Why Matco Tools Claims Their Warranty Policy Is Second To None
Are you considering buying Matco tools? Of course, you should first determine whether their products are a good fit for your needs. However, there are other factors to consider, too, such as their customer service and warranty policy — especially since they claim to have the best warranty in the industry. One noteworthy detail is that Matco Tools states they will not waste time when replacing or repairing a tool, which is good for any consumer who needs a tool fixed or swapped quickly and can't afford to wait around.
The Matco Tools website also claims, "With a lifetime warranty for all hand tools, submitting a warranty claim is as easy as a phone call to your Matco Tools representative. Simply contact your rep, and a replacement tool will be issued upon receipt of the damaged product. For items that carry a non-lifetime warranty, repair services are available to keep your tools within their proper specifications." This warranty should ease nervousness for anyone worried about their tools breaking or not working properly. However, is the policy as great as the website claims?
Customers have mixed responses to the warranty policy
Before you buy Matco Tools, it's good to see what real people who've had experiences with the warranty policy say, as some have had less-than-perfect encounters. For example, YouTuber Thrifty Garage posted a video showing viewers his actual phone call with Matco regarding using the warranty for tool replacements, as he said trying to order through the website didn't work. The YouTuber noted that the phone call wait times were quite long, which was frustrating, and at some points, the call seemed more complicated than necessary. However, he was happy with the warranty policy overall in the end, as the Matco rep gave the customer an order number allowing him to order the replacements he needed, and he could use that number to place the order within three to five days.
In addition to the long wait times for the phone call regarding the warranty, a Reddit user noted another issue, "I bought a box used. One slide needs replaced and another drawer won't lock with the key, so I reached out to Matco directly... They told me that the lifetime warranty is only for the original owner... Is that true? I can't find anything on their warranty website that says that," wrote the customer. So, while the warranty seems to work as well as promised for people who bought the tools new, it might not apply to people who bought used Matco Tools products.
Comparing the Matco Tools warranty to the competition
Even though the Matco Tools warranty may not be 100% perfect, it still seems more helpful than its competitors' policies. For instance, Matco Tools' competitor, Snap-on, appears to have more complicated warranty policies. While Matco Tools' website simply states that there's a lifetime warranty, the Snap-on website shows a longer and more confusing explanation of the warranties. It even has differences between "Personal Use Warranties for Products" and "Professional Use for Products."
There are also many must-have tools at Harbor Freight, making the retailer another significant competitor for Matco Tools. While Harbor Freight has desirable products, the warranty isn't nearly as long-lasting as the Matco Tools warranty policy. "If for any reason you are not satisfied with an item purchased from Harbor Freight Tools, you may return the product within 90 days for a full refund or replacement, whichever you prefer. The limited warranty term is 90 days beginning on the date of purchase or order," their Returns & Exchanges page explains. Although offering a refund is helpful, 90 days is not a long window.
Furthermore, Stanley Tools, another Matco Tools competitor, offers full lifetime warranties on mechanic tools, limited lifetime warranties on hand tools, and limited lifetime warranties on lawn tools. So, although not every customer has had completely ideal experiences with Matco Tools' policies, their warranties still beat the competition's.