Just wanted to share my experience with a product I previously considered BIFL.
The Ace Brand products are supposed to be covered by the Ace lifetime warranty which states: "Our hand tools carry a Full Lifetime Guarantee and all other Ace Private Label products are stamped with a Satisfaction Guarantee. If an Ace Private Label product fails to meet your satisfaction, simply return it to the Ace Hardware store where you purchased it for a free replacement."
I brought in a defective Ace adjustable wrench to my local Ace expecting a easy replacement. The manager explained that their store does not honor the Ace Promise/Warranty and told me to contact Ace corporate if I had further questions. I thought he was mistaken so I argued with him for a few minutes but he wouldn't budge.
I left and called customer service. They explained that the Ace stores are individually owned and they self manage their return policies. Okay... so I asked how I can get my wrench replaced if my local Ace store wouldn't replace it, and asked if they could replace it. They told me that they can't and that I should try a different Ace Hardware store! Problem is, I live in Hawaii and I don't have unlimited Ace stores to find which store will honor the Ace warranty (if any).
I asked the customer service rep to forward my issue up the chain to see if anyone could help, which she told me she would do.
Submitted January 19, 2017 at 09:32PM by tai1983 http://ift.tt/2jEMJ1B
