Gearwrench warranty at Sears

03protege · Dec 7, 2012

I know similar threads to this have been posted, but I couldn't find an answer, so please don't shoot.

I called Gearwrench to warranty a RATCHET, the lady got nasty with me and told me to go to Sears. She was nice enough to give me a phone number to call....

Anyway, I know that Sears does not carry this model, in fact the Sears I go to doesn't have any Gearwrench ratchets except for the ROTO.

Do Sears stores carry rebuilt inventory for Gearwrench like they do for the Craftsman? Or will they just have to order a replacement?
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Update: So I called again today. At first she tried sending me to the local Fastenal, which I didn't care to get the run around from another business so I asked her "Will you warranty your products?", she replied that she will so I told her I am tired of getting the run around at places and I want her to handle to warranty process.

So I have an address and RMA number, I have to ship the ratchet to GW and can expect my replacement within 4-6 weeks.

If I needed this ratchet I would be pissed but I am going to go ahead with this process just to see how smooth it is.

There are quite a few Gearwrench items I was thinking of picking up but this will be the deciding factor on whether that happens or not.

tater · Dec 7, 2012

03protege said:
I know similar threads to this have been posted, but I couldn't find an answer, so please don't shoot.

I called Gearwrench to warranty a RATCHET, the lady got nasty with me and told me to go to Sears. She was nice enough to give me a phone number to call....

Anyway, I know that Sears does not carry this model, in fact the Sears I go to doesn't have any Gearwrench ratchets except for the ROTO.

Do Sears stores carry rebuilt inventory for Gearwrench like they do for the Craftsman? Or will they just have to order a replacement?

We have some at my store but we dont keep rebuilts we just give you a new one. I would talk to your local sears and get one ordered. ask to speak to a manager when you get there

G1GRANDEUR · Dec 7, 2012

Ace, Napa will also warranty gearwrenches.

MrMark · Dec 7, 2012

You got the run around. Sears isn't going to help you. Especially if they don't carry it. They are going to look at you like you parachuted in from Mars.

Good luck.

shoturtle · Dec 7, 2012

fastnal warranty them also, but if it is something they do not carry, they will have to order.

gregoryD857 · Dec 7, 2012

I called Gearwrench today to warranty my XL Gearbox 19mm that the chrome is peeling off of. It wasn't exactly the friendly let me help you service I expected. Just told me to go to a local retailer and acted bothered when I asked her who in my area carried this wrench because I ordered it on line and haven't seen it in my local stores. She did end up giving me a couple of options (no contact info) to try but I'm not confident I'll be successful. I guess I'll know tomorrow after I look up their numbers and give them a call.

Brownsfan · Dec 7, 2012

My Snap On guy can and will warranty Gearwrench

03protege · Dec 7, 2012

I went to Napa and Advance auto and they told me no receipt no warranty.

atwageman · Dec 7, 2012

03protege said:
I went to Napa and Advance auto and they told me no receipt no warranty.

This is why I started keeping tool receipts about a year ago, regardless of the brand. Haven't had to need a receipt yet..........but you never know. I hava a feeling more and more places are gonna go this way when it comes to hand tool warranty.

NC-Fordguy · Dec 7, 2012

03protege said:
I know similar threads to this have been posted, but I couldn't find an answer, so please don't shoot.

I called Gearwrench to warranty a RATCHET, the lady got nasty with me and told me to go to Sears. She was nice enough to give me a phone number to call....

Anyway, I know that Sears does not carry this model, in fact the Sears I go to doesn't have any Gearwrench ratchets except for the ROTO.

Do Sears stores carry rebuilt inventory for Gearwrench like they do for the Craftsman? Or will they just have to order a replacement?

If it is a model that sears carries on-line they should be able to order you one. Best to find a manager or experienced associate to help you out.

shoturtle · Dec 7, 2012

I had to warranty one of my double indexing wrench. Gearwrench just ship me a new one. The lady I spoke to was quite helpful.

MrMark · Dec 7, 2012

I'm sure Napa and Advance don't just want a receipt from any one, they want a receipt from their store. Same with pretty much any one that would even think about doing a warranty.

Gearwrench, Danaher, Armstrong, all try to pawn off the poor consumer by telling them to go to the retailer, which in my experience is just a maddening waste of time. The retailer doesn't have any obligation to warranty these items, at least not an obligation that they will honor consistently. I went through this once and it will not happen ever again. Either they will send me a new tool or just forget it; it's not worth it to deal with companies like that.

burgie · Dec 7, 2012

It is this kinda customer service that really irritates me and is just an example of the decline in overall customer service in this country. Hurry up and buy buy buy...and when a problem arises "It's not my problem'...

This is when I go ask for the HMFIC and bypass all the subordinates...

burgie · Dec 7, 2012

Sorry Protege...I have walked in your shoes before...and it *****. Our Sears does carry Gearwrench and will honor an exchange. Best wishes as you move forward...

MrMark · Dec 7, 2012

burgie said:
Sorry Protege...I have walked in your shoes before...and it *****. Our Sears does carry Gearwrench and will honor an exchange. Best wishes as you move forward...

On an item they don't carry in the store? You got them to order it via online and warranty it when you didn't even buy it from them online?

That sounds fantastical.

shoturtle · Dec 7, 2012

MrMark said:
On an item they don't carry in the store?

Yes they will warranty it if they carry it on their online site though they do not carry it in the store.

MrMark · Dec 7, 2012

shoturtle said:
Yes they will warranty it if they carry it on their online site though they do not carry it in the store.

If you did not buy it from them?

And you have done this I suppose?

I am going to have to call BS on that.

Maybe 03protoge will go to Sears to try that, it would be entertaining no doubt; although not for him.

shoturtle · Dec 7, 2012

Yup I brought something at napa, it broke. No nape where I was living, went to sears. They had it on their online site. They ordered it for me without any question, had it in a week in the mail. As bad as people bash sears. They are good at ordering warranty items for you.

MrMark · Dec 7, 2012

What was the item? For every rule there is an exception. You got lucky with that store.

03protege · Dec 7, 2012

The Ratchet is model 81218 it is an older 36tooth. I am not sure anyone makes this anymore I think all that is left is some NOS.

GearWrench - Consumer Tools
If any GearWrench Hand Tool purchased at a retailer, when used for its intended purpose, fails to give you complete satisfaction, please return it to the retailer location where purchased, or contact Apex Tool Group Consumer Division at (888)-757-1812 for free replacement or return.

Wouldn't this lead you to believe that you can just call the number and get service?

I wonder if it is company policy to not help people with warranty issues or lazy employees?

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On another note I called an Apex tool number that deals specifically with Craftsman to warranty my brand new never used 1/4" Craftsman industrial ratchet, that binds on every rotation, and it was as smooth as can be. I can expect a replacement in 7-10 days.

03protege · Dec 7, 2012

I just called back and of course they would be based in Eastern time! Tomorrow I am calling them back and not hanging up until they warranty their product. After striking out at Napa and Advance auto if I had to go to Sears it would have been cheaper for me to order a whole new ratchet off of the internet and pay for shipping.

SMKS · Dec 7, 2012

Warranty service is definitely the main drawback of the Apex Tools brands. SK, Williams, Snap-on, Mac, Wright have all given me much better service.

But man, those Armstrong Maxx locking flex ratchets are sweet...

shoturtle · Dec 7, 2012

MrMark said:
What was the item? For every rule there is an exception. You got lucky with that store.

Sears is pretty easy with their customer service under warranty. Fastnal is pretty good as well, I brought gearwrench from sears and warranty it at fastnal. And they never gave me issues. Fastnal just need the item before they will order.

Gearwrench magnetic u joint broke on me. Got a new one at sears. Sears do not carry them at the store, but they carry them on their online site.

SMKS · Dec 7, 2012

shoturtle said:
Sears is pretty easy with their customer service under warranty. Fastnal is pretty good as well, I brought gearwrench from sears and warranty it at fastnal.

My local Fastenal was not good about warrantying an Armstrong ratchet. They had no idea how to do it.

MrMark · Dec 7, 2012

I guess every store is different. I personally have had horrible luck with Fastenal and every story I have ever read involving Fastenal has gone badly. I was told to warranty some Armstrong wrenches at Fastenal and they were literally clueless and could not do it. I was also told that any O'Reilly could warranty Armstrong and found out that was a total waste of time. Apex has a huge disconnect with its retailers when it comes to warranty. They act like the retailer will be so willing to do it; which simply is not the case. Going to the retailer is generally infuriating, and a completely worthless waste of time and energy.

In fact, warranty with the Apex tool group is a waste of time in toto.

Fastenal seems to be the go-to, pawned off warranty place for Apex tool group, which is ridiculous in and of itself as Fastenal generally carries almost no tools in their "store" and no regular tool buying person would know of a Fastenal.

I have a feeling you must be a regular or have an account with Fastenal.

shoturtle · Dec 7, 2012

The one I go to never gave me a problem. Some stores are better then others. Some here have horrible service at sears, I always get great service at the one I go to, their staff always greets my by name.

NC-Fordguy · Dec 7, 2012

MrMark said:
What was the item? For every rule there is an exception. You got lucky with that store.

The Sears where my wife routinely does this.

I'm typing this slow so perhaps you can understand.

If the gearwrench item is something Sears does not carry in their store but does offer it online and it is in stock(this excludes marketplace) they can order a replacement and have it shipped to your home

MrMark · Dec 7, 2012

Let me type slow for your comprehension. That is YOUR store. That is not MY store or other stores I have visited.

My store is SOUTH COAST PLAZA store and they will not do any such thing.

NC-Fordguy · Dec 7, 2012

MrMark said:
Let me type slow for your comprehension. That is YOUR store. That is not MY store or other stores I have visited.

My store is SOUTH COAST PLAZA store and they will not do any such thing.

Then perhaps you need to move or take up another activity seeing how no one warranties any of your stuff. I suggest knitting or painting by numbers

kythri · Dec 7, 2012

MrMark said:
I'm sure Napa and Advance don't just want a receipt from any one, they want a receipt from their store. Same with pretty much any one that would even think about doing a warranty.

Gearwrench, Danaher, Armstrong, all try to pawn off the poor consumer by telling them to go to the retailer, which in my experience is just a maddening waste of time. The retailer doesn't have any obligation to warranty these items, at least not an obligation that they will honor consistently. I went through this once and it will not happen ever again. Either they will send me a new tool or just forget it; it's not worth it to deal with companies like that.

The funny part is, the retailer DOES have an obligation to warranty these items.

If you're going to abandon the manufacturer, you should also abandon the craptacular retailer - y'know, the people actually shafting you (be it Sears, NAPA, Advance, whoever).

kythri · Dec 7, 2012

MrMark said:
Let me type slow for your comprehension. That is YOUR store. That is not MY store or other stores I have visited.

My store is SOUTH COAST PLAZA store and they will not do any such thing.

Sears store, yes? Report them to [email protected]

haveissues · Dec 7, 2012

I warranted a gearwrench torx that I broke at Advanced auto. Never asked for a receipt, just handed me a new one.

MrMark · Dec 7, 2012

kythri said:
The funny part is, the retailer DOES have an obligation to warranty these items.

If you're going to abandon the manufacturer, you should also abandon the craptacular retailer - y'know, the people actually shafting you (be it Sears, NAPA, Advance, whoever).

I've wondered about that. Can you show me an example of a contractual obligation that the retailer agrees to regarding warranty when they sell a product? Most reputable stores will warranty something for 90 days or so and then tell you to deal with the manufacturer. It sounds like they have some ancilliary agreement where they take on major obligations.

kythri · Dec 7, 2012

I can't show you any documentation. I can only attest to this from my conversations with a NAPA franchise owner (10+ stores), and an independent tool dealer as well as my local Sears stores and Sears corporate stating the same thing to me.

Based on statements here, Snap-On also processes GearWrench warranties the same way.

Obviously, most dealers are going to prefer that they act as something more than a warranty-exchange place for someone who doesn't buy from them, and I can definitely sympathize with that attitude, but that's another conversation.

F-Bobby · Dec 8, 2012

Advance auto should take the tool back no questions asked. At least my store does.

Brownsfan · Dec 8, 2012

Advanced,,Sears and Home Depot would not warranty my broken 18mm flex ratcheting wrench. My Snap On guy sells gearwrench stuff on his truck so I asked him how much he would charge for the wrench. He asked why and I told him the story. He said give it to me and I will get you a new one. I bought them at HD and lost the reciept.They said no and if I had it I would have to bring back the whole set to exchange it.

03protege · Dec 10, 2012

Posted an update in the OP

bimmerZ5 · Dec 10, 2012

personally, i haven't had much hassle dealing with Gearwrench warranty directly. usually get something in the mail after a week. the last time i did this was about a year ago. that said, i have heard the declining trend... and even a year ago, the "lady" (is everyone talking to the same grumpy "lady"? ) was asking me if there was a Sears, NAPA, etc. near by... i just said no to all of them... all the retailers in my area (socal) tend to hire staff that don't give a **** about customer service so i knew it would just be an exercise in frustration if I went down that road. after that, she asked for a part number and name and address; got it a week later.

i have a strange feeling that this "rude", "grumpy", "lady" that everyone is referring to, is the same person... if that is the case, all of us should really file complaints... hopefully enough that they find a replacement and see if the "new" person might handle the job better.

Danglerb · Dec 10, 2012

Everybody aught to know by now anything warranty has a lot of YMMV, unless you have a receipt.

I think the trouble with GearWrench is that they clearance a LOT of products, or distributors do, and that does NOT make authorized retailers happy. No local over the counter replacement does not meet my minimum standards.

toufue_yang17 · Dec 28, 2014

Bringing this back from the dead. I've got 3 flex head ratcheting gearwrench that I need to get replace. 10mm, 12mm, and 13mm. Went to sears this past weekend and got nothing replaced. The guy told me to call gearwrench to get it replaced. I have gotten a 10mm flex replaced there before and now they won't do it. Has there been a change in gearwrench warranty recently? I'm starting to think that gearwrench is not a professional grade tool anymore since the ratcheting wrench keeps skipping teeths. Possibly it's time to move onto another brand and keep the gearwrench at home.

Gearwrench warranty at Sears

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