Sears replacement Policy on hand tools

[ShinyPartsUp]

Long story short....

I borrowed my buddy's torque wrench. It sat around for a day, then I went to use it: the ratcheting mechanism doesn't lock. It's a craftsman, and I figure since it broke on my watch, I'll take it down and get it replaced for my buddy, torque my bolt and all is well. I've always bought Craftsman hand tools because of their no-hassle return policy.

At the store I'm told only the head (ratchet mechanism) is covered but I'm in luck because the guy that REBUILDS the heads is coming in tommorow and he can fix it -- just leave it. The associate brings out a box full of ratchets that were rebuilt and says, "We see if there is one here first." Then, when I say I want a new torque wrench, they refuse to give me a new tool. I walked out with the wrench, and I'll tell my buddy in the morning. I wasn't irate, just confused.

Anybody with experiences with Sears like this? Am I being unreasonable to think they should cheerfully replace the wrench?

 

[ionbeam]

Sears tool policy for torque wrenches is different from other tools. Last time I tried to take a torque wrench back they didn't even offer ratchet repair. Maybe, just possibly, the counter drone I spoke with was, err, uninformed.

Dunno what model wrench you borrowed, here is a stab in the dark... Most Sears ratcheting torque wrenches have direction selectors with a torques head screw in the center of the selector and it often works loose. Tighten. Your bud that loaned you the tool may have worked out the fiddle, diddle technique that lets him select direction with the loose part.

 

[FtLFjr]

Long story short....
I borrowed my buddy's torque wrench. It sat around for a day, then I went to use it: the ratcheting mechanism doesn't lock. It's a craftsman, and I figure since it broke on my watch, I'll take it down and get it replaced for my buddy, torque my bolt and all is well. I've always bought Craftsman hand tools because of their no-hassle return policy.

At the store I'm told only the head (ratchet mechanism) is covered but I'm in luck because the guy that REBUILDS the heads is coming in tommorow and he can fix it -- just leave it. The associate brings out a box full of ratchets that were rebuilt and says, "We see if there is one here first." Then, when I say I want a new torque wrench, they refuse to give me a new tool. I walked out with the wrench, and I'll tell my buddy in the morning. I wasn't irate, just confused.

Anybody with experiences with Sears like this? Am I being unreasonable to think they should cheerfully replace the wrench?

ShinyPartsUp,

Right from the owners manual...

FULL 90-DAY WARRANTY ON

CRAFTSMAN MICROTORK

MICRO ADJUSTING TORQUE WRENCH

If within 90 days from the date of purchase, this Craftsman Microtork torque wrench fails, due to a defect in material or workmanship, Sears will repair and/or recalibrate it free of charge.

LIMITED WARRANTY

After 90 days and until one year from the date of purchase, Sears will repair any defect in material or workmanship in the torque wrench free of charge. This warranty coverage does not include recalibration.

Warranty service is available by returning the torque wrench to the nearest Sears store throughout the United States.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

Sears, Roebuck and Co., Dept 817WA, Hoffman Estates, ILeO179

Model No’s

44593

44594

44595

I own all three but have never had a problem with any of them.

Cheers...

FtLFjr

 

[ionbeam]

This is the torques head screw that tends to loosen and prevent the rachet from working properly. If you don't check the screw, help your bud and tell him.

 

[ShinyPartsUp]

This is the torques head screw that tends to loosen and prevent the rachet from working properly. If you don't check the screw, help your bud and tell him.

Thanks,

Tried tightening it with a torx but it was tight. Still spinning. My buddy fiddled with it too but no go........he wasn't upset, he hadn't used it in a while. He's going to get it rebuilt at Sears. I passed on the advice given here. Many thanks to all.

 

[Bounce]

Sears' tool policies have changed over the years. Having worked in their hardware department many moons ago I have seen all sorts of things. There was a guy who brought in about a dozen allen wrenches. All were the exact same size all were bent into pretzels. Clearly he was trying to remove a stuck allen bolt and was using cheaters of some sort. You would think after the 2nd one he would have gotten a clue. We replaced them without a hassle.

Things aren't like that any more. Part of it has to do with which tools are sourced from where and if they're "precision tools or not. A generalization would be that, if there are two similar tools that are priced significantly different, the more costly one will most likely have the traditional Sears warranty while the cheaper one probably won't. Precision tools tend to vary based on how easy they are to ruin through abuse or misuse. In those cases you have to read the fine print.

If you want professional grade tools with professional grade warranties and professional grade prices, then check the Mac and Snap-On tool trucks (be sitting down when they price things for you).

Anyone in the DFW area know a reliable place to take torque wrenches for calibration? From my machin tool operator days I know this needs to be done at least every other year.

 

[Ari Rankum]

Sears' tool policies have changed over the years. Having worked in their hardware department many moons ago I have seen all sorts of things. There was a guy who brought in about a dozen allen wrenches. All were the exact same size all were bent into pretzels. Clearly he was trying to remove a stuck allen bolt and was using cheaters of some sort. You would think after the 2nd one he would have gotten a clue. We replaced them without a hassle.

I used to backpack a lot more than I do now. Before one trip, I saw someone take out his pocket knife, jam it in the crack between his car door and the car body, and snap the blade in two. I asked him why the hell he did that and he said, "It's a Craftsman, and it was dull. I'm going to go get a sharp one."

I used to work concrete construction. Once, on a job site, we dug up a huge piece of rust with a backhoe. The operator jumped down, picked it up, and scrutinized it. You could just barely make out "Craftsman" embossed in the rust. The next day he had a brand new wrench in exchange for the excavated rust.

I think it's stories like these that have most to do with the change in policy.