Gearwrench Warranty, does it exist??

[Mr_B]

Because when you break a 13mm socket, your set is now missing a 13mm socket, and a different brand's socket bought from open stock at a local store may take its place, but may not fit into the case.

If you buy wise that scenario not likely happen as your choice will have singles at sensible prices and be available easily, that why I quite like the oem tools socketry .
manufacturer warranty don't mean a current replacement going fit an old blow moulded case as most change designs/ manufacture suppliers over the years and most always go cheap and close down easy warranty thus paying extra for a warranty that not worth the hassle is simply wasting your money and selling you an item on false warranty representation ...

 

[rlitman]

...manufacturer warranty don't mean a current replacement going fit an old blow moulded case as most change designs/ manufacture suppliers over the years...

Tell me about it. My F80 doesn't sit flat where my F936 did. I can't blame Snap On for cheaping out in that case though. Thankfully, my blow molded case sits in a drawer just for organization, and I don't close it.

 

[WittHay]

When did it become normal to contact the manufacturer for warranty? I have never ever phoned or contacted a manufacturer for anything. If a dealer/retailer cant handle warranty or problems I dont buy that brand.

Its seems a good warranty in the US is based on if you can hire low paid customer service representatives to answer phone calls and enter information in a computer. The most important is to make a deal with UPS or the Postal Service to deliver a socket as cheaply and as fast as possible

Nothing to do with the quality or local availability of tools.

 

[jsmeece]

When did it become normal to contact the manufacturer for warranty? I have never ever phoned or contacted a manufacturer for anything. If a dealer/retailer cant handle warranty or problems I dont buy that brand.

Snap-On comes to mind when I first read this comment. They are the manufacturer and I have to call them to get something warrantied since I do not have a tool truck driver I can go to. All of my Snap-On tools are over 30 years old and I have no receipt either and they were bought off a tool truck when I lived in another state and that drive has since retired anyway. So, I have no choice but to to call Snap-on (i.e. the manufacturer).

 

[6PTsocket]

Good idea 6PTsocket for a new thread on Current hand tool warrantee experiences. Company policies can shift as the people in charge change.



Here on their current Warranty page they make it clear damage due to normal wear and tear is not covered. They can subjectively call some failure due to normal wear and tear.



My opinion of the value with GW has declined after learning this. maybe that is a reason why Advanced Auto is not longer working with them.? Perhaps.

Advance is still buying from them but the new stuff is rebranded with their store brand. That means that if it breaks you only get to deal with Advance. I have no idea what their support will be. It totally isolates the manufacturer from customer complaints. If your Ryobi made Craftsman drill broke you only got to complain to Sears.

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[snickers muncher]

My GW hex and torx bit sockets have printed clearly on the box "lifetime warranty" I bought them last year. So what's the deal with that?

 

[6PTsocket]

My GW hex and torx bit sockets have printed clearly on the box "lifetime warranty" I bought them last year. So what's the deal with that?

There is saying and doing. They can say anything and it impresses the buyer but when the time comes they can pretty much do as they please. They can make any lame excuse ir just ignore you and there is little you can do. Compain to the BBB?, take them to court? post a bad review? Even if you could win, it would cost more in time and money than the tool was worth. I have read a lot bad reviews of Gearwrench product support but you are throwing spitballs at a battleship. That is why if warranty matters to you, stick with companies known to stand behind their product. Ir took me two HD stores and a lot of arguing to warranty a Husky product with a "lifetime warranty". Now I know they are more trouble than they are worth but HD could care less.No more Husky for me.

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[shawhite]

I'd wager that head bolts he had clearance...

But you clearly missed the point, so let me repeat it. If you have to use a sh!t ton of torque to break something free, use the proper drive size. Nothing wrong with using a 21mm on a 3/8" drive ratchet if you only need 50ft-lbs, but if you need 250ft-lbs you're better off with 1/2" drive. Seems like any idiot could understand that.

Must be nice living in your world. But in my world time is money. I’m sure the OP would have used something different if it was available but from what I gathered he was at the junkyard and had limited tools with him. I guess in your world he should have loaded up his whole tool box to go to the junkyard. Gearwrench should replace the socket no questions asked as most of the Gearwrench tools I have seen have lifetime warranty on the packaging.

 

[finn]

Advance is still buying from them but the new stuff is rebranded with their store brand. That means that if it breaks you only get to deal with Advance. I have no idea what their support will be. It totally isolates the manufacturer from customer complaints. If your Ryobi made Craftsman drill broke you only got to complain to Sears.

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In the commercial/industrial world, there are several options to deal with warranty. The one most people seem to be familiar with is a manufacturer backed warranty backed by the manufacturer and administered by either the manufacturer or the retailer, and often both.

The warranty and administration costs money, and is negotiated as part of the price the retailer pays for the product from the manufacturer.

An alternative somewhat common in private label products is for the retailer to buy the product without warranty. He may still offer a warranty to the end user, but the manufacturer isn’t involved in any claims. That’s probably what Advance is doing with their new private label replacement for Gearwrench, and is probably what Lowe’s and HD do for their private labels.

There are also potential warranty rebates, etc based on sales, etc.

It’s highly unlikely the manufacturer gets too deeply involved in warranty for a tool that costs all of fifty cents to manufacture. These things are handled by low level clerks.

 

[6PTsocket]

In the commercial/industrial world, there are several options to deal with warranty. The one most people seem to be familiar with is a manufacturer backed warranty backed by the manufacturer and administered by either the manufacturer or the retailer, and often both.



The warranty and administration costs money, and is negotiated as part of the price the retailer pays for the product from the manufacturer.



An alternative somewhat common in private label products is for the retailer to buy the product without warranty. He may still offer a warranty to the end user, but the manufacturer isn’t involved in any claims. That’s probably what Advance is doing with their new private label replacement for Gearwrench, and is probably what Lowe’s and HD do for their private labels.



There are also potential warranty rebates, etc based on sales, etc.



It’s highly unlikely the manufacturer gets too deeply involved in warranty for a tool that costs all of fifty cents to manufacture. These things are handled by low level clerks.

I had HD try to claim that Husky was a separate company. The troll at the service desk was totally unaware it was a house brand if she even knew what that is. Actually there is a phone number for Husky warranty claims. The blister packs on some Husky products say to call that number or speak to an associate. I am sure the people in the store would prefer you call the number and stop bothering them. The first reaction seems to be " call Husky". I was not amused. They can't resist putting "lifetime warranty" on stuff but are often not to thrilled to back it up.

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[Yarpo]

I had HD try to claim that Husky was a separate company. The troll at the service desk was totally unaware it was a house brand if she even knew what that is. Actually there is a phone number for Husky warranty claims. The blister packs on some Husky products say to call that number or speak to an associate. I am sure the people in the store would prefer you call the number and stop bothering them. The first reaction seems to be " call Husky". I was not amused. They can't resist putting "lifetime warranty" on stuff but are often not to thrilled to back it up.

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Sounds like every company except maybe Tekton, and from the sounds of things Snap On, tho I'm sure some have horror stories from them too

 

[Magnum440d100]

I had HD try to claim that Husky was a separate company. The troll at the service desk was totally unaware it was a house brand if she even knew what that is. Actually there is a phone number for Husky warranty claims. The blister packs on some Husky products say to call that number or speak to an associate. I am sure the people in the store would prefer you call the number and stop bothering them. The first reaction seems to be " call Husky". I was not amused. They can't resist putting "lifetime warranty" on stuff but are often not to thrilled to back it up.

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I went through the same thing swapping out a broken socket. They said they would do it “Just this one time”.....

I ended up going to another HD....

 

[nbpt100]

My GW hex and torx bit sockets have printed clearly on the box "lifetime warranty" I bought them last year. So what's the deal with that?

I bought the same GW hex and torx bit set. It is maddening.

They have the right to change their policy at any time and with Bain Capital squeezing them for more profit I don't have the faith in them I did when I purchased that Set.

As far as the OP is concerned I think he has a strong case to get the socket replaced. I hope he keeps at it.

This is clearly stated today on their warranty web page:

"Product Exceptions to the Standard Limited Lifetime Warranty:

Tool Boxes, Bits, Bit Sockets, Taps, Dies, Files, Torque Products"



http://www.gearwrench.com/warranty

 

[Jtels85]

Looks to me like GearWrench needs to do some damage control. I was set to purchase a complete set of metric, flex head ratcheting wrenches from them but now I don’t feel confident in the brand. All of these broken 13mm sockets... that’s the size that I use to remove the drain plug on my Dodge.

Also, now that Advance Auto Parts is switching to their own house brand... there’s nowhere near me that sells GW at retail, but I have two Meijer stores within 5 minutes of one another that sell Tekton and 2 Lowe’s (same short distance) that sell Craftsman.

I just don’t know now. If the mechanism breaks in the wrench, I don’t have the time nor the patience to deal with a company who won’t honor their warranty. That’s why I always liked and miss Sears. Every warranty exchange I made was done so hassle free. If a company can’t stand by their warranty, I can’t give them my business.

 

[mtnkrake]

Advance/Carquest is keeping Gearwrench. The Tech pro was a fiasco and the stores complained and we just received a memo about the switch back to gearwrench. We will be allowed to return all the Tech pro back to the warehouse even though they have barely filled any Techpro

 

[snickers muncher]

Just last week I went to AutoZone to warranty a Duralast 1/4 extension. They grabbed one off the shelf and switched it for the old one. In and out with no fuss.

The last GW product I ordered online was unimpressive to say the least---so chunky and cheap feeling. That was my last GW purchase.

 

[uncwstudent]

Well that was fast! And good news!

Advance/Carquest is keeping Gearwrench. The Tech pro was a fiasco and the stores complained and we just received a memo about the switch back to gearwrench. We will be allowed to return all the Tech pro back to the warehouse even though they have barely filled any Techpro

 

[mudflap]

Advance/Carquest is keeping Gearwrench. The Tech pro was a fiasco and the stores complained and we just received a memo about the switch back to gearwrench. We will be allowed to return all the Tech pro back to the warehouse even though they have barely filled any Techpro

I hope this is true...Without Advance, and their easy warranty, i think GW was done.

 

[6PTsocket]

Hmmmm. I wonder where all that Tech Pro stuff is going and at what kind of price?

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[timoboy]

Yep I don't understand why I've always been flamed here when I mention that Gearwrench warranty doesn't really exist. I either get the "why are you buying based on a warranty" crowd or "Yeah but they are good tools so shut up"

Great to hear others are having this same opinion/experience with them. The thing with Gearwrench is that not only are they unwilling to help the end consumer, but their retailers (Advance, Carquest, Sears etc) won't either.

Bottom line, someone needs to get in writing from them that they are refusing to warranty sockets, ideally someone with the original receipt and packaging showing lifetime warranty, questioning Gearwrench with photos of those, then get that to go viral. Go on LinkedIn and blow up anyone at APEX in a high ranking position. Go on any Gearwrench social media and again pester them on there.

I'm sorry, SK and Proto can be tough to warranty, the European companies may have no warranty, but no one but Gearwrench has so blatantly plastered "lifetime warranty" on so much of their product only to make up claims that they full stop do not warranty the product. Not that a vendor or local store like HD won't warranty, that an entire product isn't eligible at the corporate level despite packaging. That is illegal, and I can assure that if the right higher up in Apex leaned that they would put a stop to it.

Heck I live in arguably the most consumer friendly state, I think this could be made a case for an official complaint if enough people got involved.

That said, you think warrantying Gearwrench is hard, try their sister brand Crescent... luckily their sockets are carbon copies of Craftsman so I just stick an old USA G2D in their place in the blow mould when they break. Even the old RP 3/8 USA fits perfectly.

Lately I'm all about Carlyle. Super high quality Taiwan tools for Gearwrench or less pricing with a better warranty. They keep all your purchases on file and email copy with your account so you never loose them.

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[JazzBlueRT]

After the first broke using 3/8 drive, why wouldn't you switch to 1/2 drive?

 

[NEJEFF]

Harbor Freight, done and done.

 

[mudflap]

After the first broke using 3/8 drive, why wouldn't you switch to 1/2 drive?

He said he was at the junkyard..didnt have all his tools with him.

 

[PartsGuy27]

I tried to get warranty through Advance. They said they'd have to replace the entire set. Then they came back and said they couldn't get me warranty at all.

I wouldn't hold much faith in them.

 

[CTyankee]

The thing with Gearwrench is that not only are they unwilling to help the end consumer, but their retailers (Advance, Carquest, Sears etc) won't either.

I tried to get warranty through Advance. They said they'd have to replace the entire set. Then they came back and said they couldn't get me warranty at all.

I wouldn't hold much faith in them.

As with most things, different experiences for different people. I warranted a Gearwrench ratchet through AA recently and was in and out in about 5 minutes with a new one.(with no receipt and I didn't purchase it there either) Hopefully they will continue to carry the brand.

FWIW..I feel for anyone who makes a purchase solely or partially based on the warranty. and doesn't get it honored. Although in the OP's case, I think it's pushing it to expect them to replace 2 sockets. Personally, a warranty isn't a high priority on my what I base my purchasing on, so I'm not going to get all worked up if I can't get a replacement for free...but I don't depend on my tools for a living either. YMMV.

 

[timoboy]

Arguably the best warranty in the business. Fails for any reason and they send a replacement. I took another look at the Gearwrench warranty, it specifically states that the failure must be at "the time of purchase" are they kidding, who is giving these people their money?? Can't wait until DeWalt hand tools are carried in more places and start to assemble compact blow mold kits geared towards mechanics. Competition will soon sort the rest out. Also a far superior tool to Gearwrench at similar price points.

 

[ItsNemo]

Arguably the best warranty in the business. Fails for any reason and they send a replacement. I took another look at the Gearwrench warranty, it specifically states that the failure must be at "the time of purchase" are they kidding, who is giving these people their money?? Can't wait until DeWalt hand tools are carried in more places and start to assemble compact blow mold kits geared towards mechanics. Competition will soon sort the rest out. Also a far superior tool to Gearwrench at similar price points.

Wow, that's actually rather impressive...

 

[dnschmidt]

The best part of the DeWalt stuff is that I'm almost certain, from the construction of their ratcheting combination wrenches, that their getting their stuff from KABO, and KABO is the best hand tool maker in Taiwan. DeWalt is clearly worth looking into. They were selling sets of reversible combination wrenches for a song (apparently an overstock situation) and I bought two complete sets both Metric and SAE and they are the best reversible ratcheting wrenches I've ever seen.

 

[mudflap]

On the Advance website, now it says for Gearwrench warranty contact manufacturer. So maybe they were honoring the GW lifetime warranty thats plastered all over the packaging..then GW was giving them the run around..and they just got tired of it..?

 

[mudflap]

Arguably the best warranty in the business. Fails for any reason and they send a replacement. I took another look at the Gearwrench warranty, it specifically states that the failure must be at "the time of purchase" are they kidding, who is giving these people their money?? Can't wait until DeWalt hand tools are carried in more places and start to assemble compact blow mold kits geared towards mechanics. Competition will soon sort the rest out. Also a far superior tool to Gearwrench at similar price points.

Yea..thats the same warranty thats on their hammers and tape measures...good luck with that.. Like others have said..forget about the warranty on cheap tools..The manufacturer can promise anything they want to...then make it more hassle than it's worth..knowing very few people will actually jump thru the hoops to get something replaced...Brilliant... cake and eat it too... Even Tekton.. How many people are really going to carry their busted $4.00 socket around..take a picture of it..go on their website, upload the picture, email back and forth with customers service, then watch their mail box for however long waiting for their new $4.00 socket to arrive...? Some will...but not many..

 

[Sal Bandini]

 

[nichocha33]

Well, this thread has been eye opening to say the least. As someone upgrading tools I have replaced my old Gearwrench with new SAE and Metric sets of their reversibles. I’m about to pull the trigger on double box end extra longs, theirs were appealing due to being boxed and ratcheted together, I’ll now buy Carlyle, Tekton, Ez Reds, Mountain or similar and either Genius or Carlyle double box.

I’m not sure if the blame is on the OP or not but I feel that the warrant was handled poorly and that enough to keep me from purchasing more


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[plinker]

For what it's worth, the warranty (or lack of) issue can be a reason to buy from a tool truck (or Napa) provided you have a good dealer. Sure you can mail tools in to various company's to get them replaced but unless you are sending in several items, it may be cheaper to just replace it, especially if it's just a single socket or other inexpensive item, and you'd likely get it faster anyway. I usually end up losing more stuff then breaking it, lately anyway. YMMV.

I have warrantied Gearwrench stuff (bit sockets) at Fastenal, but that was a few years ago and the person I usually dealt with left and the other employees arent exactly going out of their way to assist at this particular store.

 

[mudflap]

Lol..........................

 

[Yarpo]

With the switch over to TEQ at Advanced Auto and GW's warranty hassle, I think I am done with Gearwrench. Not sure if I will sell what Gearwrench I have, but I am certainly not going to buy any more.

Whenever something I have is broken, I won't even bother trying to warranty it. I will just replace it with another brand. I am not concerned with it fitting into a blow mold case, that is why I have a tool box and use various organizers.

I got into Gearwrench when the local Advanced Auto started to carry them. Besides the tool trucks, they are really the only local source for GW tools in my area and the only store to have more than 2-5 GW products on the shelf. But again, with the transition to TEQ, that is over. Having warrantied several GW tools at Advanced Auto, if that is no longer an option, I sure as **** won't waste my time with GW's piss poor customer service.

I have some back and fourth emails with GW I will post once our conversation is over. They refuse to directly answer simple yes or no questions.

If local warranty for any tool is not an option, I want the warranty process to be quick and simple, not treated like a criminal. Any tool manufacture that cannot follow this basic concept will not get my business, and any tools I already own will be replaced when/if necessary from one of their competitors. I don't care if it is a $4 socket or a $200 ratchet. It's called principal and not letting these parasites get away with false advertising. Cut and dry.

Buy Tekton live the hassle free good life

 

[Formula]

I had a gearwrench 1/4 drive swivel impact socket fall apart. Sent it in for evaluation as they asked and they sent me a new replacement. The whole process took about 5 weeks. The time it took was the only negative. That's the only experience I've had with gearwrench warranty.

 

[markhm]

I had a poor experience with GearWrench. I bought their continuity tester and it didn't work. It wouldn't make contact with the battery. When it was screwed together after inserting the battery, the spring would twist and not make proper contact.
I called GW and told them I got a defective tester. They said bring it back to where I bought it. I said I did and replacement was also defective. I explained that they probably had made a batch where they left off a contact grommet or something to properly center the spring. They said to mail the bad one back to them and they would decide if it was defective. I explained that would cost more than the thing was worth. Finally, they agreed to make a special one time never to be repeated exception and sent me a replacement.
I since bought a few more GW items and the quality was not as good as I wanted. Only things that I bought which were great were the swivel magnetic spark plug sockets in all sizes and lengths.
Basically, I agree with the sentiment that there are better choices than GW and you do have to consider that if you buy GW, you buy a tool not a warranty.

 

[Bills Tools]

That is complete ****. Call them back or try their online contact form. But it won't be immediate. They do want you to jump through some hoops and likely they will want you to send it for evaluation before they decide to replace it.

Oddly enough, I also cracked a 3/8" 13mm Gearwrench last year. Not sure what job caused the crack. I did not notice it right away. But I got it warrantied at my local Advanced Auto.

Soon advanced won’t take back the gearwrench for warranty since they are dropping the gearwrench for TEQ.


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[mtnkrake]

Soon advanced won’t take back the gearwrench for warranty since they are dropping the gearwrench for TEQ.
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Advance is going back to Gearwrench. We will be allowed to return all Teq in mid april. I have warrantied many tools for my customers all without problems. Mostly 24" 1/2 drive breaker bars and a few sockets. I take the new tool off the hanger replace it with the broken one, write up a warranty slip and return it to the warehouse. Never had a problem but I've never had anybody abuse the warranty either.

 

[AGuinn]

Soon advanced won’t take back the gearwrench for warranty since they are dropping the gearwrench for TEQ.

Advance/Carquest is keeping Gearwrench. The Tech pro was a fiasco and the stores complained and we just received a memo about the switch back to gearwrench. We will be allowed to return all the Tech pro back to the warehouse even though they have barely filled any Techpro

Can confirm, Advance/Carquest is reverting back to Gearwrench branded tools. Our corporate liason forwarded an email from the home office saying (basically) that the TEQ rollover was a bad idea, everyone hated it, and that we are switching back. No word on a timeframe though, but imagine it may take a few months to restock the DC's with inventory.