Ridgid Pipe Wrench Warranty Problems

[lostcause]

even quality tools break on occasion. it is too bad if you can't get it easily replaced, but in this case it is an inexpensive fix, so i'd probably go in that direction.

it's understandable that businesses have to place some sort of warranty restrictions on their products. otherwise they would eventually sell all of the products that the world could contain, and the used ones would just get shuffled around and warrantied over and over, negating the market for new sales, and making it impractical to even stay in business.

i actually see this happen all to often. there is an outdoor outfitter near where i live called ll bean. one of their trademark qualities was an unconditional lifetime warranty on their products. i've seen people buy their used clothes on lawn sales, or wear them until they are tattered. they then take them back and claim they are unsatisfied with the product and demand replacement, or, in the case of old items, they get store credit. in my life i've returned one pair of hiking boots because the tread wore flat before the leather even showed signs that i wore them. i also returned one backpack because the shoulder strap ripped out. in hindsight, this was totally my fault because i carried the bag by one strap and overloaded it with books. i can't bring myself to try to abuse the warranty policy when i certainly got all that i paid for and usually more.

in some cases, if we (not singling out anyone individual, but commenting on the population as a whole) weren't so greedy in trying to get more than we should for our dollar, companies might not try to find as many ways to cheapen the products and warranty policies so they can still maintain the warranty claims.

 

[Zebrafive]

About ten years ago I did some work at a YMCA Camp. In the corner of the shop was a Rigid 36" aluminum pipe wrench. The upper jaw as out of it and the channel it goes thru was completely destroyed. Looked like someone thought it was a sledge hammer. I told the head of maintence it has a lifetime warranty, why not get it replaced? He said they did not have time to bother with it, knock yourself out if you want to do something with it. I sent it to Rigid with no explaination. They sent back a new handle with lower jaw. I returned it and found the upper jaw and thumb wheel and put it back together.
No idea what they had a 36" pipe wrench for maybe it was donated to them. I am sure Rigid knew it was abused, but honored their warranty.

 

[whiskywizard]

In cases like this I go to a store I frequent plenty of times that sells the same item. Then I just buy a second one and either swap parts or exchange and return the original. I only do it at stores that I spend plenty of money so I know they've made a profit off of me to balance things out some (after all it's not the store's fault).

You do know that is theft, right? The fact that they've gleaned some past profit from you is a red herring.

 

[BobRip]

even quality tools break on occasion. it is too bad if you can't get it easily replaced, but in this case it is an inexpensive fix, so i'd probably go in that direction.

it's understandable that businesses have to place some sort of warranty restrictions on their products. otherwise they would eventually sell all of the products that the world could contain, and the used ones would just get shuffled around and warrantied over and over, negating the market for new sales, and making it impractical to even stay in business.

i actually see this happen all to often. there is an outdoor outfitter near where i live called ll bean. one of their trademark qualities was an unconditional lifetime warranty on their products. i've seen people buy their used clothes on lawn sales, or wear them until they are tattered. they then take them back and claim they are unsatisfied with the product and demand replacement, or, in the case of old items, they get store credit. in my life i've returned one pair of hiking boots because the tread wore flat before the leather even showed signs that i wore them. i also returned one backpack because the shoulder strap ripped out. in hindsight, this was totally my fault because i carried the bag by one strap and overloaded it with books. i can't bring myself to try to abuse the warranty policy when i certainly got all that i paid for and usually more.

in some cases, if we (not singling out anyone individual, but commenting on the population as a whole) weren't so greedy in trying to get more than we should for our dollar, companies might not try to find as many ways to cheapen the products and warranty policies so they can still maintain the warranty claims.

This is very predictable. The greed here is that companies try to sell more by having a guarantee they cannot realistically cover. Then after a few years they start getting more restrictive about the guarantee. Sears used to guarantee all of their Craftsman tools for life. Then they backed down on power tools. I think they should not have still called these craftsman. They guaranteed all Craftsman tolls for life and hidden in the fine print they took it away for power tools. I suspect they sold many power tools to people who thought they had a lifetime warranty. Not very ethical in my mind. I kept having a Craftsman rake fail every year. Each year the replacement was of lower quality. I finally gave up and bought a decent rake. If you cannot support a lifetime warranty then don't make the promise.

 

[jimmachinist]

See I only buy Reed manufacturing pipe tools. I used to work there and they never gave anyone a hard time about warranty. Besides I live about 35 miles from the factory. I know the tools were top quality when I worked there cause I made them. They used to offer a program were you turned in a rigid tool and they would replace it with there's. Might be worth looking into. Any good plumbing store will exchange the wrench for a good one no matter where you bought it.

 

[crazyal]

You do know that is theft, right? The fact that they've gleaned some past profit from you is a red herring.

Some see it that way but even the people who work for the box store are fine with it since they have even suggested it. If anything it's shows that the retailer values their customers more than companies like Ridgid.

 

[jimmysisson]

Let's say you're the company. Someone says they have a broken wrench and want you to pay to repair it. They send you pix of a broken wrench. Why wouldn't you want them to send you the busted wrench so you can figure out how it broke? And to convince them you're saying the truth?
I know a large corp is not the same as you and me, but I can certainly see why it would have a return policy like that.
I'm with Cat Driver - send it back and wait for the new one.
Jim

 

[LD1]

Let's say you're the company. Someone says they have a broken wrench and want you to pay to repair it. They send you pix of a broken wrench. Why wouldn't you want them to send you the busted wrench so you can figure out how it broke? And to convince them you're saying the truth?
I know a large corp is not the same as you and me, but I can certainly see why it would have a return policy like that.
I'm with Cat Driver - send it back and wait for the new one.
Jim

I could be a little more understanding if that were actually why they wanted it returned.

But you and I both know, they are going to take the busted part and throw it straight into the trash.

I agree with Patches. I think this is just a case of a large company flexing its muscle, and making the small guy like me jump through hoops just to try to get it warrantied, knowing full well that they think I am going to just say forget it and buy the part myself.

It was kinda funny, in one of the emails, the rep made mention that the "lifetime" warranty was not meant to be "their" or "my" lifetime. Rather just the "lifetime" of the tool. And once it has surpassed what "they" feel was its lifetime, no more warranty:confused2:

Meaning that if they recieve a tool that looks like it has been used hard and put away wet, they wont honor the warranty, because its "lifetime" was up.

What a crock.

There is also a sticker on the wrench that says "if this tool ever breaks or distorts return to ridgid tool company for a free replacement" No fine print, no stipulations. That is what it says. Perhaps I should put it in the press and distort it that way their would be no question about the warranty:thumbsup:

I just find myself not wanting to pay the shipping cost in the event that they decide not to cover it under warranty. Then I would be out ~$5 to ship, $10 for part, and another $5 to get it home. $20 for a wrench that is only $40 new:confused2:

I think I have decided what I am going to do:

Since I will already be at harbor freight today, I am going to grab one of their $11.99 wrenches. Then tomorrow when I get back to work, I am going rockwell the HF jaws AND the ridgid jaws. Just to see

 

[Artisan]

Wrong approach IMO...

Warranty issues from afar, IMO should be handled by way of taking a clear, large format picture of the broken part and e-mailing it w/ an explanation of how it broke, a replacement request including your return address where you request them to send the tool, from the get go sending it to the corporate office president, not the warranty department.

Include in the "Nice" request that should they wish to examine the broken tool in question you will gladly package the item and leave it on the front porch for their carrier of choice to pick up when "they" issue a call tag. Be sure thank them for their prompt reply.

I am surprised a heel jaw is warranted. For my 14"thru24" wrenches I carry spare jaws, never had one break, I wear them and inner nut-spring-deals out, and I don't ask for warranty on those items.

Last week I did the above, a secretary called me and advised me the part was being next day aired and the following day a tech called to help me with a like issue. It was actually hard ot get off the phone they were so appologetic. It was not Ridgid Co.

 

[LD1]

The only way I seen to even contact them was through their customer service.

Which I did. No option to contact someone higher up (at least not that I could find).

For those of you that care to read, here is ALL of the e-mail correspondence between them and I monday. ANd I have NOT heard anything back. Seems they have dropped the ball. I would like to think I took the right approach


To whom it may concern, I have a 14" aluminum pipe wrench that is about 5 years old. It was given to me as a gift and I have no reciepts and dont know where it was purchased. It has been a great wrench but the other day the heel jaw split and fell out. I believe the replacement I need is catalog # 95407. I dont know if it is possible for you to just send me a new jaw and pin or not. I am more than capable of fixing it myself to save the hastle of trying to return the wrench or take it in somewhere. I am not asking for a new wrench or anything. Just need the lower (heel) jaw and pin that broke. Please let me know if you can help me out. IF you would like to call me, my # is xxxxxxx Thanks, Address is: xxxxxxxxxxxxxxxxxxxxx Thanks again LD1 (ME)

LD1,
If you would like to have your tool inspected for warranty you may return to the address below:

RIDGID Factory Service Center
321 Sumner Street
Elyria, OH 44035

Unfortunately, everything has to come back here for warranty inspection.

Thanks for your interest in RIDGID

Tracy
Customer Service
Ridge Tool Company
P: 888-743-4333
F: 800-873-2160


Shipping cost is on me of course?

Is there any other way? Perhapse some detailed photos I can send?

Anyone that wants something inspected for warranty has to pay to get it shipped or drive it here. If it is found to be warranty and we repair or replace it then we pay to ship it back to you. All items must be inspected for warranty. Our warranty does not cover normal wear & tear, misuse or abuse.

If you don稚 want to return it, you can purchase repair parts at a distributor in your area please click on: Where To Buy - RIDGID Professional Tools
Or may be ordered online at: Pressing Technology - RIDGID Professional Tools

Thanks for your interest in RIDGID.

Tracy
Customer Service
Ridge Tool Company
Elyria, OH 44035
P: 888-743-4333
F: 800-873-2160

How much is the replacement jaw and pin that I need. I cannot seem to find it or prices on your website?

Sending it back isnt worth the hastle. It is only a $40 wrench. If I pay to ship it to you, and then you come up with a reason not to warrenty it, and then I ahve to pay to get it shipped back, and then buy the part.......crazy.

I guess that is why I will most likely replace it with an aluminum wrench from harbor freight. Never had any warrenty issues with them. Just return and they replace, they way it should be with a "lifetime" tool.


Here is the link to wrench parts.
Pressing Technology - RIDGID Professional Tools

If you shipped it in and for some reason wasn稚 covered under warranty we would give you options of 1.) send it back not fixed. 2.) we can fix and bill you for the parts. 3.)scrap it.

The warranty is the æ–—ifetime of the tool, not our lifetime. So at 5 years old the wearable items (meaning the jaws) may or may not be covered thatç—´ why we would have to see the tool to determine how much use its had over the 5 years.


Thanks for your Interest in RIDGID!

Tracy Rose
Customer Service
Ridge Tool Company
P: 888-743-4333
F: 800-873-2160



The jaws and the tool in general are NOT worn, just broken. That is why I don't understand why pics wont suffice. The tool was NOT used daily. I am not a professional. Just a "home hobbiest" who likes quality tools. I don't see what the differences is between some quality photos and me having to ship the tool back to you?

Hard to believe a reputable company like ridgid is willing to loose a customer to harbor freight over a $9.55 part that probably cost a whole $3 to manufacture.

ALL of these e-mails took place between 9:17AM and 10:37AM On monday 12-12-11. So they were VERY prompt about replying back.

After the last e-mail, I didnt hear from them. So after 3 hours, @ ~1:30PM, I sent them this e-mail with the pics I shared here.

FWIW, here are the pics.
If you still cannot help me out, I will be very disappointed and ridgid will get NO more of my business.


Since it has been 2 days and no reply yet, I think they have answered how they are going to handle it