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Gearwrench/APEX runaround

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creativecars

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Nov 15, 2010
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Indiana- where horse and buggies still roam
Here is the deal:
I placed an order for a SAE and 20 pc metric ratcheting wrench set that had 7 wrenches and a bunch of trinkets. I get the SAE set and the others is backordered.
I think ok, I'm not in a hurry, so a several weeks go by and I send them an email, they say it is out of stock. No problem I will wait.
Then I get another email saying it is discontinued and they want of offer me a set that has 2 wrenches and a bunch of trinkets. I let them know this was not representative of the set I ordered and wanted another option, like their 8 pc set. They said no.
So now what?? I have not heard from them in several days.

Any good thoughts or notions?
Thanks
 
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Richard Cranium

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Apr 22, 2011
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some one from gear wrench used to post here and even had a link to their close out stuff on all of his posts. Look him up and I bet he will make some thing happen for you.... Sorry I don't remember his screen name...Rich
 
7

71goldss

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Northern Calif
Richard Cranium said:
some one from gear wrench used to post here and even had a link to their close out stuff on all of his posts. Look him up and I bet he will make some thing happen for you.... Sorry I don't remember his screen name...Rich
Click to expand...

His name is Steve and goes by GearWrench Brand here on GJ. He hasn't posted for a few months, but I remember that he was very helpful on the Gearwrench.com Hot Deals thread.
 
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C

creativecars

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Indiana- where horse and buggies still roam
I was a bit surprised by their handling of the situation. I'm not looking for a 100 pc set when I had only paid for a 7 pc set, but to offer a 2 pc set instead. :dunno:

Most businesses that acknowledge their mistakes will try to make it right. I don't see that happening here.

I know I'm just one guy and it is no big deal to them, but their business tactics seem off. If that is all they can offer than I will get my refund and not go back.
 
S

Syntax_Error

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Sep 18, 2013
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Des Moines, IA
You should try to contact them again and talk to a different service rep. Some people just have bad days like you. Trying once is usually not enough to get a solution when dealing with large chains.
 
I

Ign

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Jul 7, 2006
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Butte Peak ND
Good suggestions here. If that all fails can you start a credit card dispute? You didn't get what you ordered and to offer you a lesser kit is not right. Most merchants will offer a better kit if the mistake was theirs to avoid any appearance of impropriety.

GW is huge; in this case they need to eat it, give you a better set & consider a learning experience for the basic business principle: don't sell sh** that's discontinued. Not a hard concept one would think.
 
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C

creativecars

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Indiana- where horse and buggies still roam
Ign said:
Good suggestions here. If that all fails can you start a credit card dispute? You didn't get what you ordered and to offer you a lesser kit is not right. Most merchants will offer a better kit if the mistake was theirs to avoid any appearance of impropriety.

GW is huge; in this case they need to eat it, give you a better set & consider a learning experience for the basic business principle: don't sell sh** that's discontinued. Not a hard concept one would think.
Click to expand...

This^^^ is usually the way bigger companies work. That is what surprised about this whole thing?
 
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Ign

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creativecars said:
This^^^ is usually the way bigger companies work. That is what surprised about this whole thing?
Click to expand...

You're just not getting the right person. The person on the other end of the email likely has no authority, or just flat-out doesn't care. I understand why you're emailing - I would too. To call you have to set aside some time, but now I think you'll have to.

This is borderline fraud, too, but making legal threats over the phone - even to a manager - is unlikely to be productive. Still, your cc company may see some validity to a fraud argument and if GW really digs in their heels you could file a complaint with the BBB. But this is all over-reacting, I bet a manager over the phone will make it right. Be polite and state your case logically. Don't go away too easily, if its clear you're willing to stay on the phone for a period of time the manager is more likely to agree just to make you go away.
 
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wild cowboy

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Birmingham
google the term "corporate email carpet bomb"

this will get the top executives of GW to be made aware of your situation, and make sure they know in the email that your situation is being discussed on the huge GJ tool forum.

I expect if you utilize this tactic, you will end up with a free 20 piece set!
 
B

BDT/NWMN

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Jan 22, 2012
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Erskine, Mn
So Gearwrench competes directly with the Dealers who sell the Gearwrench products on a local basis..

Much in the same manner that the Snap On website competes with the Snap On Dealers with their franchised territory.. ?

Somewhere in the mix; terms such as "fair treatment" and "business practice and procedure" come into place.

You are definitely dealing with the Big Dog... Add me to the list of GJ Members who are concerned with Your outcome...
 
T

Tronyadorable

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Maybe Gearwrench was late on paying their bill at SATA ?
PC100673-1024x1024_zps0ec3a5e5.jpg
 
J

Jwych

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Mar 30, 2014
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Sioux city Iowa
Contact this lady at apex tool, she was unbelievably helpful with a warranty I had.
L. Patrice Ketzback

866-907-9706 extension 4406
 
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C

creativecars

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Messages
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Location
Indiana- where horse and buggies still roam
Here is an update.
After several days and trying to make contact on the phone and not getting any further than the receptionist at APEX, I received an email stating that my order was shipped. I thought oh.. the must have found one on the back shelf and shipped it as the original number was still listed. When it arrived it was not the one I ordered, as they are out of stock, but one of the replacements I had suggested. I still have not had any other contact with the person I was emailing or with the person Jwych suggested.
It just appeared. I am ok with the replacement but still think it was kind of odd how it all went down.
 
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