Well, after only moderate use my Onyx 1828 3/8″ Nano Impact Wrench has a problem. On the nose is a small retaining ring, that holds sockets in place. It came out of its groove and bent. At first I couldn’t figure out why it was so hard to put sockets on or take them off the wrench. The last one I had to hammer off and then saw what the problem was:
The retaining ring that holds the sockets on the nose had bent! It was so bad that I didn’t even try to see if I could get a socket on as you can see in the above photos.
First, I checked Amazon to see if I could return it but could not – no worries – I bought it back on January 25, 2018 — about eight and a half months ago. So, I Googled Astra Pneumatics, found their warranty page and they said to call (800-221-9705) with the model number of the unit (The 3/8″ Onyx I have is model # 1828) and the part that I needed from their breakdown sheet located on the main product page – so I got that too:
I circled it in red above for reference – it’s part number 1822-04 and called the 800 number. The phone was promptly answered and the lady I spoke to was very professional. They knew there was a problem with a previous generation of the wrench sold earlier by Amazon that they had since fixed. She said she’d be very happy to send me a new ring for free. “Cool – I don’t have to send it in” so I gave her my info.
Here we are two weeks later and still no ring. I called again and this time wrote down the name of the customer service agent and she gave me a reference number, which the last agent did not. I told her I was bummed because I needed the wrench and the sockets just fell off when I was trying to do odd position work – which was true. The sockets were just falling off on work with any downward angle.
So, I talked to her on September 11th and we’ll see how things go. I’m hoping the ring comes this time or I will call back and escalate matters. I really like the wrench – it’s light, powerful and can get in tight spaces but that all doesn’t matter if it can’t retain its sockets.
So, I wanted to pass this along in case you are having a similar issue and you want to know who to contact and what to request. I’ll update this post once I have the ring and the unit back in operation … or, worst case, I have to call a third time and escalate but I think things will get resolved this time as the customer service agent made sure (literally) that I wrote down both her name and the reference number.
Update 9/29: They sent the wrong size retaining ring!!! The replacement unit must be for the 1/2″ model. It’s 8:07pm and they closed at 3:30 Pacific so I left a general voicemail as Marcy’s voicemail box in customer service is not accepting messages. I’m now getting irked.
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