SK customer service is no good

[dungeoncrawler]

So, I have an SK tool I needed to warranty, and reached out to them by email. Got an automated response about them being busy, but they will surely get back to me. A week goes by, nothing, Another goes by, still nothing. I send another email, same request - not even an automated response this time, and as another week goes by still, yet nothing.

In that timeframe, I had time enough to request warranty from another tool truck brand, send in my broken tools back in at their expense, and receive new ones back.

Now, it's my understanding that SK had a management/ownership changed recently, but I'll say this - given their level of "customer service" I will not buy any other SK product going forward, until such a time where they company changes back into one that has extant customer service department. As it stands, they may as well not have any warranty on their tools. Consider this a public service announcement.

 

[demarpaint]

Try calling them, they did good by me with a warranty claim.

 

[Fedwrench]

I think you might be the exception. There have been several posts praising SK's customer service over the years. I would call them 1-800-822-5575.
What are you trying to warranty?

 

[dungeoncrawler]

I'll try giving them a call, but why do they have email contacts if they simply ignore that portion of their communications? Seems silly. I'll update if I get this resolved.

 

[boom10ful]

I've warrantied 3 items so far this year and they've responded by email on the same or next day. I haven't had to provide a receipt yet too. Try giving them a call instead.

 

[dungeoncrawler]

Sounds like my case might be an unfortunate fluke. I'll try again.

 

[Professional Tool User]

Your case is probably the exception rather than the rule. As others have already mentioned, if email doesn't work, pick up the phone. As much as I am disappointed by how SK has been mismanaged, I had no problem getting them to ship me a 3/4 dr ratchet rebuild kit for free after a brief email exchange. The quality control on their tools as of late is questionable, but their customer service should be fine.

 

[consti2tion]

I can echo the OP, I have emailed them recently without any response. I will call them tomorrow and see how it goes.

 

[Shelbylex]

I had very good experience with them within 2 years. E-mail reply was prompt and I got great service.
Please give us more details - may be something is very unusual in your case or it is a glitch...

 

[kmacht]

I thought the idea of buying the more expensive tools was so they didn’t break or wear out? If your SK tools are needing warranty work and it takes weeks to get a replacement why not just use craftsman or gear wrench or something far less expensive that you can warranty locally? How is the SK tool any better?

 

[consti2tion]

I thought the idea of buying the more expensive tools was so they didn’t break or wear out? If your SK tools are needing warranty work and it takes weeks to get a replacement why not just use craftsman or gear wrench or something far less expensive that you can warranty locally? How is the SK tool any better?

Well to be honest, I bought a majority of my SK tools second hand aside from a couple of socket sets. I know it's a tired argument but I would rather give a company money that makes the tools here in the states than Apex tool group who moved all of their tool production over seas.

 

[dungeoncrawler]

I had very good experience with them within 2 years. E-mail reply was prompt and I got great service.
Please give us more details - may be something is very unusual in your case or it is a glitch...

Nothing unusual as far as I can tell - just a request for a currently manufactured hand tool accessory in 3/8 size. I politely let them know I have a certain part # in need of warranty, asked them if it was eligible, and then there was silence.

 

[tym]

Try calling them, they did good by me with a warranty claim.

Why do the logical thing when one can complain instead?

 

[dungeoncrawler]

Yes, emailing a company when given the option and expecting an answer is completely illogical. Why do the logical thing and take this information into account when you can mock instead?

Just to reiterate, I will call them now that it's evident that emailing is useless. I also did an entire warranty exchange with another company in that span of time, all by email, without having to wait for days or weeks for an answer that neve came. Better question is, why should I bother buying SK after that.

 

[quickfarms]

Yes, emailing a company when given the option and expecting an answer is completely illogical. Why do the logical thing and take this information into account when you can mock instead?

You sound like my children

There are a number of technology issues that could be causing your email to go into a black hole without anyone realizing it.

Since you received an automated response the first time and nothing the second time it is possible that they are having technical issues

So instead of complaining here you should do the adult thing and contact them in a different way

 

[Old Man Roger]

It’s been years since I’ve had to warranty an SK tool, but I just walked into a Granger.

If you go on their website you can find their dealer locator. You just enter your ZIP Code and it will show you dealers in your area.

 

[dungeoncrawler]

It’s been years since I’ve had to warranty an SK tool, but I just walked into a Granger.

If you go on their website you can find their dealer locator. You just enter your ZIP Code and it will show you dealers in your area.

Thanks, I took a look and seems Grainger is no longer a dealer for them, at least not according to their locator. Nearest address is a private home(??) 40+ miles away in the boonies, so not a likely option. I have no pressing need for that particular tool since I have a replacement, just one of those "need to warranty eventually" items kicking around, which is why I gave it plenty of time.

 

[Professional Tool User]

I thought the idea of buying the more expensive tools was so they didn’t break or wear out? If your SK tools are needing warranty work and it takes weeks to get a replacement why not just use craftsman or gear wrench or something far less expensive that you can warranty locally? How is the SK tool any better?

If you beat on any tool hard enough, the tool will eventually break. It doesn't matter who we are talking about from Harbor Freight to Snap on. When you are spending the extra money from a rational standpoint, you are paying extra when there's a large quality/design gap between the inexpensive and expensive tools. How well the brand is supported is a secondary consideration that depends on the what local brick and mortar options the buyer has for service and how important it is to him.

I personally don't own that many SK tools, in part due to the non existent local distribution network and the lack of supply in the used market. SK's poor management over the years, their questionable quality control, and ridiculously slow new product releases are additional reasons why there are so few SK tools in my tool box. I'll take Proto or Snap on any day over SK.

Depending on the tool, there are areas where your low and mid price point offerings fall short. The selection of Craftsman tools at Lowes right now is very limited and even Gearwrench sometimes doesn't have certain specialty tools in their catalog. And even if they have the tool, the quality can be hit and miss.

 

[ChevyEFI]

I'll try giving them a call, but why do they have email contacts if they simply ignore that portion of their communications?

Helps weed out millennials who are allergic to phone calls.

 

[Old Man Roger]

Thanks, I took a look and seems Grainger is no longer a dealer for them, at least not according to their locator. Nearest address is a private home(??) 40+ miles away in the boonies, so not a likely option. I have no pressing need for that particular tool since I have a replacement, just one of those "need to warranty eventually" items kicking around, which is why I gave it plenty of time.

I warranteed a ratchet once, through one of their tool trucks. I’d never even seen an SK tool truck before LOL

The dealer it’s showing you that is a private home is probably one of their tool truck drivers. You may be able to get the phone number and just call and find out if they have a route near you.

 

[dungeoncrawler]

I warranteed a ratchet once, through one of their tool trucks. I’d never even seen an SK tool truck before LOL

I was surprised to find out that they do indeed exist, if photos on google are any proof, but can't say I have ever seen one either.

The dealer it’s showing you that is a private home is probably one of their tool truck drivers. You may be able to get the phone number and just call and find out if they have a route near you.

That was my guess as well. It's unfortunate that Grainger is no longer a distributor since I have one much closer. We'll see if calling them will yield any results.

 

[dungeoncrawler]

Helps weed out millennials who are allergic to phone calls.

Last I heard they aren't making any more boomers, so companies that are allergic to millennials will weed themselves out of being in business soon enough.

 

[chevy302dz]

I've warrantied 3 items so far this year and they've responded by email on the same or next day. I haven't had to provide a receipt yet too. Try giving them a call instead.

I've emailed SK on a few different occasions over the last coupe of years and they have tended to be one of the better companies about responding in a timely manner.

 

[quickfarms]

Last I heard they aren't making any more boomers, so companies that are allergic to millennials will weed themselves out of being in business soon enough.

In my business the new customers call first over emailing about 10 to 1 and most of the emailers have emailed every company known to man regardless of location.

On existing customers it is about 3 to 1

So doing business by phone will probably be the norm until long after I am dead.

I never new SK had tool trucks either but if the address is a house it probably is a truck. I know where several trucks live around here and they will gladly make appointments

 

[dungeoncrawler]

In my business the new customers call first over emailing about 10 to 1 and most of the emailers have emailed every company known to man regardless of location.

On existing customers it is about 3 to 1

So doing business by phone will probably be the norm until long after I am dead.

I never new SK had tool trucks either but if the address is a house it probably is a truck. I know where several trucks live around here and they will gladly make appointments

Some people have an aversion to talking on the phone, hearing issues, etc, myself I like to have things in writing when dealing with warranty issues (among other things), to cover my *** as it were. Work habits.

I am guessing you are right and it's a truck driver. I'll try calling the company first, before having someone driving out of their way (and me driving out of mine) over a single relatively cheap tool. The part I want to warranty it worth about a big's meal at McDonalds, so it's not about the cost, more about seeing whether it's worth for me to deal with SK as a company when it comes to support, or stick with other brands that are easier. If someone couldn't care about communication through email, then that's good for them. I like using email, so I care, all there is to it.

 

[Ign]

I'm with OP - if a company says you must call for warranty, fine - I'll call. If they say call or email, they should respond to either.

I am definitely not a millennial but prefer email for the "paper trail" and it's more convenient to shoot off an email when I have time then check back when I have a few seconds later.

I actually only clicked on this thread for a chuckle to see when the victim blaming would begin -- the fact that it took all the way until post 13 was surprising. Usually it comes much sooner. If you dare start a thread here bashing SK, Williams, Proto, Snap On etc you'll always have a few who tell you you're the one at fault, regardless of the circumstances. Again, doesn't bother me, it's good entertainment. Worst case, a good way to update the ignore list

 

[Git]

Well to be honest, I bought a majority of my SK tools second hand aside from a couple of socket sets. I know it's a tired argument but I would rather give a company money that makes the tools here in the states than Apex tool group who moved all of their tool production over seas.

Sounds like another one of those posts where 'someone' buys junk/discarded tools at a garage sale for pennies on the dollar and then wants to warranty them to get 'new' and runs into some minor issue which immediately triggers them to start posting inflammatory claims like "SK Customer Service is No Good" etc

For the record, most of my hand tools are SK, some I have had as long as 40 years, and I have never had to warranty any one of them

OP -> post a photo of the item

 

[Git]

Worst case, a good way to update the ignore list

works both ways

 

[Chaplian]

I’ve had emails from companies filter into my spam folder even if I initiated contact through their web form. This may be a possibility if your email auto filters into promotional/spam/social media folders like many now do (I’m looking at you, Gmail.)

And maybe I’m becoming too lenient, but a lot of companies are slammed right now and can’t hire (and train) new staff quick enough. So while yes, they should be quicker to respond, there is a widespread issue across industry (especially with smaller companies like SK) where their workload went up dramatically and they may have less staff than they usually do.

Do what you will with the information, I just felt that I had to state that there *may* be many factors at play here, and sometimes it doesn’t hurt to give someone a bit of slack/leeway. I know I do, because I hope others would do the same for me if I were to need it.


Sent from my iPhone using Tapatalk

 

[jonesg]

men acting like little boys, thats new.

 

[Old Man Roger]

Good point Chaplian, a lot of companies are understaffed right now because people would rather stay on unemployment.

 

[snickers muncher]

When I contacted them for warranty through their website contact I never got a response. The parts I needed just arrived in the mail.

 

[Ditchdigger]

My SK warranty experiences have been like this.

Break tool, Send email. After a few weeks of no response find the page on their website that says you must call. Find a time of day where it will be quiet enough in the shop so I can call and receive a terse "Mail it to this address" response. Buy a padded envelope. Go to the post office and pay for shipping. Wait about 4 weeks for the replacement tool. By that time you broke down and bought another set of line wrenches because you had work to do.

I don't blame them. They have to make a profit and warranty stuff doesn't, so they make it as inconvenient as possible hoping busy people won't follow through, and most of them don't.

I have simply chosen not to continue supporting SK because of this.

I much prefer the way Tekton does it. Email them a photo of the broken tool and a day or two later you have a new one in your mailbox.

 

[dogdog]

OP's situation sounds like the guy I talked to at Channel Lock named WTF George. Trying to get my ratchet replaced because of that Cheese plastic selector broke off.

I wonder if it was the same company that bought SK..

 

[tym]

Sounds like another one of those posts where 'someone' buys junk/discarded tools at a garage sale for pennies on the dollar and then wants to warranty them to get 'new'...

I noticed that little detail too.

 

[consti2tion]

Sounds like another one of those posts where 'someone' buys junk/discarded tools at a garage sale for pennies on the dollar and then wants to warranty them to get 'new' and runs into some minor issue which immediately triggers them to start posting inflammatory claims like "SK Customer Service is No Good" etc

For the record, most of my hand tools are SK, some I have had as long as 40 years, and I have never had to warranty any one of them

OP -> post a photo of the item

I did not start this thread nor did I intend to bash SK. I simply stated that I had not received any response to my email to SK.

The two sockets that have broken were from a BRAND NEW socket set that I purchased for work June of last year. I am not trying to warranty tired old tools that I purchased second hand.

For the record I use my tools everyday, they don't just hang out in my garage.

 

[dungeoncrawler]

My SK warranty experiences have been like this.

Break tool, Send email. After a few weeks of no response find the page on their website that says you must call. Find a time of day where it will be quiet enough in the shop so I can call and receive a terse "Mail it to this address" response. Buy a padded envelope. Go to the post office and pay for shipping. Wait about 4 weeks for the replacement tool. By that time you broke down and bought another set of line wrenches because you had work to do.

I don't blame them. They have to make a profit and warranty stuff doesn't, so they make it as inconvenient as possible hoping busy people won't follow through, and most of them don't.

I have simply chosen not to continue supporting SK because of this.

I much prefer the way Tekton does it. Email them a photo of the broken tool and a day or two later you have a new one in your mailbox.

Hold up, does it actually say on their site somewhere that one must call in regard to warranty issues? And you have to pay shipping as well because they want the old one back? Seems like this is going to spare me that dreaded phone call after all, along with new-tool SK purchases in the future. The only one I wanted were their x-frame wrenches anyway, think I'll stick with my Taiwan-made Protos. Speaking of sending photos and getting new tools back, VIM has done the same for me when a selector on their ratchet broke off. They respond to emails, too.

Ign, thanks for some perspective, guess I should have known that any USA-made company is going to have a small contingent of people who will get offended and counterattack at a perceived slight against their idol. Ignore list, what a handy feature! Thank you.

Seems like a few people here have already made assumptions and drew conclusions about me, my age, my tools, the kind of avocado toast I eat, etc. I neither have the time or inclination to change people's minds, so they are free to keep those conclusions. Cheers!

 

[Chaplian]

Why not just give them a call and see how they treat you?


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[Ditchdigger]

Hold up, does it actually say on their site somewhere that one must call in regard to warranty issues? And you have to pay shipping as well because they want the old one back? Seems like this is going to spare me that dreaded phone call after all, along with new-tool SK purchases in the future. The only one I wanted were their x-frame wrenches anyway, think I'll stick with my Taiwan-made Protos. Speaking of sending photos and getting new tools back, VIM has done the same for me when a selector on their ratchet broke off. They respond to emails, too.

That is exactly how it went down with me 6 months ago. Must call, must mail it in on your own dime and wait 4 to 6 weeks for a replacement.

Meanwhile Matco and Snapon are here every week asking me if I am having any issues they can help with and Tekton is regularly emailing me discount codes. Heck, Harbor Freight would have handed me a new piece in 5 minutes but I thought buying a premium USA brand would have alleviated the need for that.

 

[dogdog]

That is exactly how it went down with me 6 months ago. Must call, must mail it in on your own dime and wait 4 to 6 weeks for a replacement.

Meanwhile Matco and Snapon are here every week asking me if I am having any issues they can help with and Tekton is regularly emailing me discount codes. Heck, Harbor Freight would have handed me a new piece in 5 minutes but I thought buying a premium USA brand would have alleviated the need for that.

Had that same experience with Channel Lock few years back...

The good news, that was the last Channel Lock tool I bought since that **** they pull....