SK - Great customer service...way over-packed

[HanShotFirst]

Last week I called and got a recording saying if you need a rebuild kit for your ratchet leave your name and address. One week later, it arrives via FedEx Ground. Now this came in a box about the size of a sixpack of canned beer. The kit could have been put into an envelope and sent regular mail. Seems like they're spending money they don't need to spend...maybe they have a great FedEx deal; I don't know. I just want a good American company to be successful.

Still, that's great customer service. Talk about no hassle, just leave your name and address and it shows up.

 

[EOC_Jason]

Yeah, I emailed a while back asking for a print catalog and mentioned a couple ratchets I had were getting pretty wobbly from being so worn. Catalog showed up one day and a few days later the two rebuild kits showed up in a decent sized square box. I'm guessing they have negotiated good rates with FedEx and also doing any smaller wouldn't yield them any better prices.

Two thumbs up for SK Tools!

 

[jl4c]

Last week I called and got a recording saying if you need a rebuild kit for your ratchet leave your name and address. One week later, it arrives via FedEx Ground. Now this came in a box about the size of a sixpack of canned beer.

Mine too.

 

[Empty Pockets]

I've had really good luck with SK customer service. Accordingly, I keep adding their tools to my box.

 

[ganymede]

Snap On is like that too.
I ordered 1 rebuild kit and the box it came in could hold a 3 1/2" jaw bench vise.

 

[mikebaker1129]

They have been good to me,and I like their tools .
I really like the green hard handle screw drivers.

 

[Finky198]

Snap on sent their new catalog wrapped in plastic bag then bubble wrap and air packs in a box. talk about overkill. They did it once with a 1/4" crowfoot It was floating around in a sea of the air packs in a huge box.

 

[Cope]

The smaller the package, the easier it is for FedEx and UPS to lose it.

 

[ken w.]

I also received the big box for a 1/4" breaker bar repair kit. I got a SK Tools decal too. No complaints from me.

 

[captain14]

Maybe they are making up for all the competitors poor packing and shipping jobs ?

 

[mudflap]

I have to say..i also have recd a rebuild kit, #2 screwdriver, and stickers recently...4 days after talking to a very nice young lady on the ph.. I started out with S-K in tech school..and always loved the tools....just had no way to warranty things .. Local places that carry them either have somebody on a power trip at the counter..or just dont want to deal with exchanges...Somebody on GJ suggested i call/email them... Turns out thats the way to go.. They maybe never did have warranty issues...just vendor issues..

 

[T45]

They maybe never did have warranty issues...just vendor issues..

If you rely on vendors for warranty service and its sketchy then maybe just work directly with SK. BUT...Anecdotally....SK has apparently screwed alot of vendors on warranty issues...so it's how ever you want to phrase that...this is why alot of places no longer cary SK...for better or worse.

 

[mudflap]

If you rely on vendors for warranty service and its sketchy then maybe just work directly with SK. BUT...Anecdotally....SK has apparently screwed alot of vendors on warranty issues...so it's how ever you want to phrase that...this is why alot of places no longer cary SK...for better or worse.

I know warranty exchanges were paused for a while right before the Ideal changeover. but there were problems long before that..and after. I will just deal with them directly. As for purchasing new tools..i know there are a few online vendors..prices seem to vary greatly from one to another...Maybe they should just have their own online store..? Bur Grainger is the absolutely worst place to buy almost anything from..unless you have a commercial acct with them..walk ins will get robbed..

 

[ihateminimumwage]

I've had nothing but great service from SK so far. My boss needed replacement latches for his 1/4" drive set, shot SK an email asking for a part number, and they just sent me two pairs of them. The 3/8" set I bought had an extra 7/16" socket where the 12mm went, shot them an email and had the correct socket within a week (IIRC).

Snap On is like that too.
I ordered 1 rebuild kit and the box it came in could hold a 3 1/2" jaw bench vise.

Snap-on will always be the king of oversized shipping (1/4" Williams wrench)

 

[Hammer1963]

I am always amazed that people can a something to complain about. If the tools had come in a tattered envelope, then that's inadequate. If it's in a large box, it's wasteful. I's called standardized shipping. Easy packaging, easy sorting, easy loading into shipping vessels. Do we need a chalkboard and diagrams people .............

 

[thesilverone]

another hot air thread

 

[HanShotFirst]

They have been good to me,and I like their tools .
I really like the green hard handle screw drivers.

I have always like that handle shape, I think some in SK green just may have to find its way to my humble little tool chest.

 

[HanShotFirst]

I am always amazed that people can a something to complain about. If the tools had come in a tattered envelope, then that's inadequate. If it's in a large box, it's wasteful. I's called standardized shipping. Easy packaging, easy sorting, easy loading into shipping vessels. Do we need a chalkboard and diagrams people .............

It wasn't a complaint so much as a concern for wasteful spending. I did start off my thread with great regard for their customer service. But a Padded envelop would have been more than adequate.

 

[HanShotFirst]

another hot air thread

I don't get that comment. When you receive outstanding customer service, I think it's a good idea to share that with others. I personally like to hear that.

 

[mudflap]

I don't get that comment. When you receive outstanding customer service, I think it's a good idea to share that with others. I personally like to hear that.

Same here...We are often times quick to criticize ..and rightly so. But should put just as much effort into giving good reviews when they are earned...

 

[PJNJ]

another hot air thread

I don't get that comment. When you receive outstanding customer service, I think it's a good idea to share that with others. I personally like to hear that.

Same here...We are often times quick to criticize ..and rightly so. But should put just as much effort into giving good reviews when they are earned...

Pointing out good customer service is just as important as pointing out bad service.

 

[Mechanical Noise]

The smaller the package, the easier it is for FedEx and UPS to lose it.

I think you're on to something. Seems alot of the stuff I buy shipped by fedex comes with at least an extra cubic foot of air. Shippers seem to trust USPS with small packages.