Rockwell warranty is not valid

I have to say that Rockwell has amazing customer service and they stand by there products. There lifetime warranty is only valid if you purchase from Rockwell or a approved dealer that Rockwell supplies the product too.

If you bought this from a store that Rockwell distributes there product to then you should not have a problem, but if you cannot remember the store and do not have a receipt then do not expect a replacement. I will continue to purchase from Rockwell, because they are a reputable company so to go to a web site and give them negative feedback is idiotic because if there was a website to write negative feedback on a buyer I would add you too it.

The warranty says nothing about who it has to have been purchased from.

If I am reading the warranty correctly Rockwell has to provide replacement parts or they are in breach of contract for that razor for the cost of shipping regardless of whether you have a proof of purchase or not.

The way the warranty is worded could be construed as a condition and therefore contractual not a simple warranty.

https://www.upcounsel.com/terms-of-contr...warranties

Key point

"A condition is essentially the basis for a contract. It provides for the obligations of each party in an agreement. The simplest way to think of a condition in contract law is found in the terms “If…then.” “If” one party fulfills an obligation as contained in the agreement, “then” the other party to the agreement must fulfill their obligation to that party."

The warranty reads in this manner in my opinion. Obviously others may differ.

I totally agree with Gopneg that he should be able to get a replacement razor.

1. The razor has a lifetime warranty. The company is not refunding any money so why do you need proof of purchase.
2.  You can return merchandise to Home Depot without a receipt. They give you a store credit.
3.  Craftsman tools have a lifetime warranty with or without a receipt. They fix the tool or give you a replacement.
4.  Most major paint manufacturers give a 15 or 20 year warranty. You don't need a receipt.

In the case of Home Depot they take that merchandise and get a credit on it from the manufacturer or sell it bulk in lots with other opened merchandise to resellers who then sell the items on ebay or at flea markets, etc. They don't lose money on the deal or they wouldn't do it.

Craftsman the lifetime warranty is built into the price of the tool. They only lose money if the quality of the manufacturing is not up to par for the standard usage conditions the targeted type of buyer would use it under. If you want to test that buy a set of craftsman taps and dies and use them in a machine shop and see how many times they replace the taps when you break one every other week or so doing hundreds of tap holes.

Paint if there was a problem with people scaming the system returning big quantities of paint that rule would be changed quickly.

In the case of Rockwell they should have offered the replacement part free of charge minus shipping as per their warranty regardless of proof of receipt. That is likely saying you can't get warranty service on a gifted item either when you don't have the receipt or access to it from the gift giver either.

I took the liberty of having snapshots made of the warranty and quality guarantee policies web pages on the wayback machine in case they try to pull a sneaky and pull them down or change them to not honor their guarantee which in this case they should at a minimum send out a replacement handle and only charge shipping for it regardless of proof of purchase here. I would suggest as a matter of course others do the same when they purchase items as a hedge against companies trying to bait and switch the return or warranty policies on you if you decide to take legal action against them.

https://web.archive.org/save

I believe your story, but I’d like you to briefly consider what it’s like to be in Rockwell’s shoes. You have no proof of purchase, no receipt, and you don’t know the store you purchased it from. So from Rockwell’s perspective they have no way to be even remotely confident that the crack is a manufacture defect. This razor could be a year old and used hundreds of times and kicked across a parking lot for all they know. You’re putting them in the position of having to trust some random guy and believing that he just bought this (even though he can’t prove that) so they’ll have to replace it at their expense. There is always a certain amount of trust you have to place in customers, but this is definitely pushing the limits. If you could show that you just purchased the razor that would add a lot of credibility to your story and I imagine they would be much more likely to help you. I don’t think this is a case of bad service (except for the slow response times).

Not necessarily. It all depends how that return policy is worded. If they don't specifically say a proof of purchase or registration of the razor is needed to return a defective item then it is on them not the customer. I haven't read their return policy nor do I care to but that little detail makes or breaks this whole argument.

For Gopneg if you have the bank statement that should be enough to contact the retailer and get a new receipt printed up for the razor if proof of purchase is needed.

Thank you, sir, for your active involvement in this issue.

At the moment, I have never received any response at all from rockwell

There lifetime warranty is only valid if you purchase from Rockwell or a approved dealer that Rockwell supplies the product too.

This is a contradiction in terms.
If a warranty is for life, the product can also be sold between private individuals and in any case by any legally authorized dealer.
It is not for the manufacturer to ask for proof of purchase, since the warranty is linked to the product as such.
If the product is recognized as its own by the manufacturer.

If you bought this from a store that Rockwell distributes there product to then you should not have a problem ...

The conditional is a must.
I too had some initial difficulties, just because I was Italian and not in CONUS.
I'm not talking about a specific brand, but some experiences in online commerce.

I am sorry to hear about this issue. I've always taken the position that it's far easier to make a customer happy with a replacement or rework or whatever than let them be upset. They will spread the negative word much farther than if you just take care of them.

If it has my name on it (razor emporium or rex) I stand behind it. Period.

Sent from my SM-N970U using Tapatalk

I have to say that Rockwell has amazing customer service and they stand by there products. There lifetime warranty is only valid if you purchase from Rockwell or a approved dealer that Rockwell supplies the product too.

If you bought this from a store that Rockwell distributes there product to then you should not have a problem, but if you cannot remember the store and do not have a receipt then do not expect a replacement. I will continue to purchase from Rockwell, because they are a reputable company so to go to a web site and give them negative feedback is idiotic because if there was a website to write negative feedback on a buyer I would add you too it.

The warranty says nothing about who it has to have been purchased from.

Rockwell customer service just told me on the phone that I have to have proof of purchase and all Rockwell Razors are 60 day warranty except for the Rockwell 6S which is a lifetime replacement.  She said if i can provide a copy of the receipt from the vendor I purchased from or Vendor Name/Phone Number and Order Number they will replace the part or the razor once they confirm the purchase.

There is something going on here and we are not getting the full story there is too many missing pieces.

dmiller622 Wrote:

Rockwell customer service just told me on the phone that I have to have proof of purchase and all Rockwell Razors are 60 day warranty except for the Rockwell 6S which is a lifetime replacement.  She said if i can provide a copy of the receipt from the vendor I purchased from or Vendor Name/Phone Number and Order Number they will replace the part or the razor once they confirm the purchase.

There is something going on here and we are not getting the full story there is too many missing pieces.

Agreed! Lots of Rockwell Razor fans out there...

I totally agree with Gopneg that he should be able to get a replacement razor.

1. The razor has a lifetime warranty. The company is not refunding any money so why do you need proof of purchase.

No, it doesn’t. He bought the Model T. Only the 6S is backed by a lifetime warranty. All other razors come with a 60-day money-back guarantee. They do, however, have a “100% quality guarantee”, whatever that means. They seem to suggest that they’ll make things right if a customer is unsatisfied with their purchase for any reason. Clearly that applies here.....if he could just show a simple proof of purchase. That’s hard to do when you pay cash at a brick & mortar store and don’t save the receipt. While you could certainly praise a vendor for replacing the razor anyway, despite no proof of purchase, I don’t think you can criticize them if they elect not to.

Even if he did not have a proof of purchase, it's clearly a Rockwell product with an obvious manufacturing defect.
Shipping out a new one would have cost them less than 100$ but now there is a 7 page thread on how they handle this case.

From a marketing point of view, this is really poor advertising by Rockwell.

I don't think any less of Rockwell because of the OP's experience and the comments on this thread.  I use a Rockwell 6s almost every day.  I bought one for my son and another for a friend.  I've also bought a couple of 6Cs and I recall that I had a minor quality issue with one of them and Rockwell dealt with it efficiently and satisfactorily.  There are some basic and easy to comply with conditions to their warranty and they're entitled to rely on them.  Talk to many artisans or vendors in the wet shaving space and you may hear stories of the lengths that scammers will go to to try to get free product. I'm not saying that the OP is a scammer but sometimes innocents get caught up because of the scammers.  The scammers' hammer is always that they'll trash the vendor/company on social media and many give in to avoid that.  Its like negotiating with terrorists.  I think that companies are entitled to protect themselves and rely on the terms of their warranties.  

An example of scam comes to mind - I know someone who owns a wine store.  they have had experience where someone comes into the shop on a Friday and says they have a special event on the weekend, maybe an anniversary or they're going to propose marriage or something like that and they want a special wine.  They'll make a big production of how important the moment is planned to be and then buy a very expensive bottle of wine - sometimes into the thousands of dollars.  All good.  then on Monday they come back to the store with the opened bottle with about a glass poured out of it and they will be very upset.  The wine is off and the important event was ruined, its a big drama, lots of anger and they want a refund.  The wine store is interested in good customer relations so they will give the refund... after they do a chemical analysis of the wine in the bottle to make sure its the wine that is supposed to be in that bottle.  They've had experience where people will buy that expensive bottle, drink it all and refill it with cheap, bad wine and demand a refund.  Customer relations is important but nobody needs a customer like that.  

I think its unfortunate that some innocent parties who's only mistake may be a little carelessness in record keeping wind up paying a price because of the unscrupulous few out there who do try to take advantage of companies.