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LockedCRAFSTMAN HAND TOOL REPLACEMENT POLICY?

posted on September 06, 2008 at 05:42PM Inappropriate?

There are two reasons why I'm willing to pay a premium price for Craftsman tools: The overall quality and the warranty. If it weren't for the warranty, I would purchase less expensive tools.

Recently I took a defective Craftsman ratchet into Sears to be replaced. I received a replacement alright. They gave me a used, but "refurbished" ratchet. I didn't buy Craftsman tools so they can be replaced with someone else's junk! I was told that it was as good as new and probably better because they oil the parts better when they refurbish them. HUH? This tool looks older and more beat up than the one I took in. The sales guy assured me that this tool came with the same Craftsman warranty. That's not the point. I buy Craftsman tools partly on faith in the warranty. Now they want to honor the warranty with used tools?

Needless to say, I'm quite dissatisfied. I can buy quality tools somewhere else.

replies: 114 latest post: March 31, 2011 at 01:32PM by alleninaustin
Displaying posts 1 - 20 of 114 in total
posted on September 06, 2008 at 10:53PM
 
well it is policy to give you refurbushed first, ive seen them done its a brand new internal parts new gears right down to a new spring and ball bering
for the ratchet mechanism, but i do belive that if youd really complained you were still entitled to a new one but you may have had to get a manager involved in that im afraid
posted on September 07, 2008 at 04:21PM
 
Well, it's a **** poor policy. I've replaced broken tools before with no problem whatsoever. I think this "policy" violates the warranty statement attached to every Craftsman tool. If Sears wants to recoup some of it's losses by refurbishing the returned tools, maybe they should stamp them as refurbished, sell them at a lower price, and not offer the warranty on those items.
posted on September 07, 2008 at 06:15PM
 
I haven't run into things like this when I took some wrenches back. I never returned a ratchet but if they wanted to give me a used one I would have asked for a re-build kit for the one I returned if that's all it needed. They should just give a new one and be done with it and then re-sell the refurbs at a cheaper price.
posted on September 07, 2008 at 07:29PM
 
they give away the refurbs for the tool replacements thier actually loosing money on the deal since the kits cost money and they have to pay the guy to do it
posted on September 07, 2008 at 08:21PM
 
In response to goodole312's post from September 07 2008 07:29PM
goodole312 said…
they give away the refurbs for the tool replacements thier actually loosing money on the deal since the kits cost money and they have to pay the guy to do it

You're correct, but some bean counter somewhere determined it was cheaper than giving away a new tool. I'm not saying it's a bad idea. I'm saying it's not in compliance with the stated warranty.

As far as paying someone to repair them, there were plenty of employees standing around doing nothing but socializing during my last visit. If I were in charge, I would have them doing something - even repairing ratchets.

posted on September 07, 2008 at 10:29PM
 
oh yea you really want the guys that dont even know what the tools are fixing them not to mention thier commision its hard enough to get them to put the truck away let alone something cimplicated like ratchet repair
posted on September 08, 2008 at 01:36PM
 
In response to ace1210's post from September 06 2008 05:42PM
I agree!  I take care of my tools and take pride in maintaining there condition.  A ratchet is just a tool to some people, but I keep mind clean and serviceable.  That is why I buy Craftsman tools.  You have a history of quality don't mess it up now!!
posted on September 08, 2008 at 07:30PM
 
hmmm i sure would like the input of the sears people on this policy
posted on September 09, 2008 at 03:43AM
 
Their silence is deafening.....
posted on September 09, 2008 at 09:25AM
 
ah well what do you expect from a pr rep
posted on September 11, 2008 at 06:18PM
 
In response to ace1210's post from September 06 2008 05:42PM

Hi Ace

Sorry for the delay in getting back - my fault. I haven't heard of this issue before, but I will look into it and get back to you ASAP. I will also try to get someone from the Craftsman team to join the discussion going forward.

 

posted on September 11, 2008 at 09:57PM
 
I have never had a sears store give me a used tool to replace a broken one.(note keep your receipt)
posted on September 11, 2008 at 11:00PM
 
In response to joeythejew's post from September 11 2008 09:57PM
joeythejew said…
I have never had a sears store give me a used tool to replace a broken one.(note keep your receipt)
they only refurbish the ratchets and hes talking about the craftsman exchange policy you know the one where you can pull a 40 year old craftsman wrench of your neighbors garbage pile and take it in to exchange no receipt needed
posted on September 12, 2008 at 07:45AM
 
For the record, my ratchet was neither 40 years old nor out of a garbage pile.
posted on September 12, 2008 at 08:26AM
 
sorry wasant trying to imply yours was just making sure joey knew which return policy we were talking about. the life time craftsman hand tool one vs the 90 day for everything else one wich is what it sounded like he was talking about
posted on September 12, 2008 at 09:11AM
 
Ratchets are the only Lifetime Warranty hand tool they "offer" refurbished exchanges on, you really do have a couple choices though: You can get your ratched refurbished with a rebuild kit, get a rebuilt ratchet, or contact a manager for a new product.
posted on September 12, 2008 at 02:40PM
 
In response to goodole312's post from September 12 2008 08:26AM
goodole312 said…
sorry wasant trying to imply yours was just making sure joey knew which return policy we were talking about. the life time craftsman hand tool one vs the 90 day for everything else one wich is what it sounded like he was talking about

No problem, I just didn't want anyone to think I was trying to abuse the policy. Thanks for the support.

I actually contacted their national customer service about this. I was told I was entitled to a new replacement and advised to return to the store, which I did. They replaced it with a a new one. I shouldn't have had to spend twice as much fuel just to have them honor their policy (I live 13 miles from the store). In the email from the CS rep I was told that the "Store Coach" would contact me within 2 business days. Nothing yet 5 business days later...

posted on September 12, 2008 at 04:25PM
 
yea the store manager er sorry "coach" is probably too busy putting people on the rack about not having enough credit apps this week or maybe in a corner crying over the lack of "repair" agreement sales
posted on September 14, 2008 at 02:29PM
 
Just take the refurbished tool, and like it. You're lucky your getting anything. Sears stands behind everything they sell but when you abuse it like i think you have, we cant be handing out new items to street people who find tools in trash piles.
posted on September 14, 2008 at 09:32PM
 
In response to optiplex745's post from September 14 2008 02:29PM
optiplex745 said…
Just take the refurbished tool, and like it. You're lucky your getting anything. Sears stands behind everything they sell but when you abuse it like i think you have, we cant be handing out new items to street people who find tools in trash piles.
eddie is that you?


(btw nice job trying to start a flame war but pretty sure ace and the other real posters on here are too smart for it)
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