Help me understand Snap-on warranty

[Biomed]

I have not owned Snap-on tools for a long time. The Snap-on tools I do own were purchased on the Snap-on Web site. I did have one warranty issue which was resolved (after 3 attempts ) by Snap-on customer service.

Just curious - why does there seem to be so much variance in the way Snap-on route drivers handle warranty issues? A good example is the SL80 -vs- SL80A ratchets discussed in another thread here on GJ. Don't they just ship the defective stuff in to Snap-on for credit or replacement? Do the route drivers get penalized for excessive warranty claims or are they just too busy (or lazy) to do the paperwork (probably done via computer) and ship the defective stuff back?

 

[GoBlue]

The reason there is a difference is that each truck you get on is an independent business and its up to the driver how they choose to run it. This is why a lot of guys buy MAC or MATCO...their salesman run a better business or maybe their Snappy driver does and they go that way. All of the major truck brands sell top quality stuff all **** aside...service sells tools generally.

 

[wornoutoldman]

Although opinions vary.... I personally have NEVER had a warranty hassle with SO in 32 years either from a dealer (I've had 5), online (the way I do it now since I no longer go to work every day) or at the SO headquarters in Kenosha (I used to live a few miles away). Just call em up or email them. You'll be taken care of.

 

[wafrederick]

Some dealers will be pricks about it and my father had one this way.Would not warranty anything worn out and basically told my father that anything worn out is not covered under Snap On's warranty.Even with the not purchased from me excuse and this has been becoming a huge problem.Luckily my neighbor Ken has Snap On's corperate phone number on his toolbox at work and has called it a few times

 

[Al Bundy]

What exactly does the warranty cover? I have a few tools that are still perfectly functional but the chrome is worn right through on the handles. Those wouldn't be covered would they?

 

[Buckgnarly]

What exactly does the warranty cover? I have a few tools that are still perfectly functional but the chrome is worn right through on the handles. Those wouldn't be covered would they?

Yes it would...call the number, they will take care of you. I've had nothing but GREAT service from them, especially the web/phone number.

 

[Outlawmws]

What exactly does the warranty cover? I have a few tools that are still perfectly functional but the chrome is worn right through on the handles. Those wouldn't be covered would they?

I just did 3 metric wrenches that had chrome peeling off, no issues no hesitation, and quick shipping.

 

[Skyline]

I have never had Snap-on question a warranty item that I mailed in, and I've mailed them a whole lot of tools. But I would never try to warranty a worn out tool, to me it is not ethical. If it can't be repaired, it goes in the trash. Since most of the tools I get I have no idea of their history, if I get a tool that looks clearly abused, and is no longer usable or fixable, it goes in the trash.

Worm out chrome is not the Snap-on's fault...but pealing chrome is. Given the quality of their chroming, this is pretty infrequent, (we're not talking Cornwell here!). I would never try to warranty a broken chrome socket that's been used on an impact...and you can always tell.

Snap-on home office customer service pretty much takes the approach that the customer is always right, and they will bend over backwards to help you out. While I guess they might have some men working in customer service, I always gotten women on the phone when I called, and they are a very friendly and professional bunch. There are a whole lot of companies out there that could learn a thing or two from this approach.

 

[Al Bundy]

Just so nobody is offended, the tools in question were inherited from my dad so they aren't going anywhere. I just wanted to know if there were limitations to the warranty.

 

[SMKS]

http://www1.snapon.com/display/termsofsale.nws

Snap-On warranty details.

 

[Biomed]

I already know WHAT the Snap-on warranty is. I'm trying to find out WHY there is so much variation in handling warranty claims. If there is no objection I'd like to get back to the initial question:

Just curious - why does there seem to be so much variance in the way Snap-on route drivers handle warranty issues? A good example is the SL80 -vs- SL80A ratchets discussed in another thread here on GJ. Don't they just ship the defective stuff in to Snap-on for credit or replacement? Do the route drivers get penalized for excessive warranty claims or are they just too busy (or lazy) to do the paperwork (probably done via computer) and ship the defective stuff back?

Thanks!

 

[SMKS]

I already know WHAT the Snap-on warranty is. I'm trying to find out WHY there is so much variation in handling warranty claims. If there is no objection I'd like to get back to the initial question:



Thanks!

Just tying to be helpful. Another member asked what was covered.

As others said the variance is due to some dealers being good, while others are A-holes.

 

[byoungblood]

I already know WHAT the Snap-on warranty is. I'm trying to find out WHY there is so much variation in handling warranty claims. If there is no objection I'd like to get back to the initial question:

Thanks!

My experience with dealing with SO directly (opposed to going through a dealer) has been 98% positive thus far. I had one issue with an older ratchet that was skipping teeth that one lady on the phone told me was out of warranty (huh?) and I'd have to purchase a rebuild kit. I instead sent it in, and after a few weeks, I had a new F80 in my hand.

On the other hand, I've never even to get a dealer to even call me once regarding purchasing tools or getting a rebuild kit for a ratchet. Seems like the dealers around here don't want to fool with you if you're not using your tools to make a living.

 

[BloodySinner]

To my understanding, this message board has members that are Snap-On truck dealers. It would be nice if they had any real input in this topic.

 

[Danglerb]

Meaningful public comments from one dealer about another aren't very likely. This isn't the first thread on this topic so I'll summarize a little.

Some Snapon dealers are nice and bend in the customers direction.
Some Snapon dealers aren't so nice and bend the other way.
Some Snapon dealers base their niceness on how much you or your shop buys.
Corp CSR have some random variation, but tend to bend in the customer direction.
Sending in items seems to work well.

What the "warranty" says only matters in your imagination or maybe in court if you hire a lawyer.

 

[diesel research]

I already know WHAT the Snap-on warranty is. I'm trying to find out WHY there is so much variation in handling warranty claims. If there is no objection I'd like to get back to the initial question:



Thanks!

Actually, reading the warranty IS relevant to the initial question of "why the variation".

As you read along, you notice warranty terms are pretty specific with lots of clauses.

Customers buying Product for personal use can obtain the Product warranty information by mailing a written request that includes a description of the Product to:

Snap-on Tools Company LLC
Consumer Warranty Information Center
2801 – 80th Street
Kenosha, Wisconsin 53143

Snap-on strongly encourages you to send returns with a tracking number or delivery confirmation number. Snap-on recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to Snap-on or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. Snap-on is not responsible for lost or damaged returns.

This warranty only extends to the original Customer and cannot be transferred or assigned.

Consumable Products are warranted, at the time of sale, only against defects in workmanship or materials that prevent their use. Consumable products are goods reasonably expected to be used up or damaged during use, including but not limited to drill bits, saw blades, grinding discs, sanding discs, knife blades, files, O2 sensors and batteries.

Snap-on does NOT provide any warranty for (1) products labeled other than Snap-on or Blue-Point or (2) products subjected to "abnormal use". Products that are not labeled Snap-on or Blue-Point are subject to the warranty provided by the manufacturers of those products and Snap-on will pass along any such warranties. "Abnormal use" includes misuse, accident, modification, unreasonable use, abuse, neglect, lack of maintenance, use in product-related service, or use after the product is significantly worn. Abnormal use of tool storage units also includes, without limitation, situations when a unit is pulled using a mechanical vehicle, rolled over large drops, used in a highly corrosive environment, used as a step stool, modified with non-Snap-on parts, overloaded or modified in any way.

That is why you see the variation. Many exchanges could and usually would fall into one or multiple of the above categories (used-second hand/abused/consumable)

An individual can choose to stick to those above rules or make an exception, depending on what is in THEIR best benefit.

Next time you find a claim of denied warranty, see if it could possibly fit any of those above categories. It will.

The written warranty is not a satisfaction guarantee or lifetime supply warranty. Of course, an individual driver may make an exception, but that is a choice left up to them.

Only inconsistency is how much/if they will go above and beyond what is written.

 

[Danglerb]

If the written policy is almost never followed, why is it important or useful?

Would it "really" matter if the official policy was no return, as is, no warranty, but the normal practice was painless exchange for a new item?

What if the warranty was 100% user satisfaction, but the normal practice was to declare any warranty as user abuse and not covered?

 

[diesel research]

If the written policy is almost never followed, why is it important or useful?

Would it "really" matter if the official policy was no return, as is, no warranty, but the normal practice was painless exchange for a new item?

What if the warranty was 100% user satisfaction, but the normal practice was to declare any warranty as user abuse and not covered?

Obvious that neither of those work, so a happy medium is compromised.

Happens in most households/businesses/legislatures. A set of concrete rules/laws/SOPs are drafted, but then allowed for certain deviation using human discretion. Of course, they continue to exist, as an "ace in the hole", ready to be used when it is convenient.

In my line of work, I have quite a few stances and SOPs to follow, but am given plenty of leeway/person judgment/discretion when to apply them and when to make an "exception".

Around here the speed limit is "almost never followed" (or enforced) so why do we have one?

 

[Biomed]

OK, I understand that each truck is an independent business.

Why wouldn't the driver want to take care of a customer so he remains a customer? Why wouldn't Snap-on want drivers to provide the same level of customer service as provided by SO Customer Service? Back again to my original question - does the driver get penalized in any way for excessive warranty claims?

I'm fairly certain (as in many things in the business world) that the answer is $$$ first, customer service second.

 

[Lt CHEG]

I'm fairly certain (as in many things in the business world) that the answer is $$$ first, customer service second.

Actually, I'd be willing to bet that corporate occasionally audits the truck dealers. I wouldn't be surprised if they get hassled somewhat if they are taking back too much stuff that they shouldn't be. I don't think that it's unreasonable to want to protect ones own business interests. Keep in mind that a lot of people on this forum buy used tools and then warranty them, and some of those folks do it for profit. That fact may skew results somewhat on this board. I'm willing to bet that by and large, the vast majority of Snap On warranty claims go over very smoothly at the truck dealers.

 

[treasureseeker]

Just so nobody is offended, the tools in question were inherited from my dad so they aren't going anywhere. I just wanted to know if there were limitations to the warranty.

I inherited a bunch of broken Snap on from my father and had been sending them in a little at a time without issue. At some point the items that didn’t supersede to current numbers were left off the items I received which were ratchets. In talking to Snap-on to get the ratchets I was told I needed to get a call tag to send in items in the future and after some calls I got the ratchets but first was asked where I got the ratchets.

 

[fatfillup]

I already know WHAT the Snap-on warranty is. I'm trying to find out WHY there is so much variation in handling warranty claims. If there is no objection I'd like to get back to the initial question:



Thanks!

Man, what's up with the attitude? Is it so terrible that a thread wanders a bit? I'm relatively sure most folks are just trying to be helpful. Course if this is the attitude you give your dealer, your customer service experience would vary.

 

[ssblood]

My dealer has never told me he wouldn't warranty something. Even does my drill bits that are 1/4 and up. I've had stuff that was beyond worn out and was given brand new. He did tell me that corporate will complain if his warranty is over a certain percentage of sales.

I had a bad dealer one time. I called the corporate office that handles my credit account and reminded them I was paying them for the service as well as the tool. The dealer was at the shop kissing my **** the next day. Call corporate when you have a problem. They will make it right.

 

[bgott]

We have a Matco dealer that waffles around on warrantying anything that isn't hard line. I don't buy much from him but one of my co-workers has been riding his *** over his failure to warranty things. One of them is a Gorilla hose that he pushed using the ten year warranty against the hose stiffening up as a selling point. Two years down the line and the hose is stiffer than a preacher's **** and he doesn't plan to do anything about it. Another is the $140 re-badged Lisle Ford Triton broken spark plug remover. The screw that grabs the plug shell likes to quit grabbing. When I ask him why it costs $140 for a tool I can get from Snap-on or NAPA for $107, or from Tooltopia for $62, he told me I was paying for "service". A week later my co-worker's screw took a dump and he's still waiting for "service" from Matco. So, my point is, Snap-on dealers haven't cornered the market on crappy warranty practices. These distributors are all independent businessmen so they all interpet company policys differently. You never know what kind of dealings they have with the corporation, sometimes stuff you, and the driver, think should be warrantied gets pissed back on them. Sometimes they are just assholes and get attitudes that aren't good for customer relations. Sometimes you need to call the corporation and get a boot planted in their asses.

 

[wrenchr]

The main reason IMO is when they warranty your tool it takes away inventory from the truck that they could sell. I know it will be replaced by corporate but there is a period where they do not have that tool.