Ridgid Pipe Wrench Warranty Problems

[LD1]

We dont really have a tool section, So I figured this was the best place.

Anyway, kinda a long story/rant...so bear with me.

Company I used to be employed with bought us tools occasionally. One of them was a 14" straight aluminum pipe wrench.

I didnt use it much, I usually opted for a larger one when a pipe wrench was needed. My employment didnt last much longer there (4years ago) and the tool came home with me.

I was using it the other day and the lower jaw split in half.

Now these tools have a "lifetime" warranty. Do to how I acquired the tool, returning to place of purchase is out of the question and I have no reciept.

So I decided to e-mail ridgid directly. Ideal outcome for me would have been for them to just send me a new lower jaw (heel jaw) and pin and I would call it a day.

But apparently they have to have the tool returned and inspected so they can decide weather to warranty it. Shipping on me of course. Detailed pics are not accepted, even though they will clearly show NO abuse, NO bent handles, and jaws that show almost NO wear:confused2:

The lower jaw/pin kit only cost $9.55:confused2: So let me see, my options she gave me are:
1. Return the tool at your cost. If it is a warrant-able repair, they will fix free of charge and return @ their cost.
2. Return the tool and if it isnt warrant-able... I can either...
.......A. have them scrap it
.......B. Have them fix it on my dime and return on my dime
.......C. Do nothing and return on my dime

So, what would you guys do?
1. Spend $5 and send it back, and hope they will warranty itand not come up with some BS?
2. Spend the $9.55 to get the replacement part
or most likely what I will do is
3. GO to harbor freight and get a pittsburgh 14" aluminum wrench for $11.99 (maybe throw in a 20% coupon for a total cost of $9.59) and never have to worry about warranties again. Just return and replace:thumbsup:

 

[LD1]

FWIW, these are the pics I was going to send them.

I'll let you guys be the judge as to how much this tool was used or abused

 

[Car Doc]

Spend the 9.55 and move on is what I would do. ymmv as always

Its when the handle breaks sending it in may be the best thing.

 

[k0ua]

I would get the part and fix it myself. BUT, I would like to see you send it in because I am interested to see what they will do with it.

James K0UA

 

[crazyal]

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).

Usually the large box stores like HD and Lowes just keep a running tally and just get replacements without having to jump through the hurdles like you or I would. When you buy one or two pipe wrenches every 10 or 20 years we just don't rate in a company like Ridgid's eyes. But when you buy tens or maybe even hundreds of thousand of tools a year from a company they will be much more willing to keep them happy.

I bought a electric oven from HD a few years ago. After less than a year the lower heater element burned out. I called Maytag and they sent out a repair guy (you could see the element had burnt up and broke apart). Maytag told him that it was under warranty but they didn't have any and were waiting to have a large enough demand for them to do a production run. He wasn't happy and called everyone he knew to try and find one with no luck.

I called Maytag and let them know I wasn't happy being told I may have to wait up to 6 months. They didn't care one bit. So i called HD and said I was returning it and told them why. The HD lady on the phone told me that was fine but before I did to give her a day. With in two hours Maytag called the repair guy to say they found the part "in a repair guys truck" and was over nighting it to him. I then got a call from the HD lady saying they found her the part.

I have plenty of other stories like this, from garage door parts, a log splitter, to small hand tools, big box stores can be your friend.

 

[Baby Grand]

... get big or get out?
Man, that is disappointing.
Way of the World, I guess.

 

[CurlyDave]

Wait a minute here.

The bottom line is that you stole a pipe wrench, and now you want it fixed under warranty!

Man up and buy yourself a new wrench. I have the HF ones and a set of 3 was both inexpensive and plenty more than I needed for light usage.

And, try very hard not to steal from your employer.

 

[Bird]

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).

I'm afraid I don't see how anyone can consider that as anything other than stealing.

 

[LD1]

Wait a minute here.

The bottom line is that you stole a pipe wrench, and now you want it fixed under warranty!

Man up and buy yourself a new wrench. I have the HF ones and a set of 3 was both inexpensive and plenty more than I needed for light usage.

And, try very hard not to steal from your employer.

Sorry if it sounded like I stole the wrench.

Let me clarify....I DID NOT STEAL ANYTHING.

Just because I didnt buy it, does NOT mean it was stolen.

The company would, on occasion, buy us tools. As gifts so-to-speak.

When I parted ways with that company, me and several others that got laid off, we were NOT expected to turn our "gifts" back in.

I have been called a lot of things, but a thief certainly isnt one of them:thumbsup:

 

[ray66v]

I had a warranty problem with them too.

After being asked by a family member what I would like, I requested, and was given, a set of "lifetime guarantee" Ridgid auger bits as a gift.

One of the bits broke the very first time I used them.

The seller, Home Depot, told me no receipt, no warranty. They said "It's not their policy, it's Ridgid's".

After trying several HD stores, And several e-mails to Ridgid, I finally found a sympathetic HD tool department employee, who said literally, (blank) the rules, and gave me a replacement.

Years later now, I have never used them again. They have become throw-a-way's, because Ridgid no longer makes them. Probably because of the obvious, that it was a bad idea to give a lifetime guarantee on a drill bit, let alone poorly made ones.

And, it was a bad idea for those of us who chose them, because of the name.

Ridgid tool started just about 10 miles from me. Now they manufacture most products further away, by about 10,990 miles. Which is clearly the problem.

 

[LD1]

Ray, If I lived in your area, It would be no problem to spring by their place in Elyria, where they want me to send the tool.

But the cost of the drive or cost to ship isnt worth it IMO when I can get a replacement at HF for 12 bucks. And I am in there often enough if I ever have a problem, I know I can swap it out for a new one on my next visit.

Which is probabally what I will do. Instead of spending $9.55 on the parts and having to deal with all this crap nextime, I will just get one from HF.

It is pretty sad that a company that sells a bunch of chinese crap has a better warranty policy than an american company.

 

[Car Doc]

It is pretty sad that a company that sells a bunch of chinese crap has a better warranty policy than an american company.

I bet they (Rigid/HF) come off the same assembly line these days jmho.

 

[LD1]

I bet they (Rigid/HF) come off the same assembly line these days jmho.

they certainly look enough alike

 

[lilranch2001]

wow, I do not know how many Ridgid pipe wrenches I have had in my hands over the years, but literally hundreds of them, and I have never seen one break.

I could see the serrations wear out on the jaws, but never break.

I guess from your story Ridgid has gone the way of so many good companies, or at least had to to avoid fraud

 

[BHD]

the only thing the HF wrenches are good for is scrap IRON, they are not made on the same line,

the RIDGID are still made in the USA. and my guess is your broken Ridgid is still better than new HF,
a few years ago I thought I save me some money and bought the set of pipe wrenches from HF, what a disappointment, I ended going to Ebay and buying used Ridgid wenches and ever one was better used than a new HF,

If you go to a supply house that is a Ridgid distributer they may trade out the part for you, (at one time they did that), but the warrant process has changed over the years,

I would most likely just buy the jaw and put it in and be done with it, still the best pipe wrench made,

 

[lilranch2001]

I would most likely just buy the jaw and put it in and be done with it, still the best pipe wrench made,

^5

:thumbsup:

 

[204saskman]

FWIW, these are the pics I was going to send them.

I'll let you guys be the judge as to how much this tool was used or abused

I have used ridgid for a long time working in the oil patch. Everytime i tried to get warranty on those parts it was considered a wear item and was not warrantied. I had to buy them every time. But when i broke one in half on a job one time they had no problem giving me a whole new wrench(36" steel).

 

[nybirdman]

I have used ridgid for a long time working in the oil patch. Everytime i tried to get warranty on those parts it was considered a wear item and was not warrantied. I had to buy them every time. But when i broke one in half on a job one time they had no problem giving me a whole new wrench(36" steel).

How did you every break a 36" steel pipe wrench!!Must have had a huge cheater on it.
Been a pipefitter for 40 years,used Rigid all that time and never saw one fail...we did abuse them too.

 

[nickel plate]

Is Ridgid still producing those spectacular calendars?

 

[creekbend]

I have three pipe wrenches made by Rigid. My Father gave them to me around 1972. He had used them for years prior to giving them to me. I have even loaned them out on occasions, and they have never given me or anyone else that used them any problems. The Company obviously is using cheaper materials. I wasn't even aware that there were pipe wrenches made out of aluminum until this thread was posted.