Craftsman lifetime warranty no good now!

[khouse]

I purchased a 1/2 drive torque wrench back in the mid 70's and was replaced by sears maybe 2 times up to 1980. In the early 80's i bought another one for a back up. Well my back up wrench broke and my other wrench wouldn't click no more so off to sears i went to get me 2 new wrenches. they first said that they would order me in 2 new units at no charge. i get a call from them about a week later and was told that they couldn't do the deal. i went into sears to talk face to face with them. they told me that sears had no record that i owned the wrenches. i said "what does that matter" he then said that sears can't search back that far to see if they even had a lifetime warranty in the mid 70's (i know they did because they replaced it twice) then he asked me to read the package on the NEW torque wrenches where it said 1 year warranty. i said - you don't get it do you? when i bought them they had the warranty now sears is changing the rules. I said so if you buy a new car with a 5 year warranty and your tranny fails in 1 year and then the manufacturer says they changed it to a 90 day warranty you would be fine with that? he said sure.... i knew i wasn't getting anywhere with him and i was getting hot. so i left. now i'm on a web rampage to get sears to replace my torque wrenches. you guys probably think i'm crazy. maybe i am?

[DBL]

i see where youre coming from call customer service and see what those oh so happy people have to say

[khouse]

DBL,
They said they got that info right from the main office at Sears. I have now sent the main office a hot letter. We'll see if they reply. I just don't want Sears or any other company to weasel out of a warranty. Yes, i can buy new wrenches but that's not my point. They also told me that it wasn't a hand tool. They are making up excusses right and left.

[stumper1620]

DBL,
They said they got that info right from the main office at Sears. I have now sent the main office a hot letter. We'll see if they reply. I just don't want Sears or any other company to weasel out of a warranty. Yes, i can buy new wrenches but that's not my point. They also told me that it wasn't a hand tool. They are making up excusses right and left.
What is wrong with the wrenches, are they snapped off, or just don't register proper torque?
if they are broken in the form of snapped off or something of that nature, it should be covered, if it has anything to do with the proper torque readings it wont be. don't ask my why, I have the same problem with MAC tools with my clicker torque wrench, Mine snapped off at the swivel end, if it hadn't snapped the torque reading was accurate. what a arguement, in the meantime I bought a Snap on digital. get one. you'll love it.

[twj721]

you get what you pay for Sears aint Sears any more it it a Kmart because one of the other bought into the other If you want good tools pay the price and get SNAP ON Tools

[stumper1620]

you get what you pay for Sears aint Sears any more it it a Kmart because one of the other bought into the other If you want good tools pay the price and get SNAP ON Tools
Yah, But even snap on changes the warranty policy after the purchase, My half set of drill bits that were supposed to be lifetime warranty when I bought them is getting kinda thin now that they won't cover any of them.
110 bucks for a set of bits, anything under a 1/4 in was not covered, anything larger was when I bought them, snap on changed the policy and refused to replace any, after that pizzing match I will go to harbor frieght or Menards. snap on really lowered themselves in my eyes over a stupid little 3/8 drill bit, and several others since.

[Joey2028]

I know you guys don't want to hear this, but as you already know not everything with the Craftsman name is lifetime warranty. I used to work for sears a few years ago in the tool department. If you look at the new packaging for the torque wrench you will see that it only has a 1 year warranty. They consider this a "wear" item because it has to calibrated every so often. the same goes for drill bits and the like. I used to swap them out, because I was in those shoes and I know what it's like to have a broken piece and really need it to get back to work. any way that is my 2 cents.

[khouse]

i'm positive in 1975 they had a life time warranty. they did replace one twice in the 70's or early 80's. one has a crack in the plastic handle. the other's ratchet is bad and won't click everytime. another thing they told me at sears was - those aren't craftsman tools, they have to say craftsman right on the tool. i quickly showed that indeed each one had craftsman stamped into it. that's when they started making up other excusses. i did find on the sears web site that if a torque wrench has the craftsman name on it - it is covered by the warranty for everything but calibration. i will research it more and build up my case then slap it on thier counter.

[Joey2028]

That sounds like a plan, I know at the store I worked out it you made a big enough stink and ask to speak to the manager usually they would back down. If they didn't all you had to say was you want the 800 number for custer service and then they really would back down. The way it used to work was if the store got a complaint from the "800" number it would be posted to all the managers in the area and then go to the district manager level. the stores never wanted that to happen. I beleive if you keep after them you will get it.

[MOW PRO LAWN SERVICE]

You know power tools are not covered and they say crapsman right,it's that way with everthing you buy i have a assortment of everthing.

[khouse]

i know power tools have a limited warranty. but all hand tools had (had) a lifetime warranty. for them to tell me that a torque wrench in NOT a hand tool is BS.

[MOW PRO LAWN SERVICE]

You are right,but on the tool trucks they claim life time but on some things it's a joke you never get it.

[khouse]

stanley tape measures used to have a lifetime warranty on them and exchanged many of them. now look at the package and you'll see no warranty what so ever. it's a throw away society. tv's,vcr's,dishwashers,even residential mowers. But i'm not letting sears squeek out of this one - if i can.

[khouse]

well i spent about 2 hours on the phone talking to Sears.com that sent me to Sears customer service that sent me to Sears National customer service that sent me to Craftsman customer service and back to Sears national service. All agreed that the torque wrenches had a lifetime warranty and the manager at the National center said "yes they had a lifetime warranty but we changed our policy and no longer recognize the warranty" she was as snotty as they come. I told her I was going to post on as many tool forums as I can and call my local TV station's "call for action" she said fine. So that's what I did. I'm not going to let Sears get out of the warranty without stirring it up a bit. I know I'm crazy. I'm sure I'll cool down in a few days.

[Derek9D]

couple months ago i found a 1/4 inch drive ratchet in my brother in laws toolbox when he was cleaning it out he was going to throw the ratchet out but i decided to take it and later went to sears and they gave me another Craftsman just like it but this is just a regular ratchet so there may be a difference but they had a little section near the checkout with "replacement Tools"

[Restrorob]

Hey khouse, Did you get my pm couple days ago ?

Hope I didn't piss ya off like you are with Sears right now, I'm really serious if that stuff is better than what I use.....

[khouse]

I didn't get it Restorob. I will search for the PM. Or just send me another one.
I did find on the sears website that as long as a torque wrench has "craftsman" on it it has a lifetime warranty all but the calibration. I'm going to stick thier nose in it.

[steve45]

Never been a Sears fan, but that's beside the point. For the last year or two, they have decided to replace any defective tools with used tools--not new ones.

Guess they got tired of people buying worn out junk at garage sales and coming in to demand a new one. Can't say I blame them.

[PLM-1]

i know power tools have a limited warranty. but all hand tools had (had) a lifetime warranty. for them to tell me that a torque wrench in NOT a hand tool is BS.

That's right, it is a SPECIALTY TOOL. BS! So is a 3/8" box end wrench, it only fits a 3/8" bolt/nut. I said that and I got my torque wrench replaced. They weren't pulling that "specialty" tool crap with me, they're all specialty tools.

[Derek9D]

That's right, it is a SPECIALTY TOOL. BS! So is a 3/8" box end wrench, it only fits a 3/8" bolt/nut. I said that and I got my torque wrench replaced. They weren't pulling that "specialty" tool crap with me, they're all specialty tools.

Thats right you wouldnt use a 3/4 wrench for a 1/4 bolt thats a good comment every tool has its own purpose.

[khouse]

Sears national consumer relations manager told me that it was an ait tool... I said your thinking of an impact wrench. She knew that one of my torque wrenches had been replaced in the late 70's twice. She said "you should be happy because they only replace a lifetime warranty tool once. I said so you ARE saying it has a lifetime warranty? She didn't reply. I then said so your telling me a tool can only be replace once under the lifetime warranty? She said YES. Man I got her so mad. All she could say was that was all she could do.
I have sent emails like crazy to sears and all come back saying - sorry for the inconvienence but we hope you will continue to shop at sears. You don't want to know what I write back!

[Derek9D]

yeah just tell it was only replacesd once this is another tool i want replace again its not the same one i replaced in the 70's this is another 1 lol you kept the old one.

[fixer67]

"WARRANTY ABUSE" is the biggest problem there is now days. Because of this you are going to see shorter warranty times and few lifetime warranties. I have heard it said that in the furture warranties may be rare item or you may have to "buy" the warranty.

[David C.]

Couple of observations

I knew Sears was "Messin' up" when they established the little "Pay Islands" as I call them

"Check Out Here" type stuff

You can now "check out" your tool purchace in Ladies Attire----MISTAKE!!!! The little "Chick-a-Dee" at the Intimates register ain't gonna know what a dad-blame Rachet warrenty is!!!!

I took a screwdriver and a rachet in on two seperate occasions---here's what I got

SCREWDRIVER

"Sir! You used this screwdriver for a Crowbar, didn't cha???!!"

"No, Sir!! I opened a paint can with it!!"

RACHET

"Sir!! You aren't allowed to use a Cheater pipe!! Its against warranty codes!! We must honor the code!!"

"No, Sir!! I didn't use a Cheater pipe!!! I just don't know my own strength!!"
:laugh: :laugh:

[khouse]

I remember in the 70's a commercial from Sears where they show a tool box full of tools falling off of a mountain from a truck or something. Then the commercial said weather stolen or lost your tools are covered. Am I too old or does anyone remember that?

[khouse]

I think I have sears by the nuts................and bolts. On the Sears site they say that a craftsman torque wrench has a lifetime warranty except calibration. One of my wrenches has a bad handle and the other one won't click and the ratchet is out.
http://www.sears.ca/gp/browse.html/104-8330379-4156761?ie=utf8&node=16395391&

[dcondon]

I think I have sears by the nuts................and bolts. On the Sears site they say that a craftsman torque wrench has a lifetime warranty except calibration. One of my wrenches has a bad handle and the other one won't click and the ratchet is out.
http://www.sears.ca/gp/browse.html/104-8330379-4156761?ie=utf8&node=16395391&

Go after them with both barrels:gunsfirin :gunsfirin I do not like Sears to begin with!!!

[DFW Area Landscaper]

They are making it hard in hopes that you will eventually give up and go away.

Pay an attorney the $250 they require to send a letter and then insist that Sears pay you for the wrenches and the attorney's fees to send the letter. There is no way this ever goes to court because it would cost Sears thousands to defend a case they know they will lose and they can get out right now for the cost of a letter and two new wrenches.

They are practically begging you to do this. If you are PO'd enough about the issue, and it sounds like you are, this is probably your best bet. Plus, it keeps you from getting even more worked up when they transfer you from one division of their company to another.

Later,
DFW Area Landscaper

[khouse]

I found the Craftsman tool warranty from the Sears.com site (usa sears) by clicking on a link that took me to the Canada Sears site. That's where I found the Craftsman warranty. That's the link I posted a message or two ago. I then sent 4 emails to different Sears customer personel that had sent me mail with that link attached. I got a response that said "that warranty is from the Canada Sears, if you purchased your tools from Canada then take it up with them". I wrote back and said then why do you link the two sites together and your telling me that Sears has different warranty's on the same tool? I haven't gotten a reply back.

[DUSTYCEDAR]

NAPA is all i buy now i break it they give me a new 1