Gearwrench Customer service

mrholeshot · Feb 3, 2011

Called gearwrench this morning to get a kit for a 1/4 flex ratchet for one of my sons. My son bought the 4 pc flex set of ebay new. When the lady asked where they were purchaced new as a set from a dealer on ebay. She wouldn't do the warranty because it was purchaced off ebay and not a stocking dealer. I tred to explain that I'm sre all the people selling gearwrench on ebay arn't stealing them and gearwrench must be selling them to someone besides Sears, Napa and other places. She gave me a list of about only 10 places that were autorized dealers. Pissed me off. If you call for warranty tell them you bought it at advance or some other store. BTW Cripe Distributors isn't on the list. Beware. I guess I just have the entire ratchet replaced at advance. Thats piss poor warranty service

tonydanzah · Feb 3, 2011

i though everybody knew not to tell the vendor they bought stuff from ebay

mrholeshot · Feb 3, 2011

tonydanzah said:
i though everybody knew not to tell the vendor they bought stuff from ebay

Wasn't like it was purchaced used it was purchaced from a place called ccvtools. What are they buying it from theives at Apex?

MC1983 · Feb 3, 2011

When I called gearwrench about a warranty issue, they told me to go to FASTENAL. The local FASTENAL took care of it and just ordered a replacement ratchet. I guess it is easier for them to replace instead of get you a rebuild kit.

Hiball · Feb 3, 2011

Does gearwrench even offer rebuild kits? I was under the influence it was a exchange basis only.

tonydanzah · Feb 3, 2011

mrholeshot said:
Wasn't like it was purchaced used it was purchaced from a place called ccvtools. What are they buying it from theives at Apex?

Gearwrench like most places treat it like you bought it second hand. Don't know why but they do. It shouldn't effect the warranty but it does.

MalibuLX3 · Feb 3, 2011

Too bad Gearwrench is just screwing themselves over in the long run. A rebuild kit is surely less expensive then an entire new ratchet. And if they think someone, especially mrholeshot, is going to be discouraged to not try and get and entire ratchet replaced some other way, they are terribly wrong.

mrholeshot · Feb 3, 2011

Hiball said:
Does gearwrench even offer rebuild kits? I was under the influence it was a exchange basis only.

I'm not sure but I would think they would. I;m not sure as the only thing I've exchanged have been the gearwrench wrenches.

mrholeshot · Feb 3, 2011

This to the gearwrench comments

I have been buying gearwrench products since 1994. I own somewhere in the neiborborhood of 500 gearwrench products.Just this morning I ordered the 71pc 1/4 impact set and 3 more ratchets from Cripe Distributors. This was before talking with the very rude woman at customer service.
I had called about getting a kit for a 1/4 flex ratchet. I told the lady I bought the tools from the seller ccvtools on ebay. It seems that when you buy new gearwrench tools off of ebay that the warranty is void. This is disturbing being that sometimes the only place you can find certain items is on ebay as none of the local Sears, Napa, Ace, Advance etc only carry a very limited stock and dont seem to have access or knowledge to aquire some of these items. I belong to a large tool forum and not only am I'm complaing to you but I also intend to let everyone on this forum of my very poor experiance with Gearwrench. I've always pushed people towards the brand because of it's solid value. That ends today. It's just hard to beleive that Apex/Gearwrench won't stand behind it's product. It's shouldn't matter who purchaced it or where it was purchaced. No other tool company has this policy. Even Autozone will warranty duralast no questions asked. maybe you guys should rethink your warranty and train you reps to drop the demeaning attitude.
I know that Apex,gearwrench, danaher, armstrong, kobalt,craftsman and a few other brands are part of the Apex group. I'll make sure to avoid all these brands and share my poor experiance with others. Addios Gearwrench.

MalibuLX3 · Feb 3, 2011

Is that a email you wrote to gearwrench?

billymade · Feb 3, 2011

Never ever, ever, tell a company that you bought something off of eBay! Take it to your local NAPA or Fastenal; see if they can help you. The last warranty I did on a Gearwrench wrench; I called and they told me to take it to Sears, Fastenal or NAPA. Sears didn't have it in stock (thus wouldn't warranty it); Fastenal wouldn't warranty it unless I bought it from them (provide a proof of purchase with a receipt) and NAPA kinda gave me the run around. I had to pay for the wrench until it showed up (special order next day), they almost didn't do it because some of the parts that broke (ratcheting ring inside the box end) were missing when I took it to the store (I later found the ring in the trash) but they ended up getting me the wrench, took my broken wrench.... THEN refunded my money. I don't think this is probably normal procedure but NAPA stores are owned by local people... what has other people's experiences been? It was a hassle going to three different stores but NAPA finally gave in and warranted it for me!
Gearwrench seems to push warranty stuff on to their dealers and then the dealers don't seem to want to bother with it!

UncleJoe · Feb 3, 2011

adding fuel to the fire
From the Gearwrench website:
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 any Sears* location, or contact Apex Tool Group Consumer Division at (888)-757-1812 for free replacement or return.

Notice the phrase "If any GearWrench Hand Tool purchased at a retailer, .."
It does not say authorized retailer just a retailer. Bubba's world of tools is a retailer and some guy selling tools on ebay is a retailer.

I think they should honor it or change their warranty.

stopdroplol · Feb 3, 2011

I'm pretty sure most manufacturers will turn away the moment you mention ebay. I had a similar experience with Snapon.

I bought a box of busted ratchets/breaker bars. Probably 15ish items in the box with various problems, busted fittings, gears, missing balls, grind marks. Only paid like 10 bucks and figured I could warranty most. Well after accidentally bumping into a truck one day I asked about it (only time I've ever been on a truck). The guy looked at me funny and told me to email him. After emailing him the list of items/problems he says he can't do anything because I didn't by them from him or Snapon but instead offers to buy them from me. I think I sold them for like $30 dollars.

billymade · Feb 3, 2011

He took them; warranted them and then good new tools to sell to his customers on the truck! If you ever get broken Snap-On tools in the future; send them into Snap-On or call them and they will send you new tools free of charge! Don't tell them you bot them on ebay! Many dealers will tell you all kinds of hogwash to benefit themselves or they just don't want to bother with you!

bchee · Feb 3, 2011

Maybe you can call back and just talk to a different person.

I'm noticing a trend here. All of the poor warranty experiences I have had, have been with women, and they always give attitude.
Many of the complaints of poor warranty that I read on here also involve women.

billymade · Feb 3, 2011

When I called Gearwrench customer service # listed on the package; it was a women but I think that customer service people many times are women, not necessarily a male/female issue. I get the feeling; that these people are told to try to get the customers to go through their dealers to keep their costs down, they are shooting themselves in the foot... IMHO, by hurting their reputation and customer base.

mossyboy6 · Feb 3, 2011

I have tons of gearwrench tools, and their warranty department does ****.

Next time, just ask to talk to the manager, they usually are pretty nice.

jrj3rd · Feb 3, 2011

I would PM member "GearWrench Brand" here on the forum. I think Steve has some connections as he is a Brand Manager for Apex. :thumbup:

tonydanzah · Feb 3, 2011

stopdroplol said:
I'm pretty sure most manufacturers will turn away the moment you mention ebay. I had a similar experience with Snapon.

I bought a box of busted ratchets/breaker bars. Probably 15ish items in the box with various problems, busted fittings, gears, missing balls, grind marks. Only paid like 10 bucks and figured I could warranty most. Well after accidentally bumping into a truck one day I asked about it (only time I've ever been on a truck). The guy looked at me funny and told me to email him. After emailing him the list of items/problems he says he can't do anything because I didn't by them from him or Snapon but instead offers to buy them from me. I think I sold them for like $30 dollars.

wow you got hosed, he bought them from you warrantied them and resold them on his truck

stopdroplol · Feb 3, 2011

tonydanzah said:
wow you got hosed, he bought them from you warrantied them and resold them on his truck

Yeah I know, only reason I made the deal was because they had been sitting around for a couple months and at the time I didn't realize I had other options. This was probably 2 years ago. Don't even think it occurred to me to go on Snap-on website or what have you.

Meh. Learning experience is all.

MrMark · Feb 3, 2011

Hiball said:
Does gearwrench even offer rebuild kits? I was under the influence it was a exchange basis only.

"I was under the influence" LOL!

MrMark · Feb 3, 2011

billymade said:
Never ever, ever, tell a company that you bought something off of eBay! Take it to your local NAPA or Fastenal; see if they can help you. The last warranty I did on a Gearwrench wrench; I called and they told me to take it to Sears, Fastenal or NAPA. Sears didn't have it in stock (thus wouldn't warranty it); Fastenal wouldn't warranty it unless I bought it from them (provide a proof of purchase with a receipt) and NAPA kinda gave me the run around. I had to pay for the wrench until it showed up (special order next day), they almost didn't do it because some of the parts that broke (ratcheting ring inside the box end) were missing when I took it to the store (I later found the ring in the trash) but they ended up getting me the wrench, took my broken wrench.... THEN refunded my money. I don't think this is probably normal procedure but NAPA stores are owned by local people... what has other people's experiences been? It was a hassle going to three different stores but NAPA finally gave in and warranted it for me!
Gearwrench seems to push warranty stuff on to their dealers and then the dealers don't seem to want to bother with it!

It's not just Gearwrench, it is all the companies in the Danaher group.

MrMark · Feb 3, 2011

stopdroplol said:
I'm pretty sure most manufacturers will turn away the moment you mention ebay. I had a similar experience with Snapon.

I bought a box of busted ratchets/breaker bars. Probably 15ish items in the box with various problems, busted fittings, gears, missing balls, grind marks. Only paid like 10 bucks and figured I could warranty most. Well after accidentally bumping into a truck one day I asked about it (only time I've ever been on a truck). The guy looked at me funny and told me to email him. After emailing him the list of items/problems he says he can't do anything because I didn't by them from him or Snapon but instead offers to buy them from me. I think I sold them for like $30 dollars.

That guy gave you a good shafting and he is dishonest in my view.

mrholeshot · Feb 3, 2011

MalibuLX3 said:
Is that a email you wrote to gearwrench?

Yes. I copied and pasted it. I was pissed off. I was just a kit I was after.

mrholeshot · Feb 3, 2011

billymade said:
Never ever, ever, tell a company that you bought something off of eBay!

Yeah, I know that now :lol_hitti

Just didn't figure it would be an issue. How much can a kit cost?

mrholeshot · Feb 3, 2011

MrMark said:
It's not just Gearwrench, it is all the companies in the Danaher group.

Yeah, They now tell you it's "Apex FORMALY the danaher group" so I guess danaher is history

mkdive · Feb 3, 2011

I have had the opposite reaction with GW customer service. I called them about a year ago. My 1/4" XL ratcheting combo had a small spot where the chrome was flaking off. Called the 800# and talked to a representative. She said no problem, asked for my address and said she would send one out. I asked if she was going to send a envelope so I could send mine back. She said "don't worry about it keep it". Wrench arrived a couple days later.

Seanbev24 · Feb 3, 2011

I just don't understand the thinking of these companies. In this ****** economy where businesses are dropping like flies, why risk losing a loyal customer over a ratchet kit (no matter what the fine print in the warranty says).

Like mrholeshot said, this wouldn't be an issue if I could walk into any of their "authorized" retailers and see more than a few ratcheting wrench and socket sets.

woody 73 · Feb 3, 2011

Seanbev24 said:
I just don't understand the thinking of these companies. In this ****** economy where businesses are dropping like flies, why risk losing a loyal customer over a ratchet kit (no matter what the fine print in the warranty says).

Like mrholeshot said, this wouldn't be an issue if I could walk into any of their "authorized" retailers and see more than a few ratcheting wrench and socket sets.

Yes I agree why risk losing a good customer in this rotten economy over one ratchet kit...

ZRX61 · Feb 3, 2011

MC1983 said:
When I called gearwrench about a warranty issue, they told me to go to FASTENAL. The local FASTENAL took care of it and just ordered a replacement ratchet.

Same here, except it took ******** MONTHS to get the replacement. Haven't bought any GW since.

Roots · Feb 3, 2011

ZRX61 said:
Same here, except it took ******** MONTHS to get the replacement. Haven't bought any GW since.

That might be more of the fault of Fastenal, I refuse to even visit them any more as every instance of ordering something at their stores, has led to horrendously unacceptable wait times.

mrholeshot · Feb 3, 2011

woody 73 said:
Yes I agree why risk losing a good customer in this rotten economy over one ratchet kit...

I own a lot of Gearwrench stuff. I buy things just to try them or for my boys. I just bought somemore of it this morning before I called gearwrench. I wish I would have called before making the order. I bought it from Cripe Dist and according to gearwrench Cripe isn't an authorized dealer

wornoutoldman · Feb 3, 2011

mrholeshot said:
I own a lot of Gearwrench stuff. I buy things just to try them or for my boys. I just bought somemore of it this morning before I called gearwrench. I wish I would have called before making the order. I bought it from Cripe Dist and according to gearwrench Cripe isn't an authorized dealer

If Cripe is not an authorized dealer how are they getting all the good stock and offering such great values? Could this have something to do with my recent purchase (not from Cripe but another large ebay toolseller) getting a MATCO Branded wrench in my sealed gearwrench box? Just wondering. :headscrat

HookWorse · Feb 3, 2011

You could just spend the 16 or so bucks, put a Matco 88T kit in it, and have a better ratchet....

bchee · Feb 3, 2011

HookWorse said:
You could just spend the 16 or so bucks, put a Matco 88T kit in it, and have a better ratchet....

This might be the best idea yet.

BTW mrholeshot how many impact sets were in stock when you ordered?

occ3377 · Feb 3, 2011

My only experience with them was also just the opposite of you. I was out in the middle of no where cutting hay last summer and when i stopped for lunch i remembered a guy at our shop wanted me to warranty a nut driver thing for him. (the 1/2 driver in this set:http://www.gearwrench.com/catalog/s...geardriver_nutdriver/setdetails.jsp?part=8916) As i said i was nowhere near this tool but i have gear wrenches number in my phone so i call, i get a lady who is very helpful and even though i gave her a vague description of the tool, she spent the time to find it and sent it out also saying i didn't need to return the old tool.

mrholeshot · Feb 3, 2011

bchee said:
BTW mrholeshot how many impact sets were in stock when you ordered?

2 and then I went in to buy the other a few minutes later and it was gone

mepilotunot · Feb 3, 2011

I have the KD part numbers for the Gearwrench ratchet rebuild kits. I also stock them because I sell the Armstrong fine tooth locking flex head. And they all take the same kits. I have also rebuilt the Matco ratchets with these kits. If you have a Cornwell dealer he can get the kits through Cornwell. Thats where I get them! And we warranty them.

ZRX61 · Feb 3, 2011

Roots said:
That might be more of the fault of Fastenal,

GW is ultimately repsonsible for who they choose to handle warranty claims.

Fedwrench · Feb 3, 2011

I guess you should have stuck with Duralast. :bounce:

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