Share your Recent Warranty Experience

[Handyandy23]

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.

I think the quality varies a lot because Mastercraft isn't a tool maker, they just rebadge tools from other manufacturers. Some of the products come from good manufacturers and others not so much.

Not to mention there is the regular Mastercraft line, which is really low end tools anymore, and the Maximum line, which is the only hope you have of finding some quality.

I have no idea who makes their pliers but they are all junk. Wait until the Channellocks go on sale or get Knipex at HD. On the other hand GearWrench makes their ratcheting wrenches and they are very good.

 

[Ign]

I had heard horror stories about SBD's most recent warranty service but mine was good.

I bought a Proto 9/32 reversible ratcheting wrench from Warehouse Deals....once I received it it was evident why it had been returned: it was smooth in one direction but TONS of backdrag in the other - I mean like ridiculous backdrag, you'd have to use it everyday for 10 years to "break it in"

Rather than return to Amazon I sent it off via First Class mail ('cause it was only a couple bucks) with a note explaining my complaint. I just received a new one back via UPS and it works great.

Now, will I ever actually use a 9/32 ratcheting wrench? Almost surely not but that's hardly the point when amassing tools!

 

[The Fall]

Hex bit socket broke. Purchased at Sears (now closed) and returned to Lowe's. Easy, no hassle.

SK long-pattern 1/2" wrench -- the open-end spread. Purchased as a 9-piece set online. Sent it in. Got a replacement in the mail. Easy, no hassle.

 

[Honda guy]

1. Brand of tool GP Grey Pneumatic
2. Type of tool and what was wrong with it. 3/8 drive, 14 mm deep impact socket. Cracked, after 4 or 5 years of hard use.
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.Bought the set from a friend who deals in tools, at the local flea market. I returned the broken socket to him and he exchanged it for a new one. Then he sent my broken one in and got it exchanged.
4. Was it Hassle free? Yes or No Completely hassle free!
5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way?

 

[finn]

Summit Racing undercar /lift support stand with foot pedal adjustment. They sent one without the pedal. Called, they checked stock. None available. Credited me the price difference.

Sears Hometown. Returned two screwdrivers. One twisted tip and one my wife broke the tip while opening a paint can (!). Exchanged for two screwdrivers of my choice, as they only had one the same as the broken one.

TSC. House brand 1/2” drive ratchet extension wouldn’t fit in socket. Refunded purchase price. Didn’t want another one as it probably wouldn’t fit either.

HF. Zip tie tightening/trimming tool broke on first tie I used it on. Refunded my money after I stood in line for what seemed like an eternity. Needed manager to ok, so had to chase him down. I don’t know why I go to that place!

Kirchler room fan remote. Called Kirchler to make sure I get the correct remote to replace a missing unit. Need one with dip switches, sot a self learning one. Customer service gives me a part number, and I order from Amazon. Surprise! Part number is for a self learning remote. Amazon sends shipping label and promptly refunds my money, as usual.

Good news, though, as UPS pulls up to the house two days later with a package from the previous owner of the house, containing the missing remote and a note saying they found it when they unpacked their belongings at their new house 2500 miles away!

 

[Downwindtracker 2]

1) Snap-On
2) 3/8" breaker bar, handle broke off
3) fleamarket find, in with a late'50 or early '60 SK socket set I wanted , phoned in
4)rejected
5) warranty is original purchaser only
6) manufacturing issue, too quick cooling resulted in brittleness.


1)Proto
2) 3/8" sliding T-handle. the head had wallowed
3)fleamarket find, in with a SK socket set I wanted
4) e-mailed US head office and got a next day reply with Canadian address to send it in for checking. Prompt return of a new one by courier.
5) great
6) again a manufacturing issue, this time they left it too soft.

1) Gray
2) worn out 3/8" allenhead socket set
3) purchased at an auto parts store, they carry another brand now.
4) mailed off and snail mail returned. new set
5) pleased
6) they had a hard industrial life.

 

[pizza]

1. Brand of tool
Grohe
2. Type of tool and what was wrong with it.
LadyLux kitchen faucet. (ok, maybe not a tool.)
in fewer than 5 years, i had to replace the pullout hose that feeds the faucet 3 times due to leaks. i paid for those myself, but what a terrible design. but this time, the mixer valve (ceramic cartridge style) started leaking, and i decided to try their warranty out.
3. Where did you purchase it (name of store, tool truck, website etc.)?
Home Despot
How and where did you process the warranty claim?
i.e. In a retail store, tool truck, On the phone, Web site etc.
grohe's website. fyi, when you send them a message, you receive no email confirmation that they got it. kind of disconcerting because it makes you wonder if your message went through to them or not. you just have to wait for their eventual response, which i think took about a week in my case.
Did you have to mail the tool somewhere, email pictures etc.
yes, they wanted to see a picture of the faucet installed in a kitchen
4. Was it Hassle free? Yes or No
no
5. If not, briefly describe what you had to do.
though the warranty is 'lifetime' to the original owner (and supposedly must still installed in the home it was first installed in), they won't work with you without a receipt. imo, this is an unjustified attempt at weaseling out of honoring a warranty, so i made a fake receipt for them to look at. fyi, these things don't have serial numbers afaik.
next, they wanted a picture of the faucet installed in my kitchen, so i sent that as well.
6. Was it finally resolved to your satisfaction and in a timely way?
Yes, after jumping through hoops, they sent me a new cartridge for free. shipping was also free and was reasonably quick. they sprung for UPS.

----------

1. Brand of tool
nepros
2. Type of tool and what was wrong with it.
ND1M2-6 screwdriver
Slotted 1x6.3mm with plastic grip
https://www.nepros.net/?cat=4&grp=19
i guess due to voids or gaps in the handle, it makes a creaking/cracking sound whenever you grip or use it. it makes the tool feel cheap as hell. at $28 (shipped) for a single screwdriver, i feel i deserve better.
see also: https://www.garagejournal.com/forum/showpost.php?p=8216781&postcount=1139
3. Where did you purchase it (name of store, tool truck, website etc.)?
nepros.net
How and where did you process the warranty claim?
i.e. In a retail store, tool truck, On the phone, Web site etc.
technically, not applicable. a warranty claim wasn't processed because i can't get in touch with them. i emailed them the day i received the tool (november 26, 2019), but it bounced because their mailserver is broken. i also used the contact form on their website and got no response. i just tried emailing them again, and it bounced.
Did you have to mail the tool somewhere, email pictures etc.
n/a
4. Was it Hassle free? Yes or No
no
5. If not, briefly describe what you had to do.
hope they eventually fix their mailserver
6. Was it finally resolved to your satisfaction and in a timely way?
no


edit: i just tried emailing KTC (nepros' parent) directly. maybe they will help.

 

[seber]

Snap-on old style black handled screwdrivers. Bubbling and splitting. One phone call and the whole set was replaced. My father's Ratchet from 1941. Same call brought rebuild kit free.

Craftsman 3/4 drive ratchet missing everything but the handle. Lowes replaced it hassle free. No questions asked.

Edit: Craftsman 10mm socket split. I don't recall where I got it. Lowes replaced it but it took 15 minutes trying to find the part number. Manager finally just gave me a new one and said he would figure it out later.

 

[Ton ton]

I bought a 4" adjustable wrench off the Snap on truck about 1 year ago or more. The screw fell out that holds the adjuster mechanism in place. I texted the Snap on driver to make sure he had another 4" adjustable wrench on his truck. I met him about 6 months after the pin fell out and got another wrench. I bought several wrenches since then with no problems. It was a blue Point wrench. Mostly hassle free, you get my point.

 

[Smokeem]

1. Brand of tool - Cornwell
2. Type of tool and what was wrong with it - 3/8” Flex head ratchet. 1 was a reagualer handle and 1 was a comfort grip
3. Where did you purchase it (name of store, tool truck, website etc.) - got it second hand
How and where did you process the warranty claim? - emailed thier customer service and they replied with an adress to send it
Did you have to mail the tool somewhere, email pictures etc. - Mailed them in
4. Was it Hassle free? Yes or No Yes was pretty easy
5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way? Yes I got 2 new ratchets. Had to wait a little while (about 3 weeks) because 1 of the ratchets was not in stock when I sent them in.

 

[nate_g_2003]

1. Sunex
2. 1/2" impact swivel, broke the pin that held it together
3. Purchased as a part of their master SAE 1/2" drive set that comes in the blow-molded case
How and where did you process the warranty claim?
-First called Sunex to get a replacement, but the lady I spoke with referred me online to SUNEXpress to fill out the warranty claim.
Did you have to mail the tool somewhere, email pictures etc?
-I had to fill out the form, and submit/upload pictures of the broken swivel. She stated I didn't need to send in proof of purchase for impact stuff, but I still screenshot my amazon order with the date.
4. Was it Hassle free? YES
5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way? ABSOLUTELY

 

[Shelbylex]

1. Mastergrip
2. Ratcheting combination wrench
3. Found in the dirt next to pile of thrown away parts
Did not plan to warrant it: ratcheting part was completely stuck. Could not fix it with evaporust, etc. Did not know how to take it apart. I called the company selling/making them (forgot - been a year or two) and asked them for the way to take it apart and if there is a kit. All over the phone.
Did you have to mail the tool somewhere, email pictures etc.
I do not remember - I think that I was asked to e-mail several pictures including close up of the malfunctioning ratcheting part
To my surprise I received a brand new wrench
4. Was it Hassle free? Yes
5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way?
Absolutely. I was surprised that I received a wrench with the letter that the tools are lifetime warranty.
Great customer service, did not expect a new tool
… After several weeks of spraying the old wrench with WD40, letting it soak and seeing a very dirty WD40 show up on the other side of wrench (ratcheting part), I gave up on it. I was working on fixing a bike couple of weeks later, had to open a nut, decided to use a malfunctioning wrench and it started working!!! Does not make a nice clicking noise but works.
The new wrench which was used in carry tool tray in the car got moved to the tool box and the old one went as the one I carry...

 

[platypus20]

The last tool I warrantied, I believed it was a Bonney 1/4” drive, 5/16” deep socket, that cracked, that was in either the late 70 or early 80s, at my brother’s hardware store.

What I’ve broken, abused or modified in the late 40 yrs, would fill a boxcar or two

 

[giants]

1. Brand of tool - Cornwell
2. Type of tool and what was wrong with it - 3/8” Flex head ratchet. 1 was a reagualer handle and 1 was a comfort grip
3. Where did you purchase it (name of store, tool truck, website etc.) - got it second hand
How and where did you process the warranty claim? - emailed thier customer service and they replied with an adress to send it
Did you have to mail the tool somewhere, email pictures etc. - Mailed them in
4. Was it Hassle free? Yes or No Yes was pretty easy
5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way? Yes I got 2 new ratchets. Had to wait a little while (about 3 weeks) because 1 of the ratchets was not in stock when I sent them in.

Thanks.

What was wrong with the Cornwell ratchets?

 

[Empty Pockets]

I received 2 SK sockets as part of my dad's estate. Both were cracked.
I emailed SK, the next day, I received an email with return instructions,
I mailed them out, a week later I had replacements.
I am well satisfied and continue to buy SK hand tools

Sent from my SM-J727V using The Garage Journal mobile app

 

[Strouty]

#1 Trojan

#2 Latex "glove", broke open at the worst time

#3 CVS

#4 Not at all

#5 They made me wash it first, what a mess, then I had to label the box biohazard

#6 Well, they refused to pay the child support, but they did refund the original purchase price.

 

[Smokeem]

Thanks.



What was wrong with the Cornwell ratchets?

Both of the heads were loose and wouldn’t hold at a set angle. If you put a socket on them they would fall forward or backwards.


Sent from my iPhone using The Garage Journal mobile app

 

[TheMadMech]

I bought 3/8" drive impact deep and shallow socket sets from Tekton. I got an extra deep 15/16" in place of a 13/16". Emailed them with a pic and they shipped out a 13/16" the next day. EXCELLENT customer service and I'll definitely be picking up more from them in the future.

Sent from my ONEPLUS A6013 using Tapatalk

 

[giants]

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.

Agree with credit card.

Then why not have it shipped directly to the store, then inspect it before walking it?

 

[giants]

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....

What happened with the GearWrench?

 

[pizza]

Japanese tool makers such as Ko-ken and KTC/Nepros don't seem to have a very good reputation in the USA for warranty claims. They want an arm and a leg for their stuff, but seem to do whatever they can (or can't, such as just ignoring claims) to get out of honoring ANY warranties.

Has anyone had a good experience with a KTC/Nepros or a Ko-ken warranty claim?

you just gave me an idea. maybe i should try contacting KTC directly since it seems that all avenues of communication with the nepros branch are broken.

 

[EZ_Garage]

1. Brand of tool: Gearwrench
2. Type of tool and what was wrong with it.: ratchet wrench/ broken directional lever
3. Where did you purchase it (name of store, tool truck, website etc.)? Sears
How and where did you process the warranty claim? i.e. In a retail store, tool truck, On the phone, Web site etc. processed online via web based email
Did you have to mail the tool somewhere, email pictures etc. just email, no pictures and did not have to return tool via mail
4. Was it Hassle free? yes
5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way? yes

 

[pizza]

1. Brand of tool
Stanley
2. Type of tool and what was wrong with it.
FATMAX 25' auto-lock tape measure (FMHT33338)
the auto-lock feature doesn't work. It slips at a rate of about 1 inch per second. I've tried toggling the autolock switch, and it doesn't help. it started slipping after a month or so of use. i've found that this is a common issue.
3. Where did you purchase it (name of store, tool truck, website etc.)?
Home Despot
How and where did you process the warranty claim?
i.e. In a retail store, tool truck, On the phone, Web site etc.
i emailed them here: [email protected]
Did you have to mail the tool somewhere, email pictures etc.
i sent pictures of the tool pre-emptively just to demonstrate the good condition of the tool (including a detail shot of the tape blade). i wanted to show it wasn't abused.
4. Was it Hassle free? Yes or No
yes
5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way?
Yes, they got back to me the following day and said they'd send me a new one. i did not send the old one in. i got the replacement in less than a week. i hope they fixed the issue in this revision, because they said it was "a one-time courtesy".

 

[seber]

1. Brand of tool
nepros
2. Type of tool and what was wrong with it.
ND1M2-6 screwdriver
Slotted 1x6.3mm with plastic grip
https://www.nepros.net/?cat=4&grp=19
i guess due to voids or gaps in the handle, it makes a creaking/cracking sound whenever you grip or use it. it makes the tool feel cheap as hell. at $28 (shipped) for a single screwdriver, i feel i deserve better.
see also: https://www.garagejournal.com/forum/showpost.php?p=8216781&postcount=1139
3. Where did you purchase it (name of store, tool truck, website etc.)?
nepros.net
How and where did you process the warranty claim?
i.e. In a retail store, tool truck, On the phone, Web site etc.
technically, not applicable. a warranty claim wasn't processed because i can't get in touch with them. i emailed them the day i received the tool (november 26, 2019), but it bounced because their mailserver is broken. i also used the contact form on their website and got no response. i just tried emailing them again, and it bounced.
Did you have to mail the tool somewhere, email pictures etc.
n/a
4. Was it Hassle free? Yes or No
no
5. If not, briefly describe what you had to do.
hope they eventually fix their mailserver
6. Was it finally resolved to your satisfaction and in a timely way?
no


edit: i just tried emailing KTC (nepros' parent) directly. maybe they will help.

That has been my experience with Japan in general. Be it motorcycle, car, tool, or even pocket knife. Good quality, horrible customer service.

 

[pizza]

That has been my experience with Japan in general. Be it motorcycle, car, tool, or even pocket knife. Good quality, horrible customer service.

i'll update that post when the story's complete, but i emailed KTC (main company of nepros brand) and got in touch with them that way. the guy was very nice and asked me to send the tools to him for inspection billed to KTC's DHL import account. it was kind of annoying to figure that out, but at least it was free for me (it cost them almost 35 bucks in DHL shipping). still waiting to hear back from them about it, but i'm not in a rush. i don't really care how long it takes as long as i get tools back eventually.

 

[Ign]

1. Brand of tool
Stanley
2. Type of tool and what was wrong with it.
FATMAX 25' auto-lock tape measure (FMHT33338)
the auto-lock feature doesn't work. It slips at a rate of about 1 inch per second. I've tried toggling the autolock switch, and it doesn't help. it started slipping after a month or so of use. i've found that this is a common issue.
3. Where did you purchase it (name of store, tool truck, website etc.)?
Home Despot
How and where did you process the warranty claim?
i.e. In a retail store, tool truck, On the phone, Web site etc.
i emailed them here: [email protected]
Did you have to mail the tool somewhere, email pictures etc.
i sent pictures of the tool pre-emptively just to demonstrate the good condition of the tool (including a detail shot of the tape blade). i wanted to show it wasn't abused.
4. Was it Hassle free? Yes or No
yes
5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way?
Yes, they got back to me the following day and said they'd send me a new one. i did not send the old one in. i got the replacement in less than a week. i hope they fixed the issue in this revision, because they said it was "a one-time courtesy".

I hate it when companies say standing behind their product is a "one time courtesy." It smacks of "you should thank us, we're doing you a huge favor, but if our crappy product fails again we'll assume you're lying."

 

[ChrisLS8]

So hate to say this but Astro is not on my good CS list at the moment. I know they have a rep on here however he should not carry the entire weight of CS alone on his shoulders.

I recently loaned out my wheel bearing press kit to a work acquaintance and got it back missing the big screw and nut which I wasn't happy about.

About a week ago or a bit more I used their contact form and also email to ask if they can sell the 2 pieces separately. If they can great, I will happily pay for them as I'm not looking for anything free since it was my mistake loaning it out in the first place. If not I'll also happily buy a new kit as it is fantastic. That being said I haven't received any sort of response in over a week which doesn't sound like them. Maybe my contacts fell through the cracks and I completely understand that happens sometimes.

This however will not change the fact I'll continue to use and buy more Astro tools

 

[Scotland]

Delta Faucets, Makita, Gearwrench

1. Brand of tool - Delta Faucets
2. Type of tool and what was wrong with it? - Either leaking at handle and/or spout
3. Where did you purchase it (name of store, tool truck, website etc.)? Installed in home when bought
4. How and where did you process the warranty claim? Email. Took pics and explained issues.
5. Was it Hassle free? Yes. You get a confirmation email in about 24 hrs. Parts to fix arrived within a week.
6. If not, briefly describe what you had to do.
7. Was it finally resolved to your satisfaction and in a timely way? Yes

1. Brand of tool - Makita cordless angle grinder
2. Type of tool and what was wrong with it? Wrong type included in bundle purchase/kit. Online showed paddle switch verse simple on/off switch it came with.
3. Where did you purchase it (name of store, tool truck, website etc.)? Amazon
4. How and where did you process the warranty claim? Email. Sent pics taken from online ad and pic of one that came with the kit.
5. Was it Hassle free? Not really.
6. If not, briefly describe what you had to do. Had to badger them for 2 months. It got escalated. I had to send the one back that came with the kit and once they received it they sent me a refurb with the correct paddle switch. They paid for the return. The tool does work quite well.
7. Was it finally resolved to your satisfaction and in a timely way? Eventually. Just keep this in mind when buying Makita kits with accessories.

1. Brand of tool? Gearwrench 16mm ratcheting combination wrench.
2. Type of tool and what was wrong with it? Clip holding in the ratcheting mechanism was missing. Tool came in a set and was brand new.
3. Where did you purchase it (name of store, tool truck, website etc.)? Amazon or Toolwarehouse.
4. How and where did you process the warranty claim? Email with Gearwrench
5. Was it Hassle free? Nope.
6. If not, briefly describe what you had to do? I sent pics. They wanted to know the product number. I told them it came with a set and I sent them the set number. Then I had to mail it to them on my dime. A couple of weeks later the replacement arrived.
7. Was it finally resolved to your satisfaction and in a timely way? Yep, but it’ll still cost you.
I own a couple of sets of Gearwrench tools. Never had any other problems with them. I’ll probably not buy their stuff anymore and will switch to the new line Harbor Freight has since their return policy requires a simple visit to their local store.

 

[bobcatdan]

Said tool broke. Hand to or call dealer I got it from, they give me new one. Nice and simple. For tools not easy to warranty, work will order me a new one.

 

[pizza]

Delta Faucets, Makita, Gearwrench

1. Brand of tool - Makita cordless angle grinder
2. Type of tool and what was wrong with it? Wrong type included in bundle purchase/kit. Online showed paddle switch verse simple on/off switch it came with.
3. Where did you purchase it (name of store, tool truck, website etc.)? Amazon
4. How and where did you process the warranty claim? Email. Sent pics taken from online ad and pic of one that came with the kit.
5. Was it Hassle free? Not really.
6. If not, briefly describe what you had to do. Had to badger them for 2 months. It got escalated. I had to send the one back that came with the kit and once they received it they sent me a refurb with the correct paddle switch. They paid for the return. The tool does work quite well.
7. Was it finally resolved to your satisfaction and in a timely way? Eventually. Just keep this in mind when buying Makita kits with accessories.
.

I would've just returned it to Amazon. Since they sent the wrong item, they would've refunded or exchanged it on their dime. Would've been hassle free.

Did you not open it and notice it was the wrong model until the return window closed?

 

[jgromada]

1. Brand of tool - S-K
2. Type of tool and what was wrong with it. It was a an 11/16 deep well socket that had been abused (cracked on top)
3. Where did you purchase it (name of store, tool truck, website etc.)? Got it in a $5 ebay rusty socket lot
How and where did you process the warranty claim? Sent it to the addr on S-K web site ($4 shipping) with name, address & phone #
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. Yes as mentioned
4. Was it Hassle free? Yes or No YES
5. If not, briefly describe what you had to do. ----
6. Was it finally resolved to your satisfaction and in a timely way? Yes, Absolutely i sent in a rusty and broken 11/16" socket and received a brand new shiny socket worth $25. Took approximately 6 weeks for S-K to reply although I should mention this was over the recent holiday period.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
On a related note has anyone had any experiences with returning broken Craftsman sockets to Lowes and gotten them replaced?

Is Proto similar to S-K in that they replace old broken sockets as well under warranty?

 

[ssdave]

Brand of tool - Snap-on
2. Type of tool and what was wrong with it. FHLFD80 3/8" long flex ratchet, massive sheets of peeling chrome on handle starting at flex joint.
3. Where did you purchase it (name of store, tool truck, website etc.)? Truck
How and where did you process the warranty claim? Called corporate (truck driver is irritating for non-route customer)

Did you have to mail the tool somewhere, email pictures etc. - Yes, they gave me UPS label to send it back.

4. Was it Hassle free? Yes

5. If not, briefly describe what you had to do.
6. Was it finally resolved to your satisfaction and in a timely way? - Yes, they sent another one out within a few days of receiving the bad one back. CS rep was pleasant, professional and polite.

 

[oldwino]

Guess I’m pretty lucky. The last couple of warranties I have had to deal with (SnapOn), hand broken tool to driver, walk out with new and Williams. Williams a little more trouble because they want you to send in broken tool for replacement and overall takes a few weeks. Last time they sent wrong replacement (ratcheting screw driver), sent photo of package and wrong tool, they said to keep the mistake and sent correct one

 

[u2slow]

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?

1. Mastercraft Maximum (Canadian Tire)

2. 1/2" click type torque wrench. Circlip failed and it came apart in my hands all over the shop floor. Re-assembled to the best of my ability and no longer clicked at any value.

3. Returned to Canadian Tire in person.

4. No.

5. The "Maximum" product line always carried a lifetime warranty. But they changed the appearance and model #, so now it only carries a 1 year warranty. Big runaround (close to an hour) over whether they were allowed to substitute the current/lesser product.

6. Only partway. I got a replacement tool, but my lifetime warranty is gone.

 

[Jack84]

Had a Facom s151 1/2 ratchet that slipped. Got it as a gift ten years ago, think it was already 20 years old at the time.
Went to a Facom dealer and they send it to Facom for warranty. Week later I had a brand new ratchet in my mailbox.


Sent from my iPhone using Garage Journal

 

[Citation]

AR Blue Clean pressure washer.

Bought a "new in box" pressure washer off eBay. The seller didn't mislead, even though the box was open it was in 100% clean condition and appeared to have never been used. The first time I used it the motor burned up. The pressure washer was a low end unit but I figured I would call AR Blue Clean since the motor literally started to smoke. Even though I purchased the thing gray market they still replaced it with a new one. They figured anything that cased a motor to smoke was on them, not the user. That was above and beyond.

 

[emeraldcoupe]

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?

kobalt

24v brushless sawsall, just stopped working. would work if you hit it or shook it

lowes /kobalt 800#/lowes

yes/no- i let them know up front i no longer had the receipt. store told me to call kobalt 800#, they told me to deal with the store. went back to the store and talked with the tool manager who finally exchanged it for me. took about a half hour but i'm happy