Snap-On doesn't want new customers.

[Davefr]

I wonder if SO tries to push people to their online sales because they will get their full retail price?

No, I believe they're simply trying to route buyers to the most efficient sales channel for the buyer and dealer.

They're also trying to insulate their dealers from time wasting (ie low ROI) one-sy two-sy consumers who'd be better served online.

If I were a SO dealer I'd appreciate corp. for trying to shield me from the general public.

 

[Old Hawaiian]

Did I just hear the Craacck Phizzz of a beer opening?

 

[blatterjr]

They can certainly decide how they wish to do business, but does that make them right and me wrong?

Not at all, that just makes you incompatible. A little advice from your uncle Bob, don't get married to them.

 

[Hiball]

4 out of 100 people agree with him and he seems to believe this is a sharply divided debate.

This Makes me Laugh...

 

[MN4x4]

It's very obvious the OP has some serious entitlement issues.

4 out of 100 people agree with him and he seems to believe this is a sharply divided debate.

It's not, you're wrong, period.

First, you are entitled (get it?) to your opinion. There are certainly plenty of people who think I was wrong. I already admitted that I lashed out in frustration...

But what if YOU are wrong? First, your numbers a WAY off.

By my count there are around 30 responses that question the SO model or are sympathetic to my point. Regardless, I didn't expect to convert any diehard SO enthusiasts. I only wanted small shop owners to know how difficult and frustrating I found it to try to buy from SO.

Thanks for helping me make my point.

 

[MN4x4]

Not at all, that just makes you incompatible. A little advice from your uncle Bob, don't get married to them.

A well-reasoned argument, sir!

 

[Hiball]

First, you are entitled (get it?) to your opinion. There are certainly plenty of people who think I was wrong. I already admitted that I lashed out in frustration...

But what if YOU are wrong? First, your numbers a WAY off.

By my count there are around 30 responses that question the SO model or are sympathetic to my point. Regardless, I didn't expect to convert any diehard SO enthusiasts. I only wanted small shop owners to know how difficult and frustrating I found it to try to buy from SO.

Thanks for helping me make my point.

Its not about converting anybody, Obviously you felt the need to conduct business with Snap on, Or this thread would have never existed. I realize its hard for people to admit they where wrong on the Internet, Ive seen it thousands of times here at GJ (God knows im not perfect). Between Me and You.. Its easier to simply come out and say, You know what maybe I was wrong or in this case, Maybe i misunderstood the franchise agreement etc.. I see Tool trucks at all the Small shops, My buddy runs a small shop and has no problems. If you go thru the proper channels or simply take the time to physically speak with the local guy im sure all will well in the End.

 

[bobbycos]

In fact I am going to meet my Mac guy today to pick up a warranty socket and for kicks get the Mac logo socks,

But as stated I am meeting him on the route

Will give my Snap-on guy a ring and see him too.

Met with the Mac guy and bought a bit set and got two mini wrench holders free

Snap-on guy was home sick but returned my phone call, there is always next week

 

[Old Hawaiian]

This Makes me Laugh...

back to tool surfing I go.

In my old age I learned a few things. Here's four;

1) never argue with people who adamantly believe they can't be wrong

2) it's fun to watch my wife's facial expressions and frustrations while she waits for my responses to her words of wisdom.

3) when dealing with drunks - refer to #1

4) Keep the TV Remote close - Refer to #3

 

[MN4x4]

Wow...this got some traction.

I have a driver that comes to my house. When I move I might not be convenient enough for my driver, but I am sure he will still find a way to come to my house. It's all about the relationship.

THANK YOU!!!

This is a helpful response - and one which, BTW, I expected to read much earlier in this thread. There sure were a lot of people wasting their time to tell me I was wrong instead of answering my question weren't there?



Anyway, all I wanted to do when I contacted SO was BEGIN just such a relationship.

I understand the small business issues and have respect for other business people just like I'd like to be respected. I would gladly have met a driver somewhere on occasion so he didn't waste his time coming to see me until he got to know me. Heck, I wouldn't even WANT him to stop on a regular basis because I don't know that it would be justified?! But I WOULD like to know that I could call him, have him know recognize who I am, and agree to meet me somewhere (presumably somewhere he was already going) so I could get a wrench in a hurry if I needed one?

Until I contacted SO I didn't realize that that was such an apparently ridiculous request?

 

[Davefr]

THANK YOU!!!

I understand the small business issues and have respect for other business people just like I'd like to be respected. I would gladly have met a driver somewhere on occasion so he didn't waste his time coming to see me until he got to know me. Heck, I wouldn't even WANT him to stop on a regular basis because I don't know that it would be justified?! But I WOULD like to know that I could call him, have him know recognize who I am, and agree to meet me somewhere (presumably somewhere he was already going) so I could get a wrench in a hurry if I needed one?

Until I contacted SO I didn't realize that that was such an apparently ridiculous request?

No, the request isn't unreasonable. You're just going about it wrong. As has been repeated 100 times, just come across a local dealer, discuss your needs and see if you can form a buying relationship.

Don't expect SO Corp. to do it for you.

END OF STORY!!

 

[Old Hawaiian]

Originally Posted by Hpozzuoli
Wow...this got some traction.

I have a driver that comes to my house. When I move I might not be convenient enough for my driver, but I am sure he will still find a way to come to my house. It's all about the relationship.

Originally Posted by MN4x4
THANK YOU!!!

This is a helpful response - and one which, BTW, I expected to read much earlier in this thread. There sure were a lot of people wasting their time to tell me I was wrong instead of answering my question weren't there?

************* Question ************
Just curious about something.... Not trying to dig in here. Like I say I'm just curious.
*********************************

If you expected it - Then why didn't you bring it up.

 

[MN4x4]

Met with the Mac guy and bought a bit set and got two mini wrench holders free

SO - anybody know how to get ahold of the Mac driver for a specific area?

I really like the Macsimizer tool boxes. Maybe now is the time to buy one of those.

It should certainly start the relationship out right, huh?

 

[MN4x4]

Originally Posted by Hpozzuoli
Wow...this got some traction.

I have a driver that comes to my house. When I move I might not be convenient enough for my driver, but I am sure he will still find a way to come to my house. It's all about the relationship.

Originally Posted by MN4x4
THANK YOU!!!

This is a helpful response - and one which, BTW, I expected to read much earlier in this thread. There sure were a lot of people wasting their time to tell me I was wrong instead of answering my question weren't there?

************* Question ************
Just curious about something.... Not trying to dig in here. Like I say I'm just curious.
*********************************

If you expected it - Then why didn't you bring it up.

Was this directed at me? If so, I apologize that I don't know what you are asking? Please ask a different way and I'll try to give you an honest answer.

 

[LB-1911]

SO - anybody know how to get ahold of the Mac driver for a specific area?

I really like the Macsimizer tool boxes. Maybe now is the time to buy one of those.

It should certainly start the relationship out right, huh?

Call 800.MACTOOLS or email Mac Tools Customer Service with the following information:

Name
Automotive Shop Name
Full address of the shop where you work
City, State and Zip Code
Phone Number

http://www.mactools.com/en-us/customer-service/faq

 

[Old Hawaiian]

MN4X4 - Yup Sure was, but no worries here. You've answered my question.

A bit of advice.. don't rush out to the new tool truck. Give things time to settle. Might even get free stuff while you're building a new and good relationship with the new tool person.

 

[jd_1138]

SO has franchise agreements and liability issues to think of. You can't please everyone.

 

[Old Hawaiian]

Crack Phizzz Gulp Gulp

Ah, so many beers and so little time to enjoy them all.....

 

[jd_1138]

Earlier in this thread I was accused of being 'entitled', but how do my desires make me any different from SO? I wanted to do business in a certain manner (face-to-face) and not via mail order. SO (summarized) only wants to do business at an arms length unless you work in a dealership. If I was acting 'entitled' by wanting to shop on a truck, they are acting equally 'entitled' by telling me that I have to shop their way or not at all.

They can certainly decide how they wish to do business, but does that make them right and me wrong?

You are not "wrong", per sey, so don't get offended by them not wanting to come to your house. Doesn't mean you are wrong. It's a business. They go to shops because there are 5 to 10 techs there who buy stuff. If they spend an extra 30-60 minutes to divert their route to go to your house, that's 30-60 minutes less the driver has to go to larger shops and also more fuel (those trucks get lousy gas mileage). And that's 30-60 minutes less time he has to himself when he gets home.

There's a guy on here who just started a tool truck business, and he says he has to work like 14 hours a day -- stocking, ordering, driving the route, etc..

The Safety-Kleen fella and the fluids recyler guy used to come to my dad's home shop. He rebuilt trannies in the backyard shop.

 

[SKAutomotive]

First, you are entitled (get it?) to your opinion. There are certainly plenty of people who think I was wrong. I already admitted that I lashed out in frustration...

But what if YOU are wrong? First, your numbers a WAY off.

By my count there are around 30 responses that question the SO model or are sympathetic to my point. Regardless, I didn't expect to convert any diehard SO enthusiasts. I only wanted small shop owners to know how difficult and frustrating I found it to try to buy from SO.

Thanks for helping me make my point.

You knew the SO model before you called them, if you didn't you should consider moving out of the rock you live under.

So doesn't stop by my house either. Trucks service businesses and business areas. You aren't in a business area and yet you think that the SO rep is going to say anything outside of their policy and then you threaten to take your business elsewhere.

First of all, what business? You haven't bought **** at this point.

Second of all, ever think about getting off your lazy *** and talking to the driver, and not some anonymous voice on a phone who neither dictates policy nor has the ability to go outside of the confines of their job?

You are an entitled punk. You want the world to change and bend to you in your specific situation and then when it didn't you stomped your feet.

Go do the following:

- Call Mac and ask the customer service rep to send a truck to your residential address.
- Call Matco and ask the customer service rep to send a truck to your residential address.
- Call Matco and ask the customer service rep to send a truck to your residential address.
- Call Sears and ask them to deliver tools to you.
- Call Harbor Freight and ask them to deliver tools to you.

When you come back with your 5 no answers, will you face reality finally?

You are a nobody in this world, and especially to SO, you haven't spent a dime, you haven't built any relationship with them, and you run a business outside of your shed for all they know. But hey, I am going to call General Mills tomorrow and ask if they will sell me my sons favorite cereal at the price they sell it to Walmart and ask if they deliver.

 

[Hiball]

You knew the SO model before you called them, if you didn't you should consider moving out of the rock you live under.

So doesn't stop by my house either. Trucks service businesses and business areas. You aren't in a business area and yet you think that the SO rep is going to say anything outside of their policy and then you threaten to take your business elsewhere.

First of all, what business? You haven't bought **** at this point.

Second of all, ever think about getting off your lazy *** and talking to the driver, and not some anonymous voice on a phone who neither dictates policy nor has the ability to go outside of the confines of their job?

You are an entitled punk. You want the world to change and bend to you in your specific situation and then when it didn't you stomped your feet.

Go do the following:

- Call Mac and ask the customer service rep to send a truck to your residential address.
- Call Matco and ask the customer service rep to send a truck to your residential address.
- Call Matco and ask the customer service rep to send a truck to your residential address.
- Call Sears and ask them to deliver tools to you.
- Call Harbor Freight and ask them to deliver tools to you.

When you come back with your 5 no answers, will you face reality finally?

You are a nobody in this world, and especially to SO, you haven't spent a dime, you haven't built any relationship with them, and you run a business outside of your shed for all they know. But hey, I am going to call General Mills tomorrow and ask if they will sell me my sons favorite cereal at the price they sell it to Walmart and ask if they deliver.

Mmm.. I like cereal, Let me know what they Say.

 

[Old Hawaiian]

Mmm.. I like cereal, Let me know what they Say.

Frosted Flakes and Raisin Bran with banana's

Hey, New Topic Thread???

"What's Your Favorite Cereal and where do you get it from?"

 

[ABADWILLYS]

Too freekin funny! OP's ******* all in a bunch

Sorry Pal but you handled it all wrong! just like the majority of the people here are telling you so!
Grow up, Grow some balls, get off the interweb and take care of business instead of bitchin
about it on here!

 

[MN4x4]

Found a great quote for this thread:

"Your most unhappy customers (or potential customers) are your greatest source of opportunity."

 

[Hiball]

Found a great quote for this thread:

"Your most unhappy customers (or potential customers) are your greatest source of opportunity."

So just so we are Clear, You want Snap on change up there franchise agreement, simply because you can't follow the proper channels? Oh!! Let's not forget because you are unhappy.



Your not helping your case here..

 

[MN4x4]

Call 800.MACTOOLS or email Mac Tools Customer Service with the following information:

Name
Automotive Shop Name
Full address of the shop where you work
City, State and Zip Code
Phone Number

http://www.mactools.com/en-us/customer-service/faq

Thank you for that link. I was aware of it, but I didn't know if there was a better option?

I filled out the form and asked for the same contact info for the local driver. Essentially the same thing I requested from SO.

I'll report my experience back here once I hear back from Mac - which I assume won't be until Monday now due to the time.

 

[MN4x4]

So just so we are Clear, You want Snap on change up there franchise agreement, simply because you can't follow the proper channels? Oh!! Let's not forget because you are unhappy.

Hiball:

Unlike some of the 'let's tell him how wrong he is" posts, I really enjoy your perspective and find you to be a valuable source of info and commentary. I may not comment on it much, but I ALWAYS try to completely read your posts when I come across them in a thread.

That's why Im confused how you came up with "just so we are Clear, You want Snap on (to) change up there franchise agreement, simply because you can't follow the proper channels?"

NO! I didn't ask SO to change anything?! I only wanted the contact info for a driver so I could spend some money.

Did you understand something different? Was I *THAT* unclear?

 

[Bigblue&Goldie]

I'll report my experience back here once I hear back from Mac - which I assume won't be until Monday now due to the time.

If they don't come to your house are you going to start another thread about how ****** Mac's customer service is?

 

[Hiball]

Hiball:

Unlike some of the 'let's tell him how wrong he is" posts, I really enjoy your perspective and find you to be a valuable source of info and commentary. I may not comment on it much, but I ALWAYS try to completely read your posts when I come across them in a thread.

That's why Im confused how you came up with "just so we are Clear, You want Snap on (to) change up there franchise agreement, simply because you can't follow the proper channels?"

NO! I didn't ask SO to change anything?! I only wanted the contact info for a driver so I could spend some money.

Did you understand something different? Was I *THAT* unclear?

Where the problem lies, is that you indicated you wanted driver service at a residential location, once you opened up that can of worms, customer service acted accordingly. I'm not trying to be a ***, but this it not that big of a deal, there are numerous ways to work around this. The easiest would be to simply bend the truth on the online dealer locator and wait for a call or as many others have suggested simply Google Snap on dealer for your area or call your local Auto Dealer/Chain shop and Retrieve the number yourself. I promise you.. They will sell you tools if that is what you want.

Maybe give your address/zipCode and more than likely someone here can assist, I'd be willing to bet Mac/Matco has the same policy if you desire residential service.

 

[fivespdcat]

While the OP might have gotten a little irate it was definitely snapon handling it very badly. No response after two days is also very telling and as it went through multiple people was almost certainly a bosses' decision. The correct way would be for snapon to ask for a # and call. At the very least they should've assigned a point person. My guess, they don't need the business.

Pete

In my opinion, which is based in corporate management of customer service, this email got escalated as soon as the OP reacted. This is probably in the management inbox awaiting responses. There was a threat and SO will most likely react at a higher level than just a rep. It's also possible that SO uses a contract house for their customer service and their reading fro. A script. I would expect a response next week from someone at SO corporate. However, I would expect this to meet the OPs expectation. They will not modify their franchise agreements here, but a driver would most likely be willing to take his money, but they aren't going to change a legal document to make it happen.

You basically have three options:

1. Meet up the driver, buy what you want
2. Choose not to buy from SO
3. Complain here, and no, I don't think you're reaction was warranted, but you are entitled to your own opinion.

Looks like you're going for 2 & 3.

 

[Tellingthem]

I would just hope that after all of this people will at least try to be nice to the customer service agents. Sometimes clarifying what you are asking can be much more helpful than just getting angry. While you may think you are asking a clear question they may not. And maybe the agent did make a bit of an assumption, immediately escalating the situation did not help anything.

Seriously I think everyone should have to work a customer service job just to get an idea of what it is like.

 

[90zcar]

Can someone tell me if the mcrib sandwich is real? Someone told me it's not. I find that hard to believe.



Sent from my iPhone 5s using Tapatalk

 

[BFHtime]

While I am not involved in this at all, owning no SO tools or anything of the nature, I have to disagree here.
SO has a reputation. You sought them out and wanted to find them. YOU made it your job. They tried to give you an option (albeit, not the best one but they did try) of becoming a new customer by calling to order.

There is no reason for them to connect you to a tool truck, and as many people have stated there are several reasons not to. I'm not saying you're wrong for being upset with the Customer Service, but I think you got very aggressive in the emails over something that they aren't going to be terribly concerned about. There are many, many other customers willing to pay top dollar to them. Does every dollar count? Surely. But they will make up the sales elsewhere.
Big companies don't have to be concerned about every single sale like many smaller companies will have to do to survive. If you want a good relationship with a company, YOU have to build it. As many people in this thread have done.

Each franchise, that is owned by a franchisee, is the franchisee's business. It is a small business. In a small business model each customer is important. It is the multiple customers that essentially make up the business. Good customer service and a quality product is what makes the business work, otherwise people would not be willing to do business with the franchisees. Most businesses value their customers, because without the customers the business will not be continue.

I see there are a good number of people on here that have not attempted to try to get the information, that the OP requested from Snap-On. Try it and see how it goes, not fun.

 

[MN4x4]

For those of you who think I'm an a-hole, here's a story that JUST happened. The timing couldn't have been more appropriate. And I know it won't change anyone's opinion, but it might provide a different perspective...

I had two issue with Amazon in the last week. One involved the infamous Dewalt cut-off wheel deal, and the other involved a package that arrived today damaged and with only one of two items inside.

When I ordered the Dewalt cut-off wheels I received ONE, instead of the 25 that I should have received. I contacted Amazon CS via chat and was promised a replacement order that would be right. Well, I got the replacement order and it wasn't.



I contacted Amazon CS via chat - again - and was offered a refund. I pushed for a better resolution, and the CS person suggested that I email Jeff Bezoes directly. I have never escalated an issue like that, but he told me to, so I did.

About 24 hours later I received a phone call from a person in Amazon's executive office. She requested time to research the problem, which of course I agreed to give her. She was unbelievably apologetic, and was kind of relieved when I joked with her about it instead of complaining or bitching. Despite what some of you think, that's actually NOT my style. Well, at least not unless I'm forced into it...

Anyway, I explained my case and the fact that if there was a genuine mistake I would be disappointed, but not upset. I also made it clear that they needed to understand that they had a problem that hadn't been fixed in DAYS and that they might end up alienating customers and never know about it, since not everyone is going to be as tenacious as me.

The next day I received the follow-up call from the same person who, again, apologized profusely. She thanked me for letting them know about the issue - which had STILL not been resolved. Not only did she process a no-charge order for the missing discs, but she gave me her personal number and thanked me for being such a reasonable and understanding customer.

I know - hard to beleive, huh?



The item that arrived today with the package broken open reminded me to contact her again since I hadn't received the missing discs. So I called.

She had been in training for the last two days and wasn't aware that a system glitch had caused the discs not to ship. I could have been mad, I guess, but I wasn't because she had made a genuine effort to help me and 'sh1t' happened. I just laughed. This time she stayed with me on the phone while she emailed and IM'd colleagues to get this resolved. While she was doing that I mentioned the shipment that was missing pieces and she took care of that as well.

Then, once we had an order and tracking number for the replacement itmes and everything was handled, she told me that I had been her BEST CUSTOMER all week and gave me a $100 gift card!!!



So why did I post this? NO, not to brag...although it *was* kind of a 'you ****' moment, huh?

I haven't had the kind of negative experience with other companies that I had with SO. I posted this story to show that I *KNOW* how customer service works, and I know how to get things handled.

What I DON'T know, apparently, is how to get a drivers name from SO...

 

[logical]

My milkman is exactly the same way..... some BS about grocery stores and profit and other nonsense. I mean I don't drink milk or anything like that but would it kill him to stop by every morning and see if I was low on cream cheese???

 

[redwrench60]

I wonder how many calls Snap-On gets a day from entitled people who get all pissy when they won't immediately dispatch a dealer out to their "home shop"

Those reps were polite and tried every way they are allowed to help you out but you just got belligerent and snooty with them. I bet by now they have their eye roll perfected.

 

[Hiball]

I see there are a good number of people on here that have not attempted to try to get the information, that the OP requested from Snap-On. Try it and see how it goes, not fun.

I have to question, Has the Internet dumbed people down in regards to simple problem solving? Nothing really surprises me anymore in regards to GJ threads, but this thread seems really odd to me. I live in a small town that only see's a snap on dealer once or twice a week on average, I'm almost 100% sure I received my dealers number via customer service. I know in the past I have also ascessertained Cornwell dealers numbers via there customer service (albeit different as they don't sell outside there dealers) and even passed those unicorn numbers out to a handful of members.

 

[Buckgnarly]

For those of you who think I'm an a-hole, here's a story that JUST happened. The timing couldn't have been more appropriate. And I know it won't change anyone's opinion, but it might provide a different perspective...

I had two issue with Amazon in the last week. One involved the infamous Dewalt cut-off wheel deal, and the other involved a package that arrived today damaged and with only one of two items inside.

When I ordered the Dewalt cut-off wheels I received ONE, instead of the 25 that I should have received. I contacted Amazon CS via chat and was promised a replacement order that would be right. Well, I got the replacement order and it wasn't.



I contacted Amazon CS via chat - again - and was offered a refund. I pushed for a better resolution, and the CS person suggested that I email Jeff Bezoes directly. I have never escalated an issue like that, but he told me to, so I did.

About 24 hours later I received a phone call from a person in Amazon's executive office. She requested time to research the problem, which of course I agreed to give her. She was unbelievably apologetic, and was kind of relieved when I joked with her about it instead of complaining or bitching. Despite what some of you think, that's actually NOT my style. Well, at least not unless I'm forced into it...

Anyway, I explained my case and the fact that if there was a genuine mistake I would be disappointed, but not upset. I also made it clear that they needed to understand that they had a problem that hadn't been fixed in DAYS and that they might end up alienating customers and never know about it, since not everyone is going to be as tenacious as me.

The next day I received the follow-up call from the same person who, again, apologized profusely. She thanked me for letting them know about the issue - which had STILL not been resolved. Not only did she process a no-charge order for the missing discs, but she gave me her personal number and thanked me for being such a reasonable and understanding customer.

I know - hard to beleive, huh?



The item that arrived today with the package broken open reminded me to contact her again since I hadn't received the missing discs. So I called.

She had been in training for the last two days and wasn't aware that a system glitch had caused the discs not to ship. I could have been mad, I guess, but I wasn't because she had made a genuine effort to help me and 'sh1t' happened. I just laughed. This time she stayed with me on the phone while she emailed and IM'd colleagues to get this resolved. While she was doing that I mentioned the shipment that was missing pieces and she took care of that as well.

Then, once we had an order and tracking number for the replacement itmes and everything was handled, she told me that I had been her BEST CUSTOMER all week and gave me a $100 gift card!!!



So why did I post this? NO, not to brag...although it *was* kind of a 'you ****' moment, huh?

I haven't had the kind of negative experience with other companies that I had with SO. I posted this story to show that I *KNOW* how customer service works, and I know how to get things handled.

What I DON'T know, apparently, is how to get a drivers name from SO...

What next, unicorns delivered your items......

Yet again here on GJ, I have to go get my boots it's getting sooo deep in here....

 

[SKAutomotive]

I wonder how many calls Snap-On gets a day from entitled people who get all pissy when they won't immediately dispatch a dealer out to their "home shop"

Those reps were polite and tried every way they are allowed to help you out but you just got belligerent and snooty with them. I bet by now they have their eye roll perfected.

 

[gsingh]

Anybody else remember when Garage Journal was a place that discussed tools and garage related topics? It seems anymore all we get is people bitching about Snap On, Sears, etc.

pepperidge farm does