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Complaint Details
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Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am looking to replace my 101 Piece Mechanic Tool Set for Vehicle and Home Maintenance, Roadside Emergencies. SAE and Metric Tool Set for Car, Boat, RV, Bikes - DT0006 and I emailed them about it and sent them pics of tool set like they asked me to and they still dont warranty it after they say they would if I sent pics Hello, you can enter your information and register the warranty even though the set is older and you don't have the receipt. Click on 'register your product' here:********************************************************************************* I might be able to send you the parts if they are defective. Please send me photos.Best regards ****** ApolloTools.com Please send me photos of the defective items as well as a photo of the open tool set with the items in it so that I can identify the exact model year. That way I can send the parts that will fit exactly in the blown-molded case you have.Best CorineI am sorry but I don't understand what you wrote.Can you explain what you mean?****** we will replace if the tool or part is defective, not if it is missing or broken due to misuse. This is why I need photos.****** all I want is them replaced and I will be good
Business response
07/25/2024
Apollo Tools has a lifetime warranty against defective components in it's tool kits. The warranty reads, "If this product is defective in material, or workmanship, we will replace it free of charge with the same item or a like item of equal value. For questions or comments about this product or to obtain replacement parts, please call ************. Register your products on line at www.apollotools.com".
My **************** Representative who dealt with this customer tried through several emails (the email exchanges are attached in a word document) to obtain specificity as to which components were defective so that we could send replacements. At no time was the customer able to be specific and only showed the tool kit in a picture with missing slots where, apparently, the components were lost. Apollo Tools does not warranty against customers losing, or misplacing, components. My **************** Representative also simply asked for pictures of damaged components as well. The customer did not provide these as well.
The customer then tried to get his complete tool kit replaced but that is not covered under any warranty!
And finally, the customer was verbally abusive to my **************** Representative. ********************************************* has an exemplary customer service reputation but will not accept abusive treatment of it's **************** Representatives.
If this customer provides pictures of the defective components, Apollo Tools will gladly send replacement components.
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