Report Abuse

Flag a comment for removal

Please use the form below to report a comment to us. We do our best to monitor user comments and we have zero tolerance for profanity, personal attacks and other malicious posts.

Thank you for taking the time to bring this comment to our attention.

Report Abuse

Original Comment Loyal 50+ year Craftsman customer. I have a full roll-away cabinet of Craftsman hand and power tools. Yeah, I like to be uniform and not mix and match brands. Recently my tools with acetate handles began to smell like vomit, smells up my tool cabinet, my vehicle, my workshop. I cannot keep them indoors and it makes me feel unwell when I use them or near them (I'm not that sensitive). I tried cleaning them with baking soda and vinegar. No improvement. Left them outdoors for a week and only a slight improvement. Once put back in tool cabinet the smell permeated everything -even adjacent brand new tools!<br /> <br /> I've tried to get resolution through the Craftsman support line but unfortunately, there is a small language gap with the Colombian based team (comprehension is the issue). And attempting to get resolution has become a nightmare as the for representatives I have talked to have offered 4 vastly different solution (none of which is satisfactory).<br /> Description of defective damaged tools: 11 blade screwdrivers of varied size and length, 7 Phillips screwdrivers of varied sizes and length, 2 hand turn &amp;#188;&quot; socket extensions, 2 specialty screwdrivers with retention grips, 8 standard hand turn nut drivers, 8 metric hand turn nut drivers. All look like they have never been used (besides some minor opaqueness on the handles) as I take care of my investments.<br /> <br /> Day 1:<br /> 1st call, 1st rep, after a full explanation that these tools are not performing to expectations and are defective. This chemical reaction causing the stink should not be happening. I was offered a full replacement warranty of all 38 hand tools. I just needed to send pictures of the tools, which I did in a pdf file (3 pages), and the rep would send replacements. I MUST stress I was told I was receiving a total replacement of all suspect tools. I asked how I get the old tools to them and was told just discard the ones in question. Okay, good thing I didn't as you will read later....<br /> <br /> Hours later I received an email stating they fulfilled ONLY a 14 mixed piece set to me. Support case #12586326. I was curious but it was late and could wait till the next day.<br /> <br /> Day 2:<br /> 1st call, different rep, I called the support line and asked why the above shortage occurred. I was told they could only see a few images and not the whole 38 pieces so all they fulfilled was a mixed set (CMHT65045). I re-explained the situation and the rep told me I needed to submit support requests with smaller quantiles of items so they could efficiently handle the support case. So, I did just that and I received no follow-up email, so I was concerned something had gone awry.<br /> <br /> 2nd call, different rep, I inquired if all tools have been ordered. I was told they fulfilled a hand turn multi-bit set (CMHT68005)??? Okay this is totally wrong as I don't even have one of these and its not even close to a replacement for a professional tool. I told them to cancel that order and start over. I was again told they could not see all the images (odd for a pdf is a simple format and you see what is sent). So, I agreed to reformat the items on even smaller individual pdf file and resend.<br /> I sent 3 smaller files thinking this would work. I received no follow-up email. I again called support.<br /> <br /> 3rd call, different rep, I'm getting tired of the run-around.... This rep told me they could only see 3 of the three as their &quot;system&quot; doesn't always allow them to see everything. What? And by the way they fulfilled another bit driver set to me (CMHT68003). What is going on???<br /> <br /> Day 3:<br /> I decided to try this. I send in 5 individual emails -as instructed, each with a small pdf file where I have separated each type of hand tool in their respective groups/classification (see tool description above).<br /> Within 5 minutes I received an email for yet another different rep stating that none of these tools are covered by warranty. What? I immediately called support.<br /> 1st call, 1st rep, 45-minute conversation where I continuously asked for a supervisor and was placed on hold 4 times, I recited the warranty terms multiple times and that the tools are not performing to expectations and are defective. The rep finally informed me they would warranty all 38 tools, they would have to create 38 individual cases, and within 2 hours they would send me a confirmation email with the case #'s and item #'s they are shipping to me.<br /> <br /> Day 4:<br /> No email for support as promised. I again called support. New agent. I explained the situation. After several holds, a long discussion, I provided my mailing address for the 4th time.., I was told I would receive a mailing label where I needed to send all the tools in for inspection and that I MIGHT receive &quot;comparable&quot; tools in exchange. Okay this is new, and painful as it leaves me with no tools. Therefore I inquired as to:<br /> 1.What guarantee do I have that these tools will be replaced?<br /> 2.What guarantee to I have that I will not be without my trade tools for more than a week?<br /> 3.Why should I have confidence that an warranty process will be handled appropriately based upon my customer experience so far?<br /> 4.Why have I been offer 4 different solutions by 4 different reps?<br /> 5.Why were none of the solutions implemented appropriately?<br /> 6.And again, why should I have any confidence in the warranty process being handled appropriately and expeditiously?<br /> 7.And based upon this experience, why should I continue to be a loyal Craftsman customer<br /> 8.Finally, I am regretting recently purchasing 28 new individual Craftsman pliers as I am afraid I will have nightmares with them too.<br /> <br /> I didn't get a good explanation and left that conversation feeling like the support personnel are doing everything they can to discourage me from making a warranty claim. This is one of the worst customer experiences I have ever had. And coming from a &quot;service&quot; industry this experience is well below industry standards or acceptability.<br /> <br /> It would be nice if someone in Craftsman's Corporate Marketing or Customer Service would reach out to me to resolve the matter as i am not sure i am going to send my $500 worth of tools into a black hole.

Feedback

Your Name

Your Email

Verification