Gearwrench Customer Service Update

[mrholeshot]

In my last thread about this

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

I told of the poor customer service I got calling Gearwrench about getting a kit for a 1/4 ratchet. Here is the update.

My son wrote Michael Bruce(AKA GearWrench Brand on this forum) who is the Gearwrench Product manager. My son asked Mr Bruce several questions about gearwrench, the warranty and future issues.

The responce he got was an internal memo directing someone else to send out several warranty kits to my son. No personal responce to his questions or concerns. No reassurance for the brand. Here is a copy of what he got.

Cindy,



Can you send the following part numbers to the address below and charge it to customer satisfaction –



81099

81227



XXXXXX XXXXXX
*** XXXXXXX **
XXXXXXX ** XXXXX (address deleted for privacy)

Thanks,



Michael

Well today he received 2 kits from Apex to repair his ratchet and one to repair the one I got from NAPA.

Was this a good service, bad service? I'll leave you to draw your own conclusions. Just updating a previous thread and how it played out in the end.

 

[trout]

Was the original complaint two broken ratchets?

Seems like ok but impersonal service.

 

[mrholeshot]

Was the original complaint two broken ratchets?

Seems like ok but impersonal service.

No, My son broke the pawl in his 3/8 shortly after I made the thread. He didn't mention it to me in fear I would drive all over hell half acre trying to get it fixed. He asked for the additional kit in his note to Mr Bruce. In the end the problem was resolved but I think such an impersonal responce isn't typical to instill confidence in the brand. The sad thing was he didn't take the time to make any kind of reply but got the information second hand. But in the end he gets to repair his tools. Like him I just don't know if it's worth the aggrivation it took to get it done. I don't know what to think really. I guess just be happy something got done I guess.

 

[mikebramel]

The guy sent you the parts

Do you want flowers too

 

[marnav1]

I'm bummed a bit. Looks to me like they really aren't concerned at all. I just bought the 1/4 in swivel impact set a couple days ago. While it isn't likely I would break one, Apex/Gearwrench's policy is disappointing to say the least. Very odd behavior in my book.

 

[mrholeshot]

The guy sent you the parts

Do you want flowers too

Didn't send me the parts and I'm not bashing. I'm glad they sent them. I promiced I'd update so I did. Frankly it kind of left me scratching my head. You would think if a customer takes the time to buy your tools and then ask you about them that you or someone in the lead would take the time to answer you questions and concerns about future business practice.

 

[Pug}{maN]

The guy sent you the parts

Do you want flowers too

 

[mooman]

Mike from Gearwrench already responded to you publically on this forum and sent you the replacement parts. What more could you possibly want?

Mimrholeshot, I am very sorry about your customer service experience with us. We, like all tool companies do direct our warranty to our authorized distributors, as they are those that are closest to you, and should be able to take care of you the best. This includes the franchised trucks that sell our product, NAPA, Fastenal, among many others - including online warehouses. When they service your warranty as they should as a distributor, we cover their costs, no questions asked. You also brought up an excellent point about the warranty statement on our website. That needs to be expanded to cover all of the ways that GearWrench product can be bought/warrantied.

We want to make this right, and I will send you a PM and we can connect one-on-one. But, I wanted to state publically that GearWrench does stand behind our product, we do offer a lifetime warranty, and despite your unfortunate experience, we want to serve you, the customer, the best way we can.
__________________
GearWrench Brand is:

Michael B: GearWrench Product Manager - Apex Tool Group LLC

 

[mrholeshot]

This wasn't about me,My son had questions he asked Mike personally. Like I said I'm not bashing but just updating. In that message he says the warranty NEEDS to change. He said he wanted to connect ONE ON ONE.MY SON tried to do just that as he is the owner of the tool/s in question. Did you see that in the memo? I hope things change, I like the tools

Mike from Gearwrench already responded to you publically on this forum and sent you the replacement parts. What more could you possibly want?

Mimrholeshot, I am very sorry about your customer service experience with us. We, like all tool companies do direct our warranty to our authorized distributors, as they are those that are closest to you, and should be able to take care of you the best. This includes the franchised trucks that sell our product, NAPA, Fastenal, among many others - including online warehouses. When they service your warranty as they should as a distributor, we cover their costs, no questions asked. You also brought up an excellent point about the warranty statement on our website. That needs to be expanded to cover all of the ways that GearWrench product can be bought/warrantied.

We want to make this right, and I will send you a PM and we can connect one-on-one. But, I wanted to state publically that GearWrench does stand behind our product, we do offer a lifetime warranty, and despite your unfortunate experience, we want to serve you, the customer, the best way we can.
__________________
GearWrench Brand is:

Michael B: GearWrench Product Manager - Apex Tool Group LLC

 

[Davefr]

The guy sent you the parts

Do you want flowers too

That's the problem. If anyone complains loud enough they can generally get the issue resolved.

The issue is will Gearwrench make any sytemic improvments in their overall warranty process or will they continue to follow the "Squeaky wheel get's the grease" policy.

 

[mrholeshot]

That's the problem. If anyone complains loud enough they can generally get the issue resolved.

The issue is will Gearwrench make any sytemic improvments in their overall warranty process or will they continue to follow the "Squeaky wheel get's the grease" policy.

Thank You, Thats the point sweet and simple

 

[trout]

Mike from Gearwrench already responded to you publically on this forum and sent you the replacement parts. What more could you possibly want?

Mimrholeshot, I am very sorry about your customer service experience with us. We, like all tool companies do direct our warranty to our authorized distributors, as they are those that are closest to you, and should be able to take care of you the best. This includes the franchised trucks that sell our product, NAPA, Fastenal, among many others - including online warehouses. When they service your warranty as they should as a distributor, we cover their costs, no questions asked. You also brought up an excellent point about the warranty statement on our website. That needs to be expanded to cover all of the ways that GearWrench product can be bought/warrantied.

We want to make this right, and I will send you a PM and we can connect one-on-one. But, I wanted to state publically that GearWrench does stand behind our product, we do offer a lifetime warranty, and despite your unfortunate experience, we want to serve you, the customer, the best way we can.
__________________
GearWrench Brand is:

Michael B: GearWrench Product Manager - Apex Tool Group LLC

This I missed, that's a very different story than being CC'd on an internal email.

 

[mooman]

It's post #64 from his origional post.

 

[mrholeshot]

It's post #64 from his origional post.

Like I said, Mike said in post 64 he wanted to communicate ONE ON ONE. He had to oppertunity to do that. It didn't happen. Sometimes what is told to 1000 customers doesn't happen the way it's described. But in the end the problem got resolved. I just thought people would want to know how the story played out.

 

[KEH]

Well, when all's said and done the customer service dosen't compare well with Sears or NAPA which both handle Danaher tools(or Apex or whatever they are now.) I'm used to going into the store with a broken ratchet and being given a rebuilt ratchet, or a kit to use myself to repair, or a new ratchet, all of which are satisfactory. There is a great private tool store locally which handles quality tools including Gearwrench, I'll ask them what their policy is with GW.

KEH

 

[Creditor]

It's post #64 from his origional post.

post #66 from the original

Mr Bruce,

First off let me say that although I am more of a Snap-On fan when it comes to hard line tools that I find Gearwrench brand an incredible value and many of the tools save time and help increase profit. I have 2 sons who are auto technicians and 7 more who are ********* hobbyist as well as my two son in laws. I am always looking for ways for them to keep more money in their pockets so I find things that are the best bang for the buck. Before I retired as a lifelong technician I had purchaced some of the original 0 offset standard gearwrenches. I became a firm beleiver in the brand despite a Country of origin I use to avoid. Bottom line they worked well and helped me make more money. I had never had a problem getting one of these warrantied as I just walked into Sears or called NAPA and had them drop it on my desk. Now that I'm retired it's a differant story.

I have been pushing my sons and grandsons and sons in law as well as friends into you brand. We have Sears whose stock of Gearwrench consist of a handful standard gearwrench ratcheting wrenches and advance whose stock is pretty limited to socket sets or ratchet sets that they refuse to break up and then stock is very limited. Fastenel doesn't even want to talk about it unless you have a receipt in hand from that paticular store. backed against the wall I called gearwrench customer service and when Mrs.PMS who mans the phone in customer service told me that my gearwrench products didn't have a warranty even though I bought them new from a tool dealer on Ebay. This is a guy who sells a lot of new Gearwrench Products. Some products seem to only be available on Ebay store so I question where are they getting their tools. Surely they aren't being stolen from the gearwrench warehouse.

So many places sell gearwrench products that are not on the short list of authorized dealers she listed as well as your website that I find it impossible to beleive that so many others who sell gearwench don't buy from the Apex group. For me it's unacceptable that Gearwrench won't stand behind it's tools unless purchaced from the small handfull of places in my area who don't carry much of anything. If the tool is gearwrench that should be good enough for gearwrench to repair it or replace it when or if it fails. No other major tool company I know of or have dealt with gives me any problems. It's a inconveinance when the autorized dealers don't have any or very limited stock but I can live with that. It's an crying shame when the company that produces the product gives you the cold shoulder and comes right out and tells you that you are screwed because you purchaced it at the wrong dealer. The really sad thing is at the time of this call i was awaiting an order of Gearwrench products from Cripe Distributors who I found out isn't on your short list so here I am screwed again for buying Gearwrench products.

This wasn't an isolated inncodent, my son made the same call and got the same poor customer service. Over what? A stupid kit to repair a ratchet, thats it. As far as making it right well I think that ship has sailed. After dealing with Gearwrench customer service, Fastenel (who seems to be your customer service reps favorite outlet) and a handful of other places the NAPA I have done business with for many many years allowed me to disassemble and remove the kit to repair this paticular ratchet. That problem is solved no thanks to gearwrench.

After giving your companies tools glowing reports to family, friends and people I don't even know for years I found myself bitten by the same dog I told everybody was safe to play with. It's has put me into a position to where I'm so disgusted with Gearwrench I'm selling off all of my own except for the 2 sets I originally started off with and that because it's not a hassle getting those warrantied.

This is not a case of making me happy or making sure I'm satisfied so I won't blast your company. It's a matter of changing the warranty policy so my family, friends and anybody else who has been a victim of the Gearwrench "Super Limited, Very Conditional, ScrewYou" Warranty never has this experiance. Thats what really needs to happen. Until then I'll never buy or reccomend another Gearwrench product. I'm sure my thoughts on the subject won't even be noticed in the bottom line but just know that at least one person finds the gearwrench warranty totally unacceptable even though I'm a complete fan of the tools themselves. It just takes more than a good tool to make a good tool company. I just wanted to put that on pubic record.

 

[otis66]

I thought I'd give Gearwrench a try. I bought a 13pc set at Advanced Auto tonight. I asked about the warranty and was told that If a Gearwrench tool is broken that Advanced Auto would replace with a new one time only. If it brakes again I would have to call Gearwrench.

 

[Fedwrench]

Once upon a time Gearwrench would mail you a replacement without you ever sending the broken one to them. Their great service probably got abused. I'm glad you got your parts.
My cart is filled with mostly Gearwrench tools as an experiment of sorts. I haven't broken anything but a screwdriver in over a year.
Granted, most of my Gearwrench tools are Taiwan vintage and not the curent PRC made tools. I still wouldn't be afraid to buy Gearwrench tools. As I've said before, I would rather buy a decent made tool that won't fail though normal use, than a tool with a great warranty. Who wants a lifetime of failed tools.

 

[mrb]

you have to remember how busy these people are. they dont have time to write long personal responses to everyone. be happy they sent you the parts. it was quicker to cc you on the email instructing the shipment of the parts -if that doesnt get the point across i dont know what does.

 

[mrholeshot]

Kind of aggrivated now. My son brought me the ratchet and the kit for the 3/8 flex for me to install and the kit was missing the pawl. It figures it was the part it needed. It makes me wonder although I'm 99.9 % sure it was an oversight. I just tore one of mine apart and repaired his. I'm tired of complaining. I'll give him a ******* Snap-On and he won't have to deal with this **** anymore.

 

[mrholeshot]

you have to remember how busy these people are. they dont have time to write long personal responses to everyone. .

He had time to write a responce here as Gearwrench was in question. He asked for the 1 on 1. The score is 1-0. I'm done discussing it

 

[billymade]

This is the classic issue...... service after the sale! (this isn't unique to the Gearwrench brand either!) UGH! I don't think this is the type of service (or lack of responsiveness) that someone in a production environment needs... you can definitely see why people choose professional brands.... when they offer the type of service, quality, that people need after the sale and get the pro back to work! (not everyone has the great type of service from their truck, however!). While Gearwrench are good tools; good quality for the price... while they market themselves to the "professional"; I don't think they are quite the "pro grade"... techs are accustomed to.... but we already knew this going in.... right? Is the "saving money"; really worth the brain damage and what monetary value can you place on that? I would say at some time... there is a point of departure; if the tools aren't meeting your needs, service and requirements... look elsewhere! I would say this; no matter what brand the tool is! Sorry, this has been such a drag and caused so much brain damage! Sounds like it is just not worth it!

 

[mrholeshot]

Latest Update. My son got this email yesterday and sent it to me this morning. I'm not very optimistic about any change but it's a start. I hope it's not a case of the squeaky wheel gets the grease but it would be nice to see a true change in warranty.

Bobby,



I am sorry to not get to your response earlier – I wanted to get back the ratchet repair kit to you as quickly as I could, and then get time to respond later when I had time. I think I read that the repair kit was incomplete? Which one? Again, I am sorry about this entire experience. I called a meeting today with my team to start discussions of our warranty policy to improve the customer experience, due in large part to this very experience here.



If you would like to talk to me in person, feel free, my cell is ***-***-XXXX. (deleted for privacy)



Thanks,



Michael

 

[briggsguy17]

I think part of your problem is the tone of your e-mail. When you say things like "Mrs. PMS" it rings as unprofessional and just about any company will respond accordingly. Try taking a different, more civilized tone the next time and see if it works better. Anyways, it looks like they are getting you fixed up.

 

[mrholeshot]

I think part of your problem is the tone of your e-mail. When you say things like "Mrs. PMS" it rings as unprofessional and just about any company will respond accordingly. Try taking a different, more civilized tone the next time and see if it works better. Anyways, it looks like they are getting you fixed up.

Mrs PMS was a compliment compared to the actual conversation. What they need is to record the conversations. It painfullly obvious that doesn't happen or the CSR would be a little more pleasent on the phone. As far as the phone call goes with myself and Mrs PMS I was very pleasent. I'm use to dealing with people when they are having a bad day and if you have ever owned or been manager of an auto repair facility you catch people at really bad times. Nobody is happy when their car breaks down. As the person in business it becomes your responsibility to have the cooler head and try to make the customer happy. You don't win any business by being an *** to your customer base over the phone or in person. There are way to many companies that just leave customers blowing in the wind and unconcerned about the people who keep food on their tables.

I started out very nice, pleasent and professional. As things gets worse that goes away especially when the first call to Customer Service is a complete failure as the CSR seems to be having a super bad day. My email wasn't my first communication with the company. Treat a customer badly and it rings unprofessional, don't blame the customer when things deteriate from that point.

But anyway I thought it was good that my son got a personal reply. It maybe too little to late (or it is for me) but maybe there will be a change. I am happy to see a positive note in this whole affair on the side of Gearwrench. If they are truly sincere and not just trying to grease the squeaky wheel it will do nothing but make things better. My thoughts are this. If nobody ever complains or makes waves, nothing ever gets better because the company never takes any heat for bad service, warranty and customer relations. Sometimes the company doesn't even know whats going on until something happens.

I just was glad to report something positive on Gearwrench this round. Lets just hope they are sincere.

 

[MalibuLX3]

Honestly, I think they screwed up in not going above and beyond at this point.

It's a well known fact that it costs 5x more to attract a new customer than to keep a current one.

With competition being as high as it is, and alternatives being as plentiful as they are, one could easily write off GearWrench and not feel any strain.

How much more effort does it honestly take to write a two sentence email saying sorry about the inconvenience, we will take care of it for you. I think that is just pure laziness or arrogance that they find it acceptable to forward a memo like that and think that will satisfy the customer. Reading that memo he received, I get that feeling that I bothering them, well they wouldn't have to worry about me bothering them again, as I would be done with GearWrench.

Honestly, they should take a lesson in Customer Service from the people at Mechanics Time Savers. A customer had an issue with their product/website Mechanics Time Savers FALSE Advertisement, and they went above and beyond to remedy not only the customers concerns, but also everyone else's concerns who posted in the thread. I don't even own any MTS products, but after this example, I want to support them and say "Thank You" for doing business the way it should be done.

[end rant and step off soap box]

 

[mooman]

He had time to write a responce here as Gearwrench was in question. He asked for the 1 on 1. The score is 1-0. I'm done discussing it

I thought you were done discussing it??

 

[mrholeshot]

I thought you were done discussing it??

If you read post #23 you will see that Gearwrench has at least made an attemp in the right direction. It wouldn't be fair to pound them into the ground for everything they have done wrong and not mention when they are at least giving the impression of resoloving the issue.