I think it also has a lot to do with the store management team. Out in Ca. I had a heck of a time getting things repaired or replaced under their warranty. The last ratchet I had replaced, they reached under the counter and hande me one that was just as bad as the one I returned. I griped at them and they said it is now standard to replace the Craftsman ratchets with ones that have been rebuilt and are not put in packages. The finally found me one that worked like it should, but I lost a lot of faith in Craftsman that day.