Craftsman Ratchet

[GotOne]

I have a Craftsman ratchet that isn't ratcheting anymore. How does one go about getting it replaced?

[polarsusd81]

Bring it to Sears and they will replace it on the spot. No questions asked.

[irvingdog]

I will never, ever, ever, ever again buy a Craftsman or Sears product.

I own a 201 piece ratchet set. 200 shiney metal pieces, and one black plastic box = 201 pieces, right? They count the box as part of the tool set. So, the latch on this box breaks. Craftsman has a lifetime guarantee on thier tools, and they count the box as a part; it should be covered, right?

Wrong.

I argued this up the chain at 2 different Sears stores. All the way to the store Manager. Sears considers the hardshell box to be "packaging" and not an actual part of the tool kit, even though they counted it at the time of the sale. They were prepared to lose my business, and if at all possible, I'll take anyone elses that would leave as a result of my TRUE story. Over a stinking 20 dollar part! I finally talked to an hourly guy at the tool desk. A regular guy. Probably posts here at Fishingmn.com. He said, "That is going to be our level of customer service, and it is only goig to get worse from here on out, but I'm truly sorry...."

Guys, take full advantage of Craftsman's guarantee, but remember, there are lots of good-or better tools out there that carry the same guarantee. Sears service = garbage.

/Rant off/

[GotOne]

Thanks for getting back to me. I've heard the quality of the tools has taken a nose dive the last several years. Not the "old" Craftsman stuff they use to sell. Anyway, that's what I hear...not really a wrench type guy.

[trackerbrent]

I sold tools at Sears for 6 years during my college years. The box is not covered. Is it a tool? No. Although if someone where to make a big stink out of a piece of plastic that broke, we would go ahead and replace it after listening to the customer. Craftsman makes a good tool, not great. There are alot better tools, but at what price. Snap-On tools are 6 times and higher than the price of Craftsman. Then you have to find a dealer to get them replaced. My mechanic friends have went back to Craftsman for their non specialty tools because of the outrageous price of the other major brands.

I can understand the lack of customer service nowadays at Sears. But come on it is a piece of plastic that broke. If it was shortly after the purchase where it failed, I understand the anger. But if it was a year or two, why knock the company on a public forum for again a piece of plastic breaking. Just use a velcro strap on the handle to keep it closed, such as a cord wrap.

To the OP, just bring it in and get a new one. I have never questioned anybody or have I been questioned about any hand tool replacement. The ratches are not the best, that is why I have 6 3/8" ratches, but at least they will replace them at your convenience getting to a store.

[irvingdog]

If Sears counts it as a part of the tool set in the description, so do I.

[Macgyver55]

Over 30 years as a mechanic and every dollar I've made was with mostly Craftsman tools. I've tried them all, I have some Snap-on, Mac, SK and other name brands that all perform fine except that they always cost more, but don't make me any more. Bottom line, Craftsman will do the job. For me, they have been outstanding for service. They have never questioned me EVER when I bring in a tool for replacement that was sometimes obviously abused or used in a manner it was not intended.

Kinda sad now though, my daughter worked at Sears for 5 years through High School and found me lots of deals but she moved on.

[Scott K]

irving, all of their tools are not life time warranty! If you bought a big tool box from them, it isnt life time warranty, why would you expect the plastic box the tools came in to be?

I agree they dont have the best tools out there, but compare them to the top few, they have a good line for the price! When I first started wrenching I bought almost all my tools from Sears, I never had much of a problem with getting anything warrantied. Even when it was obvious that I didnt use the tool as intended. I have cut wrenches in half so they could fit in tight places and they exchanged it, no cost! A fellow tech I worked with, his fathers shop burnt down, they took the pile of melted tools in and they exchanged them, no cost! I would call that pretty good customer service!

[GotOne]

Don't think a person could ask for much more in a warranty. I'm in the flooring business and the warranties aren't worth the paper they are written on.

[jwhjr]

I've never had an issue having anything replaced that I've broken (and things have been abused and not used as intended), but I wouldn't expect them to replace the plastic case whether it's counted as a piece of the set or not. As 4wanderingeyes has stated not all of their "tools" are lifetime warranty.

[theoilman]

AMEN! I bought a set of open/box end wrenches (about 1975) and a couple of years later tried to take the 5/8 back for replacement - the open end was sprung open too big. They refused to replace it. They said I bought it as a set and would only replace it when all the wrenches of the set went bad.

Last Craftsman wrench I bought!

I still have the sprung 5/8 to remind me.

[Shack]

I guess it is the person at the Sears store, that make the diff...

I returned a 20 year old ratchet at the CR location, that lost it's life and got a new one about a year ago.

I like Craftsman and stand by them.