Testing Craftsman Warranty Policy

[Jazz]

Last weekend I was doing some repairs on my truck and while doing so found a Craftsman 3/8" drive that had gotten lodged behind the front bumper. I had obviously dropped it during the repair and forgotten it at cleanup time (yes, a fail on my part). I'm guessing it had been there for at least 2 years.

Yesterday I returned it to my local Sears. It was replaced with a refurbished unit which made me pretty happy. No paperwork and no hassle.

 

[JMcFly]

I went in last week and swapped out all of my made in china ratcheting wrenches for the USA made versions. Not an issue

 

[BHH]

I feel like this is abuse of the warranty system. How is it their fault you left a tool behind your bumper for two years?

 

[nomad69]

He. Isn't abusing anything. Under Craftsmans blanket warranty, he is allowed to replace a ratchet that he just paid the cashier for without even leaving if he "is not satisfied with the tool in any way". Maybe you are confusing SO's warranty with Craftsmans?



Edited for. My piss poor grammar.....

 

[BHH]

Nope, you guys are probably confusing decency and willingness to admit something is your own fault with greed. Don't worry it's an american thing.

 

[powertrip]

Looks like warranty and tool abuse that will ruin the system for the rest of us rather than just "testing" their warranty. I wouldnt even think of trying that at least without a soak in vinegar first.

 

[johnnybentwrench]

Not going there with this thread.

 

[powertrip]

Nope, you guys are probably confusing decency and willingness to admit something is your own fault with greed. Don't worry it's an american thing.

An american thing !!!!??! Are you trying to start a border war? I usually respect your comments and posts. That was just plain stupid.

 

[GoBlue]

This is why modern Craftsmans are made in China. Not only do they have to sell them cheap...they give them away for free half the time. People who do **** like this should never complain about Sears going to China

 

[cderalow]

to be honest, i don't think that a tool made of a chromed type steel should rust after 2 years, regardless of the elements it's exposed to.

seems like a fair warranty exchange to me. Chromed tools shouldn't rust in short periods of time.

 

[Al Bundy]

Before this thread gets locked, I have quite a few Craftsman sockets that have bubbling chrome and are rusting. I haven't thought about trying to warranty them because they have not been stored under the greatest conditions for the past 25 years. They haven't been kept outdoors or anything like that, but they have been in an unheated shed inside a metal drawer that I had to evict the mice out of more than once. So is this my own negligence or is this something that should not happen anyway?

 

[sk farmer]

bhh is correct. too damn many people abusing the warranty on stuff. may even be some of the reason production of those ratchets has moved off shore. if one is too damn irresponsible to pick up your tools and take care of them, how is that the fault of craftsman that they should warrant it? i understand that **** happens but i don't understand why sears is responsible to replace a tool damaged from abuse and neglect rather than normal use. replace all of the tools broken under normal use that you care to. hell even replace the ones you may have broken through some abuse if used the cheater pipe or pry bar but this tool was not hurt in normal use. it was neglect and irresponsibilty that damaged that tool, not usage.

 

[sk farmer]

Before this thread gets locked, I have quite a few Craftsman sockets that have bubbling chrome and are rusting. I haven't thought about trying to warranty them because they have not been stored under the greatest conditions for the past 25 years. They haven't been kept outdoors or anything like that, but they have been in an unheated shed inside a metal drawer that I had to evict the mice out of more than once. So is this my own negligence or is this something that should not happen anyway?

thanks for reminding me............ i.b.t.l.


by the way, shame on sears for allowing your tools to be kept in an unheated shed in metal drawers with mice. the nerve of them. absolutely totally irresponsible and unacceptable. they should replace every piece and build you a new heated shed with mousebait in every corner. i mean, you bought and paid for that warranty.

 

[BHH]

An american thing !!!!??! Are you trying to start a border war? I usually respect your comments and posts. That was just plain stupid.

I use american as in north america. My statement rings true for Canada too.
It is a western way of thinking.

 

[Jazz]

Okay, I didn't mean to start this battle, but honestly I wasn't 100% expecting the tool to be replaced. This is how the warranty works. My old tool was replaced with a refurbished tool of the same type. They will take my returned tool and refurbish it and trade it out to the next guy. There's little difference to them the condition it is returned in since they are only using the major components anyway. They had an entire bin of replacements, all of which had some wear, none were new.

I will also add that I have some HF and ACE and HUSKY and KOBALT wrenches and tools. Because of the warranty when I have the money I buy Craftsman in spite of the cost being more than twice as much as the cheaper alternatives. How many times have I ever replaced a craftsman tool? This was the first time ever. BTW: They've gotten PLENTY of my money over the years. In this case I wasn't trying to cheat them, but only to find out the limits of the warranty. I would have been happy to take the ratchet home with me if it was denied. It wasn't and as a result I'll make sure that my future tool purchases will be with them as is most of the rest of my "Craftsman" themed garage...

 

[powertrip]

I use american as in north america. My statement rings true for Canada too.
It is a western way of thinking.

Nice tap dance

 

[BHH]

Nice tap dance

Not a tap dance at all. Really there isn't much that separates us other than the Igloos we live in up here. Our dollar is basically on par, our government is just as ****** as yours, our people just as lazy and ignorant. Unless I have "US" infront of the "A" I always use America to represent North America.

 

[Jazz]

BTW: I didn't add that I told every one of my friends locally, as well as posted this in GJ for everyone to see. How much advertising value do you think that carries for Sears. How many of those guys, many of them mechanical engineers or hot rodders with thousands of dollars worth of tools, will now consider Craftsman before a lot of other manufacturers when spending their money. I'm guessing at least of few of them since several voiced to me that they were amazed that Sears honored the "no questions" warranty. I have to admit I was surprised myself and for the cost of a refurbished ratchet they now have my brand loyalty permanently. That is worth 1000% more than the cost of the tool, I'm betting the marketing and warranty group at Sears figured that out a LONG time ago.

 

[sk farmer]

Okay, I didn't mean to start this battle, but honestly I wasn't 100% expecting the tool to be replaced. This is how the warranty works. My old tool was replaced with a refurbished tool of the same type. They will take my returned tool and refurbish it and trade it out to the next guy. There's little difference to them the condition it is returned in since they are only using the major components anyway. They had an entire bin of replacements, all of which had some wear, none were new.

oh my god! really? you think they are going to refurbish that. how? you would gladly take that rusty piec of **** home if they threw a rebuild kit in it? do you think the next guy would? you have got to be kidding me. you really don't have a clue do you?

i would venture to say the guy who has a broken spring in his ratchet or bought a new set with a doa ratchet would absolutely love to have your old rust heap in his set since the handle is not a major component.

 

[larryq]

I think the OP was just sharing his experience, not bragging about pulling a fast one. IMO he was lucky in terms of who he dealt with at the store, I don't know that another Sears would have replaced that for him under warranty (I doubt I would have if I were the clerk.) And he did get a refurbished ratchet, not a new one, as the replacement.

 

[Jazz]

From Sears:

It's from David Figler the VP/GMM, Hardware,Tools & Paint at Sears.


Subject: Craftsman Hand Tool Lifetime Warranty

"There have been several news articles and emails regarding customers being denied Craftsman Hand Tool exchanges for reasons that are not part of the warranty. We've had specific complaints of denied exchanges based on:

- Tools having rust on them

- A 3 Piece per day limit on exchanges

These are NOT valid reasons for denying our customers their right to exchange their Craftsman Tools under the Lifetime Warranty.

The warranty states: "If for any reason your Craftsman hand tool ever fails to provide complete satisfaction, return it to any Sears store or other Craftsman outlet in the United States for free repair or replacement. This warranty gives you specific legal rights and you may also have other rights which vary from state to state."

Our Craftsman Hand Tool Lifetime Warranty is one of the most important competitive advantages we have in the market. It is crucial that we ensure all of our sales associates are trained to understand all the hand tools that are covered under this warranty."

That is THEIR position, not mine. I respect that they aggressively honor their warranty. Note that he states it is a "competitive advantage". In other words it has a financial value to them that exceeds the cost of the warranty. No company does anything for free.

And yes, I do imagine someone will inspect the ratchet and determine that it either can be repaired or cannot. Tools are not replaced with new ones. The one I received had a good amount of wear and certainly could have looked similar to the one I turned in at some point.

Here is the link from Sears clarifying this.
http://www.mysears.com/Tools--7018/topics/Craftsman-Hand-Tool-Warranty-Clarified/posts

You might also note that it applies to ANYTHING they sell that has the lifetime warranty included yard tools and even garden hoses. The next hoses I buy will come from Sears since I seem to go thru them every year or two. Brand loyalty, and my money. Sears will be getting both.

 

[sk farmer]

I think the OP was just sharing his experience, not bragging about pulling a fast one. IMO he was lucky in terms of who he dealt with at the store, I don't know that another Sears would have replaced that for him under warranty (I doubt I would have if I were the clerk.) And he did get a refurbished ratchet, not a new one, as the replacement.

there in lies the problem. he does not "think" he pulled a fast one. he slid it in under a vague ruling. he never said wether the ratchetet worked or not. chances are that it did work. he quotes the management at sears about not denying for rust. my interpretation of that is not to replace because of rust but not deny for it. if he returns the ratchet because it broke or had some sort of issue i say it is fair game even if it is rusty. that ratchet worked when he misplaced it . i must assume it did or he would not have been using it. that damage was caused solely by him and and not the mfg. using that analogy i should be able to put a ratchet in a container full of battery acid for a few monthes and be able to return it for a brand new one. after all, i just misplaced it in there.

but, as screwed up as craftsman is how the hell would they know better? this coming from the company that discontinued us made professional wrenches, raised panel ratchets and countles other quality tools in favor of cheap asian ripoff tools designed to mislead and confuse you in to thinking they are the same. i sincerely hope the o.p. and his friends are equally happy with a ****** import replacement for a us made tool in the futue.

 

[Jazz]

Actually the ratchet did not work. If it had I would have cleaned it up and continued to use it. The rust was NOT the issue for me, the ratchet mechanism failed. It wasn't returned only for appearance.

Yes, both myself and my friends are amazed and glad to hear that Craftsman stands behind their tools even in the face of the customer doing something stupid. Honestly, I do plenty of stupid things (as do most people) and it's nice to know that when it comes to my tools that have "Craftsman" on the handle I get a pass on that. They are much more forgiving that my wife.

 

[spity]

From Sears:
- Tools having rust on them

- A 3 Piece per day limit on exchanges

These are NOT valid reasons for denying our customers their right to exchange their Craftsman Tools under the Lifetime Warranty.

For those of you who arnt so good a reading, I cut out all the stuff thats stupid.

 

[powertrip]

Actually the ratchet did not work. If it had I would have cleaned it up and continued to use it. The rust was NOT the issue for me, the ratchet mechanism failed. It wasn't returned only for appearance.

Yes, both myself and my friends are amazed and glad to hear that Craftsman stands behind their tools even in the face of the customer doing something stupid. Honestly, I do plenty of stupid things (as do most people) and it's nice to know that when it comes to my tools that have "Craftsman" on the handle I get a pass on that. They are much more forgiving that my wife.

The reason why the ratchet didnt work was because of the rust. You dont think the internals looked just as rusty as the external parts. Damn ... wow i am just amazed at your lack of common sense and ability to twist this whole situation around to make it seem like you have done sears a favor. You need to run for public office

 

[Jazz]

Yes, possibly I will run for president. That statement alone should get this thread closed.

 

[powertrip]

Yes, possibly I will run for president. That statement alone should get this thread closed.

Yeah. The thread YOU started.

 

[Jazz]

Yes, the intention was to say, WOW, CRAFTSMAN TOOLS ROCK. The CRAFTSMAN warranty policy ROCKS, and if I am personally a tool myself, that I'd like the hope I'm a CRAFTSMAN.

 

[mmack66]

I went in last week and swapped out all of my made in china ratcheting wrenches for the USA made versions. Not an issue

Was there anything wrong with the wrenches?

 

[kippieland]

I am coining a new word: Toolism -discrimination based on a brand of tool.

 

[pipsters]

I would have had no qualms about exchanging it either. The warranty is for situations like this as well as failure.

 

[ChrisF250]

Just because you can, dosn't mean you should take advantage of the system. The tool rusted under your own negligence and not faulty chroming or some other manufacturer defect.

 

[nomad69]

Nope, you guys are probably confusing decency and willingness to admit something is your own fault with greed. Don't worry it's an american thing.

Since that looks like it was personal ill respond that way. In 1984 I purchased a 3pc set of p.iers from Sears. I was almost to the door when I looked down at the package and saw the word Japan under the Craftsman. I returned to the counter and told them I wanted a refund and why.
The manager didn't refund my money, instead giving me three pairs of individual pliers from the racks. Since then I have returned 4 sockets in a 3 week spread and a handful of their screwdrivers.
Hardly greed.
I have been a loyal and very satisfied custormer of Sears for years and like most of the basic hand tools.

Sears warranty is the best in the business bar none and its that way for a reason. They have no intention of changing it either because with their move to offshore sourcing it is one thing guarenteed to bring in customers.

 

[kv501]

Nice tap dance

^^^True that. I know MANY Canadians and have 3 long-time Mexican neighbors I consider very good friends and have never heard any of them refer to North America as "America." If you're going to bash the States just come out and do it and have some fun, man! We'll throw back some oot and aboots and give you **** for having to answer to the Queen and be done with it I will agree though, that I kind of liked your posts up until that one; it was just plain stupid.

The Sears executive clarified their warranty to include what the OP did. Those SO guys really have a sore spot for the crappy warranty (yes, I own and use Snap-On hardline). Love the tools; warranty is comedic.

 

[HarrisonTX]

Sort of on topic, I have an odd craftsman bottom box. It has some super thin plastic handles in the center of the drawer. Two of the 4 or 5 handles are broken. Could I possibly warranty this? I saw the same box at Sears this week.

 

[BHH]

^^^True that. I know MANY Canadians and have 3 long-time Mexican neighbors I consider very good friends and have never heard any of them refer to North America as "America." If you're going to bash the States just come out and do it and have some fun, man! We'll throw back some oot and aboots and give you **** for having to answer to the Queen and be done with it I will agree though, that I kind of liked your posts up until that one; it was just plain stupid.

The Sears executive clarified their warranty to include what the OP did. Those SO guys really have a sore spot for the crappy warranty (yes, I own and use Snap-On hardline). Love the tools; warranty is comedic.

I am a US citizen living in Canada....

 

[ishiboo]

From Sears:

It's from David Figler the VP/GMM, Hardware,Tools & Paint at Sears.


Subject: Craftsman Hand Tool Lifetime Warranty

"There have been several news articles and emails regarding customers being denied Craftsman Hand Tool exchanges for reasons that are not part of the warranty. We've had specific complaints of denied exchanges based on:

- Tools having rust on them

- A 3 Piece per day limit on exchanges

These are NOT valid reasons for denying our customers their right to exchange their Craftsman Tools under the Lifetime Warranty.

The warranty states: "If for any reason your Craftsman hand tool ever fails to provide complete satisfaction, return it to any Sears store or other Craftsman outlet in the United States for free repair or replacement. This warranty gives you specific legal rights and you may also have other rights which vary from state to state."

Our Craftsman Hand Tool Lifetime Warranty is one of the most important competitive advantages we have in the market. It is crucial that we ensure all of our sales associates are trained to understand all the hand tools that are covered under this warranty."

That is THEIR position, not mine. I respect that they aggressively honor their warranty. Note that he states it is a "competitive advantage". In other words it has a financial value to them that exceeds the cost of the warranty. No company does anything for free.

And yes, I do imagine someone will inspect the ratchet and determine that it either can be repaired or cannot. Tools are not replaced with new ones. The one I received had a good amount of wear and certainly could have looked similar to the one I turned in at some point.

Here is the link from Sears clarifying this.
http://www.mysears.com/Tools--7018/topics/Craftsman-Hand-Tool-Warranty-Clarified/posts

You might also note that it applies to ANYTHING they sell that has the lifetime warranty included yard tools and even garden hoses. The next hoses I buy will come from Sears since I seem to go thru them every year or two. Brand loyalty, and my money. Sears will be getting both.

Initially, I thought this was blatant misuse of the warranty. But based on that statement and the actual text of the warranty, its clear it was jazz's right to do so. Thank you for backing up the consumer, David Figler, and not trying to save the extra nickel.

The warranty, ease of local replacement and local selection are just about the only things that offset Craftsman from other tool manufacturers/dealers.

As a owner (even second hand) of a Craftsman tool, its in our right to get it replaced simply because we're not satisfied with how it's aged, however using our personal discretion in doing so is one of the things needed to keep such a fantastic return policy in place.

 

[Buckgnarly]

The Sears executive clarified their warranty to include what the OP did. Those SO guys really have a sore spot for the crappy warranty (yes, I own and use Snap-On hardline). Love the tools; warranty is comedic.

I like both companies, but where did you get the idea that the SO warranty is "comedic". I've had nothing but GREAT luck with them, just got off the phone with them and I will be getting two new extractors (from kit E1020). Never even had to send anything in and I've warrantied at least 10 items in the past few months.

I'm still waiting on Sears after turing in my RP line wrenches for chrome issues, it's been over two months and still waiting to see what if anything I getback from them.

I'd really like to hear the SO stories though, as I have honestly never heard a bad story aside from individual truck owners. Have you had bad experiences with the company or the driver/owners? Big difference....

 

[Kirbot]

Now I remember why I never look in "General Tool Discussion" anymore. And I don't mean because of the OP.

 

[larryq]

Just because you can, dosn't mean you should take advantage of the system. The tool rusted under your own negligence and not faulty chroming or some other manufacturer defect.

I agree with this principle. It's one reason why Craftsman is going offshore, to save money on their warranty. Not the only reason, or even the main one but a factor.

To clarify, I'm not saying the OP (Jazz) was trying to take advantage of Sears, it was more of a shot in the dark on his part and an experiment. When they said sure, we'll replace it, would any of us have pulled the ratchet from the clerk's hands and said "oh no you don't, it's my fault!"

I am surprised that rust and obvious neglect are covered under the Craftsman warranty. I'm both proud of and surprised at Sears. I do think that maintaining the warranty at all costs is contributing to the offshoring.