Returning tools to snap-on

[t4runner]

I am totally disgusted with Snap-On. I have been trying to return several broken sockets. I call them and they sent me the e-mail address of several local truck guys. I e-mailed them and have not gotten any reply I figured a week was a fair amount of time to wait. I call Snap-on again and was told I needed a return authorization number to return the items to them directly, they put me on hold until I was disconnected this happen about 5 times in as many days. After the first time I was disconnected I explained what happened and they said how sorry they were and for me to hold on and they would get me the needed number after 10-15 mins I was disconnected. This happened each time I called. Sorry for the rant but that is no way to do business.

 

[Roland-5.0]

I'll buy the socket set from you?

 

[nato]

Not that you may have tried this already, but did you call their office to get a regional list of potential accessable dealers to possibly see if it would be easier for you to try to contact them and meet up within their route instead of deal with their ******** like this?
I don't blame you for being angry with them.
I've had my fair share of TechCredit run-arounds in the past

 

[davesnothere]

Why not just call them and tell them exactly what you need to warranty? That's what I've done in the past and they just sent out replacements.

 

[t4runner]

Thats what I did and they said I need a return authorization number to return any items for exchange. But Ill keep at it. Ill also try to get the info Nato suggested.

 

[IMStuner]

I just processed a return this week. I called (877) 762-7664 option 1 I think. I told them I don't work at a shop and truck guy I can go to. She filled out a warranty ticket and have me the warranty number. The customer service rep. Said I might need to return some items and If I did they would email me a return shipping label. It's pretty easy, I think you spoke to the wrong rep. Try again on Monday.

 

[Buckgnarly]

What and how many exactly are you trying to return OP?

 

[sensei_]

Beware some of the franchise owners do this as well. But on the other hand some are awesome. I had one changed out of warranty because of flaking chrome and i didnt even buy it from him

 

[chadster1]

I am totally disgusted with Snap-On. I have been trying to return several broken sockets. I call them and they sent me the e-mail address of several local truck guys. I e-mailed them and have not gotten any reply I figured a week was a fair amount of time to wait. I call Snap-on again and was told I needed a return authorization number to return the items to them directly, they put me on hold until I was disconnected this happen about 5 times in as many days. After the first time I was disconnected I explained what happened and they said how sorry they were and for me to hold on and they would get me the needed number after 10-15 mins I was disconnected. This happened each time I called. Sorry for the rant but that is no way to do business.

I call ******** on this post. Snap-on does not give out email addresses of their dealers.

 

[NissanTechWill]

I call ******** on this post. Snap-on does not give out email addresses of their dealers.

Agreed. Also, I have never had anything but positive experiences with SO customer service.

-Will

 

[Mugen AP1]

Agreed. Also, I have never had anything but positive experiences with SO customer service.

-Will

+1. It's ALWAYS positive.

 

[carterbeauford]

Agreed. Also, I have never had anything but positive experiences with SO customer service.

they are usually good, the only bad experience was when I returned a new defective tool and they mailed it back to me because it was missing their "packaging material" which was a plastic bag. took some fighting with them, they eventually gave it to me for free.

 

[crewchief888]

I call ******** on this post. Snap-on does not give out email addresses of their dealers.

good call chadster

all i've ever done is send an email, within a couple daysi recieve a confirmation email that my claim is being processed, usually within a week i have my replacement tool

no RGA #,
no returning the broken tools
no runs,
no hits,
nobody left
no sniveling

 

[purplezr2]

Never had an issue with just calling in to order or to warranty stuff. They will give you the number of your local dealer if you mention that you would like to meet him.

 

[carterbeauford]

I call ******** on this post.

do you sell to GJ members? I don't want to deal with the local truck and don't want to pay full internet price either...

 

[purplezr2]

do you sell to GJ members? I don't want to deal with the local truck and don't want to pay full internet price either...

Can't would be against the territory policies

 

[mdkingsley]

The only time my S.O. guy won't warranty something for a non route type customer is it they get on the truck and are a ****. Try a route truck and just ask, surely you see them around town.

 

[t4runner]

Im sorry you feel like its bull. But do you really think a businesses e-mail address is secret info. But I would not want to disparaged your snap-on god., and let me ask you did you ever try to get dealer info from a Snap -on rep off their site?

 

[bcradio]

off-topic, but I think it'd be pretty cool to have and @snapon.com email address. And yes I know I can get a job there to get one, but I just want the email.

 

[t4runner]

Please understand I am not saying they wont replace or repair an item Im just having a hard time either finding a dealer or working through their web site. Its like a cop you can never find one when you need them. I keep the broken stuff in my car Im sure Ill run into one someday.

 

[chadster1]

Im sorry you feel like its bull. But do you really think a businesses e-mail address is secret info. But I would not want to disparaged your snap-on god., and let me ask you did you ever try to get dealer info from a Snap -on rep off their site?

I didn't say that the email addresses are a secret. I said that the customer service people don't give out dealer email addresses. They are more likely to give out a phone number if you are wanting contact info for a local dealer.

The last time I looked, there is an online form that you can fill out if you want a local dealer to contact you. That form gets sent to a local dealer based on your zip code.

If I am needing to contact a dealer in a certain area, I have access to other methods to finding out who that dealer is that aren't available on the public section of www.snapon.com

 

[gbh]

The only time my S.O. guy won't warranty something for a non route type customer is it they get on the truck and are a ****. Try a route truck and just ask, surely you see them around town.

So, before I buy Snap on tools I have to consider whether I might pass their "****" test when a tool made by them fails?
I thought that quality tool manufacturers would be more concerned with the quality of their product than the attitude of a customer.

 

[kapster]

I don't quite understand either, snap on customer service is awesome. After bulldawg tools on here screwed me on a few sockets and they took all his stuff back, they were more then happy to help. They even threw in there if I ever have anymore warranty items just let them know. I'm not sure what your trying to do, like the others said tell them your not in a shop where a snap on truck stops and you NEED to get your sockets replaced. Where are you supposed to get a return number? They should be giving you one.

 

[NC-Fordguy]

I am totally disgusted with Snap-On. I have been trying to return several broken sockets. I call them and they sent me the e-mail address of several local truck guys. I e-mailed them and have not gotten any reply I figured a week was a fair amount of time to wait. I call Snap-on again and was told I needed a return authorization number to return the items to them directly, they put me on hold until I was disconnected this happen about 5 times in as many days. After the first time I was disconnected I explained what happened and they said how sorry they were and for me to hold on and they would get me the needed number after 10-15 mins I was disconnected. This happened each time I called. Sorry for the rant but that is no way to do business.

I'm surprised they gave you an e-mail address. I once filled out the on-line find a dealer thing and was informed there were no dealers in my area?? There's 3 or 4 dealers around here and I eventually ran across one by chance in a parking lot

 

[Roland-5.0]

Seriously tho I'll buy the set from you with the broken ones

 

[sdguy55]

So, before I buy Snap on tools I have to consider whether I might pass their "****" test when a tool made by them fails?
I thought that quality tool manufacturers would be more concerned with the quality of their product than the attitude of a customer.

Sorry but if you come into any business acting like a **** you aren't gonna get treated as well.

Sent from my HTC One X using Tapatalk 2

 

[gbh]

Sorry but if you come into any business acting like a **** you aren't gonna get treated as well.

Sent from my HTC One X using Tapatalk 2

Not honoring a guarantee sounds like dickish behaviour to me. I wonder exactly what the Snap on guy classes as behaving like a ****.

 

[NissanTechWill]

My SO dealer is so cool he even warranties "consumables" such as tap and dies and drill bits.

-Will

 

[Fast LT1]

Taps, dies, drill bits, air hammer bits are all life time warranty

 

[robe5000]

Not honoring a guarantee sounds like dickish behaviour to me. I wonder exactly what the Snap on guy classes as behaving like a ****.

SNAP-ON, arguably the most epic name in tools ever.....one of the most expensive tool makers in the world, when i buy snap on i expect nothing but the very best, if one of their 300$ a set sockets brake during normal use and prevents me from getting my job done, that %$^&&#* socket better be replaced as soon as humanly possible no matter what my attitude is, i should think they would expect me to be angry and understand i need my situation corrected ASAP

 

[sdguy55]

Not honoring a guarantee sounds like dickish behaviour to me. I wonder exactly what the Snap on guy classes as behaving like a ****.

If the tool was not abused and broke under reasonable conditions and if you went on there and simply stated you needed to warranty a tool and he flat out refused even after explaining what happened then I, and probably every other sensible human being would say thats a dickheaded move.

But if you go on there demanding that tool be replaced this instant cause you were under the impression that snap-on tools were forged by the hammer of Thor himself then I, along with probably every other sensible human being would say that's a dickheaded move.

Sent from my HTC One X using Tapatalk 2

 

[t100]

Taps, dies, drill bits, air hammer bits are all life time warranty

according to my local dealer, NO, Heeeell No!!

but, Snap On Industrial, said Yes.

I called the 800#, got an email within couple minutes(more of 60 seconds after the phone call ended), print out the UPS label, kick if out of the door.

Never failed.

 

[sdguy55]

SNAP-ON, arguably the most epic name in tools ever.....one of the most expensive tool makers in the world, when i buy snap on i expect nothing but the very best, if one of their 300$ a set sockets brake during normal use and prevents me from getting my job done, that %$^&&#* socket better be replaced as soon as humanly possible no matter what my attitude is, i should think they would expect me to be angry and understand i need my situation corrected ASAP

That's a terrible attitude to have. Just cause one socket breaks, you have to suddenly pull a 180 in attitude and put it all on your dealer? Did your dealer hand forge it himself? No. He sold it. He's there to do customer assistance not change your diaper when you poop yourself.

Look at it this way. You repair forklifts right? Are you a dealership for those forklifts? If so when you go out and fix a forklift for a customer are you gonna sit there and listen to the customer be on your *** for however long it takes to fix it? Like literally stand there and expect you to poop out a new forklift to use? Cause if you are your a better man than me because it's ridiculous. I used to work on farm equipment and when something broke down in the field some farmers treated it like a nuclear attack happened. I was sympathetic and did everything in my power to help them but if they were assholes i would politely ask them to leave me alone while I made the repair. I would do that twice if they still threw a fit I left. Simple as that. My boss didn't expect me to stand there and take it either.

Sent from my HTC One X using Tapatalk 2

 

[Brownsfan]

I think what everyone is trying to say here is go on the truck and treat the guy like you would want to be treated. If you go on there being an *** he would likely ask you to leave. Just like a local Sears would if you did the same. Before I became a customer of my current dealer I walked on with a broken flat head screwdriver that was broken. Now everyone knows no flat head screwdriver in the history of screwdriver has been broken due to removing a slotted screw EVER. He replaced the shank and asked if I had any others that may be just a little warn out. I went on the truck and acted like an adult and got my tool replaced. I have been a loyal customer of his now for years. Just treat people how you want to be treated and you will be surprised how far it gets you when it comes to things ike this

 

[CWP1616L]

Return tools to:

Snap On RPC ARS
2801 80th ST Dock 8
Kenosha, WI 53143

Send in one tool at a time. Include a sheet of paper with the part number, your first and last name, shipping address, and contact phone number.

 

[robe5000]

That's a terrible attitude to have. Just cause one socket breaks, you have to suddenly pull a 180 in attitude and put it all on your dealer? Did your dealer hand forge it himself? No. He sold it. He's there to do customer assistance not change your diaper when you poop yourself.

Look at it this way. You repair forklifts right? Are you a dealership for those forklifts? If so when you go out and fix a forklift for a customer are you gonna sit there and listen to the customer be on your *** for however long it takes to fix it? Like literally stand there and expect you to poop out a new forklift to use? Cause if you are your a better man than me because it's ridiculous. I used to work on farm equipment and when something broke down in the field some farmers treated it like a nuclear attack happened. I was sympathetic and did everything in my power to help them but if they were assholes i would politely ask them to leave me alone while I made the repair. I would do that twice if they still threw a fit I left. Simple as that. My boss didn't expect me to stand there and take it either.

Sent from my HTC One X using Tapatalk 2

We are a dealer, and when a new unit breaks down in the field thats still under warranty, my company, the manufacturer, and most importantly my customers expect that unit fixed ASAP, and I sit there and take #%^* from customers everyday, I'm in the customer service business....... So like everyone else in the customer service business I take *^%#, as for my dealer, well he's a salesman, I don't know about your guy, but my guy tells me I can rule the world with these tools, checkout snapons YouTube page, they talk these tools up big time, and charge big money, so when one of these things brake I get upset, I'm not saying go on the guys truck and be a ****, but I'm not gonna have a "oh well snap on is still the most super-duper tool maker ever" attitude while I wait for the guy to show up with his truck and hope he has a replacement
And my attitude toward snap on isn't taking a 180, I've been breaking their tools and getting pissed at their dealers for years, there's just very few choices in my area, also I think they make some of the best tools lots of money can buy
I work hard for my money, I expect outstanding service from a company that tells me they are the best

 

[t4runner]

I have finally gotten someone at Snap-on customer service who knows what they are doing. I can see how most have a positive experience with Snap-on. I talked with a rep who said no problem just give them the part number of the tools I need replaced. I did so and they sent me a UPS label [ they wanted the broken tools returned ] and said that the replacement tools will be shipped in a day or two. This took all of 10 min. When I explained what had happened previously they said there was no record of my inquiry. Anyway Im a happy camper again. By the way I had 12 items replaced with no problem

 

[Buckgnarly]

By the way I had 12 items replaced with no problem

That right there may be the source of your earlier problems, too many poeple trying to warranty a ton of broken stuff to flip on places like Ebay. Just out of curiousity, what were the items?

 

[t4runner]

I returned 5 sockets and the rest were the black handled screw drivers the ones that deteriorate. These tools are from my original purchase from the 1970s

 

[CWP1616L]

I did so and they sent me a UPS label

You mean they paid for the shipping from you to them?