Wera Warranty *****!

[jdcompman]

So I have the following precision screwdriver set from them.

http://www-us.wera.de/catalog_us.html?L=1&file=/en-US/screwdrivers_kraftform_micro_series.html

2035/6 A Electronics Screwdriver Set + Rack

I've had it for a number of years now but the last time I got the screwdrivers out, I noticed the little green section of rubber in the handle is all disintegrating and turning very sticky.

I thought, no problem, I'll just call up Wera and get them replaced since they have a lifetime warranty.

I decided to email them first. I sent a nice email explaining the problem and if they could warranty them for me. A day later I get an email back saying they are indeed covered under warranty. All I need to do is return them to the place I purchased them from. WELL here is the problem... I have no idea where I got them from since it was years ago.

I respond to the email saying I have no idea where I got them from since it was years ago, and asked if there was something that could be done direct. Wait for days with no response.

Finally I decide to call them. I called, explained the situation and they give me the same answer "Sorry sir, we do not deal directly with any customers here" "You'll have to return them to where you bought them" I DON'T KNOW WHERE I BOUGHT THEM! "Sorry I checked with my boss even and he said there is nothing we can do.

So I ask, "What happens if someone buys you product from a store that is no longer in business?" "Ummm I don't know..."

Then I ask, "Why do I have to go through where I purchased them from? Isn't this your product and your warranty?" No answer...

Long story short, I'm **** up a creek because Wera won't even honor their warranty.

Anyone else experience this?

END RANT!

 

[rt dak]

Damn that's a ****** thing to hear. Although I have a feeling if you did know who you bought them from, that company would probably give you the runaround as well. After all, how are you supposed to prove you bought them there, you obviously don't have a receipt after all these years.

 

[astrodoggie3000]

This is the problem with buying tools from sources other than Sears or the truck. It becomes a gamble if you ever have problems. I've considered this senario when i wanted to buy Facom tools... they look awsome but if it breaks i might be in for a roller coaster ride.

 

[RhodesSpeedShop]

Have you tried just turning it into sears? Usually no questions asked...

 

[jdcompman]

Have you tried just turning it into sears? Usually no questions asked...

The thought crossed my mind. I may try that if Wera won't come through on their warranty.

 

[rt dak]

Sears sells Wera? I guess it's been a long time since i've been to Sears.

 

[Superchido]

Sears sells Wera? I guess it's been a long time since i've been to Sears.

Yup. Wiha and Knipex now too among others.

 

[gatewaysysop]

Wow. I hope your experience was a fluke but based on the consistent response by both email and phone, I'm guessing that isn't terribly likely to be the case. What awful customer service though. I suppose I would have tried calling back and talking to someone else, but if even the supervisor or whatever is saying the same thing, might not have too much luck with that either.

I don't own much Wera and frankly this kind of thing makes me not want to buy anymore of it. Imagine if you bought something to give as a gift, what then, no warranty at all for then recipient? Ouch.

Thanks for sharing though!

 

[billymade]

I think I would bypass the USA people and go directly to the Fatherland... in Germany!

Kontakt:
Telefon: 02 02 / 40 45 - 311
Telefax: 02 02 / 40 36 34
E-Mail: [email protected]
Internet: www.wera.de

 

[GoBlue]

Its a shame that Sears would have to pay the price and loose money because the company wont stand behind its products....how do we expect them to stay in business? That ***** about Wera not taking care of it...that is total ****

 

[littletoes]

The sad part is that they are a very expensive tool, regardless of what you buy.

Grainger carries Wera too, and I have never had a problem turning in a PROTO tool to them for warranty, I imagine that the same would stand for a Wera tool, regardless of where you bought it.

 

[MoToys]

I bought this set http://www.amazon.com/dp/B000VD1R5S/?tag=atomicindus08-20 and snapped the tip on the smallest regular (under very normal use) and also contacted wera USA by email with a picture of the driver. I was told this was not covered under warranty, with a little pushing they sent me a replacement and said it was a one time deal. I have not purchased a new wera tool since.

 

[hhuytho]

I've just started buying Wera screwdrivers and really like them. I'm planning to try their ratchets as well but after reading this, I may have to drop the idea. Paying a premium price for a tool and not being able to warranty it is really bad.

 

[Skin]

Wera's support *****. Its not the first time theres been a post about it. Do what i do and dont buy their products.

I remember another recent thread where a member had a ratchet that was self reversing and they told him to mail it to canada -on his dime.

 

[canuckian]

Yep...a little disheartening for sure. I have a few Wera tools and had planned on buying more but now I'm not so sure......too bad, they're great tools.

 

[scott37300]

I have been tempted to buy some wera tools after readin about them on GJ but after reading this I will pass. Wera may have some good tools but if they don't stand behind them then it doesn't mean anything to me.

 

[Stuey]

I've had it for a number of years now but the last time I got the screwdrivers out, I noticed the little green section of rubber in the handle is all disintegrating and turning very sticky.

To be honest, not many manufacturers would cover that since it's normal wear and tear.

Try contacting Chads Toolbox, they might be willing to help you out.

 

[billymade]

I've noticed that support from Germany seems to be better then the USA division many times on German made tools; I have had requests coming from Germany and then the USA division will do what they say... this was the case on a Knipex warranty issue. I would email Germany and give them a chance to respond.

 

[littletoes]

'Ya know, I wouldn't be above mailing a tool to Germany, if they would warrant it.

 

[pacsguy]

I had to warranty a 3 mm wera stainless steel ball hex wrench that I bought through chads and I had a replacement within a week. They just needed a picture of the broken wrench.

 

[BQuicksilver]

Knipex did warranty with me, but it was slow and painful.

We need to appreciate Sears for exactly this reason.

 

[billymade]

I'm not talking mailing it to Germany; I am talking about asking for support form the HOME of the company in GERMANY... they tend to react differently then their USA counterparts.... in the CASE of WERA; I don't think they have a USA division, they are based in Canada.

 

[archirelic]

As was already mentioned, this doesn't seem like it would be a warranty issue anyway. Maybe you should post up some pics so we can all see the issue at hand.

 

[Skin]

I dont quite understand how a handle prematurely falling to pieces and having a chemical reaction isnt a warranty issue. SO hard handles have had the same thing happen in the past and they're replaced no questions asked. Obviously there is a manufacturing issue with the plastics and they should be, and are to at least some capacity, addressing it.

 

[Jeff]

I found a service/support area on Wera's UK website, but nothing on their US website. I would contact Wera directly via their German email as someone else mentioned.

 

[jdcompman]

Its a shame that Sears would have to pay the price and loose money because the company wont stand behind its products....how do we expect them to stay in business? That ***** about Wera not taking care of it...that is total ****

My thoughts exactly! That's why I didn't want to go down this path yet. I think Wera should stand behind their product and warranty it themselves, you know because it IS THEIR product!

I dont quite understand how a handle prematurely falling to pieces and having a chemical reaction isnt a warranty issue. SO hard handles have had the same thing happen in the past and they're replaced no questions asked. Obviously there is a manufacturing issue with the plastics and they should be, and are to at least some capacity, addressing it.

This was exactly my rationale. The handle is still functional and all, but the rubber on it has turned into a goey mess. I'll try a few other options mentioned here and report back with how I came out.

 

[Monte]

Do you have a pic of the handle ?

 

[Wera Tools]

The following was sent directly to jdcompman, via e-mail...

I have seen your thread on Garage Journal, and I would like to address
this with you directly.
Our apologies for your frustration, and it is unfortunate that you felt
this was a necessary approach to address the issue, however, the comments
in the thread from both "Stuey" and "archirelic" are actually correct,
identifying that this is not really a warranty issue. As a result, our
customer service staff did follow the correct protocol in this issue. End
users are asked to address warranty requests through our local
distributors, so that they can get a quicker resolution to valid warranty
claims, usually with an over-the-counter replacement. Our distributors
will also advise us if there are items they are not sure should be
covered, and these would be sent on to us for evaluation.
Our limited lifetime warranty covers all non-consumable products (i.e.
anything other than bits) for defects in materials or workmanship, which
would typically show up very quickly under normal use.
To suddenly experience this type of failure, it would seem that these
screwdrivers must have been subjected to some kind of extremely harsh
chemical (after several years of trouble-free use, as you mentioned), and
it has effected the softer plastic material. We design our products to
resist normal wear and tear as much as possible, but we cannot possibly
test them against every single chemical out in the market. In addition, we
do not provide warranty replacement for items that have experienced normal
wear and tear, and our warranty policy does not differ from any other
manufacturer in this regard.
However, we do strive to maintain customer satisfaction, so if you could
return the product for inspection, I would be happy to consider this
further.

I hope that we will be able to reach a satisfactory resolution on this issue, and that jdcompman will also share that here as well ;-)

 

[Davefr]

The following was sent directly to jdcompman, via e-mail...

I have seen your thread on Garage Journal, and I would like to address
this with you directly.
Our apologies for your frustration, and it is unfortunate that you felt
this was a necessary approach to address the issue, however, the comments
in the thread from both "Stuey" and "archirelic" are actually correct,
identifying that this is not really a warranty issue. As a result, our
customer service staff did follow the correct protocol in this issue. End
users are asked to address warranty requests through our local
distributors, so that they can get a quicker resolution to valid warranty
claims, usually with an over-the-counter replacement. Our distributors
will also advise us if there are items they are not sure should be
covered, and these would be sent on to us for evaluation.
Our limited lifetime warranty covers all non-consumable products (i.e.
anything other than bits) for defects in materials or workmanship, which
would typically show up very quickly under normal use.
To suddenly experience this type of failure, it would seem that these
screwdrivers must have been subjected to some kind of extremely harsh
chemical (after several years of trouble-free use, as you mentioned), and
it has effected the softer plastic material. We design our products to
resist normal wear and tear as much as possible, but we cannot possibly
test them against every single chemical out in the market. In addition, we
do not provide warranty replacement for items that have experienced normal
wear and tear, and our warranty policy does not differ from any other
manufacturer in this regard.
However, we do strive to maintain customer satisfaction, so if you could
return the product for inspection, I would be happy to consider this
further.

I hope that we will be able to reach a satisfactory resolution on this issue, and that jdcompman will also share that here as well ;-)

So you automatically assume the customer is at fault by subjecting the screwdriver to chemicals??

And Wera won't replace the item without a thorough analysis and the customer jumping through hoops??

Maybe it's me but this seems like a very poor attitude from a manufacturer of a premium priced product.

I won't buy Wera with this poor level of customer service. A reputable manufacturer would graciously replace the item.

 

[Stuey]

So you automatically assume the customer is at fault by subjecting the screwdriver to chemicals??

And Wera won't replace the item without a thorough analysis and the customer jumping through hoops??

Maybe it's me but this seems like a very poor attitude from a manufacturer of a premium priced product.

I won't buy Wera with this poor level of customer service. A reputable manufacturer would graciously replace the item.

If this was a widely recurring issue, Wera reps would have been aware of it by now.

The idea that contact with a solvent could have turned the handle into a gooey mess is not far-fetched. Plastics don't often disintegrate randomly or on their own.

The policy is a little disappointing. Quite frankly, I don't know of any local Wera distributors. And certain retailers are not equipped to handle warranty replacement requests, such as Sears and Amazon. Contacting them after say 30-90 days, and they will likely tell you it's not their problem and to contact the manufacturer. Other, smaller retailers, such as Chads Toolbox, might be less inclined to help out with warranty requests by new or non-customers that bought the tools elsewhere.

So yea, the warranty process looks to be quite frustrating. But I wouldn't necessarily say it's a poor attitude since the process probably works in Europe where Wera tools are easier to come by locally.

And no, many "reputable manufacturers" would not "graciously" replace an item like this. Some might, but not many since it's not a manufacturing or design defect.

Their offer to inspect the item for possible replacement is not that outlandish. On one hand, they can check to see if it is actually a defect or whether the damage was due to misuse or natural wear, and if it is due to a time-dependent defect, they can learn from it to better the manufacturing process in the future.

I imagine that they will likely send him a replacement on a one-time basis, or at least they should. One-time basis because if they make it seem like they'll cave in against policy all the time, they could be opening themselves up to abuse.

This seems like a frustrating situation for everyone.

 

[archirelic]

Very well said Stuey.

If this was a widely recurring issue, Wera reps would have been aware of it by now.

The idea that contact with a solvent could have turned the handle into a gooey mess is not far-fetched. Plastics don't often disintegrate randomly or on their own.

The policy is a little disappointing. Quite frankly, I don't know of any local Wera distributors. And certain retailers are not equipped to handle warranty replacement requests, such as Sears and Amazon. Contacting them after say 30-90 days, and they will likely tell you it's not their problem and to contact the manufacturer. Other, smaller retailers, such as Chads Toolbox, might be less inclined to help out with warranty requests by new or non-customers that bought the tools elsewhere.

So yea, the warranty process looks to be quite frustrating. But I wouldn't necessarily say it's a poor attitude since the process probably works in Europe where Wera tools are easier to come by locally.

And no, many "reputable manufacturers" would not "graciously" replace an item like this. Some might, but not many since it's not a manufacturing or design defect.

Their offer to inspect the item for possible replacement is not that outlandish. On one hand, they can check to see if it is actually a defect or whether the damage was due to misuse or natural wear, and if it is due to a time-dependent defect, they can learn from it to better the manufacturing process in the future.

I imagine that they will likely send him a replacement on a one-time basis, or at least they should. One-time basis because if they make it seem like they'll cave in against policy all the time, they could be opening themselves up to abuse.

This seems like a frustrating situation for everyone.

 

[Stuey]

I dropped a note on Chad Toolbox's Facebook page, will see if they come to your rescue. http://www.facebook.com/pages/ChadsToolboxcom-Inc/162274440891

 

[Davefr]

If this was a widely recurring issue, Wera reps would have been aware of it by now.

The idea that contact with a solvent could have turned the handle into a gooey mess is not far-fetched. Plastics don't often disintegrate randomly or on their own.

Stuey,
I've seen plenty of examples of plastics degrading on their own. (SO hammers and screwdriver handles come to mind).

It could be bad chemical formulation, unintended environmental influence and even customer abuse.

It's Wera's attitude that's troubling where they automatically assumed the customer was at fault.

 

[Stuey]

Stuey,
I've seen plenty of examples of plastics degrading on their own. (SO hammers and screwdriver handles come to mind).

It could be bad chemical formulation, unintended environmental influence and even customer abuse.

It's Wera's attitude that's troubling where they automatically assumed the customer was at fault.

I have seen plastic issues as well, but don't recall any where they turned into a gooey mess without exposure to solvents.

I don't see what the big problem is, Wera says that they don't deal with customers and that all warranty claims must be processed through a distributor. That's actually not too uncommon these days.

He's not happy about it, so he rants about it here.

Wera rep comes here, defends their policies, and responds based on the limited information he has available.

Are all the screwdrivers gooey messes or just one? Is it possible the affected driver handle was exposed to a solvent?

Did he contact any distributor to see if they could help? Looking on Wera's website, it says that Fastenal is a distributor.

I'm not taking sides here, just explaining it as I see it. imho neither the OP nor Wera are handling this perfectly.

 

[89MustangGX]

I don't normally participate in the warranty threads, since I don't have much experience other than Craftsman, but this really struck me as odd:

"Our limited lifetime warranty covers all non-consumable products (i.e.
anything other than bits) for defects in materials or workmanship, which
would typically show up very quickly under normal use."

Sounds to me like this is actually a 30 day warranty but is called a lifetime warranty to sell more tools.

What if he wrote instead that they were 2 weeks old and had this happen [show up very quickly] ... would it be a warranty item then?

Oh, and I also agree on the bad play accusing a customer of getting chemicals on the handles, rather than the possibility of the plastic not lasting an infinite amount of time. Poor form.

Adam

 

[scylla]

I have also had situations were plastic has broken down into a sticky mess. It has always been with plastics that are designed to be "ergonomically soft" or provide extra grip. Always happens with just normal use unless you clean them carefully after each use.

I guess I'm gonna have to add Wera to my list of boutique brands. The stuff that's nice to look at but for real world, sensible tools I'll go elsewhere.

Plus, I didn't like the whiff of snide attitude I caught from Wera's post.

 

[gc427]

This looks like another "premium brand" of tools that I will avoid at all costs.

Sorry about the OP's issue and poor handling of the warranty by Wera.

Note to companies that put "Lifetime Warranty" on their products and have no intent to replace the product immediately when a problem occurs.......BAD IDEA!

 

[mrholeshot]

The following was sent directly to jdcompman, via e-mail...

I have seen your thread on Garage Journal, and I would like to address
this with you directly.
Our apologies for your frustration, and it is unfortunate that you felt
this was a necessary approach to address the issue, however, the comments
in the thread from both "Stuey" and "archirelic" are actually correct,
identifying that this is not really a warranty issue. As a result, our
customer service staff did follow the correct protocol in this issue. End
users are asked to address warranty requests through our local
distributors, so that they can get a quicker resolution to valid warranty
claims, usually with an over-the-counter replacement. Our distributors
will also advise us if there are items they are not sure should be
covered, and these would be sent on to us for evaluation.
Our limited lifetime warranty covers all non-consumable products (i.e.
anything other than bits) for defects in materials or workmanship, which
would typically show up very quickly under normal use.
To suddenly experience this type of failure, it would seem that these
screwdrivers must have been subjected to some kind of extremely harsh
chemical (after several years of trouble-free use, as you mentioned), and
it has effected the softer plastic material. We design our products to
resist normal wear and tear as much as possible, but we cannot possibly
test them against every single chemical out in the market. In addition, we
do not provide warranty replacement for items that have experienced normal
wear and tear, and our warranty policy does not differ from any other
manufacturer in this regard.
However, we do strive to maintain customer satisfaction, so if you could
return the product for inspection, I would be happy to consider this
further.

I hope that we will be able to reach a satisfactory resolution on this issue, and that jdcompman will also share that here as well ;-)

I'm really impressed. Thats the nicest assuming the customer is at fault, Youre screwed we take no responsibility letter Ive ever seen from a manafactuer. I guess I'll put my Wera tools in a padded climate controled case and only use them on dry, clean and properly torqued fasteners. I'll keep my Snap-On for the real work. I use to be a Wera fan until now.

 

[scylla]

Note to companies that put "Lifetime Warranty" on their products and have no intent to replace the product immediately when a problem occurs.......BAD IDEA!

You forgot to add the word "Limited" to that.
Wera and their lawyers didn't.

 

[84TurboBuick]

I'm really impressed. Thats the nicest assuming the customer is at fault, Youre screwed we take no responsibility letter Ive ever seen from a manafactuer. I guess I'll put my Wera tools in a padded climate controled case and only use them on dry, clean and properly torqued fasteners. I'll keep my Snap-On for the real work. I use to be a Wera fan until now.

I agree 100%

After all the manufactuer reps that have come on here and taken care of problems.... to have one come on and say "Gee we're sorry, but our tools are so awesome that its gotta be your f@#$up thats caused the problem, and your just SOL."

I don't think Wera will be on my list of tools to use anytime soon.