Gearwrench Lousy Warranty Service

george4 · Aug 11, 2009

I have a collection of sae and metric Gearwrench ratcheting combination wrenches purchased at a couple of large Sears stores in my area. The ratcheting part on the 19 & 7 mm, which I do not think I ever used, will not rotate. Took them to Sears multiple times over a period of several months, they agreed that they were defective but they were never in stock and I was told to check again later. Finally gave up and contacted Danaher directly via email, they could not do anything but passed the buck to a local Fastenal dealer. Not in stock there either but if I take another trip to take them in to Fastenal, they will try to order them. Great business plan, make it difficult enough for customer to warranty anything and maybe they will go away.

64merc · Aug 11, 2009

That's strange, I always heard that Danaher would mail you a replacement and all you had to do was mail them back the broken one. Personally, I've only had one replaced at Sears. Would it help to maybe contact Sears customer service or push their management to order the replacement.

BB26 · Aug 11, 2009

64merc said:
That's strange, I always heard that Danaher would mail you a replacement and all you had to do was mail them back the broken one.

I have had five tools replaced through the mail by Gearwrench. No problems, no questions asked. They did not even want the broken items.

64merc · Aug 11, 2009

If there's one thing I've learned from calling about tool warranties, it's that each person you talk to will give you a different answer. I would call back and talk to someone else. If they refer you to Fastenal or Sears tell them that they don't carry them and that you would like them to send you the replacement.

george4 · Aug 11, 2009

Per some advise above, I called Gearwrench directly. The service rep needed a “code” from the wrench that I did not have in front me before he would say anything further. I will call him again tomorrow when I have the wrenches in front of me. I did not realize that Gearwrech has such a large warranty claim occurrence on such a simple item. I am working on having Gearwrench win the award for the largest amount of time wasted per dollar value of wrench replaced.

Gearhead559 · Aug 12, 2009

normally, the tool trucks warranty them just fine.

but i find it helpfull, to let the ends of the ratching part of the wrench, soak in some tool oil. but then again, i use mine on a daily basis. i have the stands that hold them vertical, and its easyer to soak them that way..i found that over time, they would grime up, and or lock up from dirt. and im not taking them apart to clean them even if you can. but i found over time, using them daily, after a year or or, they would grime up, or i have worn them into locking up, or wear the pins out in the swivel ended one.

crowsfoot · Aug 12, 2009

I use gearwrenches all the time at my work,alot of lock ups,SO ALL I DO IS take them to lowe's ,enen tho i bought them at sears and with no receipt they trade them out for new ones,must have done this 10 times no charge no receipt......crowsfoot

crowsfoot · Aug 12, 2009

take the wrenches to lowe's, yes the lumber and hardware store,no receipt they trade for new ones,even tho purchased at sears. just go to return counter tell them u have wrenches to swap for new and yer out the door with new wrenches ,done this 10 times no questions......crowsfoot

george4 · Aug 12, 2009

After a few more calls, the service department at Gearwrench said they would send me the wrenches within the next 10 days. While I appreciate that, I am not holding my breath. In any event, I think that several visits to stores, emails and half a dozen phone calls are excessive for 2 wrenches.

Fedwrench · Aug 12, 2009

I'm surprised you had any issues. I have replaced a few items from Gearwrench by calling their customer service number, providing them the part number of the items, and explaining what was wrong. The replacement came via UPS in about a week and that was it. No problems. It's a good thing you don't use those wrenches.

Vinko · Aug 13, 2009

crowsfoot said:
I use gearwrenches all the time at my work,alot of lock ups,SO ALL I DO IS take them to lowe's ,enen tho i bought them at sears and with no receipt they trade them out for new ones,must have done this 10 times no charge no receipt......crowsfoot

10 times? Seems like a hell of a lot of problems and bother.

I wonder if the high end stuff would develop problems given your high use of this type of tool? I've had Armstrong that don't see daily use, but they are used in a shop environment for adjusting some machine tools.

I've also got old, old SO ones.

Don't know if the more expensive hold up better or not. But if so, this would justify the cost to me. I can't see going to Lowes/Sears whatever for replacement all the time.

crowsfoot · Aug 13, 2009

All I am saying is it is a place yer able to exchange them receipt or no receipt. Ten times refers to over maybe over a 5 year period. I use 2 wrenches exclusively close to 7 hours a day 5 day a week.alot of use in a dirty environment so they may lock up from it.at least i'm not stuck with waiting for the snap-on man to decide to come by and wait a week for replacement.I drive past Lowe's daily and dont have to mail them in and wait. crowsfoot

LGMechanical · Aug 13, 2009

I broke 1 gearwrench and replaced it via the mac truck. That was about 5 years ago. After that day I always crack the fastener with a regular wrench first and haven't broken one since.

Teken · Mar 10, 2010

george4 said:
Per some advise above, I called Gearwrench directly. The service rep needed a “code” from the wrench that I did not have in front me before he would say anything further. I will call him again tomorrow when I have the wrenches in front of me. I did not realize that Gearwrech has such a large warranty claim occurrence on such a simple item. I am working on having Gearwrench win the award for the largest amount of time wasted per dollar value of wrench replaced.

What was the code number you gave them? Are you referring to the model number on the wrench, or is there a actual serial number? :headscrat

mooman · Mar 10, 2010

I believe there is a alpha after the part number. i.e 8142H

84bimmer · Dec 23, 2010

I know this thread is old, but it caught my attention. I've used the same set of gearwrenches for years, and I do get an occasional lockup. But when I do, I just give the box end a good whack on the floor, and it's back to wrenching with no further problems for months. I've never had to warranty any of their products. I like them very well. However, I have no experience with their Chinese tools.

mrholeshot · Dec 23, 2010

You can call gearwrench and they will send you a new one. How much better can it be??

dankicksass · Dec 23, 2010

Gearwrench/KD and Allen have always been good to me, mail out a replacement tool and they don't want anything but the phone call.

mossyboy6 · Jan 27, 2011

I called them yesterday and had to talk to a the manager in order for me to get things mailed to me.

ZRX61 · Jan 27, 2011

mrholeshot said:
You can call gearwrench and they will send you a new one. How much better can it be??

They won't if there's a Fastenal local to where you live, took me weeks to get a replacement ratchet through those asshats. Haven't bought any GW products since.

1983Camperspecial · Feb 5, 2011

I have had 2 set of GW wrenches and have never once had a problem. much less the need to take em back 10 times, and I have abused the **** out of mine.

mrholeshot · Feb 5, 2011

Heres my latest experiance

http://www.garagejournal.com/forum/showthread.php?t=90307&highlight=gearwrench+customer+service

csmitty · Feb 16, 2011

When returning to lowes or sears do you normally take the whole set or just the one or two that are having issues? I've got a few that like to lock up, usually a slight whack will free them up for a bit but sometimes it doesn't.

tonydanzah · Feb 16, 2011

mrholeshot said:
You can call gearwrench and they will send you a new one. How much better can it be??

How quickly opinions change :lol_hitti

mrholeshot · Feb 16, 2011

tonydanzah said:
How quickly opinions change

A lot of that going on lately. It all about sell, sell sell, Then FU :lol_hitti

comedyman809 · Feb 16, 2011

i have called gearwrench many times and they just send me a new item

i dont even have to send the broken one back.

comedyman809 · Feb 16, 2011

call them direct.

kd

wafrederick · Feb 16, 2011

I have the nearest AutoValue auto parts store replace them if they break and it has been hassle free so far.

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