Facom Tools Warranty appears to be is worthless
Discussion
Has anyone else had a problem with Facom warranty?
I've bought lots of Facom over the years and always found the product to be good quality, I'd never raised any warranty claims before.
I have a R2a 1/4" socket set where the plastic handle is coming off the 1.4"spinner, it was one of the first tool i bought from facom circa 15 years ago.
Facom seem proud to offer a life time warranty, using emotive terms like "60 years of shared trust".
After jumping through several call centre hoops, which are a call centre in Asia (Thailand I think), which then directs you to 3rd party In the UK who insists on a written authorisation from Facom Warranty team via a team at Stanley black and decker.
After contacting Stanley Black and Deckers warranty team for Facom they ask for pictures to validate.
After having the pictures they send a response in 10 minutes! ( ok yes Im cynic but did the manager of the department really review my email and respond in 10 minutes?)
Good afternoon Will,
I have attached details of the warranty terms which confirms that the FACOM guarantee takes the form of an exchange or repair limited to replacement of the faulty parts in accordance with the terms and conditions specified within the attached document.
It also confirms the exclusions under the warranty terms which includes normal wear and tear of products.
Handles can deteriorate and be adversely affected as a result of a number of factors over a period time. I have provided some examples below or reasons why this can happen but please note that this is not a fully exhaustive list of reasons why this could happen:
- exposure to various chemicals such as lubricants, adhesives, oils and greases
- moisture exposure - which can soften materials
- friction build up through general use
Taking into consideration that the product in question is roughly 15 years old, the issue raised would be considered normal wear and tear as if defective materials had of been used on the product, it is deemed that it would have suffered material failure much sooner than the 15 years for which you have owned this product. This would also be the case for the box for which the set is provided in.
Whilst I appreciate the outcome provided will not be the one you were hoping for, I trust your understanding that the decision provided is in line with the attached FACOM warranty terms.
Kind regards,
Andy
Andrew Fisk
Group After Sales Manager UK & ROI
I've bought lots of Facom over the years and always found the product to be good quality, I'd never raised any warranty claims before.
I have a R2a 1/4" socket set where the plastic handle is coming off the 1.4"spinner, it was one of the first tool i bought from facom circa 15 years ago.
Facom seem proud to offer a life time warranty, using emotive terms like "60 years of shared trust".
After jumping through several call centre hoops, which are a call centre in Asia (Thailand I think), which then directs you to 3rd party In the UK who insists on a written authorisation from Facom Warranty team via a team at Stanley black and decker.
After contacting Stanley Black and Deckers warranty team for Facom they ask for pictures to validate.
After having the pictures they send a response in 10 minutes! ( ok yes Im cynic but did the manager of the department really review my email and respond in 10 minutes?)
Good afternoon Will,
I have attached details of the warranty terms which confirms that the FACOM guarantee takes the form of an exchange or repair limited to replacement of the faulty parts in accordance with the terms and conditions specified within the attached document.
It also confirms the exclusions under the warranty terms which includes normal wear and tear of products.
Handles can deteriorate and be adversely affected as a result of a number of factors over a period time. I have provided some examples below or reasons why this can happen but please note that this is not a fully exhaustive list of reasons why this could happen:
- exposure to various chemicals such as lubricants, adhesives, oils and greases
- moisture exposure - which can soften materials
- friction build up through general use
Taking into consideration that the product in question is roughly 15 years old, the issue raised would be considered normal wear and tear as if defective materials had of been used on the product, it is deemed that it would have suffered material failure much sooner than the 15 years for which you have owned this product. This would also be the case for the box for which the set is provided in.
Whilst I appreciate the outcome provided will not be the one you were hoping for, I trust your understanding that the decision provided is in line with the attached FACOM warranty terms.
Kind regards,
Andy
Andrew Fisk
Group After Sales Manager UK & ROI
From this page, are they (trying to) get out on the 'worn out but still functional' state?
https://www.2helpu.com/FACOM/GB/en-GB/Article/GetA...
https://www.2helpu.com/FACOM/GB/en-GB/Article/GetA...
Do you have a local dealer you can visit instead of having to do online or by phone?
I broke a Halford Professional ratchet a few years ago and took in to my local branch who swapped it for a new one without quibble.
I broke a Halford Professional ratchet a few years ago and took in to my local branch who swapped it for a new one without quibble.
Krikkit said:
So you've worn it out? After 15 years it doesn't seem unreasonable to expect you to buy a new one.
If wouldn't be unreasonable if it had a 10 year warranty, but if something has a lifetime warranty then yes it is unreasonable to expect you to buy a new one.RizzoTheRat said:
Do you have a local dealer you can visit instead of having to do online or by phone?
I broke a Halford Professional ratchet a few years ago and took in to my local branch who swapped it for a new one without quibble.
This isn't broken, it's just worn out.I broke a Halford Professional ratchet a few years ago and took in to my local branch who swapped it for a new one without quibble.
Krikkit said:
So you've worn it out? After 15 years it doesn't seem unreasonable to expect you to buy a new one.
If wouldn't be unreasonable if it had a 10 year warranty, but if something has a lifetime warranty then yes it is unreasonable to expect you to buy a new one.The lifetime warranty is that you can use it until it's worn to the point of uselessness and not suffer a premature failure. e.g. the ratchet mechanism fails. In this case the OP has had 15 years of use out of it.
RizzoTheRat said:
If wouldn't be unreasonable if it had a 10 year warranty, but if something has a lifetime warranty then yes it is unreasonable to expect you to buy a new one.
Well, as the handle has worn out, I'd say it has reached the end of its life and therefore the lifetime warranty has expired. It hasn't broken through any manufacturing fault or poor design.Most mechanics buy tools from certain sources because they a lifetime warranty. eg Snap-On Facom Mac etc.
The problem is the Marketing of Lifetime warranty isn't being honoured not the value of the item which is inconsequential in this case.
If you are used to buying premium tools with a lifetime warranty at twice the cost of other tools similar tools then what you are buying is service and its appears that this isn't being delivered.
The problem is the Marketing of Lifetime warranty isn't being honoured not the value of the item which is inconsequential in this case.
If you are used to buying premium tools with a lifetime warranty at twice the cost of other tools similar tools then what you are buying is service and its appears that this isn't being delivered.
Krikkit said:
RizzoTheRat said:
Do you have a local dealer you can visit instead of having to do online or by phone?
I broke a Halford Professional ratchet a few years ago and took in to my local branch who swapped it for a new one without quibble.
This isn't broken, it's just worn out.I broke a Halford Professional ratchet a few years ago and took in to my local branch who swapped it for a new one without quibble.
Krikkit said:
So you've worn it out? After 15 years it doesn't seem unreasonable to expect you to buy a new one.
If wouldn't be unreasonable if it had a 10 year warranty, but if something has a lifetime warranty then yes it is unreasonable to expect you to buy a new one.The lifetime warranty is that you can use it until it's worn to the point of uselessness and not suffer a premature failure. e.g. the ratchet mechanism fails. In this case the OP has had 15 years of use out of it.
It's not defective or faulty, it's simply been used and worn in the grip area. It's still functional.
No one expects a bumper to bumper warranty on their car to cover tyres and brake pads do they?
boyse7en said:
Well, as the handle has worn out, I'd say it has reached the end of its life and therefore the lifetime warranty has expired. It hasn't broken through any manufacturing fault or poor design.
Mac Facom Snp on Etc market a lifetime as being as long as the first person who bought it, that is standard with professional grade tools. Edited by Willgt3 on Monday 8th August 15:52
bigandclever said:
From this page, are they (trying to) get out on the 'worn out but still functional' state?
https://www.2helpu.com/FACOM/GB/en-GB/Article/GetA...
They are trying to get out it by saying that the plastic handle wold only fail if there was a problem at manufacture in the first 5 years, and after that its just wear and tear. https://www.2helpu.com/FACOM/GB/en-GB/Article/GetA...
mat205125 said:
This!
It's not defective or faulty, it's simply been used and worn in the grip area. It's still functional.
No one expects a bumper to bumper warranty on their car to cover tyres and brake pads do they?
FACOM's guarantee is fully part of the brand's commitment to its clients. It ensures total satisfaction with Facom products.It's not defective or faulty, it's simply been used and worn in the grip area. It's still functional.
No one expects a bumper to bumper warranty on their car to cover tyres and brake pads do they?
To guarantee the quality of its products, over the last 60 years FACOM has implemented a free replacement or repair warranty of its products without any time limit*.
A specific organisation was implemented by FACOM to manage and follow up returned products, which allows to be as responsive as possible to client requests:
Returned products are first managed by the distributor network, entrusted with applying FACOM's warranty and replacing items on stock.
Daily processing of returns within FACOM, by an 18-person department dedicated to applying the warranty.
https://www.facom.com/uk/services/facom-guarantee/...
Edited by Willgt3 on Monday 8th August 19:40
They said:
A specific organisation was implemented by FACOM to manage and follow up returned products, which allows us to be as responsive as possible to client requests:
They meant:
A specific organisation was implemented by FACOM to manage and follow up returned products, which allows us to wriggle out of as many warranty claims as possible
A specific organisation was implemented by FACOM to manage and follow up returned products, which allows us to be as responsive as possible to client requests:
They meant:
A specific organisation was implemented by FACOM to manage and follow up returned products, which allows us to wriggle out of as many warranty claims as possible
I bought a set of either Facom or MAC extractors, (I can’t remember which) off of the local MAC tool truck. A couple of weeks later I had one snap on me whilst using it, (which made getting the snapped stud out even more difficult 
)
My local MAC agent gave me a full refund on the spot. Mind you, I was expressing my displeasure in rather frank terms
)My local MAC agent gave me a full refund on the spot. Mind you, I was expressing my displeasure in rather frank terms
This won't help you directly, not least because it all took place in other countries, but:
My Dad bought a Facom toolbox when I was single-figure age some time in the 1980s. He then used it actively for the rest of his life.
About 5 years ago, having in the intervening 40 years moved to another country, something gave way (not sure, but I think a ratchet extension).
He took it to the local Facom dealer and asked if they had one in stock that he could buy. They had a look at it and said "Lifetime guarantee: here's your free replacement."
Sadly, he died earlier this year. Before that, there was a huge clear-out of his garage, but the Facom toolbox is now in my brother's care.
My Dad bought a Facom toolbox when I was single-figure age some time in the 1980s. He then used it actively for the rest of his life.
About 5 years ago, having in the intervening 40 years moved to another country, something gave way (not sure, but I think a ratchet extension).
He took it to the local Facom dealer and asked if they had one in stock that he could buy. They had a look at it and said "Lifetime guarantee: here's your free replacement."
Sadly, he died earlier this year. Before that, there was a huge clear-out of his garage, but the Facom toolbox is now in my brother's care.
Thanks for all the comments.
I understand the comments of why is this guy worried (me) about a £10 1/4" handle, I get that you it's not worth the life cost etc of worrying about it and its 15 years old etc...
On the other hand what gets me is over the last 20 ish year i bought alot of Facom as it specifically came with a lifetime warranty (otherwise Id just buy Draper etc),Ii bought it because of this at a price point because it represented a once purchase in my lifetime.
Any way the out come after a couple of calls with Andrew @ Facom following his email above is that they are going to replace it.
The key to this was mentioning the Facom website describing what warranty is (https://www.facom.com/uk/services/facom-guarantee/FACOM-Guarantee.html). It appears the old French view of warranty which on the website in the GB area where it mentions a team of 18 people managing warranty is the French team and nothing to do with the UK. The UK terms (or Stanley/BlackDecker) are a lot more focused on wear and tear exclusions and proving that it was a material defect at the the point of manufacture.
Andrew has pointed out they got allot of fraudulent claims and I can appreciate that.
And it seems the UK terms of warranty are adjusted to a Stanley Black And Decker view of warranty of Facom. I might have misquoted but that's seems about the some of it.
Any way done and dusted a new tool is coming from France and my old man frustrations dealt with.
I'm happy now, and if anyone gets in to the same issue maybe this will help them.
I understand the comments of why is this guy worried (me) about a £10 1/4" handle, I get that you it's not worth the life cost etc of worrying about it and its 15 years old etc...
On the other hand what gets me is over the last 20 ish year i bought alot of Facom as it specifically came with a lifetime warranty (otherwise Id just buy Draper etc),Ii bought it because of this at a price point because it represented a once purchase in my lifetime.
Any way the out come after a couple of calls with Andrew @ Facom following his email above is that they are going to replace it.
The key to this was mentioning the Facom website describing what warranty is (https://www.facom.com/uk/services/facom-guarantee/FACOM-Guarantee.html). It appears the old French view of warranty which on the website in the GB area where it mentions a team of 18 people managing warranty is the French team and nothing to do with the UK. The UK terms (or Stanley/BlackDecker) are a lot more focused on wear and tear exclusions and proving that it was a material defect at the the point of manufacture.
Andrew has pointed out they got allot of fraudulent claims and I can appreciate that.
And it seems the UK terms of warranty are adjusted to a Stanley Black And Decker view of warranty of Facom. I might have misquoted but that's seems about the some of it.
Any way done and dusted a new tool is coming from France and my old man frustrations dealt with.
I'm happy now, and if anyone gets in to the same issue maybe this will help them.
Edited by Willgt3 on Monday 8th August 16:50
Edited by Willgt3 on Monday 8th August 19:45
Bodo said:
I bought this from Facom in 2000:
In 2017, I discovered that the handles were getting brittle, and the outer plastic fell off.
I called Facom customer service, explained, and they asked me to send a picture and provide my address.
A week later this arrived w/o cost:
Thanks interestingly this is the same type of handle that's failed in the same way..In 2017, I discovered that the handles were getting brittle, and the outer plastic fell off.
I called Facom customer service, explained, and they asked me to send a picture and provide my address.
A week later this arrived w/o cost:
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