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Tool Talk Discussion Forum


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AG in IN

03-22-2013 18:37:36

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Detmurds said:

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 "a new one like the one I returned when I purchased it". A replacement is a substitution, which, simply put, is an item that takes the place of another. 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 "cheated" 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 (your satisfaction is guaranteed) with either the warranty, the tool, and/or your experience, especially if you feel "cheated" I highly suggest you take it up with the higher-ups at your local store, Sears, or Craftsman.
This post was edited by AG in IN at 17:51:12 03/23/13 3 times.

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