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How should we handle warranty claims without recieving the tool before we send out a new one. you say that Craftsman and SK walk the walk. Do they ship new tools to their customers sight unseen on a warranty claim?
You seem very dissapointed with our service... What would an acceptable resolution be to this situation. Realize we cant just send out product based on someone telling us their tool is broken. If we did this it would open the door wide open for people multiplying their single purchase into multiple free tools. We have to inspect the tool, not just for the claim but we need to make sure we keep track of if the tool didnt live up to our standards.
Sears does not walk the walk as you put it. A couple years ago they updated thier computer system and not all tools that had lifetime warrenties do now. I have a Craftsman torque wrench and bolt cutters that were lifetime when I bought them. The newer models are 90 days. They refused to replace mine when broken because I do not have the original package that says lifetime on it and thier computers do not have the older model # in them to show the age and warrenty.
In addition to things changing at Sears, you might note that neither Sears, Snap-on, or anyone else that I have known has ever replaced a tool just on the customer's say-so. You always have to give them the tool that failed!
But wait, isn't that what Ridgid is asking you to do; just return the damaged tool and they'll replace it? So, "Walking the Talk" is no different between any of the companies you mentioned, including Ridgid.
But you're refusing! So, I guess the only one not living up to the "agreement" is you.
Where did that come from and what exactly does it mean? Perhaps It's possible that I learned a local revision of that phase. In our TQM we referred to it as "Walk the Talk" or "Walking the Talk" which meant, "Don't just say you're going to do it, but actually put into practice"
But I do appreciate the update, if everyone else knows it as "Walk the Walk and Talk the Talk", then my version must sound a bit stupid.
It is indeed Walk the Walk, Talk the Talk. Unfortunately, TQM people and a lot of other so-called "experts" or "consultants" from the X and Y Gen, who thought they knew EVERYTHING (when in fact they were so dumb, they didn't know exactly how dumb they were) bastardized (hope use of that word doesn't get x-ed out) the phrase to become the illegitimate version "Walk the Talk." It is supposed to mean that you do what you say you're going to do. In business parlance, however, it just shows how dumb you are that you can't get the phrase correct. One could go on forever with these bastardized statements, because there's a whole host of them that have sauntered their way into bizspeak. BTW, do you know the definition of a consultant? It is somebody who comes from more than 100 miles away and has slides (or a power point presentation). Take care.