A test.. of the warranty system.

[justinmc]

So last night I was looking through my box of broken tools. I have somewhat been purposefully keeping a few from each brand to try something out. I have a dealer for S/O, Mac & Matco that regularly come around but currently no Cornwell dealer. So since I see several warranty questions and "how long will it take, etc" on here I decided to conduct a bit of a test. I have a packages of broken tools going to each of the "big 4" if you will. All will be shipped via the same method (USPS) and will ship today. I'll post as the tools come back or as I get communication, etc from the vendors.

Each company required a "packing slip" with tool part #'s & contact info including phone # to be included with returned tools.

Nothing special in any of the boxes.. just some sockets, a scraper (cornwell) and a S/O 1/4" ratchet that even with a rebuild kit will not work.

So boxes are shipping today at lunch.. going to Snap On, Mac, Matco & Cornwell. I have a proto/challenger ratchet that needs a guts kit but didn't think I'd include them in this test as the "truck brands" seemed a good place to start.

I will say thus far Matco seems like the clear "ahead of the game" company. They require you sign up for an account with their online system. Then they issue you an RGA based on the part #'s you input. You print the RGA/Packing slip and mail it off with the tools. Pretty slick. They were the only ones to offer anything like it.

So here we go! Hope no one else has done this yet haha.

 

[Mike83]

Better than Matco, Snap-on prepays your shipping for you. Just email them and they will send you a UPS label.

 

[justinmc]

Better than Matco, Snap-on prepays your shipping for you. Just email them and they will send you a UPS label.

Doh.. stuck it in a box already. Maybe I'll hold it and ask them for a label. Hmm.

 

[allapanoo]

I emailed them and they emailed me a prepaid shipping label to print out.They said just throw in whatever I had,couldn't have been any easier.

 

[sbebenelli]

While I understand why you are doing this test, all I can think about is the extra cost this is to the tool companies that you already have a dealer for. That in return will have to be recovered in the tools that are purchased in the future.

 

[justinmc]

While I understand why you are doing this test, all I can think about is the extra cost this is to the tool companies that you already have a dealer for. That in return will have to be recovered in the tools that are purchased in the future.

You could easily make the arguement the other direction as well. The companies don't have to deal with all the paperwork, etc dealing with reimbursing private dealers for my warranty/cost of tool. In reality if I warranty it through my dealer they will still have to ship him a replacement tool. The dealers tools don't magically appear in the trucks. Just playing devils advocate. I see your point however for the sake of 4 small boxes of sockets I think they system won't totally break down.

 

[mrshaun]

now if you sent it 4 crates of each brand of sockets then that would make a difference.
Being near a military base I send it a ton of warranty stuff each year. lots of techs join the army and then do side work out here and bring their tools with them.

 

[justinmc]

now if you sent it 4 crates of each brand of sockets then that would make a difference.
Being near a military base I send it a ton of warranty stuff each year. lots of techs join the army and then do side work out here and bring their tools with them.

That was my thought... yes I have a dealer. However I don't have a Cornwell dealer so why not use the system they put in place? I just wanted to see what sort of time ranges it would take to get each one back if I sent them all off via the same method with roughly similar/same tools that need to be replaced, etc.

 

[sbebenelli]

In reality if I warranty it through my dealer they will still have to ship him a replacement tool. The dealers tools don't magically appear in the trucks.

Do you think it's possible the dealer gets weekly shipments with multiple items? It's not like they ship every piece one at a time.

 

[justinmc]

Do you think it's possible the dealer gets weekly shipments with multiple items? It's not like they ship every piece one at a time.

Yes I realize this. You win.

 

[Even 11]

Seems like a good idea to me Justin. I am interested in the results! I have a few of each of the "big 4" and no official dealers from any of them.

-Dane

 

[biscuit141]

What ever happened with this?

 

[Joe69]

If SO is as slow as my dealer, he's still waiting. I have waited 6 weeks for a 9/16 socket to be replaced by my dealer. I'm still waiting to buy a set of hex bits. 7 weeks and counting. My SO man *****!

Joe

 

[Teken]

If SO is as slow as my dealer, he's still waiting. I have waited 6 weeks for a 9/16 socket to be replaced by my dealer. I'm still waiting to buy a set of hex bits. 7 weeks and counting. My SO man *****!

Joe

You know I don't follow this logic . . . Mechanics have tools for a purpose because they require them to perform their jobs!

Not everyone has duplicates laying around in all sizes . . How do they expect said mechanic to do their job (make money, and buy more tools) if said tool isn't returned in a reasonable amount of time?

7 weeks for a fucken tool?? More and more things like that make all those members who scream C-Man all the time, really does make sense . . .

I do realize that Justin had these items just laying around, and didn't require them, but the other 9999999999999999999 people who actually needed their tools would be in quite a bind!

I know our local SO dealer tries very much either to give out a loaner tool, or tries to source one from another vendor, just to help out.

I dunno, thank God none of my tools have ever exploded and needed warranty!

 

[justinmc]

Doh.. forgot to update.

The funny thing is the Danaher tools (Mac and Matco) came back exactly 7 days to the date that I sent them out (1 week, 5 business days).

The Snap On and Cornwell took the exact same amount of time.. 3 weeks.

I will say I didn't get any extra "goodies" from any of the companies... and ultimately the customer service "kudos" would have to lie with the Danaher corp because I had tools back in my hands in 5 business days. Which is about right. Say I break something on a Tuesday and my dealer comes in on a Monday. In about 5 days I'm getting it replaced by the dealer as well (yes if it were a urgent deal I could call him.. but still same difference).

Side note.. and interesting one actually.. I turned in two Mac sockets for warranty a week ago. My Mac guy didn't have them on the truck (seriously.. wtf? a 3/8 drive 3/8" allen socket and a 3/8" drive middeep 5/8 socket). So he had to order them. Came in today.. didn't have them but hopefully will next week. So I would've beaten him in my warranty to send them directly to Mac myself. My Snap On guy almost always has my warranty stuff on the truck and if not I have it within 5 days from him. So in my opinion.. if you have a Snap On dealer.. warranty through him. The Danaher lines might be quicker to warranty direct! Cornwell I'd go direct because if you are like me you only see your dealer once every 4-5 months!!!!!

 

[Teken]

Thanks for updating Dustin . . . I really thought you were still waiting like this other member for weeks on end, which really sounds out of line . . .

 

[tonydanzah]

since when are mac and matco both danaher?

 

[dieseldodge01]

MAC is still owned by Stanley and MATCO is Danaher. Mac has had great customer service when I would send tools in.

 

[justinmc]

MAC is still owned by Stanley and MATCO is Danaher. Mac has had great customer service when I would send tools in.

Edit you are correct... I was asleep at the wheel last night.

I certainly had a good return experience via mailing to Mac... my in person experience is lacking and frankly always has been. We have a regular Mac guy and he drives a big truck but frankly I don't know whats on it because I've never even been on it. I wonder if its empty. Warranty items always require a week or more to swap out from him. Part of the reason I wanted to try mailing it in.

 

[t100]

my personal experience, Snap On always couple weeks slower than MAC, Matco. I'm within 1-2 day shipping zones with all 3 of them.

 

[dkroth]

Not a warranty transaction, but...

I placed an order on snapon.com Monday, 11am. The package was sitting on my doorstep Wednesday when I got home from work.

 

[arkangel06]

Cant wait to see how this turns out...

 

[Rigmaster]

Cant wait to see how this turns out...

What are you waiting to see??

JustinMC already updated status on all 4 of his returns- go re-read page 1.

 

[arkangel06]

What are you waiting to see??

JustinMC already updated status on all 4 of his returns- go re-read page 1.

Done and glad everything worked out!

This is what happens when you miss a day of GJ...