Chadwilliam1
Well-known member
you guys chased off the gearwrench guy.
New GearWrench website today
- Thread starter GearWrench Brand
- Start date
Outlander
Well-known member
^^ this. From announcing a new web design to hiding behind his desk of unfulfilled warranty claims and scratched ratchets. No wonder we don't see many company reps here.
I'll bite and see if there is an GW stuff that is of interest.
billymade
Well-known member
Gearwrench, always seemed to have decent tools (for offshore Asian stuff); its a shame, that their warranty process, isn't at the same level. Years ago; when I called, I was told to go to Fastenall, NAPA or Sears. Fastenall wouldn't help unless I had a receipt proving I purchased it from them, Sears didn't carry what I needed and NAPA was a hassle. With NAPA, I had to purchase the warranty tool (they then special ordered it) and then refunded the money, once it showed up! This was allot of footwork; to have one wrench warranted, definitely discouraged me from getting more GW stuff in the future. I have been happy with what I have purchased but the warranty, imho... lack of customer service directly from GW, was truly poor and a hassle just to get a tool warranty exchanged (it should not be this hard to have something; so basic as a warranty handled). The primary goal of the customer service rep I talked to; seemed to be, to get you off the support line and have you do the work, try to have the distributors deal with the warranty. That wouldn't be so bad; if the distributors would work with you, not ask you to jump through so many hoops or just refuse to help.
The fact of the matter is; all brands/tools will break, the warranty and customer service to back up the tool... should be reasonably easy to access and should back up the claims that the company puts forth, at the time of purchase. I always: appreciate, reps that come on here and "fix it" for those of us who contact them, it should never have to get to that point, to get a warranty situation handled.
The fact of the matter is; all brands/tools will break, the warranty and customer service to back up the tool... should be reasonably easy to access and should back up the claims that the company puts forth, at the time of purchase. I always: appreciate, reps that come on here and "fix it" for those of us who contact them, it should never have to get to that point, to get a warranty situation handled.
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it's no wonder why there are no mfg reps who post one here. post up a simple link and he becomes the most hated member on this board.
i mean really, the guy is the gearwrench rep and you blame him for armstrong issues. how f'ing stupid is that.
pretty much every dealer, seller, company rep, tool truck driver or what have you gets driven of the site. i could probably list ten names with little effort.
i wonder how long it is before the trident folks get driven off?
i mean really, the guy is the gearwrench rep and you blame him for armstrong issues. how f'ing stupid is that.
pretty much every dealer, seller, company rep, tool truck driver or what have you gets driven of the site. i could probably list ten names with little effort.
i wonder how long it is before the trident folks get driven off?
thesilverone
Well-known member
he's not responding because it's the weekend
Last Activity: 09-06-2013 04:15 PM
check back Monday morning
Last Activity: 09-06-2013 04:15 PM
check back Monday morning
I hope not. They're good people.
I can see where the members are coming from tho. GW is more than willing to take their money, but when a problem occurs, They're no where to be found.
kythri
Well-known member
As a counterpoint, without the ridiculous overuse of font manipulation, I've had fantastic success with all of my GearWrench stuff. I've warrantied a piece or three, but with GW taking up a pretty sizable part of my tool collection, and with my frequency of use, I'm not bothered.
My warranty issues were handled quite well. I've had no issue with Sears, I've had no issue with NAPA. I've used the direct line when I needed to warranty a piece that wasn't stocked at either of these locations.
All took care of my problems, posthaste.
If some of these posts are any indication of how some of you comport yourself in real life or on the telephone, I can understand why you have the experiences you've had.
The manufacturer has a deal with their vendors to handle warranty returns. Issues with those vendors are usually the result of poor vendor understanding/performance. If they won't take care of you, then you call the manufacturer, and CALMLY explain your situation. They need to know when their vendors aren't fulfilling their end of the agreement.
Further, in many cases, the vendor management may not know what the rank and file is doing. Sometimes, you'll need to escalate up the chain, documenting your experience and passing that information on to the higher-ups so they can rectify the situation.
Sadly, sometimes those higher-ups aren't in the store, and you need to contact corporate customer service. It *****, and you shouldn't be placed in a situation where you need to do so. Policies and procedures should be followed without deviation, and your shopping (or warranty) experience should be a perfect, hassle-free event. But, this is the real world, made up of plenty of hassled, imperfect people.
A broken situation can't be fixed unless the people with the power/ability to fix the situation know about it - and those same people are going to be disinclined, at an instinctual level, to want to assist when you are raving like a lunatic.
I'd like to thank the GW reps for continuing to stick around, in light of the reception they've received from some members, and hope that they will be here for quite a while. They sell a great product, and seem truly interested in resolving customer problems.
My warranty issues were handled quite well. I've had no issue with Sears, I've had no issue with NAPA. I've used the direct line when I needed to warranty a piece that wasn't stocked at either of these locations.
All took care of my problems, posthaste.
If some of these posts are any indication of how some of you comport yourself in real life or on the telephone, I can understand why you have the experiences you've had.
The manufacturer has a deal with their vendors to handle warranty returns. Issues with those vendors are usually the result of poor vendor understanding/performance. If they won't take care of you, then you call the manufacturer, and CALMLY explain your situation. They need to know when their vendors aren't fulfilling their end of the agreement.
Further, in many cases, the vendor management may not know what the rank and file is doing. Sometimes, you'll need to escalate up the chain, documenting your experience and passing that information on to the higher-ups so they can rectify the situation.
Sadly, sometimes those higher-ups aren't in the store, and you need to contact corporate customer service. It *****, and you shouldn't be placed in a situation where you need to do so. Policies and procedures should be followed without deviation, and your shopping (or warranty) experience should be a perfect, hassle-free event. But, this is the real world, made up of plenty of hassled, imperfect people.
A broken situation can't be fixed unless the people with the power/ability to fix the situation know about it - and those same people are going to be disinclined, at an instinctual level, to want to assist when you are raving like a lunatic.
I'd like to thank the GW reps for continuing to stick around, in light of the reception they've received from some members, and hope that they will be here for quite a while. They sell a great product, and seem truly interested in resolving customer problems.
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Conductor562
Well-known member
You're right SK. There's a right way and a wrong way to go about it.
It's perfectly acceptable to bring up issues to a rep and if the rep cares to do it, it's a good way of getting some of them resolved.
However, there is a difference in discussing issues and blasting their ***. Talking about an issue in a courteous manner will get your issue some attention, being a **** will get you (and your forum) ignored.
I'd like to see a gearwrench tool truck. If gearwrench wants to be a big boy though it needs more made in America I'll spend the extra cash with out question. The only thing I own that's gearwrench is a set of flex head wrenches, but they are several years old and beaten pretty good. However they still keep working.
Stuey
Well-known member
If you want made in USA, spend more for Armstrong or Matco. Gearwrench is a big boy already and doing just fine the way they are.
You don't go McDonalds and ask for a Big Mac made from top-quality fresh-ground steak, organic vegetables, and a hand-made bun, do you?
rancherbill
Well-known member
Single Company = Apex
Multiple brands = Gearwrench. Armstrong, Wiss,etc
Same warranties
Same Warranty Service Center.
Common dealers.
The community on this forum and the real world are two different markets. It would probably surprise quite a few people how strongly second tier brands like Blue-Point sell even at their highly inflated prices compared to GW even though their hand tool offerings are comparable.
kythri
Well-known member
Yeah. I think a GearWrench truck would clean up.
kythri
Well-known member
Same factories! Oh, wait, that's not accurate.
You need to learn how large corporations work. Just because they're the same parent company doesn't mean that all divisions share all resources.
If McDonald's starts paying it's employees Union wages burgers will cost a fortune. Also I tend to stay away from that kind of fast food. Funny thing is if I go to a mom and pop Burger shop I can get better quality food, service and the cost may even be cheaper.
Anyway snap on and blue point take up most of my box. The snap on guy is the only regular at my bosses little shop. However what I was saying was I had a set of gearwrench wrenches from before I was wrenching for dinner and they have served me well. It would be great if a player like that stepped into the tool truck business and even brought a little American flare. I'll pay extra to keep the jobs local. Just like I buy my fresh foods local (that turn out to be cheaper and tastier most of the time) plus I have established relationships with the vendors and local shops that make going out for things all the more worthwhile. Life's little pleasures.
Fedwrench
ALLIANCE MEMBER
No one is going to turn Gearwrench into a US made tool company. Aside from 8 micrometer torque wrenches, everything else in the Gearwrench line is asian made. Don't like it, that's fine, buy a different brand. 
However, Gearwrench offers a pretty extensive line of mid range priced tools designed to serve you well. I look forward to new products like their extra long ratchets coming out soon.
No one is trying to convince anyone that one particular brand is better than another. Each different brand is an option. What you choose doesn't make the other guy's choice wrong. It would be nice if we could all just get along and not turn every new thread into a venting session for the unhappy amongst us.
Having a new Gearwrench website is a great thing!! You get to see new products and stuff you didn't know they made and who doesn't like to look at tools?
However, Gearwrench offers a pretty extensive line of mid range priced tools designed to serve you well. I look forward to new products like their extra long ratchets coming out soon.
No one is trying to convince anyone that one particular brand is better than another. Each different brand is an option. What you choose doesn't make the other guy's choice wrong. It would be nice if we could all just get along and not turn every new thread into a venting session for the unhappy amongst us.
Having a new Gearwrench website is a great thing!! You get to see new products and stuff you didn't know they made and who doesn't like to look at tools?
I agree. I'm loving their 120xp's
billymade
Well-known member
GearWrench Brand, if you wouldn't mind; for those of us that have had warranty issues in the past. What is the best and most efficient way; to get any tools warrantied, what is the official policy and what would you prefer us (as your customer base) to do? We do not want to overload your customer service reps; cause problems with your support teams etc.; but we would like to get our products serviced, when they need to be. As with anything; our goal, is to get our broken tools handled as quickly as possible and get a new tool, so we can get back to work. I don't think any of us; want to cause you, to not participate on this site! However, if you could tell us the best way to get these issues handled in the best way possible; it would be appreciated! Thanks! 
Rezeppa
Well-known member
I don't want to start a war! I don't even care to hear about one experience or reason why, but is it fair to ask do the members prefer Gearwrench quality over Craftsman?
The Frisco Kid
Well-known member
Updated websites are always good!
The Frisco Kid
Well-known member
When comparing GW US or Taiwan to Craftsman China, yes.
When comparing the ability to easily warranty swap a broken tool, C-man takes the lead.
kythri
Well-known member
At this point, I'd say I prefer GearWrench.
To be fair, I already have pretty much anything Craftsman I would have wanted out of their lineup, prior to the production shift to China.
But if I were having to start over today? I'd be tough pressed to buy new Craftsman stuff. I can't speak to any real-world functionality/usability differences with the lobster claws, but I don't like them.
And this is from someone that DOES like the raised-panel wrenches and tools (and, as mentioned, owns quite a bit of Craftsman).
4x4gearhead
Well-known member
If craftsman had kept on with what Ive known of them my whole life (i.e. good american made tools at a very reasonable price) I would say that I prefer them, but at this point I would go with gearwrench over most cheaper brands. They have a good fit and finish, good chrome, and anything that isnt made in china is generally visually pleasing. I have lots of craftsman tools, and lots of gearwrench also, and I will say that I wont be investing more in sears/craftsman.
kythri
Well-known member
I will clarify this:
If the new Chinese-made Craftsman had maintained the same designs, and not altered them significantly (i.e. lobster claws, or similar looking ratchets using different maintenance kits based on COO), then I'd have significantly less problem with them.
As I've said time and time again, nobody was ever paying US-prices for Craftsman tools. They were paying Craftsman prices for Craftsman tools, and the fact that no other manufacturer ever was able to meet what Craftsman did (domestic manufacture, Craftsman pricing, breadth of selection, etc.) reinforces that.
It was, as evidenced by what has happened, something that ultimately proved to be unsustainable.
As such, the price for imported Craftsman tools isn't the primary factor for my personal choices. The design of imported Craftsman is.
Even imported, nobody really has the selection that Craftsman does on the shelf, and if the designs had been maintained, they would be a very viable option for me today.
As much as I love my GearWrench stuff, I know that, for many things, I will have to deal with telephone-based support, as I've got a lot of stuff that nobody stocks locally (or, if they do, it's sets, not open stock).
Craftsman doesn't have that issue. It would be really nice if they could fix what I consider to be their design issues.
If the new Chinese-made Craftsman had maintained the same designs, and not altered them significantly (i.e. lobster claws, or similar looking ratchets using different maintenance kits based on COO), then I'd have significantly less problem with them.
As I've said time and time again, nobody was ever paying US-prices for Craftsman tools. They were paying Craftsman prices for Craftsman tools, and the fact that no other manufacturer ever was able to meet what Craftsman did (domestic manufacture, Craftsman pricing, breadth of selection, etc.) reinforces that.
It was, as evidenced by what has happened, something that ultimately proved to be unsustainable.
As such, the price for imported Craftsman tools isn't the primary factor for my personal choices. The design of imported Craftsman is.
Even imported, nobody really has the selection that Craftsman does on the shelf, and if the designs had been maintained, they would be a very viable option for me today.
As much as I love my GearWrench stuff, I know that, for many things, I will have to deal with telephone-based support, as I've got a lot of stuff that nobody stocks locally (or, if they do, it's sets, not open stock).
Craftsman doesn't have that issue. It would be really nice if they could fix what I consider to be their design issues.
kythri
Well-known member
Good question. More and more KD stuff seems to be going under the GW nameplate.
It'd be interesting to know what the long term plans for the KD brand is.
It'd be interesting to know what the long term plans for the KD brand is.
I think the only correlation with today's gearwrench are the part numbers, everything I've ordered with a KD part number has arrived in gearwrench packaging.
OP
GearWrench Brand
Well-known member
Hello - I'll chime in.
K-D is being rolled into the GearWrench brand. GearWrench will include specialty tools.
Thanks,
Steve
Thanks for the insight!
OP
GearWrench Brand
Well-known member
GearWrench Brand, if you wouldn't mind; for those of us that have had warranty issues in the past. What is the best and most efficient way; to get any tools warrantied, what is the official policy and what would you prefer us (as your customer base) to do? We do not want to overload your customer service reps; cause problems with your support teams etc.; but we would like to get our products serviced, when they need to be. As with anything; our goal, is to get our broken tools handled as quickly as possible and get a new tool, so we can get back to work. I don't think any of us; want to cause you, to not participate on this site! However, if you could tell us the best way to get these issues handled in the best way possible; it would be appreciated! Thanks!
Hi billymade,
Good question. As a manufacturer, we rely on our distribution partners (e.g. Fastenal, NAPA, etc.) to be the first line of help for our customers. They are in the best position to assist with a warranty or other issue. Typically our partners provide top notch service, but sometimes we expect better. If you are having trouble with your GearWrench distribution partner, our call center in Apex, North Carolina can help. This number is on the GearWrench website (Customer Service).
Please support the distribution partners that honor the GearWrench warranty. It's an indicator of how well they will service you in the future on GearWrench and other products they distribute.
Thanks,
Steve
There use to be a Danaher now Apex number with certain Craftsman sets and the CSRs would often send out replacements through that. I wonder if the same service is now offered for GW products...e.g. you get a set with 1 defective wrench and the store has no open stock just call and they'd mail you the 1 wrench.
MN4x4
Well-known member
I don't like it! Nope, don't like it at all...
since I am pretty sure it's gonna cost me more $$$. Does anybody know if there is a "GJ Anonymous" chapter near me?
since I am pretty sure it's gonna cost me more $$$. Does anybody know if there is a "GJ Anonymous" chapter near me?
I'm done with gearwrench. Add one more to the 'warranty service on gearwrench is more hassle than it's worth' fan club.
Based on how poorly my gearwrench 3/8" ratchet wrench worked before failure, how quickly it failed, the effort required to try and get a repair, and the complete lack of response from gearwrench, I'll buy an occasional Snap-on ratchet and HF composites from now on.
Based on how poorly my gearwrench 3/8" ratchet wrench worked before failure, how quickly it failed, the effort required to try and get a repair, and the complete lack of response from gearwrench, I'll buy an occasional Snap-on ratchet and HF composites from now on.
can you elaborate?
kunkernator
Well-known member
I have been reading through the thread, i agree with some things, and disagree with others, but all in all; i am glad to see the new website!
I have had nothing but positive experiences with Gearwrench, and i continue to buy from them. They have top notch specialty tools from KD, great ratcheting wrenches (of course), and most importantly, always coming out with something new.
Keep up the good work Gearwrench, you are DEFINITELY stepping up with the big boys.
I have had nothing but positive experiences with Gearwrench, and i continue to buy from them. They have top notch specialty tools from KD, great ratcheting wrenches (of course), and most importantly, always coming out with something new.
Keep up the good work Gearwrench, you are DEFINITELY stepping up with the big boys.
MISTERgadget
Well-known member
- Joined
- Jan 25, 2009
- Messages
- 50
Do you plan to continue expanding the product line?
I just ordered enough gearwrench to nearly fill all the hansen trays in 6-point, but some sizes are only available in 12 point, or not at all?
I just ordered enough gearwrench to nearly fill all the hansen trays in 6-point, but some sizes are only available in 12 point, or not at all?