SEARS CRAFTSMAN TOOLS

Detmurds

Member
Yesterday, I went to get a brand new 1/2 in socket wrench by turning in my broken wrench. When I got up to the counter, I told the lady, ...I need a new one of these, this one is broken. She took it, reached under the counter and gave me another one. I looked at the one she gave to me and it had a sticker on it that said, "REFURBISHED". Some how or another, I felt cheated? What do you all think?
 
as long as they replace them, i have no problem with new or refurbished, actually wish they could rebuild some of the older styles, liked thm better
 
I went with my brother in law to take back 3 broken ratches and they gave him 2 rebuilt and one new one. If they have a rebuilt in the wrench you have thats what they will give you . If they don't they will give you a new one.
 
Well if you turn in a snap on tool most of them end you being rebuilt right there as you wait so what is the difference . Refurbished or rebuilt it is all the same. I have many snap on tools that the guy rebuilt as I sat there watching him do it
 
Same thing happened to me .I looked at it ,it was fine so I took it. She also offered me any of the new ones hanging on the wall but none matched the style. The refurbished one was the same model.Years ago they would rebuild the ratchets while you wait. If you felt cheated you could have asked for your money back . I have done that when they didn't have a replacement item.
Some are now Chinese made.Read the labels.
 
Cheated! You took in a broken one! I would much rather have an older refurbished one than a new one. I love my older (30-40 year old) Craftsman tools, especially where it says made in USA, and someplace in Ohio, not usa japan! Many of my power tools are old enough to have rubber cords with 3 prong plugs!
 
You might get a new tool, but you're not guaranteed one. You're guaranteed a repair of your tool or a replacement. In the warranty, the word "new" is not mentioned. From Craftsman's website:

[size=18:e88d5e41cd]CRAFTSMAN HAND TOOL FULL WARRANTY
If this Craftsman hand tool ever fails to provide complete satisfaction, it will be repaired or replaced free of charge. This warranty does not cover expendable parts that can wear out from normal use within the warranty period.

WARRANTY SERVICE
To obtain warranty coverage, return the product to the retailer from which it was purchased for free repair or replacement if repair is unavailable.[/size:e88d5e41cd]

Years ago, ratchets could be fixed while you wait/shop. Those days are over. I've had tools that Craftsman no longer offers/can no longer repair break. They usually offer something like the last retail price they can find +50% in store credit towards a tool purchase. Managers do have some leeway.

A refurbished USA tool (if done so with USA parts) will probably outlast their newer Crafts...err, I mean Chinaman line of tools anyway.

AG
 
Verizon wireless and dish satelite TV does the same think. You have a bad cell phone under waranty, they give you a used cell from a drawer and put your battery in it. I had to go through 5 used phones to get one that worked.

Dish installs used satelite parts, expects you to pay for a monthly service charge on their used parts. It took them days to get my TV right. Bad used dish eye.
 
Kinda with the others, you got a replacement that works, so its
an honest warranty.

Seems when ever this topic comes up, lot of people know
stories of folks getting a replacement tool for something that
was not a failure, but the person intentionally wrecking the tool
or greatly abusing it. Surprised Sears can keep up replacing all
the tools that shouldn't be a warranty claim. Two sides to the
issue. Not saying you were in the wrong at all, just an
observation on the big picture.

Paul
 
SOP with Sears. They take your broken wrench, replace the ratchet mechanism and give it to the next guy to bring in a broken one.
 
you will be taking that one back very soon ya they replace the guts but the teeth on the inside ware out and will still slip thats WHY i will buy any sears tools anymore. say what you want but all my hand tools come from harbor fright and all have a LIFE TIME warranty just take it back and get a BRAND NEW ONE
 
(quoted from post at 14:14:05 03/22/13) you will be taking that one back very soon ya they replace the guts but the teeth on the inside ware out and will still slip thats WHY i will buy any sears tools anymore. say what you want but all my hand tools come from harbor fright and all have a LIFE TIME warranty just take it back and get a BRAND NEW ONE

Everything I ever bought from Harbor Freight either broke immediately upon the very first use, or was D.O.A.
 
(quoted from post at 10:37:20 03/22/13) You might get a new tool, but you're not guaranteed one. You're guaranteed a repair of your tool or a replacement. In the warranty, the word "new" is not mentioned. From Craftsman's website:

[size=18:9a9eac8d57]CRAFTSMAN HAND TOOL FULL WARRANTY
If this Craftsman hand tool ever fails to provide complete satisfaction, it will be repaired or replaced free of charge. This warranty does not cover expendable parts that can wear out from normal use within the warranty period.

WARRANTY SERVICE
To obtain warranty coverage, return the product to the retailer from which it was purchased for free repair or replacement if repair is unavailable.[/size:9a9eac8d57]

Years ago, ratchets could be fixed while you wait/shop. Those days are over. I've had tools that Craftsman no longer offers/can no longer repair break. They usually offer something like the last retail price they can find +50% in store credit towards a tool purchase. Managers do have some leeway.

A refurbished USA tool (if done so with USA parts) will probably outlast their newer Crafts...err, I mean Chinaman line of tools anyway.

AG

Ok then,..the one I returned was not repaired, and not replaced with a new one like the one I returned when I purchased it. Not really complaining, wondering what you all thought about it for the most part.
 
My favorite professional model Craftsman wouldn't hold on the torque side about a year ago. Took it in and they said they could give me a standard one that has been refurbished. I said but this is my favorite one. They guy said well OK no problem sir. He then took to rebuilding while I waited. He has a drawer full of rebuild kits. Took him about 5 mins. It has been perfect since. If it breaks again, I will take it back again for another rebuild.
 
Ok then,..the one I returned was not repaired, and not replaced with a new one like the one I returned when I purchased it. Not really complaining, wondering what you all thought about it for the most part.

And I gave you my opinion and Craftsman's warranty policy. Maybe I just don't see what you're getting at, or what your dissatisfaction is. Their tool warranties offer repair or replacement, and are to "make you whole" and nothing more. I'm no lawyer, but as I read it, this warranty does not guarantee you in any way, shape, or form [size=18:500dabba82]"a new one like the one I returned when I purchased it"[/size:500dabba82]. [u:500dabba82]A replacement is a substitution, which, simply put, is an item that takes the place of another[/u:500dabba82]. This warranty offers a repair to or substitution for a broken or failed tool, and does not guarantee that substitution be a new tool, be the exact same tool, or even one that would be of the same or similar price/dollar value of the broken tool. There's nothing in the warranty that guarantees a US made tool for a broken US made tool, or US made repair parts for a US made tool.

I'd say if you broke a tool while that tool was still in production, you ought to be able to get a new one or refurbished one of identical design back. My experience has been that they try to match tools. It's not always possible, either because of lack of stock, or lack of availability.

If they replaced a failed tool of any age at with an identical or similar refurbished or new tool that functions in the same manner as your old one, I still don't see what you're getting at. For example, Craftsman has probably offered a couple of hundred different 1/2 inch drive ratchets throughout their existance. Parts or identical replacements are surely not available for all of them. If they replaced a broken and/or obsolete ratchet with a new one or a refurbished one that had the same capabilities and functionallity of my old one to the very best of their ability, and it was still carried the same warranty, I would be content. I wouldn't feel that they [size=18:500dabba82]"cheated"[/size:500dabba82] me out of anything. Same if I got a 12pt. 1/2 inch drive 5/8 inch deep socket of any type to replace a broken one with the old knurled design on the side that probably hasn't been made in 30+ (maybe 50+) years, I would be content. I wouldn't care if it was laser etched or the coating was different or anything, just that the form and function and warranty was similar. I might be disappointed a set was no longer completely original, but they would have made me "whole" and followed through with my expectation of the warranty by replacing the tool.

If they no longer offer anything similar to or can't repair your NLA tool, they will try to make you "whole" to the best of their ability. I had a neat set of finger ratchets you could also put a breaker bar on and then also have a ratchet. 1/2 inch one failed, and I took it in. It was NLA, and it was unrepairable. Manager dug through old catalogs until he found it being available, sometime in the 70's. While he was digging, I brought up a set of screwdrivers. Price was nearly double of what the last price of my broken tool was last listed at. He said I could have the screwdrivers in exchange for the broken tool. I signed a receipt and got an apology for the lack of my tool's availability. He thanked me for my understanding, and I was out the door. I figured he made me about as "whole" as was reasonably possible in the situation, and I feel I was treated fairly.

I'm not mocking, rediculing or trying to be critical of you or your situation. We may just see things differently. If you're not satisfied ([b:500dabba82]your satisfaction is guaranteed[/b:500dabba82]) with either the warranty, the tool, and/or your experience, especially if you feel [size=18:500dabba82]"cheated"[/size:500dabba82] I highly suggest you take it up with the higher-ups at your local store, Sears, or Craftsman.

AG
 
Detmurds, Next Time! get a new one off the rack FIRST. And then take it to the counter.(I always get a new on off the rack first before I go the register) I an old enough to tell the young person at the register I was buying Craftsman tools before they were Born! I get a new one!! It is MY Call Not Theirs !!!!
And Do Not take any Sh!t over it. ( I remember when you brought in a ratchet wrench to get it replaced they would take it into the back and install a new ratchet mechanism) If they whip out a non-made in USA. I Do not mind being a Royal A$$ about it since I brought in a Made in USA tool, I Expect to get another one back!!! I have little to No problems getting warranty stuff when I need it.
Remember it is the TOOL that is warranted, Not the original owner/purchaser!
Ask them IF They are willing to loose a 20+yr customer over a $10.00 wrench.
Don't Ask,, As if you are a 7 yr old in 2nd grade needing to go the restroom, TELL Them How it is!
Back in the Fall I acquired a 3/4 drive Craftsman ratchet I took it to a local store in Austin, TX , mine was a USA tool, I went to get a new one off the rack and all there was was Non-USA wrenches So I took the Refurbished one!
Hope this helps.
Later,
John A.
 
At least Sears is attempting to live up to their promise. Estwing no longer replaces or rebuilds their leather handled hammers. I mentioned this a few ears back and got called a cheapskate and worse for expecting a company to live up to their promise.
 
I would tend to side with you - in that you were disappointed. Sears has in effect taken their warranty program and in this case, turned it into a customer dissatisfier. Yes, Sears honored the warranty but the wording could be clarified so that the customer does not feel "tricked".
 
I think it amussing that some of you believe the warranty is a "trick",misleading or an attempt to cheat simply because you"thought"it meant or said somthing you don't understand when you read it. Had someone just told you about it,you could argue until eternity but if you have luxery of reading it again,it's time to suck it up and pay closer attention from then on.
Unless of course you are older than the employee,making it your call instead of the company's. Then that begs the question of if the employee is an old grouchy fart 10 years your senior who would as soon slap you cross eyed as discuss it. Does that make it his call instead of yours?
 
I applaud sears for doing that. Why should they take a perfectly good wrench that has a bad gear in it and chuck it in the dumpster.That's exactly what's going wrong in America. You probably got a wrench that works now for another 30 years and America didn't have to build another stupid windmill or oil well to create the energy to forge another one from iron ore. Be glad somebody has some logic in 2013.
 
Folks,...it's not that big of a deal to me to be honest,..just commenting on it for the most part. I was just surprised that they did business this way. I will sleep at night just fine.
 

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