Rant: Snap On's Website *****!

[connorm]

Maybe it's just me but I frequent the S/O website looking for part numbers, prices or stats and there's a 50% chance I get this message (There was an error in the callback.s) when I try to go to a list, and there's a 25% chance nothing happens at all- the page stays the same no matter what I click.

I'm fed up! I've tried it in three different browsers, two computers, and a cell phone, on various networks and it's always like this. It's impossible to use the site to even get a PN or a list price for what you want to order from a dealer, let alone buy anything. I've got the numbers I need finally but damn the backend on their website is truly awful! It's been doing this for years!

 

[rlitman]

I don't recall if that's the error I usually get, but even when the site works, it is still awful to navigate, and even worse to search.

 

[sweet victory]

I'll second that. Seems to be down 20% of the time I go on it. Loads incredibly slow and feels like it's stuck in 2004.

I wish SO would just hire the person/team that developed McMaster Car's website. If know what I need, and can find it in just a few seconds. https://www.mcmaster.com/

 

[GTO]

I've been ordering off the SO site for years,I have not had any of these problems that you speak of.

 

[chrisnazzy]

I don't hate their website but it definitely could be awesome if they hired a company or webmaster that understood people want to see detailed pictures and categorizing that makes it effortless to navigate from one item to another. I think their website (and corresponding sales) would see a huge surge if they could somehow make it as engaging as I remember the Craftsman tool catalog was, drooling over it as a young boy!

I have thought that maybe they intentionally cripple shoppers a bit on their website to promote face to face business with their route sales franchisees but that would require strong confidence in their people. I'm sure there are some great SO reps out there but when it comes to product knowledge, I've been significantly more well versed than my last 3 reps.

I think my biggest complaint is how much stuff they make and have available to order that returns no search results even when typing in the correct part number on the website.

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[bimmer630]

The rolling banner of options after you go into "wrenches" for example, is always troublesome.. On my iphone that banner will continually move if you tap the arrow to move it just one position over.. I agree the site isnt the best.. But have you been on MAC's website? ugh

 

[protegeV]

As does matco and mac. The search functions on all of their websites are TERRIBLE.

 

[Carquest]

Unless you know the part number, navigating their site is painful to say the least

 

[lugnut71]

snap ons old website, maybe 4-5 years ago was way better than what they have, that being said, matco and mac's are worse than snap ons

 

[rmsg0040]

The Canadian site is pretty good but they took away the option of ordering online, now you got to email or phone in

 

[pi_guy]

Maybe it's just me but I frequent the S/O website looking for part numbers, prices or stats and there's a 50% chance I get this message (There was an error in the callback.s) when I try to go to a list, and there's a 25% chance nothing happens at all- the page stays the same no matter what I click.

I'm fed up! I've tried it in three different browsers, two computers, and a cell phone, on various networks and it's always like this. It's impossible to use the site to even get a PN or a list price for what you want to order from a dealer, let alone buy anything. I've got the numbers I need finally but damn the backend on their website is truly awful! It's been doing this for years!

I would like to see some examples of failures with proper part numbers as you claim. I have used both the web site and the dealers computer to access information and if you screw up with part number it gives you no result. The major difference in the two is there is no historical data on the web site when the product is discontinued it is removed from web site. But if you search dealers computer you will get date of discontinue.

 

[WWheeler]

I have noticed that if I enter snap-on's site via a google search, where it starts me out on a particular product page, say for a ratchet or wrench or whatnot, and then I try to navigate from there using the 'shop by category' list on the left to another section through to look at something else, the site often just doesn't work for me, but if I start at their home page and click on 'hand tools' then navigate through the left-hand options I can usually get to that page without issue. Go figure.

I also do quite often get a page saying snap-on's site is down undergoing maintenence or update and the nothing works for me. For a site so often getting worked on it sure doesn't work as well as one would think it would.

 

[1982fxr]

Had no issues the few times I’ve used it

 

[Michael_in_DE]

As does matco and mac. The search functions on all of their websites are TERRIBLE.

Unless you know the part number, navigating their site is painful to say the least

I agree with both of these. Why are they limiting the search box characters?! But has been said, yes, Matco and and Mac are even worse. you would think a major industry leader with astronomical profit margins would have a decent website.

the best advice I ever got as a small business owner: "Make it easy for your customers to give you money."

 

[Tallpilot]

The complaints about pictures and navigating by category are spot on. If you know the part number it works fine otherwise it is a PITA.

 

[1320]

It seems like all of the big hand tool manufacturer's websites ****. I think it's Proto's website where a slash is a forbidden search character - so you can't look up anything with a fraction... No 3/8, no 1/2, etc.

 

[aka Larry]

I wish SO would just hire the person/team that developed McMaster Car's website. If know what I need, and can find it in just a few seconds. https://www.mcmaster.com/

Agreed, MMC's site is awesome, and should be the benchmark. Easy to navigate, and even complete with downloadable drawings with dimensions and available in different formats.

 

[3baygarage]

Snap On’s site has sucked for years now. It used to be fine the way it was.

It’s slow. The stupid banner. Searching for anything by name or picture just *****. I don’t get it, all the money they have. Simpler was better.

 

[Wamsutta]

What I did is download the 2018 PDF catalog to get the part numbers. Then I enter the part number I'm interested in into the website's search box. It's much faster that way than trying to browse the website.

 

[Professional Tool User]

Navigating the store site when browsing for tools could be easier, but otherwise, the site works fine.

 

[connorm]

I would like to see some examples of failures with proper part numbers as you claim. I have used both the web site and the dealers computer to access information and if you screw up with part number it gives you no result. The major difference in the two is there is no historical data on the web site when the product is discontinued it is removed from web site. But if you search dealers computer you will get date of discontinue.

It’s not a specific part number that I’m searching, I don’t know it.
If I wanted the part number or price for, say, a green 3/8 14.4v impact kit, (CT761) and I didn’t know it, I’d have to click on cordless tools, then impact wrenches, and one of those dropdown menu clicks is usually going to result in the “callback error”

I’m not punching part numbers into the search, I’m browsing through the dropdown and banner menus to find what I want.


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[WWheeler]

I'll second that. Seems to be down 20% of the time I go on it. Loads incredibly slow and feels like it's stuck in 2004.

I wish SO would just hire the person/team that developed McMaster Car's website. If know what I need, and can find it in just a few seconds. https://www.mcmaster.com/

Sort of agree.

Yes to being able to find what I want.

But what ***** about it is can't link directly to a specific item page to point someone else to it. Or if you can I haven't been able to figure it out. Closest I've been able to come is to post a link to a broad category and ask them to weed through the results for what they want, which is lame imho.

I couldn't count how many times I surely would have replied to someone in a forum like this or via email etc to point someone to exactly what they are looking for and instead I look for it elsewhere where I can instead of telling them to search mcmaster carr.

 

[anetode]

It's ****, deep down to its bones it is utter ****. Half the time I have to override my cache by hitting Ctrl+Shft+R in order to get it to actually function. Looking at its absurdly long, wasteful & simplistic source code gives a good indication as to why runs like ****. They need to purge their development team, choose a different platform and start over. Or at least contract it out to a competent third party.

I'll put it this way: if Snap-On's website was a tool, not even the HF diehards here would choose to buy it.

 

[M6erfan]

Navigating their website is pretty awful. In this day and age, not having an easy to navigate/responsive website is inexcusable.

They could pay a 22y.o. intern peanuts to make it right, and in less than 90 days in all likelihood.

 

[Negen]

Snap on will mail for free you a large catalog makes pooping and parts number look up quite enjoyable.

Sent from my G8141 using The Garage Journal mobile app

 

[connorm]

Snap on will mail for free you a large catalog makes pooping and parts number look up quite enjoyable.

Sent from my G8141 using The Garage Journal mobile app

I don’t want to send away for a catalogue anytime I want to get the latest price and number.

Although with how horrible the website is, it really is a viable option.


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[L.Cheapo]

I don’t want to send away for a catalogue anytime I want to get the latest price and number.

Although with how horrible the website is, it really is a viable option.


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Catalog doesn't have prices. 25 years ago, you got a separate catalog and a newsprint-type price guide.

It must be a secret written mandate that all tool manufacturer websites have to ****. While I've learned how to use S-O's website pretty well, every now and then I need to grab the paper catalog to look something up. Or call my dealer. But he doesn't like that when I'm on the throne at midnight.

Really no excuse for that in 2018.

 

[Negen]

Catalog doesn't have prices. 25 years ago, you got a separate catalog and a newsprint-type price guide.

It must be a secret written mandate that all tool manufacturer websites have to ****. While I've learned how to use S-O's website pretty well, every now and then I need to grab the paper catalog to look something up. Or call my dealer. But he doesn't like that when I'm on the throne at midnight. [emoji38]_hitti

Really no excuse for that in 2018.

Why look at the snap on price ? Isn't that what your wife's credit card is for. Teach her tax deductions and she won't complain.

Sent from my G8141 using The Garage Journal mobile app

 

[L.Cheapo]

Why look at the snap on price ? Isn't that what your wife's credit card is for. Teach her tax deductions and she won't complain.

Sent from my G8141 using The Garage Journal mobile app

Because then she'd use my card to buy purses and shoes that make Snap On look inexpensive!

 

[scooby074]

If you think the US site is bad... The Canadian site is worse. Can't even order on the Cdn site!

 

[Wamsutta]

Snap on will mail for free you a large catalog makes pooping and parts number look up quite enjoyable.

Sent from my G8141 using The Garage Journal mobile app

I would never dream of taking a Snap-on catalog to the toilet. That's like taking the Bible to the toilet. I take Harbor Freight flyers to the toilet.

 

[Evan(CA)]

It truly is awful. Can they not afford top of the line web designers with their huge mark ups?

 

[SRSemenza]

Hard to navigate for sure. Sometimes things are not in the category I think they should be in. Sometimes the SO name is not the most common name, etc. I hate it when the back button goes back more than one page (have to remember to click on the page trail).

Often I just use google to search for whatever I want to see on the SO site.

Seth

 

[bwringer]

Navigating their website is pretty awful. In this day and age, not having an easy to navigate/responsive website is inexcusable.

They could pay a 22y.o. intern peanuts to make it right, and in less than 90 days in all likelihood.

That attitude is part of the problem; people who aren't web developers think this stuff is easy and cheap, or even free. Get somebody's nephew or a college kid who's good with computers. Snap-On's management is apparently completely clueless about how much money they're losing and won't budget properly for fixing the mess.

I mean, fixing cars is just twiddling wrenches and picking your nose, right? It looks easy. Why should anyone get paid more than minimum wage for that?



Anyway... I spend most of my perfeshunal time as a web developer, and it makes absolutely no sense why so many manufacturer websites are so fecking awful. They are actively lighting $100 bills on fire.

I'll also never understand why so many brands and products have such poor availability, or restrict availability so much. For example, Wurth products are very difficult for ordinary mortals to obtain.

To give a specific example, Tekton's new website is fantastic. Beautiful close-up photography, all the info you need (including COO), and you can buy right there on the site with free shipping. And I love how they sell lots of variations of tool sets in logical combinations. If you haven't checked it out lately, go take a look. It's really the model for what a tool website should be. And no, I'm sure it was NOT cheap and no "college kids" or "interns" were anywhere near the project: https://www.tekton.com


And of course, McMaster-Carr's website is legendary. But McMaster-Carr also has invested heavily in a sizable team of very talented, very well-paid developers. I've seen a few of their job listings.

Same for RockAuto.com - their website is hideous, but holy damn does it ever work great, and they're constantly improving it. And yes, they have a team of very talented, very well-paid developers. Just wish they'd bring in a designer to clean things up a bit.

 

[sweet victory]

Sort of agree.

Yes to being able to find what I want.

But what ***** about it is can't link directly to a specific item page to point someone else to it. Or if you can I haven't been able to figure it out. Closest I've been able to come is to post a link to a broad category and ask them to weed through the results for what they want, which is lame imho.

I couldn't count how many times I surely would have replied to someone in a forum like this or via email etc to point someone to exactly what they are looking for and instead I look for it elsewhere where I can instead of telling them to search mcmaster carr.

I'm not sure I follow what you mean?

https://www.mcmaster.com/91271a548

 

[jgromada]

I had a Snap On web site related question. Are the prices listed on the Snap On web site what buyers on a tool truck would pay? Or are there special discounts those users get?

 

[rlitman]

...Same for RockAuto.com - their website is hideous, but holy damn does it ever work great, and they're constantly improving it. And yes, they have a team of very talented, very well-paid developers. Just wish they'd bring in a designer to clean things up a bit.

I guess what's most important depends on what your site's content is. RockAuto's content is a HUGE database of parts, and yet they make it amazingly easy and fast to drill down to just the part you need. In this case, I don't care in the least how pretty the site is.

I think that the opposite end of the spectrum would be Apple. They've got probably under 100 SKUs in their inventory (of which maybe a dozen are the biggest sellers), and their site is more about selling an "experience" than about connecting you with a specific part.

 

[Alpine4x4]

I had a Snap On web site related question. Are the prices listed on the Snap On web site what buyers on a tool truck would pay? Or are there special discounts those users get?

Prices listed are MSRP and what you'd pay on a truck unless the item is on a promo.

 

[chrismenke]

Prices listed are MSRP and what you'd pay on a truck unless the item is on a promo.

Or unless you're a good customer who pays your dealer in full and doesn't carry a balance or make him chase you for payments. Then you might pay less.

 

[1320]

Does Snap-on charge sales tax on items you order on the website?