Sending in warranty tools to Snap On

[Toolhorder]

Man Snap-on needs to get itself together. I called them last month about my toolbox sliders. They are so bad I can hear the bearings when I open the box. My dealer told me when I bought it the sliders were warrantied for life so I call SO customer service and ask what they can do because I'm not currently working in a shop. They tell me to ship the sliders back to them and I'll get replacements back. That's all fine and dandy but I explain if I remove the sliders I can't lock up the box anymore. I tell her for the 12K I spent on the box they should just ship me new ones and a return label. No go, okay take my CC and bill out the sliders until I ship the old ones, NO GO. Okay so I agree to ship them in and wait knowing my toolbox is unlocked in my garage. I was a professional tech and have at least 70K worth of tools in there. Fast forward a month, I get my package today two weeks past the time she said I would. I check the package, no screwdriver, no pick tool, one socket missing. WTF? I call them and ask about it and was told they are on backorder...We are talking a flat blade standard screwdriver, a 11/16 short chrome socket, pick tool. I could understand the pick tool but the other tools are common. Okay fine if you don't have it and it's backordered but come on a note on the inside of the box? an invoice? something?
I'm getting really tired of SO customer service.

Check your packages folks and take pictures before you send them in...

 

[porschedude996TT]

Along with a picture of what was sent, I would also send it USPS and request a return receipt. Yah, Customer Service is a lost art...

 

[mrshaun]

a couple of years ago or so SO moved their customer service from dallas to crystal lake IL. pretty much had to hire all new people. after a while it will get better. A few of the older cs reps are still working and they are AWESOME.... training training training.

 

[TruckTech915]

a couple of years ago or so SO moved their customer service from dallas to crystal lake IL. pretty much had to hire all new people. after a while it will get better. A few of the older cs reps are still working and they are AWESOME.... training training training.

There is still no sense in having to send in your slides and then they send you replacements. That is just ridiculous! There is NO way I would do that. As much as I love snap on they would loose a customer if I was told that.

 

[Toolhorder]

There is still no sense in having to send in your slides and then they send you replacements. That is just ridiculous! There is NO way I would do that. As much as I love snap on they would loose a customer if I was told that.

I'm glad I'm not the only one who thinks they should just send them. I can understand if you have a small KRA box or something but a huge master series box that costs 12k before tax and financing, etc.. you get the idea. I'm not impressed.
They did say they are shipping the back ordered stuff. On another note
I did sent them a broken P2 bit that goes to my shake and break air gun attachment that I busted on a rotor set screw awhile back. I read on the plastic bit holder they are not warrantied if they break but I tossed it in anyway because I think it's stupid it's made to go onto an airgun but they don't warranty it if it breaks. I put on my letter what set it was from and instead of replacing the one bit they sent me another set of bits.. That was pretty awesome. I didn't see that at first.

I also sent in an old socket so old it had no part number probably 20's and they sent back a new one which I did not expect. I just tossed all my broken **** in a bag and figured if they replace it great, if not whatever.

 

[Toolhorder]

Oh another thing that ***** is they told me they are sending a soft grip rad. tool as a replacement for my hard handle version with a broken tip. I wish they would just replace the shank and send it back but they declined. Annoying a perfectly good hard handle tossed in the trash.

Snap-On is still my prefered tool of choice for most stuff even though I'm crying about all this stuff. I do like the fact they replaced two things they didn't have to.

 

[nate379]

I didn't even know that the slides were warrantied. I bought a few sets about a year ago even. Even still with teh new slides a few of the drawers have never opened/closed that well.

My friend's CMan Pro box opens/closes WAY better.

 

[Vinko]

so I call SO customer service and ask what they can do because I'm not currently working in a shop.

Couldn't you still contact the truck guy who you gave your 12K to for the box?

 

[Rocket1]

Couldn't you still contact the truck guy who you gave your 12K to for the box?

I was wondering the same thing

 

[Toolhorder]

Couldn't you still contact the truck guy who you gave your 12K to for the box?

Sadly he's a goner. Retired or something and then they had a corp. employee driving a corp. truck on the route before I left that job. NO deals, NO warranty for chrome chipping, etc..
Like I said I'm not working currently. I got layed off after everyone in American bought more house then they could afford and then they didn't want to bring cars in for work anymore I guess.
Trust me at 19% interest Snappy got their money, I payed for the replacements years ago.
On a side note when I called them for a payoff balance and payed it off years ago something happened and their computer charged me $3 somehow and a couple years later I had a $3 charge off on my credit from them. Pissed is an understatement....I sent them my payed off letter and original contract and still it was on there for over a year.
This is kinda why I'm so mad with them. I always seem to have a problem with them.