Brought to you in part by:
Ninth Year!

...

Fifteenth Year!
.


Your best source for

High Performance Parts!

Click here to see a list of our Supporters.

To Register onto our web site and join our discussions, just click Here.

+ Reply to Thread
Results 1 to 20 of 20
  1. #1
    Join Date
    Mar 2003
    Location
    Canada
    Posts
    723

    Default The Home Depots Return Policy on Husky Lifetime Warranty tools

    This is a long story that I am trying to keep as short as possible, but I am getting a run around worse than the pope in an abortion clinic!!! So, here goes, I have a 1/2 inch Husky Air Impact Wrench that I purchased about 5 years ago from the Home Depot, It cost me about $200, it is a professional tool with a LIFETIME warranty. It broke down on me so I took it in to the Home Depot store where I purchased it, after over an hour of a wild goose chase and employees passing the buck, I finally ended up leaving it with the tool rental department, where their tool technician would look at it over the weekend, He called me on monday and told me that is was indeed worn out, but has lifetime warranty so, to come in and they would give me a store credit for the $200 seeing as it is a discontinued product, and they now only offer an inferior consumer quality product which is a 1/4 of the price, Satisfied, I went in to receive my credit today and was sent on another wild goose chase, explaining my story about 5 times to unprofessional employees who would not listen to my whole story, (I stayed calm and was polite.) Finally the manager came to me and explained that being I purchased the tool over 4 years ago, it would no longer be in their records, so he directed me (passed the buck) to the Authorized Husky Tool dealer in my city who he assured me would take care of my problem, and if they didnt help me he would take care of me. I went, they said they didnt deal with this Husky line, they deal with the Campbell Hausfield line, the one I have is Florida Pneumatic Husky, and that I should go back to the Home Depot...so I did, the manager said, I am sorry sir, this is out of my hands, I cannot go any further. I politely (nearly clenching my teeth), said okay, I'll talk to you soon and went home.

    In the Manual it states that the home depot will cover the warranty, but, they wont. so, any suggestions?

    PS, Here is the warranty word for word from the manual...

    "Lifetime Warranty: The Home Depot warrants this Husky Air Powered tool to the original user to be free from defects in material and workmanship. If you beleive that this tool is defective, return the tool with proper proof of purchase, to the Home Depot store. If the Home Depot determines that this Husky Air Powered tool is defective and covered by this warranty, The Home Depot will repair or replace this tool free of charge."
    http://mustangsandmore.com/memberpages/Kellxr7.html

  2. #2
    Join Date
    Mar 2004
    Location
    Wheaton, IL (Chicago area)
    Posts
    6,719

    Default

    Call the Home Depot home office. They WILL make sure you are taken care of and satisfied.

    Please call us at 1-800-553-3199 to speak directly with a Customer Care Store Specialist about your issue or send us an email.

    The Home Depot Store Customer Care Hours

    Monday - Friday: 8 a.m. - 8 p.m. ET

    Saturday: 9 a.m. - 6 p.m. ET


    Sunday: 12 p.m. - 6 p.m. ET



    From the wording of the warranty it sounds like they WILL cover it if it proves to be defective, which is different than normal wear. Did they declare it to be defective, or does it appear to just be worn out?
    Just curious, the warranty states you need to return it with proof of purchase...did they ask for your receipt or were they attempting to help you even if you didn't have a receipt?
    Neither one of these comments should have any effect on them making you a satisfied customer, I was just curious.
    66 GT coupe
    95 GT convertible
    1936 Ford 1/2 ton Pickup

  3. #3
    Join Date
    Mar 2003
    Location
    Canada
    Posts
    723

    Default

    Quote Originally Posted by Scott H View Post


    the warranty states you need to return it with proof of purchase...did they ask for your receipt or were they attempting to help you even if you didn't have a receipt?
    Neither one of these comments should have any effect on them making you a satisfied customer, I was just curious.
    Lol, the very first thing they asked for was my receipt, they didn't hear the words "lifetime warranty" the first 3 times I mentioned it, all that kept coming up was "this has been more than 90 days, we cannot help you."
    http://mustangsandmore.com/memberpages/Kellxr7.html

  4. #4
    Join Date
    Jan 2007
    Location
    Central Coast of Ca.
    Posts
    3,269

    Default

    If it was me, before I made that 800 call, I would go back to your store with a little notebook with your whole experience clearly written so the people that you talked to could see you had taken the time to write everything down. Then I would tell them (smiling) your going to talk to the head office of Home Depot, and you need to know each persons name that you talked to in the store. Particularly the manager, or top dog. As of now I'm sure they think you have just gone away, but by doing this I'll bet they will give you what you wanted in the first place. Another thing, A Life Time Warranty is just that. It shouldn't matter if you wore the trigger, or gears out because of constant use. Now if you dropped the gun, and it cracked the case, that would be a different story.
    Randy N.
    67 FastBack (Betsey)
    (91)306, T-5/w Pro 5.0, Strange 9"/3:50 TrackLok, Randell's R&P, 4 Discs. Currie axles, MSD Ignition, Hookers, Global West struts, R&C 4 link.
    63B Int.(Black), & "Brushed Al". dash
    Silver Frost Ext.
    Parts on car from MONEYMAKERRACING.com
    _________________________________________
    For every person with a spark of genius, there are a hundred with ignition trouble.

  5. #5
    Join Date
    Mar 2004
    Location
    Wheaton, IL (Chicago area)
    Posts
    6,719

    Default

    Although the warranty clearly states the following three things;
    1) original purchaser
    2) proper proof of purchase
    3) defects in material or workmanship

    They don't have to cover you without you being able to prove you're the one who originally bought it. (Without a receipt how do they know you didn't get it out of the garbage somewhere?) The don't have to cover you if they think the tool was abused. They don't have to cover you if there isn't a defect but rather just finally wore out.

    But they will.

    You don't need to go back to the store until after you call the customer service line. They will know who the store manager is and they will be all over him (or her) like white on rice. Store managers HATE being singled out by the customer service dept. Its a black mark against them and an embarrasment because the District Manager will also be cc'd on the complaint. They take this stuff very seriously.
    66 GT coupe
    95 GT convertible
    1936 Ford 1/2 ton Pickup

  6. #6
    Join Date
    Mar 2004
    Location
    Wheaton, IL (Chicago area)
    Posts
    6,719

    Default

    Quote Originally Posted by KellXr7 View Post
    Lol, the very first thing they asked for was my receipt, they didn't hear the words "lifetime warranty" the first 3 times I mentioned it, all that kept coming up was "this has been more than 90 days, we cannot help you."
    In fairness to them, the receipt can just help them verify the warranty claim. They can still make you happy without it. Years ago there were stories of guys getting defective/returned tools out of the garbage and then turning them in for a second warranty claim. Now they make sure to destroy everything.

    They are wrong in saying they can't help you...they just don't know the proper channels or procedures to accomplish it. It WILL get straightened out by Customer Service.
    66 GT coupe
    95 GT convertible
    1936 Ford 1/2 ton Pickup

  7. #7
    Join Date
    Mar 2003
    Location
    Canada
    Posts
    723

    Default

    I have no problem with them asking for my receipt, I had it with me, and I wouldnt have brought the tool in without it.
    I went back to the Home Depot today after I took it to the authorized Husky repair center who couldnt help me and sent me back, to give the manager a second chance who said he would take care of me if the repair shop couldnt. He went back on his word and said that it simply has been too long and they cant do anything about it, the impact wrench is too old. Seriously? I purchased an expensive tool with a LIFETIME warranty for a reason, if I wanted a run of the mill quality product with a 5 year warranty, I would have bought one. So I left upset, again, and got home an called the Home Depot customer service, who listened to my story, they "elevated" the situation and put me on the line with another person who I told the story to again, she told me that her computer tells her that my tools parts only have a 1 year warranty.. which is not what my manual states, but she is going to get back to me on monday. We'll see. I am just really disappointed in the effort that the employees at the Home Depot have made in this situation, if they would have tried HALF as hard to help me out, as they are in fighting me, to get rid of me, I think we'd both be alot more satisfied, I am losing respect for this company by the day and its too bad it has to be this way, I am not trying to get something for nothing, I am not trying to scam anyone, all I am doing is trying to get a warranty covered on a tool I purchased that has a lifetime warranty, I dont think it has to be this complicated.
    http://mustangsandmore.com/memberpages/Kellxr7.html

  8. #8
    Join Date
    Jul 2001
    Location
    St. Louis, MO
    Posts
    2,414

    Default

    Their website was down so all I was able to do was write an e-mail or two to some "investor relations" department higher ups in the corporation.

    One fellow in my department with the railroad lost his job because of a voice mail left with a Vice President. Maybe we can do some good.
    Deep Amythist Pearl 68 Coupe, 351W, C-4, Troq Thrust D's 215/60/15 up front & 265/50/15 with 4.75 inch back spacing on rear

  9. #9
    Join Date
    Jan 2007
    Location
    Central Coast of Ca.
    Posts
    3,269

    Default

    If a Co. is dumb enough to put the words LIFETIME WARRANTY on something. Then it shouldn't matter weather it wears out, or is defective. I had a friend that bought Sears Lifetime work shoes. Every year he would go in with the soles of the shoes completely worn through. Sears gave him a new pair of work shoes until they quit carrying them. Had another friend that took advantage of Kragan's lifetime replacement of their Batteries, brake shoes, and shocks. Same thing. That is the whole reason for paying the big bucks up front to be covered for life.
    Randy N.
    67 FastBack (Betsey)
    (91)306, T-5/w Pro 5.0, Strange 9"/3:50 TrackLok, Randell's R&P, 4 Discs. Currie axles, MSD Ignition, Hookers, Global West struts, R&C 4 link.
    63B Int.(Black), & "Brushed Al". dash
    Silver Frost Ext.
    Parts on car from MONEYMAKERRACING.com
    _________________________________________
    For every person with a spark of genius, there are a hundred with ignition trouble.

  10. #10
    Join Date
    Jun 1999
    Location
    Mountain Home, ID
    Posts
    4,033

    Default

    I read the waranty as stating it is free from defects in material or workmanship for the life of the tool. NOT that it will be replaced for free if it should wear out with use.

    Just my 2c...
    Keith - member #70

    Welcome to the USSA

  11. #11
    Join Date
    Jan 2007
    Location
    Central Coast of Ca.
    Posts
    3,269

    Default

    So it is a Limited Lifetime Warranty. I see now.
    Randy N.
    67 FastBack (Betsey)
    (91)306, T-5/w Pro 5.0, Strange 9"/3:50 TrackLok, Randell's R&P, 4 Discs. Currie axles, MSD Ignition, Hookers, Global West struts, R&C 4 link.
    63B Int.(Black), & "Brushed Al". dash
    Silver Frost Ext.
    Parts on car from MONEYMAKERRACING.com
    _________________________________________
    For every person with a spark of genius, there are a hundred with ignition trouble.

  12. #12
    Join Date
    Mar 2003
    Location
    Canada
    Posts
    723

    Default

    Quote Originally Posted by KG4ZRC View Post
    I read the waranty as stating it is free from defects in material or workmanship for the life of the tool. NOT that it will be replaced for free if it should wear out with use.

    Just my 2c...

    ...that is a fair point, what does that technically mean though?

    ...And to be honest if one of the home depot employees would have even said something like this, I would have been all ears, and understood. what really bothers me is that they wouldnt even look at it, and they kept passing the buck and treating me with such unprofessionalism, ignorance and disrespect instead listening, or trying to help.
    http://mustangsandmore.com/memberpages/Kellxr7.html

  13. #13
    Join Date
    Mar 2000
    Location
    Sayreville, NJ
    Posts
    6,376

    Default

    Call the home office or a district office.

    A Friend of mine bought a log splitter from the Depot. It looked a little used but the Salesman said it was only from demonstrating the product. He got it home, looked through the manual and went to work with it.

    It wouldn't start because the motor was seized. He went back to return it and the salesman said that they aren't responsible if you forget to check the oil in the machine. The Dump a$$ salesman probably forgot to do this himself.

    With this he drove around the building to the Home Office (could be a district office) and raised hell. Long story short by the time he got back in front of the store the had a new splitter waiting for him.

    Why would they put a store right in front of the office? It's also one of the small older dumpy stores and not one of the newer big ones.
    Ed S.
    M&M #411

    68 S-code FB GT , 68 J-code Sprint"B" , 99 F150 XLT Super Cab

    “Somewhere in Kenya a village is missing its idiot."



  14. #14
    Join Date
    Mar 2004
    Location
    Wheaton, IL (Chicago area)
    Posts
    6,719

    Default

    The bottom line is they should never make you feel unhappy or sorry that you purchased it from Home Depot. Company policy is focused on service, not on pointing fingers as to who is right or who is wrong. They should be taking the necessary steps to either honor the warranty without hassle or should be able to communicate to you how they will resove the issue with the tool.
    66 GT coupe
    95 GT convertible
    1936 Ford 1/2 ton Pickup

  15. #15
    Join Date
    Jan 2000
    Location
    Philly PA 60 years, now the 'Burbs'
    Posts
    12,307

    Default

    I gave Home Depot a ton of business when I moved into this house last year (and still do a lot of business with them).
    I found them to have excellent customer service, helpful and friendly employees, and never had trouble returning something ....
    I returned an expensive vanity 3 times because of some defects when I opened it ... and no questions asked.
    As well as quite a few other things .....
    I guess, like everything else, it depends on the particular store and the particular person you're dealing with.
    Eddie "D"
    '70 Sports Roof, 351 W, 13.1 @ 107: Maple Grove.
    "The deadliest weapon in the world is a U.S. Marine and his rifle." Quote by General John J. Pershing U.S. Army.
    M&M Member #339.

  16. #16
    Join Date
    Jun 1999
    Location
    Mountain Home, ID
    Posts
    4,033

    Default

    Quote Originally Posted by Scott H View Post
    The bottom line is they should never make you feel unhappy or sorry that you purchased it from Home Depot. Company policy is focused on service, not on pointing fingers as to who is right or who is wrong. They should be taking the necessary steps to either honor the warranty without hassle or should be able to communicate to you how they will resove the issue with the tool.
    So, how far does a store go to to honor a warranty that says the item will be free of defects for the life of the tool? (again, the way I read the warranty)

    When the tool wears out, do you expect the tool to be replaced? There has been no defect in the materials or workmanship. It just wore out due to the amount of use it received.

    That had no bearing on the original warranty, as the tool was free from defects for the entire life of the tool.

    Also, I see things as the life of the tool. Not the life of the purchaser. In this case, the servicable life of the tool is gone.

    If he bought the tool and it didn't work, he would have taken it back to HD and gotten a replacement. Simple as that. If it just stopped working because of some issue with the tool, it would be replaced. If it stopped working due to it wearing out because it was used... No replacement. The only customer service needed here was to explain the warrantee - and how I understand it, that wasn't even done.

    If I were in the same situation (and I am because I have many tools bought through HD), I would have to know why the tool failed me. If it failed because it was used 8 hours a day for 5 years, I would go buy another tool. If it failed because the housing cracked (failure of the materials), I would expect a replacement tool.

    Again, my 2c.
    Keith - member #70

    Welcome to the USSA

  17. #17
    Join Date
    Mar 2004
    Location
    Wheaton, IL (Chicago area)
    Posts
    6,719

    Default

    Keith,
    That's a pretty good and reasonable expectation of what should be done. But, if the store has over-promised something or didn't explain themselves well enough then they need to go the extra mile.

    There's a saying "Perception is Reality". If the customer's perception was the tool is covered for the customer's lifetime (instead of the tool's lifetime), then they need to make sure the Reality of the warranty matches the customer's perception of the warranty.

    I've heard of Home Depot's Home Services division replacing a roof for a customer because the customer wasn't happy with the color they chose. Said it looked different than the sample she was shown. Seriously. Would they do that on a whim? No, but if the issue gets pushed far enough they would do it.
    66 GT coupe
    95 GT convertible
    1936 Ford 1/2 ton Pickup

  18. #18
    Join Date
    Mar 2003
    Location
    Canada
    Posts
    723

    Default

    Quote Originally Posted by KG4ZRC View Post
    If he bought the tool and it didn't work, he would have taken it back to HD and gotten a replacement. Simple as that. If it just stopped working because of some issue with the tool, it would be replaced. If it stopped working due to it wearing out because it was used... No replacement. The only customer service needed here was to explain the warrantee - and how I understand it, that wasn't even done.

    If I were in the same situation (and I am because I have many tools bought through HD), I would have to know why the tool failed me. If it failed because it was used 8 hours a day for 5 years, I would go buy another tool. If it failed because the housing cracked (failure of the materials), I would expect a replacement tool.

    Again, my 2c.
    I agree with what your saying, and thats even what I told the fellow that I left the tool with who looked at the tool rental counter to determine whether warranty should cover it or not, if its simply because its "worn out" I can accept that. But they way it stopped working I am sure something piled up due to a defective part interally, and if thats the case, I would like it repaired or replaced or a credit, because I havent used the tool 'that' much that it should be worn out yet. Home Depot's tool specialist examined it and he called me back telling me the first time that, yes, you will be credited 100%, it IS covered by warranty, Home Depots own employee was the one that told me this.... then thats when everything went downhill when I returned for my store credit.
    http://mustangsandmore.com/memberpages/Kellxr7.html

  19. #19
    Join Date
    Jun 1999
    Location
    Mountain Home, ID
    Posts
    4,033

    Default

    Quote Originally Posted by KellXr7 View Post
    I agree with what your saying, and thats even what I told the fellow that I left the tool with who looked at the tool rental counter to determine whether warranty should cover it or not, if its simply because its "worn out" I can accept that. But they way it stopped working I am sure something piled up due to a defective part interally, and if thats the case, I would like it repaired or replaced or a credit, because I havent used the tool 'that' much that it should be worn out yet. Home Depot's tool specialist examined it and he called me back telling me the first time that, yes, you will be credited 100%, it IS covered by warranty, Home Depots own employee was the one that told me this.... then thats when everything went downhill when I returned for my store credit.
    I was trying to keep it to generalities, but in your specific situation, this is what I think:

    I assumed it died due to use and wear. Not just point blank gave up the ghost. I didn't read your first post enough times I guess, or I just overlooked it... either way, I missed it.

    And I should also point this out because I am guilty of it. If an associate of any store tells the customer it will be replaced, then it should be replaced. If the associate was in the wrong, he (or she) needs to be trained, counciled/whatever so it doesn't happen again, but the original statement should hold. I have replaced tires for customers because my associates said they would be. I stood behind my associate 100% of the way and corrected them behind closed doors so it didn't happen again.

    Because you were told that it would be replaced, I think you should get a new one. Period. I know you would have been walking out of my store with one. What you wouldn't know is the associate would recieve further training on warranties and making decisions like that without consulting management.

    Hope that explains my views a little better...
    Keith - member #70

    Welcome to the USSA

  20. #20
    Join Date
    Jun 2000
    Location
    Virginia Beach, VA
    Posts
    6,254

    Default

    Any update on this from HD?
    M&M Original Member #537
    68 Fastback, J-code 302 4-v, my baby, owned since Jan 1994

    Got a question about Mustang fold down seats or need some fold down seat parts?
    check out http://www.folddownseat.com

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts