My Snap-on vs. Cornwell Customer Service Experience - is it typical?

lyonkster · Jan 14, 2010

I had to deal with both Snap-on and Cornwell in the past few days, and I am startled by the difference.

I bought a used Snap-on tap and die set, and the tap wrench was busted. I called Snap-on customer service, they cheerfully said "no problem, we'll send you a return tag and you can send the item back to us for replacement". I called a few days later to check on status, and they tracked it for me and told me it's out for delivery today. Overall a good experience (so far).

In contrast, I have dealt with Cornwell trying to get a replacement Cornwell logo for my toolbox. Customer Service (800 line) told me to talk to the area manager. I called the area manager, and after two weeks of phone tag, got him on the phone. He told me he does not sell logos, since people put them on cheap boxes and then sell them as Cornwell :wtf:

. So I called Customer Service again, they were unfriendly, gave me the third degree to prove that I do have the box ("How do you know your box is a Cornwell?"), asked me for the model number, the color, etc, only to tell me in the end that they don't deal with the public. Overall, quite annoying.

Is this typical?

Davefr · Jan 14, 2010

You're comparing apples with oranges. (ie a simple broken tool replacement vs. a special tool box emblem).

I bet Snap On wouldn't be too easy to get a toolbox logo from either.

48548 · Jan 14, 2010

Now I am glad I don't have any cornwell, :bowdown:

But if you were looking for a snapon logo more people would and or might have one and be willing to give it to you or sell it cheap. Cornwell is probably hard to find because more people have a box made by someone else.

Blacknwhitepit · Jan 14, 2010

Davefr said:
You're comparing apples with oranges. (ie a simple broken tool replacement vs. a special tool box emblem).

I bet Snap On wouldn't be too easy to get a toolbox logo from either.

No problem with getting the emblems from Snap on... My dealer just ordered them. I bought 3.

I don't think you can order them over their website though.

-BWP

comedyman809 · Jan 14, 2010

why wouldnt you just have your cornwell supplier verify that you cornwell box is indeed a cornwell, and then go through him.

im am against fake items, so yeah anyone could order an emblem and make their cheap peice of junk look like a nice brand....that agravates me.

if the dealer came in and looked at the box, then he could deal with cornwell....agree?

lyonkster · Jan 14, 2010

Davefr said:
You're comparing apples with oranges. (ie a simple broken tool replacement vs. a special tool box emblem).

Not sure I get this comparison. If anything, I am getting something from Snap-on for free, whereas Cornwell is refusing to take my money for the logo... Seems back asswards to me that Snap-on is so helpful and Cornwell is not

.

lyonkster · Jan 14, 2010

comedyman809 said:
why wouldnt you just have your cornwell supplier verify that you cornwell box is indeed a cornwell, and then go through him.

im am against fake items, so yeah anyone could order an emblem and make their cheap peice of junk look like a nice brand....that agravates me.

if the dealer came in and looked at the box, then he could deal with cornwell....agree?

Agree. But at least so far, I've been told "Cornwell does not sell replacement logos, period". I'd be happy to have a Cornwell dealer come to my house to verify...

seth_man · Jan 14, 2010

well some cornwell area managers are just morons, and are very difficult to deal with. and cornwell customer service isnt supposed to deal with the public thats what the dealers are for. never had a problem with anything cornwell related when i had my dealer take care of it. while he was on vacation i called the area manager to get my locks replace on my box under warranty and seriously i thought somebody was screwing with me, he was a complete ***** to the point where is was actually funny to watch or listen to him talk.

Billin21 · Jan 14, 2010

I was a Cornwell dealer and left because they are a hard company to deal with. Best of luck getting your logos

scottmlew · Jan 14, 2010

Billin21 said:
I was a Cornwell dealer and left because they are a hard company to deal with. Best of luck getting your logos

Tell us more!

fwiw, my experience direct with dealers (ok, 1 dealer) has been stellar. My phone experience, not so much. In addition to an inability to help, apathy was just dripping from every word this woman I spoke with uttered.

Bull · Jan 14, 2010

Vince (autoace) seems to have a good relationship with his dealer. Perhaps he can offer some insights?

lyonkster · Jan 14, 2010

scottmlew said:
My phone experience, not so much. In addition to an inability to help, apathy was just dripping from every word this woman I spoke with uttered.

Yes, must have been the same woman I talked to... The whole attitude was "ugh, why do I have to bother with this?". Night and day compared to the cheerful and helpful lady I talked to at Snap-on...

back2class · Jan 14, 2010

My 2 experience with Cornwell:

I needed a ratchet rebuild kit, called cust service. They then had me call the service manager for my state, then was informed that there was no dealer in my area but he would be in my area servicing the dealerless folks in a few weeks. Had to meet him but got the ratchet fixed. Corprate would not deal with me, only would allow me to deal with the area manager. A simple rebuild kit would have been easier for all of us.

Another time I wrote a letter about my disgust with chinese pliers I got. Few weeks later the company president wrote me back. That was nice, but the letter basicaly said get used to it.

I am not too impressed with the Cornwell people

autoace · Jan 14, 2010

Bull said:
Vince (autoace) seems to have a good relationship with his dealer. Perhaps he can offer some insights?

If you PM me, I'll send you to the right place, you might get an emblem, but Cornwell out sources their boxes, so they may not even have one for that series, don't know.

Cornwell, Snap-on, MAC, Matco...............customer service is ALWAYS luck of the draw. Everyone had good and bad sites from them all. I have dealt with Cornwell alot, as well as others.

All truck tool companies should treat customers better than they do, I'm tired of paying the high prices, for disappointing service from several truck tool companies, as well as ever growing QC problems.

Zrexxer · Jan 14, 2010

back2class said:
Another time I wrote a letter about my disgust with chinese pliers I got. Few weeks later the company president wrote me back. That was nice, but the letter basicaly said get used to it.

I am not too impressed with the Cornwell people

I wrote them when I discovered the Made in China sticker on my Cornwell service cart, they opted for the "ignore him and maybe he'll go away" approach with me. They never said diddly squat to me.

autoace · Jan 14, 2010

back2class said:
My 2 experience with Cornwell:

I needed a ratchet rebuild kit, called cust service. They then had me call the service manager for my state, then was informed that there was no dealer in my area but he would be in my area servicing the dealerless folks in a few weeks. Had to meet him but got the ratchet fixed. Corprate would not deal with me, only would allow me to deal with the area manager. A simple rebuild kit would have been easier for all of us.

Another time I wrote a letter about my disgust with chinese pliers I got. Few weeks later the company president wrote me back. That was nice, but the letter basicaly said get used to it.

I am not too impressed with the Cornwell people

I'm going to raise a fuss about this, if they want to be little twerps about it, I'll get used to non-USA products without their name on it, and if they won't deal with the public, I will tell my dealer I don't want any more tools. This thread is going to corporate, but I have all but throw my hands in the air with Cornwell, they don't listen. It may be their demise by being soo foolish.

mrshaun · Jan 14, 2010

Davefr said:
You're comparing apples with oranges. (ie a simple broken tool replacement vs. a special tool box emblem).

I bet Snap On wouldn't be too easy to get a toolbox logo from either.

kn300bns how many do you want... let me change that... they do not sell them on the site, but I bet if you found a dealer they could order that part number for you.
or go to ebay and type in snap on sticker or emblem or logo and you can find them. A dealer in Oklahoma sells them daily on ebay.
Kn300bns is the stick on logo. easier than messing with the rivets.

Billin21 · Jan 14, 2010

autoace said:
I'm going to raise a fuss about this, if they want to be little twerps about it, I'll get used to non-USA products without their name on it, and if they won't deal with the public, I will tell my dealer I don't want any more tools. This thread is going to corporate, but I have all but throw my hands in the air with Cornwell, they don't listen. It may be their demise by being soo foolish.

Good Luck. They don't listen to their dealers either. They booted 2 dealers in my area. They didn't listen/give a rats *** about the problems I was having. As a new dealer, you would think they would pay a little attention to me... So, I left and I will be sending a letter to the president whenever I can write it without sounding like a *****...

autoace · Jan 14, 2010

Billin21 said:
Good Luck. They don't listen to their dealers either. They booted 2 dealers in my area. They didn't listen/give a rats *** about the problems I was having. As a new dealer, you would think they would pay a little attention to me... So, I left and I will be sending a letter to the president whenever I can write it without sounding like a *****...

They are ******* me off also, so be it, all companies foisting junk, will pay for their mistakes in the end. In a world of soo many good alternative brands, I don't know what some of these manufacturers are thinking, this is not the time to let things slide, when competition is soo high.

lyonkster · Jan 14, 2010

mrshaun said:
go to ebay and type in snap on sticker or emblem or logo and you can find them.

I saw those. Maybe I'll buy one and stick it on my Cornwell tool box, that'll teach 'em (J/K)...

mrshaun · Jan 14, 2010

I have customers that put them on anything and everything.
I had one on the back of my 4x4 dodge ram. Looked like a regular emblem . still there after 6 years of being stuck to the tailgate.

lyonkster · Jan 14, 2010

Well, just to make the difference even more stark, I received my promised "return tag" from Snap-on today. Looked inside the box, and they actually sent me the new tap wrench outright, without ever seeing the busted one. How's that for Customer Service? It's almost easier than exchanging tools at Sears...

bowtie3 · Jan 14, 2010

Billin21 said:
They booted 2 dealers in my area.

Why on earth would they boot 2 dealers, looks like they need all they can get.

econoaddict · Jan 14, 2010

I purchased a cornwell toolbox a couple years ago, it came with a matching tool cart.

The cart has been replaced once already, it has been crappy all along. The replacement is just as bad. I parked it next to the box and use it to store low use tools in, basically it just sets and tries to look good.

Well the big Cornwell logo on the front keeps falling off, our cornwell dealer seen it and asked if I wanted a logo, I said no because it wont stay on anyway, fast forward a couple of weeks.....he shows with a big nice new logo.....yeah fell off all by itself a few days later. Once again i tell him forget it not a big deal. He said not a choice he was going to get another logo. Haven't seen him since then, 3 months now lol

rustyproject · Jan 14, 2010

Snap On gets my praise for good service. Right before Christmas I called about some broken tools. Customer service rep was friendly and actually cared. Sent me a rebuild kit for a ratchet and a return tag for other broken tools. Got tools back pretty quick (3 weeks) right before Christmas.
I had Mac Tools call me this week about a note I put in returned tools. I was shocked. Customer service rep was nice. You could tell the woman(Girl) cared. I had ask for a 2010 new Catalog. She informed me she didn't have one but could send me an older one. We deal with Bostitch at work and wish she would teach the caring(Ask the right questions,follow up)attitude to them.Oh yea Bostitch and Mac both owned by Stanley.

crewchief888 · Jan 14, 2010

over the 25 or so years ive been a pro wrench ive seen 1 cornwell truck, 5 or 6 years ago he stopped by 2 times and disappeared never to be seen again.

snapon and mac are hit and miss 4 mac dealers, 5 snapon dealers in the last 10 years. 1 long time matco dealer. only business snapon and mac get from me are warranty stuff, when i "need" something, my matco guy can usually get it, he even took care of dealing with fluke on an old damaged meter. my meter was damaged beyond repair, i ordered a new meter from fluke through him, and paid him off for it over the next couple months. :thumbup:

i need more tools like i need a hole in the head, only stuff i need is what i loose, or grows legs

:beer:

vssjim · Jan 14, 2010

I had to send in some snap on stuff and it took 2 and 1/2 months to get it returned

jeepnut24 · Jan 14, 2010

How can you pros put up with that kind of service??? That would drive me nuts if I couldn't get good service for the tools that pay the bills.

crewchief888 · Jan 15, 2010

jeepnut24 said:
How can you pros put up with that kind of service??? That would drive me nuts if I couldn't get good service for the tools that pay the bills.

i need more tools like i need a hole in the head,
replacing my damaged fluke cost me under $300, blue point 3/8 dr cordless impact under $250, and for tools that pay the bills, i havent spent more than $500 in the last 11 years. i rarely buy a set of anything anymore, i only get the wrench/socket/driver i have to have.
my "at home/shop" tools i really have to justify to myself that the purchase is worth it, i'd like to have a small TIG welder and small sheet metal brake for one project on my s-10, but will i buy them? probably not, it'll just be one more thing to use a couple times, and set aside. :wtf:

i like to think i'm getting smarter in my old age, maybe it's the responsability i feel to the other half and her kids, and to provide them with the best we can afford to give them.

:beer:

lyonkster · Jan 15, 2010

econoaddict said:
Well the big Cornwell logo on the front keeps falling off, our cornwell dealer seen it and asked if I wanted a logo, I said no because it wont stay on anyway, fast forward a couple of weeks.....he shows with a big nice new logo.....yeah fell off all by itself a few days later.

Sounds like someone has an extra Cornwell logo - want me to take it off your hands?? :beer:

Vinko · Jan 15, 2010

Mentioned this in another thread, but: mailed in a 3/4" Cornwell combo wrench that I bought on here in a set. First time I turned a bolt with the box end, it cracked.

Sent it in to Cornwell with a note saying, look, I bought this used as part of a set. I understand if you can't warranty it. If you're willing, please send a replacement back.

Got a new one in 2 weeks.

Since 3/4" wrench isn't a rare specimen of tool, I didn't mind the wait.

Billin21 · Jan 15, 2010

bowtie3 said:
Why on earth would they boot 2 dealers, looks like they need all they can get.

There is a new District manager here and he is very "Gung Ho"... Im assuming their purchase average wasn't good enough and as I understand it, he used them as sort of an example.

autoace · Jan 15, 2010

Billin21 said:
There is a new District manager here and he is very "Gung Ho"... Im assuming their purchase average wasn't good enough and as I understand it, he used them as sort of an example.

The purchase average may have been higher, if their QC was on. Bogus defects cost tool companies more than they realize. Some of the junk they serve costs them thousands per customer, in future lost sales.

My Snap-on vs. Cornwell Customer Service Experience - is it typical?

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Super Moderator

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

ALLIANCE MEMBER

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member

Well-known member