GearWrench Heads Up

I'm a big fan of the ratcheting wrenches, and have found a lot of use for the pass-through sockets as well. I know that a lot of posters here also like GearWrench stuff, so I wanted to share a quick story.

Sadly, I had my first run-in with their customer service department recently. My sockets came as a set with both SAE and Metric sockets, and a single wrench handle. While installing a handle on a fence, the socket fell apart. I wasn't even applying any pressure, so I would guess it was a faulty retaining clip. The small parts fell into tall grass, and were lost for good. Since they have a lifetime warranty, I figured that I was covered.

Wrong. I called and my particular handle is on backorder for a few months. I asked whether I could pick up a replacement in a store, or swap out the whole set, but they offered exactly nothing. They are currently selling whole sets, and replacement wrenches, so I don't see any reason why they won't send me one. My set is completely useless until further notice, and they can't even say how long until they honor their warranty. The customer service person wasn't even apologetic or sympathetic.

I hope that this experience was limited to just me, but beware that if you get a GearWrench set, keep the store receipt and go back to the store and demand a complete swap face to face. Mine was a gift set, so I am apparently screwed.

That's a shame. Good luck with them.

Try calling back, you might get a better response from another rep.

Maybe they dont care, but they should. 36 years ago I bought a whole toolbox worth of Grey Tools. Dropped a couple of grand.

The breaker bar broke within a year and when I went in for the lifetime warranty option, I was given a song and dance. Bottom line was they did not honor the warranty.

40 years later, I have not bought another tool from this company and am still telling the story to warn others away. I like to think they lost more on that move than I did.

S&K FTW, the few I have broken have been replaced no questions asked.

As above by NOHOME, absolutely post a pic of the part that broke and spread the word about their lousy warranty.

I know many people hate craftsman, but this kind of thing is exactly why I buy craftsman hand tools. The warranty is always honored with no trouble.

I once (in an emergency) had to use a 3/8" drive craftsman torque wrench as a breaker bar. After applying my entire body weight to it repeatedly, I eventually sheared of the little nub that holds the socket. oops.

It was 4 years old.

Took it into Sears, no receipt, told them I sheard it off. They didn't have a 3/8 in stock so they just swapped it for a new 1/2" drive one, with an apology.

win.

I've also brought at least 5 super-rusty or broken screwdrivers in, a few wrenches, and a wratchet that I had used as a BFH. All were replaced no questions asked. And Sears is 5 miles from me.

I can put up with certain craftsman tools being so-so strength/quality, because I can afford to have 3 of them on-hand and know I can always get a new one free.

pinchvalve wrote: My set is completely useless until further notice, and they can't even say how long until they honor their warranty.

I hate to side with a company, but one wrench breaks and the entire set is useless? Did I miss something in your original post?

irish44j wrote: I know many people hate craftsman, but this kind of thing is exactly why I buy craftsman hand tools. The warranty is always honored with no trouble. I once (in an emergency) had to use a 3/8" drive craftsman torque wrench as a breaker bar. After applying my entire body weight to it repeatedly, I eventually sheared of the little nub that holds the socket. oops. It was 4 years old. Took it into Sears, no receipt, told them I sheard it off. They didn't have a 3/8 in stock so they just swapped it for a new 1/2" drive one, with an apology. win. I've also brought at least 5 super-rusty or broken screwdrivers in, a few wrenches, and a wratchet that I had used as a BFH. All were replaced no questions asked. And Sears is 5 miles from me. I can put up with certain craftsman tools being so-so strength/quality, because I can afford to have 3 of them on-hand and know I can always get a new one free.

Craftsman officially does not cover torque wrenches under the lifetime warranty. I had one that broke fatally upon my first attempted use (which was proper), tried to return it, and they told me it was not covered and I was SOL. This was a $90 torque wrench that didn't do a lick of work, and the counter lady condescendingly told me that I shouldn't be too upset because I could now use it as breaker-bar.

JamesMcD wrote:

irish44j wrote: I know many people hate craftsman, but this kind of thing is exactly why I buy craftsman hand tools. The warranty is always honored with no trouble. I once (in an emergency) had to use a 3/8" drive craftsman torque wrench as a breaker bar. After applying my entire body weight to it repeatedly, I eventually sheared of the little nub that holds the socket. oops. It was 4 years old. Took it into Sears, no receipt, told them I sheard it off. They didn't have a 3/8 in stock so they just swapped it for a new 1/2" drive one, with an apology. win. I've also brought at least 5 super-rusty or broken screwdrivers in, a few wrenches, and a wratchet that I had used as a BFH. All were replaced no questions asked. And Sears is 5 miles from me. I can put up with certain craftsman tools being so-so strength/quality, because I can afford to have 3 of them on-hand and know I can always get a new one free.

Craftsman officially does not cover torque wrenches under the lifetime warranty. I had one that broke fatally upon my first attempted use (which was proper), tried to return it, and they told me it was not covered and I was SOL. This was a $90 torque wrench that didn't do a lick of work, and the counter lady condescendingly told me that I shouldn't be too upset because I could now use it as breaker-bar.

I guess your sears isn't as nice. Yeah, I know it wasn't warrantied - that was my point in that they did it anyways since they see me a couple times a month and know I buy tools :)

z31maniac wrote:

pinchvalve wrote: My set is completely useless until further notice, and they can't even say how long until they honor their warranty.

I hate to side with a company, but one wrench breaks and the entire set is useless? Did I miss something in your original post?

I think in this case it's more like a ratchet handle, with sockets, except unlike a normal socket things can pass through, like the threaded part of a bolt. So it would make the set useless.

Joey

When I tried to have my Craftsman ratchet repaired, they told me they no longer have the rebuild kits, and offered me one of the new (not so good) ratchets. I guess technically they honored the warranty, but it wasn't without trouble, and I wasn't willing to give up a quality tool for a cheap one. I found a kit on ebay. As far as Gray (not Grey) tools, in 30 years as a mechanic, I've never had one break or wear out, including ratchets. I've rebuilt this Craftsman one at lest 6 times.

irish44j wrote:

JamesMcD wrote:

irish44j wrote: I know many people hate craftsman, but this kind of thing is exactly why I buy craftsman hand tools. The warranty is always honored with no trouble. I once (in an emergency) had to use a 3/8" drive craftsman torque wrench as a breaker bar. After applying my entire body weight to it repeatedly, I eventually sheared of the little nub that holds the socket. oops. It was 4 years old. Took it into Sears, no receipt, told them I sheard it off. They didn't have a 3/8 in stock so they just swapped it for a new 1/2" drive one, with an apology. win. I've also brought at least 5 super-rusty or broken screwdrivers in, a few wrenches, and a wratchet that I had used as a BFH. All were replaced no questions asked. And Sears is 5 miles from me. I can put up with certain craftsman tools being so-so strength/quality, because I can afford to have 3 of them on-hand and know I can always get a new one free.

Craftsman officially does not cover torque wrenches under the lifetime warranty. I had one that broke fatally upon my first attempted use (which was proper), tried to return it, and they told me it was not covered and I was SOL. This was a $90 torque wrench that didn't do a lick of work, and the counter lady condescendingly told me that I shouldn't be too upset because I could now use it as breaker-bar.

I guess your sears isn't as nice. Yeah, I know it wasn't warrantied - that was my point in that they did it anyways since they see me a couple times a month and know I buy tools :)

You said "The warranty is always honored with no trouble." and proceeded to tell a story about a torque wrench. Now you're saying "Yeah, I know it wasn't warrantied,"

Not trying to bust your balls...I just wanted to make the point that torque wrenches DO NOT fall under the Craftsman lifetime warranty (and there are other things, too) so as to give a further heads-up to GRM readership.

In reply to JamesMcD: Forget the Lifetime Warranty stuff.
If I buy any item and it breaks or fails the first time I use it, it's a faulty unit, and must be repalced.
If the counter monkey won't give you satisfaction, then escalate it as far as you need to, keep calling and being a PITA until they do the the right thing.

aussiesmg wrote: S&K FTW, the few I have broken have been replaced no questions asked. As above by NOHOME, absolutely post a pic of the part that broke and spread the word about their lousy warranty.

my dad has a 1/2" S&K set that he got when he was just out of HS... I look forward to owning that set in another 20-30 years when he decides he no longer needs it

as for the gearwrench... reminds me i've got an 8mm that the ratchet has issues... need to call and see if there is any options for me :-/

Craftsman no longer warranties anything with moving parts more complicated than a ratchet.

It's kind of a shame. When I buy hand wrenches, I just get them from Harbor Freight or the auto-parts store, and if they break, i just buy another set.

I used to get everything from MAC, but the price increases seem to be logarithmic. I think a simple socket set is in the $300-400 range now. A guy starting out as a professional today could easily spend $15k on basic tools.

OTOH, they warranty everything. I've even had drill bits warrantied.

I been using my gearwrench rachet and pass through sockets for at least 6 years now. I like them, but it is rare that I do something where I need the pass through feature. My set also has regular sockets that work with regular socket wrenches.

z31maniac wrote:

pinchvalve wrote: My set is completely useless until further notice, and they can't even say how long until they honor their warranty.

I hate to side with a company, but one wrench breaks and the entire set is useless? Did I miss something in your original post?

Socket sets use a single handle, and a collection of different sockets that click into the handle. Once the ratcheting handle breaks, the entire set is useless.

With traditional 3/8" or 1/2" drive sockets, you can just grab another wrench somewhere, but this is a special pass-through design. They are only sold in complete sets by GearWrench. They do sell individual handles, but they are as expensive as the entire set!

It looks like Craftsman has a compatible set. I will still be out a few bucks, but at least it won't go to GearWrench.

Hrmmm... looks like i need to get ahold of the receipt for the Gearwrench ratchet wrenches i got for christmas.

The trick for me is to find a local tool truck, preferably one where I have spent a little money, that also sells Gear Wrench and get them to warranty my broken gear wrench. They tend to get better results from the company as they are a corperate account and worth a bit more than I am as a single consumer. Sucks they are being such a pain for you. I must say I was very impressed with MAC tools when I was without a regular tool truck I called them about a couple broekn wrenches and they sent replacments no questions asked didn't even want to see the broken ones just have a nice day they are in the mai to you. Don't think I could do that very often but was glad they stood by their product.

The easy answer is to buy a kit with the same ratchet from a store with a good return policy, swap the ratchet, and return it for a refund. That may not be how they intend for the warranty to work, but it gets results.

pinchvalve wrote:

z31maniac wrote:

pinchvalve wrote: My set is completely useless until further notice, and they can't even say how long until they honor their warranty.

I hate to side with a company, but one wrench breaks and the entire set is useless? Did I miss something in your original post?

Socket sets use a single handle, and a collection of different sockets that click into the handle. Once the ratcheting handle breaks, the entire set is useless. With traditional 3/8" or 1/2" drive sockets, you can just grab another wrench somewhere, but this is a special pass-through design. They are only sold in complete sets by GearWrench. They do sell individual handles, but they are as expensive as the entire set! It looks like Craftsman has a compatible set. I will still be out a few bucks, but at least it won't go to GearWrench.

i believe Gearwrench makes the ratcheting wrenches for Craftsman, so they are still getting your money..

Harbor Freight and Northern Tool offer lifetime warranties with their hand tools, including torque wrenches and ratcheting wrenches, I have a mix of Craftsman and the above for exactly this reason. I've broken all, and returned all, no problems, no questions asked, you just need to read the warranty information.

I do agree with the OP that them not standing behind their tools 100% is dangerous, GearWrench isn't the only maker of ratcheting wrenches, thanks for the heads up as I was going to buy more...

I had a set of GearWrench and one of the sockets (19 MM I believe) broke. Took the socket in to the Sears where I bought the set and got nowhere. Called their customer service and had the same result. The eventual solution was for the rest of the set to be stolen from my truck.

Raze wrote: Harbor Freight and Northern Tool offer lifetime warranties with their hand tools, including torque wrenches and ratcheting wrenches, I have a mix of Craftsman and the above for exactly this reason. I've broken all, and returned all, no problems, no questions asked, you just need to read the warranty information. I do agree with the OP that them not standing behind their tools 100% is dangerous, GearWrench isn't the only maker of ratcheting wrenches, thanks for the heads up as I was going to buy more...

+1 to Harbor Freight. I have their ratcheting wrenches as well - no issues so far. You can tell the difference between the GW and HF, though it's not atrocious. Good set for the track/junk yard.

Harbor Freight's hand tools marked with "CR-V" are good and they're now slowing creeping past Craftsman stuff in my box. It doesn't hurt that I bought one of their 1,000" long breaker bars in the scratch and dent bin for $3 or so.