Like may of you, I find Craftsman’s “lifetime satisfaction guaranteed” warranty policy to be hugely influential when shopping for new tools. I’ve heard of cases where obviously abused tools were not replaced, but there are also other exclusions to be aware of. For example, certain cutting tools are considered consumables and are not eligible for replacement.
You might be able to get around some of these exclusions, but that likely depends on the mood, authority and warranty awareness of the Sears associate you deal with.
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You can find Craftsman’s full warranty policy on their webpage. Just in case the warranty terms and conditions are taken down or are grossly modified, we’ve copied them to the second page of this for future reference.
Steve in Wisconsin
(I am a Sears tools associate in Wisconsin)
Everything you list that has no warranty should be covered by the 90 day store warranty with a receipt.
I am very forgiving with the hand tool (socket, wrench, screwdriver,…) warranty because I think it keeps MANY people coming back to Sears and keeps Sears alive. If that warranty was eliminated, Sears would crumble.
I tell customers to hold onto their receipt for items that have a 1 year warranty (jacks, vacs, etc…) cause I hate to tell them I can’t help them if we can’t tell if it is still under warranty.
Many people don’t believe in the extended warranties offered, but for 2 to 5 years of FULL coverage, many items should be considered. Do the math of how much it costs per year, and in some cases it is very reasonable. Are you going to fix it yourself? throw it away? try and get someone to fix it?
Bob
What about all the tools that I bought with a lifetime unconditional warranty? Has Sears stop honoring it’s contract with those tools?
Stuart
Should still be covered. As far as I’ve seen, warranty or satisfaction guaranteed changes don’t apply retroactively.
jason
craftsman tools are now all made in china. yes you have a warrenty but you can get better hand tools (still made in china) at harbor frieght that dont break as often as craftsman and cost a fraction of the price.
The Great Gazoo
I hAve a lot of Craftsman tools, Snap-on tools, Mac tools, a few Matco tools, a few S&K tools and a few Kung fu tools. I have had Harbor Freight tools and by and large, it is all junk. The heel bars simply bent, had to replace with Snap-on so that I could use them, sockets shatter, I have found as a heavy truck mechanic for 16 years that Craftsman sockets last just as long if not longer than Snap-on and that is why I keep buying Craftsman sockets. That and they are 6 times cheaper than Snap-on.
Chris
What???? You’re saying to buy tools from harbor freight instead of Craftsman. What planet are you on? Obviously a planet with harbour freight
Lucas Aho
I agree. Harbor Freight tools are absolute crap! I bought a car jack years ago from there and it was junk. I’m happy with my new Arcan. And craftsman is far superior to Harbor Freight
Johnc
I used to have fun with people who used harbor freight tools with this made up “fact’:
HF tools are made by political prisoners. If one is returned, the person who made it will most likely be executed. RETURN A TOOL , AND SOMEONE DIES.
Bob
Harbor fright is just as bad if not worst.
Louri
Does the lifetime warranty include the craftsman nail gun
Robert A. Weigle
I have a Craftsman Belt Sander the sanding belts will not track straight. I am unable to adjust the sander to track like it should. Is this covered under the Sears Craftsman lifetime warranty? Where should i take the sander for service?
Bob
Stuart
Craftsman power tools are usually not covered by the lifetime guarantee. I believe the warranty is one-year for most power tool types.
Your best bet would be to check with Sears about where to take it for service. You can also check the parts list, if you still have, to see if maybe there’s related information. Have you checked to see if maybe there’s a tensioner that needs to be adjusted to keep everything parallel?
Bill
Sears is still the best!
Be warned about Kobalt!
The guarantee is a Joke!
No Questions asked? There are questions and papers to fill out!
The store required the complete set to be returned for replacement.
The 1-800 Kobalt line Rep indicated it is up to the store how and if they will honor the guarantee.
These were ¼ “ Drv. Impact Nut Drivers, must be altogether in their original plastic holder.
The inside of the 6pt ¼” socket was rounded out and would strip the nut.
They did replace it, the whole set, but only after going through all their hoops.
Compare to Sears! Hand the single piece to the clerk. They through it in a box and hand you a replacement. Out the door you go. True no questions asked guarantee.
Again the Kobalt guarantee, it’s a Joke!
Dustin Daniel
I have a older Craftsman3/8s drill will they replace it with the same model ?
Chris Cornelius
I have a couple of craftsman 1/2 inch drills and occasionly use them around the house. My one drill started making noise so I stopped using it because it locked up all together. Used the other one for awhile and went back and tried the one that was locked up and it ran for sometime and locked up again. I don’t think I abused them at all, just things around the house. Been pretty good up until the one locked up. Have noticed lately the batteries don’t hold a charge like they used to. Probably as expensive to get it fixed as buy a new one. Any ideas, and why did it work again after it sat for sometime.
Stuart
It’s hard to say without inspecting the tool. As for the batteries, NiCd and Li-ion battery packs are considered wearable components that typically need to be replaced every few years or every xx-number of charging cycles.
angel
Why is it that power tools don’t have a lifetime warranty
Jaronamo Cone Jr
I’ve spent a fortune on Craftsman tools,and truthfully the batteries only last about 3 months,if you leave them on charge, game over,and if you don’t, you’d better check them before any DIY projects, or you may have to postpone.
….sadly ,Ryobi same….
Make sure you have a generator or inverter, and your bag of electrical tools.
D. Wilson
1975 craftsman screwdriver to be replaced “life time warranty”. Warranty people wouldn’t even start to replace because I had too many “return labels”
Requests. Part #’s only no (9) or cmht prefix on handle. I’ve returned too many worn out phillips and flat blade screwdrivers over the years I guess. 78 year old blacksmith/ mechanic.
Carlos
Harbor Freight Tools has a Lifetime Guarantee on their Pittsburg line of hand tools. Their tools are not that high grade as for daily professional use but for intermittent use for the DIY’er it’s not that bad of a deal. If you need really precision tolerances then you might want to steer away from them type of tools.
I’d like to buy exclusively American made tools but the price/availability isn’t there…
Harry West
Black and Decker owns DeWalt. Their products are made in Mexico but assembled in the US. so they can carry the Made in USA label. I worked for a company that made parts for their hammer drill. We got the rotary part from China as required by Black and Decker I wont ever buy tools from them again.
William Spradlling
My Craftsman tools went thru a forest fire, the sockets finish was gone and starting to rust, the ratchets were locked up and aluminum parts melted. Sears refused to honor the warrantee. Friends who bought their tools at Harbor Freight had their tools replaced under their warrantee. A life time of giving preference to craftsman is over, I will be buying replacement tools at Harbor Freight.
john lunetta
are you kidding? why should anyone except your insurance company have to replace items damaged in a forest fire, hope we never have a nuclear attack , the return lines will be endless.
Eric
The craftsman name joined the list of brands that used to mean something at least 20 years ago. I was a huge fan for many years but know I don’t care to buy anything from kmart.
andrew
i own a 1963 chevrolet c20. i bought it this year and am trying to restore it. it has some surface rust but under the truck it has really thick rust. i bought a natabo saw and was going to sand it5 wih that but was told it woulddamage my truck i want to buy a sander what should i get where can i get it and how much will it cost? -andrew.
Santiago Bartolomey
I have a craftsman drill I can take the drill bit off its in there it snug tight in there can that be fixed I had the drill for a while I use it when I need it , It still works very well
It’s just the bit won’t come off any advise. Thanks santiago
Harvey Gillingham
I have a craftsman socket ratchet 3/8 drive which has a lifetime warranity on it the number on the ratchet is 943796
C M Legnetti
Craftsmen Used to be a good tool & one time decades ago the toggle switch on the ratchets were metal, but no more it’s plastic & its crap. I buy snap on Can’t be bothered with amateur tools
Robie mcmillen
You was able to return it power tool at the store know you have to go through there website and you can’t get to the website to open
Anthony Grosshans
I received a Craftsman (maybe made by Schrade) 3-blade stockman-type pocket knife from my grandfather. The large drop-point blade is broken … missing about half an inch from the tip. Any suggestions on where to search for repairs (or perhaps replacement of that blade altogether)?
Lauren
I have a 4pc masonry drill set made carbide tipped spiral flutes bright nickel plated 6″ like from 67, I think being that 9-6734 was model number and my educated guess. Is there any warranty on stuff that old and being an a power tool attachment?
Isaias
No warranty on drill bits
Rusty
I accidentally cracked the screen on my 2 ft digital level. Is it covered with warranty?
Stuart
Their warranty does cover digital levels:
Since a cracked screen is more likely to be user damage, and not a defect in material or workmanship, they might not replace it, even if you’re in the 1-year warranty period. It could be worth a try.
david busch
I have a craftsman leaf blower. It is about (5-6) years old. I have not abused it. It just will not start… I have tried everything I can think of and it will not start. Is it covered under the “craftsman guarantee for life” program?
Jimmy
No, not even close to being in warranty. Only a 1 yr limited warranty on those.
John Riley
I have purchased countless Craftsman tools over the years for both my home and my restoration shop. I discovered their Pro-series a few years back and started replacing everything with their P.S. tools. Recently I shattered the tip of a screwdriver trying to remove a #8 screw from the trim of a headlight bezel. When my wife tried to exchange it, they didn’t have Pro-series any longer and wouldn’t acknowledge the cost difference I paid. Also, took back a 1/4″ drive P.S. ratchet which they wouldn’t exchange. Said we would have to come back when they had someone there that could “rebuild” it. More than an hour round trip….I think I am going to have to start rebuilding my toolbox with Snap-on or Cornwell tools.
Greg
Are craftsman toolboxes covered under lifetime warranty
Jimmy
No, they are not.
James Robinson
Are batteries for 19v lithium drill a warranty item
Stuart
Yes – according to the warranty, which is linked to in the post, they’re covered for one year and warranted against defects in material or workmanship.
Ronald wallace
is the charger warranted for life
michael mccleery
What type of warranty does a Craftsman air ratchet have, full lifetime or limited warranty? What about hand (non-powered) tools? I have many, many air tools that need replaced from time to time and all I have done for the past 50 years is to take them to a Sears store and they would be replaced. No receipt required. Now they cannot be replaced? (According to my Sears Hardware Store) And all my tools that used to be warranted are no longer? This was my only reason to purchase Craftsman tools. And how am I expected to keep a receipt after 50 years?
Jimmy
Air tools are 1 year limited.
ronald hamerik
have a air rachet that i got as a present in april,quit working 10 months later,went online and told to go to sears niles ohio.told them i got as a gift and didnt have a reciept.they said they checked and couldnt find anything ,so i said if not replace it,lets get it repaired,says dont repair them,and they dont send out,which now im pissed.they dont replace or repair something that still under warranty is bullshit.i am boycotting craftman tools and word of mouth goes a long ways!
Mike hemsath
Does the replacement warranty apply to lawn mowers?
Jimmy
No, obviously.
Bryan
I have a 1/2 craftsman hammer drill, the switch is broke and won’t stay in drill mode it keeps popping back into hammer mode other than that the drill functions nice would this be covered under the lifetime warranty
Peter
Hello I have a 1hrs power craftsmen’s 15″ drill press. The spindle arbor and chuck broke off. Is the drill press covered under the life time warranty?
Stuart
Unlikely. Power tools are covered under their own limited warranty periods. You could try contacting the warranty or parts department to see what they can do for you.
Ray
Long shot here I know.
I threw some new wrenches and screwdrivers (wrapped in a canvas tool pouch) into the trunk of my car about4 years ago & promptly forgot about’em. Sold the car 2 weeks ago and when I pulled the hand tools out of the trunk they had rusted.
Covered?
Ray
Stuart
Depends on the customer service rep.
Head to your nearest Sears store and see what they can do for you.
I once had an older stubby 3/8″ and 5/16″ double-ended wrench that was worn and rusted. My local Sears store let me exchange it for a 3/8″ full polish combination wrench.
I don’t think rusted tools are supposed to be covered, but sometimes it’s up to the customer service rep’s discretion.
A couple of years ago, there was a story where a customer had to jump through hoops to get sockets with light surface rust replaced: https://14cyiuhvcgv.com/sears-vp-stands-behind-craftsman-guarantee/%3C/a%3E%3C/p%3E
Ray
Thanks, that was my gut plan. I have learned that if you don’t at least ask the question – the answer is always no.
Thanks for the reply.
Mike
This type of situation is what lead to the problems described in your earlier article. Sears issued a memo specifying what was covered and what was not. There was a specific exclusion for tools that were rusty that was poorly worded. The intent was to exclude exchange for tools that were rusty but otherwise serviceable. Due to the wording, many managers and sales associates thought it meant tools with ANY rust were no longer under warranty. The text was leaked and I have read it, but I cannot find it at this point.
That’s kind of a long winded way of saying tools aren’t supposed to be exchanged just because they are rusty. But, frankly, most of the times I exchanged tools the salesman neither asked what was wrong nor bothered to check if the numbers matched. The tools were whisked off the counter before I could explain anything and tossed into a bin.
Chromed tools tend to look much worse than they really are, anyway. A wipedown with CLR followed by rinsing and oiling usually cleans them up nicely.
Finnegan
THAT customer was not trying to get his sockets replaced because of rust, Stuart. They were rounded and could not be used. The rust came later due to a faulty*Craftsman* tool box leaking. Your previous response was very misleading. Link or no link.
Diann
I have a craftsman tape measure that is at least 20 years old. It won’t completely retract now. Is that covered under the life time guarantee ?
Joe
Recently tried to return some craftsman arc joint pliers. I’ve had them for about 15 years and now they are worn and starting to slip. These were good pliers and I’ve had no problems with them until recently. When I tried to exchange them for warranty I was told the craftsman name was warn off them and they could not exchange them. So much for life time guarantee.
Rick T.
My floor jack doesn’t hold anymore, is it guaranteed?
Greg
No. Floor jacks have 1-year limited warranty. Read the box next time you buy something. Every single Craftsman product sold will tell you what the warranty is on the package.
Pat
I have a 14″ Sears Craftsman electric chainsaw that I purchased about 1975- 1976 & it recently started shorting out… I remember being impressed that it had a “lifetime satisfaction” guarantee when I got it. Do I remember right?
Matt B
Anyone know if a Craftsman pump sprayer would be considered a hand tool? Mine spews more out the “seal” than out of the hose and it’s going in the garbage if I can’t get a replacement
Rick
I have a craftsman 1/2 inch drill with a keyless chuck that never would hold the drill bit in. Since I waited over a year to say anything their lifetime warranty is no good. Good bye Sears.
Greg
Rechargeable batteries are not covered by lifetime warranty. One year warranty only.
Greg
You should have taken it back immediately during the 1-year warranty period and they would have replaced the drill. So, you say “Good bye Sears” because you waited too long to take advantage of the warranty that covered your product??? How is that Sears’ problem? There is no lifetime warranty on power tools, hand tools only!!! Your post makes it obvious that you are confused about a 1-year notification period and a lifetime warranty. Lifetime is lifetime, not notifying them within a year has no impact on a hand tool covered by lifetime warranty.
Pete camarillo
I have craftman 12.0v drill with lithium battery’s but not charging any more model # 320 29005 sears say is lifetime warranty but when I went to the store here in Del rio Tx 78840 they tell me was to old and is no warranty what I can do to take care this thank you Pete. Camarillo
Tiger
I was wondering what the warranty status of Diehard’s Rechargeable batteries was these days. They said when I purchased them (10-20 years ago) that they had a “Lifetime Warranty”. Now I have a bunch of batteries that will not hold a charge. We talking AA, AAA, 9-volt, & D-cells. Plus, they have ONLY been recharged with the Sears recommended Diehard charger, which I bought with them at the same time. Any suggestion of which specific department to speak with about a warranty claim??
robert stewart
I broe my pliers,they came in a set I think the number is E S S 475 I would like a new pair,my address is [redacted].thank youfor your time
Stuart
Please don’t post your address here. Your best bet is to take your broken pliers to Sears.
karen erickson
I have a Craftsman multi-meter that will no longer power up. The battery terminals are corroded, and I’m sure it’s not covered under warranty, but is there anything I can do about this condition?
Harold
I have. 75th anniversary craftsman 2.4v cordless screwdriver that won’t charge anymore. Is it cover under any warranty anymore?
Jay
I have a craftsman chop saw that exploded while using it. It’s about 14 years old. Would that be covered by a warranty?
Greg
Power tools do not have a lifetime warranty. No company is going to warrant a power tool for life. What is wrong with you people thinking that a power tool is covered for life???
larry harwood
what bout tape measures I got old craftsman power return tape 39102-10ft with button you push in center of tape it says on front got add two inches inside measure made in usa on back thanks
Greg
Craftsman no longer produces tape measures. Sears has a process in place to issue you a gift card to purchase a comparable tape measure made by a different manufacturer (Stanley, etc.)
Andrew
One thing that reading the article, the supplemental warranty page, and all of the replies has shown me… the less literate the tool owner, the more entitled.
Woody
I have a jig saw and circular saw that I bought over 35 years ago from Sears, I was 16 and just starting to make custom furnishings. Both tools STILL work and I use them regularly but the cord on the jig saw is hardening, making it difficult to maneuver safely and the chuck is hard to tighten on the blade. The blade safety guard ‘catch tab’ on the circular saw broke during use in cold weather last year and will no longer catch the edge of the wood when trying to make a cut. You have to hold it open (to expose the blade), start the cut and hope your finger is still there *YIKES*.
So how does the Life Time Warranty on tools purchased long before the 1 year warranty became the fallback for Life Time? When I purchased these tools there was no such thing as 1 year or extended warranty. I love my tools and take exceptional care of them and dread replacing them with the new and (sic) improved disposable power tools but have to do something. I would hope Sears would honor legacy Life Time buyers but doubt an associate would even recognize that most of my tools are older than they are. My closest Sears is now 3 hours away, one way, so dropping in to the ‘local’ store is not an option.
I had never had any issues getting a tool repaired or replaced, including power hand tools, but I think that was more because my store (now closed) and tool rep (now dead) took extreme pride in serving tradesmen who spent 10s of thousands of dollars on Craftsman Tools because they were the best. Sorry, I almost jumped on my soapbox. Thanks for any decent input from other commenters and for the trolls that are looking for fodder, MSNBC is just one click away.
Stuart
Generally, from what I heard about tape measures and other tools that switched from a lifetime guarantee to something else, you might get a one-time replacement of a comparable current tool. It might require talking to a manager. The worst that happens is that they tell you “no” and send you on your way.
Woody
I am hoping for a one time courtesy replacement. I try to consolidate my trips and just haven’t had a need to make the long drive to my nearest store yet. I will follow up with my experience if I can get there before Sears closes this store too. I have a feeling I will have to replace them with something other than Craftsman but like you said, until I try I just wont know.
Thanks Stuart.
Stanek
I have a craftsman chainsaw that I bought several years ago but have only used a few times. Reason being when I do use it, it cuts for a little bit and stops working? Can I get this replaced?
Bill Carlisle, Jr.
I bought an Air Impact wrench at a Sears store in Cabot, Ar. about 2 years ago and yesterday it stopped working while trying to remove a bolt from my lawn tractor. Took it back to the store and the lady that runs the place has a horrible attitude. She wears a “Navy Mom” t-shirt (I was Navy during Vietnam). Asked for a replacement or a refund and was told without a receipt she wouldn’t stand behind the product guarantee. I dropped it on the floor and was told to leave. I have spent several thousand dollars in that store ($2500.00) for a 54″ Craftsman Riding tractor around the same time I bought the ratchet. I will never shop at a Sears store ever again. I can finally see why “Sears” is going out of business!! Bill/501-348-0291
Mike V/SERGEANT USMC
Hello,
I have a Crafstman Reinforced aluminum frame 48 in. Box Level, with the gear symbol that reads GUARRANTEED FOREVER.
I purchased it around 1997, and have searched the VAST INTERWEB, for even a pic of said level… no avail.
Anyways, to the point, came home from deployment to Afghan in 2012, to find this sweet Level has a slight bow in it. No longer true Level. Since this is discontinued am I SOL?
Thanks in Advance
SEMPER FI!
Stuart
You should be able to go to your local Sears and ask for a replacement. Worst case scenario, the associate says no and you have to ask for a manager. If they say no too, which is unlikely, ask for a store manager to explain why they are refusing to honor the guarantee.
ERIC C.
i have a craftsman buffer that i ve had about a year and a half. used it on 4 separate occasions, otherwise its been stored away until needed. this last time i used it stopped spinning with a loud clicking sound (suspect the gear has stripped inside ). would this be warrantied for repair? and if so do i take it back to the local sears i purchased it from or contact a different dept.? any help is appreciated, thanks
Stuart
That would likely count as a power tool, with a 1 year warranty. I don’t think they would or could do much for you, sorry. But you can try.
David Ferry
I have a Craftsman Router I bought in Sept 2017. I can’t find anyway or anyone to contact for repair or replacement. Craftsman’s phone line sends me to Sears Home Services who tells me to call Craftsman. Any Suggestions?
Stuart
If you know the model number I can see if I can find the OEM.
You could try asking them on social media.
David Ferry
Here are the numbers I have:
MFR#27683
Part#00927683000
KSN#2896672
Thanks
Stuart
I’m told that you should try to contact [the new] Craftsman customer service at 888-331-4569 .
I hope this helps!
Dan Zessin
I have a one horse motor off of a sears craftsman 10 inch bench saw. The motor no longer works. It just homes. The model number for the motor is 113.12201. His replacement of a one horse motor covered under warranty?
The saw is probably 30 years old. I’m just hoping for a lifetime warranty.
Stuart
Probably not. I don’t know about 30 years ago, but in recent years power tools had a 1-year warranty, or something to that effect.
Common sense
It’s crazy the stuff people want to turn in under a warranty that is meant to be the equivalent of a lemon law, if you happen to get a bad forge on a hand tool or it breaks under normal use then Craftsman will replace it but some people act like the warranty should serve as insurance, buy it once and if you ever wear it out or complain we’ll give you a new one. No company could stay in business giving away merchandise for ever little thing that normally wears out saw blades electric motors ie power tools of any sort they have a life limit they wear out no company will ever offer a complete life time warranty on things that just normally wear out it’s like asking if sandpaper has a lifetime guarantee, no consumables never will.
Metricman
I had these posted at another location on ToolGuyd and thought my observations would be applicable here as well. Maybe even more so.
Aug 21, 2018 at 5:23 pm
Took some Craftsman Tools to a local Lowes this past weekend. A Lowes Sales Associate told me they would not warranty Craftsman Tools purchased at Sears and I had to go back to Sears. Well Crap, Our Sears was one of the many that has closed. Tried to call Craftsman after getting their phone number online to see what I could get in writing to show Lowes about any warranty proclamations that may have been made by Stanley about Craftsman Tools representation. After being transferred to 5 people at Craftsman, who were clueless about what I was asking and trying to get, I hung up. Not sure what any one else is experiencing on warranty with Craftsman and Lowes but this is BS. Guess I will need to go a different tool line. Stanley needs to step up on this warranty stuff or their acquisition of the Craftsman line will be a useless business venture. I’ll sure think twice before I buy the name again!
Aug 24, 2018 at 2:07 pm
An update to my previous post about going to Lowes for warranty…
Found a Kmart to go to to try to replace my broken Craftsman hand tools. The Kmart Sales Associate informed me that I would have to take my Craftsman tools to Sears for warranty since I had purchased them from Sears. Same answer I had received from Lowes. The closest Sears is 80+/- miles away since ours closed. Guess it will be awhile before I will be able to get them replaced. This is very frustrating. Good luck to those who own Craftsman tools. I hope Stanley will modify their warranty considerations to accommodate those of us with no local recourse. For new buyers, better take these type events into consideration before purchasing.
Chris
Took in a handful of screwdrivers, they said they would NOT trade any of them due to neglect. Many were over 50 years old. Been keeping them in a bucket till I got enough to take into town. Been a Craftsman customer for over 50 years.-ENDING TODAY-09-11-2018!
David J Webb Sr.
I have a craftsman snowblower 22″. Bought it about 2008. Worked until we had a heavy wet snow this year. Now the blades only turn with no pressure on them.
Don’t know what to do as Sears is closed and going thru bankruptcy.
Probably tear into it and replace the trans on the blades.
When the warranty came with a receipt requirement the whole store went to hell.
There is a reason to buy a product. It is the name.
When Sears sent the name south they destroyed themselves. You buy Harbor Freight because you lose tools. Those are easily replaced cheaply. You don’t buy anything that goes south in the first few times of using.
I won’t buy several brands that Harbor carries for that reason. If it dies too soon then the brand is history.
Wilma
I have a craftsman belt sander and a craftsman table top sander. I bought many years ago. Is there any warranty for them?
Stuart
Probably not.
Wilma
Fantastic!
Wilma
Fantastic! Thank you for letting me know!
JAMES ROWE
Went to Lowes, they had the Craftsman telephone number posted on their board. Called Craftsman and they replaced a socket which split and much later a 1/4″ socket wrench which had frozen. Both handled over the telephone with no problems or need to turn-in the broken items.