Gearwrench warranty issues

[mrmowitallpa]

I had a Gearwrench ratcheting wrench that bit the dust. I've been trying daily for the past 2 weeks to submit a warranty form with no luck. Each time I submit the information I get an error message. At first, I thought it was my browser or device, but I've tried multiple devices and browsers with the same outcome. I also tried calling 3 different phone numbers for Gearwrench or their parent company, Apex Tool Group with no luck.

800-688-8949 doesn't ring
866-907-9716 indicates there is an issue with their system and says to leave a message, but the mailbox is full
410-773-7800 local number doesn't ring either

This is beyond frustrating. What good is a warranty if you can't get a replacement! Do they accept Piper Cub plane banners as a warranty form? Anyone else experience this frustration with Gearwrench?

 

[Snapped-off]

Haven't experienced it, but I've seen alot of people complaining about the difficulty to warranty GW lately. Main reason I kind of avoid their tools.

 

[2ndGearRubber]

GW warranty is a pain in my experience. I just toss them and buy replacements now.

Good luck.

 

[qqzj]

Connect via Instagram. Worked well.

 

[gatewaysysop]

I literally own not a single thing from Gearwrench, nor do I ever plan to, especially after seeing stuff like this.

Never understood the hype with GW, to be honest. For me it feels like the same story as with Tekton, Toptul, Koken, Capri, Drill Hog and others (including SK) on here over the years. Lots of initial interest and herd mentality purchasing, but eventually a few months/years down the road, there's inevitably complaints about support, quality fade, warranty issues, etc. That another manufacturer targeting the home gamer demographic has once again over-promised and under-delivered should really surprise no one at this point.

 

[Maxcustody]

I literally own not a single thing from Gearwrench, nor do I ever plan to, especially after seeing stuff like this.

Never understood the hype with GW, to be honest. For me it feels like the same story as with Tekton, Toptul, Koken, Capri, Drill Hog and others (including SK) on here over the years. Lots of initial interest and herd mentality purchasing, but eventually a few months/years down the road, there's inevitably complaints about support, quality fade, warranty issues, etc. That another manufacturer targeting the home gamer demographic has once again over-promised and under-delivered should really surprise no one at this point.

I agree, it's tough when you buy a tool and think you have a warranty and it proves to be non existent.

Don't mean to derail the issue on GR, Curious though you mention Tekton? I did a search and did not see any negativity towards them, however search function is only as good as the parameters. I have bought Tekton tools and think the quality is very good and have heard nothing but positive comments about their warranty process.

 

[Wrench97]

I've handled Tekon warranty issues via email with pictures and a replacement arrive 2 days later.

Gearwrench I've tossed and replaced, the hassle wasn't worth the time.

 

[timtupper]

I only own a few Gearwrench brand gear wrenches. Probably 10 years or older. The new ones seem lower quality. I own a lot Snap On from my tech days. These days I buy Tekton, Capri, and Astro. These 3 companies are easy to deal with.

 

[lardy1]

My overall opinion of Gearwrench tools isn't all that high. But I warranted a ratchet with a simple email. New one showed up promptly.

 

[CallumRD1]

I warrantied a ratchet with them a while ago. I submitted the online form with a photo of the product in early January, heard nothing back at all after that until a couple weeks ago when a replacement showed up on my doorstep unannounced. I'm glad I got a replacement but the experience, timeline, and complete lack of communication was not confidence inspiring.

 

[unslow1]

I warrantied a ratchet with them a while ago. I submitted the online form with a photo of the product in early January, heard nothing back at all after that until a couple weeks ago when a replacement showed up on my doorstep unannounced. I'm glad I got a replacement but the experience, timeline, and complete lack of communication was not confidence inspiring.

Maybe there is some hope for the one I submitted in Dec. I really like their tools but I've had about as much luck with their warranty service as I did with Proto. When the local stores stocked Gearwrench it was pretty easy.

 

[ZRX61]

Took me months to warranty a 1/4 ratchet, was so put off by the experience that I didn't buy any GW tools for over a decade. Did buy some sockets last year though. Kit of 8 for O2 sensors etc.

 

[Professional Tool User]

This is why I don't bother with buying from brands with inconsistent support online. A brick and mortar dealer eliminates the problem of having to deal with Apex tool group directly. GW tools from my dealer are cheaper than buying online when on sale. This is why I buy a considerable amount of GW tools from my dealer.

 

[finn]

I don’t break many tools. Warranty may be important if I am paying tool truck prices, but for general purposes, I never consider making warranty a point to consider when making a purchase.

I’ve never paid for an extended warranty on a car or RV, or an appliance or electronic device either.

I find these regularly warranty rants and discussions mildly amusing, though, as warranty is obviously an important part of a purchase decision to a lot of people. I’m just not wired that way.

 

[thool]

I had a 3/8" GW stubby ratchet that had issues, found a local GW retailer, and walked out with a new one. He asked what the issue was, I showed him, and he gave me a replacement. That might be an option.

 

[Wrench97]

I had a 3/8" GW stubby ratchet that had issues, found a local GW retailer, and walked out with a new one. He asked what the issue was, I showed him, and he gave me a replacement. That might be an option.

Every one around here won't exchange them any more, just give you the GW 800 number, I suspect they have had too many issues trying to get replacements...................................

 

[unslow1]

I'm sure Advance Auto didn't help at all by making them rebrand the line as Teq Correct then now do it again as Diehard. Warranty really doesn't factor much into my tool purchases. I'm not hard on tools. Generally I won't abuse one unless I'm out of options.

 

[KnurledNut]

Its been several years ago, but I had good success through NAPA.
They ordered a single ratcheting wrench, had it at the store in a couple days, handed me the new one, and took my old one.
They may no longer be doing this, but at that time customer service at GW told me to go to NAPA or Fastenal.

 

[G1GRANDEUR]

maybe I got lucky when I warrantied mine last year or so, emailed apex tool and they sent new one.

or take it to local auto stores who are authorized GW dealer.

 

[Jeepster04]

Had zero issues getting a ratcheting wrench replaced.

 

[signcrafter]

I have a 1/4" GW socket set that I bought 4 or so years ago. The 72 or 84 tooth ratchet stopped working so I went to website and filled out form or whatever. No response. Then about 2 weeks later I get a 120 tooth ratchet in the mail.

Great customer service.

 

[Mr_B]

Every one around here won't exchange them any more, just give you the GW 800 number, I suspect they have had too many issues trying to get replacements...................................

One of my local parts retailers told me it was ballache trying get the returns credited . GW has a half arsed attitude to the warranty ...

 

[unslow1]

One of my local parts retailers told me it was ballache trying get the returns credited . GW has a half arsed attitude to the warranty ...

The GM at the local auto parts store told me they just throw Gearwrench defective returns away.

 

[bubinga]

I had a Gearwrench ratcheting wrench that bit the dust. I've been trying daily for the past 2 weeks to submit a warranty form with no luck. Each time I submit the information I get an error message. At first, I thought it was my browser or device, but I've tried multiple devices and browsers with the same outcome. I also tried calling 3 different phone numbers for Gearwrench or their parent company, Apex Tool Group with no luck.

800-688-8949 doesn't ring
866-907-9716 indicates there is an issue with their system and says to leave a message, but the mailbox is full
410-773-7800 local number doesn't ring either

This is beyond frustrating. What good is a warranty if you can't get a replacement! Do they accept Piper Cub plane banners as a warranty form? Anyone else experience this frustration with Gearwrench?

Took me 3 months to get a 10mm XL double box wrench replaced.
Did you try to email them?
Try this email addy
[email protected]

 

[bubinga]

I've handled Tekon warranty issues via email with pictures and a replacement arrive 2 days later.

Gearwrench I've tossed and replaced, the hassle wasn't worth the time.
Me too. (Tekton service has been 2nd. to none!)

 

[mrmowitallpa]

[email protected]

Thanks for sharing their email address. I'll give that a shot.

 

[bubinga]

Thanks for sharing their email address. I'll give that a shot.

Let us know if the respond. Hopefully they will!

 

[toolenthusiast]

I recently warrantied some Husky tools via Apex’s online form without any problem.

For all the people saying Gearwrench is some sort of fad, I’d invite you to walk through an auto repair shop and look at what pretty much every technician is using

 

[bubinga]

I recently warrantied some Husky tools via Apex’s online form without any problem.

For all the people saying Gearwrench is some sort of fad, I’d invite you to walk through an auto repair shop and look at what pretty much every technician is using

Any truth to the statements that today's GW tools are not as good as say, 10-20 years ago?

 

[2ndGearRubber]

I recently warrantied some Husky tools via Apex’s online form without any problem.

For all the people saying Gearwrench is some sort of fad, I’d invite you to walk through an auto repair shop and look at what pretty much every technician is using

I mean, they were a main name in the ratcheting wrench biz for quite a while. So it makes sense most guys would have something from gearwrench in the box.

IMO, their line has weakened over the years due to pressure from competitors.

 

[Professional Tool User]

I recently warrantied some Husky tools via Apex’s online form without any problem.

For all the people saying Gearwrench is some sort of fad, I’d invite you to walk through an auto repair shop and look at what pretty much every technician is using

The vast majority of mechanics use tools from a variety of brands from Harbor Freight all the way to Snap on. Gearwrench is but one somewhat overrated option.

 

[vssjim]

https://www.gearwrench.com/warranty-replacement-form I have used this form and never had any problem and has worked well for me but I'm sure they are waiting on product to ship like everybody else

 

[VolvoRyan]

Any truth to the statements that today's GW tools are not as good as say, 10-20 years ago?

Kinda. I've been miffed with recent GW purchases from the last few years. Put them in the go bag, and they work fine at the salvage yard.

To the OP.... just easier to replace the broken tool. For example, 19mm looks to be $20 on Amazon. I appreciate that you're trying to fight the good fight, but time is money.

-Ryan

 

[boom_bap]

What do people tend to gave issues with on their tools that require warranty. I’ve got a 1/4 and 1/2 straight head ratchets and a 3 piece locking flex head set GW 90T. I don’t wrench daily but never had issues with then yet and the flexhead was great on a transmission job I did recently. What can I expect long term? Ive also got a tekton flex head and stubby in 3/8 90T no issues there either. Tekton used to have generic ****** tools, maybe when they stepped up people thought GW wasn’t as competitive anymore? Never had any GW china stuff though, at least on the box..

 

[qqzj]

What do people tend to gave issues with on their tools that require warranty. I’ve got a 1/4 and 1/2 straight head ratchets and a 3 piece locking flex head set GW 90T. I don’t wrench daily but never had issues with then yet and the flexhead was great on a transmission job I did recently. What can I expect long term? Ive also got a tekton flex head and stubby in 3/8 90T no issues there either. Tekton used to have generic ****** tools, maybe when they stepped up people thought GW wasn’t as competitive anymore? Never had any GW china stuff though, at least on the box..

Not everyone uses tools rationally. Too many people decide that modern days ratchet can replace breaker bar. Or they are in a hurry and use cheater bar on ratchets etc. I have Taiwan and China made GW and they all work fine. There are plenty of videos on YouTube showing China made tools (Stanley) stronger than or equivalent to Snap-On or other USA brand. But people in general disregard this kind of facts. I guess the story just sounds better this way.

 

[M635_Guy]

Not everyone uses tools rationally. Too many people decide that modern days ratchet can replace breaker bar. Or they are in a hurry and use cheater bar on ratchets etc. I have Taiwan and China made GW and they all work fine. There are plenty of videos on YouTube showing China made tools (Stanley) stronger than or equivalent to Snap-On or other USA brand. But people in general disregard this kind of facts. I guess the story just sounds better this way.

I agree with you that there's a lot of anti-Asia bias here, and that the GW tools probably work fine for the most part. Two things:

- If customer support matters, there's enough smoke here (though I wouldn't call it a statistically significant sample) to factor that in your equation. I don't break tools, but I don't like companies who have an arms-length relationship with the customer. When Tekton and HF are doing a better job on the customer service thing, I'm going to gravitate to them.

Spoiler: pre-caffeine GW/Icon/Tekton ratchet thoughts

--------sorta tangential pre-coffee stuff comparing GW to Icon/Tekton--------------------
- The "strength" tests on YouTube are useless bullcrap for the most part. My Icon and Tekton pear heads are both 90-tooth ratchets, but feel very different to me. The Tekton has a "finer" feel that I attribute to the pawls and teeth on the wheel being smaller, where the Icon has a "meatier" feel I think comes from a bigger pawl and more-robust teeth on the wheel. That doesn't seem to make any difference worth talking about when someone puts them both on a rig for a YouTube video. The feel of the mechanism, the design of the handle and how well it operates are what I care about. The good news is both Tekton and Icon feel great, hold great and work great. The Tekton has a slimmer overall profile - great for tight spots. Icon is bigger and heftier, which just feels better to me. The 90-tooth GW I keep picking up at Home Depot and messing around with feels more like the Pittsburgh ratchets to me - fine and a great handle, but kinda clicky and seems to have more backdrag than I'd like.
--------end sorta tangential pre-coffee stuff--------------------

Sorry - started this pre-caffeine this morning. The point is that the test-to-fail videos are useless ****. The warranty for the vast majority of the GW buyers is covering the small percentage or ratchets that escape the factory with some small defect that may or may not show up right away, damaged in shipping, etc.. The same is true for HF/Icon and Tekton. I don't think there are a ton of people in the general population reefing on a ratchet with a bar and sending the bent one in for warranty (though I'm sure there are a few - GJ has a disproportionate number vs. the general public). But how a company sets up their warranty tells you something about them, and I'm going with the guys who place value on making it easy and taking care of the customer. HF and Tekton definitely seem to be doing a better job.

FWIW, The only tool I can ever remember having to warranty was an impact socket with a plastic sleeve to not scratch wheels. My old, weak Craftsman C3 impact was apparently too much for it and it cracked the second time I used it. It took weeks to get the replacement from the Amazon-based company, which wasn't a problem but kinda pissed me off and replaced it with something better. I'm not a pro, but I maintain the five cars in our family that are 1986, 2005, 2006, 2010 and 2012 vehicles, so I'm not exactly an idle fiddler either. I don't have time to screw with a company that's going to make me wait on hold forever or email them back and forth a bunch and make things hard. I want to walk in and walk out (HF), or email a picture and have the replacement on the way (Tekton).

 

[lardy1]

YouTube videos? Now, that's convincing

 

[boom_bap]

I hear what you are saying for sure. I’ve always had trouble trusting Harbor Frieght quality. I was eyeballing their icon flexhead split beam, but in my mind just couldn’t get past that it was from HF. Maybe I aught to give then a real shot one day. I probably won’t be buying much other GW after all the negatives I hear, and I also try not to buy all my tools from the same brand if I can. These locking flexheads are nice though, hopefully they hold up.

 

[Wrench97]

I hear what you are saying for sure. I’ve always had trouble trusting Harbor Frieght quality. I was eyeballing their icon flexhead split beam, but in my mind just couldn’t get past that it was from HF. Maybe I aught to give then a real shot one day. I probably won’t be buying much other GW after all the negatives I hear, and I also try not to buy all my tools from the same brand if I can. These locking flexheads are nice though, hopefully they hold up.

I bought the HF Icon 1/2" long handle flex head ratchet for the service truck at the shop, to my surprise it's holding up well with 5-6 different guys using it. We don't normally put anything decent in there as good stuff disappears................................

 

[mrmowitallpa]

Let us know if the respond. Hopefully they will!

Bubinga, your advice paid off! I received the following message in my inbox this morning...

Thank you for your message. I have a replacement order set up for you. The replacement will be from our updated 90 tooth line of ratcheting wrenches. You should expect to receive this item within the next 7-10 business days.

Thank you for your time.