Gearwrench fail-Update-Sears fails

[340wedge]

just literally placed my NEW 10MM Gearwrench against the bolt, and the ratchet part, spring fell right out. I have never used this wrench before so it was not abused. This is the Taiwan made set. Purchased via online at Sears so we will see how the return goes. Anyone else have this failure?

Okay I have an update. I went to Sears and they refused to take the wrench back and exchange it and they had one on the shelf. I went through two salesperson and a manager! I was told they do not warranty Gearwrench only their own line of tools, Craftsman. I contacted the number provided and spoke to a lady from Apex tool, who stated Sears is SUPPOSED to be accepting the returns and they are not doing it!. She advised me to go to a Fastenal and they will do the return, I have one in the next town. I have been a life long Craftsman supporter since I bought my first tool in 1982. This will not sit well for me purchasing from Sears again. It is no wonder they are going under.

I saw some of the pics on this post and I can tell you this wrench had no snap ring, maybe that is why it fell apart.

 

[SMKS]

Good luck at Fastenal. They don't have a great track record warrantying Apex tools.

Did you ask Gearwrench to just send you a new one? A good number of people here claim they'll do it. They wouldn't do it with an Armstrong ratchet kit I needed, though.

 

[JonnyMac]

My local hand tool store has stopped selling gearwrench stuff completely as they are a PITA to deal with and the quality isn't great.

 

[stage20]

Advance auto worth a try? All my stores have large open stock

 

[quattroJoe]

Good luck at Fastenal. They don't have a great track record warrantying Apex tools.

Did you ask Gearwrench to just send you a new one? A good number of people here claim they'll do it. They wouldn't do it with an Armstrong ratchet kit I needed, though.

I contacted Gearwrench by email for a warranty claim and had the part in hand in a week, no hassle or runaround.

 

[dadler]

Best of luck with your exchange. You might just have to send them back to Apex.

Semi-related:

I own a lot of GearWrench stuff (6 ratchets, 1/4 and 3/8 universal sockets, a couple full sets of combination wrenches, etc), but recently bought a set of their double-box end ratcheting wrenches:

http://www.amazon.com/dp/B0002NYD08/?tag=atomicindus08-20

And both the 18mm and 19mm ratcheting mechanisms are so rough, that it sounds like rough metal on metal click-scraping instead of the smooth ratcheting of the rest of them. It'd be one thing if it was only one, but literally two full wrenches out of this 6 wrench set are defective. I'm sending them back to amazon.

I know a lot of people are happy with their GearWrench ratcheting wrenches, but I think I am going to go with a USA made set next time. I just don't enjoy using tools that feel cheap. It's fun to use good tools, and explicitly not-fun to use bad ones. Argh.

 

[ihateminimumwage]

I contacted Gearwrench by email for a warranty claim and had the part in hand in a week, no hassle or runaround.

Same experience I had with just a phone call to Apex. Worst case you have to mail it back in an envelope (wrapped in box tape so it doesn't tear through). Costs under $2 to ship.

I'd cut off your local Sears from future business if they wouldn't warranty a wrench with stock on the shelves.

 

[trpearcy]

Advance auto worth a try? All my stores have large open stock

Ya, advance should warrenty it. I used to work their, and we warranties gearwrench all the time, even if it we had to open a set to get the customer the right wrench/socket.

 

[92integra]

yeah man advanced all the way i have one by my house bought a few things there nothing crazy havent even 100 bucks talking to the guy's at the counter they said they will warrenty any GW no questions asked

 

[sloppy]

My Sears just hands you a new one if they have it in open stock.. Which they carry pretty much all of the GW line in open stock...

 

[skylinegtr20]

And thats why I buy from the truck.

But all seriousness if they stock the product they should warranty the product no questions asked.

 

[1950mercury]

Id mail it in, or call around. Sounds like you are spending more money in gas than the wrench costs.

Nice car love those a-bodys

 

[nicksnothereman]

Might want to bite the bullet on just replacing the snap ring if you've got retaining ring pliers and aren't missing any of the "internals". I haven't looked at it but probably better than getting the run around and waiting a month to get a replacement from the factory. If it's a horseshoe circlip you can get a whole pack of them for 4 bucks at harbor freight or individuals for around 40 cents at lowes (2 pack for 80 cents). Costs money but if you have the stuff pretty easy to do.

I have to look at the chinese apex ones I have, they're probably pretty similar in style.

 

[nicksnothereman]

Might want to bite the bullet on just replacing the snap ring if you've got retaining ring pliers and aren't missing any of the "internals". I haven't looked at it but probably better than getting the run around and waiting a month to get a replacement from the factory. If it's a horseshoe circlip you can get a whole pack of them for 4 bucks at harbor freight or individuals for around 40 cents at lowes (2 pack for 80 cents). Costs money but if you have the stuff pretty easy to do.

I have to look at the chinese apex ones I have, they're probably pretty similar in style.

I just looked at it. Doesn't appear to be (easily) serviceable, not seeing any rings visible on the outside. Maybe the ring itself (steel) isn't machined right which means it can't hold the ratcheting mechanism without falling out. Don't know. Tell apex to replace it but you might get a chinese replacement.

 

[firebox40dash5]

I just looked at it. Doesn't appear to be (easily) serviceable, not seeing any rings visible on the outside. Maybe the ring itself (steel) isn't machined right which means it can't hold the ratcheting mechanism without falling out. Don't know. Tell apex to replace it but you might get a chinese replacement.

The snap ring doesn't have anywhere to grip with pliers anyway, it's just a smooth ring, not like a pear head ratchet. Sounds like either you're missing the ring altogether, or the groove in the body or the ratcheting ring is machined too deep. I've had the same happen once... except it was a well used 15mm that failed while I was beating on it pretty hard. I could get everything back in, but the ring no longer held.

I'd go back to Sears (one final time... ever) and say I no longer wanted to warranty it, but I would like to return this defective item for a full refund.

 

[joebachor]

i had a new 3/8 gearwrench that slipped the first time i used it and advance auto gave me a new one. neither were taiwan, they wetre both chinese garbage.

 

[Sam'sAutoParts]

Advance Auto, Just returned a 1/4 drive ratchet. I had to go twice though, first store was out of stock, second store replaced it no questions asked.

 

[Davefr]

Buy the one on the shelf then use the receipt to return (not warranty) the defective one.

If Sear's reneges on their obligation to provide warranty support then outsmart them.

 

[Zrexxer]

The principle of the matter aside, how much of your time are you willing to waste trying to get it warrantied? A new 10mm Gearwrench is $7.39 on Amazon with free shipping (I'm a Prime member). I'd have quit screwing with it and had a new one on the way already. My time is worth more than $7.

 

[stage20]

The principle of the matter aside, how much of your time are you willing to waste trying to get it warrantied? A new 10mm Gearwrench is $7.39 on Amazon with free shipping (I'm a Prime member). I'd have quit screwing with it and had a new one on the way already. My time is worth more than $7.

If it was something that was a non isssue, I agree 100%, but this is about principle. Ill waste money and get the warrantee honored. In todays market companies want you to fold. If he does he just spent 7 dollars to much for his set and this happens all the time. As a business owner id eat that 7 dollar wrench so my customer will come back and spend hundreds in the future.

 

[stage20]

And thats why I buy from the truck.

But all seriousness if they stock the product they should warranty the product no questions asked.

How many times a week he stop by? Nothing is bulletproof from being defective

 

[340wedge]

Thank you 50 Merc, you are so right!
Quote "--------------------------------------------------------------------------------

Id mail it in, or call around. Sounds like you are spending more money in gas than the wrench costs.

Nice car love those a-bodys

I also like the idea of buying one on the shelf and returning the defective one!! devious and Sears deserves it.

 

[340wedge]

I talked to a woman from Fastanel on the phone and she "wasn't sure how that works", as far as a return,she was going to have the manager call me and of course he never did. So, I then went to Advanced Auto, and the salesperson there seemed sympathetic and told me I should go to Sears and raise hell, of course he couldn't accept the return. So while there I broke down and just bought a new wrench. I am done. My thought at the end is this, I will not buy from Sears anymore as they do not honor warranty for what they sell, and as much as I liked the Gearwrench stuff, if it is this hard to get a simple replacement, I cannot buy their stuff anymore. My issue was again the tool was brand new, never used, and from this thread I found there were no snap rings at all when the tool was manufactured. So I think for the homeowner type tools for hobby I may stick with S&K, Channelock etc.

 

[SMKS]

Did you have your Sears receipt with you when you went to Sears?

 

[MG44]

I have a lot of Gearwrench, my Cornwell guy carries them and warranties it out if we need something. If Sears sells it, I wonder why they won't warranty it.

And to go along with a post above, yes trucks are not the answer all the time either. My shops are fully stocked, my techs have most of whatever is on the truck, we are not good customers any longer. Every truck sometimes bumps us off the route a week here, a week there, to hit up a new shop that needs filled. ***** when you have a few wrenches, ratchets, screw drivers etc... that need warrantied and the driver skips that week.

 

[340wedge]

I did, they were adamant that they only warranty "Craftsman" and for Gearwrench you have to call the number on the back of the package and that is where the fun begins.

 

[outdoorsman310]

my matco magnet broke. the magnet fell out. he warrantied it no problems. I decided to try the new one on the truck. the magnet fell out nstantly.

 

[AaronMartin]

I had the same experience at Sears, trying to warranty a flex head Gearwrench ratcheting wrench. It made me sick. I turn around to Napa Auto Parts and they warranty it no problem. Here where I am now there isn't a Napa nearby but there is an Advance Auto Parts, and they've been nothing but kind and helpful and knowledgeable. And someone here claimed they'll warranty Gearwrenches so questions asked, and I wouldn't be surprised. I'm really pleased with AAP, for me it'd be a contest between them and Napa for best parts chain store. Anyway, Sears is the devil. Toodleloo! (I kid, but they are very bad. lol.)

 

[Askme42]

Did you have your Sears receipt with you when you went to Sears?

Why would it matter on something with a LIFETIME warranty?

 

[SMKS]

Why would it matter on something with a LIFETIME warranty?

Some lifetime warranties require a receipt, but that's not the issue here.

Since it's brand new, I was assuming the receipt showing it was purchased from Sears would help spur Sears to warranty it.

 

[SMKS]

I did, they were adamant that they only warranty "Craftsman" and for Gearwrench you have to call the number on the back of the package and that is where the fun begins.

Did you ever call Apex again and request a new one be sent to you? You've done enough work that if they're at all reasonable they should just mail you one.

Warranty is definitely the weakness with Apex brands.

 

[stage20]

To the poster that mentioned sk.....where locally can you warranty sk? Sears is even a hassle on craftsman. If they don't have open stck it ussually takes a couple of days. Warranties are about a joke its jut a pitch to get you to buy the product

 

[NFH2740]

Sometimes you have to chalk it up to a lesson learned and money wasted.

 

[AaronMartin]

I just came home from warrantying a screwdriver and a socket at Harbor Freight. I warranty stuff there all the time (Lol. Mostly screwdrivers but they just released some new, higher quality screwdrivers, the red ones I think) and they are the absolute best at that. I could not imagine better customer service in that regard. No questions asked, I get stuff warrantied and replaced. That socket I broke we abused badly with an impact gun. In the past my co-worker had that long, thin 1/4" & 3/8" double flex head super thin ratchet, which is not meant for high torque applications, but he torqued it bad and broke it. I found it in the trash and told him, "You know HF warranties these?" No questions asked, had it replaced without a single hassle or a single question like, "Did you abuse it?" or anything like that. With tool trucks, you've got to wait a week and other brands it's like, where can you warranty them hassle-free without driving miles?

I returned my 3/8" $20 air ratchet for store credit as well without a receipt! Normally they don't do that but I have had nothing but good experiences with people who work at HF, from this state and another. I told them the truth that I had bought it for 20%, so they gave me the according $16 store credit. It was just a cheap terrible quality air ratchet. They make the nicer impacting Earthquake ratchet for $80 or something, and that's gotten great reviews, and that the one I ought to get.

Someone said Sears is a hassle warrantying even Craftsman, and I'll believe it. I don't want to make sweeping generalizations, but in general I think they have terrible customer service and it's just one of many reasons why they're failing and closing their stores right and left nationwide. It's a shame because I want to like Craftsman. But when I think HF stuff is getting better than Craftsman and I prefer shopping there, something's gone wrong. They've become Myspace, or some better analogy.

What in the world went wrong with Sears? We need a thread on that alone, and a book, and a TV program, because I would watch that. Sears used to be one the biggest names in America, and now they're run down like Kmart. And it's funny they merged. Failure loves company I guess.

 

[stage20]

Do you have receipts for your hf stuff? Most of mine that aren't a few onths old are bllank. I've been writing on them with a pen now with dates and part numbers. Damn thermal paper

 

[AaronMartin]

Do you have receipts for your hf stuff? Most of mine that aren't a few onths old are bllank. I've been writing on them with a pen now with dates and part numbers. Damn thermal paper

Every single time I've warrantied something at HF, I never had a receipt. No hassle whatsoever, no questions asked. It's how every company should be, it's how Sears should be. That alone makes me choose HF over Craftsman, because I don't like to be treated like dirt when I go and try and warranty a Craftsman item at Sears.