so frusterated with snap-on

[west wind]

Just ranting and raving here. I bought a new tool cart about 4 months ago krsc46. Well about a month after I purchased it I ordered the rubber top. Waited over a month for it to arrive and it was to big to fit the cart. Come to find out they redesigned the lid on the cart and no longer make the top to fit my cart. They suggested I cut my own top for it. I complained about the product support then let it go. Then the other day I pulled my cart away from the wall and notice the back is full of drips and runs in the paint so that irritated me and I wrote back to customer service receiving no response. This stuff may seem trivial to them, but for me to spend 1600 dollars on a tool cart, I expected better product support and quality control.

 

[Hiball]

Trivial? Nah.. If your paying $1600 for a Cart the Paint shouldnt have Runs in it, Then again that should have been brought up during the Initial Inspection. Maybe your Dealer can help?

 

[jmm]

Their customer service is usually top notch, but I'd recommend getting on the phone (if you haven't already). Your dealer involved?

 

[carterbeauford]

Their customer service is usually top notch, but I'd recommend getting on the phone (if you haven't already). Your dealer involved?

I'd like to read an example of this, I have yet to encounter anything resembling top notch customer service ordering stuff online.

 

[Hiball]

I'd like to read an example of this, I have yet to encounter anything resembling top notch customer service ordering stuff online.

Tons of good times stories... A quick google brings up some, but if you insist..

http://www.garagejournal.com/forum/showthread.php?t=121144

http://www.garagejournal.com/forum/showthread.php?t=92522

http://www.garagejournal.com/forum/showthread.php?t=75335

http://www.garagejournal.com/forum/showthread.php?t=53214


And don't get me wrong.. If you look hard enough you will find bad stories also, and the same can be said for probably every business or manufacturer. I don't put a lot of weight with online reviews/forums, you only get one side of the story generally.

 

[cookefab]

24 years, 4 sales guys and now 1 year w/ "factory only" support, as there is no sales rep for the hellhole where I foolishly moved, and I've NEVER had anything other than top notch customer service @ the corporate level. Even all of my sales reps have been decent. (No, I definitely don't see myself as someone that's easy to please, especially @ full price)

I can't see them not making this right, especially if you involve your rep...er, "dealer" as you folks refer to them.

 

[west wind]

Well I just tried to call customer service but its past office hours. They are on central time, so I guess ill try back Monday. My dealer hasn't been has help full as I would have liked although he did say he was going to contact the plant. I kinda feel like hes dragging out the process and might be hoping I'll forget about. he's been great for me with warranty returns though. And seems to be a genuinely nice guy. Although I have been averaging about 1500 dollars a year on tools for the past four years with him.

 

[TDWendt]

Pics of said box? Yeah the rubber may is still made (I just received mine 2 weeks ago) fitment isn't great but it's designed to fit both the krsc46 and the krsc246(bigger cart). Rather than have 2 seperate mats my guess is cost vs sales ect.....

You can get it close to square with a helper. I love mine.

 

[west wind]

This is the best pic I could get with my camera phone. Customer service ended up replying to me saying "your dealer will be your best resource for this issue"

<a href="http://s108.photobucket.com/user/salb2dope/media/IMAG0240.jpg.html" target="_blank"><img src="http://i108.photobucket.com/albums/n31/salb2dope/IMAG0240.jpg" border="0" alt=" photo IMAG0240.jpg"/></a>

 

[Hiball]

This is the best pic I could get with my camera phone. Customer service ended up replying to me saying "your dealer will be your best resource for this issue"

<a href="http://s108.photobucket.com/user/salb2dope/media/IMAG0240.jpg.html" target="_blank"><img src="http://i108.photobucket.com/albums/n31/salb2dope/IMAG0240.jpg" border="0" alt=" photo IMAG0240.jpg"/></a>

As is stated earlier your dealer should be your first priority, if and when that avenue fails, escalate to Snap on directly. Did you not see the runs during the initial inspection? Obviously its hard to see, but are you sure its paint and not some sort of liquid/overspray that made it down the backside of your box? I'm somewhat a expert on poor paint jobs (lol) and those runs look odd, maybe its just the angle/camera. I see from your profile, that you work in a body shop... Dunno.

 

[blackz26]

At least this would be expected with harbor freight. And 90% cheaper. Lol sorry couldn't resist.

 

[Hiball]

At least this would be expected with harbor freight. And 90% cheaper. Lol sorry couldn't resist.

Good one farva...

 

[blackz26]

Good one farva...

If I didn't, someone else would have..

 

[mossyboy6]

Good one farva...

 

[west wind]

As is stated earlier your dealer should be your first priority, if and when that avenue fails, escalate to Snap on directly. Did you not see the runs during the initial inspection? Obviously its hard to see, but are you sure its paint and not some sort of liquid/overspray that made it down the backside of your box? I'm somewhat a expert on poor paint jobs (lol) and those runs look odd, maybe its just the angle/camera. I see from your profile, that you work in a body shop... Dunno.

Yeah I am a body man and I thought they looked funny also. Figured one of the tips might have got clogged and splatterd. My painter said they are melted in and he could probably buff them out for me. I wish I would have checked it better, but I just unloaded it and went to work.lol.

 

[chadster1]

First off, I agree that you have a legitimate issue. That being said, what would be an acceptable solution to you?

Your dealer will have to involve local management.

 

[tjmonsen5]

The paint is one issue... but there is a new top for the KRSC46G model (which you most likely have if you just purchased this year)... The F model will not fit correctly. The new mat is not in the catalog. Im not sure if it is on the website either. But, your dealer probably ordered the F model rubber mat. Tell him you need the G model rubber mat. Or call customer service they will find the part number in under a minute.

 

[jeffk14]

After over 30 years as an aircraft mechanic, with extensive tool collections both at work and at home, I've not spent a TOTAL of $1600 on tool storage in my entire LIFE!

However, if I diiiiiid spend that for a tool cart, I'd not want any dang runs in the paint and I sure as hell would not accept that I needed to settle for anything less than the CORRECT, FACTORY rubber top for the danged thing!!!

FWIW though, my HF tool cart ain't got no runs in the paint. At least, none that I've seen, but I didn't look that close.

 

[Givl Reggin]

Your dealer will have to involve local management.

That should have never left the factory - who was in charge of quality control that day... Ray Charles? It give the impression that Snap-On is trying to pull a fast one by selling seconds. It should be a simple "I'm sorry, we'll get you another one sent out immediately" and not turn into finger pointing and a three week adventure. The fact the customer service told you to talk to the dealer and now local management has to get involved, tells me that is going turn into a cluster fock. When you're paying top dollar you should expect exceptional service... you pay more, you expect more, right? Customer service should have never left you off the phone without it be totally resolved to your satisfaction. Snap-On dropped the ball on this in my opinion.

 

[chadster1]

That should have never left the factory - who was in charge of quality control that day... Ray Charles? It give the impression that Snap-On is trying to pull a fast one by selling seconds. It should be a simple "I'm sorry, we'll get you another one sent out immediately" and not turn into finger pointing and a three week adventure. The fact the customer service told you to talk to the dealer and now local management has to get involved, tells me that is going turn into a cluster fock. When you're paying top dollar you should expect exceptional service... you pay more, you expect more, right? Customer service should have never left you off the phone without it be totally resolved to your satisfaction. Snap-On dropped the ball on this in my opinion.

Do you really expect Snap-on to scrap a $1600 cart for a cosmetic issue so minor that it took the owner 4 months to notice? Someone from local management has to be involved to issue whatever compensation is determined appropriate. That compensation will come from Snap-on, not the dealer.

Dont forget, we are talking about a cosmetic issue that took approximately 4 months to be discovered. The OP does have a legitimate, albeit minor, issue.

 

[Givl Reggin]

Do you really expect Snap-on to scrap a $1600 cart for a cosmetic issue so minor

Yes I do. The cost of the item is irrelevant. Their manufacturing is probably operating at near a 3 sigma capability, they expect a certain percentage to not make the cut. The fact that it made its way past quality control and out to the customer in the first place isn't acceptable. Snap-On is the Rolls Royce of tools, it should be absolutely perfect in every way.

 

[ElectroLight]

Do you really expect Snap-on to scrap a $1600 cart for a cosmetic issue so minor that it took the owner 4 months to notice? Someone from local management has to be involved to issue whatever compensation is determined appropriate. That compensation will come from Snap-on, not the dealer.

Dont forget, we are talking about a cosmetic issue that took approximately 4 months to be discovered. The OP does have a legitimate, albeit minor, issue.

It's a sad day when you get better quality and customer service at your local HF than Snap-on feels obligated to provide to their faithful! BTW, $1,600 is 10 times what my HF 5-drawer cost, it better be a Nice cart! IIRC, this is the 2nd thread of late to complain about Snappy boxes, the last guy found that the inside of his box was not painted. Crazy.

 

[Hiball]

It's a sad day when you get better quality and customer service at your local HF than Snap-on feels obligated to provide to their faithful! BTW, $1,600 is 10 times what my HF 5-drawer cost, it better be a Nice cart! IIRC, this is the 2nd thread of late to complain about Snappy boxes, the last guy found that the inside of his box was not painted. Crazy.

Your Statement is a little bit miss-Leading.. Dont you think? Or are you just trying to stir the pot?

1st off.. You dont get Better Quality, I dont care how you look at it the HF box is no where near the box that Snap on is (as it shouldnt). I know.. I own 2 HF Carts, and ive been around Snap on roll carts. 2ndly.. Your not gonna get better customer service because guess what? If you wait 4 mos to bring this matter to the HF's attention.. Your 90 day warranty from HF has EXPIRED... Congrats. Seriously?.. 2 Recent threads.. Ewww... Ahhh... How many toolboxes/carts do you think have left the Truck during that period? I cant tell you a exact figure, but id venture to bet it was more than 2.

Put the money Aside... It aint yours so you defunk math is Neither here, Nor there.. PLAIN AND SIMPLE... The Issue should have been brought to the dealers attention the DAY it was Delivered. Unfortunately for the OP, It Wasnt.. I have No Doubts that the Dealer or Snap on Will make good on the Problem, IF its a Actual QC issue that came from the factory and not some sort of Overspill/Overspray that came from working in a Body Shop. I wonder about this place sometimes.. I keep thinking that eventually some of you guys will grow weary of everything being a Snap on versus HF battle, On the Plus side..You can pat yourself on the Back for being a valued member of the Community and Trying to Help the OP with his Problem. <--- This is Sarcasm of Course...

Enjoy your Day..

 

[netcaretaker]

I will defend SO, out of the 1000's and 1000's of boxes they sell, they sell one on with a run in it? It happens sometimes.

And I hate to be the hard *** here, but you got the box and did not see it then? **** when I buy a used box I would have saw those runs. And now you are pissed, after you inspected and signed for it that they won't make it right? How exactly are they supposed to know you didn't put the runs in it, they have never seen the box, the local guy should make it right, but finding after the fact is kind of your fault.

 

[Hiball]

I will defend SO, out of the 1000's and 1000's of boxes they sell, they sell one on with a run in it? It happens sometimes.

And I hate to be the hard *** here, but you got the box and did not see it then? **** when I buy a used box I would have saw those runs. And now you are pissed, after you inspected and signed for it that they won't make it right? How exactly are they supposed to know you didn't put the runs in it, they have never seen the box, the local guy should make it right, but finding after the fact is kind of your fault.

My Thoughts Exactly.. I can understand though, In the heat of the Moment the OP was just excited to have a New Box, So he Wheels it over to its spot, Starts loading it up and doesnt take the time to Inspect it.. 4mos later... The New has worn off.. WTF.

I recently bought a NEW 2012 F150 and after having it for 3 days, I noticed when washing it, that there was a Paint bubble (Paint, Not Clear) on the Rear bed, Probably about the size of a Dime. I remember thinking how the Hell did i miss that... Regardless i took it back to the Dealer, They confirmed it was during the Paint Process and 2 days later it was out of the Paint shop. **** Happens.. How a Company stands behind the Problems is what really matters, No one is Perfect.. lemme take that back, Maybe some GJ members are Perfect, But the Majority of People are Prone to making mistakes from time to time.

 

[signcrafter]

I bought an engine support bar from HF last week and the paint was chipped, so HF quality control isn't perfect either. Nobody has perfect quality control, mistakes happen and some get out of the factory.

Hopefully the dealer will figure out how to make the OP happy.

Funny how guys seem to jump all over snap on when ever they have a mistake or flaw before even knowing if snap on will fix it or not. I'd be willing to bet that snap on will do more to solve this problem that he noticed 4 month after he bought it then HF would. Either way it doesn't really matter to me. I spend my money how I best see fit and others spend their money the best they see fit.

 

[SpiderGearsMan]

more harbor freight exaggeration

 

[rodknocker]

You need to file a complaint with Snap-on, I had to do this a while back for a tool, and transaction I wasn't satisfied with. I made the complaint through a link on their website. I had a call from the regional Snapon rep within 4 hours. Thats how I resolved my issue.

 

[bcradio]

Anyone who thinks every flaw will be found on a toolbox at delivery inspection time has got to be kidding themselves. 4 months is definitely a stretch, but some time is needed to find everything.

 

[Fireball027]

It happens to every brand. Hell there is paint issues with brand new 60k + cars.

I understand you have a complaint and yes there should be something done. however I don't think a brand new cart should be given or even that cart should have been scraped at factory as another member suggested as there is no issues with the other 99% of the cart. The drawers work, the locks work, the cart rolls and it has warranty. The first time you use the touch-up paint to fix a scratch it will look the same.

I agree, see what snap on can do for you. Even if you can get them to cover the cost of the mat you want, I think that would be fair.

When my Matco dealer delivered my top box, it was still in the cardboard strapped to the shipping pallet. I opened it up and first thing I noticed was about an 1/8 round chip of paint missing. I used the touch up paint and called it a day. I actually felt better knowing there was a chip as the next week I accidently knocked something into the box and put another chip in the paint. The second chip is easier to deal with then the first.

 

[Hiball]

Anyone who thinks every flaw will be found on a toolbox at delivery inspection time has got to be kidding themselves. 4 months is definitely a stretch, but some time is needed to find everything.

As i stated Earlier, I missed a Spot the size of a Dime on a Pickup Bed on my New Truck during the Inspection. I would like to think if it would have had "Runs" i would have seen it, Especially on something the size of a Roll Cart.

 

[Fireball027]

As i stated Earlier, I missed a Spot the size of a Dime on a Pickup Bed on my New Truck during the Inspection. I would like to think if it would have had "Runs" i would have seen it, Especially on something the size of a Roll Cart.

Ya I missed that. My best friend bought a 2011 F150 Platinum, had it for a couple months. One day he decided to give it a nice cleaning and noticed on the door sills the primer was coming through. Looked a bit closer at the truck and noticed the inside of the doors at the bottom were not completely painted.

There were several spots on the truck that had to be repainted and now we are talking about a 60k+ truck. So it happens everywhere

Not every company can check every product and part to guarantee there will not be any issues, that's why they give you a warranty.

 

[NC-Fordguy]

Funny how guys seem to jump all over snap on when ever they have a mistake or flaw before even knowing if snap on will fix it or not. .

Insert any brand for snap-on. It doesn't matter here on this forum. Sometimes I wonder if this is a tool discussion board or merely a bash and gripe board

 

[chadster1]

Insert any brand for snap-on. It doesn't matter here on this forum. Sometimes I wonder if this is a tool discussion board or merely a bash and gripe board

This is a tool discussion board?

 

[west wind]

First off, I agree that you have a legitimate issue. That being said, what would be an acceptable solution to you?

Your dealer will have to involve local management.

I think at this point I am going to let it go. I asked my tool rep if he could cut me a deal on the new style lid. He said he,s gotta see if it will fit, and is looking into it for me. I'll just
Have the paint buffed out. It was my mistake for not noticing this on inspection. I've always bought used so this was a learning lesson for me. And I guess four months is ridiculous. My boss is a slave laborer so I don't ever really have time to check things out though. He stands out in the shop and micromanages the employee to work like machines.

 

[Hiball]

I think at this point I am going to let it go. I asked my tool rep if he could cut me a deal on the new style lid. He said he,s gotta see if it will fit, and is looking into it for me. I'll just
Have the paint buffed out. It was my mistake for not noticing this on inspection. I've always bought used so this was a learning lesson for me. And I guess four months is ridiculous. My boss is a slave laborer so I don't ever really have time to check things out though. He stands out in the shop and micromanages the employee to work like machines.

Not sure if you seen this earlier post, It might help you with getting the Correct Top..

The paint is one issue... but there is a new top for the KRSC46G model (which you most likely have if you just purchased this year)... The F model will not fit correctly. The new mat is not in the catalog. Im not sure if it is on the website either. But, your dealer probably ordered the F model rubber mat. Tell him you need the G model rubber mat. Or call customer service they will find the part number in under a minute.

 

[billymade]

I wouldn't let it go; you paid good money for the box, it will annoy you for as long as you own it. Talk to your dealer and if it goes no where; contact the snapon regional rep, have them make it right or get something done to make you satisfied with your purchase. Don't let people on this board deter you; its your box, your money and you should be fully satisfied, happy with your purchase. Please keep us posted on how this ends up being resolved or handled; keep pushing and don't give up!

 

[pilotman81]

Do you really expect Snap-on to scrap a $1600 cart for a cosmetic issue so minor that it took the owner 4 months to notice? Someone from local management has to be involved to issue whatever compensation is determined appropriate. That compensation will come from Snap-on, not the dealer.

Dont forget, we are talking about a cosmetic issue that took approximately 4 months to be discovered. The OP does have a legitimate, albeit minor, issue.

What difference does it make if it is a cosmetic issue or a mechanical one. Paying 100% retail for a 95% product is BS. I don't care what brand, COO, or other issues might be involved. But then again, I guess I'm not a tool dealer.

 

[kunkernator]

I heard a wonderful story of customer service from Snap On, today actually. My teacher was telling me how once he shattered an impact socket, took it to his dealer where he replaced it. A few weeks later his dealer shows up and gives him a full impact set. Apparently when the socket was returned to Snap On, it was determined that there was an issue with the heat treating process. Snap On was then gracious enough to extend a new set to the guy.

I have never had a bad experience, and to me (while quality does matter), customer service does too. I am sure they will make it right.

 

[Danglerb]

If Snapon fixes the drip spot they will need to take it away someplace so all the tools need to come out and you are minus a box unless they swap it out. If you fix it nothing needs to get moved and somebody that knows paint needs to mess with it for fifteen minutes or so.

My thought is that somebody in Snapon QC was aware of the drip, and they rolled the dice to see if the customer complained.