Gearwrench warranty issues

[bubinga]

Bubinga, your advice paid off! I received the following message in my inbox this morning...

Thank you for your message. I have a replacement order set up for you. The replacement will be from our updated 90 tooth line of ratcheting wrenches. You should expect to receive this item within the next 7-10 business days.

Thank you for your time.

Oh Good. Maybe Rayan could sticky the email address?

 

[Vpick001]

Glad the email got to them.

Personally I’ve only had one warranty claim with them, when a 1/4 set came with duplicate 13mm and no 14mm socket, I emailed them explaining the situation, and within the week I received a 14mm socket in the mail.

 

[Ton ton]

YouTube videos? Now, that's convincing

I appreciate the sense of humor, lardy1.

 

[Ton ton]

I like my gear wrench brand hard bottom tool "bag". If it breaks , I might fix it or pitch.

 

[unslow1]

I'm glad some people are getting things warrantied. I've only ever had to do one before and was able to do that at the local hardware store. The ratchet I have is probably back-ordered and that's fine. It would be nice to get some sort of communication. The only reason I know they got the email was they started sending their flyers to that email.

 

[rust in the eye]

I successfully (?) submitted a claim this past week, also for ratcheting wrench, and was given a "case#" with a promise to get an e-mail confirmation which hasn't yet arrived.
Haven't tried phoning yet but suspect there may be a phone in the basement somewhere that just rings all day and night that nobody pays any attention to.
EDIT: Called the 866 # and got the same "we are having trouble message". Really? Six days to fix your phone system? I call BS.

 

[finn]

I successfully (?) submitted a claim this past week, also for ratcheting wrench, and was given a "case#" with a promise to get an e-mail confirmation which hasn't yet arrived.
Haven't tried phoning yet but suspect there may be a phone in the basement somewhere that just rings all day and night that nobody pays any attention to.
EDIT: Called the 866 # and got the same "we are having trouble message". Really? Six days to fix your phone system? I call BS.

Find me a company that doesn’t have that message. They mostly want you to leave a contact number and they will call back.

Frustrating, but in my experience most actually do call back, albeit often when I can’t answer the phone.

Calling first thing in the morning gets the best results.

 

[Professional Tool User]

I successfully (?) submitted a claim this past week, also for ratcheting wrench, and was given a "case#" with a promise to get an e-mail confirmation which hasn't yet arrived.
Haven't tried phoning yet but suspect there may be a phone in the basement somewhere that just rings all day and night that nobody pays any attention to.
EDIT: Called the 866 # and got the same "we are having trouble message". Really? Six days to fix your phone system? I call BS.

If you give up on dealing with Apex tool group, call up your local Gearwrench dealers to see if they are willing to help you out. This is why you don't buy tools online for brands with unreliable customer service if you don't know how to warranty the tools locally.

 

[Ton ton]

If you give up on dealing with Apex tool group, call up your local Gearwrench dealers to see if they are willing to help you out. This is why you don't buy tools online for brands with unreliable customer service if you don't know how to warranty the tools locally.

I don't buy tools online.

 

[unslow1]

If you give up on dealing with Apex tool group, call up your local Gearwrench dealers to see if they are willing to help you out. This is why you don't buy tools online for brands with unreliable customer service if you don't know how to warranty the tools locally.

They were bought locally but the stores that carried them no longer do. That was two brands ago for Advance and I don't know what Fastenal carries now. I'm not worried about it. Warranty really never factors much into a purchase for me because I rarely break tools. Any response would've been nice. Even if they just did like Proto and said ***** being you.