How to get Snap-On warranty replacement?

[MrMark]

Try to think about this from the dealer's shoes as well. Dealers get people who go to garage sales and pick up abused tools for .50, $1.00 and then bring the dealer boxes of these cast-offs and say "fix them". All the time the dealer spends processing these warranties (20 hours a week or more) is time taking away from his exisiting routes, customers and family. Dealers expect that they will spend a reasonable percentage of time servicing their customers (or customers of fellow dealers). They are there to make a living like the rest of us and to ensure that the guys with their backs on a crawler can meet the pressure to bill as many hours as they can. Being there for those guys who are under a lot of pressure (more so than ever) to meet their shop's service sales goals. So, step back... what is more "fair"... for the SO dealer to be there when the mechanic who is trying to feed his kids breaks a ratchet or spending 20 hours to service the 2 - 3 guys who have time to go around collecting $1.00 SO tools at garage sales? The warranty was meant to protect the professional who bought the tool initially.... not the people buying them off of garage sales. IF there was not so much abuse of the warranty, then the dealers would generally service the one or two tools bought from a garage sale. These dealers literally have people bring them BUCKETFULLS of garage sale tools to service every week.

Why should the guy who sells tools on an online auction site make the money off the sale and then expect a dealer to service HIS sales??? Yes the dealer makes money off of other sales but that money does not offset all his/her time servicing the sales of the guy who sells on online auctions. Do you give your dealer a cut of what you make selling the tools? (Rhetorical question not one to incite an argument).

While the dealers don't have to pay for the cost of the replacements, they are not reimbursed in any way for their time or their associated costs (shipping materials, boxes). Also, dealers have enormous costs associated with operating their trucks.... far more per tool than Northern tool. Plus, they have the stress of driving, as well as many life threatening experiences and exposure (they are a target for hold-ups and physical injury). AMAZING to me that people want top rate service from a traveling store but don't want to have to pay for that service in any way shape or form.

The "on truck/dealer serviced" warranty was written BEFORE ebay, before warranty abuse and meant to protect the PROFESSIONALs buying/investing in their tools.

That said, Snap-on has a way for casual consumers to get their products warrantied:
http://www1.snapon.com/display/termsofsale.nws

"2. Personal Use Warranties for Products. 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"

Plan on paying shipping both ways and waiting six weeks (as they no longer manufacture tools at that location (and some have to be shipped off to another site for repair). As long as there is no signs of abuse, they will generally fix/replace the tools. Remember, the original warranty was intended for the PROFESSIONAL who purchased the tool. Back when the original warranty was written, there was no online auction sites and a handshake meant something.

--------------------------------------------------------------------------------

What a pant load.

Snap-on dealers don't have to do anything other than throw a socket or other tool in a box and either order a new one or give a new one out of inventory. Snap-on pays the shipping on the box and simply weighs it when it is received to verify accuracy and that the dealer is not scamming them on returns. Your post makes it sound like every return is some big deal consuming loads of time "SERVICING" tools. What "service" is this? An occassional ratchet and screwdriver shank? I can see the dealer not wanting to "service" a pile of garage sale sockets because it would take it out of his inventory, but (1) how many do that? and (2) all the dealer has to do is place the order for the customer if he does not want to take the sockets or other stuff out of his inventory.

Snap-on sells tools to everyone who has money to buy them and the warranty is the same whether you work for a dealer or in your garage. There is no such thing as a "professional" warranty. Furthermore, you don't have to call Snap-on to get "authorization" to return your tools, although if you do they may send you a call tag. You make it sound like Snap-on is doing someone a favor warantying their tools. Snap-on charges a hefty premium for that warranty, usually about twice the cost of the tool.

Finally, there is no two way shipping and it doesn't take 6 weeks to "service" the returned tools. The turn around is usually 2 weeks and the only "servicing" of tools is to replace them with new. Your post is filled with factual errors.

That quote you have has nothing to do with anything you are ranting about. It is simply an address where a customer can get information about the warranty on that particular tool - USUALLY LIFETIME. It does not make some distinction between "professional" and "non-professional" users. "Personal use" in that statement means that you are going to use it yourself and not resell it. In other words, the warranty is for end users, whether "professional" or "shite", and not resellers.

READ BEFORE POSTING

"Terms of and Conditions of Sale
1. Offer and Governing Provisions. Snap-on Tools Company LLC ("Snap-on") is pleased to offer for sale the tools and equipment manufactured or marketed by Snap-on ("Product") and the Snap-on branded clothing and accessories ("Gear"), subject to the following terms and conditions. Customer agrees and represents that he is buying the Product and Gear for his own use and not for resale. Customer's placement of an order for a Product and/or Gear constitutes Customer's unconditional acceptance of the following terms and conditions. These terms and conditions are subject to change without prior written notice at any time and in Snap-on's sole discretion.

2. Personal Use Warranties for Products. 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"

 

[MrMark]

Posts like the above aren't doing Snap-on any favors, I can tell you that.

 

[hofferwood]

partial

This is the most accurate statement about the warranty issues. Snap-on tools were designed with a professional user in mind.... not someone who would drive a screwdriver with a hammer for a punch.

And yes... it is about relationships. Even if the dealer is new but you can talk to him about your long standing relationship with a prior dealer, most likely he will respect your brand loyalty.

Try to think about this from his shoes as well. Dealers get people who go to garage sales and pick up abused tools for .50, $1.00 and then bring the dealer boxes of these cast-offs and say "fix them".

I wanna live There!
Around here if it says Snap On, High dollar!!
Why?
'Cause it says Snap On, Period.
Even Grandma says "Ya know that's a Snap On"
Chuck

 

[MrMark]

Yeah, that was something I was going to point out too. Try to get a deal on Snap-on stuff. The other big joke in that post is the following quote about abuse:

"Snap-on tools were designed with a professional user in mind.... not someone who would drive a screwdriver with a hammer for a punch."


That's a real laugher. The guy at home isn't the one who is going to abuse a Snap-on tool, unless maybe he found it somewhere. The guy who is going to abuse it and best the hell out of it with a dead blow is the "professional" user in a shop.

 

[4x4gearhead]

Quote:While the dealers don't have to pay for the cost of the replacements, they are not reimbursed in any way for their time or their associated costs (shipping materials, boxes). Also, dealers have enormous costs associated with operating their trucks.... far more per tool than Northern tool. Plus, they have the stress of driving, as well as many life threatening experiences and exposure (they are a target for hold-ups and physical injury). AMAZING to me that people want top rate service from a traveling store but don't want to have to pay for that service in any way shape or form.


I was told that the mark up on a tool helps account for how many times you will potentially warrantee it so if you are paying all of that you are paying for the service right there and I believe that the risk of a hold up would rely on the area too, kind of a bleeding heart statement

 

[Skyline]

To me, it is NOT warranty abuse to bring a failed tool to a dealer, regardless of where it came from. Trying to warranty a ratchet that was used as a hammer is another story.

But this is a pretty old thread, and I must say, my thoughts about getting warranty service with my local dealer has changed a lot. I got tired of him whining every time I saw him. Since I get a lot of sets missing items, I have to order a good amount of items to fill in sets. Funny thing, was my dealer complained more about all my special orders than my warranty stuff. So I no longer do any business with him, it's easier to just send the tools in, and order what I need from the web site.

 

[billymade]

Skyline, I can relate to you specifically; I got a new dealer... he stonewalled me on a number of warranty items, kept saying no... then stopped coming by the shop. He was new and didn't know the product line that well anyway; I'm probably a customer that is more of a hassle then beneficial to him, on the other hand... who's to say that a new customer that gets warranties and buys small stuff (I had some air tools rebuilt, too), won't buy something more later? I've been using snapon.com, calling customer service and sending tools in for warranty replacement.

 

[mspecperformance]

My Snap On dealer has been in business for 30 years or so. I haven't seen him in a month and I heard he is in heavy debt.

 

[jeffk14]

My Snap On dealer has been in business for 30 years or so. I haven't seen him in a month and I heard he is in heavy debt.

That's not surprising in the least. I really don't see how they compete.

For instance, why would I pay TEN TIMES as much for tools that are (only arguably) 20 to 25% "better" than Duralast or CMan, have to chase down the SO man for warranty, listen to ****, wait 6 weeks, etc, when I can drop by AutoZone or Sears (Both of which are on my way to work) and get my items replaced on the spot?

I have to drive within less than a mile of AutoZone, Advance, Sears, Northern Tool AND Grainger EVERY day to get to work. A 2 mile detour takes me by Summit Racing.
If none of those places have it, I probably don't need it!
Combine all of the above, throw the internet on top of it and needless to say, I'm sure I've bought my last "tool truck" tools.

 

[chadster1]

My Snap On dealer has been in business for 30 years or so. I haven't seen him in a month and I heard he is in heavy debt.

If a dealer has been in business for 30 years, I doubt that he is heavy in debt.

 

[GeorgiaHybrid]

If a dealer has been in business for 30 years, I doubt that he is heavy in debt.

That depends on how many wives he has had and how much he pays in child support....

 

[_CY_]

lots of opinionated folks in this thread... Snap-on junkie here
yes there is a difference, besides the high $$$ price tags ...

always looking for Snap-on deals, which as other pointed out... are hard to come by. but they are out there.

yes, I do get warranty service from Snap-on trucks, but I make a point to always buy something. each and everytime I visit the truck. Snap-on dealers are all independent and need to make a living.

which is incredibly hard to do... carrying all the high $$$ inventory is not free. Snap-on charges the dealer accordingly. Think of all the folks paying weekly on tools the snap-on dealer is carrying.

the snap-on dealer in business for 30 years still heavily in debt is totally believable.
I've seen too many broke former Snap-on dealers to believe otherwise.

here's a few pic's of my Snap-on collection

 

[WkndWarr72]

Hmm, just bought a set of snapon impact swivel sockets I have had my heart set on for 5 months now. Got them used from a guy on kijiji - got them home and had a good look at them, not in the best shape - some worn pretty bad quite a bit of rust, obviously not well looked after.
Tomorrow am going to clean them up and sort the good from the bad and call the nearest truck, not sure they make house calls where I live.
My former experience as a diesel apprentice says stay away, but the walls on these are thinner, allow access to more places with an impact.
One mechanic I used to work for taught me a good lesson about snapon tools when the truck came one day. Brought him a handful of worn out sockets, which the SO vendor quickly pointed out that does not fall under SO's lifetime warranty. Actually heard the guy say "We warranty broken tools, not worn out ones", to which the mechanic says "Next time you come, they will be broken". Via vice & ball bearing I assumed.
That being said, I have bought mainly Craftsman. Some SO people will tell you that you buy snapon and the tools don't break, not true. Then when they do you have to fight tooth and nail to replace them?
I have brought craftsman tools back to sears on multiple occasions - sockets in shards from using a 2' breaker bar. Never once has anyone questioned a return, as long as it says craftsman its returnable. I got out of the business but still work on my own cars, as well as my friends and neighbours. My craftsman tools are close to 25 years old now, bought my first set at 16 and they are still going strong. Am sure glad I didn't spend 5 times what I did back then or I'd still be paying it off now.

 

[scott37300]

Hmm, just bought a set of snapon impact swivel sockets I have had my heart set on for 5 months now. Got them used from a guy on kijiji - got them home and had a good look at them, not in the best shape - some worn pretty bad quite a bit of rust, obviously not well looked after.
Tomorrow am going to clean them up and sort the good from the bad and call the nearest truck, not sure they make house calls where I live.

Really??? You paid for a used set of tools and now you are complaining about how hard it is to warranty?

These threads are getting really old.

Simple answer for you, email snap on and they will send you an email to print out to send the "defective" ones to send in and they will send you new ones. I have warrantied a couple of items with snap on with no problems what so ever. Then come on here and read about all these guys having problems. The only reason they have problems is because they don't chose the best way to warranty them. You seriously think the snap on guy is going to make a special house call for you just to warranty some used tools you bought? Probably not. Send them in and be done with it.

 

[mrbreezeet1]

I should have sent my broken Philips bit to snap on. Instead,I gave it to the mechanic at the other shop, and he gave it to his snap on man. He has had it for over 3 months.
The Snap on service in this area is nonexistence.
They were supposed to send me the labels mentioned above for an old 3/8 and 1/4" ratchets I had, and ended up just sending a new 80 tooth 3/8" and the newest 1/4" ratchet.

 

[Wayfastwhitie440]

Wow some of ya'll have no luck at all. I buy from SnapOn and MacTools I buy alot from both of them and they take care of my warranty sometimes even if there wasent a warranty on an item they still do it. I say alot but its only 1-3 thousand each year per truck. I have also just really started buying tools in the last few years. But my old snap on guy use to fix it right then and there for me. I stepped on the truck and left with it fixed or replaced. The samething with mac tools I step on the truck and hand him all my broken stuff and get it replaced many drill bits. Dont know if any of ya'll buy mac tools but if you own any of there drill bits do you get a warranty on them? Good Luck to all of you..

 

[mrbreezeet1]

Wow some of ya'll have no luck at all. I buy from Snap On and Mac Tools I buy a lot from both of them and they take care of my warranty sometimes even if there wasent a warranty on an item they still do it. I say a lot but its only 1-3 thousand each year per truck. I have also just really started buying tools in the last few years. But my old snap on guy use to fix it right then and there for me. I stepped on the truck and left with it fixed or replaced. The same thing with mac tools I step on the truck and hand him all my broken stuff and get it replaced many drill bits. Don't know if any of ya'll buy mac tools but if you own any of there drill bits do you get a warranty on them? Good Luck to all of you..

Yeah, well the problem here is there is just not a SO man around here.
He came to our shop a few times, but no one wanted anything at the time, so he never came back. Now I heard he quit, and they want the one that has my Phillips bit to cover these other areas.
This guy has been sick too.
But when He was my SO man in another neighboring county, even if I did not owe him money, he would still come around and show us the new stuff and the specials, and I lot of times I would "Impulse Buy" from him.
This guy in my area now, or was in my area, I guess he didn't want to bother.
I am sure if he would visit our shop even once a month, I would end up buying something from him.
Warranty on drill bits, that is decent, I have heard of that.
Oh MAC, What is a Mac truck? Not around here that is for damm sure.

 

[Wayfastwhitie440]

Not that I have enough tool bills(haha) but one of my coworkers has called and called the local matco guy several times and hasn't and probaly wont ever stop. But he sure stops by popeyes chicken across the street. Theres only three techs including me were I work and I wonder if he thinks were not a big enough shop for him or something...

 

[Daveys Ebarn]

Sometimes we need to re-aquaint with what made freedom and the USA great.
That was free trade, competition, capitalism, competition etc.
Buying imported products is not "anti-american" because I am an American and I choose to do what is best for me.

It is nauseating to hear how everyone is so ok with getting screwed by snap-on, agreeing to "butter up" their salesman in order to get what they rightfully have coming. I recently purchased a Pittsburg click-stop torque wrench from Harbor Freight for $9.99 with accuracy superior to snap-on's equivalent. Furthermore, I can return it in any state with no questions asked just by bringing the remains to any harbor freight location. I can also mail it to them should I live in the boonies. Their ratchets are superb, 72 teeth per rev. and they don't bend or break! Actually they feel higher quality than any USA ratchet I have or have seen. China is a force to be reckoned with! Lazy Union workers and redneck good ole boy patriotism are to blame. Buying Chinese is sometimes the "american way" Snap-on screwed me on old nut drivers, if they aren't made any more, their "lifetime" is up.

 

[pfbz]

Sometimes we need to re-aquaint with what made freedom and the USA great.
That was free trade, competition, capitalism, competition etc.
Buying imported products is not "anti-american" because I am an American and I choose to do what is best for me.

It is nauseating to hear how everyone is so ok with getting screwed by snap-on, agreeing to "butter up" their salesman in order to get what they rightfully have coming. I recently purchased a Pittsburg click-stop torque wrench from Harbor Freight for $9.99 with accuracy superior to snap-on's equivalent. Furthermore, I can return it in any state with no questions asked just by bringing the remains to any harbor freight location. I can also mail it to them should I live in the boonies. Their ratchets are superb, 72 teeth per rev. and they don't bend or break! Actually they feel higher quality than any USA ratchet I have or have seen. China is a force to be reckoned with! Lazy Union workers and redneck good ole boy patriotism are to blame. Buying Chinese is sometimes the "american way" Snap-on screwed me on old nut drivers, if they aren't made any more, their "lifetime" is up.

That's a heck of a first post! I'm sure it will turn this thread into a flame-fest instead of one about obtaining Snap-on warranty...

And while I think there are several other inaccuracies in your post, I'll keep my reply at least semi-relevant and just mention one. All the HF's around here have changed their warranty policy. Lifetime warranty tool replacement ONLY WITH ORIGINAL RECEIPT, which makes it pretty worthless to the average consumer.

 

[Toolhorder]

Sometimes we need to re-aquaint with what made freedom and the USA great.
That was free trade, competition, capitalism, competition etc.
Buying imported products is not "anti-american" because I am an American and I choose to do what is best for me.

It is nauseating to hear how everyone is so ok with getting screwed by snap-on, agreeing to "butter up" their salesman in order to get what they rightfully have coming. I recently purchased a Pittsburg click-stop torque wrench from Harbor Freight for $9.99 with accuracy superior to snap-on's equivalent. Furthermore, I can return it in any state with no questions asked just by bringing the remains to any harbor freight location. I can also mail it to them should I live in the boonies. Their ratchets are superb, 72 teeth per rev. and they don't bend or break! Actually they feel higher quality than any USA ratchet I have or have seen. China is a force to be reckoned with! Lazy Union workers and redneck good ole boy patriotism are to blame. Buying Chinese is sometimes the "american way" Snap-on screwed me on old nut drivers, if they aren't made any more, their "lifetime" is up.

getting screwed by Snap-on?
Accuracy superior to Snap-on's?
WOW

and your whine about the nut drivers is completely unfounded. You can make a 30 second phone call and get the newest version of nut driver they make and if that doesn't work they'll let you pick a tool that's equivelent. I just recently had a bit driver screwdriver break and they don't make it anymore. Snap-on had no problem sending me a black ratcheting T handle in it's place. That's customer service. Try that at your Harbor Freight, after 14 managers look at you like your stupid you'll get shown the door.

 

[junk4dummies]

I know this post started a few years back but everyone is rigth and everyone is wrong.

Do to heart problems the past few years I have done a lot of reserch on the web on everything from suoup to nuts.

I have read more complaints about Snap-on warranty service than all the other companies put together.

It does not matter if you buy the tools used, new, at work, over the web or pick one out of the dump. If it is not broken from no abuse they say it will be replaced.

You can always tell when a socket has been use on with an impact ratchet. It spreads the corners of the socket. If I were the dealer I would never replace it.

Sears will take any tool back and give you a new one. They don't even look at it. If you have someone at a Sears store giving you a hard time they are just being a dumb @... They take it all back. They even replace the water hoses, shovels and garden tools. The contractors buy them and abuse the hell out of them then take them in to be replaced. I have picked up many an old worn out shovel etc and gotten a new one. I don't set the rules they did. It is not a good business practice but then again that is one of the reasons they coan't make any money.

I have been collecting and reselling tools for 50 years. I don't buy broken tools unless they come in a pile, box, mini storage unit or auction lot.
I have tried to get less than 6 tools replaced other than craftsman in the past 50 years. The 2 Matco ratchets were replased without question. One was so old they no longer made the parts. The other tools were Snap-on. I have a friend who owns a nice garage. I always give them to him to turn in because I am never around when the trucks come. He tried 3 different times for over 6 months each time to get broken tools replaced. It was not until he bought an expensive tester that he could get them replaced.
Snap-on warranty means nothing. I have friends who have garages in MI, Indiana and California. They all have the same problem with Snap-on

One of the tools I had replace was a 40" long 1/4" speed wrench. The berrings in the handle were bad and it would not turn. There was no abuse to the tool anywhere. The working end was perfect the shaft streight and not a scratch on the handle. 7 months later I got my replacement.

Snap-on is so over price that one should have their common sense examined for enven thinking of buying form them.

At half price they are not wroth the price. I have a few hundred Snap-on tools but I have never paid over 20 cents o the dollar for them. The Snap-on used tools are bring twice they were 8 years ago. Everthing else in the world has gown down in value but those who must have a name brand are going nuts. All of mine are up fo rsale. I will take the money and laugh all the way to the bank.

If you are starting out buy those crappy Chraftsman sets. You can buy 2 sets for what you woud pay in taxes on the truck tools. You can turn them in and get a new one with no ****. You can put the savings in your retirement account. Snap-on tool boxes have made in China stickers when you take the drawers out. Thier machinst tools are not top quality but yet they charge top prices. Every Snap-on dealer I have known has been in the poor house.

I do think SO's fit and finish are a cut above most but they are not worth the money. Thier warranty *****. By law they need to replace broken tools and not argue about it. Not abused tools. There is a difference. It does not matter where you get them. The first owner could have turned them in. Sometimes the first owner dies or looses them in a divorce etc. That has nothing to to with the company honoring thier warranty. Buyer be ware, A live time warranty by law is ony 7 years in California.

The argument that it is easy to buy and get a replacement because the truck comes to the shop is pure BS. With the internet you can buy and have anything shipped before you can enven locate your local tool truck. You can buy it cheaper on the web. To be honest, the things that break we usualy have a nother drive size that will do the job.

The lack of plannig is the problem. Even those who have been turning a wrench for 50 years sometimes need a tool they don't have. I understand all that.

The bottom line is if you can't pay cash for it don't buy it. Owing money to the tool truck man is like owing your soul to the devil. It is like paying someone to wipe your bum because you are too lazy to shop for tools after hours. Just stop drinking, smoking, going out to eat and cut out all the wasteful things you spend money on and buy your dang tools.

I really don't get it. I hate Craftsman power tools and machines. They are pure **** but thier hand tools built my empire. Most mechanics have spent more on thier tools than I did my first house.

I read the post here about how nice it feels in the hand, the grip the color and it goes on and on. What a bunch of candy *** hoopla. Buck it up buco. Like I have posted before. When I am rebuilding a tractor engine or repairng my boat engine I am so bussy working that I never notice how the tool feels in my hand. If you are worried about how the tool feels you are working to slow. I don't know how some people can work in a dirty garage but the mentality of those who have an operating clean look crack me up.

The bottom line is that if you need to buy something form any turck to get a replacement then that is a shake down. That is BS and I would never give you them time of day. If a company doesn not replace tools that broke they need to be reported but in the end it will not do any good. The only thing you can do is not buy thier product. Actions speek louder than words.

Snap-on is not on the free market. It is like a little communiest controled county. They set the going rate not the free market. Anything that is not on the free market is not worth the price. I don't care if it is fine art, antiques or tools. That is why the secondary marke sets the price. Then there are those who drive that market up becasue they are tool snobs and just got to have that name brand. That drives the price up over the true value. Just like in Name brand closths and fancy cars. There is not a car made that will not get you there and back.

If you need tools stop getting married and spending money on your girlfriends. LOL There is no such thing as falure. One fails because they fail to plan.

By the way your tool box is not apart of your retirement plan. Don't count on selling it to help pay for your retirement. By then it is too late to save for your retirement.

Pox on tool tucks. LOL

I offered up a Craftsman H series socket for free with free shiping becasue the person who was looking for them was interested in what I had. He did not read my post to him about the price. I re-sent the prices and did not even get a response declining my offer. I was not out of line becasue I sell them all the time for the the price I quoted. I got such a nice response form my funny post that I am sending 9 Craftsman H series sockets and breaker bar (FREE with FREE Shipping) to him today. I don't need the money because I did not waste it being a snob. LOL I would rather give them to a good home than offer them up to the junk buyers again.

I still have my penny jar I started when I was 5 years old. The pennies are still in it. I am retired and I do not get one retirement check or SSI check. I did it because I saved and made due with what I had. Now I can spend like crazy and buy anything I want. It is like buying a new car. I have never owned one. I can write a check and buy any car made but it would be like cutting my soul out. Waste not want not, spend not.

If you are going to work buy the hour for a living you must learn to save and cut out the waste. You work to damn hard to give your money away on over priced items.

 

[ianguilly]

My SO guy is awesome, he replaces just about anything I break and i just bring more stuff a week later. Two of the main reasons I only buy from snap on really is because they are the only tool truck that comes by my shop each consistent week (which makes buying and paying off tools easy). The second reason is because I want them to warranty my tools when i buy them. I have to buy something each week as to keep my guy around.

 

[Gregster]

My SO guy is awesome, he replaces just about anything I break and i just bring more stuff a week later. Two of the main reasons I only buy from snap on really is because they are the only tool truck that comes by my shop each consistent week (which makes buying and paying off tools easy). The second reason is because I want them to warranty my tools when i buy them. I have to buy something each week as to keep my guy around.

Funny this thread gets bumped today.. My SO guy and I were having a talk about warranty claims today. First off I've never had an issue warranting tools with my SO guy, he's never given me a hassle when it comes to anything really. He told me that even if the tool has been abused he will warranty it for clients because after all he wants to keep business. I brought up the subject of random people having stuff claimed. He said he didn't mind because he represents Snap-On through his truck so he honours the warranty, he did say that he wouldn't go out of the way to make a claim but if the person was along the way he would stop in. All the "broken" tools get sent back and his account is credited at the end of the month. My boss was warranting some old handle SO screwdrivers that were cracked etc.. He bought these years ago, My SO guy was more then happy to replace the entire screw driver.

I asked what happened to the broken tools, he said they just get checked for item numbers and tossed. Unless it's a really expensive item then there could be an issue but for 99% of the items they get tossed. He said to call the local SO district manager to complain if a driver refused warranty service. The actually check in these incidents and give the franchisee a call.

SO is the only truck that passes in my area and my credit is in very good standing with my SO guy. He's given me great service and I am starting a new job and one of the factors in the job was making sure his route was in that area. I have a good relationship with him, at Xmas I gave him a bottle of wine for having great service.

What drives me nuts on this forum and one of the reasons why I stopped posting for a couple of years is that people around here love to buy beat up old tools that are past there designed service life at yardsales etc then trade them in on warranty. To me IMO that's being a cheese ball or simply a cheapo. The warranty is there for people who actually need to use it, it's not there to take advantage of. Sure it's open to many interpretations but common sense should be used. Many make it sound that SO doesn't read this site but I am certain that they do. Then these same people rant that everything moved off-shore.


PS: Nice 1st gen in the avatar pic

 

[chappys4life]

Not to add fuel to the fire but I bought the mini pick set off a snap on guy when I used to hang out at my buddies motorcycle shop since then the shop has closed and I have no contact with the snap on guy. When one of the awls broke I tried to warranty it through snap on and as I lost my receipt they said they could do nothing....Ended up buying a new pick to complete the set from their site and will surly keep the receipt but it was a pain. I now avoid snap on tools as the hassle from buying from them became too much. I am a weekend guy so I have no dealer and it would be a pain to find one as I buy infrequently back to craftsman/gearwrench mostly for me and occasional truck stuff as my tools thin out.

 

[bissonj]

Wow, I've never had a problem with Snap On's warranty. When I worked as a mechanic, I had an old set of 3/8 deep sockets I bought at a flea market, used them as beaters and loaners half of them were rusty and chrome missing. The Snap On guy saw them sitting on my box one day grab them said I'll be right back and handed me a new set didn't even ask him to. I just posted in show me your toolbox, I picked up a KR 637/657 top and bottom just last week for 300. Some of the slides were bad called Snap On CS. They said serial number please, I gave them to the CS rep, she says how many do you need or do you want to replace them all. I just asked for the 6 that were broken or really bad. She said no problem if you need the other later just call you'll have your slides in 7-10 days. Asked you need the old ones back "no just throw them out when you get the new ones". I feel for the guys that have had problems with Snap On, but they have always been very fair with me. Thats just my experience with them though. I've always bought Snap On, Mac, Matco, or Craftsman just because of the warranty.

 

[Flathead Johnny]

so i need to have a ratchet either repaired or replaced and after reading this thread I decided I would just mail it in. I just checked out the warranty and they 1) want proof of purchase 2) where you bought it, (do i say corner of street?). The wrench was purchased in the late 60s or early seventies how the heck is someone to keep proof of purchase for 40 years. Has anyone sent in a tool recently? Is this a new change and is this information really necessary?

 

[Flathead Johnny]

2. Personal Use Warranties for Products. 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]. During the applicable duration of the applicable personal use warranty, at its option, Snap-on will repair or replace its Products which fail to meet the personal use warranty standards, or provide a refund by repaying or crediting Customer with an amount equal to the purchase price of such Products. Repair, replacement or refund shall be at the election and expense of Snap-on, and is Customer's exclusive remedy in place of all other rights and remedies. To obtain warranty service contact the Snap-on Customer Care Center via telephone at 1-877-762-7664 or e-mail [email protected]. The following information will be required with the customer’s warranty request: (1) date and proof of purchase, (2) where customer purchased the product, (3) full name, (4) shipping address, (5) phone number, (6) e-mail address, (7) item number(s) or approximate weight of return package. Warranty requests that do not include all of the required information will not be processed. Once the warranty request is validated, the customer will be provided an RGA number and will be sent a shipping label either electronically thru e-mail or thru the U.S. mail, and must ship the product to Snap-on. Upon receipt of the product, the warranty claim will be reviewed and the product will be inspected. If the warranty request is found to be valid, the product will be repaired and returned to the customer or a replacement product or refund will be shipped to the customer. If the warranty claims is found to be invalid, the original product will be returned to the customer. By repairing or replacing a Product, or providing a refund, Snap-on does not waive a claim that a Product nevertheless has been subject to abnormal use. You can obtain further information regarding the personal use warranty by writing: Snap-on Tools Company LLC, Consumer Warranty Information Center, 2801 – 80th Street, Kenosha, Wisconsin 53143. This address cannot be used to obtain warranty service. Any product mailed to this address will be returned.

 

[signcrafter]

so i need to have a ratchet either repaired or replaced and after reading this thread I decided I would just mail it in. I just checked out the warranty and they 1) want proof of purchase 2) where you bought it, (do i say corner of street?). The wrench was purchased in the late 60s or early seventies how the heck is someone to keep proof of purchase for 40 years. Has anyone sent in a tool recently? Is this a new change and is this information really necessary?

Go to snap ons website and find the customer service tab. Send customer service an email stating your ratchet is broke. They will send you a reply asking for part number, name, address, phone, email, etc. They will then tell you what you need to do. If they want you to send it in they will provide you with a pre paid UPS sticker to send it in.

I have not heard of anyone ever being denied a warranty for not having proof of purchase. Yes there are a few on this board that have said they were denied but I would like to hear the full story. From personal experience and also from many others snap on takes care of their customers.

Your options will probably be to get a new ratchet or a rebuilt kit. If you get the rebuild kit ask for a tool that snap on sells. I forgot the part number but it's just a piece of spring steel that helps hold the ball bearing and spring in while you put the gears in. Makes rebuilding ratchets easy. Even if you have to order it seperate it's only a dollar and snap on has free shipping.

 

[purplezr2]

Wow, I've never had a problem with Snap On's warranty. When I worked as a mechanic, I had an old set of 3/8 deep sockets I bought at a flea market, used them as beaters and loaners half of them were rusty and chrome missing. The Snap On guy saw them sitting on my box one day grab them said I'll be right back and handed me a new set didn't even ask him to. I just posted in show me your toolbox, I picked up a KR 637/657 top and bottom just last week for 300. Some of the slides were bad called Snap On CS. They said serial number please, I gave them to the CS rep, she says how many do you need or do you want to replace them all. I just asked for the 6 that were broken or really bad. She said no problem if you need the other later just call you'll have your slides in 7-10 days. Asked you need the old ones back "no just throw them out when you get the new ones". I feel for the guys that have had problems with Snap On, but they have always been very fair with me. Thats just my experience with them though. I've always bought Snap On, Mac, Matco, or Craftsman just because of the warranty.

Sums up my experince with customer service. The ladies that answer the phone are super nice.

 

[wafrederick]

I have handed the Snap On dealer down the road in my area a couple ratchets that needed fixed,I told him that I bought them on Ebay and he fixed them under warranty.He told me to call wore out tools broken.I have a couple screwdrivers with bad tips that he is going to replace the shanks.Snap On dealer that lives in Whitehall,Mi pissed off a new customer of his.This new customer was told to hand over reciepts for every tool he purchased.This customer came from a shop in Muskegon,Mi to work at a Betten's used car lot fixing their used cars in Twin Lake,Mi.This guy was not too happy about it at all.

 

[c8user]

I never have to hunt for a Snap On truck just drop my craftman stuff at Sears. I do have some Snap On stuff and haven't seen a truck in over a year. Customer service *****.

 

[50ate]

I know this is old but here's my two pennies... I have a good healthly collection of good truck tools.. More Cornwell then snap on or Matco I have very few Mac.. My box and Cart are Matco ok to the point.. I own a VW restoration shop, the Cornwell guy that comes is awesome love the guy to death that's why we spend $ with him.. He gives us b day presents, guys rad, so needless to say getting tools replaced is no hastle at all.. The Matco and Mac guys are pretty easy to deal with but more or less by the book maybe a little more on our side ya know, when it comes to getting broken **** fixed its usually not an issue but worn or say? Flaking chrome off a ratchet that still works fine, ain't gonna happen.. The snap on guy tho is in my opinion like 80% of snap on guys iv met a **** and thinks that he is carting around the crown jewels or something on his truck..he's out of his mind with pricing and I wouldn't even dare ask about replacement tools.. I think snap on is good stuff but your gonna have to work at it to prove to me that there stuff is Any better than the same equiv tool off Matco or Cornwell truck... So to the point of this is like I said I have a few snap on tools.. I have a 3/8 stubby ratchet that works perfect just has flaking chrome and I have a 72 tooth 1/4 in ratchet that the selector is ****** and some other odds n ends.. In email snap on and write a nice short email and the next day or day after they respond and tell me that they are sending me the replacement tools out at no charge.. And that i don't have to send the old ones back.. I don't have an account with snap on and iv never had credit with them.. So it's not cause i spend a boat load with them cause I don't and its always cash. So I don't even try to mess with Theiddle man who is a franchise and makes his own decisions.. I just email the company and they have never said no and they have never asked any questions and I have done this numerous times.. Probably totaling at least 1,500-2,000$ in tools..

 

[NedNorton]

In 20+ years, multiple states, as well as multiple dealers, I've never had a problem getting a tool replaced. Ever. I have never been asked for a receipt or questioned where I purchased it from. With that in mind, it makes me wonder why some folks are having a hard time getting service? Is there something in the story that we aren't hearing?

 

[redwrench60]

Is there something in the story that we aren't hearing?

Yes. People can be very unreasonable, weather they are techs or tool dealers..........

 

[NedNorton]

Thanks for saying it. Something tells me the warranty issues are coming from both sides.

 

[sensei_]

Depends on the dealer. In my area there are two guys who handle snap on. i called one up, he gave me excuse after excuse. being from not in the area, busy stocking the truck, promised to call me back but didnt, etc.

i went to the #2 guy, he told me where to meet him, swapped it out on the spot without even looking. had a fiddle with some of the stuff and sad to say, i was sold. guess ill be buying stuff from SO from now on.

 

[Farma11]

I had a ratchet that only needed new guts and he took it with him weeks ago. Havent seen him or my ratchet since.

 

[Trey T]

"Truck tools" marketing and servicing schemes are geared toward shops most of the time, more like 99.99% of the time. Tool truck owners have incentive to warranty the tools to mechanics w/ shops because they know that if he treats his customers well, they will come back. For homeowners, there's no incentive for them to warranty the tools because the revenue from homeowner is so little.

 

[monomach]

"Truck tools" marketing and servicing schemes are geared toward shops most of the time, more like 99.99% of the time. Tool truck owners have incentive to warranty the tools to mechanics w/ shops because they know that if he treats his customers well, they will come back. For homeowners, there's no incentive for them to warranty the tools because the revenue from homeowner is so little.

There are drivers that *** guys in shops on warranties, too. I worked in a Ford shop, had a good dealer, spent a little money, but not a ton, always paid in full at time of purchase. That guy took care of me. I got a new job at a VW shop in a different driver's area. Hadn't spent any money with him yet, but I got on the truck in my uniform at work, introduced myself and told him I was one of his new customers...and he refused the two warranties I had.

I called my old driver and met him at my old dealership, got my warranties, sold almost all of my Snappy tools, and haven't once considered buying a new Snap-On tool since.

So, yeah. Basically, there are crappy drivers out there who will hold your warranty hostage if they haven't already filled their pockets with your money. I don't think I've broken even a dozen quality tools in my life, but if I pay for that warranty, there had better be consistent service personnel ready to apply it.

Never had any trouble from Sears, Harbor Freight, Lowe's, or the Mac Driver (though I suspect this will vary from dealer-to-dealer, just like Snap-On).