Testing Craftsman Warranty Policy
- Thread starter Jazz
- Start date
^^^^^
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i doubt that this single thread of all of the threads on this sight is the one that miraculously saves sears and the craftsman name. replacing one rusty ratchet will not likely bring droves of customers into thier store. as others have said many actions have pushed them to the point of being only a shell of what they once were. if people don't give two s--ts about keeping craftsman as much of a u.s. icon as possible we can't help them. i for one won't be returning any us made pro wrenches, rhft ratchets, pliers or any other pieces for much of the **** now hanging on the hook. people just refuse to accept that they are part of the problem by either a, abusing the system or b, accepting substandard substitutes as new merchandise or replacements for what used to be quality items.
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i doubt that this single thread of all of the threads on this sight is the one that miraculously saves sears and the craftsman name. replacing one rusty ratchet will not likely bring droves of customers into thier store. as others have said many actions have pushed them to the point of being only a shell of what they once were. if people don't give two s--ts about keeping craftsman as much of a u.s. icon as possible we can't help them. i for one won't be returning any us made pro wrenches, rhft ratchets, pliers or any other pieces for much of the **** now hanging on the hook. people just refuse to accept that they are part of the problem by either a, abusing the system or b, accepting substandard substitutes as new merchandise or replacements for what used to be quality items.
Reading this reminded me that I need to go to Sears and swap out a few broken ratchets that have been sitting in the drawer for a couple years. I have six 3/8" drive Craftsman ratchets, and three of them got the guts stripped when I overworked them. I just use the other three and forget about the broken ones. Got nothing else to do today, might as well.
Sears isn't going offshore because of the occasional return of a of a rusty ratchet that cost them less than $2 to have made. They're going offshore because most consumers have sent a clear message that cost and quality trump COO, and because rising costs to manufacture in the US are making it difficult or impossible to compete.
Look at Gearwrench: finish, strength and fit on par with Craftsman, but at half the cost (real prices, not the jacked up retail nonsense) and with better quality control.
Look at consumer electronics. All made offshore, and we buy it up. Why? Because it's great quality and affordable.
When was the last time you looked at COO when buying clothes?
Sears is a business trying to survive in a changing world. They are not a high-end boutique. Their clothes are not Lord & Taylor and their tools are not Snap-On. Their competition is commodity stores like Walmart and Amazon.
And like Walmart and Amazon, they know that a satisfied customer will result in more sales. Walmart will take anything back, knowing that when you leave the return line you're then going to go fill your cart worry-free and buy buy buy.
Like Jazz and many others here, I'm a huge fan of USA-made Craftsman, and have been very happy to buy tools made by my fellow countrymen. I've been buying Craftsman since the 80's (and still have almost every tool receipt). I've returned very little, but their return policy makes purchases worry-free, so if I'm unsure, I just buy it.
That said, other brands have started to occupy spaces next to Craftsman in my toolbox for quality/cost reasons, like Earthquake-Taiwan impact tools, Gearwrench-Taiwan flex wrenches, and Wiha screwdrivers.
It is very sad to see the made-in-USA stamps disappear, but more is coming, and it has nothing to do with Craftsman's warranty or the return of a $2 ratchet.
Look at Gearwrench: finish, strength and fit on par with Craftsman, but at half the cost (real prices, not the jacked up retail nonsense) and with better quality control.
Look at consumer electronics. All made offshore, and we buy it up. Why? Because it's great quality and affordable.
When was the last time you looked at COO when buying clothes?
Sears is a business trying to survive in a changing world. They are not a high-end boutique. Their clothes are not Lord & Taylor and their tools are not Snap-On. Their competition is commodity stores like Walmart and Amazon.
And like Walmart and Amazon, they know that a satisfied customer will result in more sales. Walmart will take anything back, knowing that when you leave the return line you're then going to go fill your cart worry-free and buy buy buy.
Like Jazz and many others here, I'm a huge fan of USA-made Craftsman, and have been very happy to buy tools made by my fellow countrymen. I've been buying Craftsman since the 80's (and still have almost every tool receipt). I've returned very little, but their return policy makes purchases worry-free, so if I'm unsure, I just buy it.
That said, other brands have started to occupy spaces next to Craftsman in my toolbox for quality/cost reasons, like Earthquake-Taiwan impact tools, Gearwrench-Taiwan flex wrenches, and Wiha screwdrivers.
It is very sad to see the made-in-USA stamps disappear, but more is coming, and it has nothing to do with Craftsman's warranty or the return of a $2 ratchet.
SMKS
Well-known member
If you want to read about some real Craftsman warranty abuse, check out these threads.
http://www.garagejournal.com/forum/showthread.php?t=102584
http://www.garagejournal.com/forum/showthread.php?p=1419908
http://www.garagejournal.com/forum/showthread.php?t=102584
http://www.garagejournal.com/forum/showthread.php?p=1419908
toasterburn
Active member
I always find it funny when people get ruffled about sears warranty "abuse". It's impossible to abuse the sears warranty. It covers neglect, abuse, or if I look at the tool one day and decide it's ugly.
Which is why sears sells tons and tons of tools. Better tools are out there, but a warranty like that is worth something.
Which is why sears sells tons and tons of tools. Better tools are out there, but a warranty like that is worth something.
Super Sport
Well-known member
This is how I feel and the reason I buy tools at Sears. I know I will never have any trouble returning Craftsman tools for whatever reason I want to. That is a major factor as to why my toolbox is filled with Craftsman tools.
The people at Sears know that this warranty brings in more money than it costs, or else they would have changed the coverage years ago. Yeah I would say I've "abused" the warranty on rare occasions, but I've also spent thousands of dollars at Sears because of that warranty.
3 at 8
Well-known member
Well said toasterbun. Finally, someone gets its. No abuse observed or acknowledged. He; or the original owner paid for that ratchet to be replaced indefinitely upon its original purchase just in case it was left in a bumper. Now that it’s nice and shiny again; he has the option of keeping it and using it or selling it if he so chooses for quite a bit less than retail. Well done Jazz, and thank you for reminding me Sears return policy is why I buy them in the first place.
wreckerman5357
Well-known member
- Joined
- Dec 2, 2011
- Messages
- 373
I like this, a lot of liberals down here try to convince me that you guys are so much more on top of **** than we are. I tell them no, same type of **** up there. Here it is from the horse's mouth.
I agree with you, people want something for nothing, feel entitled, and don't give a damn about anyone but themselves. No offense take here. Sears' warranty does allow it though...
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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....
I will say first that they were all 3 with a driver. Now, I could have easily lied and said they were with the company, but I won't do that because even though drivers are individual businesses, they are still agents and representatives of Snap-On.
Here is where I think my point is valid (I did say the warranty was comedic): I had three instances of very poor warranty treatment. The first was a snap ring plier that I bought new off the truck; the locking wing nut that switches between inside/outside broke into 3 pieces while I was taking a snap ring off of a cylinder pin. I had never even switched it to inside (I used it for only one job at work) and it just came apart. The driver said I must have put it on wrong and tried to force it (I had never even taken it off). No claim.
Second one was a torx screwdriver in which the handle spun on the shaft. Handle was split on one side. Same driver told me I must have been using it to pry with or to line holes up with (A TORX???) No claim.
Third was a ball that fell out of my father's 3/8 ratchet from 1969. I inherited his tools when he passed away 2 years ago. It was well-maintained, but when I brought it to the same driver (by this time I was working in an office) he said he had no idea how that ratchet had been treated in 40 years. No claim and I had to buy a kit.
NOW...I understand how you can feel that it wasn't Snap-On's fault, but my response to that would be that that particular driver is Snap-On in many people's cases. If you live near me, you have no choice but to warranty tools through him. In the first 2 cases I had no ability to wait while sending it in to SO. I had a job to do and my employer didn't provide those tools. To me, Snap-On's warranty isn't worth the paper it's written on if you can't get the service they claim to provide.
The other point I make is that you should NOT have to depend on luck of the draw driver-wise to get good service. My brother an hour south of here loves his driver, and the warranty service he gets is comparable to Craftsman's. The guy apparently knows that if he gives good service to customers they'll buy more, and he is competing w/ Matco/Cornwell/MAC. People in my territory (I don't turn wrenches for a living anymore) have to deal with this schmuck. Nobody ever wants to take a tool to him because even if they get it warrantied they get their asses chewed for abusing it. Until they come up with a warranty policy that is equal across the board and enforced that way, I think their warranty is comedic.
Al Bundy
Well-known member
I'm sure there must be standards the drivers have to adhere to. If corporate started getting a lot of complaints against this guy they would force him to change. Like you said, he does represent Snap On. There must be something in the franchise agreement to address those kinds of issues. But if they don't ever hear about it, it's not going to change.
Hmmm this makes me want to start a thread on my experience today.
ChrisF250
Well-known member
kv501 not sure where you live but why not just mail it in? Snap on will cover postage if need be and usually just ships a new tool out without asking for the old one.
mudflap
Well-known member
After 23yrs as a mechanic, working out of the same shop that entire time. I have seen mac/snapo dealers come and go, and have a lot of mac/snapo tools in my matco box. I realize its a status thing, i was once a young buck, fresh out of mech trade school, eating ramen noodles so i could pay my tool truck bill. And it has always been a crapshoot as far as their warranty goes. Im over it, i just need good solid tools, that get the job done, craftsman tools have proven theirselves to me on the job. tool steel and tolerences are just as good as truck tools for a fraction of the price. And their warranty is a wonderful thing, no drama, just set the tool on the counter, they bring you a new one, and say thank you for shopping at sears, have a nice day. You tool truck fans should come out of the dark, end the abuse, buy craftsman tools, get some jesus sandals, and feel the love.
mudflap
Well-known member
And as far as made in USA goes, its a sad thing, but in 5 yrs all tools will be made somewhere else due to epa/runaway health ins costs/high corp taxes/osha/etc. Tool truck brands are already starting to put their names on ching-chong tools,just a matter of time.
Back when the laser-etching of sockets started getting popular, a line of Craftsman sockets were made with only the etching. Over time, that thin etching wears off, and I had a few sockets that were barely distinguishable as being Craftsman (much less, being able to read the size - the metrics weren't even stamped with the 'band' on the drive end, either.)
I returned those a year or two ago, for the simple reason that if the tool does fail in the future, I might be up creek without a paddle trying to convince a clerk that it's a Craftsman. One was so bad, it was almost refused until someone with better glasses took a look at the faint marking.
Now, I pick up used tools when I find a deal, and have warrantied any sockets that have only the etching, because the warranty stays with the tool (not the original purchaser,) and it "failed to provide complete satisfaction." I was not satisfied that the socket would retain it's identifying markings, due to prior experience.
Don't get me wrong, I hate trading an older tool in for a new one (for obvious quality reasons,) but this is an exception in my book. I'd rather go this route than risk breaking a socket down the line and be either denied the warranty, or having it replaced with a Chinese socket.
Just my $0.02.
I returned those a year or two ago, for the simple reason that if the tool does fail in the future, I might be up creek without a paddle trying to convince a clerk that it's a Craftsman. One was so bad, it was almost refused until someone with better glasses took a look at the faint marking.
Now, I pick up used tools when I find a deal, and have warrantied any sockets that have only the etching, because the warranty stays with the tool (not the original purchaser,) and it "failed to provide complete satisfaction." I was not satisfied that the socket would retain it's identifying markings, due to prior experience.
Don't get me wrong, I hate trading an older tool in for a new one (for obvious quality reasons,) but this is an exception in my book. I'd rather go this route than risk breaking a socket down the line and be either denied the warranty, or having it replaced with a Chinese socket.
Just my $0.02.
jethro29
Well-known member
Keep reading the thread...
jethro29
Well-known member
JMcFly
Well-known member
A few of them had sub par chrome and what I'd say poor quality control since most of the wrenches had pits in the actually metal before being chromed.
I've always spent my money on craftsman since I could buy tools. I remember at the age of 13 going to sears to buy my first tool set as well as when I went to buy my first tool chest. I'll always buy craftsman.
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You clearly didn't read all my posts in the thread. As an American living in Canada I feel I totally have the right to say what I said.
mooman
Well-known member
I'm officially booing the OP on this. Take care of your damn tools!!
You'll find out Karma is a ***** when you're using this ratchet and it slips on you busting up your knuckle.
You'll find out Karma is a ***** when you're using this ratchet and it slips on you busting up your knuckle.
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bobemmerich
Well-known member
Agree with this^^^^^I also think he (Jazz) was just telling of his experience with the warranty. I tried a couple times to replace rusty tools. One they did -pliers-one they didn't-extension. He also said if they didn't replace it, he would have been happy, too. So it's not like he was trying to pull a fast one.