Cornwell Tool Truck Wierdness

[Chris Adams]

One would think but as far as I am aware no one ever called back asking why?

Must be making money hand over fist I guess . . .

Probably not.

It has to do with how corporations are structured, not any 'business' reason.
I have never worked with that particular outfit (only bought from them once) but trust me, that's how most companies are structured.

The profit tap ain't connected to the customer service point, is one way of looking at it.

Another is the bureaucracy level in most corporations has hit the point where it is no one person's problem when things go bad.

If they layer on enough 'cover your ***' or other job level protections then if each employee does his job, poorly or well, but within certain criteria, then nothing bad can happen to them.
And those criteria are never set on something like 'doing a good job' or 'helping a customer'.
It's always some paperwork goal, or something as awful as charity begging or suggestive selling a flashlight, never knowing his job and doing it.

Eventually most companies get to this point.
Cornwall and Grangers are just common examples.

 

[ServiceWithIntegrity]

It's sad how the Cornwell guy wouldn't let you on the truck. I know this may be off topic, but our local Snap-On guy came buy my shop last week to give every technician a free hat and wish us "Merry Christmas", it was a really nice gesture considering we all haven't bought much frorm him this year due to the rough economy. I feel the Snappy dealer understands good business practice.

 

[Roots]

Yup, our company did over 100K in sales with these fucken *****'s never mind all the $$$ I spent there buying all of my Amrstrong tools with them.

Over 25 years of loyal service with these morons, and the day I need to warranty a Armstrong item.

The kid in the back says you're SOL . . . I told him I have been doing business with your company longer than you have been having wet dreams.

.....Long story short called Armstrong direct, they took care of me . . . Went back to work, told my manager of the piss poor treatment and that they would NOT honor the Armstrong warranty.

We have over 2 million dollars worth of tools from them . . .

He picked up the phone and canceled the next 100K yearly order with them on the spot.

If you were doing that volume of business, why were you dealing with a "kid in the back"? I'd be shocked if your industrial rep didn't just send a replacement product out immediately, with little concern for actually picking up the tool to be sent in for warranty.

 

[wafrederick]

I had a Cornwell dealer and he went under.He treated me right when he came in and I never owed any money to him,Paid him right on the spot.I hand my broken Cornwell tools to my brother Scott and I never had a problem with his dealer replacing my broken Cornwell tools.Have a Hose hook with a broken off tip already.

 

[Kev442]

I actually respect Cornwell for protecting their dealers and not selling direct.
I have a supplier I sell about 100k a year of their product and they are behind my back selling another 100k in my area. If those jackoffs would can their salesman, they would save 60k on a salary and I would still sell at least 80k of the 100k they sell. Win-Win, but they just don't get it.

 

[Rickochet]

That tool dealer is displaying very poor salesmanship! He will be out of business in a flash! Are you sure his truck didn't say "Cornhole Tools".............. Sounds more appropriate for him!!!!!!

 

[Theloniousmonk]

I actually respect Cornwell for protecting their dealers and not selling direct.
I have a supplier I sell about 100k a year of their product and they are behind my back selling another 100k in my area. If those jackoffs would can their salesman, they would save 60k on a salary and I would still sell at least 80k of the 100k they sell. Win-Win, but they just don't get it.

our old ind.maint shop had a similar situation with one of the equipment manufacturers/suppliers... the regional rep was best buds w/ a competing shop on the other side of the state... we had higher sales avg's, more accounts, more cert's, etc... places 5 fig parts orders quarterly... never once had a conversation w/ the guy, did all our dealings direct w/ the manufacturer... he did send us a letter once complaining about how we were supposed to go through him for parts orders and equipment warranty billing... we threw the letter away.

 

[mrshaun]

i strive to not have any complaints about my service
other dealers i know are not that do not care that much.
Our old cornwell now has the decals off his truck and waiting for the mac decals to show up.

 

[moparmuscle88]

ive seen the cornwell truck around here but never caught up with it. the one shap on guy around here is an *******, the other guy i just met a few weeks ago was great, helped me out, and told me if i ever need anything call him and he,ll stop by my house since its on his way home

the matco guy here is also cool as well, MAC, hes nice too, but hes probably out of business by now since alot of the shops dont buy anything from him

 

[jeffj78]

All of the dealers are different. I stick with the ones who are pleasant to deal with. My Matco guy is tops. I've gotten some "what I call odd" tools from him over the last 5 years and he takes cash/credit with no problem.

My weird story - Some years ago, I needed a weather pack removal tool. I called a friend who was a mechanic at the local Olds dealership - their Snap On guy would be there around lunch time. Stopped by and he wouldn't sell to me because I didn't have an account with him. I told him I really needed the tool and would pay cash, he could keep the change. I think it cost less than $10 and I was going to give him a $20 bill. He just flipped out and threatened to call the police! My mechanic friend walked over with his $20 bill, bought the tool and handed it to me right in front of the SO guy!!!