Shop Floor Talk  

Go Back   Shop Floor Talk > Welding and Metalworking Forums > Mechanical & Electrical

SFT Search:   
Reply
 
Thread Tools Display Modes
  #1  
Old 08-27-2013, 07:56 PM
platypus20's Avatar
platypus20 platypus20 is online now
Boiler God
 
Join Date: Aug 2007
Location: camillus, ny (syracuse)
Posts: 9,564
Default Different Results For Tool Companies

In the last 2 days I have talked to 2 of the major named tool manufacturers in the USA, with totally different results.

Monday, I called Armstrong Tools, I have a #11-903, 3/8" drive ratchet, that needed a repair kit, so I was directed to customer service. I explained that I had picked up the ratchet used and wanted to BUY, a repair kit. After about 5 minutes of her tapping numbers into a computer (loud enough to be heard through the phone), the answer was NO, the ratchet was discontinued a while back and there are no service parts available and as the non-original owner, I was basically SOL. That is a little disconcerting as I own about a dozen similar Armstrong ratchets.

Tuesday, I called the Snap-On toll free number, to ask about buying replacement handles, I'm have a case of the infamous shrinking screwdriver handle syndrome (a well known and documented disease). After a short delay, nope, none available, but they (Snap-On) would be happy to send out replacement screw drivers to replace the original ones. So they are sending out the 2 screwdrivers, free of charge, and should be here in about 5 days, then the local Snap-On district supervisor, will stop by and pick up the damaged ones. No muss, no fuss, what more could I ask for?
__________________
jack
Reply With Quote
  #2  
Old 08-27-2013, 08:36 PM
Tally ZJ's Avatar
Tally ZJ Tally ZJ is offline
Elite Member
 
Join Date: Jul 2011
Location: Havana, Florida
Posts: 1,089
Default

Quote:
Originally Posted by platypus20 View Post
In the last 2 days I have talked to 2 of the major named tool manufacturers in the USA, with totally different results.

Monday, I called Armstrong Tools, I have a #11-903, 3/8" drive ratchet, that needed a repair kit, so I was directed to customer service. I explained that I had picked up the ratchet used and wanted to BUY, a repair kit. After about 5 minutes of her tapping numbers into a computer (loud enough to be heard through the phone), the answer was NO, the ratchet was discontinued a while back and there are no service parts available and as the non-original owner, I was basically SOL. That is a little disconcerting as I own about a dozen similar Armstrong ratchets.
Does Armstrong make tools for any of the other "brands", Mac or Matco or SK? I have never heard of Armstrong. I just recently started seeing Cornwell tools this far south. Had never heard of them before.
__________________
http://www.welding-tv.com
Reply With Quote
  #3  
Old 08-28-2013, 11:17 AM
alchemist's Avatar
alchemist alchemist is offline
Elite Member
 
Join Date: Jul 2009
Location: New Orleans
Posts: 1,433
Default

I have a few armstrong ratchets, but I don't see them anywhere and I wouldn't know where to buy them. I cant believe they don't have repair kits. Probably if you get the right person they can find it. Another good tool manufacturer that you don't see is proto. I like their tools.
Reply With Quote
  #4  
Old 08-28-2013, 11:22 AM
digger doug's Avatar
digger doug digger doug is offline
Not to be used as a Flotation Device
 
Join Date: Jan 2008
Location: NW Pa
Posts: 11,576
Default

Quote:
Originally Posted by platypus20 View Post
the answer was NO, the ratchet was discontinued a while back and there are no service parts available and as the non-original owner, I was basically SOL.
Just for s&g's....I would call armstrong back, and NOT tell them your not
the original owner (lie) and see how they handle things.

Curious how they handle replacements when none available.

You were upfront and honest to a tee.
Reply With Quote
  #5  
Old 08-28-2013, 12:56 PM
Tally ZJ's Avatar
Tally ZJ Tally ZJ is offline
Elite Member
 
Join Date: Jul 2011
Location: Havana, Florida
Posts: 1,089
Default

Quote:
Originally Posted by alchemist View Post
I have a few armstrong ratchets, but I don't see them anywhere and I wouldn't know where to buy them. I cant believe they don't have repair kits. Probably if you get the right person they can find it. Another good tool manufacturer that you don't see is proto. I like their tools.

Proto is now Blackhawk. I have a few Proto ratchets.
__________________
http://www.welding-tv.com
Reply With Quote
  #6  
Old 08-28-2013, 01:04 PM
RancherBill's Avatar
RancherBill RancherBill is offline
there has to be an answer
 
Join Date: Mar 2008
Location: DeWinton, Alberta
Posts: 5,434
Default

I have to agree with your point. You got HF service for a expensive Pro Grade tool. They hurt themselves with you and all the SFT people that have read this thread - you're an opinion leader.

Quote:
Originally Posted by platypus20 View Post
Monday, I called Armstrong Tools, I have a #11-903, 3/8" drive ratchet, that needed a repair kit, so I was directed to customer service. I explained that I had picked up the ratchet used and wanted to BUY, a repair kit. After about 5 minutes of her tapping numbers into a computer (loud enough to be heard through the phone), the answer was NO, the ratchet was discontinued a while back and there are no service parts available and as the non-original owner, I was basically SOL. That is a little disconcerting as I own about a dozen similar Armstrong ratchets.
From Armstrong site

Quote:
If any Armstrong Hand Tool (except Torque Products) ever fails to give complete satisfaction, return it to your Armstrong Distributor, and it will be repaired or replaced free of charge.
Warranty page
It might be worth taking it into the distributor on your next trip to their store.
__________________
Warning Disclaimer What am I doing?
Reply With Quote
  #7  
Old 08-28-2013, 01:36 PM
gimpyrobb's Avatar
gimpyrobb gimpyrobb is offline
Elite Member
 
Join Date: Jul 2012
Location: Cincy Oh
Posts: 1,832
Default

You could always call back and ask for tech support. Maybe if you got someone other than a phone "receptionist" you'd get farther.
Reply With Quote
  #8  
Old 08-28-2013, 10:19 PM
toprecycler's Avatar
toprecycler toprecycler is online now
Elite Member
 
Join Date: Jan 2009
Location: Petoskey, Michigan
Posts: 3,794
Default

You almost make me want to call Snap-On direct myself. I have some Snap-on tools left from my dad's set. One is a 1/2" torque wrench that no longer works (the ratchet part worked, but not the torque part) and the local Snap-on driver told me he can't do anything. They do not make that model anymore, and will not replace it. Even took it to friends shop who buys more frequently from their driver, (I don't buy Snap on anymore, just try to keep the tools I have working, always tell myself I can't afford the snap-on brand and still keep food on the table for my family). And they were told the same. I wonder if I would get the same results direct from headquarters?
__________________
Brian

You don't know what you don't know.

"It's what you learn after you know it all that counts." John Wooden
Reply With Quote
  #9  
Old 08-28-2013, 10:31 PM
platypus20's Avatar
platypus20 platypus20 is online now
Boiler God
 
Join Date: Aug 2007
Location: camillus, ny (syracuse)
Posts: 9,564
Default

Quote:
Originally Posted by gimpyrobb View Post
You could always call back and ask for tech support. Maybe if you got someone other than a phone "receptionist" you'd get farther.
she was customer service/tech support, it was obvious she knew her stuff, I got an email from a guy on another site, they said the same thing to him about 3 months ago, that series ratchets in all sizes are completely not supported anymore.
__________________
jack
Reply With Quote
  #10  
Old 08-28-2013, 10:39 PM
platypus20's Avatar
platypus20 platypus20 is online now
Boiler God
 
Join Date: Aug 2007
Location: camillus, ny (syracuse)
Posts: 9,564
Default

Quote:
Originally Posted by RancherBill View Post



It might be worth taking it into the distributor on your next trip to their store.
The only local Armstrong distributor is Fastenal and they told me to call direct. The 2 other local industrial suppliers are of no help, one is an active Wright dealer and the other seems to be a somewhat reluctant Proto dealer (has the catalogs, signs and banners, but doesn't actually stock any of the tools.
__________________
jack
Reply With Quote
Reply

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Web Search:

All times are GMT -5. The time now is 11:13 PM.


Powered by vBulletin® Version 3.8.11
Copyright ©2000 - 2019, vBulletin Solutions Inc.