I have had only 2 problems exchanging Craftsman tools in 40 years - mostly salesman's attitude, but I got the tool straight away after saying I wanted to see the store manage NOW if they weren't going to stand by the lifetime warranty. I got the salesman's name in both cases and contacted Sears HQ. Not only did I get a personal letter of apology from Sears HQ and a second replacement tool, I was called by the manager of the Sears store AND the Tool Department at the store to apologize. I stand by Craftsman.