I was going to buy a small kit for the truck. 130 piece or something.
I got to HF and took one look at it. The packaging said Pittsburgh,
but none of the absolutely reeking potmetal crap in it did. I pointed
it out to the clerk and she said she didn't know/couldn't do anything
about it. That's the only Pittsburgh item I've ever turned down buying
on quality issues. No wonder it was on sale for $3.99...
If government were a product,
selling it would be illegal.
Oh boy, OP. You really started something-----
Sorry, but MY secret of which stuff TO buy from HF is so good that I don't
want anyone to know about it.
If it got around, HF would probably have change things.
I will say, however, that they are excellent on return policies.
Ya know, the people who work at the stores are not necessarily Chinese.
They are American human beings and their management seems to want to please
the customer!!! Imagine that!
You know, they razed the old HF that we had for years here. The moved
to a better part of town, and into a brand new building. It is
spotlessly clean inside and the shelves are always stocked and in
order. I thought I was on a Candid Camera set the first time I went
Then they started this new line of marketing called "customer service"
where they try to make their customers happy and provide great
service. They will rain check anything in sale and even call when it
comes in. Their warranty policy isn't like I am used to where >> I <<
take a broken tool to an authorized repair center and they call me and
let me know if the repairs are covered.
These guys simply look you up on their computer, then when they find
you, you go get a brand new tool off the shelf. And for most of their
products they offer this full replacement warranty (small extra
charge) for up to three years.
I am not so sure I like all this customer service wise guy crap they
are doing now or their proven return policy they seem to uphold with
no questions. I am not sure customer service works for me. Yes, I
have had it before, but it was a long time ago and I don't really
remember what it is like. In this day and age it could be a recipe
On Sun, 17 Feb 2013 06:27:21 -0500, Mike Marlow wrote:
When I brought back my multi-tool because the blade kept coming loose,
they actually refunded my money - that's what'll do them in.
I'm reminded of the sporting goods retailer who told me, several decades
ago, about all the people who bought a tent before a holiday and brought
it back with some excuse shortly after the holiday. I just shook my head
When fascism comes to America, it will be wrapped in the flag and
carrying a cross.
Actually the HF by me (1 hour drive) has told me that certain items are
no longer returnable unless you pay a restocking fee. I found this out
when I bought the fountain pump for my basement sink. I was shocked.
But then I see all these yahoos buy a tool use it and return it, and
realize that they are spearheading this restocking fee effort.
"Use" and "try it out" are really two different things.
I bought a log-splitter from HF. It took someone with the muscles of the
Great Atlas to split the logs I had! Certainly not me.
When I returned the log splitter, I told the staff the problem and, even
thought the tool was 'used', they took it back with no dispute.
They offer a 100% satisfaction guaranty. That's very subjective and
leaves a lot of room for interpretation. I have returned my fare share of
things to HF. Some where simply crap and no one would ever question it.
Others fell somewhere under that 100% satisfaction cap.
I have a conscience and my integrity is worth more than many people's,
which I bet is the same for most in this group. There have been times
when I've had to wrestle a bit with returning something that I used and
it accomplished the job, but for which I wasn't 100% satisfied. One
parameter I use when deciding, is will I likely buy this tool again,
somewhere, to use again. Meaning, was this really just a "free rental
plan" for me or was this I tool I actually intend to keep and use? Even
if not in the near future.
One such instance was with their bridge tile saw. I bought it and used
it for our bathroom(s) remodel. It workd and did the job, but I wasn't
100% satisfied with it, by any stretch. Its miter fence is plastic and
very difficult to adjust. Its table leaks water too easily and should
have a better gutter system. According to their rules, not mine, it
would've been completely and ethically fine for me to return that saw.
But not according to my rules and my conscience.
In those cases and in cases where I know I'm using a tool for a specific
job that I'm likely not wanting to keep, I will buy the tool, use it for
the job, and sell the thing on craigslist.
"Playing is not something I do at night, it's my function in life"
OK, I have decided I don't like customer service. Not one bit. I had
to return a couple of items to HD today, you know, the store where the
Sunday crew usually wishes they were cleaning stables in the stockyard
rather than to be there.
They couldn't get the SKU to work right on their machine even though I
had a receipt... .even though I just wanted credit back to my
It took a high level conference with a snotty twenty something
"manager" of some sort between two different people do to decide how
to properly handle the credit to my account. After another 10 minutes
of random key strokes, the finally got the account credited properly.
Finally, it came to one of them that they had actually missed a
keystroke along the way. Upon that discovery, the "manager" took it
upon himself to take the young, nervous, attractive young teen under
his nerdy protective wing and make it a teaching moment before he
finalized my transaction.
Total time to return galvanized pipe joint fitting? Almost 25
NOW THAT is the customer service I am used to. It was like sitting in
a comfortable old chair to sit down on the water softener salt and
watch the monkeys play with the machines.
My experience with HF is much less irritating and certainly not as
entertaining. I go with a receipt, they take the product back and it
takes less than 5 minutes. I hate it. Gimme 25 minutes and a bag of
popcorn to take care of a routine 5 minute transaction and I will be
happy at my normal outlets. I am so used to shitty customer service I
think it is my comfort zone.
On 2/17/2013 4:25 PM, firstname.lastname@example.org wrote:
Next time you are in Houston go grocery shopping at Randall's. Once
upon a time in the 70's and early to late 80's this was a grocery store
that others wished they could be. A little pricey, that has not
changed, but the service was superior and you did not carry out your
groceries at the one near us. Now Randall's is owned by Safeway and is
the only way that Safeway can survive in Houston, they never made it
under their own name. Want shitty service, go to Randall's!
Ah yes, "The Cap". ... I am indeed the (temporary) custodian of that
exalted item. It was bestowed (temporarily) by a certain Festool Drug
deal,err Lord for unflagging, budgetary fealty to the cause; termination of
custody immediate upon purchase of any large tool from a Pacific rim
purveyor of inferior products, due to insufficient means to maintain said
budgetary fealty, temporary or otherwise.
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