Gearwrench Warranty, does it exist??

[PartsGuy27]

Hello all,

I am coming to you out of frustration. I have 2 13mm Gearwrench sockets that I cracked using a 3/8 Snap-On ratchet while removing head bolts.

I almost always buy Snap-On but, I bought this set for the junkyard as it had a nice carrying case and a supposed lifetime warranty.

This morning, I called the 800 number on Gearwrench's site and inquired about my warranty concern. I was told "Gearwrench does not warranty sockets."

What??

Their website says that the warranty includes everything except the following;

"Tool Boxes, Bits, Bit Sockets, Taps, Dies, Files, Torque Products"

I called Fastenal to try and get warranty, they told me I needed to have purchased it from them in order to warranty it. I called Home Depot, they were useless.

So much for the so called "Lifetime Warranty "

Guess I'll stick to Snap-On...

 

[smuro04]

I've warrantied several sockets through Gearwrench. Most likely you got a bad apple on the phone when you called. Call back and get a different person on the other end of the phone, be polite and they should send out a replacement.

From the looks of the pictures (13mm?) that might classify as a "material defect", but it looks like you were wrenching hard on that thing to get it to split like that. I've never split a socket before and I'm fairly hard on my tools.

 

[Tallpilot]

Fairly common story here though. Grab one of the new Tekton sets for your junkyard set. They are hassle free.

 

[rlitman]

...This morning, I called the 800 number on Gearwrench's site and inquired about my warranty concern. I was told "Gearwrench does not warranty sockets."

What??

Their website says that the warranty includes everything except the following;

"Tool Boxes, Bits, Bit Sockets, Taps, Dies, Files, Torque Products"...

That's not a "bit socket"! Bit sockets are not sockets, and the website (I just looked now) clearly does not have an exception for sockets. I'd call again.

 

[71firebird400]

I received a set of Gearwrench Ratcheting Wrenches as a gift; it had two of one size (I want to say 15mm) and was missing the next size up (presumably 16mm). I called them expecting a hassle-free experience and was kind of surprised at how tough the lady on the phone was; eventually she relented and said they'd send me a new wrench but "only this one time". I felt like I had done something wrong. The only other experience I have to compare to is a Tekton torque wrench which was infinitely simpler and did not make me feel like a two-bit criminal afterwards.

 

[Handyandy23]

Honestly this sounds like a common theme I've seen on a few threads. GearWrench seems to really hassle people over warranties, and when they do warranty tools they generally seem to ask for you to mail them the defective one on your dime.

Conversely, nothing but good feedback on Tekton's warranty system. Plus they have the ease of taking pictures and sending the pictures instead of the actual tool, which costs you nothing and saves time.

I was completely set on buying a set of GearWrench ratchets when I started seeing these types of comments pop up, and it has caused me to rethink that decision and order a Tekton ratchet instead to try out. If I like it I'll buy more of them. It's a bit more of a hassle because I really liked the sets GW had put together, and the configurations they sell were more what I was looking for, but I'd rather dig a little more and buy from a company that will honor their warranties and be less hassle.

Not sure if anyone working for GW is on here, but I can say first hand that the way they handle their warranties is losing them business. The worst are the stories like 71firebird400 where you receive a brand new product from them that is defective or missing pieces, and they hassle you over it or charge you shipping to rectify. Not the experience you want buying something new.

 

[protegeV]

That's sad to hear. I get all my gearwrench stuff warranted through my MAC dealer, no questions asked.

 

[uncwstudent]

Ive had the same problem. I called Gearwrench about having a bent 11mm wrench (came that way) and they made it seem like I was trying to cheat them and they would send me a new one "only this once." It's SK, Tekton, and Carlyle, and Sunex for me for now on. I only buy Gearwrench when it's ridiculously cheap and I love their ratchets but their customer service is garbage.

 

[unslow1]

If you want to try to warranty it through Advance Auto you better hurry. They are doing a rolling change to TEQ.

 

[Elementsoffire]

Oddly, I have a 13 Blackhawk 3/8 drive I've beat the living daylights out of, (installed both my front wheel bearings with it O_O) it's my "lucky 13 socket" and I think everyone is rough on 13s. Anyway, I tend to assume a warranty is useless UNLESS warranty service is local OR they have a track record of backing it up WITHOUT charging you shipping. To me, hassle and paying shipping to warranty is more expensive than most small tools. I was aware Gearwrench could be annoying to warranty through, but on the flip side, with their 120XP ratchets, I just don't care. Gotta have one one of these checks... I personally buy a lot of parts store brand tools, because house brands warranty in house, and everybody has parts stores. So pick yours and save some hassle.
Advance Auto Parts sells GearWrench products, and I know they will warranty any GW you bought in THAT SPECIFIC Advance Auto (I worked there) Auto Zone will unquestionably warranty all their Duralast brand tools at any store, and I think Oreillies is just as good in that department.

 

[mjs3350]

There is no reason to risk having to deal with the GW warranty, IMO. Other brands offer a similar price/value and are happy to make it right when there is a defect.

 

[BDT/NWMN]

Being You broke two of those 13 mm sockets using a 3/8 drive ratchet; I question why You would even want more of them. Were You using a long extension that resulted in an excessive side load on the socket?

 

[Ohmthis]

Being You broke two of those 13 mm sockets using a 3/8 drive ratchet; I question why You would even want more of them. Were You using a long extension that resulted in an excessive side load on the socket?

Kinda what I was thinking. If you broke two, maybe it’s time to upgrade that socket. I beat the **** out of 13mm sockets at work. When my US made craftsman gave up the ghost, I went with Proto and haven’t looked back. I use a 13mm about a hundred times a day. Most of the time it’s in a dewalt impact (don’t preach chrome tools for impact) and it’s been kicking for well over 5 years. Buying just one socket won’t break the bank and will last for years.

 

[PartsGuy27]

Being You broke two of those 13 mm sockets using a 3/8 drive ratchet; I question why You would even want more of them. Were You using a long extension that resulted in an excessive side load on the socket?

I want to keep my set complete. That's why I want to replace them.

I have a whole other set of Snap-On 3/8's I use all the time. The Gearwrench was my junkyard set.

And to answer everyone's questions, no I did not use a cheater bar. I used a Snap-On 3/8 ratchet but it's long, something like 24"

 

[protegeV]

I want to keep my set complete. That's why I want to replace them.

I have a whole other set of Snap-On 3/8's I use all the time. The Gearwrench was my junkyard set.

And to answer everyone's questions, no I did not use a cheater bar. I used a Snap-On 3/8 ratchet but it's long, something like 24"

Damn, 24" ratchet is a lotta damn torque for a 3/8" chrome socket.

I think my longest 3/8" ratchet is 12"
everything over 20" is 1/2"

 

[bonneyman]

Geez, I've used my set of Gear wrenches for over 20 years and have never had to warranty anything. Perhaps the mid 90's production was better?

 

[BDT/NWMN]

I want to keep my set complete. That's why I want to replace them.

I have a whole other set of Snap-On 3/8's I use all the time. The Gearwrench was my junkyard set.

And to answer everyone's questions, no I did not use a cheater bar. I used a Snap-On 3/8 ratchet but it's long, something like 24"

The 24" long ratchet could easily account for that socket breaking.. In regards to the extension; I was referring to a socket extension between the socket and ratchet; which can result in a side load on a socket. Locally, I would try a NAPA store to warranty the socket. Experience has spoken: bet you don't try removing head bolts with that combination again.

 

[PartsGuy27]

Update!

On advice of this group I went to Advance Auto, they were unable to help me. Hmm seems like a common theme...

I called Gearwrench back and got a polite woman with a southern accent. She asked for the part numbers of the sockets, which I gave to her. She then asked how long I've owned them. I lied and said less than a year.

She then proceeded to tell me that there's no warranty on sockets but she is shipping these to me as a courtesy because they're less than a year old.

Now I wait for my sockets which won't be shipped until Monday btw.

I don't condone lying but I'm glad I did.

I will NEVER AGAIN purchase Gearwrench tools.

The next time I go to use my current ones, I'll be sure to put on a nice soft set of velvet gloves so the fragile tools won't sustain damage as I will not go through this process again.

 

[BigBoreFan]

I don't get the management at these big companies. We do the same thing where i work. Make the customer jump through a million hoops. For what, so they can save a few dollars. In the end you just get a pissed of customer and do you save any money when you have to interact a dozen times?

What can it costs GW to mail out a 13mm socket? Not much. They'll lose more money paying a customer service rep to argue the point vs sending out a new socket. Time is money isn't it?

I warrantied two SK sockets not to long ago. 10mm and 13mm, 3/8. They were new but the detents were super shallow. I emailed SK, they said send em in, I s net them in and got 2 new ones. No drama.

I don't own any GW. I do want the 120XPs though.

 

[NoMoreGreen]

I got the ratcheting gearwrench wrenches on the amazon sell this month. That was my first and last gearwrench purchase based on your experience. Thanks for sharing.

Nmg

 

[Ign]

^^^^for what a socket costs them vs goodwill, customer loyalty and word-of-mouth, they're total dumbasses to not warranty sockets.

Trying to save a buck they've lost hundreds in future sales from a single customer

 

[Ign]

{snip}

Not sure if anyone working for GW is on here, but I can say first hand that the way they handle their warranties is losing them business. The worst are the stories like 71firebird400 where you receive a brand new product from them that is defective or missing pieces, and they hassle you over it or charge you shipping to rectify. Not the experience you want buying something new.

Trust me, Apex is way too huge. They're not monitoring forums like this. 99% of their employees couldn't change a tire if they had to.

They're a giant conglomerate selling primarily low end tools to suburbanite Bob Vila types, basically filling the Chinese Craftsman void

Like HF, Gearwrench has a few gems but while HF now sometimes seeks to actually improve their products GW's definition of "improved product" is improved profits in a race to the bottom with Chinese manufacturing and the very definition of quality fade that is so ubiquitous in that manufacturing environment

 

[BigBoreFan]

Here is the root cause of the sub-par service.

"In October 2012 Danaher and Cooper sold Apex to Bain Capital for about $1.6 billion"

 

[Ign]

Although I will say....the amount of GW on Snap On's site is astonishing (to me at least).

The prices were nothing to write home about either, so I'm curious how much GW product moves thru snapon.com

and NO, I'm not suggesting Snappy has products made for them by GW, only that I'm surprised to see them apparently act as a GW "distributor," esp on the website. I could understand the trucks carrying a couple things to sell to techs in shops

 

[protegeV]

You were 2 for 2 in dealing with idiots on the phone.

Here is a link to their website where they list all the BIT SOCKETS. They are torx, hex, triple square, etc.
http://www.gearwrench.com/sockets/bit/

Actual sockets are a completely different category and absolutely under the warranty.

 

[uncwstudent]

I agree. I'm done with Gearwrench after hearing all of this and my own experience. I thought that mine was just isolated. My sockets will be SK or Tekton for now on...or maybe Craftsman if SBD gets their **** together.

 

[Ign]

You were 2 for 2 in dealing with idiots on the phone.

Here is a link to their website where they list all the BIT SOCKETS. They are torx, hex, triple square, etc.
http://www.gearwrench.com/sockets/bit/

Actual sockets are a completely different category and absolutely under the warranty.

I'm guessing 99.9999% chance you're right. But the people on the phone see the word socket and that's all they know. They couldn't identify a bit socket from a socket or a breaker bar from a ratchet.

Although I'm not sure it matters....the mere fact the OP had to go through this is enough to make me think he's not wrong to swear off future purchases.

And OP I'd be curious just how long your ratchet really was. It's fairly difficult to find production 3/8" dr ratchets that are 24". Sure it wasn't 16" or 18"?

 

[_Riddle]

That's really disappointing to hear. Just about all of my sockets/ratchets are GW. I don't use my tools professionally so I doubt I'll break one but GW should stand by their product. I really like my GW 84t flexheads with the comfort grip but if they ever break it looks like I'll be replacing them with Snap-On.

 

[L.Cheapo]

Although I will say....the amount of GW on Snap On's site is astonishing (to me at least).

The prices were nothing to write home about either, so I'm curious how much GW product moves thru snapon.com

and NO, I'm not suggesting Snappy has products made for them by GW, only that I'm surprised to see them apparently act as a GW "distributor," esp on the website. I could understand the trucks carrying a couple things to sell to techs in shops

Snap on has an entire catalog filled with tools by other companies, called the "supplemental catalog" or something like that. My dealer keeps trying to give it to me, I just shake my head.

I have 1990s Taiwan Gearwrench wrenches. They're junk too. Lesson learned; I've moved on.

 

[Handyandy23]

Trust me, Apex is way too huge. They're not monitoring forums like this. 99% of their employees couldn't change a tire if they had to.

They're a giant conglomerate selling primarily low end tools to suburbanite Bob Vila types, basically filling the Chinese Craftsman void

Like HF, Gearwrench has a few gems but while HF now sometimes seeks to actually improve their products GW's definition of "improved product" is improved profits in a race to the bottom with Chinese manufacturing and the very definition of quality fade that is so ubiquitous in that manufacturing environment

You're probably right. I just know Tekton has people on here that seem to do a really good job of monitoring threads and responding (as does Astro) so figured they might.

Just another reason to buy Tekton. They make very comparable stuff price and quality-wise. Have excellent customer service and warranty. Even have eyes on this tool forum to help out. And they seem to be striving to introduce more and more US-made tools to their lineup at very reasonable prices. Not much reason to buy GW over Tekton that I can see.

 

[protegeV]

Sorry but either Gearwrench needs to be sued for false advertisement or the dumb shits you talked to are lying to you, or they are merely incompetent.

Every single individual socket and socket set I have ever seen or purchased from Gearwrench has their Lifetime Warranty logo on the front of the package and warranty details on the back of the package.

If this has changed, I will literally sell every single Gearwrench tool I own because that is horse ****. And there needs to be some form of announcment made by Gearwrench so we can spread the message throughout the tool community and tell GW to shove it.

 

[Ign]

You're probably right. I just know Tekton has people on here that seem to do a really good job of monitoring threads and responding (as does Astro) so figured they might.

Just another reason to buy Tekton. They make very comparable stuff price and quality-wise. Have excellent customer service and warranty. Even have eyes on this tool forum to help out. And they seem to be striving to introduce more and more US-made tools to their lineup at very reasonable prices. Not much reason to buy GW over Tekton that I can see.

Oh I hear ya but Apex is too huge. AP and Tekton are unique. BendPak still hangs around a little, too. And I personally think someone at Milwaukee is watching 'cause a lot of the weird **** we ask for like cordless rivet guns and heat guns come to fruition.

If Tekton would make their ratcheting wrenches in 6pt OR 12pt I could get behind those a little more. I personally prefer 12pt but options are great for the consumer. But yeah, Tekton is a fantastic "value" alternative for a lot of tools. Their website is friendly, free shipping with an account and they run loyalty dollars like a shopper's card or O'Rewards etc.

 

[PartsGuy27]

I'm guessing 99.9999% chance you're right. But the people on the phone see the word socket and that's all they know. They couldn't identify a bit socket from a socket or a breaker bar from a ratchet.

Although I'm not sure it matters....the mere fact the OP had to go through this is enough to make me think he's not wrong to swear off future purchases.

And OP I'd be curious just how long your ratchet really was. It's fairly difficult to find production 3/8" dr ratchets that are 24". Sure it wasn't 16" or 18"?

I will measure my ratchet when I get home.

It may very well be 18" I am no stranger to adding a few inches

 

[Sal Bandini]

I don't condone lying but I'm glad I did.

Can't argue with that logic.

 

[PartsGuy27]

If any Tekton secret operatives are perusing this thread I'm open to hearing about any deals on socket sets.

 

[Ign]

If any Tekton secret operatives are perusing this thread I'm open to hearing about any deals on socket sets.

Dave R is around and doesn't make himself very secretive last I knew.

 

[Yarpo]

Trust me, Apex is way too huge. They're not monitoring forums like this. 99% of their employees couldn't change a tire if they had to.

They're a giant conglomerate selling primarily low end tools to suburbanite Bob Vila types, basically filling the Chinese Craftsman void

Like HF, Gearwrench has a few gems but while HF now sometimes seeks to actually improve their products GW's definition of "improved product" is improved profits in a race to the bottom with Chinese manufacturing and the very definition of quality fade that is so ubiquitous in that manufacturing environment

Do you think its unique to GW/APEX that 99% of employees can't change tires or do you look down and feel the same way about other companies? I bet the majority of people by and large can't change a tire, but I also doubt its 99%.

Their ratchets and sockets have features many companies can't seem to fit in their manufacturing process. So what makes them low end, or what comparison(s) are you using to put them in the low end bracket?

That's really disappointing to hear. Just about all of my sockets/ratchets are GW. I don't use my tools professionally so I doubt I'll break one but GW should stand by their product. I really like my GW 84t flexheads with the comfort grip but if they ever break it looks like I'll be replacing them with Snap-On.

I use a bunch of my Gearwrench tools professionally and have never had issues. That said I'm not using 13mm sockets on 24" ratchets....

I've warrantied two tools from Gearwrench and I've not had issue, one was warrantied at sears and one at Advanced. I Kind of want to call and warranty a broken ratchet I have next to me (No fault of the ratchet but my own) and see how that goes however

 

[Brownsfan]

I normally don't get caught up in tool warranty and rarely buy a tool amd warranty is factored into the decision. Except for cordless tools. That said. Im glad i went with Tekton socket sets for my van.

 

[Professional Tool User]

I wouldn't waste my time with directly contacting GW. With companies that have poor/inconsistent customer service, you must know a friendly local authorized dealer.

 

[Ign]

Dave R w Tekton:
https://www.garagejournal.com/forum/member.php?u=93253

Although he seems more involved w warranty and maybe R&D? and maybe less involved w sales. I could be wrong