
Thanks eschoendorff,
You should not have to go thru that though. I have a Mac account to boot.
lbgradwell
Well-known member
Another experience...
I needed a gut kit for an old Proto 1/4" 4749 ratchet. I just called Stanley Canada & spoke with a CS rep... She said they can't mail out the kits & that I'd need to bring the ratchet to an Acklands-Grainger for assessment/repair. That's not really too convenient!
I asked to speak to the Proto manager & was put through to a pleasant fellow named Wayne. I explained my situation and Wayne took my name & address so he could "mail a kit right out" to me!
While I believe that the policy should be to send kits upon request, I still have to give kudos to Proto for doing the right thing with little trouble!
I needed a gut kit for an old Proto 1/4" 4749 ratchet. I just called Stanley Canada & spoke with a CS rep... She said they can't mail out the kits & that I'd need to bring the ratchet to an Acklands-Grainger for assessment/repair. That's not really too convenient!
I asked to speak to the Proto manager & was put through to a pleasant fellow named Wayne. I explained my situation and Wayne took my name & address so he could "mail a kit right out" to me!
While I believe that the policy should be to send kits upon request, I still have to give kudos to Proto for doing the right thing with little trouble!
Ok, I'm going to add to this thread even though it isn't Proto related.
I called Danaher yesterday to get a rebuild kit for a 1/4" KD ratchet and they told me to go to Napa for warranty service. I already know how they are there, so I called a local Napa today and they said they would only do it with a receipt (WTF). I called Danaher again and didn't mention my previous call. Well, this person just said no problem and is sending me a kit in the mail.
So it just goes to show you that it really depends on who you speak to.
I called Danaher yesterday to get a rebuild kit for a 1/4" KD ratchet and they told me to go to Napa for warranty service. I already know how they are there, so I called a local Napa today and they said they would only do it with a receipt (WTF). I called Danaher again and didn't mention my previous call. Well, this person just said no problem and is sending me a kit in the mail.
So it just goes to show you that it really depends on who you speak to.
I have never been able to understand not wanting to send out kits. It saves time, labor and higher postal costs to have you do the work of fixing it vs them.
You think they would figure out you are doing the work of fixing it.
You think they would figure out you are doing the work of fixing it.
Well I got the ratchet today!!! Thanks again guy's for the help!!!
And I will not sell all of my proto stuff now
Great!!! Another victory for the little guy!!!
Are you sure you don't wan't to sell your Proto stuff for dirt cheap to us?
Moose-LandTran
Well-known member
How about just cheap, instead of dirt cheap?
please?
please?
Moose-LandTran
Well-known member
Dunno, i hear they're hard to warranty!
I hate that that is the way it is. It shouldn't be. Just like every snapon dealer is different, or you get a different experience at Sears depending on who is at the counter.
Today I went to HF trying to exchange something. The GIRL checked the computer, showing 8 in stock. She couldn't find them, came back and told me they didn't have it. I said, what about the 8 in stock? She said, word for word, "IT DOESN'T MATTER WHAT THE COMPUTER SAYS"
She brought some other ******* guy who told me that someone was stealing them from the shelves!!!!!!!!!!
From our local HF that could easily be true. It is like our Sears, if they say there is less than 10 be nervouse and less than five to not expect to find them. Look like the same people in different stores and have the same issues.
SocketDeviler
Well-known member
Glad this worked out for you wrenchr.
I just received a rebuild kit for a 1/4" Proto. Took less than a week to receive and was sent via UPS. No hassle at all.
I just received a rebuild kit for a 1/4" Proto. Took less than a week to receive and was sent via UPS. No hassle at all.
I just came across an old Proto ratchet I have had for years that would only work one way. I e-mailed Proto telling them that, and within 15 minutes they reported that they would have a kit on the way shortly. We'll see if it comes, but they didn't even ask a question before replying with the offer to send the kit.
On a similar note, I e-mailed SK with the same request, and they too responded immediately with an offer for a free repair kit.
On a similar note, I e-mailed SK with the same request, and they too responded immediately with an offer for a free repair kit.
Just to add to this thread... I sent in a similar email to Proto CS after a run in with Grainger. The local Grainger counter guy asked for my account # (I gave him my work one) explained I had a ratchet that needed a rebuild kit or replaced under warranty. "Did you buy it from us?" Well I don't think so.. I've had it awhile. "Well I can sell you a rebuild kit but I can't warranty it if it wasn't purchased through us." Ummm ok.. I guess I can kinda understand because the manufacturers probably make people like this "eat" warranties that they don't have purchase slips on. Still.. ugh. So I emailed Proto and explained my run in with Grainger and asked for either a rebuild kit or a replacement ratchet. Waiting on the response............. I'll update when I get one! Here's hoping for a good response!
Start a new thread and send the link to them
Hahaha... I'm going to see what email response I get first. I emailed late in the day central time so I'm assuming I'll get a response tomorrow. We shall see!
Welp....... 24+ hours... no response yet. Hmmmmm I did forget to write down my case # for my email request so I might be kinda screwed there. Doh! I can always resubmit with this thread link!
Ha!!! That's nothing, I just got a response from Danaher about the email I sent 9 days ago.
I emailed the only email address provided for KD tools and it eventually went to the right person. I already have a rebuild kit on the way (I made a phone call last week) but I politely responded to the email and gave them my address so that they could send me another kit.
Got my replacement Blackhawk ratcheting wrench in a week and a half ...
So I called Stanley/Proto customer service today... 800-800-TOOL. The lady was nice but simply did a search by my zip code for local distributors/dealers. I said.. I had been to Grainger and they refused to help me since I hadn't purchased through them. So she provided me some more names off the list. One is a corporate office for another industrial safety supply place... strike one. The second said.. .well if you didn't buy them from me all I can do is offer to send them to Proto for you..strike two. Third said.. "I hate these tool companies.. they tell people its lifetime warranty then they want to come back to me for warranty. In reality if I swap it out then they say its not warranty when it gets back to them I'm stuck eating the tools." Needless to say he didn't sound like he wanted to help me nor do I think they'd have the tool I need in stock.. its a Hertz equip rental. STRIKE THREE.
So now... do I toss these in a box (I was digging in my busted tool drawer and found a 7/8" 12pt socket that had a nice crack in the side) and mail em to Proto and hope they come back? Or send another email to customer service and complain about the lack of service, etc? I'm irked just a wee bit at this point.
So now... do I toss these in a box (I was digging in my busted tool drawer and found a 7/8" 12pt socket that had a nice crack in the side) and mail em to Proto and hope they come back? Or send another email to customer service and complain about the lack of service, etc? I'm irked just a wee bit at this point.
I'd be pretty ticked off right now too. Personally, I would call back again. If you get someone different just ask them for a rebuild kit. If they refer you to a distributor tell them your story and insist on a kit. If you get the same person, don't go off on them, but let them know you are not happy!!!
If this doesn't work, try emailing them again and again until they get tired of you. You might even link this thread or start a new Proto ***** thread to share your problems. If you don't mind paying for postage (I would mind), I'm sure they'll fix it if you mail it in. Or, it was suggested to just mail them the broken parts and put a note with the ratchet model # and all that stuff.
Well, the repair kit I e-mailed Proto about four days ago showed up at the door today. I couldn't have asked for anything simpler. They never asked for proof that I actually had the tool or anything. I am glad to get it, because I was wanting another 3/8 ratchet for an extra toolbox I have. I'm not necessarily so crazy about the 24 tooth thing, but I can deal with it for free.
Did they email you a confirmation that they were sending you a repair kit or did it just show up? I guess my biggest concern now is that I have a broken socket as well. I might just submit another email with pictures of the broken socket and ask for a replacement socket and a rebuild kit and see where that gets me. They had a place to attach photos when I sent my first request. That and I'll call them and ask... two addresses. Who knows maybe I'll get two rebuild kits then as long as I don't break the handle on this ratchet I'll be set for a good long while! haha.
I e-mailed them telling them I had a problem with an old ratchet and would like to know if they still made a kit for it. They e-mailed me back within a few hours asking for my address. I e-mailed them back immediately. Within a couple of hours they sent me a final e-mail saying they would mail it shortly. Within three or four days it was on my doorstep.
I just hope the SK kit I asked for the same day gets here soon.
I just hope the SK kit I asked for the same day gets here soon.
Junkman
Well-known member
I'm not mad I'm done, And it is going in the trash.
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.
Well I got the ratchet today!!! Thanks again guy's for the help!!!
And I will not sell all of my proto stuff now
I will pass on selling it dirt cheap!!!
I am paying 15 cents per pound for Proto tools........ Please ship postage paid...
Junkman Recycling Center
P.O. Box 1089537890386789354
Rocker Fella Center
New Yourk, New Joisey
07435
eschoendorff
Well-known member
Absolutely hilarious.......... hahahhaha classic.
eschoendorff
Well-known member
Yeah and I'll bet that you get your new tools and you'll be happy in the end. It's just too bad you had to jump through all those hoops.
cruiser808
Well-known member
After seeing recent everyone's experiences and responses from Proto, I wondering if I should give them a heads up with my dissatisfaction on their warranty service. If you read #27 of this thread, you'll see that I got stiffed by customer service over a 5249 repair kit.
I'm in a quandry though. After some modifying, squeezing, forcing and pushing, I did manage to fix the ratchet with spare used parts from a 5449 and it works fine now. I'm not eager to take it apart anytime soon though.
Well, should I just forget the whole thing, or pursue the matter further to get the right kit?
I'm in a quandry though. After some modifying, squeezing, forcing and pushing, I did manage to fix the ratchet with spare used parts from a 5449 and it works fine now. I'm not eager to take it apart anytime soon though.
Well, should I just forget the whole thing, or pursue the matter further to get the right kit?
cruiser808
Well-known member
Send this link to them!!! I like the tools but they do not stand behind them!!
Gentlemen, you are all an inspiration to me and as such, I shall continue my quest for a 5249 repair kit and report back. I still have a very serious collection of Proto tools and in the past I sent some big buck referals to its former local distributors (who were also marine contractors). But that's another story.
eschoendorff
Well-known member
Gentlemen, you are all an inspiration to me and as such, I shall continue my quest for a 5249 repair kit and report back. I still have a very serious collection of Proto tools and in the past I sent some big buck referals to its former local distributors (who were also marine contractors). But that's another story.
Do NOT go gentle into that good night.....
