On 28 Nov 2003 14:21:34 -0800, firstname.lastname@example.org (kaferhaus)
[Deleted Horror Story]
Thanks - you just helped me make up my mind. I was tempted to buy the
Sears 122 piece laser-etched set that they have on sale right now...
Compared to most socket sets they just look so easy to keep organized
- clearly numbered, etc... Typically when I am doing work and I have
a ton of sockets out, getting them back in order in the case can be a
bit time consuming. And Sears seems to have improved upon that.
However - even though I do not expect to be breaking many ratchets in
my lifetime, I cannot reward their shift away from hassle-free
replacements. I mean what gets me is that these people were perfectly
happy with you not having a ratchet for weeks.
Perhaps since this happened a couple years ago - when Sears was going
trhough more difficult times, that was one of their extreme cost
I just don't forsee HD in near or semi-distant future being in an
environment where they treat a customer the way (your) Sears treated
you. The whole selling point behind their hands tools has been their
quality and warranty. No longer it seems?
So I guess I don't know why I should spend about 30% more for a set
that has fewer sockets (but does have additional un-needed tools),
that seems to be of slightly lower quality, and with a warranty policy
that has been slipping in the past few years.
Do you always let one grumpy person influence your decisions so much?
And are you sure you heard the full story? Remember, there are some
customers who just cannot be happy no matter what they are offered.
Or perhaps this person left out some important details which might make
is anti-Sears message less dramatic?
They are already doing it. You should look around for some of the
horror stories people have wrt HD. One of my colleagues has been
fighting with them for over 6 months to have defective boards on her
deck replaced. She also made the mistake of ordering kitchen cabinets
from them. They told her the cabinets would arrive on a certain date.
She arranged to have the existing cabinets removed just before this
date. Date came and went, no cabinets from HD. She ended up going
without a kitchen for 2.5 months before HD delivered the cabinets.
Still think HD is so great? Go do some google searches to see the
discussions in some other forums.
I buy Husky because I don't like Carftsman's quality. When they shifted
manufacturing abroad I noticed huge difference in the alloys and the tools
became visibly softer. For me it started with screwdrivers when I compared
an old "shiny" #2 philips which I had for 15 years with a new "matte" one
which I replace every year because of wear. They both get used about the
same. Husky tools are good enough for me and I have not had any failures
since I started using them four years ago. The breaking point was when my
Craftsman torque wrench broke. I had bought it blind without reading the
warranty, which is three months. It broke after four months and raging at my
stupidity I bought a Husky with 1 year warranty. Has been working for past
four years. YMMV and all other disclaimers included.
The whole "free replacements forever" or "for life" or "until ..."
thing always makes me suspicious, because I'm suspicious of anything
that doesn't seem to make economic sense.
For example, for all those years that Sears (at least in theory) just
replaced tools, who actually paid for that? Some of those things
would have been sensible warranty repairs, but lots probably weren't.
And unless the sales of new tools (or sales of other random stuff
generated on the get a replacement visit) generate an adequate revenue
stream, anyone would eventually be driven bankrupt by this.
It's also a scheme that depends on people behaving in a particular way
(most people buy lots of tools, use few, break them very rarely, so it
works out. if everybody starts the "go buy old ones and swap them for
new" gig, then the folks offering the replacement are likely driven
under. I wonder if they ever promised or intended for their warranty
to be transferable in this way?)
<snip lots of stuff>
Actually I tend to make decisions after doing way too much research :)
The problem is that it isn't one person. There are a host of other
usenet posts that suggest their replacement policy has changed...
Whether it is giving people "rebuild kits" - or one sales droid
actually trying to replace the craftsman with some non-craftsman
To be honest - if all things were equal, price, socket qty in their
kits, etc.... I'd probably go with the craftsman, simply because of
the laser-etched numbering feature for easy organization/storage. But
in this case, I am really seeing that Husky tools are probably better
than the newer craftsman ones, they have more sockets (in the sets I
am comparing), and they are cheaper.
Very true. However I'm not sure what exactly could be left out where
three separate employees of Sears basically refused to take care of
him with his immediate need to replace a ratchet. His option was to
either wait - or buy a new one.
Great advice. Most of my usenet searches had dealt with Husky tools
and in general I saw good or very good praise. HD is not without it's
problems though. I have personally never had a bad experience with
them - although by searching this morning I have read some interesting
What is reasonable to expect from a lifetime guarantee?
Sears has been in my estimation very reasonable in their policies of
exchanging tools until lately. This meant the guy who left it out in the
salt water for three months. The guy who put a cheater pipe on a 1/4"
ratchet. The guy who used a screwdriver for a pry bar. You know the types.
So, now, they have changed somewhat. You still get quality tools. Just
because the source of free tools has dried up for the unscrupulous does not
mean they are still not good tools. Maybe not as good as in the past, but
hasn't everything slid down just a little? Plastic in cars instead of
steel. You can see it in almost every product. There was no guarantee that
the guarantee would last forever. And there are none now that offer a
"lifetime" guarantee that can guarantee they will be around in 25 years,
either. What ya gonna do? Get a lawyer and sue? Go for it.
In my estimation, for them to change a policy that was being abused is smart
business. And don't blame the evil corporations. It was the ones who
abused the policy that got it changed. Some of them have posted here
bragging about how they screwed over Sears. They just got things changed
for everyone. As always, the few screw things up for the many, including
the guys who DO get a defective tool now and again.
Lifetime replacement. Watch out for those lifetime warrantee for
other stuff that cover the *item's* lifetime, not yours.
They haven't changed much. All tools still have a lifetime warranty.
You used to get a new ratchet. Too many folks stick a pipe on them
and then return them. Sometimes you get a kit. Sometimes a new
ratchet. Some stores seem to be giving rebuilts (probably because
too many folks couldn't figure out the repair kit).
The store that would not give a replacement because they didn't have
any new ones was wrong. Time to contact Sears management and the
attorney general and explain the return laws to them - if the state
Nope, not really. Just one stupid manager in one store.
Me, I'd just call the AG and contact management. I'm sure someone
would take care of you and give that store manager a little advice
about the law (again, assuming your state has some laws to protect
Not to be a smart ass but the first problem with a Craftsman ratchet is
it's a Craftsman ratchet.
Their Junk. Always have been. The only good Craftsman ratchet I've had
is the one at the end of the 35 year old torque wrench. The only reason
it hasn't fallen apart is it never comes close to being abused.
I've also had bad luck with Cornwell and Snap-On.
I'll do S-K or Proto for ratchets.
Ratchets aren't suppose to be used for high torque anyhow.
Far as the quality of their other tools, it sure has gone downhill. I
remember it was about the time they announced they were dropping the
tool line. This was years ago. They claimed it wasn't profitable enough.
What stopped them, IIRC, was they had to honor the lifetime warranty.
They had to keep making tools to cover the tools they had already sold.
Within a few years the tools were, I want to say scrap but that would be
a bit unfair. I haven't tried their 'Pro Line' tools. If I'm paying that
much for a wrench I'm almost in Snap-On territory. Or close enough to
think about spending the extra jing.
Sales staff? I remember going to Sears years ago. THeir sales people
actually knew something. Try to return an abused socket or wrench and
you were shown the door. Today someone can waller out a sockets drive
end with an impact and they'll take it back.
I still buy Craftsman wrenches, I feel an incredible lack of guilt if I
need to twist one into an application specific 'specialty tool'.
I had a .5" Snap-on ratchet fixed with just a phone call. The wrench is
about 40 years old and looks every day of it. I say 40 years...I don't know
it could be older if Snap-on was around longer than that. It was my
father-in-laws and was used in a machine shop and saw a lot of use. He gave
it to me. It was missing the little ball in the "snap-on" part of the tool
and I just called Snap-on and they came up to my office and fixed it without
problem or comment or charge.
I also had a socket from Sears break and I took it back and the exchange was
no problem. They didn't ask any questions just verified that it was a
Craftsman and exchanged it.
I think it's a guy thing, my wife complains I do that too.
I see lots of people saying the policy has changed. When you ask how
they know this I find very few who have actually experienced anything,
it is mostly repetition of something they heard.
I haven't checked them out, but I would still wonder whether HD will
stand behind the line for the long run. Only time will tell.
Ever see the kind of person who gets belligerant at the drop of a hat?
Only highly trained sales people, or someone with a natural ability to
deal with difficult people can calm them. Not the kind of skills you
will usually see in the tool dept at Sears. Some people get so abusive
that they end up closing off options that a more reasonable person would
have available. I can't say about this situation, but it's certainly a
I spent some time looking too. It was interesting to find that most
people complaining about Sears were repeating hearsay. Very few
firsthand reports. I actually found many people posting their own
positive experiences. I guess bad news spreads further and faster than
On 28 Nov 2003 14:21:34 -0800, email@example.com (kaferhaus)
Go to another Sears store. I've tried this before and it worked for me
when I had a problem returning something at Lowes. Apparently the
returns person at the first Lowes I went to wasn't too fond of white
I've been returning busted Craftsman to the tune of anywhere from $10 to
maybe $80 dollars worth a month for longer than I'll ever admit.
Go in with the busted stuff, pick out your replacements, then to
checkout. Usually the warranty is on the packaging if there is a
problem. If they should give you sass, just ask for a supervisor. In
'my' experience, it happens seldom to almost never... and when/if it
does, almost involves a new Sears employee in the tool dept.
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