Where is everyone getting all this excellent Craftsman warranty? I tried to return something at Lowe's a year ago, and just got the run-around.
Craftsman has always been hit-or-miss. Their round-head Taiwan ratchet from a decade or 2 ago was a real loser, massive back-drag. I have one. I have some of their last-ditch USA ratchets, they self-reverse when you don't want them to, and don't reverse when you try to make them. I have a set as well, 1/4 3/8 and 1/2, real junk.
While I swore off Craftsman in 1990 (due to their complete inability to warranty replace anything for the previous 2.5 years), I ended up buying a few sets here and there on blow-out sales, for the primary reason of keeping a complete tool kit in every vehicle. I regret every one of these purchases.
It's good to hear the new Taiwan stuff is better than the initial China production move. I won't be buying any, but if someone gave me some, I'd give it a try.
I agree, it's not excellent. It varies WILDLY from good to poor.
The good is them offering to replace with something "better" usually because they no longer make your exact model.
The poor is them trying to substitute something for a model they no longer make, like offering a basic ratcheting wrench because they no longer sell the awesome DBE XL wrenches.
And all of this is assuming you're talking to Craftsman via email, not a retailer in person. I've done a few warranty claims this way and it tends to go like this:
Day 1: email them, explain the problem, include pics and model #. Receive a canned "we got your email" email immediately
Day 3 to 4: get a response from a CS agent.
May be in broken English with poor grammar. They don't have THAT, would you accept
this? Their offer may be in the ballpark, or it may be way out there as these are NOT people who turn wrenches for a living. You respond immediately
Day 5 to 6: if you accepted, they ask for a shipping address. If you countered (I've done this) they may ask for shipping address or they just confirm "X" really is ok with you.
It's best to simply volunteer your shipping address early in the process. Imagine a phone conversation where everytime you say something it takes about 48 hours for a reply. Thus when you do say something, provide a LOT of useful info so they don't have to ask later.
Day who-knows-when: your replacement ships. Recently just for a 3/8" breaker bar they were out of stock and it took about 2 weeks for the slow boat to get more to them. Also they ship in basic, flimsy brown cardboard boxes or envelopes and they ship least expensive method possible. So best to forget about it and then be surprised when it finally arrives