Share your Recent Warranty Experience

[nbpt100]

Most all hand tools say they have a " Life Time Warranty". Some brands make it easier than others to make a claim and get your tool replaced or repaired. Some do not.

Let's start this thread for members to characterize how "Hassle Free" or not their experience was to claim a warranty on their broken Hand tools.

I am suggesting it is kept to recent experiences as things change over time. Let's say anytime from January of 2018 to date.

Over time we can see which brands are walking their talk and providing good warranty service and who may be building walls or slow walking a warranty claim.

What is important to know so we collect consistent data:

1. Brand of tool
2. Type of tool and what was wrong with it.
3. Where did you purchase it (name of store, tool truck, website etc.)?
How and where did you process the warranty claim?
i.e. In a retail store, tool truck, On the phone, Web site etc.
Did you have to mail the tool somewhere, email pictures etc.
4. Was it Hassle free? Yes or No
5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way?

Have at it.

 

[nbpt100]

I will start.

1. Sears Craftsman
2. A new #10 Torx driver that did not fit in to any #10 screw. Clearly a manufacturing defect.
3. Purchased at Sears and returned it to sears.
4. Hassle free in store replacement.

1. Pittsburgh
2. Wobble 1/4 inch extension wore out fast and would no longer hold a socket.
3. Purchased at Harbor Freight and returned it there.
4. Hassle free in store replacement.

 

[Yarpo]

1. Brand of tool
2. Type of tool and what was wrong with it.
3. Where did you purchase it (name of store, tool truck, website etc.)?
How and where did you process the warranty claim?
i.e. In a retail store, tool truck, On the phone, Web site etc.
Did you have to mail the tool somewhere, email pictures etc.
4. Was it Hassle free? Yes or No
5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way?

Only tool in the last two years I've needed to Warranty and it was no fault of the tool

#1 -> Carlyle
#2 -> Carlyle 5pc XL flex ratcheting wrenches / 3 piece Ratchet set. Both arrived used
#3 -> Napa online, wherever their real deal flyer brings you
#4 -> No
#5 -> Despite the fact that the items came from Napa online, opened and used, my local napa would not warranty them. Included with the items was this printed on the back of the receipt, which was useless at both my local napa and the napa outside of town.

#6 -> No, I was able to swap out the ratchets because the ratchets I received where so used the selector locked up and the ratchets simply didn't function AT ALL, but the ratcheting wrenches appeared well used but still functioned so napa was not welling to warranty them. They work and are ok tools, but they look like wrenches one would have used for months, rather than brand new. Certainly not impressed with their service, but happy with the wrenches despite being "used"

 

[snickers muncher]

1. Duralast
2. 1/4 extension that would not hold on to a socket---socket would fall off.
3. Autozone
4. Hassel free
5. Walked in. Told them I wanted to do a warranty exchange. Showed them what was wrong. They handed me a new one and kept the old one.
6. Satisfied

 

[Bill Bowman]

Home Depot. Huskey small pick set, with one tip broken off. Customer Service gal says "you need to send it back to Huskey for warranty. " I call bs, and ask for manager, because website says warranty on the spot at store. Left with my replacement pick.

 

[timoboy]

Only tool in the last two years I've needed to Warranty and it was no fault of the tool

#1 -> Carlyle
#2 -> Carlyle 5pc XL flex ratcheting wrenches / 3 piece Ratchet set. Both arrived used
#3 -> Napa online, wherever their real deal flyer brings you
#4 -> No
#5 -> Despite the fact that the items came from Napa online, opened and used, my local napa would not warranty them. Included with the items was this printed on the back of the receipt, which was useless at both my local napa and the napa outside of town.

#6 -> No, I was able to swap out the ratchets because the ratchets I received where so used the selector locked up and the ratchets simply didn't function AT ALL, but the ratcheting wrenches appeared well used but still functioned so napa was not welling to warranty them. They work and are ok tools, but they look like wrenches one would have used for months, rather than brand new. Certainly not impressed with their service, but happy with the wrenches despite being "used"

This doesn't seem like a fault of the brand necessary. I know Napa online has zero customer service anything I ask them to do they say they can't do it. But like anything online you should always order with a decent credit card. They would have 100% taken care of you in this case. All you would need would be at most tracking showing you mailed it back to where it came from.

Heck I ordered a drop shipped control arm from a weird auto parts online storefront. Shipped directly from a part warehouse came broken. Used my credit card and just mailed it back to company registered address (some guy's garage) got a full refund before it even landed.

Sent from my Moto G (5) Plus using The Garage Journal mobile app

 

[bwringer]

Every time there's a warranty thread, I wonder WTH kind of gorillas are wandering around this forum, and how they manage to post anything without pounding straight through their computer keyboards.

I'm a fairly busy amateur and I haven't broken a tool in years. And when I did break a tool, it was definitely my own damn fault.

Interesting to see that many of these are defects or service issues, though. Receiving used stuff would really cheese me off, and it's happened to me a few times as well.

 

[PartsGuy]

The NAPA warranty sheet pictured does say any "PARTICIPATING" store, and to obtain an RGA for either method of return. Many NAPA stores are still individually owned, were these stores corporate or independent, and did you bring a completed RGA form?
It ***** regardless, but maybe they just don't participate in the program at these stores.

 

[woody 73]

Oh I had a wonderful experience with the very nice man at Sears his name was Eddie L. at 1-800-3825-73277, he told me on the phone that I would be next in line for help right after his call with Mr. Peter Roberts (Something about not enough payments or something like that). Broken quick release ratchet.


Super great experience over at lowes , the nice older man sent me over to the exchange desk and that nice lady sent me to the tool dept.; where the nice tool guy sent me over to the head office and they told me lowes no longer made that item. The wanted my original receipt (you know the thing that the ink fades real fast), my birth certificate, drivers license,next of kin, etc. it was painless. I think they stole my car while I was waiting there for three days... Broken screwdriver.


Home Depot wonderful folks to deal with, I must have been so popular that the very moment I walked in everyone disappeared almost like a ghost town. Anyhow after telling my story to the next 8 employees, I got the manager of the supervisor of the garden center and they told me they had never heard of Husky tools but he knows all the bird foods by name. He told me to try Harbor freight, what a nice man two thumbs up! Broken wrench , car found in lot all taken apart.


Harbor Freight what a great place two thumbs up why the very moment I walked in the door they started giving me free tools and when I gave them my broken socket the nice lady said I had to bring in the whole set. After a quick running back home in my rental car (See above) to get the whole set the nice lady told me I would have to wait for the boat from China to bring in a fresh set; all the time I could hear her murmuring about the "Trade War" or something like that. Good news while at HF someone ran into my car good thing I had the General...

 

[JiminAZ]

1. Proto

2. New SAE 1/2 drive socket set. Had duplicate 15/16, no 7/8 in set

3. Online purchase NOS. Called Proto directly, got a lady who made it way harder than it should be. She told me to take it back where I bought it. Had to explain multiple times why that wasn't practical/possible. She wanted the original catalog number of the set, she wanted the part number of the replacement socket, she wanted the part number of the duplicate socket. I patiently let her reach each dead-end and then brought her back to my problem.

She finally concluded that she simply couldn't help me, and gave me a number for a local distributor whom I called, and after time on hold they said they'd been getting these calls and Proto was confused they did not carry or warranty this part of SBD's line (Proto). I was stuck at the end of her rabbit trail.

So the original CS person had a muddled mind or was simply untrained in how to address my simple problem. She was trying to help, just seemed to make it worse with every idea that popped into her head.

4. Yes was a hassle. Wasted about 45 min.

5. Next day I just called Proto again, got a gentleman who had his act together and he sent me a new socket. Took 5 min, didn't have to send in the duplicate, and I was good to go in a few days.

6. Yes it was resolved, but Proto has some training to do. My wasted time was worth way more than the replacement socket.

 

[Professional Tool User]

1. Craftsman 1/2 Dr impact universal joint (hand me down). Called the Stanley Craftsman customer service number. Was told to go to the local Dewalt factory service centre. A Proto replacement was ordered and I picked it up two weeks later. Turns out that I can use this place as a warranty depot of last resort for any Stanley brand.

2. Lang tools Meritor slack adjuster ratchet (bought on Amazon). Tried calling up Lang tools. They told me if I was in the US they would just ship a replacement, but as I was in Canada they wouldn't do it and I would need to send it in. Not worth it due to cost of shipping. Tried warranty through my local heavy duty truck parts store. They would only handle units bought through them. Gave up and bought a new one off the Snap on truck.

3. Old Snap on strap wrench and old blue point drill bit. Showed it to my Snap on guy and he either gave me a replacement right away or backordered one. Received a thunderbit in exchange for the old blue point bit.

4. Lisle band type filter wrench and pro point 24" flex head ratchet(princess auto). Returned it to Princess auto without a receipt, they looked at stuff purchased under my phone number, and told me to go grab a new one.

5. 21mm impact socket and T55 torx insert (Canadian Tire). Was told to grab a new one for the socket and the insert had to be cannibalized from a set at another location due to no inventory.

 

[James-W]

In most cases, when I buy a tool it is because I need it in order to do something. If the tool costs $10 or less I don't even keep the receipt. I figure if I use the tool one time and get the job done, the tool has paid for itself. If the tool breaks at some point after that, I view the tool as though it doesn't owe me anything and I usually just throw it away.

 

[Arne73]

I had to warranty a 10mm Gearwrench ratcheting combo. Called the 800 number gave the info and at first they wanted me to send the old one for examination but then the representative changed his tune and they just sent the replacement without all that.
The wrench was legitimately worn out, the c-clip in the box end wore and fell out.

Sent from my SAMSUNG-SM-G930A using The Garage Journal mobile app

 

[mjs3350]

Every time there's a warranty thread, I wonder WTH kind of gorillas are wandering around this forum, and how they manage to post anything without pounding straight through their computer keyboards.

I'm a fairly busy amateur and I haven't broken a tool in years. And when I did break a tool, it was definitely my own damn fault.

Interesting to see that many of these are defects or service issues, though. Receiving used stuff would really cheese me off, and it's happened to me a few times as well.

All of mine have been new tools that were defective that I didn't want to return and re-buy.

 

[canuckian]

yesterday.....

1. Brand of tool Snap On
2. Type of tool and what was wrong with it. SHLL80 ratchet - peeling chrome
3. Where did you purchase it (name of store, tool truck, website etc.)? Snap On truck
How and where did you process the warranty claim? Snap On truck
Did you have to mail the tool somewhere, email pictures etc. No
4. Was it Hassle free? Yes
5. If not, briefly describe what you had to do. N/A
6. Was it finally resolved to your satisfaction and in a timely way? Yes, in about 5 minutes. He didn't have another orange handled one so he took the handle off a red handled one, swapped a new orange handle onto it, handed the new one to me and put the defective one in the warranty return box. easy peezy

 

[uncwstudent]

The only tools that I ever warrantied, besides Gearwrench (which was not a good experience), was Craftsman and it was glorious. Sometimes I'd bring in a bad junky pearhead and walk out with a RHFT. Those were the glory days....

 

[Yarpo]

This doesn't seem like a fault of the brand necessary. I know Napa online has zero customer service anything I ask them to do they say they can't do it. But like anything online you should always order with a decent credit card. They would have 100% taken care of you in this case. All you would need would be at most tracking showing you mailed it back to where it came from.

They tried passing the customer service on to "authorized" store locations, unfortunately the one near me told me to piss off before I even got to the store. I called trying to confirm they would warranty with the receipt and RGA number based on the fact they where listed online as an authorized store, and the guy told me no before I even explained the situation. The owner of that Napa is a *****, so I kinda chalked it up and called the Napa outta town. Called the napa that is a little farther and he said if the tool was defective they'd warranty it with or without the receipt, lifetime warranty and all that. So I had to drive about ~25minutes away to this napa, who again declined to return the wrenches because they "worked" but agreed to warranty the ratchets because they where broken. They didn't have the ratchets in stock, so I had to drive back the next day to pickup my ratchets. Mind you, this isn't the napa local to me anymore, but out of town so I got to spend 2 hours driving around just to get ratchets fixed that where used/broken upon arrival. I could have sent them back to Napaonline directly and probably got another pair of wrenches, but I would have had to have waited for the shipping label to be mailed to me and I wasn't able to get in contact with support due to their hours. Given I was using these wrenches at work and had already driven around a bunch trying to warranty them, I said **** it and kept the wrenches as I didn't want to deal with it anymore.

The NAPA warranty sheet pictured does say any "PARTICIPATING" store, and to obtain an RGA for either method of return. Many NAPA stores are still individually owned, were these stores corporate or independent, and did you bring a completed RGA form?
It ***** regardless, but maybe they just don't participate in the program at these stores.

According to the online warranty page I followed, both stores near me are Authorized stores. The first store told me to kick rocks, but I expected nothing less based on how they've acted in the passed. I actually ordered some screwdrivers so I could get a little bit of good will with them when I went to exchange the used tools, despite the website showing in stock and allowing me to order, when I talked to them they claimed they had none in stock. I'm almost certain I tried to order tools from them before and had the same issue. When they informed me of the tools being out of stock I asked about returns and he told me they don't do returns from Napa Online, never even got to the part about RGA numbers and the info printed on the back of the receipt before he hurried off the phone. The Napa out of town returned the ratchets based on warranty claims but not the wrenches, as "used but working" isn't warranty-able even tho they arrived that way. He also said he had no idea what an RGA number was, and wasn't aware they processed returns from napa online. So I could have gotten an RGA number from support and tried again, but getting a hold of them wasn't the easiest given their hours. Having already wasted a bunch of time, I kept the wrenches and said **** it.

 

[jmm]

Most recently a hazet torx socket. Purchased it in a set on amazon.de and broke the first time I used it under minimal torque — taking a dash apart. Contacted hazet and was told to contact amazon. Amazon.de was difficult to deal with and wanted me to return the whole set in exchange for a new one. That’s out of the question — I’m a professional tech and I need that set. I ended up finding a rep from kc tool who is taking care of me. He’s been great and I’d highly recommend buying any German tools through kc tool if you’re in the states. I’m very disappointed in Hazet though — other companies I’ve dealt with in the past make it very easy to get warranty service if I’m willing to mail the broken tool in (and I was).

Also broke a gearwrench pinless impact socket a couple weeks ago. I called gearwrench first and was told if I couldn’t find a dealer locally it would be 3 weeks via the mail. I sent an angry email off and ended up getting a new one overnighted to me — first experience with a broken GW tool and after emailing them I’m definitely satisfied. If you end up in a similar situation I wouldn’t recommend calling their 800 number.

 

[plinker]

Napa/Carlyle,
3/8 drive impact torx bit socket, T30.
Used for removing brake rotor screws with hand impact driver. Torx end twisted off.
Bought from local Napa store.
Gave said tool to delivery driver and had new one next day.
Hassle free.

Snap-on,
45* mini pick, tip broke off,
Bought from Snap-on truck.
Walked on truck, pick blade was replaced, walked off truck.
Hassle free.

Matco,
3/8 flocking flex ratchet,
Ratchet locked up at various times,
Bought from ebay (I've bought a lot from dealer FWIW)
Gave to dealer to put rebuild kit in, walked on truck, walked off truck with repaired tool.
Hassle free

 

[woody 73]

Very tough crowd tonight...

Eddie L. (owner of Sears).
1-800-3825-73277 (**** Sears).
Peter Roberts (owed millions of dollars from sears , inventor of the quick release ratchet).

They wanted what..(.Birth Certificate & next of kin).

What after waiting three days they "Stole your car".

But wait your car was found in the Home Depot lot"; all picked clean.

She was heard murmuring something about "Trade War".

A very slow day on the GJ...

 

[ibzepfan]

I recently purchased a Tekton 15 piece metric combination wrench set from Amazon. After opening the box that Tekton packaged them in, I realized that the 18mm wrench had very deep and long scratches on the open end. I simply had to go on their website and upload a picture of said wrench with a brief description and immediately received an email confirming my submission. Three days later I received a new wrench in the mail. Now that's customer service that you just don't see too often anymore.

 

[3baygarage]

Oh I had a wonderful experience with the very nice man at Sears his name was Eddie L. at 1-800-3825-73277, he told me on the phone that I would be next in line for help right after his call with Mr. Peter Roberts (Something about not enough payments or something like that). Broken quick release ratchet.


Super great experience over at lowes , the nice older man sent me over to the exchange desk and that nice lady sent me to the tool dept.; where the nice tool guy sent me over to the head office and they told me lowes no longer made that item. The wanted my original receipt (you know the thing that the ink fades real fast), my birth certificate, drivers license,next of kin, etc. it was painless. I think they stole my car while I was waiting there for three days... Broken screwdriver.


Home Depot wonderful folks to deal with, I must have been so popular that the very moment I walked in everyone disappeared almost like a ghost town. Anyhow after telling my story to the next 8 employees, I got the manager of the supervisor of the garden center and they told me they had never heard of Husky tools but he knows all the bird foods by name. He told me to try Harbor freight, what a nice man two thumbs up! Broken wrench , car found in lot all taken apart.


Harbor Freight what a great place two thumbs up why the very moment I walked in the door they started giving me free tools and when I gave them my broken socket the nice lady said I had to bring in the whole set. After a quick running back home in my rental car (See above) to get the whole set the nice lady told me I would have to wait for the boat from China to bring in a fresh set; all the time I could hear her murmuring about the "Trade War" or something like that. Good news while at HF someone ran into my car good thing I had the General...

okay Woody you got me. Especially that bolded part, but I laughed several other times.

Not everyone knows the Roberts story. Imagine being a fly on the wall during those dealings.

 

[cseymour10]

been reading the forums a while, getting ideas while i work on the house before starting on the garage, but saw this thread, not exactly a hand tool, but a saw,

1. Brand of tool: Dewalt

2. Type of tool and what was wrong with it. track saw, short circuit, the smoke left

3. Where did you purchase it (name of store, tool truck, website etc.)? home depot
How and where did you process the warranty claim? via dewalt service net
i.e. In a retail store, tool truck, On the phone, Web site etc.
Did you have to mail the tool somewhere, email pictures etc. sent the saw off to once of the service centers

4. Was it Hassle free? Yes or No anything but hassle free

5. If not, briefly describe what you had to do. sent it in 12/6/18, tracking showed they got it 12/10/18,

called 12/14 they were "very" back logged have't logged it in,

12/28, finally logged in, but will be a few weeks before a service tech will be able to check it out,

about 1/10/19 called and told its still waiting in the warranty queue,

called 2/4, goo news since its taking so long they decided to send me a brand new one, should have it in 7-10 days. no saw,

call 2/14 told the order is waiting in shipping depot and not shipped... back ordered, should have one "soon".

2/14/19 call, still back ordered no ETA of new stock...

2/28/19 call, told found the order, shipped this morning should have a tracking number in a day or so, and should have the saw 7-10 days (again )

3/13/19 call once again @ 10am, were sorry you were told it shipped, it still hasn't and still is back ordered, sorry its been 3 month, talked to supervisor #1 "let me check the east coast warehouse. they should have one w/ a track, if they really do I will have it sent here we will remove the track and send you the saw, I'll call you back within the hour if not we will cut you a check for satisfaction guarantee but might take awhile".... no call back

3/13/19 call them back @ 2pm since I didn't get a call back, 1st supervisor busy on a personal call (told his father is dying, why tell a customer?), 2nd supervisor, maybe manager, said "couldn't get you the saw, all the warehouses are out waiting, there are more than 60 people waiting on them, but I pulled some strings and moved you up to 5th, but we have no ETA of when they will come in"

they can't change the order from a corded to a cordless, even when i offered to pay for the difference

so now I've been waiting for the saw for 3 months, been waiting to break down plywood nice and straight (no space for a table saw, and i can't cut worth a darn with a normal skilsaw, even with a straight edge)

6. Was it finally resolved to your satisfaction and in a timely way? no, still waiting over 3 months later, if i was in the trades i would of had to buy a new one, or two by now

 

[f121]

1. Sealey Premier
2. 3/8 ratchet, on/off lever snapped off because I dropped it.
3. Purchased from Amazon, returned to local independent tool store. They swapped it on the spot for a new one.
4. Was it Hassle free? Yes
5.
6. Yes

 

[Fialaja]

SK tools- picked up a 1/2 inch ratchet at a hardware store that was going out of business for a great price. Problem was that it was missing the head/ gears. Called Sk, they sent a rebuild kit gratis no problem.

Sears- BIL had a craftsman nail gun that kept acting up on him. Brought it back and the old bird at the register was less than accommodating. BIL asks to speak with the manager, lol and behold the manager used to manage the hardware store that my BIL worked at when he was younger. She told the cashier to take it back and showed her the date code on the tool indicating that it was still within the warranty period.(I love when cashiers act like they have stock in the company)

At another Sears I brought back a standard ratchet for exchange- they had a bunch of rebuilds on a rack behind the register. I spied a professional long handle 3/8ths. I asked if I could have that as the exchange and they said yes.

 

[Jazz1]

Material on my Lazyboy started to delaminate after 18 months. The material was only guaranteed for 12 months. REIDS furniture here in Thunder Bay handled the issue and Lazyboy gave me a full store credit to the tune of $3300 to replace the chair. Lazyboy no longer uses that material as they had numerous issues with delaminating. My new chair is 100% leather!

 

[1foxracing]

Old Forge (Mayhew)
31008 Cats paw tool
Purchased on Amazon warrantied directly through Mayhew. Sent photo's through e-mail.
Took a month to receive replacement.
Was hassle free but received different tool from what I originally purchased.
First time I went to use it tool spun freely from handle. The replacement they sent has different profile. I tossed both in the trash and just use my Vessel cats paw instead.

 

[nbpt100]

Old Forge (Mayhew)
31008 Cats paw tool
Purchased on Amazon warrantied directly through Mayhew. Sent photo's through e-mail.
Took a month to receive replacement.
Was hassle free but received different tool from what I originally purchased.
First time I went to use it tool spun freely from handle. The replacement they sent has different profile. I tossed both in the trash and just use my Vessel cats paw instead. [/IMG]

Disappointing on several points. Made In USA and had such quality issues is the biggest disappointment. I assume it is made in USA since is clearly has USA marked on the handle. If it is not, that is another disappointment. Possibly deceptive?

 

[1foxracing]

Definitely defective right out of the package, nobody is perfect 100% of time but I was more disappointed that the fork was so much shallower on the replacement.
These are the photo's I sent to Mayhew to show it was new and not from abuse.

 

[nbpt100]

1 FoxRacing, Where does it stand now? Are they being responsive in a timely manner?

 

[tripplejl]

I have a Snap On SPB18 non striking head 18" pry bar. I bought it new around 88 or 89. After 30 years of use it is still perfectly functional. I cleaned it up a couple weeks ago dressed the end of the pry bar with a stone. The handle was looking a little used up so I took a look online for a replacement handle on the SO site to no avail. It would appear all their pry bars have striking heads now or at least that is all I found.

I Emailed SO looking for a part number and price for a replacement handle. I explained that in no way is the bar broken and that it still functions as designed but I would like to buy a new handle for cosmetic reasons if it wasn't going to cost me an arm and a leg.

Next email I get from SO states, please do not dispose of your old pry bar until you receive the new one. I fire back I don't need a new one, just a handle. I get another reply that my new pry bar will be arriving soon.

A few days later I got a new 18" striking head pry bar delivered. They are top notch when it comes to customer service. If they would have said a replacement handle was no longer available I would have accepted that and would have figured 30 years is a pretty good lifespan and went on with my day.

 

[Handyandy23]

1 FoxRacing, Where does it stand now? Are they being responsive in a timely manner?

He said he threw them both in the garbage and went back to another brand. I guess not worth the hassle for what it cost.

Definitely a bad look for a company when they send a warranty replacement that is also defective. You would think of all tools they ship out, the ones they send out individually for warranty replacements would be gone over with a fine tooth comb to really make sure they are good for a QC standpoint.

 

[1foxracing]

He said he threw them both in the garbage and went back to another brand. I guess not worth the hassle for what it cost.

This is correct, both are in the garbage now and I use a Vessel model instead.
I will add that I bought 4 individual Old Forge tools and the other 3 have been just fine.

 

[DFB]

Eastwood brand (Apex) cro mo 3/8" metric impact set shallow and deep. 18mm deep socket had such a loose fit it fell off the impact wrench anvil just by shaking it dowards

Contacted CS explained problem, asked for a replacement 18mm deepwell. CS agreed to request sent to send "socket replacement per warranty". Received a 5/8" deepwall socket instead. Second contact to CS was futile company stated "SENT A SOCKET REPLACEMENT PER WARRANTY WITH NO FURTHER CONSIDERATIONS TO BE MADE. Correspondence after that point was futile.

JERKS

Home Depot substituted smaller amp hr battery for Manufacture's advertised free battery promo with tool purchase. Contacted CS informed if not satisfied sent entire purchase back for refund.

Jerks

Warranty service on cordless power tools impact wrench, grinder by Milwaukee 100% excellent mailing out, repair and return all NO CHARGE and within specified time frame.

Past Craftsman generally full in store replacement though several times not without slight hassle.

HF always made good even using with mail order many moons ago, Haven't needed to try any in store warranty claim since getting local retail outlet, just numerous price credit adjustments all to my satisfaction on my volume purchases.

 

[nbpt100]

OK Yes, I read it too fast. I understand your frustration. I would bet Mayhew management would appreciated some feedback about them screwing this up. If someone in their company frequents this board they may figure it out. Like Tekton does.

 

[Two Speed]

1. Mastercraft (Canadian Tire)
2. 6" side cutters. Handle broke off at the base while attempting to cut a 14 guage stranded copper wire.
3. Canadian Tire.
Took it in to the service desk @ the nearest store.
4. Was it Hassle free? Yes.

A really old set of Canadian Tire red handled side cutters I have had for an unknown amount of years and have use to cut thousands of times, and probably more all manner of wire and wire harnesses. Truth be told, I have probably owned these for at least thirty years, maybe longer considering its a good possibility I bought these when I was still in high school (don't abuse your tools, they hold up). Up to the point they broke it has always cut reliably and cleanly, the cutting edge did have some battle scars, but she still worked like a champ, nice solid handles with no flex (which is probably the real culprit to its demise, vs my channel lock side cutter handles that tend to flex, which I do expect to snap anytime I chomp through larger wire). Anyway, brought the peices in, service desk called the tool department, he came out, took a look, took em to I assume the tool aisle to find the closest replacement, and brought out 58-4586-6 as a replacement. Service desk took my particular, the packaging from the new pliers and my old pliers and sent me on my way. Fairly quick and painless.

Observations, my old pliers had really easy to read stamped numbers and 'Lifetime Warranty'. The new ones, just Mastercraft and the part number. No more mention of lifetime warranty on the cutters themselves. One observation already, they don't cut small wire near as easily as the old broken set.

 

[Fialaja]

A while back I had a craftsman camping axe that I brought back. They had none in stock so they gave me a fiskars full size axe with the admonishment that it would not be replaced in the event that I broke it...

 

[6PTsocket]

Not exactly a warranty but a reflection on how good the company is to deal with. In an order to Zoro I meant to order two V belt pulleys of different sizes. I accidently ordered two the same. I wanted to exchange one for the size I needed. They told me to keep keep it and credited the price back to my card.
In the same order was a heavy Dayton buffer/ grinder pedestal and the box arrived falling apart. The UPS gal and I gathered the pieces off my lawn. A quick inventory showed nothing banged up but a set screw and jam nut that had been loosely installed in the post was missing. I decided to keep it. Before chasing around for a metric set screw and nut, I called Zoro and asked if they had any spares. They did not but did not hesitate to offer to take the entire pedestal back and exchange it over a missing set screw and nut.

Sent from my SM-G900V using Tapatalk

 

[hawkerxj]

Not Warranty per se, but still interesting to see the process.

1 Mastercraft Maximum
2 Adjustable Pliers -The tool was unfinished, they missed a step in manufacturing and didn't add the serrated jaw faces.
3 Canadian Tire Retail Store
4 Hassle Free but pointless.
5 I found the pliers(image below) on the shelf at a local store. I took them up to the counter to show they were defective to save someone the hassle of buying a useless tool. I happened to be there the next day, and that set was back on the shelf for sale.
6 No, I didn't bother wasting any more time on it, and bought Knipex pliers.

 

[hawkerxj]

One observation already, they don't cut small wire near as easily as the old broken set.

That is one thing I notice with Mastercraft stuff, the quality varies alot, and it seem to me like a trend. They seem to keep making things cheaper until they get too many returns, then the quality go up a bit before the cycle repeats.