Snap On Quality?

[Wamsutta]

Your driver doesn’t value you as a customer. Sounds like a ****.

I never blame the tool for the person selling it. A lot of guys do though and blame the tool.

 

[zendriver]

There was a Snap-On truck a few blocks from my house last week. He would not warranty it, said to call Snap-On.

James

They probably don’t want to warranty items unless they come from their regular customers and it’s hard to blame them

Otherwise, they probably spent endless amount of time and effort warranty items for people who purchased them from garage sales off eBay or craigslist

Remind me of when I bought a boat new from a dealer in Colorado. At that time they had almost the exact same configuration Cabela’s for a little less money.

I ask him if they warranty boats purchased from Cabela’s

“ of course we will, but we probably won’t be able to get to it until the fall
“

 

[whateg01]

I never blame the tool for the person selling it. A lot of guys do though and blame the tool.

That person selling the tool represents the tool company. It's all part of that premium price a snap on customer pays for that tool, so since that's part of what is paid for, I don't blame somebody for being upset that the driver blew them off

 

[Old Man Roger]

They probably don’t want to warranty items unless they come from their regular customers and it’s hard to blame them

Otherwise, they probably spent endless amount of time and effort warranty items for people who purchased them from garage sales off eBay or craigslist

Remind me of when I bought a boat new from a dealer in Colorado. At that time they had almost the exact same configuration Cabela’s for a little less money.

I ask him if they warranty boats purchased from Cabela’s

“ of course we will, but we probably won’t be able to get to it until the fall
“

Part of your responsibility of being a dealer is to deal with warranties.

 

[zendriver]

Part of your responsibility of being a dealer is to deal with warranties.

The driver did deal with the warranty.

He told the user to contact Snap On warranty Dept. The driver would probably do a direct swap with his own customers, because as an independent businessman and that's where he makes his living - not by people flagging him down for free warranty swaps.

I'd probably do the same. We all would IMO.

 

[Old Man Roger]

The driver did deal with the warranty.

He told the user to contact Snap On warranty Dept. The driver would probably do a direct swap with his own customers, because as an independent businessman and that's where he makes his living - not by people flagging him down for free warranty swaps.

I'd probably do the same. We all would IMO.

Saying contact the manufacture is not dealing with a warranty it’s being a ****. If it was something questionable then maybe I could see it instead of just saying no.

 

[zendriver]

Saying contact the manufacture is not dealing with a warranty it’s being a ****. If it was something questionable then maybe I could see it instead of just saying no.

maybe, but Who said it was the the tool truck's responsibility to warranty an item, when the warranty replacement could come direct from Snap On?

Was he supposed to waste his time playing the usual "20 questions" to try to determine if the user purchased the tool from Snap On, still have the receipt, or did itor from a flea market, etc.?

I sure wouldn't want to waste my time. Would you?

 

[Old Man Roger]

maybe, but Who said it was the the tool truck's responsibility to warranty an item, when the warranty replacement could come direct from Snap On?

Was he supposed to waste his time playing the usual "20 questions" to try to determine if the user purchased the tool from Snap On, still have the receipt, or did itor from a flea market, etc.?

I sure wouldn't want to waste my time. Would you?

No I wouldn’t waste my time question him at all, I’d warranty it.

You asked “who said it was the tool trucks responsibility to warranty an item?”

If you’re a dealer which all snap on tool trucks are then it is by definition your responsibility.

 

[zendriver]

No I wouldn’t waste my time question him at all, I’d warranty it.

You asked “who said it was the tool trucks responsibility to warranty an item?”

If you’re a dealer which all snap on tool trucks are then it is by definition your responsibility.

Hand out my tools to non-customers then wait to be reimbursed by the company?

Sounds like one of the multiple reasons I’ll never be a dealer.

Have at it.

Years ago, we had two mechanics in our Garage. One was the avid snap on user and the other just had a hodgepodge of tools with a few old snap on that came from who knows where

The tool truck would show up regularly for his customer. The second would get pissed because the driver wouldn’t warranty his so tools, even though he’d never buy anything new from him.

I guess that driver was a ****. It sounds like a pretty common story on the Internet.

 

[Old Man Roger]

Cost of doing business. And you might just make a new customer.

 

[51dueller]

In a previous shop I worked in, the owner had some Snap On impact swivel sockets for the employees to use. The local franchise would decline to warranty them even though they were originally purchased from him. Only after purchasing a new OBD scanner was he willing to do warranty again and ignored us as much as possible even though he parked in our lot to visit the transmission shop next door. We mostly dealt with the independent tool truck as he always showed up and was much nicer to deal with.

 

[zendriver]

Cost of doing business. And you might just make a new customer.

Sure is their cost of doing business Not mine

I just figured they probably know what they’re doing to make a living at it so maybe by not handing out free tools no questions asked all day long. Maybe they’re really missing the boat.

 

[purplezr2]

THIS is the fine tool truck service all the Snappy heads rave about? Sounds like my local guy.
You will get better service calling SnapOn direct.
No experience with Williams warranty to comment but would expect good service from them as well.
As far as the breakage? **** happens, nobody is infallible.

Like many brands, not just Snap on service really depends on the people that work there. Weather it is a big box store, a car dealership, or a tool truck the people and their attitude make a difference.

With that said, I have been lucky, I have had great luck with Snap on truck, I have lived a few different places and have had no issue with warranty. I would say two of the three were awesome, good service, loaded truck, deals every week. I was a cash customer always no payments. My third and last dealer was a great guy, but pretty hard to make the route work in a rural area, no as many deals, sometime would have to wait a week for oddball warranty items. When my local guy decide to quit, I used the 800 number(actually email since covid) for warranty with no issues. I did have a Matco guy that had a pretty bad attitude....

 

[a6hux]

Certain items are strictly not credited back to the franchisee if they fail corporate inspection. When a dealer sends a box of warrantied tools back to corporate, inspectors examine the items. If a claim is denied, the franchisee completely absorbs the loss for the replacement tool they already handed you. This is according to a few google searches. So if you're not a regular customer why would a dealer want to risk losing money.

 

[zendriver]

Certain items are strictly not credited back to the franchisee if they fail corporate inspection. When a dealer sends a box of warrantied tools back to corporate, inspectors examine the items. If a claim is denied, the franchisee completely absorbs the loss for the replacement tool they already handed you. This is according to a few google searches. So if you're not a regular customer why would a dealer want to risk losing money.

Because eBay and craigslist snap on tool buyers are entitled to superior customer service? /s

 

[a6hux]

By the company, yes. By the franchisee not so sure. Maybe someone here could ask there dealer for his opinion.

 

[Old Man Roger]

Sure is their cost of doing business Not mine

I just figured they probably know what they’re doing to make a living at it so maybe by not handing out free tools no questions asked all day long. Maybe they’re really missing the boat.

Handing out free tools is not what I’m talking about here. If you bring me a tool that’s clearly abused I’m telling you exactly why I’m not warrantying it, but a nut driver handle that looks like new but is broken in half? Ya, I’m warrantying that. Nut drivers aren’t the go to for prying.

 

[zendriver]

Handing out free tools is not what I’m talking about here. If you bring me a tool that’s clearly abused I’m telling you exactly why I’m not warrantying it, but a nut driver handle that looks like new but is broken in half? Ya, I’m warrantying that. Nut drivers aren’t the go to for prying.

If you are running the business, you should absolutely do what you want to.

Sounds like these tool truck drivers only wouldn’t take care of their own customers which I really can’t fault him personally.

Would not be surprising. If those were getting warranty, swaps don’t wanna buy anything else so the tool truck guy ever have to ask themselves “what’s in it for me?” with the answer being nothing but more work.

Buy a $350 torque wrench and they’ll probably swap the broken tool out no problem

 

[Ohio Andy]

Was he supposed to waste his time playing the usual "20 questions" to try to determine if the user purchased the tool from Snap On, still have the receipt, or did itor from a flea market, etc.?

I have only been on three different Snap-On trucks. I have never been given a receipt. Never asked for a receipt. If I was given a receipt, I would probably not have kept it. I only returned two items for warranty. One was a single socket that was not the correct size that I had just never tested; nice 1/4" socket set with short, mid, and deep of all sizes and one of the shorts was the wrong the size.

One was a bit ratchet that was purchased off the web site and delivered defective.

I had to return them and wait for a decision. Never asked a guy on a truck but when I buy off a truck I usually schedule it, pre-order, then meet him at one of his stops.

Point of all of this is that I generally do not have a receipt to show where I got something unless I go on snap-on's web site and print an order.... but then I need to remember what order I used; and it is annoying to search my orders to find something specific.

 

[Hakeem]

Certain items are strictly not credited back to the franchisee if they fail corporate inspection. When a dealer sends a box of warrantied tools back to corporate, inspectors examine the items. If a claim is denied, the franchisee completely absorbs the loss for the replacement tool they already handed you. This is according to a few google searches. So if you're not a regular customer why would a dealer want to risk losing money.

Because it’s snapon’s policy? Because they should stand behind the products they sell? Because it generates goodwill with the customer and increases the chances of future business?

Any business venture will involve the risk of unpaid work in the name of obtaining new business. Think of a contractor providing an estimate, or an attorney providing a free consultation. If you’re not OK with that, hang it up and be an hourly employee.

 

[a6hux]

Snap On corporate policy isn’t being questioned, only whether or not a franchisee is willing to take the risk on a hard asset, physical investment and/or inventory for warranty purposes.

Risking one’s time in the case of a contractor or attorney who offers free estimates or consultation is not the same.

I just had a screwdriver replaced by snap on. I reached out through the website because I didn’t have a relationship with a franchisee anymore. Replaced without any issues.

 

[zendriver]

Boy, sound's like we are all really so sure about what's going on inside Snap On's Corporate mind and these Drivers really don't know what they are doing.

Here's the skinny


Warranty Professional Product Use

Snap-on warrants to Customers who purchase Product from authorized Snap-on distribution channels for use in their profession that Snap-on® brand Products and Blue-Point® brand Products will be free from defects in workmanship and materials for a duration described in each Product's warranty code.

To obtain warranty service, return products to a Snap-on franchisee or representative.

Warranty Personal Product Use

Customers buying Product for personal use can obtain the Product warranty information by calling the Snap-on Customer Care Center via telephone at 1-877-762-7664 or e-mail [email protected].

Snap-on Store

shop.snapon.com

 

[Burt Shaver]

haha I’ve written in to Snapon to ask for a warranty on a pair of pliers that I ordered directly and they told me to get it warrantied through the driver that comes to my shop. Agreed that the warranty process can be too complicated, considering the premium they charge

I know Stanley is not upper tier like snap on buy when I broke a ratchet I simply called a phone number, they sent me an email, I responded to the email with two pictures of the broken ratchet and a new one came in the mail at no charge. Mastercraft tools from Canadian tire come with a lifetime warranty, just bring the tool in, no receipt required. After paying 6x to 10x the cost I’m paying, I would think they would simplify the warranty process

 

[Old Man Roger]

If you are running the business, you should absolutely do what you want to.

Sounds like these tool truck drivers only wouldn’t take care of their own customers which I really can’t fault him personally.

Would not be surprising. If those were getting warranty, swaps don’t wanna buy anything else so the tool truck guy ever have to ask themselves “what’s in it for me?” with the answer being nothing but more work.

Buy a $350 torque wrench and they’ll probably swap the broken tool out no problem

You say buy the $350 torque wrench and you’ll get service but the $300 nut driver set doesn’t deserve it?

 

[Cruzan80]

Funny, when I search up "Snap On Franchise agreement" , Under Section 8.I, (pg 7 of Appendix I. 1.A), it shows the following (snipped). Appears to be the 2025 franchise agreement. (Bolding mine)

Warranties. Franchisee will assist Snap-on in honoring all warranties on the Products.
Franchisee understands that warranty service for the customer is an important part of the Snap-on
Program and that Franchisee will be required to make repairs and arrange for service for customer
Products without compensation from Snap-on. The cost of warranty services is taken into
consideration by Snap-on when setting the franchisee discount on the Products. The terms of Snap-
on’s warranties may be changed by Snap-on from time-to-time in its sole business judgment.

https://www.nasaaefd.org/Franchise/Actions/DownloadFile.ashx?DocId=204631&isRegistered=true

 

[zendriver]

You say buy the $350 torque wrench and you’ll get service but the $300 nut driver set doesn’t deserve it?

The Driver does not make a penny on that set purchased elsewhere and warranted through him.

This is not that diiifcult.

 

[Old Man Roger]

The Driver does not make a penny on that set purchased elsewhere and warranted through him.

This is not that diiifcult.

Ya see above.

 

[Cruzan80]

The Driver does not make a penny on that set purchased elsewhere and warranted through him.

This is not that diiifcult.

Doesnt matter if he makes money from the sale or not, legally he has to hold to the franchise agreement he signed.

I literally just covered "Franchising" in my CE Business class last week, along with "Do's/Don't".

 

[Old Man Roger]

And did the op say he did or did not buy it from that particular driver? What happens when a tech gets a job in another drivers area? No more warranty? Be real.

 

[kngelv]

Funny, when I search up "Snap On Franchise agreement" , Under Section 8.I, (pg 7 of Appendix I. 1.A), it shows the following (snipped). Appears to be the 2025 franchise agreement. (Bolding mine)

https://www.nasaaefd.org/Franchise/Actions/DownloadFile.ashx?DocId=204631&isRegistered=true

I thought the driver was kind of a ****. No I know why. Knowing that Snap-On makes him eat the cost blows my mind. I think that eliminates them from any of my tool purchases going forward.

James

 

[Cruzan80]

I read it more as that he doesnt get paid for dealing with warranties, not that the broken tool comes out of his cost. But I am not certain how it is dealt with.

 

[Doubled33]

I wonder as well. 3/8 wobble extension with 3/8 dual 80 flex head and something like a 15mm SO socket.

 

[1Bad55Chevy]

I read it more as that he doesnt get paid for dealing with warranties, not that the broken tool comes out of his cost. But I am not certain how it is dealt with.

I was reading more into this tonight and it looks terrible. The way I took it the franchise has to warranty worn/abused products out of their own pocket. Theoretically that nut driver could have clearly had a defect but could be denied by corporate as an abused tool making the dealer eat it.

I couldn't imagine having to rebuild people's ratchets or re blading screwdrivers out of my own pocket knowing they bought it at a estate sale or ebay. What would probably be the absolute worst would be having to repair tools for someone thats behind on their payments.. or better yet.... having to re blade screwdrivers that you had to give away to get your customers to pay, you had to give them the screwdrivers then you have to pay to fix them...

 

[CHI_Tool&Die]

I was reading more into this tonight and it looks terrible. The way I took it the franchise has to warranty worn/abused products out of their own pocket. Theoretically that nut driver could have clearly had a defect but could be denied by corporate as an abused tool making the dealer eat it.

I couldn't imagine having to rebuild people's ratchets or re blading screwdrivers out of my own pocket knowing they bought it at an estate sale or ebay. What would probably be the absolute worst would be having to repair tools for someone thats behind on their payments.. or better yet.... having to re blade screwdrivers that you had to give away to get your customers to pay, you had to give them the screwdrivers then you have to pay to fix them...

Per my Matco man, the franchisee fronts the cost shipping the warrantied items to corporate. The franchisee also debits their item if it’s in stock and they choose to hand it out as a warranty. Once corporate gets the warrantied items they credit back the franchisee. So the franchisee is out the cost of the tools only until they receive their credit. The only real loss is the shipping and that’s usually why you see franchisees have boxes sitting on the floor with all the warranty stuff…they ship it once every week or month depending on their foot traffic so it’s less shipping costs and the credit comes all at once. He didn’t say anything about someone checking to see if any of those tools can be denied once shipped just that corporate checks his bill of goods and then weighs his stuff and cuts the check. Maybe Snappy is different?

As to why the OP got denied, some drivers do that because they don’t want to become the warranty wagon where all they do is warranties and no one buys anything. I’ve seen it happen to a driver so I can appreciate their hesitation. On the other hand, your reputation is your business as a franchisee so I cannot understand risking people blasting you and turning shops against you because of a $30 tool.

Also I have noticed that all my drivers have become a little more cautious with warranty stuff. I’m going to assume the crappy sales flyers and increasing tool prices have squeezed their numbers.

 

[Hakeem]

Snap On corporate policy isn’t being questioned, only whether or not a franchisee is willing to take the risk on a hard asset, physical investment and/or inventory for warranty purposes.

Risking one’s time in the case of a contractor or attorney who offers free estimates or consultation is not the same.

I just had a screwdriver replaced by snap on. I reached out through the website because I didn’t have a relationship with a franchisee anymore. Replaced without any issues.

What’s the difference? Time is valuable, you can’t buy any more of it. And the time spent on estimates or consultations that may or may not pay out is time that could have been used to do paying work. It’s a risk that the businessman takes to secure additional future business.

And the point about the corporate policy is that the driver is supposed to honor it, yet some clearly dont.