Snap-On doesn't want new customers.

[SKAutomotive]

That absolutely is not the gospel based off my experience.

Same. I needed to get in touch with my dealer on my vacation week to update my card info since I lost my wallet and phone. Called up customer service explained to them the situation and they gave me his business number and told me they too would reach out to him.

Then again, I DO spend 100s a month with them if not more and don't just claim I will after denying to finish a transaction in a rant of childish proportions.

 

[Skin]

That absolutely is not the gospel based off my personal experience, unless things have changed within the last 2-3 years.

It is in mine. I was informed it was policy to not hand out dealer numbers via their CSRs during a new customer request (first contact). They'd kindly pass information to local dealers for you but the only way to get a dealers number is either by local word of mouth or having a dealer contact you through a request. Dealers have access to a network as well but even they aren't suppose to hand contact info out.

I imagine this has something to do with Snap-On enforcing their rule about franchises stopping at pre-approved locations.

 

[rsanter]

Do you have a regular job? If so you can have the driver stop by your place of work and sell stuff there.
That's what I do

Bob

 

[redwrench60]

Snap-On has never targeted or marketed to hobbyists or "home shops" even though individual dealers have relationships with these customers it's always on the dealers terms and at their descretion. Snap-On corporate is under no obligation to force these type of transactions or relationships on their dealers even if they serve the area. Snap-On has always focused their efforts on professional repair shops with a commercial address on an established route. Sure there are exceptions but acting like a demanding little snot won't win you any friends, or help you be one of these exceptions.

Remember: you catch more bees with honey than you do vinegar.

 

[wild cowboy]

Just like to add.. This is "part" of the reason why guys that won't buy snap on - don't.. You are expected to pay a 33% mark up on all tools purchased (even online), which is meant to cover the drivers take and door service

if you think Snap-On only has a 33% markup, you are on as much Kool-Aid as OP, just a different flavor!

 

[Skin]

if you think Snap-On only has a 33% markup, you are on as much Kool-Aid as OP, just a different flavor!

For franchises its actually about 20%. Regardless of what you think about their tool prices they aren't raking in cash hand over fist. Their level of fit and finish + quality costs extra time and money.

 

[OutsideMachinist]

pepperidge farm does

 

[SKAutomotive]

Snap-On has never targeted or marketed to hobbyists or "home shops" even though individual dealers have relationships with these customers it's always on the dealers terms and at their descretion. Snap-On corporate is under no obligation to force these type of transactions or relationships on their dealers even if they serve the area. Snap-On has always focused their efforts on professional repair shops with a commercial address on an established route. Sure there are exceptions but acting like a demanding little snot won't win you any friends, or help you be one of these exceptions.

Remember: you catch more bees with honey than you do vinegar.

Are you sure?

You positive they don't go for that market? I mean Craftsman advertises all the time on regular TV and hobbyists magazines just like Snap--oh wait, nope never see that with SO. It's almost like they don't feel like it is a lucrative market for them.

I never understand why the DIYers/Hobbyist get so upset by this. I mean I do not deny your right to seek out the products you want and to own these brands, but most of the hobbyists and DIYers I see with SO tools put them in their showroom to look at. While the ones who wrench and **** on their own stuff usually have Craftsman or equivalent.

I will tell you one thing for sure, if I was a DIYer/Hobbyist or just did this work on the side. Everything I own would say Craftsman.

 

[BFHtime]

Its not the way it works. They don't give contact numbers for dealers out to anyone. They send your request to a local dealer then that dealer gets in touch with you.
QUOTE]

This has been my experience. But they did not give my contact information to a driver. They were not helpful at all. I talked to a mechanic at a local dealership as I was getting some parts and he gave me the driver's name and number.

 

[wild cowboy]

For franchises its actually about 20%. Regardless of what you think about their tool prices they aren't raking in cash hand over fist. Their level of fit and finish + quality costs extra time and money.

the franchisees might be making 20% profit net, depending on how efficiently they run their truck, but if you think a $100 ratchet costs the driver $80 on the order sheet, you need to put down the crack pipe!

 

[Plumcrazy]

Just read this whole thread. I own a lot of Snap On tools. I like them very much but I would not consider myself a SO advocate. I am not 100% sure about this but I beleive that SO drivers do not have "areas" or geographic zones they are responsible for. They just have stops. Does that make sense? Reason I say this is that the SO corporate person you exchange emails with may not have been able to tell you who covers your area. There could be 6. If she gave you the name of one what would the other guys say?
I fully agree with some of the previous recommendations that you simply visit a couple of shops in your area. Ask them if they like their dealer. If they do give the guy a shot. I have had 2 dealers that were absolutly horrible to deal with. One got his franchise revoked and the other guy just disappeared one day, probably died of liver failure if you know what I mean. The rest however have been great work with. One delivered a replacement for a broken hydraulic flaring die to my home ON A SATURDAY! His profit? $0.00. Why? Because he knew I needed it and he valued my business.
SO corporate would be happy to sell you anything via their website. You don't want to go that route and with your thinking of switching to their Modis scanner I don't blame you. I too would really want to see, touch, and play with a tool like that before I made that kind of financial commitment to it. I guess you gotta start somewhere
I also think you may be over reacting a little bit with corporate. I'm sure they didn't reply to your e mail just to piss you off.
Good luck

 

[mmack66]

"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..."

That generally happens when you basically tell someone to go **** themselves, and to also remove you from their mailing list.

 

[Hiball]

It is in mine. I was informed it was policy to not hand out dealer numbers via their CSRs during a new customer request (first contact). They'd kindly pass information to local dealers for you but the only way to get a dealers number is either by local word of mouth or having a dealer contact you through a request. Dealers have access to a network as well but even they aren't suppose to hand contact info out.

I imagine this has something to do with Snap-On enforcing their rule about franchises stopping at pre-approved locations.

Dunno, All I know is when I needed a number the customer service lady took my Zip code, and gave me the phone # for the nearest dealer which is based out of High Hill, Mo. I clearly remember us having a conversation about any dealers in Columbia Mo, knowing I've seen a big snap on school bus there. I was informed that the rep out of HighHill was in charge of Mexico, Mo.

 

[90zcar]

But I'm curious tho which came first the chicken or the egg


Sent from my iPhone 5s using Tapatalk

 

[panknuckshovel]

This has really garnered 215 posts?

 

[redwrench60]

Are you sure?

You positive they don't go for that market? I mean Craftsman advertises all the time on regular TV and hobbyists magazines just like Snap--oh wait, nope never see that with SO. It's almost like they don't feel like it is a lucrative market for them.

I never understand why the DIYers/Hobbyist get so upset by this. I mean I do not deny your right to seek out the products you want and to own these brands, but most of the hobbyists and DIYers I see with SO tools put them in their showroom to look at. While the ones who wrench and **** on their own stuff usually have Craftsman or equivalent.

I will tell you one thing for sure, if I was a DIYer/Hobbyist or just did this work on the side. Everything I own would say Craftsman.

Until I joined this site I had no idea so many non pros bought or had even heard of Snap-On or other truck brands. I'm like you, if I wasn't using these tools all day every day year after year I wouldn't have half the **** I have and it damn sure wouldn't be even 25% Snap-On.

Some people just can't seem to understand they're not in Snap-On's target audience and get all high and mighty when they find out they're not going to get a dealer right out to give them a cup of hot chocolate and a reach around.

 

[mmack66]

More like 217.

 

[dsimatt]

Snap-On has never targeted or marketed to hobbyists or "home shops" even though individual dealers have relationships with these customers it's always on the dealers terms and at their descretion. Snap-On corporate is under no obligation to force these type of transactions or relationships on their dealers even if they serve the area. Snap-On has always focused their efforts on professional repair shops with a commercial address on an established route. Sure there are exceptions but acting like a demanding little snot won't win you any friends, or help you be one of these exceptions.

Remember: you catch more bees with honey than you do vinegar.

Their business model is like grainger and other "professional" businesses that yeah they would love to sell to everyone and cater to everyones needs but they are very good at taking care of their main customer base and those are people working in shops.

Theres 12 guys at my work, my SO dealer has a chevy dealership he stops at that has 30+ guys and can sell thousands at just that one stop, versus wasting his time going to houses that someone may be there and may buy something. SO has their website for people that aren't on a route looking to buy or you can find a drive and work out something with him but at the end of the day theres a reason they do what they do.

 

[pl_silverado]

It is in mine. I was informed it was policy to not hand out dealer numbers via their CSRs during a new customer request (first contact). They'd kindly pass information to local dealers for you but the only way to get a dealers number is either by local word of mouth or having a dealer contact you through a request. Dealers have access to a network as well but even they aren't suppose to hand contact info out.

I imagine this has something to do with Snap-On enforcing their rule about franchises stopping at pre-approved locations.

This is 100% correct. Unfortunately passing your number on is just a single computer generated email that is easy to miss (i think most dealers ignore them) amongst the other hundreds of daily emails.

You best bet is to find the local dealer, or stop by a shop and ask for his phone number.

 

[redwrench60]

Their business model is like grainger and other "professional" businesses that yeah they would love to sell to everyone and cater to everyones needs but they are very good at taking care of their main customer base and those are people working in shops.

Theres 12 guys at my work, my SO dealer has a chevy dealership he stops at that has 30+ guys and can sell thousands at just that one stop, versus wasting his time going to houses that someone may be there and may buy something. SO has their website for people that aren't on a route looking to buy or you can find a drive and work out something with him but at the end of the day theres a reason they do what they do.

You got it. On Wednesdays my Snap-On dealer spends ALL DAY on one section of the same street selling to and servicing customers. He does have a few individual customers that meet him on his stops.

 

[rpsurfr]

Ive been looking for a driver near me. I sent request to them to link me to one. I will be happy to go to him, and I am in the market for more than 500 bucks of stuff. I would say I tend to be a guy who buys every 90 days or so, but since he is not around all the time the sale is bigger.
I had a great older guy who retired. Now I see lots of young guys- I refuse to chase the truck to try to find someone to sell me expensive tools

 

[MN4x4]

Since you said you copied your emails word for word I would like you to highlight where you asked for contact information for the truck driver in your area, good luck.

OK, I screwed up ... but perhaps not like you think?

I did indeed copy their emails word for word. I just went back to highlight the information you asked about

BUT...

IT'S NOT THERE! I just realized that my initial contact with them - where I sent my name, address, request to contact a driver, etc. - is MISSING! It doesn't show up anywhere as a part of my post.

I used their web form to initiate the contact, but that contact and the information it contained isn't included in what I posted. It wasn't left out intentionally, but it obviously changes the 'flavor' of the original post. I was so frustrated by their response that I just missed that that information wasn't there. Sorry!

As far as I know I can't recover the information on the form, or I would post it here (without personal information, of course). I've left myself open to (and received) plenty of less-than-positive comments, so I have no reason to hide that part. I just didn't realize that it wasn't there, and I apologize for inadvertently leaving out part of the story...

 

[dsimatt]

You got it. On Wednesdays my Snap-On dealer spends ALL DAY on one section of the same street selling to and servicing customers. He does have a few individual customers that meet him on his stops.

He is at our shop usually 10-40 minutes, that shop its usually 3-4 hours, he had a pile of the new cordless impacts a few weeks ago and a pile of jackets so i asked what it was about and the guys there made him a deal and he sold 10 of the impacts in one stop and threw in the jackets.

I was talking to him and SO is looking into having a couple guys per truck so that these bigger shops they can move thru them and service the guys better so they aren't stuck at one place all day.

 

[kctyphoon]

if you think Snap-On only has a 33% markup, you are on as much Kool-Aid as OP, just a different flavor!

That number came from a dealer that owned his own truck and route, and was passing on info about how his side of the business works.. And 33% mark up on a ratchet selling for $100, would put cost at about $66.66 ( not $80) if he were only buying one, I'm sure bulk purchases and promotions can lower the price more - but it's also up to the driver to pass those promotions along to the customers. I'm sure some do, and some don't. Your driver is not paying $33 for the same ratchet he's selling you for $100.. These people don't make as much as you might think, which is why some people see routes changing owners all the time. I was also told that the drivers are responsible for paying shipping on any warranty items, which is one reason why some guys won't warranty items if you are not buying from him personally.

 

[redwrench60]

I think the OP is beginning to realize how this thread came across to the rest of us.

 

[MN4x4]

<snip> I am not 100% sure about this but I beleive that SO drivers do not have "areas" or geographic zones they are responsible for. They just have stops. Does that make sense? Reason I say this is that the SO corporate person you exchange emails with may not have been able to tell you who covers your area. There could be 6. If she gave you the name of one what would the other guys say?

If that's the case it makes a LOT of sense. But how do they handle new customers? Is there a lottery? First 'dibs'? Interesting business model...

Great story about the Saturday visit, BTW! I wouldn't EVER expect that level of service (even though I've been accused of being an 'entitled brat' I think it was?) but it sure would be nice to be able to MEET the SO man wherever he is if I needed something urgently. It would be very rare (if at all) but that's part of the relationship I was hoping to establish.

And yes, I've already admitted that I probably over-reacted. I could have edited that part out and received a lot fewer personal attacks, but I wanted to 'tell it like it happened'. If I'm gonna post something unfavorable about an incident, I will post honestly. I am a big boy and I'll just ignore the haters.

People like you with a reasoned response - even if it doesn't totally take my side - are greatly appreciated. Thanks for posting!

 

[MN4x4]

I think the OP is beginning to realize how this thread came across to the rest of us.

Absolutely!

I didn't realize that that information was missing. It changes a lot, but still doesn't negate my questions - does it?

 

[redwrench60]

Absolutely!

I didn't realize that that information was missing. It changes a lot, but still doesn't negate my questions - does it?

Your questions are reasonable but your expectations are skewed.

 

[Askme42]

Holy cow this thread hasn't died yet?

 

[90zcar]

Who's on third?


Sent from my iPhone 5s using Tapatalk

 

[MN4x4]

Your questions are reasonable but your expectations are skewed.

Not trying to be argumentative, just trying to understand:

What expectations do I have that are skewed?

My only expectation was to be put in touch with a driver that I could begin to develop a relationship with. Did you think it was something else?

Edit:

Another honest question:

Do you think it was skewed for me to want to be put in touch with a driver? I absolutely can't spend thousands a month on tools, but several hundred is not unreasonable. I assumed (yeah, I know!) that that amount would be enough to allow me to step onto a truck if he was already nearby? Am I so far removed from SO reality that this is a skewed expectation?

BTW, thank you in advance for your responses. I am REALLY learning a lot about SO's business practices here!

 

[redwrench60]

Not trying to be argumentative, just trying to understand:

What expectations do I have that are skewed?

My only expectation was to be put in touch with a driver that I could begin to develop a relationship with. Did you think it was something else?

No arguement here, just discussion. Before your questions can be answered my question is this: Where do you plan on going from here? What I mean is would you still like to be put into contact with a local dealer that you can form a relationship with? Or do you intend to stick to your guns and never spend a dime with those bastards? Because if that's the case then all this conversation is like shitting in the creek with your *** pointed upstream.

 

[Askme42]

I'm nothing but a weekend home mechanic and a crappy one at that. Yet I have the phone number of multiple snap on drivers. Every one I have ever seen has their name and number on the side of the truck. Keep your eyes peeled they are pretty easy to spot. Big white truck or school bus with snap on on the side.

 

[MN4x4]

No arguement here, just discussion. Before your questions can be answered my question is this: Where do you plan on going from here? What I mean is would you still like to be put into contact with a local dealer that you can form a relationship with? Or do you intend to stick to your guns and never spend a dime with those bastards? Because if that's the case then all this conversation is like shitting in the creek with your *** pointed upstream.

Great analogy, redwrench! And a valid question.

I keep posting because I want to understand more, not because I love personal attacks. I'd like to think that something positive will come out of this thread.

To answer your question - I am honestly trying to decide. Really. Here's BOTH answers:

No. If it's going to be a hassle to spend a lot of money for high-end product, then no. If SO doesn't want business from people like me - and by that I mean I don't fit their business model, NOT that I am copping an attitude - then obviously I wouldn't want to do business with them in return. It wouldn't make sense, and neither of us would be happy.

i admit that until I posted here I would never have considered this to be a possibility - AT ALL - but I admit I'm learning a LOT about SO!

Second answer:

Yes. If - based on MY business model, i.e $500 per month for tools - SO is willing to encourage me to step on a truck and I can find a driver with whom to establish a relationship, then probably yes. I don't want or need regular stops. If I can seek him out when I need something, pay in cash, and be on my way...I'd think that would be a good relationship?

I admit I started this post out of frustration. It was unfathomable to me that a tool company wouldn't want my money. But, like I said, I'm learning a LOT here, Hopefully other people are as well....

 

[Toyota mechanic]

To the OP

1) Snap-on is just another great tool company
2)You don't need to buy from them, if you already think they are not going to be as you expect... Unlike the others here, I am not going to criticize your expectations, but will say perhaps skipping S.O. is your best idea. You may get better service from NAPA or Fastenal
3)With Snap-on, there is such a 'sickness' of its' fans!!! Do you really want to become a Snap-on customer with a ton invested; that will repeatedly smack a guy in the nuts, over and over............ If dare you say anything about the company that isn't favorable?

THERE IS NO NEED FOR THE ONGOING BASHING OF THE OP! Regardless if you agree or not, he had his opinion, and was considering spending a great sum of money with the company.

I never had a good Snap-on dealer, and dealing with corporate is hit or miss. I no longer invest in Snap-on, and don't feel any pain! lol

The pain you all are trying to inflict on this guy is sad.

 

[MN4x4]

To the OP

1) Snap-on is just another great tool company
2)You don't need to buy from them, if you already think they are not going to be as you expect... Unlike the others here, I am not going to criticize your expectations, but will say perhaps skipping S.O. is your best idea. You may get better service from NAPA or Fastenal
3)With Snap-on, there is such a 'sickness' of its' fans!!! Do you really want to become a Snap-on customer with a ton invested; that will repeatedly smack a guy in the nuts, over and over............ If dare you say anything about the company that isn't favorable?

THERE IS NO NEED FOR THE ONGOING BASHING OF THE OP! Regardless if you agree or not, he had his opinion, and was considering spending a great sum of money with the company.

I never had a good Snap-on dealer, and dealing with corporate is hit or miss. I no longer invest in Snap-on, and don't feel any pain! lol

The pain you all are trying to inflict on this guy is sad.

Thank you!

 

[Hiball]

As weird as this place is sometimes I must admit some of the threads just simply make me laugh...

 

[SKAutomotive]

To the OP

1) Snap-on is just another great tool company
2)You don't need to buy from them, if you already think they are not going to be as you expect... Unlike the others here, I am not going to criticize your expectations, but will say perhaps skipping S.O. is your best idea. You may get better service from NAPA or Fastenal
3)With Snap-on, there is such a 'sickness' of its' fans!!! Do you really want to become a Snap-on customer with a ton invested; that will repeatedly smack a guy in the nuts, over and over............ If dare you say anything about the company that isn't favorable?

THERE IS NO NEED FOR THE ONGOING BASHING OF THE OP! Regardless if you agree or not, he had his opinion, and was considering spending a great sum of money with the company.

I never had a good Snap-on dealer, and dealing with corporate is hit or miss. I no longer invest in Snap-on, and don't feel any pain! lol

The pain you all are trying to inflict on this guy is sad.

He's not getting punched in the nuts because he said something bad against Snap-on, he is getting punched in the nuts because he was wrong and behaved poorly.

 

[XxToolAholicxX]

I know its different to walk in the truck to look and feel tools and see any new tools that might have come on the market. And I agree how are you supposed to find a driver if they cant give you the contact information. I know a Snap-On driver that takes his truck home and parks in his side driveway. Can he sell to his neighbors? Will he be breaching his contract if he sold to them? I hear from the Snap-On driver how they are hurting because of high fuel prices maintenance on the truck insurance and business being slow chasing techs to collect debt. Is Snap-On cutting into their business with this kind of Customer service? I think so.
But then $6000.00 a year is nothing to them. They don't need it. Snap-on corporate that is.

--------------------------------------------------------------------------------------------------------

I am a Toolaholic,Sometimes I regret it,Especially when the Toolman wont give me no credit

 

[joel63]

Thank you!

I have read all the posts from the original post.

My take on this issue is if you want to buy Snap - On tools, you can make it work.

Just reset the whole thing in your mind (your early experiences) and just look for a driver as others suggested, and I'm pretty sure you will meet with success.

I've been meeting a truck for 28 years (25 with current driver) and never had any complaints. Non pro.

Take a deep breath, you can make it work.
Good luck