Having recently taken advantage of the “Guaranteed Forever” warranty on a Husky hand tool, I thought that I would do a favor for Home Depot customers . I wrote a step-by-step guide for your customers to follow to make the tool replacement experience as enjoyable as possible. Perhaps you would consider posting this in the Help section of your website so that others can follow the same process. Please let me know what you think.
1. Go to a Home Depot store with the broken tool. Learn that if Home Depot no longer carries that exact model, you have to call 888-HD-HUSKY.
2. Call 888-HD-HUSKY. Learn that the replacement of Husky hand tools is the responsibility of the Home Depot. If they no longer carry the same model, they have to replace it with an equivalent model.
3. Call the Home Depot store. Learn that they don’t carry an equiva lent model, so you have to call 888-HD-HUSKY.
4. Call 888-HD-HUSKY. Learn that if the store doesn’t have an equiv alent model, the store has to determine the last price that the original model sold for and give you store credit for that amount.
5. Call the Home Depot store. Learn that they have no way of determining th e last price that a 15 year old tool sold for. Also learn that the store employee feels that after 15 years, the tool failed because of "wear and tear" and that "wear and tear" is not covered.
6. Inform the store employee that the HD website states “If your Hu sky hand tool ever fails, bring it back and we will replace it free.” Inform the store employee that there is no “wear and tear” exclusion to the Guaranteed Forever warranty.
7. Learn that there is nothing further that the store can do. Learn that th e only option left is to call the Home Depot Customer Care department at the Home Depot corporate offices. Obtain the number from the store employee.
8. Call the Home Depot Customer Care department. Learn that they have a "Proprietary Products" department that handles situations like this. Hold while they transfer you.
9. Get transferred to a very nice lady named Gladys. Spend some time on the phone with Gladys while both of you search the HD website for an equivalent replacement. Since Husky no longer supplies anything close to the tool that you are trying to replace, choose a somewhat-equivalent tool from a differe nt manufacturer.
10. Open your email to find a Home Depot Gift Card from Gladys for the pric e of the non-Husky but somewhat-equivalent replacement tool.
11. Thank Gladys for her customer focus and genuine desire to help in any way that she could.
12. Order the non-Husky but somewhat-equivalent replacement tool on homedepot.com using the gift card.
13. Accept the fact that the non-Husky but somewhat-equivalent replacement tool is not “Guaranteed Forever” like a Husky replacement w ould have been.
There you go...pretty simple, right? All it takes is 3 contacts with the lo cal store, 2 calls to 888-HD-HUSKY and 1 call to the Home Depot corporate offic e to obtain a non-guaranteed, non-Husky, somewhat-equivalent replacement for your Husky hand tool.
I look forward to seeing my write-up in the Help section of homedepot.com. You don’t even have to give me credit. I simply want to help my fel low Home Depot customers.