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 ...

So, I ordered one from NT on-line and paid for 2nd day air ...
6 days later it arrived

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 ...

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 ...

Given that both of them broke so soon, are you really surprised they didn't want them back?

No, but I was surprised they didn't want to see it ...

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.

I have had the same happen to me with a tool from them (can not remember what). I called, they sent a replacement and did not even want me to return the broken item.

I'm glad you have had good luck with NT. I've not been so lucky with them. Waaay too many problems when I bought our 13 HP pressure washer. Went on for 2 months.

Maybe that's it ...

For several years, I worked customer service hotline for Curtis Mathes Manufacturing.

If someone called in all pissed off and demanding, they rarely got any consideration other than the strict letter of the law.

If someone called and had a legit complaint, was genuine and honest, reasonable in what they wanted and had a semi-patient attitude, then they would get their television fixed a lot sooner than if they copped an attitude.

When dealing with a CSR, one has to remember a couple things ...

- you are dealing with another human being who is a consumer as well as you and been through similar situations as you and has probably heard the exact same complaint as you have 1000 times over ...

- you are dealing with a person who carries a LOT of authority. They have the power to make your day or make your day a living hell ...