I went through the same ordeal with them on the ratchets. They offered me a "rebuild" kit. I laughed at the guy. I said it has a lifetime warranty replacement, I want a new one. He argued until a manager showed up. He tried to argue too but saw I was noty going to settle for anything less than a new one.
I suggest that you spray the ratchet head with some lube to prevent it from drying out inside. It works for me....
