Occasionally a fastener that we supply may break. Frequently the causes of failures are quite complicated and sometimes are never fully understood. Studies have show that at least 75% of the fasteners that fail in service do so as a result of application or (improper) installation issues. If you feel you have a defective fastener or group of fasteners, we will replace it. Whenever possible we would like the opportunity to investigate. There are a few things that would help us investigate a failure:
1. The broken part: The pieces of a broken fastener are instrumental in determining what went wrong. Feel free to contact us and we will pay for shipping for broken parts to use in an investigation. We prefer to see the part just as it was found. Do not clean it or fit the pieces back together again. Package it carefully to avoid damage to the fracture surfaces in shipping.
2. The lot number: Your PO number or any other information on when it was purchased. All of our packages are marked with a lot number. With that number we can easily obtain the history for those parts, including raw material identification, inspection records, and testing and heat treat records. If there is a date marked on the head that can also be very useful.
3. Any details on the circumstances of the failure: Things such as pictures, sketches or descriptions are also very useful. While failures and faulty fasteners are rare, we are here to help solve your problems, whatever the cause.