hassle with mac tools warranty

[sludwinjr]

this has been going on for roughly 6 weeks now, i have a mac tools tripple bank tech series box mb1080. about 6 weeks ago, i was on luch leaning on my box, and i heard a weird twang like sound come from the left side of my box. i looked at it and noticed the left side seam where the side and top piece of the box are spot welded 2 of the spot welds broke/popped and the is a gap about 6 inches long where i can actually fit a razor blade in. after numerous phonecalls and emails to mac customer service, a rep comes and looks at it, says just the powder coat is missing, then i prove to him there is a gap and he takes pics. now 4 more weeks go by and again numerous calls and promises the gap is wide enough for a nickle to fall in.....the district mgr looks at it finally and tells me at this time he wont warranty it and will only warranty if and when the drawers do not open and lose functionality.
i will try and get pics up of the gap, but mac wont do anything until the box falls apart .......... the real kicker is my mac dealer told me to bad, even though i spent $19000 with him last year....guess i should have read up a littlle more on mac tools , didnt know they had this poor of customer service.

 

[padronanniversary]

fore reasons like that, i dump brands. I'd sell off all those mac tools in spite and buy snap on or some other brand and find a dealer who will treat you right. There is no excuse for not warrantying work that is defective. Hell I'd remind the dealer how much you had spent with him, along with others in the shop, and if he still does not do anything, ask Mac never to come back.

 

[Merkava_4]

Are you talking about the top edge of the box over by where the rubber mat comes to?

 

[sludwinjr]

yes, where the side meets the top with the mat. if i tap the side of the box it rattles now, the box is roughly a few months old and was purchased brand new.

 

[padronanniversary]

take pics, publish your story, and email link to pres of mac tools

bad press gets things fixed, then once its fixed, sell them all and go to another brand

 

[Merkava_4]

Did you save your receipts of the box and all the tools you've bought from MAC? The reason why I ask is because it might help you case if you have to go to small claims court. You're also gonna have to get real good with the camera so that the judge can see exactly what the issue is.

 

[MrMark]

Is this in California? California lemon law applies to any consumer good with a warranty. They are not honoring their warranty. Make them take it back and refund your money. How much did it cost? Small claims limit is $5000. You may have a problem there. I can't believe anyone would buy MAC these days.



Document the meetings where they have denied your warranty claim.

 

[sludwinjr]

im in connecticut, have all reciepts..

 

[Merkava_4]

I'm actually quite surprised they didn't offer to send you a new box right away. Spot welds coming undone is usually an obvious manufacturing defect. You might have to go to small claims court.

 

[sludwinjr]

not the best pic, but ill get better ones up later

 

[Slip_Kid]

Totally unacceptable, they must make good on this.

 

[Hiball]

Wow... Thats Terrible, I cant believe your dealer after spending 19K last year cant get something done. Any District Rep who cant see that is a problem deserves to lose his job and any business that goes with it. Ill be honest with you, Mac (Newer stuff) has to be cheap for me to buy it anyway, but its damn near gonna have to be Free from now on. Keep us posted and i would definitely take some good Pics, (Better than what you have currently) and start building a case and internet log to send to the higher ups.

Steven

 

[billymade]

I would call Mac Tools Customer Service and escalate the issue.... the DM can't help you... who is above him?
http://www.mactools.com/CustomerService/WarrantyReturns/tabid/68/Default.aspx

 

[Griff93]

I had a slightly different issue with my KRL1001 and Snap on took care of it but it took them about 2 to 3 months just for reference. I would be extremely unhappy with Mac and start climbing the corporate ladder until I found someone that would make it right.

 

[Lump]

Wow, I have always been so proud of the older Mac tools that I inherited from my Dad. He would often show me comparisons of features of these premium tools versus cheaper tools...both Asian and USA-made stuff. So now that I am trying to figure out which brands to collect, I had been leaning towards Mac. I LOVE the old Mac tools Dad had. But after reading about this, and seeing some of the comments which follow...man. Maybe I dare not try to assemble a collection of old Mac tools??

 

[dsan]

Send MAC a printout of this thread. Keep bumping this thread. A lot of people are on this website.

 

[Goinlow]

I agree MACs quality is going downhill. The old Mac sabina stuff is still amazing but not the new things. This just makes me not want to buy from them even moreso.

 

[Ghostrider]

I would be hot for sure and as already stated above start climbing the corp. ladder till something was done to fix the problem.

 

[mrshaun]

that would mean a new box if you were a snap on customer.
no hassle.

 

[sludwinjr]

called mac customer service today around 9am est, explainded the issue again and that i wanted to speak with the regional reps boss.....they said they cant give that info out but would have someone call me asap...no one called back, its now 5pm, have no other
phone numbers or email for anyone at mac so guess im beat.....

 

[Lump]

I agree MACs quality is going downhill. The old Mac sabina stuff is still amazing but not the new things. This just makes me not want to buy from them even moreso.

Don't want to hijack this thread...but have one related question:
When I find used Mac tools for sale, if they have "Sabina, Oh" stamped on them, then are they considered to be fine quality tools, as my Dad taught me in the 1960's? Has anyone had complaints about the quality of those Mac tools?

 

[sludwinjr]

called mac customer service today, talked to customer service and supervisor and both said if the regional guy said he wont warranty it nothing they can do, they wont give out info for anybody that is higher. she said someone will call me maybe. but he has the final say, so im at a standstill....dont know what else to do. if there is a mac tools rep on here let me know if you have any other people i can call...thanks

 

[Ford12508]

If you have a friend who is a lawyer, have him make up a draft of the complaint and include his name at the bottom along with a business card and send it to them, or even tell them that your lawyer is getting involved. It ***** to be "that guy," but you are in a really crappy situation. Also, if you can't get a new box, and you really do spend that kind of money with your dealer, I would be pissed. I would simply spit on your hand and shake his and tell him never to come back.

 

[SS5150]

You didn't park a skidloader or something on it?

Can't see how that isn't a product defect.


I know I wouldn't be buying Mac products again if they won't step up for you.....

 

[chadster1]

that would mean a new box if you were a snap on customer.
no hassle.

Ditto. I have had a KRL1022 and a KRL1023 replaced for customers in the past. Something like that would just require a manager to come out and look at the box, take pics, fill out a form and then ask you what color you want your new box to be.

 

[MattT]

Ditto. I have had a KRL1022 and a KRL1023 replaced for customers in the past. Something like that would just require a manager to come out and look at the box, take pics, fill out a form and then ask you what color you want your new box to be.

So y'all need a manager's co-operation to warranty a box too. I'm wondering whether the problem is Mac or just an ****** manager??

What I'd try next is emailing Mac and saying "A couple of welds have broken on my box. Is this covered by warranty?" and getting an answer in writing. If they answer yes forward the email to your truck guy asking him to forward it to the manager copying you. Time to establish a paper trail.

 

[sludwinjr]

as i said before, the regional manager came out and looked at it and said he wont repair it or replace it until it is structurally damaged meaning the drawers will no longer open correctly. also called/emailed mac customer service and they said only the regoinal manager can approve a replacement/repair under warranty so if he didnt approve it there is nothing they can do.

i think i have run out of options unless i take them to court, not sure if its worth it..

 

[caper]

I'd get some good pics of the problem and email them directly to Mac Tools with some comments about the situation and how disappointed you are in your purchase and the total lack of service you've been receiving.If that didn't work I'd damn well make sure the box failed bad enough that the drawers wouldn't open,probably by jamming the regional managers head in them.

 

[rhastings80]

I would call again and politely tell the person on the phone they don't make enough money to hear you ***** and politely ask for their supervisor.

If that doesn't work launch a "Executive Email Carpet Bomb"
http://consumerist.com/2007/05/how-to-launch-an-executive-email-carpet-bomb.html

Or contact Stanley;
http://www.google.com/finance?q=NYSE:SWK

Good luck.

 

[Hiball]

I'd get some good pics of the problem and email them directly to Mac Tools with some comments about the situation and how disappointed you are in your purchase and the total lack of service you've been receiving.If that didn't work I'd damn well make sure the box failed bad enough that the drawers wouldn't open,probably by jamming the regional managers head in them.

LMAO... Thats Good stuff Caper.

 

[DarrenF]

Around here Mac has a bad reputation for warranty issues.

I mentioned to my Snap On dealer the other day about a slightly sticky slide on my 2 month old krl7023. He went out to his truck right then and returned with a new pair of slides, and asked me if i would like him to change them for me. He also warrantied all the slides in my home box, which i bought on ebay. He treats me good and i buy a fair bit of stuff from him as a result. Screw Mac.

 

[toolnut]

Man I'd be totally po'ed about that. That is the reason I stopped buying Mac tools - the quality tanked and they don't stand behind a damn thing. That's why the Snap-on guys in my area do so well - no real competition! Good luck and I hope you get some recourse.

 

[MrMark]

as i said before, the regional manager came out and looked at it and said he wont repair it or replace it until it is structurally damaged meaning the drawers will no longer open correctly. also called/emailed mac customer service and they said only the regoinal manager can approve a replacement/repair under warranty so if he didnt approve it there is nothing they can do.

i think i have run out of options unless i take them to court, not sure if its worth it..

I could have told you this would happen. There is no point wasting your time further. I'd hate to be in your shoes because of the inevitable hassle you are up against, but you are going to have to sue them is the bottom line. You need to check the CT lemon laws, because there may be some good surprises in there for you. In CA, where I can speak, there is a civil penalty for bad faith failure to warranty the product. You would sue for the civil penalty and a refund of your money. A good lawyer would have MAC whipped fast.

 

[tyreguy25]

I have heard about Mac's warranty issues myself, and honestly, will not even call our Mac rep for anything. If one of the TWO items of theirs that I have breaks, I will replace it with Snap-On or Matco. Mac is headed downhill in a hurry.

 

[Hiball]

Damn Dude.. This whole sitsuation *****. I wouldnt let it go, I would give the Regional rep 1 more chance and then pursue legal action. I Definitely would advertise the issue with all the local shops and anybody who does business with your dealer. There are laws that protect consumers, Its just a matter of documentation and investigating what applies in your state etc..

Good Luck

 

[tyreguy25]

Like Hiball said, put your situation out there and let everyone in the area know what they are doing to you. They are required to cover this under their own warranty due to faulty workmanship. Be sure to tell the Regional Manager that you will seek legal action if he does not do anything right now.

 

[DarrenF]

Years ago, i got screwed with a warranty issue with a video card i bought at The Future Shop. To make it short, the $350 video card i bought died. They forced me to upgrade to a $650 dollar card or get nothing. This cost me an additional $300. I was very angry, so I wrote up a story and posted it up on several computer forums. My posts got a lot of replies. I collected all the links to my posts and sent them in an email to thier head office. The next day i got a call from my local store manager telling me to come down and pick up my money. I got a full refund and got to keep the $650 video card.

The squeaky wheel gets the grease they say.

 

[chadster1]

Years ago, i got screwed with a warranty issue with a video card i bought at The Future Shop. To make it short, the $350 video card i bought died. They forced me to upgrade to a $650 dollar card or get nothing. This cost me an additional $300. I was very angry, so I wrote up a story and posted it up on several computer forums. My posts got a lot of replies. I collected all the links to my posts and sent them in an email to thier head office. The next day i got a call from my local store manager telling me to come down and pick up my money. I got a full refund and got to keep the $650 video card.

The squeaky wheel gets the grease they say.

I am hoping that this same tactic works for me with Polaris. I went the extra step and registered a domain name.

 

[DarrenF]

My 05 Polaris 900 Fusion's crank snapped in half in march. I hear ya brother.

 

[chadster1]

So y'all need a manager's co-operation to warranty a box too. I'm wondering whether the problem is Mac or just an ****** manager??

What I'd try next is emailing Mac and saying "A couple of welds have broken on my box. Is this covered by warranty?" and getting an answer in writing. If they answer yes forward the email to your truck guy asking him to forward it to the manager copying you. Time to establish a paper trail.

A manager has to fill out a form to get the replacement box ordered. Snap-on does not give an individual dealer the authority to write a credit memo for the several thousand dollars that a replacement box would be. In my experience, the only issue in situations where a toolbox need replaced is customer satisfaction.