Sunex warranty issues

[azchrisf]

Hey guys,

I've got alot of Sunex impact sockets and recently the T45 socket decided to shear like they usually do. So I thought with the lifetime warranty, I'll just use Sunex's Sunexpress warranty online.

I sent the pictures and info, and got a confirmation it was approved.

2 weeks go by and no socket. So I called them and all they could tell me is "the warehouse hasn't shipped it yet".
The girl said she would ask them to expedite it but that was another week and a half ago.

This is my first experience and I'm far from impressed. Has anyone else had a bad experience or know how to reach a higher up to give this a kick in the pants?

Thanks guys.

 

[2ndGearRubber]

Gearwrench once took over a year to warranty an impact socket of mine. ******* the phone seemed so embarrassed when I called after 6 months of no communication I guess she put it on the fast track. Gave here my claim number and it showed up in a few days after that.


Buy another, wait for your warranty to crawl through. Warranty is nice, but turn around typically *****. Tool trucks **** too; unless it's the most basic of stuff. Sometimes venders can help you, sometimes they'll tell you to deal with the company. For instance I don't have a warranty with my snap on guy, I have with with SNAP-ON LLC. So if I don't have truck service, I deal with the snap on mothership.

VIM makes a very nice bit socket, but they're very low profile, sometimes that's a hindrance. Look at your sunex set and see if you can buy a companion set to cover any warranty downtime and expand your options for reaching things.

 

[BrandoJames]

I've got alot of Sunex impact sockets and recently the T45 socket decided to shear like they usually do. So I thought with the lifetime warranty, I'll just use Sunex's Sunexpress warranty online. I sent the pictures and info, and got a confirmation it was approved. 2 weeks go by and no socket. So I called them and all they could tell me is "the warehouse hasn't shipped it yet"

Never used Sunex, but my guess is their inventory is depleted after Christmas. Many companies now use the JIT (Just In Time) inventory system and don't have a large excess inventory--particularly with a relatively low demand item like T45 sockets. I understand techs use torx regularly, but it's a relatively low demand item in the DIY market.

 

[wafrederick]

Probally on backorder,an ACI auto parts salesman had an impact grade torx bit of mine warrantied and it was 2 to 3 weeks on backorder

 

[parks31]

I would call once more after the holidays and see if they have shipped. If they did not ship the item ask to speak to a manager. It is better to be nice I have found when dealing with customer service these days no matter how frustrating it can be. Sunex is a good company.

 

[Professional Tool User]

Sometimes, they may not have the item. They may have put you on back order without telling you. It happened to me once when I bought something online from a mostly brick and mortar supplier. For tools you know you are going to break, you have to get it from a easy and reliable to warranty source. If you went and bought the Harbor Freight set, this shouldn't be a problem.

 

[BarryWells]

Unless a hand tool is a high end ratchet, I toss it in the scrap bin and buy another.
Sockets ? Please............Extension abuse ? Just go get another one.

 

[CJM8515]

never had an issue, warrantied a socket awhile back with no issue. showed up 7 days later.

 

[plinker]

I had warrantied a couple impact wobble extensions, fairly easy process. It did take a little while to get the replacements, I think a couple weeks or thereabouts. Non issue for me as I had bought a few spare extensions for just such an occasion.

 

[wafrederick]

Sometimes, they may not have the item. They may have put you on back order without telling you. It happened to me once when I bought something online from a mostly brick and mortar supplier. For tools you know you are going to break, you have to get it from a easy and reliable to warranty source. If you went and bought the Harbor Freight set, this shouldn't be a problem.

One Parts Plus auto parts salesman that comes into my dad's shop,I hand him the broken tool since I bought the tool from him.Usually a few days getting a replacement delivered to me when we order parts from them.Saves me time going down there to get it

 

[xlowxyotax88x]

I sent in a warranty request at beginning of November for 2 wobble extensions and a 14mm deep impact I got one wobble and nothing else so I emailed back and was told they are in the middle of moving warehouses. So I ended up buying a 14mm off the truck as I work mostly on Japanese cars that's a much used socket, I figure when they get here they'll get here, most likely after I forget about them

 

[BMack37]

You see this with tool trucks all the time. I know people that have waited months for a replacement from Matco or Snap On. Sometimes it happens, it's a T45 not a 10mm socket.

 

[azchrisf]

Guess I'm stuck. Thanks guys.

 

[WittHay]

Just poor customer service on Sunex's part. Only 2 places T45 sockets can be, either in a Sunex warehouse or temporarily stored in a Taiwan warehouse waiting on other Sunex products to fill a shipping container

as soon as a company starts selling it products through online retail sellers like Amazon, they have to increase their staff and make changes to ship out individual packages to the general public for warranty. Also some system to keep track of inventory.

Warranty something in a tool truck, its immediately ordered and the dealer can tell you what warehouse it will ship from. Longest i had to wait for warranty was one week. Through the local parts store and tool importer. Warranty is done in 2 to 3 hours.

 

[Steve_P]

I've had good service w Sunex on warranty. Called or emailed and explained the issue and they sent a replacement. I remember that I didn't need to email pictures. I can't remember exactly how long it took to receive, but less than 2 weeks as I'm close to SC.