so much for Armstrong Lifetime warranty

[mrjaw14]

I have all 3 armstrong maxx locking flex heads. I called customer service about getting a rebuild kit for the 3/8" 11-994 model. I purchased from Advanced Auto who obviously don't stock rebuild kits. They'd replace the whole ratchet, but it's a special order and takes a long time to come in. Fastenall probably won't touch it since it didn't come from there. I called and they'd sell me one, but not give me one.

I asked if they (customer service) could send me a rebuild kit and they said no it's something you have to buy yourself. So much for lifetime warranty. I'm the original purchaser and have the receipt. Just another reason to buy SnapOn, SK or Matco ratchets. If you're looking at getting armstrong ratchets, beware of this and stock your own rebuild kits

 

[martin666]

I'd try a different Fastenal, walked into my local one this summer with an Armstrong ratchet that had started to skip, no problems at all, 3 days later they had a brand new one waiting for me. Was never asked for a receipt

 

[jacked_72]

I broke an older Williams socket recently. The dance with their warranty is you have to send in the tool and they'll send you a new one. It took about two weeks total from the time I shipped. Inconvenient if you don't have a back-up whatever you're sending in, bu the warranty works. The warranty statement I could find on line said the customer had to send it in. I also bought a ratchet where the chrome was coming off and cutting my hand. It took it in to Fastenal and they ordered me a new one. I kept the old one until the new one came in. I believe the Williams number I called about the socket was answered Snap On or at least there was a Snap On connection.

 

[mrjaw14]

yep, that's what I'll have to do. Still irritating. I don't know why they won't just send rebuild kits out though. Seems the cost of mailing a whole ratchet in would exceed the cost of shipping a rebuild kit. Maybe they just aren't set up to handle warranty claims any other way than through dealers like fastenall. Apex probably just has warehouses of whole tools and not a lot of replacement parts. I can get Advance Auto to get me a whole new one as well, just seems wasteful to scrap a whole tool when all it needs is a rebuild kit.

For those that have gone through fastenall did they make you pay for shipping? I called one and they said I'd have to cover shipping back to the manufacturer...not going that route!

 

[martin666]

I didn't pay any shipping

 

[winlinmac]

Fastenal worked for me too, but your mileage may vary depending on which location you walk into, check out Google reviews / Yelp to see how helpful that particular location is, good luck

I'd try a different Fastenal, walked into my local one this summer with an Armstrong ratchet that had started to skip, no problems at all, 3 days later they had a brand new one waiting for me. Was never asked for a receipt

 

[shockwave]

If you have a Matco dealer they are the same internals as Armstrong depending on what tooth count it in your ratchet 36,60,88

I know its irratting ever since apex took over a lot on issues have come into play with Armstrong it seems they are switching everything over to there gearwrench line

 

[drink]

I have all 3 armstrong maxx locking flex heads. I called customer service about getting a rebuild kit for the 3/8" 11-994 model. I purchased from Advanced Auto who obviously don't stock rebuild kits. They'd replace the whole ratchet, but it's a special order and takes a long time to come in. Fastenall probably won't touch it since it didn't come from there. I called and they'd sell me one, but not give me one.

I asked if they (customer service) could send me a rebuild kit and they said no it's something you have to buy yourself. So much for lifetime warranty. I'm the original purchaser and have the receipt. Just another reason to buy SnapOn, SK or Matco ratchets. If you're looking at getting armstrong ratchets, beware of this and stock your own rebuild kits

So far I have had good warranty service from APEX. I simply explained the problem and they sent an authorization to begin the warranty exchange. After all requirements were met I received my replacement soon after.

Now, is there a way you can explain what is wrong with your ratchet? Is it actually broken or did you just ask them for a ratchet repair kit? Typically a customer can order a ratchet repair kit to go in the tool box for the purpose of being prepared in the event a ratchet breaks with an important job in progress. However, the ratchet repair kit will cost money. If your ratchet broke then you should be able to get warranty service. So, what happened to your ratchet?

Some people have said APEX was just bought out by Bain but I don't know for sure. Hopefully they did not ruin warranty service under new ownership. That sounds like a catastrophic mistake.

 

[drink]

Warranty

Armstrong® hand tools are warranted for Life to be free of defects in material and workmanship. Carrying cases, pouches, accessory bits and consumable products, if any, are not covered by this Warranty.

Armstrong® - Professional Tools

If use of any Armstrong® Hand Tool when used for its intended purpose, fails to give complete satisfaction, return it to your Armstrong® Distributor or contact Apex Tool Group Customer Service USA (866) 907-9716, and it will be repaired or replaced free of charge. *Except Torque Products

*Armstrong® Torque Products are warranted to (1) be free of defects in material and workmanship for one year and (2) meet out of the box calibration accuracy standards as stated in the product literature. Accuracy standards for calibration are warranted for 90 days from date of purchase. Products for which Warranty Repair is requested should be returned, at Buyer’s cost, for evaluation to:

Warranty Service & Authorized Repair:

Electronic Torque Wrenches

ATG Torque Repair
1150 Clipper Rd.
Sumter, SC 29154

All other Torque Products

Angle Repair & Calibration Service, Inc.
175 Angle Drive
Beckley, West Virginia 25801


Armstrong® Torque Products are precision instruments that contain moving parts. These components are subject to normal wear through use and replacement thereof is the responsibility of Buyer. Torque Products should be routinely checked for calibration at an Authorized Repair Center using Armstrong® repair parts.

This Warranty shall not apply to Products which have been misused, abused, damaged by accident or otherwise, repaired by anyone other than an Authorized Repair Center or modified by anyone other than Apex Tool Group and is in lieu of all other warranties, whether express, implied or statutory. THE IMPLIED WARRANTIES OF MERCHANT ABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE SPECIFICALLY EXCLUDED. Buyer’s sole and exclusive remedy for breach of this Warranty is, at the option of Apex Tool Group, repair or replacement of the defective Product. IN NO EVENT WILL APEX TOOL GROUP BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE DAMAGES ARISING FROM BREACH OF THIS WARRANTY, EVEN IF APEX TOOL GROUP HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The Apex Tool Group is not responsible for personal injury or damage resulting from improper tool usage, product modification, abuse or usage beyond expected product life..
Warranty Service & Authorized Repair:

Electronic Torque Wrenches

ATG Torque Repair
1150 Clipper Rd.
Sumter, SC 29154

All other Torque Products

Angle Repair & Calibration Service, Inc.
175 Angle Drive
Beckley, West Virginia 25801


For Further information on Armstrong Hand Tools, Torque Products or Authorized Repair Centers, Please contact us at:


Armstrong US Customer Service

Armstrong Industrial Hand Tools
(800) 621-8814

 

[drink]

Armstrong ratchet repair kit catalog snap-shot.

 

[drink]

After hearing Armstrong moved from Texas to South Carolina and tools were backordered until March 2016 I thought they might not be able to provide warranty service until March. Who knows? The repair kit along with many other tools is out of stock so it looks like March is when they might be available again. SNAFU, TARFU

http://www.armstrongtools.com/armstrong-11-982-3-8-drive-armstrong-maxx-ratchet-repair-kit.html

 

[mrjaw14]

Warranty

Armstrong® hand tools are warranted for Life to be free of defects in material and workmanship. Carrying cases, pouches, accessory bits and consumable products, if any, are not covered by this Warranty.

Armstrong® - Professional Tools

If use of any Armstrong® Hand Tool when used for its intended purpose, fails to give complete satisfaction, return it to your Armstrong® Distributor or contact Apex Tool Group Customer Service USA (866) 907-9716, and it will be repaired or replaced free of charge. *Except Torque Products

*Armstrong® Torque Products are warranted to (1) be free of defects in material and workmanship for one year and (2) meet out of the box calibration accuracy standards as stated in the product literature. Accuracy standards for calibration are warranted for 90 days from date of purchase. Products for which Warranty Repair is requested should be returned, at Buyer’s cost, for evaluation to:

Warranty Service & Authorized Repair:

Electronic Torque Wrenches

ATG Torque Repair
1150 Clipper Rd.
Sumter, SC 29154

All other Torque Products

Angle Repair & Calibration Service, Inc.
175 Angle Drive
Beckley, West Virginia 25801


Armstrong® Torque Products are precision instruments that contain moving parts. These components are subject to normal wear through use and replacement thereof is the responsibility of Buyer. Torque Products should be routinely checked for calibration at an Authorized Repair Center using Armstrong® repair parts.

This Warranty shall not apply to Products which have been misused, abused, damaged by accident or otherwise, repaired by anyone other than an Authorized Repair Center or modified by anyone other than Apex Tool Group and is in lieu of all other warranties, whether express, implied or statutory. THE IMPLIED WARRANTIES OF MERCHANT ABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE SPECIFICALLY EXCLUDED. Buyer’s sole and exclusive remedy for breach of this Warranty is, at the option of Apex Tool Group, repair or replacement of the defective Product. IN NO EVENT WILL APEX TOOL GROUP BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE DAMAGES ARISING FROM BREACH OF THIS WARRANTY, EVEN IF APEX TOOL GROUP HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

The Apex Tool Group is not responsible for personal injury or damage resulting from improper tool usage, product modification, abuse or usage beyond expected product life..
Warranty Service & Authorized Repair:

Electronic Torque Wrenches

ATG Torque Repair
1150 Clipper Rd.
Sumter, SC 29154

All other Torque Products

Angle Repair & Calibration Service, Inc.
175 Angle Drive
Beckley, West Virginia 25801


For Further information on Armstrong Hand Tools, Torque Products or Authorized Repair Centers, Please contact us at:


Armstrong US Customer Service

Armstrong Industrial Hand Tools
(800) 621-8814

I did read this before posting. It says I can call them, which I did. One of the remedies is repair...in this case all I need is a rebuild kit, which I thought they'd happily send instead of having to pay more money to ship me a new ratchet. They just said I could go buy a rebuild kit. didn't point me to an authorized repair center/warranty place, etc.

I was just surprised that a "professional" tool company didn't have the same level of service via their corporate support number than other companies do. This is more about getting the word out to temper other people's expectations because armstrong is touted as a pro-quality brand with a lifetime warranty. I'm just sharing an experience, that's all. I know I can get the whole ratchet replaced eventually if I find the right fastenall to deal with me and possibly pay money out of pocket to ship the ratchet back. That goes in the value equation for total cost of ownership when comparing with a more expensive ratchet. I've called SnapOn before and had a kit at my door within 2 days. I know armstrong is a different company, but there's something to be said about the level of service you get when spending just a little more. heck even SK will do that. I was hoping armstrong would play in that same space. Like I said, just sharing my experience. I'll get it taken care of, or buy that FHLF80 I've been wanting

 

[mrjaw14]

Edit: I'm seeing other threads pop up about issues with Apex tool group and warranty...and comments about huge delays when sending ratchets in for repair, like 7 months! My issue may be part of a larger issue with that company. It's affecting Matco as well with backorders, but I was still shocked they told me to just go buy a rebuild kit.

 

[dogdog]

....lol try channel lock ratchet with Allied International worse than Harbor Freight warranty wise... ........at least you can find a rebuild kit for your ratchet.

 

[mrjaw14]

Lol, yea I bet. Just burns my biscuits when "lifetime warranty" comes with so many strings attached I could run a marionette show when so many other companies make it easy

 

[drink]

So, what is actually wrong with your ratchet? How did it break?

 

[mrjaw14]

It wasn't abuse, just sometimes gets used in close quarters where larger ratchets won't fit. Do that enough on older bolts that are in there good and things fail. I have a snap on fl80 that normally gets used for that unless I need a longer and/or flex head and the armstrong is used. FWIW, the SO has never broken. I did have to call in for a kit for a 1/4" SO TM-70b, but that's the only other ratchet I've ever tried to warranty. So it's by no means a common thing. For chassis stuff I have a larger 12-994 1/2" flex head that gets used for that.

 

[drink]

So, your ratchet failed from being used in close quarters? I don't understand. Is it spinning freely and not catching in either direction?

 

[mrjaw14]

I was describing the situation it's used in to show it was used appropriately. it skips. not sure why this is relevant to the thread, it's about their customer service not troubleshooting the ratchet. The one time I called snap on i asked for a kit for a broken ratchet and they sent me one. This is informational for other folks who have or are considering buying these ratchets if customer service is a concern of theirs. I said earlier I can probably send it in and wait months for their turnaround time given the current issues they're having in SC. or I can go buy a kit myself. I've already found the kits online and can get them here within the week. But I just wanted to share the experience I've had with them

 

[four.cycle]

^ You might want to pass along to them your relating this experience on a discussion thread on Garagejournal.com which has a quarter of a million members, and that the thread has had 924 views in the eleven hours since you posted it.

Be sure to CC the sales department with the communication. Nothing they like more than bad press.

 

[Richard Cranium]

So did they offer you a replacement ratchet?