Kyle Rowe

Review of Gray Tools Canada Inc.

Poor quality tools by a fraudulent company

Poor quality tools by a fraudulent company

I recently bought a large variety of Gray Tools as I am just starting out as an apprentice. At first I was excited and pleased with my purchases, but that was short lived. From first glance the tools look tough and hard to break, which is easily proven wrong after just a few uses. On the 4th use of my Gray Tools impact hex bit set, the set screw broke in half in between the hex bit and the impact driver socket. I put the socket on my 1/2 impact gun, and began removing a bolt. Since I didn t want the part held by the bolt to drop, I left a few threads holding the bolt and went to pull my impact off the bolt. This is when I felt something give as the set screw in the impact driver socket broke. This tool made by Gray was an impact tool on a impact gun and could not withstand the slight force required to remove it from the bolt. That s only the beginning, next comes the overly long warranty process. As per the warranty policy on Gray Tools website I take the tool to my retailer, to begin the warranty process. They then contact Gray Tools to notify them of the broken tool and request to see it. Then a whole two weeks later they reach a decision. Gray tools decided to they will not warranty it as it s not covered. They stated it is one of their few tools that aren t warrantable and it says so on the tool on their website. However after carefully examining the Gray Tools website, no where does it say this tool is not covered under warranty. Next I decided to review the warranty policy at the bottom of the Gray Tools website, where it clearly states...

We stand behind the quality of our products. In the unlikely event our products fail, warranty will be granted quickly and unconditionally, providing the tools were used for the application intended. Tools used inappropriately or tools not maintained properly will not be considered for warranty.

No warranty consideration can be made if the initial inspection shows that the tool has been:
Hammered
Heated
Used with any device to create additional leverage
Machined or modified in any way
Used for purposes other than those which it was designed for
Over stressed or over torqued
Products such as ratchets, flex handles, pullers, universal joints and adjustable wrenches require periodic maintenance and repair. When a tool needs repair due to normal wear and tear, the repair will be at the customers expense.
Products that carry a limited warranty: One-year Warranty
Toolboxes
Torque Wrenches and Multipliers
Precision Measuring Tools
Hoists
Non-Warranty Items: Due to the nature of the product, the following items are not warranted:
Reducing Adaptors: 4216, 4206, 4299, 4213, PA4-2A, PA5-4A, PA6-4 and PA8-7
Impact Universal Joints: P2-140A, P4-140A, P6-140A and P7-140A
Thread Restorers and Extractors
The Ingersoll-Rand and Test Products International Products sold by Gray Tools Canada Inc. are warranted by the manufacturer. Please refer to the warranty documents which were supplied with the product.

Basically they don t stand behind the quality of their tools, the event that their tools will fail is a matter of when not if even when used properly. On top of that warranty will be denied slowly after you wait around unable to do your job due to their tools poor quality. Apparently when reading their tool policy just read it as the opposite of what it s says and it s spot on. I m not sure how much more fraudulent a company could be when it comes to them honouring their warranty policy. I used the tool for its proper use and it disappointed me on only the 4th use. If your thinking I buying Gray Tools I highly advise against it. If you already have Gray Tools start buying their replacements now as you will require them tomorrow. Do not bother sending in you Gray Tools for warranty, just throw them in the scrap bin and save yourself some time.