CORNWELL TOOL WARRANTY...Bait and Switch??

[dimwittedmoose51]

A few weeks ago I got permission to send a damaged Cornwell tie rod splitter back in for replacement under their warranty.  Well, today I get a package with a Taiwanese- made OTC tie rod splitter and although half of me should feel grateful, the other two halves feel like they sent me either the wrong item, or they have gone the way of Craftsman.  My guess is that Cornwell owns OTC now(and likely someone else owns Cornwell, perhaps SPX Corp.?), but in their PDF catalog, they list a Lisle (made in Clarinda Iowa) tie rod tool that would have made more sense to send me if indeed Cornwell no longer makes tie rod tools with their name on them.  BTW, their nearest truck guy s in entral Wisconsin......  FWIW,  the OTC tool doesn't even have "OTC stamped on it, jut a "6534".

Am I being picky or ungrateful???  The last Proto socket I took down to the local shop that handles Proto warranty said they weren't sure if it would get warrantied or not, due to "air hammer damage"( I had nothing really to lose by trying),  a few weeks later I stopped in and they gave me a Blackhawk(US made) socket instead.  Yeah, BH and Proto are all part of Stanley now, and I was okay with the BH socket, but this Cornwell issue is a bit different.

What's the collective opinion of our tool gurus??  Shut up and be glad I have "something" for my  $9 shipping cost or try and get something a bit closer to what you sent back in the first place??

THX, as always....


DM&FS

[Lostmind]

I would at least email an inquiry. Just to see what they have to say, if nothing else.
None of the tie rod tools I bought came with a warranty , I'd be happy that they replaced it , but not to happy about paying $9.00 shipping.
Another reason to buy local.

[OilyRascal]

It seems to me a company such as Cornwell would have clear policies and procedures.   I would think this issue (like warranty replacement) was long ago addressed with them.  I would seek further to understand their written policy.

[dimwittedmoose51]

I sen an inquiry wondering if they made a "mistake" somewhere in the supply chain.  If they do nothing, The OTC tool isn't worth the $9 shipping I spent getting the Cornwell up there.  and the OTC Taiwan version weighs about 1/2 what the Cornwell did.   I'll find a local buyero rsomewhere and take that money and buy a loclaly made isle tool..  I use one of these about every 3 years....

DM&FS

[sumner52000]

Did you originally purchase the tool new from cornwell?  If you did then yes you should get a tool of equal quality in return.  I have warrantied some tools that I bought used and some were broken when I bought them.  When I have bought a broken tool I don't have high expectations for the warranty.  Maybe they will maybe they won't.  If I buy it new on a tool truck they should bend over backwards to make me happy.

[dimwittedmoose51]

Sum:  They didn't ask, I didn't offer.  The tool doesn't know whether I'm the original owner or not and likely the truck guy isn't the same one as the guy dong that route in the 60's.  I would've been happy with them saying up front we don't warranty striking tools or  warranty to the original owner only with receipt or we don't make that tool anymore, but to send an inferior replacement makes the company look bad, unless they said, " Hey this is all we have to replace it, which wold be untrue since they sell the Lisle tool as part of their Cornwell Catalog.  the OTC is sold within the OTC section of the website.

Not losing a ton of sleep over this, but someytimes I feel the need to seek outside opinions.  Thanks all


DM&FS

[scottg]

  I am mostly just heartsick the great Ottumwa Tool Company is gone!!!!
Pickle forks come and go. None ever last forever, but none were ever terribly expensive or saw constant use anyway. 

  But OTC was my "money in the bank" go-to tool company for pullers and bearing tools and several others.  Nobody ever came close, for the price. There is no better mark for me to see than OTC when it came to suspension tools.
  I miss them already (as a little tear slips free)
 yours Scott
 
 

[rusty]

It is just a trademark now. A brand. A bit of remembered reputation, a touch of marketing, a fantasy. Would you like to buy a razor strop? it's the best there is....Only two dollars....

[Chillylulu]

I think that, unless they specify original owner, lifetime replacement is lifetime of the tool. The warranties were offered to show that their tools were superior and that they stood behind them.

Craftsman (used to) Rigid and others replace damaged tools. They warrant their tools. Rigid is so good that I know people who bought bent pipe wrenches because they knew they could swap for new. Rigid knew what was going on, they also knew that people like me (I have bought 1000's of new aluminum pipe wrenches, power machines, etc.) wouldn't buy anything else.

I used to think it was unfair to buy a craftsman tspe measure,  then take it in every time it broke. I found out I was wrong - they made the deal knowing the risk / reward and they did what they determined was best for them.

I learned when I was little that there were no take-backs. These companies forbears did too.  They made the money then, they need to stand by their promises.

You should not have to pay more shipping. Make sure they know that you would accept the Lisle, or even better, a vintage Cornwell.

They are a small corporation, family owned.

I am complaining to them and telling them they should have treated you better.

[dimwittedmoose51]

They have ot responded to my email and that's been over a week ago now.   I doubt seriously if they will do anything further......

DM&FS