Snap-On.... Why Not???

[bcradio]

Not sure if this has been discussed any on here, but I wanted to bring up this point:

-Why doesn't Snap-On have the option to post tool reviews on their website?
-Do they think it might hurt their reputation getting bad reviews?
-Might hurt sales?
-Does it actually help them vs other tool companies (ie. Cman has been declining in hand tool sales where Snappy has been doing quite well)?
-Should other companies follow Snap-On's lead and not do reviews or should Snap-On look at implementing reviews on their page?

I know other companies (esp. tool truck brands) do not have reviews for their tools online (I am talking formal reviews on their site not 3rd party like here), but their websites are not as well established as Snap-On's.

Please chime in an tell me what you think they should do!!

 

[balane]

Off hand I can't think of any manufacturers who allow their products to be reviewed by customers on their official site. Sure, this happens on reseller web sites but not on manufacturer web sites. Why would you single out Snap On for this question?

Reviews require labor. The software needs to be either created or purchased and then installed & maintained. Then you need to have it moderated to keep things legal and family clean. Sounds like a pain in the **** to me. Leave that **** off Snap On's web site in my opinion. I can figure out if I want a tool or not easily enough.

 

[billymade]

One of the truck brands; matco has "reviews" on their website... go figure.

 

[Davefr]

Two theories:

1. SO's primary focus is direct dealer sales vs. an online consumer website.
2. SO is already regarded as "best of class". They would really have nothing to gain and a lot to loose by allowing reviews. (most of which would just degrade into bitching about price)

 

[franzdom]

First off let me say their website though not perfect is MILES ahead of Sears/Craftsman which you would think would not be that easy of a task.

 

[bcradio]

Off hand I can't think of any manufacturers who allow their products to be reviewed by customers on their official site. Sure, this happens on reseller web sites but not on manufacturer web sites. Why would you single out Snap On for this question?

Reviews require labor. The software needs to be either created or purchased and then installed & maintained. Then you need to have it moderated to keep things legal and family clean. Sounds like a pain in the **** to me. Leave that **** off Snap On's web site in my opinion. I can figure out if I want a tool or not easily enough.

Some good points here, but you forgot to mention that Snap-On plays many roles. They are a manufacturer true, but also play the role of retailer and they also have other manufacturers make tools for them.

It would take some work to implement, but somebody has to be currently maintaining that site. In reality there is no reason not to have reviews on their website other than just a business decision they made not to. Sears does it for their Cman tools... may or may not be good for sales?

 

[bcradio]

Two theories:
2. SO is already regarded as "best of class". They would really have nothing to gain and a lot to loose by allowing reviews. (most of which would just degrade into bitching about price)

IMHO I think you hit the nail on the head here... they are regarded as top notch and if all kinds of people start spouting off their problems about Snap-On, their sales could fall. I heard somewhere that people are 10 times more likely to write a bad review vs a good one. Not sure if its true or not.

 

[balane]

Value would be the only complaint, and it would be a commonly reoccurring one. Are there any Snap On tools which don't do their job well? (I'm not talking about the cheap **** that you can buy in Costco.) IMO the only function tool reviews on their site would offer is a place for people to complain about cost. That is a valid concern but we all know it already. I just don't see reviews for Snap On tools being very helpful, at least to me.

 

[bcradio]

I think cost would be a complaint, but there have been a number of people on here complain about getting Snap-On products that were sub-par. Every company will have some issues at some point.

What you forget to mention is the many mechanics only use tool truck tools, so that is all they may be reviewing and comparing to snap-on. They may review a snap-on screwdriver set and say that it isn't as good as a Mac set because of so and so.

 

[franzdom]

I think at a certain price below retail SO is generally the best. I think truck prices are hard to justify if you don't need truck service which is perhaps the biggest hurdle they face to growth at this point.

 

[Heavy Metal Doctor]

Two theories:

1. SO's primary focus is direct dealer sales vs. an online consumer website.
2. SO is already regarded as "best of class". They would really have nothing to gain and a lot to loose by allowing reviews. (most of which would just degrade into bitching about price)

....and I'd add that they may feel their customer base is too busy using their tools all day long to spend off time writing reviews....Ill admit, I'm a fan / enjoy my SO and love to b.s. with the gang so will happily give my ideas if someone ASKS...but I'm no writer.....

 

[toolmaker1]

Re: Auto Shipping, Auto Transport, Instant Auto Transport Quote,

Don't spam! Period!

If you're a shipping company then shouldn't you be driving a truck right now instead of spamming? Better get to work!

Just a suggestion, but please don't quote the spam post, now it is deleted but lives on forever in your quote. I hate to see these spammers getting free press.

 

[volunteers]

Maybe Snap-on has no confidence with their tools. All the reviews will be 1-2 stars.
Without review allowed, people think snap-on is still that old snap-on

 

[Roots]

Honestly, what value would reviews provide? Snap-On's target audience are professional tool users and buyers who should already have an idea and they have a professional sales force to educate professionals on their products. It's not Amazon, where you may have never heard of the company or product before.

 

[bcradio]

Re: Auto Shipping, Auto Transport, Instant Auto Transport Quote,

Just a suggestion, but please don't quote the spam post, now it is deleted but lives on forever in your quote. I hate to see these spammers getting free press.

deleted mine too... glad to see spam is getting removed

 

[bcradio]

Honestly, what value would reviews provide? Snap-On's target audience are professional tool users and buyers who should already have an idea and they have a professional sales force to educate professionals on their products. It's not Amazon, where you may have never heard of the company or product before.

It would provide value in specifics... what do I mean?

Well I agree that most people already know that Snap-On is a good quality tool maker overall, but every company that sells products has some that are not that good also. Take a thread here a not too long ago about Snappy's hex bit sockets. The guy ruined 3 or 4 of them in no time. Well of course everybody chimes in and says duh you should have gotten the gold bits they are way better.

Long story short... reviews might have prevented this unnecessary purchase. It seems the only reviews Snap-On has currently are word of mouth/trial & error/sites like this.

 

[smothers33]

Off hand I can't think of any manufacturers who allow their products to be reviewed by customers on their official site. Sure, this happens on reseller web sites but not on manufacturer web sites. Why would you single out Snap On for this question?

Reviews require labor. The software needs to be either created or purchased and then installed & maintained. Then you need to have it moderated to keep things legal and family clean. Sounds like a pain in the **** to me. Leave that **** off Snap On's web site in my opinion. I can figure out if I want a tool or not easily enough.

craftsman does but I do agree it probably hurts them. I've been persuaded to by tools from looking at the reviews from their website but have also been scared off of plenty purchases as well. I have wondered why snapon doesn't though and its always bothered me. If the are so great why not let people submit reviews saying how great they are

 

[crewchief888]

just a thought, but

maybe a "professional" doesnt care what joe consumer has to say.....

personally i dont read tool reviews, i make my own choices, and live with those choices.

i must be doing something right, havent had any disappointments that i can recall....



edit:

i am kinda disappointed in my SO 1/2"dr split beam torque wrench.

only had it for 20 years or so, and torqued more bolts than i could possibly count.
yesterday i was finishing up the last of the approx 400 wheel studs ive replaced in the past 5 days, and the ratchet head stripped.

 

[jjjrmx5]

Long story short... reviews might have prevented this unnecessary purchase. It seems the only reviews Snap-On has currently are word of mouth/trial & error/sites like this.

And in the same ilk, a review by someone that is ill informed, uncapable to fully understand what a tool is supposed to do and perform and review accordingly or poor reviews by the competition can all weigh heavily and, unfortunately, yeild less than honest results. Thus a poor business decision in the end.

Snap-On has a return policy as well as a satisfaction and warranty process to conver the small % of unhappy customers. Much like other things in life, I bet S-O purchasers do a lot of research and are well informed.

The accolades of a good product scream from both independent reviewers online as well as word of mouth as well as just plain old use experience.

This kind of reminds me of someone trying to set up a review site for McDonald's restaurants. 95% of the time you know what you are buying or can take great faith in what you are purchasing is true to the business model and the applied quality levels. So seriously, is something like that REALLY needed. NO. Too many corp. stop-gaps to ensure what you buy anywhere meets the corp. std.
Period.

There's always a few glitches or oddball products that don't deliver, sure. but all in all it's a reputable product of a know quality.

I don't need bored housewives, weekend warriors or underfunded whiners to comment on some open Snap-On tool review program on thier site.

It's the difference between BTB sales and selling retail to the public.

This is what GJ is for in my opinion.

 

[bestatv]

When you are top dog,you don't care what others think,just as long as you are perceived to be top dog.If that makes any sense.

 

[crewchief888]

And in the same ilk, a review by someone that is ill informed, uncapable to fully understand

Snap-On has a return policy as well as a satisfaction and warranty process to conver the small % of unhappy customers. Much like other things in life, I bet S-O purchasers do a lot of research and are well informed.

word of mouth as well as just plain old use experience.

There's always a few glitches or oddball products that don't deliver, sure. but all in all it's a reputable product of a know quality.

I don't need bored housewives, weekend warriors or underfunded whiners to comment on some open Snap-On tool review program on thier site.

It's the difference between BTB sales and selling retail to the public.

This is what GJ is for in my opinion.

very well said.

i've never regretted buying, and paying list price for the tools i wanted, or needed to make my job easier.

word of mouth and observation has played a major part in what brand or type of tool i decide to buy, whether it was a truck brand, or HF.

 

[gbh]

Maybe it's because a happy customer might tell someone whereas an unhappy customer WILL tell EVERYONE.

 

[bcradio]

Great discussion here everyone... I'm trying to get people to think outside of the box here. 'Hand tools' are not the only tools utilized by professionals though... Take photography for example... Canon and nikon are pretty much the two top dogs for most photographers currently. Those are both reviewed to the hilt by pro shooters and amature shooters alike.


Would tool reviews perhaps help snap on improve their products?

Sorry but my job is to play devils advocate here

 

[wreckerman5357]

Snap-On does not need reviews on their site. They don't make **** and the people buying the stuff know that. If you buy from Snap-On you know that you are getting top-notch tools. I have never bought anything from them wondering if its going to be any good. When I buy tools on the truck I know I am geting some of the best tools on the planet.

 

[jjjrmx5]

Take photography for example... Canon and nikon are pretty much the two top dogs for most photographers currently. Those are both reviewed to the hilt by pro shooters and amature shooters alike.

But again, those are THIRD-PARTY reviews done by professionals on a non-corporate website.

If those two companies (and I do own both Nikon and Cannon cameras BTW) solicite reviews, it is usually a pro doing a "confirmation of quality" pitch or a third party revered reviewer or science based lab doing head to head real world comparisons.

Would tool reviews perhaps help snap on improve their products?

Sorry but my job is to play devils advocate here

Various industries use various tools differently. No way to do apples-to-apples ,especially by John Q. Public. That's why you do not see a lot of general public tool articles and reviews.

Bad quality tools get the word spread about them fast. Work on a job site, for a boss that hates down time,or a mfgr facility or any type of mfgr. maintainence. It's ugly and often brutal re: tool complaints and failures.

If I need to know good tools for auto repair, I have and use half a dozen local shops i can call or stop into for an opinion depending upon what I need.
While the interwebz can be good tool for research, it is also full of so-called users or those with opinions with very little real-world experience.

Keyboard warriors often hold little creedo in my world against the local repair guys with grease under thier finger nails or those who actually work in mfgr or manage high volume tool cribs using Snap-On tools daily and in an industrial manner.

I've seldom see a tool from Snap-On that did not warrant its price if backed by the service and warranty a good route driver provides .

When you provide among the best tools in the world, why would you need the opinion or confirmation of those outside of the 95% or your new tool core buying market. They already know it's good and buy frequently and quietly.

That's the difference between professionals and hobbyists/infrequent users. Pros seldom complain about price and know who to ask when looking for a good tool or tool referral. There's cetainly no need for an "Angie's List" type of vetting with real world Snap-On buyers or products in my world .
YMMV of course.

 

[e30bradley]

I don't want to see review from them.. Because I expect everything from SO to be excellent in every way shape and form.

 

[OEXL16B]

Not sure if this has been discussed any on here, but I wanted to bring up this point:

-Why doesn't Snap-On have the option to post tool reviews on their website?

The kind of people that would post a tool review on a manufacturer's website shouldn't be posting tool reviews.

 

[bcradio]

The kind of people that would post a tool review on a manufacturer's website shouldn't be posting tool reviews.

If that's your opinion on the matter, then the solution is so simple its not even funny. Don't click on the link to read the reviews.

It seems most people on here seem to be posting based on the fact that they don't agree with what reviews actually say. Can we get some people to post possible business reasons (or other reasons) why Snap-On doesn't have reviews for its product on the site?

 

[bcradio]

But again, those are THIRD-PARTY reviews done by professionals on a non-corporate website.

If those two companies (and I do own both Nikon and Cannon cameras BTW) solicite reviews, it is usually a pro doing a "confirmation of quality" pitch or a third party revered reviewer or science based lab doing head to head real world comparisons.

You do realize that Snap-On doesn't have the option to have reviews on 3rd party sites don't you? They only sell on their website and the truck (at least the full selection of new tools). This means if they were to have reviews at all, then they'd need to be on their site.

YMMV of course.

This is the key here. I'm not asking if the reviews are good or not. Just wondering why Snap-On doesn't have reviews on their site. If you think its a bunch of amateurs posting reviews, then don't read them.

 

[bcradio]

just a thought, but

maybe a "professional" doesnt care what joe consumer has to say.....

personally i dont read tool reviews, i make my own choices, and live with those choices.

i must be doing something right, havent had any disappointments that i can recall....

very well said.

i've never regretted buying, and paying list price for the tools i wanted, or needed to make my job easier.

word of mouth and observation has played a major part in what brand or type of tool i decide to buy, whether it was a truck brand, or HF.

Simple solution for you also: Then don't read the reviews.

 

[NC-Fordguy]

If that's your opinion on the matter, then the solution is so simple its not even funny. Don't click on the link to read the reviews.

It seems most people on here seem to be posting based on the fact that they don't agree with what reviews actually say. Can we get some people to post possible business reasons (or other reasons) why Snap-On doesn't have reviews for its product on the site?

The reason I can come up with is the added costs for maintaining this feature of the web site.