Snap On customer service is great.

[mhejl]

A couple of recent Snap On service praises:

I ordered some ratchet repair kits and a 1/4 roto ratchet kit had only the anvil - no pawls, springs, etc. Called and they sent another, and then another with the same issue. 4th call they sent an entirely new ratchet! I converted the old roto to a bit driver and this kit had all the parts, not just the anvil.

I ordered a THLLF72O, orange comfort extra long 1/4 flex. They sent a hard handle with the handle indexed about 15 degrees off square. One call and they sent the correct ratchet and didn't want the wrong one back. I just re-indexed the handle and will be selling it someday.

 

[65ranchero]

I agree, SO is very good about warrantee.
I had a old black handle flat screw driver that is probably from the late 70's and it was staring to craze and crack.
It fell off my work bench and hit the concrete floor and the handle broke in half.
Took several pictures and sent off a note to their CS chat line just asking for a new handle, they said what color and sent me a new comfort grip replacement screw driver

 

[Notbn]

I ordered a THLLF72O, orange comfort extra long 1/4 flex. They sent a hard handle with the handle indexed about 15 degrees off square. One call and they sent the correct ratchet and didn't want the wrong one back. I just re-indexed the handle and will be selling it someday.

Man, this exact thing happened to me with a 3/8 pearl blue long hard handle flex head. Handle showed up very off square. Only thing is Snap on customer service made me send it back, then wait 4 weeks for a new one to show up only for it to also be off square....

I guess the Canada CS branch is not as forgiving with their policies!

I just gave up and I'm going to recenter it myself. It left a really bad taste in my mouth being that it was the first thing I ever ordered from snap on.

 

[Mallen]

Man, this exact thing happened to me with a 3/8 pearl blue long hard handle flex head. Handle showed up very off square. Only thing is Snap on customer service made me send it back, then wait 4 weeks for a new one to show up only for it to also be off square....

I guess the Canada CS branch is not as forgiving with their policies!

I just gave up and I'm going to recenter it myself. It left a really bad taste in my mouth being that it was the first thing I ever ordered from snap on.

I'd call them up again, explain you had to ship it back and they sent another bad one and see what they do.

 

[twinscrew698]

Been 2 weeks since i messaged them thru the customer service about how to go about re calibrating my torque wrenches and what the procedure was.......
Still waiting for something from them!
So far nothing........

 

[fitter30]

25 years ago gave a 3/8 torque wrench to a snap on truck that came to the shop. Wrench needed new ratchet guts never saw him or the wrench again. Never bought another tool from them again. And the company bought all my tools. Wright and sk go to tools.

 

[twinscrew698]

Makes you wonder if companies really care anymore.

 

[BlakeTheCarGuy]

I’m glad I have a Snap-on truck. Though it would be nice to get to keep the old tools though. Still waiting on mine to get my handle in for my screwdriver he says he has one but can’t find it.

 

[Lookin4'67Galaxieconv]

25 years ago gave a 3/8 torque wrench to a snap on truck that came to the shop. Wrench needed new ratchet guts never saw him or the wrench again. Never bought another tool from them again. And the company bought all my tools. Wright and sk go to tools.

Did you ever call customer service and give them this info? Or stew about it for 25 years?

 

[Mallen]

I had a snap on breaker bar snap off after years of abuse. They just send me a new one and didn't want the old one back. Ice also emailed them for manuals for various older tools like my old dwell.meter maybe a dozen different times over the years and they ALLWAYS get right back to me and send a pdf of whatever I needed.

 

[twinscrew698]

I had a snap on breaker bar snap off after years of abuse. They just send me a new one and didn't want the old one back. Ice also emailed them for manuals for various older tools like my old dwell.meter maybe a dozen different times over the years and they ALLWAYS get right back to me and send a pdf of whatever I needed.

Somehow they missed my request for sure.

 

[fitter30]

Did you ever call customer service and give them this info? Or stew about it for 25 years?

no i didn't. Company bought all my tools but never bought another snap on tool. Worked another 35 years after that for the same company 40 in all. Never bought another tool from them. Ran sevice work on industrial chillers and boilers. When i was in trade school 1971 went to a snap on dealer to trade in a 1/2" 3 /8" drive socket they said no. Gave them a second chance their loss.

 

[BillK]

Been 2 weeks since i messaged them thru the customer service about how to go about re calibrating my torque wrenches and what the procedure was.......
Still waiting for something from them!
So far nothing........

There is a set fee for each wrench. Give it to your Snap On guy and he sends it in. I have 4 Snap On torque wrenches and we get them done every few years.

By the way I never depend on E-mail or messaging with this type of stuff. Pick up your phone and call them.

 

[twinscrew698]

Thats is one of the first things i tried but got tired being on hold for so long was kinda irritating.
But going to have to go that route again after the holidays.

 

[Mr. D]

I'm not a professional just a DIY'er with some Snap On tools. Had a 10" screwdriver I broke the tip off of using it as a pry bar, yes my fault. Took pictures of it and filled out the online warranty claim and submitted. Couple weeks later a new screwdriver arrived in the mail. Doesn't get any easier than that.

 

[Dakotadadv8]

Agree they have been great especially during the 2020 heart of the pandemic. The SO striking pryer set looks nice.

 

[InsanePyro]

For what they charge for stuff they damn well better

 

[Boogerman]

Emailed with picture broken part 1 month ago; no answer. Remembered, forward first email yesterday, within minutes had answer new replacement in mail. Not work in shop now; hard take time off run down truck one day he in town each week; have to catch him on regular shop route, and he not very timely.

edit: Received part second day air Friday after email Tuesday. Good service; like usual

 

[Lt CHEG]

They simply are the best! I’ve got an older breaker bar where the ball pin detent has gotten wonky, probably from corrosion caused by storage in a damp shop for a bit. It still works but I figured I would see if Snap On would send me a rebuild kit since the newer breaker bars have a screwed connection instead of the older style peined in connection. I was totally willing to drill mine out and install the new one but Snap On wouldn’t have it and is instead sending me a brand new 24” breaker bar. You simply cannot ask for better service than that. I can’t always justify spending Snap On money for a tool, but when I can (or in this case when an older family member could) I have never been disappointed. Snap On customer service definitely gets an A++++

 

[m6z]

For what they charge for stuff they damn well better

Exactly.

 

[scooby074]

Ive gotten emails back from Snapon Customer Service on Sunday evening, for an email sent Sunday at lunch. It doesnt get much better than that.

Now on the delivery side, Ive also waited 3 months for gauges showing in stock on the website. I cut them a bit of slack for the delay do to the whole pandemic thing, but the website should have reflected the item being out of stock. CS was quick answering my request for status updates, but the delivery date got pushed back several times, again, pandemic, but it did leave a bit of a bad taste in my mouth.

 

[man-a-fre]

The warranty and customer service is why I buy Snap On when it goes South so do I , but it has been worth the investment for several years never had a warranty problem .

 

[rsanter]

I again broke a snap on socket, and I don’t have a SO truck guy anymore.
I called and again they ask a few questions and then sent me another one.

Only time they want the broken item back is when I bent a long 1/2dr ratchet.
They sent me a shipping tag and then sent me a new ratchet

No complaints thus far

 

[Pileit]

Once a huge snap on fan. When i was a young mechanic and then shop owner they financed and catered to my mechanics and i. As our population shrunk we sometimes would go a couple years without a dealer servicing our rural area. Love their tools, prices absolutely ridiculous. I tell young guys i wouldnt do it again, i would go with less expensiver tools that i could get replaced locally. This from a snap on nut. 2nd guy in state to have a tool wagon built for my hangar. I also have several other huge snap on roll cabs and top boxes for my house and commercial garage.