Gearwrench Customer service

[sk farmer]

Still waiting on the post where you sell all your GW stuff.....

it's not happening, just more drama. when you see 500 peices of gw stuff for sale in the classified then believe it.

 

[84bimmer]

Yeah, I was really planning on buying a lot (and I really mean a lot) more Gearwrench tools online (not from an "authorized dealer") in the very near future. But that plan has since become very stagnant, and likely not to happen. I already own and like the standard GW tools that their "retailers" sell, ratcheting wrenches and basic socket sets are about all you can by from any of these places. GW makes a lot of other quality tools, but if you can't get any of those replaced locally or even directly from GW, then what is the point of having a warranty on these tools at all?

Most areas have a MATCO dealer, seeing Matco and GW are basically the same company these trucks should be able to handle these warranties. I am sure that a Mac dealer would warranty a Stanley tool, and of course they would take care of a Proto or Blackhawk tool.

 

[chadster1]

I'm a Snap-on dealer and I can warranty gearwrench.

 

[mrholeshot]

Still waiting on the post where you sell all your GW stuff.....

I already have some for sale in the classifieds, some private sales on here, some private sales locally. I only post up a small amount of things at a time. I don't want to get overwhelmed trying to get things shipped. It's not like I'm trying to raise money to pay the light bill, lol

 

[mrholeshot]

it's not happening, just more drama. when you see 500 peices of gw stuff for sale in the classified then believe it.

Really?? Look in the classifieds, ask PUGMAN, Talk about what you know.

It's not drama, I had a legitimate beef with Gearwrench and stated my problems here so others would know before buying stuff from unathorized dealers. Seems I'm not the only person. If nobody ever makes the company accountable for their piss poor warranty practice the more and more people will get screwed over. Through it all I've had nothing but great things to say about the products themselves.

 

[mrholeshot]

Any updates? Did anyone get their situation resolved?

I got a PM from them with a phone number to call. I'll report back after I call and see whats said. All I want them to do is warranty the tools like they should be. It's a real shame because I really like the tools they offer.

 

[komobu]

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.

Exact same thing happened with me! I called Danaher 800 number about a 10 mm xl ratcheting wrench that broke. They told me to keep it and sent me a replacement that I had in a few days. They never even asked me where I bought it.

 

[mrholeshot]

Exact same thing happened with me! I called Danaher 800 number about a 10 mm xl ratcheting wrench that broke. They told me to keep it and sent me a replacement that I had in a few days. They never even asked me where I bought it.

Ive had the same experiance once. Even posted about it. Just called and told them the problem and a few days later I had a new wrench. In this case it seems as if company policy has changed for the worse. I thought it may have been an isolated case until my son called and got the same responce. I hope they get it worked out because I do like a lot of their tools. But like Ive said before "A tool is no better than the warranty" Now this may not be an issue for collectors but for the average Joe who really uses them he counts on the company to stand behind them. There are a lot of guys who don't have a lot of money to spend on tools and if a 30 dollar ratchet breaks and he can't get it warrantied he would have been better off going to Habor Freight. Unlike many people on this forum there are many people who are trying to get by on very limited funds. It's the reason so many guys just trying to get by buy tools at HF and Sears. The warranty is no hassle and most things are usually available and if they don't have exactly the tool you broke they will upgrade it to the next best but they will keep you going. For me it wasn't about the ratchet, the money or anything lost. It's all about Apex not honoring the warranty.

If nobody ever complains how will things change? How will others ever know that the tools they bought brand new from a tool dealing warehouse online won't be covered? Maybe they figure if they deny warranty on every other claim that it evens itself out so then you have people who get hosed and people who rave about how good they are. That leaves everyone questioning whats the real deal.

 

[KEH]

Looked in local Advance Auto. They have Gearwrench stuff. Interestenly enough, they had in stock a 1/2 gearwrench made in Taiwan for $30 and a 3/8 drive made in China for $29. These are the flat top non pushbutton types. I didn't ask about warrenty policy but I doubt if there would be a problem. My approach at a store always has been to present the damaged wrench, don't remember being asked for a receipt. Same thing with the Snap on truck, in fact I've never had any negative experience on a SO truck.

Years ago I had a slight negative experience with a Mac truck. I had a box end that was old and slipping. I stopped at a Mac truck to exchange it, he looked at my suit and tie that I wore to work, and told me their tools were guranteed not to break but not to wear out. That fired me up so I got a professional mechanic relative to swap it.

I have had more fun buying used tools than new in recent years and maybe have picked up a GW socket or two. No ratchets, personally I'm not all that impressed with them.

KEH

 

[george4]

Any updates? Did anyone get their situation resolved?

I was told on August 12, 2009 by Gearwrench that a couple of promised replacement wrenches would be mailed to me directly from Gearwrench within 10 days. They have not yet arrived.

 

[mrholeshot]

Looked in local Advance Auto. They have Gearwrench stuff. Interestenly enough, they had in stock a 1/2 gearwrench made in Taiwan for $30 and a 3/8 drive made in China for $29. These are the flat top non pushbutton types. I didn't ask about warrenty policy but I doubt if there would be a problem. My approach at a store always has been to present the damaged wrench, don't remember being asked for a receipt. Same thing with the Snap on truck, in fact I've never had any negative experience on a SO truck.

had anyone had the ratchet I was looking for other that Fastenel I'm sure getting the ratchet replaced wouldn't have been a problem. My beef was with Gearwrench customer service and getting the warranty axed. As far as Fastenel, I'll never set back in one of those places again for anything. Gearwrech still stands a chance if they do the right thing with warrenty service. I wouldnt expect the to replace a wrench that had been laying in the bottom of a boat and rusted up or replace a ratchet with a 3 foot pipe welded to it but at least be resonable.

 

[wafrederick]

The gearwrench catalog shows the part number for the ratchet repair kits for the non quick realeases and roto ratchets.

 

[zer0cell]

Technically, people could just lie about their tool breaking, expecting they will be sent a new one without even having to show proof of owning the old one and they would get a new tool for free. This is, of course very dishonest and sadly might have contributed to gearwrench's warranty taking a turn for the worse. I mean no one wants to pay $5+ dollars to ship in a product that was only worth like $10 or whatever, then wait for the company to receive it, then wait for them to process it and HOPEFULLY they will warranty it and send you a new one.

Alternatively, if gearwrench gives you a pre-paid shipping label then they have paid shipping both ways and made a customer have to wait longer than necessary. In some cases the shipping cost might be more than the item you are sending in! Anyway, repair kits I think might be the way to go, if the customer feels very confident in being able to fix it himself as it is cheap to ship, and there is little worry about warranty fraud. In other cases, just send the customer the missing part. I can understand a company wanting to direct a customer to a local dealer if available as it saves the customer the trouble of having to wait for a replacement. However, ALL "authorized" distributors, especially those recommended by the company(!) should be FORCED to replace all those company's products if the claim is legitimate, even if the customer has no receipt. Those that fail to comply should loose their "authorized" status. Plain and simple.

Actually... Fastnal is as much to blame as GearWrench in my opinion. They charge top dollar for most products and if they are going to refuse warranty on a product they carry (with or without the receipt) then WTF is the point of being an "authorized" dealer!? It's really just that no one wants to deal with the customer in this case and probably others... and they just want you to go away.

 

[mrholeshot]

Technically, people could just lie about their tool breaking, expecting they will be sent a new one without even having to show proof of owning the old one and they would get a new tool for free. This is, of course very dishonest and sadly might have contributed to gearwrench's warranty taking a turn for the worse. I mean no one wants to pay $5+ dollars to ship in a product that was only worth like $10 or whatever, then wait for the company to receive it, then wait for them to process it and HOPEFULLY they will warranty it and send you a new one.

Alternatively, if gearwrench gives you a pre-paid shipping label then they have paid shipping both ways and made a customer have to wait longer than necessary. In some cases the shipping cost might be more than the item you are sending in! Anyway, repair kits I think might be the way to go, if the customer feels very confident in being able to fix it himself as it is cheap to ship, and there is little worry about warranty fraud. In other cases, just send the customer the missing part. I can understand a company wanting to direct a customer to a local dealer if available as it saves the customer the trouble of having to wait for a replacement. However, ALL "authorized" distributors, especially those recommended by the company(!) should be FORCED to replace all those company's products if the claim is legitimate, even if the customer has no receipt. Those that fail to comply should loose their "authorized" status. Plain and simple.

Actually... Fastnal is as much to blame as GearWrench in my opinion. They charge top dollar for most products and if they are going to refuse warranty on a product they carry (with or without the receipt) then WTF is the point of being an "authorized" dealer!? It's really just that no one wants to deal with the customer in this case and probably others... and they just want you to go away.

I agree on every point you make.

 

[zoomzoomjeff]

As far as I'm concerned a tool is no better than it's warranty.

Reminds me of Tommy Boy. "I could **** in a box and mark 'guaranteed' on it but then all you'd have is a guaranteed box of ****!"

 

[ZRX61]

My problem with the GW is not with GW themselves, it's with the assholes they choose to do the warranty for them: Fastenal.
& now I know I'll have to deal with those assholes next time something breaks I won't be spending a dime with GW for new tools.

 

[mrholeshot]

Steve (GearwrenchBrand) I'm still waiting?