Northern Tool customer service - F-Body Road Racing and Autocross Forums

I bought a rivet nut insert tool from Northern Tool retail store.

After the 2nd rivnut, the tool broke. It was right at the pivot point where the metal is the thinnest, and probably has the highest stress.

They offered to let me exchange it, but they were out of stock and no idea when more would arrive.

I NEEDED the thing.

So, I tried "fixing" it ... it lasted for 2 rivnuts ... (IMG:http://www.frrax.com/rrforum/style_emoticons/default/nutkick.gif)

So, I ordered one from NT on-line and paid for 2nd day air ...
6 days later it arrived (IMG:http://www.frrax.com/rrforum/style_emoticons/default/banghead.gif)

I e-mail and complain and was refunded the difference between 2nd day and regular shipping.

After about 20 or so rivnuts, this one broke ... (IMG:http://www.frrax.com/rrforum/style_emoticons/default/rant2.gif)

I e-mailed the same CSR and explained ... she responded with "your card has been credited the full amount. No need to return the tool, just destroy it.

Wow! They didn't even want to see it to make sure I had actually broken it. I was surprised ...

mitchntx View Member Profile	Apr 9 2005, 07:42 AM Post #1
Nothing says 'I love you.' like a box of Hydroshoks Group: Moderators Posts: 5,284 Joined: 23-December 03 From: Granbury, TX Member No.: 4	I bought a rivet nut insert tool from Northern Tool retail store. After the 2nd rivnut, the tool broke. It was right at the pivot point where the metal is the thinnest, and probably has the highest stress. They offered to let me exchange it, but they were out of stock and no idea when more would arrive. I NEEDED the thing. So, I tried "fixing" it ... it lasted for 2 rivnuts ... (IMG:http://www.frrax.com/rrforum/style_emoticons/default/nutkick.gif) So, I ordered one from NT on-line and paid for 2nd day air ... 6 days later it arrived (IMG:http://www.frrax.com/rrforum/style_emoticons/default/banghead.gif) I e-mail and complain and was refunded the difference between 2nd day and regular shipping. After about 20 or so rivnuts, this one broke ... (IMG:http://www.frrax.com/rrforum/style_emoticons/default/rant2.gif) I e-mailed the same CSR and explained ... she responded with "your card has been credited the full amount. No need to return the tool, just destroy it. Wow! They didn't even want to see it to make sure I had actually broken it. I was surprised ...

Jeff97FST/A View Member Profile	Apr 10 2005, 03:07 AM Post #2
Mr. 3rd Place Group: Advanced Members Posts: 537 Joined: 24-December 03 From: Rindge, NH Member No.: 32	Mitch, I'd guess, given the quality of your posts here and elsewhere, your email complaints were concise and well-written. It makes a difference! I deal with complaints all the time and do appreciate and welcome a "good" complaint. There is a difference between whining and complaining. Any company worth it's customer service salt should see the difference and take care of the customer. Glad to see NT has done that. Certainly would factor in my decision on which online tool merchant to patronize. As for the quality of the tool....that's another discussion.