Snap-On doesn't want new customers.

[MN4x4]

I had an interesting exchange with Snap-On via email. I am going to share it here because - frankly - I can't believe it myself...

************************************************
Me, via web form:

I need to purchase a Mini-Ductor II and was told that you carry them?

************************************************
SO, via email:

Thank you for contacting Snap-on Tools. We do carry the Mini Ductor II starter kit. The part number is INIMD-700A. We can help you with new purchases over the phone through customer service at 877-762-7664 or we also offer our website at www.snapon.com
Thank you,
Lexi Christensen
Snap-on Tools Customer Care

************************************************
Me, via email this time:

I was thinking that this would also be the time to possibly start purchasing tools for my shop from the truck...

************************************************
SO:

Unfortunately our franchises are not allowed to go to residential locations, only businesses, but we will be happy to assist in any way we can here in Customer Care with your purchasing needs. If you have any questions about our product just give us a call or send an email.

Thank you,

Jill Hathaway
************************************************
Me:

I have a stand-alone shop on my property that I work out of, but it's OK that you don't want my business. You probably just saved me a LOT of money.

If you can't sell to me, you might as well take me off your mailing list as well. I don't need to see stuff from a company that doesn't want my business?

************************************************
SO:

We will be happy to help you place orders over the phone with us at 877-762-7664, or via our website, store.snapon.com. Unfortunately the franchise agreement that our franchisees sign with Snap-on prevents them from selling tools to customers that are not on their list of calls.

Please let us know if there is anything else we can assist with.

Thank you,

Elizabeth Lant

Snap-on Tools Customer Care

************************************************
Me (becoming frustrated):

Your franchise agreement is yours to enforce as you see fit, but let me be clear on something:

To me, at least, one of the BIGGEST benefits to spending the prices that SO charges is being able to step onto a truck and purchase or exchange a tool. If that is not available to me, I am not interested in doing business with you. End of story.

By the way... HOW IN THE HECK DO YOU GET NEW CUSTOMERS with policies like this????

I think I will consider posting this exchange - including your answers to THIS email - to a fairly active forum of which am a member. I find Snap-On's attitude (as conveyed by you) to be ... well, interesting ... to say the least?!! Especially in THIS economy...

I spend around $500 on tools each month. So how would I get on a drivers 'list'?

********************************************

After that - silence. No response in two days. Guess I either ticked 'em off or they were lying or doing something they shouldn't be and didn't want to be exposed...

I was ready to spend over $500 on an item now and about the same going forward every month. Which got me to wondering:

• Do any of you have a SO driver that visits you at your home? I mean, is there not a SINGLE PERSON who works from home that gets a visit from the SO truck? Based on many of the stories posted here, I find that absolutely impossible to believe?!

• Is this restriction an actual part of the franchise agreement, or is it some lame attempt to drive business to corporate and cut out the driver?

• SO truck guys, did you know that SO is doing this to you?

 

[lakota]

Feel that you are unreasonable in this matter.

I have friends doing barn jobs for others in residential areas, but they are careful to not offend neighbors and not letting the municipality know about it.

 

[OutsideMachinist]

Sorry sir but I dont understand your issue. Any driver isn't going to reroute his truck for an unknown customer and deliver to your house. Find a truck and start spending money. Then depending on the driver you can either meet him at his house or if you spend enough money I imagine he would meet you at yours since you said you spend 500 a month.

That is average, 500 a month for techs. So he can go to a shop with a dozen techs who all spend 500 a month or more or your house what do you think he is going to do?

 

[MN4x4]

Sorry sir but I dont understand your issue. Any driver isn't going to reroute his truck for an unknown customer and deliver to your house. Find a truck and start spending money. Then depending on the driver you can either meet him at his house or if you spend enough money I imagine he would meet you at yours since you said you spend 500 a month.

That is average, 500 a month for techs. So he can go to a shop with a dozen techs who all spend 500 a month or more or your house what do you think he is going to do?

You may have misunderstood, or I may not have been clear.

First, I DID NOT ASK FOR A TRUCK TO STOP BY - I only said that maybe "this would also be the time to possibly start purchasing tools for my shop from the truck". I see now that that may have been interpreted as having the truck stop by, but all I meant was that I wanted to purchase from the truck and not online.

Secondly, I DO NOT KNOW if $500 a month is enough business for a driver to stop by on occasion...perhaps only when I call because I need something? I would fully respect the driver telling me if meeting me makes sense or not, but shouldn't that be their right?

Thirdly, you say 'find a truck and start spending money'. How - EXACTLY - am I supposed to do that if SO won't even tell me who the driver is? And...REALLY? I am willing to spend $6,000 a year on tools, and it's my job to spend my effort to track down a driver to do so? In what ****-eyed world does THAT make sense?

Finally - You answered NONE of my questions. You totally ignored the issue that SO says drivers can't stop by a residence per their franchise agreement. Why did you ignore that part? I want to know - can they (and do they) or not?

I can only GUESS that you have a good relationship with SO since you're defending them so fervently? Good for you - but where does it leave guys like me? If SO doesn't want my business that's fine, but I will work to inform other people about their treatment and tactics...

 

[OutsideMachinist]

You may have misunderstood, or I may not have been clear.

I DID NOT ASK FOR A TRUCK TO STOP BY - I only said that maybe "this would also be the time to possibly start purchasing tools for my shop from the truck". I see now that that may have been interpreted as having the truck stop by, but all I meant was that I wanted to purchase from the truck and not online.

Secondly, I DO NOT KNOW if $500 a month is enough business for a driver to stop by on occasion, perhaps only when I call because I need something? I would fully expect the driver to tell me if meeting me makes sense or not, but shouldn't that be their right?

You totally ignored the issue that SO says drivers can't stop by a residence per their franchise agreement. Why did you ignore that part? I want to know - can they or can they not?

I imagine that is what they would call a grey area. They may be technically not allowed to per company policy/contract agreements. Maybe for liability issues. They do however visit private residences, some of them anyways. You need to find a truck and build a relationship with that individual driver. Good luck to you.

Edit- I figure you also wanted them to help you meet a driver to make that happen. Though I dont think that is a big point of concern for them is what I was getting at. I would try to find one around town or when he stops at local repair shops.

 

[Jbizzle]

I also feel that you are unreasonable. I have a good number of Snap-On tools and have never been on a truck. All my orders are done online. Fast shipping and if ever an issue customer service is great to deal with over the phone.

 

[bobbycos]

I usually meet my Snap-on and Mac guys at a spot on their route.

Since I do all my work out of my personal space.

 

[T45]

Snap-On doesn't want new TOXIC customers.

Call them, and they will help you.

If you're not amenable to that, don't know what to say.

Snap On answers the phone with live people.

 

[MattPersman]

I think you need to talk to the snap on driver that is actually in your area they may find its worth it to stop by maybe not. Email CS can't make a driver stop anywhere.

 

[MN4x4]

Feel that you are unreasonable in this matter.

I have friends doing barn jobs for others in residential areas, but they are careful to not offend neighbors and not letting the municipality know about it.

I have a business, in a separate building. This is a red herring, not a real issue.

 

[MN4x4]

Snap-On doesn't want new TOXIC customers.

Call them, and they will help you.

If you're not amenable to that, don't know what to say.

Snap On answers the phone with live people.

Chuckled at the 'TOXIC' comment.

Yes, I got agitated after getting jerked around, but SO has to own some of the responsibility. I was only trying to spend money, and they were DICTATING to me how I was going to do that.

Sorry, but that's not how it works in the real world. Customers vote with their dollars. While my measly $6k worth of business isn't going to hurt them, if they tick off enough people like me it WILL affect them long term.

I give them a D- for their marketing effort.

 

[millwight.mike]

I find this topic interesting I was part of a small company starting up out of a new shop. Zoning became our problem. We had people working from all around the city. For my work SO tools not really needed. But we all had some and dealt with different drivers. The driver For that would not warranty the tools. if your not going to place a order I will not stop by to warranty your tools. The apprentice that had the most to be fixed called is old rep. And the guy came to his house and exchanged no problem. So like outside said find a guy first. You may not like the person in your area anyways. Just my .02

 

[tbaggz]

if you wanted to buy tools from anywhere else you would have to track down a store that sells them a d go there.not different at all.snap on trucks are just a mobile store.napa delivers parts to a shop but they aren't going to bring them to your house.even if you call it a shop.you are being unreasonable here.

 

[Stooge]

wait, so whats wrong with just shopping on the website? i buy from there semi regularly, gets shipped quick and i usually have it in a day or 2 as i do not have a regular driver anymore, ( i used to work afternoons at a paint/ body shop that had a SO truck) and on occassion i catch the SO truck out front of my shop at the engine/race car builder's shop. the few times ive had to warranty something, they send an RMA or tell me to keep it and send me a new one, the perk being that they have all of my order histories so i dont have to prove anything about where i bought something.

you just came across as rude for the sake of being rude to sales rep who was pointing you in the right direction, a shop that you work out of on your property, is still a residential property. call a local garage or 2 and see what days the truck stops by and hangout there with cash at the right time. just on my way home from work or at lunch, i see trucks all the time, not that hard to catch up to one and build up a rapport with the driver and see if he can accomodate you.

 

[MN4x4]

I think you need to talk to the snap on driver that is actually in your area they may find its worth it to stop by maybe not. Email CS can't make a driver stop anywhere.

Great - but other than driving around town randomly (which I won't do) how do I find the SO driver? And since I reached out to SO corporate trying to spend money and ESTABLISH a relationship with a franchisee/driver, WHY is this now my responsibility? See my issue?

Also, I didn't ask CS to make the driver stop anywhere - although I now see that it could have been interpreted that way.

But in the larger picture, wouldn't a franchisee/driver want to know if there is a potential new customer (i,e, source of revenue) in their area? It sure seems like SO is chasing them away, but maybe I don't get it?

Is the wrenching community so small that a driver finds out 'immediately' from other customers that there's a new guy in town? What if the new guy doesn't advertise, has a very quiet and focused business, but still needs tools. Lots of tools?

I honestly don't know - maybe a guy like that just falls between the cracks?

 

[tbaggz]

stop by a local shop and ask for their snap on guys number.easy as that.

 

[creativecars]

This is the way Snap on does business.

They would like think their products are superior.
Their drivers think they are superior...
Its a personality trait...
And with their prices 500 per month is not enough to worry about. How much work could you do with $500 of Snap on tools? Not much.

 

[bob15]

After reading you emails back and forth, I believe your in the fault. After your reply about "your shop", you got very hostile with comments like "you don't want my business" and "take me of your list". Then you really got argumentive and they stopped replying because it was getting nowhere with you.

You should have explained yourself and your situation better in a calm manner when you mentioned your shop. For myself reading it, I thought Snap On explained themselves quite well.

Why don't you call them, better explain what you are doing and talk with them in person? It will make a difference.

 

[MN4x4]

Guys, maybe I am wrong. It wouldn't be the first time...

But I always understood that SO was a PREMIUM line? And that that included customer service? Well, that's certainly NOT been my experience.

There are some companies where this behavior wouldn't shock me, but - honestly - I did not expect this treatment from SO?! What I expected when I very politely asked to spend money was to be given the name of the driver for my area. When I didn't get it the first time I stated - politely again - that now might be a good time to START a relationship with my local driver. It's only when they shut me down a THIRD time that I got frustrated. I don't want to buy a premium product from a mail-order catalog. Those two things don't go together for me - sorry.

For you SO veterans that DO get service from a truck, I'm happy that their model works for you. I really am.

But everybody starts somewhere. It appears from the responses that most of you think I am asking too much to be given the benefit of the doubt on being able to meet a driver. I don't happen to agree, so I won't be spending my money with SO.

I hope this story gives some other small shops an idea of how SO operates when you're not one of their 'blessed' customers. I certainly didn't know that they did business like this, and I think other folks have a right to know...

 

[MN4x4]

if you wanted to buy tools from anywhere else you would have to track down a store that sells them a d go there.not different at all.snap on trucks are just a mobile store.napa delivers parts to a shop but they aren't going to bring them to your house.even if you call it a shop.you are being unreasonable here.

Actually, you are making a bad assumption. I get deliveries to my shop from BOTH Napa and O'Reilly's - always quickly and with a smile!

Just one more reason why I was so gob-smacked by SO's attitude?!

 

[gsingh]

Mb4x4, like someone else stated I would go to a local shop and ask for the snapon guys number or ask when he stops by. I'm sorry that you had a bad experience with them.

 

[DodgeMech]

I'm pretty sure I could get my driver to stop at my house if I ever needed it...but I've spent over 10k the last 18 months with him...

 

[MN4x4]

This is the way Snap on does business.

They would like think their products are superior.
Their drivers think they are superior...
Its a personality trait...
And with their prices 500 per month is not enough to worry about. How much work could you do with $500 of Snap on tools? Not much.

I think you are right about them having an 'elitist' attitude.

As for your question about "How much work could you do with $500 of Snap on tools?" my answer would be "At least one job."



And then I may need another $500 worth of tools for another job next month. And the month after that, and ...

Heck, I currently use an Auto Enginuity scan tool, but one of the things I was seriously thinking of asking the driver is if we could work out a deal of some kind so I could get a Verus or Modis diagnostic unit. I don't know squat about either of them, so I would - of course - want to see and touch them and talk to someone knowledgeable about them.

But, as they say, clearly THAT ain't gonna happen now...

 

[Fedwrench]

Why would you want to buy something like the mini inductor that's not a snap on item from snap on anyway.

Snap on wants lots of new customers. However, they want them in medium sized dealerships and independent shops wherein a dealer stops for an hour and contacts several customers at one stop. Not one at a time spread out.

Find the closest medium sized shop to your place that has a snap on dealer servicing them. Meet him at that location and buy stuff.

There are lots of small independent shops without a snap on truck. A snap on dealers time equals money and he needs to make every stop count. The website has almost everything that a truck has including free shipping on orders under $500.

If you want snap on, buy it.

 

[MN4x4]

Why would you want to buy something like the mini inductor that's not a snap on item from snap on anyway.

Valid question!

It just happened to be the tool I needed at the time, and seemed like an opportunity to start a relationship with a driver by making a meaningful purchase - i.e. a ~$500 purchase versus a $100 one.

Clearly, though, I just don't understand SO...

 

[bsaint]

My matco guy stopped at my personal garage every Friday afternoon - maybe you could try another vendor?

 

[MN4x4]

My matco guy stopped at my personal garage every Friday afternoon - maybe you could try another vendor?

Yes, of course - and I most likely will. I still just can't comprehend the attitude I got from SO...

 

[bsaint]

Yes, of course - and I most likely will. I still just can't comprehend the attitude I got from SO...

Its fairly simple. They don't drive trucks worth a million bucks onto private property. Even if you spend 500 grand with your guy, if you're that guy from Ohio that shot dead that Snap-On guy, its not worth it in millions of dollars of legality to Snap-On.

I can comprehend why you can't fathom that. Even my mentally challenged sister can figure that one out.

 

[FMC1959]

There were many resolutions proposed that would work. But it sounds like you are looking more for an argument than a solution.

 

[MN4x4]

Its fairly simple. They don't drive trucks worth a million bucks onto private property. Even if you spend 500 grand with your guy, if you're that guy from Ohio that shot dead that Snap-On guy, its not worth it in millions of dollars of legality to Snap-On.

I can comprehend why you can't fathom that. Even my mentally challenged sister can figure that one out.

Ah, but now I think YOU are confused?

As stated in this very thread, they *DO* drive their trucks onto private property. Maybe not every driver, and maybe not every day - but their policies and enforcement seem inconsistent.

Thats what I have an issue with...

 

[mmack66]

The only "attitude" displayed in the email exchange came from you.

I don't see how they denied the opportunity for you to become a customer, since you're the one that took your ball and went home, and I didn't see where you rationally explained to the person at Snap-On that you would like to find out who the dealer was in your area, so that you could contact them about meeting them somewhere on their route.

I probably would have called them instead of playing some email game.

 

[T45]

Imagine youre trying to date a supermodel.

She gives you're her phone number and says 'call me'

you then get pissed that she didn't come over to your house and make you a sandwitch.

even tho she doesn't know you.

so you go online and call her ugly and unreasonable.

sounds like this story.

 

[MN4x4]

There were many resolutions proposed that would work. But it sounds like you are looking more for an argument than a solution.

Actually, I was LOOKING FOR answers to my questions. Mostly what I GOT was arguments from SO supporters, and I felt compelled to defend myself from the attacks. There were a LOT of assumptions made in responses that were just plain not accurate.

If you notice, though, I didn't claim to be prefect, nor did I claim that SO is doing anything illegal or whatever. I *DID* express my shock at their attitude- which CAUSED me to get frustrated and, yes, somewhat argumentative. I have taught customer service classes, and I'd argue that it would be enough to make MOST people respond in a negative manner.

Its my opinion that if companies aren't 'held up to the light' and challenged once in a while, they are the worse for it. That's all I'm doing here.

 

[Squashfest81]

You could always leave a few notes at local shops for the snapon dude. It could state simply... Hey snapon dude, I'm looking to spend a few bucks regularly. If interested call. Thanks,
That's what I'd do if I needed a truck.

 

[blown94conv]

Just out of curiousity, did the parts store seek you out, or did you go to a store, establish an account, and then they started delivering to you? Ask for a name from a regular shop, and begin a relationship. I used to meet my guy out on his route, and he would stop if I needed something. I knew he was in my area on Tuesday, and I would give him a call in the morning and say "I'll be home later, can you stop?" I am a backyard hack, so he didn't need to stop every week for me, and I always paid in full. I think maybe twice he couldn't, but usually did. Maybe I just had a really good guy.

There are a lot of guys that work out of home garages,are legitimate businesses and they will stop if you ask. But there are also a lot of illegimate garages out there that are here today, gone tomorrow.

 

[Squashfest81]

You've "taught" customer service classes?

 

[Toyota mechanic]

Actually, you are making a bad assumption. I get deliveries to my shop from BOTH Napa and O'Reilly's - always quickly and with a smile!

Just one more reason why I was so gob-smacked by SO's attitude?!

You are not missing anything. There came a time I stopped dealing with Snap-on! Might be a good idea you never start. That is my opinion, based on my dealings with them

 

[mmack66]

Actually, I was LOOKING FOR answers to my questions. Mostly what I GOT was arguments from SO supporters, and I felt compelled to defend myself from the attacks. There were a LOT of assumptions made in responses that were just plain not accurate.

If you notice, though, I didn't claim to be prefect, nor did I claim that SO is doing anything illegal or whatever. I *DID* express my shock at their attitude- which CAUSED me to get frustrated and, yes, somewhat argumentative. I have taught customer service classes, and I'd argue that it would be enough to make MOST people respond in a negative manner.

Its my opinion that if companies aren't 'held up to the light' and challenged once in a while, they are the worse for it. That's all I'm doing here.

But you haven't held Snap-On up to the light, and you certainly didn't challenge them in the slightest.

None of the responses they offered would have caused any rational person to lose their cool like you did.

 

[Hiball]

Actually, I was LOOKING FOR answers to my questions. Mostly what I GOT was arguments from SO supporters, and I felt compelled to defend myself from the attacks. There were a LOT of assumptions made in responses that were just plain not accurate.

If you notice, though, I didn't claim to be prefect, nor did I claim that SO is doing anything illegal or whatever. I *DID* express my shock at their attitude- which CAUSED me to get frustrated and, yes, somewhat argumentative. I have taught customer service classes, and I'd argue that it would be enough to make MOST people respond in a negative manner.

Its my opinion that if companies aren't 'held up to the light' and challenged once in a while, they are the worse for it. That's all I'm doing here.

My Goodness, just get the number for your local Snap on Dealer, tell him your interested in a item and ask him what would be the best way to meet up with him. I don't get the entire "Snap on doesn't want New Customers" routine simply because you couldn't get Elizabeth to violate franchise agreements. The dealers are just like any other business, they only get paid when they sell tools, I've had mine parked right out in front of the house.

High blood pressure Medicine?

 

[Mohawk Dave]

But you haven't held Snap-On up to the light, and you certainly didn't challenge them in the slightest.

None of the responses they offered would have caused any rational person to lose their cool like you did.

RATIONAL!!! WHAT THE HELL IS THAT!?!?!?!