Anyone else have an awful Snap On rep?

[tyndall]

You can't post a thread like this without the snappy fanbois coming out to defend crappy service and putting the blame on you.

Unless you need some specialty tool that only S-O sells, ask yourself, do you really want to pay extra for tools that have no dealer service? There are many other brands just as good for half the price. Paying a premium to buy by mail order is wrong.

The fanboi excuses of "you're not a regular" or "you haven't bought enough from him" is BS, plain and simple. He represents S-O. You're paying extra for service. You are the customer. It's not a privilege to buy from him, it's a privilege for him to have you as a customer. If he can't be bothered to sell you tools and is actively avoiding your calls, imagine what will happen the first time you need to use that precious warranty.

 

[woody 73]

What no one said Bang his wife you guys must be slowing down...

 

[1066farmall]

Give Snap-On a call direct. I work for an Airline, and we have had several dealers like yours. They don't last long.

 

[schmelpboy]

You can't post a thread like this without the snappy fanbois coming out to defend crappy service and putting the blame on you.

Unless you need some specialty tool that only S-O sells, ask yourself, do you really want to pay extra for tools that have no dealer service? There are many other brands just as good for half the price. Paying a premium to buy by mail order is wrong.

The fanboi excuses of "you're not a regular" or "you haven't bought enough from him" is BS, plain and simple. He represents S-O. You're paying extra for service. You are the customer. It's not a privilege to buy from him, it's a privilege for him to have you as a customer. If he can't be bothered to sell you tools and is actively avoiding your calls, imagine what will happen the first time you need to use that precious warranty.

This is partially true. I'm certainly the epitome of a "fanboi" as you put it, because I like the quality. HOWEVER, the reps in my area are TERRIBLE. My regular guy is a jerk, and I go out of my way to hunt down other snappy guys to buy from. I only buy from the guy that comes to my work when I have to have something this minute. I also buy all of the tools for our company. I pay cash. Every. Single. Time. I have never even had a truck account. And, I'm not talking about spending 10-15 a week. I spend a minimum of 200 a week for our shop. That seems like a small amount, but add that up over a year, and include the fact that I make larger purchases at different intervals...Heck I bought a new computer system this year. The guy still doesn't give me the time of day. I buy TONS of old promo stuff for resale and for my own collection....He has 2 things I want...I told him roughly 3 months ago to bring them to me...Every week he has an excuse. It's like I have a hard time spending money on the snappy truck.
So, I found another guy in town that was quite a bit nicer, but even he is kind of a pain to deal with, and I have to hunt for him...Also always paying cash. Hell, I even offered to bring stacks of cash to these guys to buy promo stuff from them, and they still balk. They have both been in the business for a few decades, and have tons of stuff. But it's like pulling teeth to get them to make money, apparently. Always cash.
It blows my mind that snappy dealers act like they don't like money. So, I've started to buy lots of MAC stuff. I don't think their quality is near as good as snappy, but the MAC guy is a pleasure to deal with. I've been doing this for 13 years, I'm not a newbie. It blows my mind how the dealers treat people with money in hand.
I literally drive 2-3 hours to different cities to hunt down new snappy dealers to spend my money with. I'm not a cheapskate, I don't ask for a discount, ever, except when I bought a new welding mask for my father for Christmas. The snappy guy said, "Take it or leave it." I asked for 25 bucks off.....Of their most expensive mask. Never again.
End of rant.

 

[Banjorear]

Give Snap-On a call direct. I work for an Airline, and we have had several dealers like yours. They don't last long.

This. My friend just became a Snap On dealer. Trust me, they take protecting their reputation seriously. They would be very interested to hear about your rep's idea of "customer service".

 

[Brownsfan]

There is no excuse for him basically ignoring you. I have a AWESOME Snap On guy. When I had my shop I called all the tool trucks. Snap On was the only one that showed up. Matco guy said he would come but never did. Mac guy said I was too far south of his route. But he went across the street? I am not in my shop anymore and my snap on guy still takes care of me. My house is not in his territory so I have to meet him but it no biggy. Cornwell guy came in on his own and was pretty good until he went under. So the Snap On guy gets most of my tool dollars.

Now as I said before about the tools. They have the most USA made tools and the least amount of re-branding or importing. Like I said earlier. You cant find USA made panel removal tools from any other truck. Cant find terminal release tools USA made from other trucks. Just 2 examples. Im not talking about Blue Point here. They have the most complete tool line made by them in the USA by far. No one comes close.

They also have some of the best diagnostic tools in the industry. And they are not just rebadged OTC or Autel etc. They offer some of the best support as well. No other tool truck does that. Are they the most expensive? Not always. They are pretty close on all the hard line stuff with the other 3. Call me a fan boy if you want but I will continue to support them and their commitment to making things in the USA. Oh and their tool boxes are not so bad either.

 

[3baygarage]

I understand the OP entirely. I was in automotive school and our Snap On rep. was an industrial dealer. He took up a whole class giving his Power Point presentation to each group.
The guy had NO SO truck, NO TOOLS to show us, and dealt out of THE TRUNK OF HIS SEDAN. I don't think a single student in my class ordered from him. When I placed an order he blew me off too. The guy had no presence, we had no clue when he was around.

The MAC dealer was there every week like clock work and sold lots of sets. The Matco guy started coming in his truck weekly too.
So, IMO it's fine for SO Industrial to service the school shop, but not the students.

By the way, SNAP ON are great tools. Just sharing my experience.

 

[archirelic]

So im going to rant a little bit to get my point across. We have a Snap On guy who comes to our shop my boss tells me when i first started, i was excited as i always wanted to get into Snap On products. Anyway, im in school and during the week i start work at 4pm, but the Snap On guy comes at 1-2pm on fridays. no problem, i'll give him a call or email him what i want and he'll find a way to see me another time right? wrong. 6 Months of emailing, calling, any possible way of contacting him, i've gotten nowhere. I tried to call him one day and he didnt answer, i waited half an hour and tried again, nothing. So i tell a guy at work, An experienced mechanic of 30+ years, and gives him a call not 2 minutes after i tried, and he picks right up for him, and im thinking to my self "Are you serious?". Its just been a nightmare, so now i just order all my Snap On tools online, but i'd still like to see things in person before i buy and have the ease and speed of a truck dealer purchase. Anybody else have any issues like this? Should i keep trying or just keep ordering online? again i'd really like to buy off the truck but it just really ***** that the local rep is awful.

I have to be enrolled to get a student discount, ive got accepted but i enroll this spring.

Wait...so I'm confused. You just said you can't be there when he's there during the day because you're in school, but then just said you've been accepted but are not yet enrolled...so what's stopping you from showing up during the day? Are you in classes other than whatever program it is that you've been accepted into for the spring semester?

 

[DieselRiver]

Wait...so I'm confused. You just said you can't be there when he's there during the day because you're in school, but then just said you've been accepted but are not yet enrolled...so what's stopping you from showing up during the day? Are you in classes other than whatever program it is that you've been accepted into for the spring semester?

I'm a senior in high school.

 

[ttpete]

I'm not a professional so take what I have to say with a grain of salt, but I am in the retail game.

Where I work we have 4 separate sales reps all selling the same type of wares, 2 of my reps are in here every week doing their job (selling me **** I don't need) every once in a while if there is a good special and they catch me on the right day I'll bite, it's their job and of course they make commission on sales. The other two I didn't see for the first year I was here, same situation, tried calling they never returned my calls. So I gave up and just started giving away their space to the reps that came in. My new boss likes to pander to those two idiots by texting them what we need. I'm of the belief that I am not going to do some one else's job so that they can earn commission on it, but my boss feels differently.

Before I retired, I was a buyer for our prototype shops, and dealt with this sort of nonsense. Vendors have their ways of convincing people to buy from them, and they generally go to someone who has the authority to make things happen. My big boss regularly got free tee times at very nice golf clubs and free lunches, among other things. I'll bet yours does as well.

 

[cburnscrx]

Oh yeah and he allowed my truck account(no interest)to max out at 4000 so he went from being a **** to being great once he saw my ethics.

No, he's still a ****, he just wants you money now and he could give a rip about you personally.

Send your girlfriend with a printout of the page(s) of the items you want and money. I bet she can get there before 1pm when not enrolled in school (yet.)

You're not that busy.

And neither is he. Difference is, he's supposed to be WORKING for the customer, not the other way around.

I'm not so sure your local Snap-On guy is awful. Sounds like he takes care of the guys he knows. He doesn't know you, and you're not willing to get to him on his schedule. Maybe he picks up his kids after school and can't see you on Friday at 4 at all. Give the guy a break.

Who is the customer here? He works on a tool truck and I am pretty sure he sets his own hours and route. Could be wrong about that, but I doubt it.

Your Snap On guy isn't bad IMO. He probably has other commitments. Maybe he has family commitments or another area where he has regular customers.

These guys will always take care of their regulars. It's not his fault you aren't there when he is.

See above response ^

...Get someone to vouch for you and arrange to meet somewhere he is at a time you can meet, then find out if he *****. He might indeed **** (the other SO guy in our area sure does) or he might be cool... ya never know until you try.

He already *****, he won't return phone calls, and that's simple enough for me.

 

[archirelic]

I'm a senior in high school.

Ok, that's what I was thinking but was thrown for a loop.

 

[warweapon762]

I've had a few run ins Snap-On vendors who were sleazy POS. They are out there and they tend to be in an area where there are very few people in the know.

I used to live just outside of Yakima, WA years ago and some of the tool truck people that operate in that area were doing 'ethnicity' markups, especially on the reservation. They also wouldn't abide by the warranty policy and would outright charge people for exchanges. They would also try and target people at the local community college, to try and swindle mechanic students out of most of their financial aid money for tool sets and tool "orders" they would never receive.

I don't know what happened to these jokers, but I believe they were run out of town a few years later. This stuff happened in the late 1990s early 2000s.

Never had a problem with the MAC people, they were pretty professional about everything. I mostly get that stuff off Ebay if necessary, but much of my home tools is Husky now.

 

[Buckgnarly]

I'm a senior in high school.

No excuse, but you probably just answered why the guy is not taking you seriously.

Why don't you wait until you get the student discount? You will save a TON of money!

 

[MGibson]

I only have one tool van! and that's Snap on! Don't think there is any other in my County (Live in England)

I sent a 1/4" soft handle ratchet for warranty repair. Its been gone close to 4 months on "order" but when you buying tools they come the next week!! but he's normally okay with things Just want my ratchet fixed! (lol)

 

[tshetter]

I only have one tool van! and that's Snap on! Don't think there is any other in my County (Live in England)

I sent a 1/4" soft handle ratchet for warranty repair. Its been gone close to 4 months on "order" but when you buying tools they come the next week!! but he's normally okay with things Just want my ratchet fixed! (lol)

Thats BS.

What needed to be done to it?

 

[K13]

No excuse, but you probably just answered why the guy is not taking you seriously.

How would the guy know if he never answers his phone or returns emails.

 

[Buckgnarly]

How would the guy know if he never answers his phone or returns emails.

From the first post, he works at the shop after school, I am sure the SO guy knows why he is not there in the daytime.

 

[jd_1138]

Sounds like some SO reps are so busy and rich, that they need to hire (at least PT) some retired technician in a minivan to service customers that they can't get to. They can meet up somewhere daily and put product in said minivan with a list of where to go.

 

[Banjorear]

Thats BS.

What needed to be done to it?

Don't be so sure. The route my buddy took over, the previous SO guy had a milk crate of impacts and other hard line and big dollar tools waiting for "warranty approval". Guys were furious when they found out he quit. His SO ride along partner got HQ approval to just give these guys new stuff when most of them could have been repaired.

My buddy has had to do a lot a damage control to repair the route the previous guy messed up. Fellas, just because a guy has a SO route doesn't automatically make him a good guy. He can be a douche like a lot of other sales guys.

His actions aren't adding up and I'm hearing a lot of excuses being made for poor salesmanship and representation of the brand

 

[Ruger_556]

Go over his head... I just got my dealer in big trouble today. I called the Industrial Rep to warranty a ratchet because the dealer wouldn't do it... He is in so much hot water now

 

[tshetter]

Don't be so sure. The route my buddy took over, the previous SO guy had a milk crate of impacts and other hard line and big dollar tools waiting for "warranty approval". Guys were furious when they found out he quit. His SO ride along partner got HQ approval to just give these guys new stuff when most of them could have been repaired.

My buddy has had to do a lot a damage control to repair the route the previous guy messed up. Fellas, just because a guy has a SO route doesn't automatically make him a good guy. He can be a douche like a lot of other sales guys.

His actions aren't adding up and I'm hearing a lot of excuses being made for poor salesmanship and representation of the brand

I wasn't calling BS on the 4 months being a lie, I was calling the having to wait 4 months BS. It should have been taken care of in a week.

Theres no excuse to take a tool and not get it fixed within that time.

IMO, for the price SO charges, most hardline tools, ie ratchets, wrenches, sockets should be replaced on the spot, with the caveat that the driver can see that the tool wasn't abused.

If I was a mechanic and he did that to me...I might just take a breaker bar to his knee. In my mind, I was just robbed, not ripped off or lied to.

 

[Brownsfan]

Man I guess I am lucky. I just handed my snap on guy a 29cf cutter crimper I broke cutting something it was not designed to cut. He handed me a new pair no questions asked. I had my tll72 ratchet and it felt like it was binding up. Rebuilt on the spot. This is why I buy the bulk of my tools from him. And he gives me a break on prices. Quality and service are second to none.

 

[56FordGuy]

This sounds very similar to the SO guy I just gave up on. I'm a road tech, rarely in the same area so I don't see a truck on a normal basis. Ran into a SO guy one day on my lunch break. He was a nice guy, warrantied some stuff for me, etc. I'd been in the area pretty regularly, so he ordered some things I needed to warranty that he didn't have and I ordered a couple of other things I wanted to buy. Caught up with him at the end of the week, got the last of my warranty stuff. Spent a couple hundred bucks cash on new tools I wanted, ordered something he didn't have in stock. So far so good.

Called him the middle of the next week, stuff hadn't come in. He said he'd call me when it did. Never heard from him. Left him a message a week after, nothing. That's been a month ago. I'm not going to hound him to give him my money. I called him at the end of last week just because I was in the area, left a message that hasn't been returned.

I'm not upset about it, but I'm not going to bother trying to find him anymore. If I decide I need to see a SO truck for whatever reason I'll call someone else.

 

[Heavy tech]

My rep has a bad habit of trying to pass off Channellock and Gearwrench as SO. 2 weeks ago I ordered a blue point serpentine belt tensioner. I was working out of town the day he came, so I left the cash with a co worker to get it for me. Got back to the shop to find he had sold me a gear wrench one, and charger $20 more than I could have bought it at Napa across the street.


Sent from my iPhone using Tapatalk

 

[Speed-Racer]

Order online if you really need a tool or find another dealer in your area. Should be able to find a dealer that realizes how much you will be spending in the years ahead. You are going to need everything.

 

[rancherbill]

DieselRiver, buy some cheap HF tools, save your money until you get the student discount. Then you will be getting many more for the same money.

 

[Dan Jacobs]

I've been working as a mechanic for 36 years. Love Snap on tools, have lot's of them.
In the 36 years I've had one good Snappy guy for 2 years. The rest have all sucked
My current one doesn't bother to show up at all
Mac,Matco guys have been by and large much better but I can't buy that ****
Oh Well Snap On.com is where I go to buy

 

[chkustom]

This sounds very similar to the SO guy I just gave up on. I'm a road tech, rarely in the same area so I don't see a truck on a normal basis. Ran into a SO guy one day on my lunch break. He was a nice guy, warrantied some stuff for me, etc. I'd been in the area pretty regularly, so he ordered some things I needed to warranty that he didn't have and I ordered a couple of other things I wanted to buy. Caught up with him at the end of the week, got the last of my warranty stuff. Spent a couple hundred bucks cash on new tools I wanted, ordered something he didn't have in stock. So far so good.

Called him the middle of the next week, stuff hadn't come in. He said he'd call me when it did. Never heard from him. Left him a message a week after, nothing. That's been a month ago. I'm not going to hound him to give him my money. I called him at the end of last week just because I was in the area, left a message that hasn't been returned.

I'm not upset about it, but I'm not going to bother trying to find him anymore. If I decide I need to see a SO truck for whatever reason I'll call someone else.

I too am a road tech and had a similar experince with a snap on driver/rep in my primary area. I asked him to get me something and after a few weeks of calls and stopping on the truck,I finally told him to shove it where the sun dosen't shine. I've been dealing with tool trucks for close to twenty years and every snap on guy has been too stuck up for their own good. I mostly buy from Matco because of their customer service. I'm not going to debate which brand is better they both have their pluses and minuses,I own both.

 

[outdoorsman310]

Mine hasn't been by for a month or two. If he ever comes back, ill Pay off my bill and not buy anything else. I can't trust that type of warranty.

 

[PugetDude]

This thread cracks me up. Poor kid has been brainwashed into thinking that SnapOn is the only way to go, and the local rep is showing him all the reasons why it isn't... and we've got posts here defending the rep who won't give him the time of day.

Quality means nothing without service-if you have to chase someone down and kiss their *** to buy from them at a premium price, it's not worth it. Why would you expect his post-sale sevice to be any better?

And, anyone who won't make time and take an active interest in the sucesss of a kid just starting out doesn't deserve the business, IMO.

YMMV.

 

[Airframer]

I've had great reps. Yours sounds like he *****.
If you want SnapOn, find a different guy, buy from the SEP, or buy it off Ebay.
If he can't be bothered to return an email or phone call when you want to buy, don't count on much warranty service from him.

 

[kac0825]

No excuse, but you probably just answered why the guy is not taking you seriously.

I agree, no excuse for the so dealer. Just because he is in highschool, doesn't mean he is unable to spend money and be a good customer. Any intelligent business owner should never ruin relationships with customers that could continue to bring business for years, over a simple issue like this. In this case a possibly careers worth.

 

[ihateminimumwage]

I've been working as a mechanic for 36 years. Love Snap on tools, have lot's of them.
In the 36 years I've had one good Snappy guy for 2 years. The rest have all sucked
My current one doesn't bother to show up at all
Mac,Matco guys have been by and large much better but I can't buy that ****
Oh Well Snap On.com is where I go to buy

My thoughts exactly.

When I was in school Bought some wrench rails and ordered some stuff from the Snappy dealer (stuff that wasn't on the SEP site), and he never returned. Went to work at a dealership and he'd show up every week, and I wanted nothing to do with him. MAC and Matco dealers were always great with everything, but I wasn't interested in paying truck prices for import tools.

Ended up buying certain Snap On & Blue Point tools through SEP and the regular website, but ended up going mostly with USA Williams, Armstrong, Gearwrench, and original manufacturer stuff that the tool trucks re-brand. Saved a fortune and still have all quality tools.

 

[ironmutt]

I agree, no excuse for the so dealer. Just because he is in highschool, doesn't mean he is unable to spend money and be a good customer. Any intelligent business owner should never ruin relationships with customers that could continue to bring business for years, over a simple issue like this. In this case a possibly careers worth.

my first SO rep was a guy named **** turner he showed up to my high school auto class he made a point to tell the class that if they planned on being techs they needed to have good tools wether they were SO or not and that as long as we were straight up when funds were tight he would work with us then he said we all had a $50 dollar credit limit . now even then you couldnt buy any thing for 50 off the truck but it weeded out the losers . those of us who bought that day could make our payment to the teacher he would pay **** when he came . its a trust issue cause most high school kids dont have money . the op's rep may of delt with enough kids to just say untill he has got some time and some skin in the game to be serios about being a tech he is not gunna waste time on trying to sell to him . we have a shop next door to us that has had 12 techs and 2 different owners all three tool trucks wont touch it with a ten foot pole . i spend about 4-5k a year on tools and i can do that because at least once a year i owe $0 . what the op needs to do is buy used and harbor freight any way cause at 18 he may decide he doesnt want to do thid for a living and once you sign the dotted line on a debt like that you pay for a long time

 

[pop pop]

Apparently the SO guy is believing his own line of BS and has become an "elite" dealer for "elite" tool owners.

Dealer obviously has enough poor souls on the hooks for debt that he doesn't need anyone else at present. Shame.

 

[Skin]

the op's rep may of delt with enough kids to just say untill he has got some time in the game to be serios about being a tech

Legitimate reason but still not reason enough to duck customers with cash/cc in hand. That's just straight up turning away sales, simple as that. Few towns over there is a Snap-On dealer, been in business quite a while, also ignores smaller shops unless you want to finance a Verus (or something similar) then hes your best buddy. He'll sell you a few small items and do warranty but you better be ready to give him a 2-3 week lead time. Pretty pathetic and alienates those customers from wanting to make larger purchases.

 

[nicksnothereman]

So im going to rant a little bit to get my point across. We have a Snap On guy who comes to our shop my boss tells me when i first started, i was excited as i always wanted to get into Snap On products. Anyway, im in school and during the week i start work at 4pm, but the Snap On guy comes at 1-2pm on fridays. no problem, i'll give him a call or email him what i want and he'll find a way to see me another time right? wrong. 6 Months of emailing, calling, any possible way of contacting him, i've gotten nowhere. I tried to call him one day and he didnt answer, i waited half an hour and tried again, nothing. So i tell a guy at work, An experienced mechanic of 30+ years, and gives him a call not 2 minutes after i tried, and he picks right up for him, and im thinking to my self "Are you serious?". Its just been a nightmare, so now i just order all my Snap On tools online, but i'd still like to see things in person before i buy and have the ease and speed of a truck dealer purchase. Anybody else have any issues like this? Should i keep trying or just keep ordering online? again i'd really like to buy off the truck but it just really ***** that the local rep is awful.

If he's a **** with you buying stuff how much of a **** do you think he'll be when you need to warranty? Go to another truck brand.

 

[DieselRiver]

If he's a **** with you buying stuff how much of a **** do you think he'll be when you need to warranty? Go to another truck brand.

The Matco guy in our area is great and i can get ahold of him very easily and he'll go out of the way to see me. But im just much more impressed Snap On's tools then Matco, and the MAC guy doesnt even come to my work. I'd rather get the tools i want and order them online then get tools im not impressed with in person off the truck, just my preference. Nothing against Matco, or MAC.

 

[ihateminimumwage]

If he's a **** with you buying stuff how much of a **** do you think he'll be when you need to warranty? Go to another truck brand.

He can just mail them to Snap On and get the new ones in the mail. Probably get them back faster than going through this local dealer anyway.