Craftsman Hand Tool Warranty Clarified

You may want to add that certain Craftsman garden hoses are also covered by this.  The hoses with the red/black stripes.  I never understood why Sears didn't have a banner -- especially in the spring and summer -- advertising their Craftsman hoses.  People would be knocking down the doors to get to them instead of buying a hose they have to replace every two years!

 

Don't forget about the gardening tools too! Shovels, rakes, pruners, what have you, if it's Craftsman it's guaranteed!

The FILES are also lifetime warranted.

Some pretty nasty looking hand tools are exchanged cheerfully.

http://i521.photobucket.com/albums/w339/Adamo_50/100_0028.jpg

We have been told there is a 5-per-person-per-day limit because (and our store was directly involved with this activity) there was a group of people who had stolen drums of broken Craftsman tools, exchanged them in large batches for new tools, returned them without receipts for gift cards, and would then sell the gift cards online or to contractors. This resulted in many thousands of dollars in fraudulent exchanges and returns. We haven't had any customers complain once they understand why the rule was established. By the way, this was not a store-level decision to implement this rule.

That said, the only other thing to remember is that the package must state Guaranteed Forever on it to qualify. Staplers, most torque wrenches, bits, blades, and so forth do not qualify.

This ratchet was also cheerfully exchanged. I think someone may have confused it with a hammer...

http://i521.photobucket.com/albums/w339/Adamo_50/notabuse.jpg

Would you believe its selector lever broke off?

In response to the "Lifetime Warrently" on Sears hand tools.  I've run into situations where a particular tool  is not longer available. Paid top dollar with an understanding of a lifetime replacement....what a joke!!!!

  In my househoold, I am the one who does the returns for my husband who used to be a big-time believer in Craftman.  Unfortunately he has moved on a Snap-On.

What was the tool? How long did you have it? Let us know what the explanation was that the associate gave you.

Not sure why they didn't upgrade you for free to the next available tool or similar tool.  I had a lifetime Craftsman sprayer I bought and it developed a leak.  Took it back about two weeks ago, they didn't make it anymore but they upgraded me (and I didn't have to ask!) to the next best thing.

Sounds like the associate was not informed about the policy.

Was the problem that the tool was no longer made under the Craftsman brand, or that the tool was no longer available through Sears under any brand? Sometimes, certain tools are just no longer produced, like cast iron adjustable wrenches, while others are extremely hard to find, like Yankee drills.

I work for .com and if a tool is no longer made or available, then the store is to give the customer the item that is closest to it and meets that customers approval, even if it is a more expensive item. Then the customer starts over with this new item. The same policy applies if the exchange is called into the tool line. This way the customer gets their full lifetime warranty, although it may not be the exact same model tool as what they started with.  Hope this helps!

There is also a central 800 number that aids the store in determining the correct equivalent hand tool and, in some cases, can mail the correct replacement , that the stores no longer carry, directly to the Customer.

I've also had numerous cases where management has instructed us not to exchange a Craftsman Hand Tool due to Rust, as they say it's "Fully functional, just looks bad". I may have to look into this further.. any of the corp reps know what the actual policy is on this?

I'm just going to throw in here that not ALL craftsman tools are lifetime. Power tools only have year a same with air tools.

Also, most torque wrenches (except for the most basic, lowest priced models) are only 1 year, not forever. And, of course, consumables like blades, bits, oil, belts, etc. However, the black rubber, black and red rubber/vinyl, and green and red Nevr-Kink hoses are all guaranteed forever. I've got the black rubber and man, that thing takes all kinds of abuse and still looks brand new!

I took a tool in to get it replaced last year to a Sears in Sacramento and i was told that if i use it to make a living suchas a professional technician there are no warranties on the hand tools

They are completely wrong. There is nothing in the warranty for Craftsman hand tools that excludes type of use. I'd offer to replace them here, but 2800 miles is probably farther than you'd like to drive for a tool exchange. :)

As long as it was a warrantied tool, forever is forever

Frustration occurs many time when there is a conflict such as one that never could get fixed while i worked at sears. Buyer, Division Managers, VP'S all tried.

A simple screwdiver (41247) was not available in stores, (discontinued) meanwhile was available in tool set and on line. 

note: this NOT the same driver as  41581,,,,,,,grrrrrrrr

 themrs wrote;

In response to the "Lifetime Warrently" on Sears hand tools.  I've run into situations where a particular tool  is not longer available. Paid top dollar with an understanding of a lifetime replacement....what a joke!!!!

  In my household, I am the one who does the returns for my husband who used to be a big-time believer in Craftsman.  Unfortunately he has moved on a Snap-On.

This woman is not alone.  I also have had several warranty experiences with the local Sears store.  The latest example was for a large wrecking bar that I had owned and used for nearly 15 years.  The new bars are NOT guaranteed according to the store.  Since the new ones aren't they figured my old one shouldn't be either.  I did get the exchange as I know the warranty policy better then most of the employees working there but it has become a re-occuring problem for me. and my "new" bar will not have a warranty any longer.  Another example of poor warranty policy is when they have the identical item on a hook, in the store, but won't exchange it because the writing on the wooden handle is worn off so you can't read Cratsman anymore(putty knives).  The same applies to some tools where the only place it says craftsman is on a sticker that obviously won't be there after any usage.  

 

I now have 4 identical 16 oz. claw hammers that used to be 1 california framing hammer, 2 20 oz. fiberglass handled framing hammers and 1 steel handled framing hammer.  I use framing hammers and purchased framing hammers from Sears with the understanding that I would get same/like model if broken.  A 16 oz. curved claw hammer with a smooth face is not a like model but until recently, Sears had quit carrying a Craftsman framing hammer at all and they would not give another brand in replacement.  Can I now take my 4 identical hammers back for framing hammers?  I didn't think so.  Tape measures are another issue altogether.  I own probably 6 or more craftsman tapes.  One can't be replaced because the sticker has worn off.  The others could be but the the warranty changes if I accept the new model tape they sell which is flimsy and a waste of time to use on a job site.  Like the above woman's husband, I have gradually started moving away from craftsman hand tools towards brands like Stanley Fatmax, Dead on and Irwin which is a shame since my entire collection has always been 99% craftsman including a wood shop with table, radial arm, 3 miter saws 2 stationary scroll saws, planer, jointer, drill press, etc. 

 

There are many examples of Sears changing warranties back and forth like the tin snips that were Craftsman, then Sears brand with no warranty, then back to Craftsman.  If you exchanged to a Sears brand during that time you are no longer warranteed unless you kept your receipt for 10 years.  50 or 100 foot craftsman tapes....no longer available.  Wooden folding rule N/A.  Why would pry bars no longer be warranted?   Many of the smaller files from craftsman have no marking at all and guess what?  They aren't covered, which is in direct contradiction of Sears' stated warranty, which I believe is a bait and switch issue? 

 

Anyway, I could walk the aisles at the local store and point out items where people will not be taken care of.  I would think that someone(anyone?) associated with the company could see that if you drop all the craftsman tools in favor of other brands then your customers can price compare and find that you are not really that competitve and since you no longer have the best warranty, why shop Sears?  I guess I have just been losing the brand loyalty I had for many years or am just tired of the run a round and have been shopping elsewhere more and more.