Customer Service... Value added?

[84TurboBuick]

Now I know there are a ton of threads about Sears, Snap-On, Toptul, Mac, Matco...etc.... customer service stories....the good, the bad, the ugly.

But I want to take a different angle for a minute. And I want to ask you guys a question...

Does great or good customer service increase the value of a tool brand?

Just as an example....

The Craftsman name, and to an extent its quality has decreased over the years in part due to piss poor customer service! Snap-On to some, while generally regarded as the top in tools, has lost many a customer due to crappy drivers being jerks to their customers.

On the flip-side of that are examples like Mike Wren, the "Toptul guy".... and DaveBlank, our resident "Matco guy". And just for Neal...Cornwell..(they do seem to have really good drivers). Now these brands seem to exude quality just for the fact that thier representatives are helpful and treat people with some respect.

So I just wanted to know if its just me, or do any of you feel the same?

 

[paranoid56]

i usually pay a little more for better CS. one place that i do this a lot is crutchfield. those guys know CS. always throw in extra stuff never and issue super quick. just love them.

 

[tw33k2514]

Its funny that you posted this topic today. I was just talking with some buddies about this exact thing. And for some reason we all agree that buying from Matco just feels good, because as a company they seem to do so many things right. Things that snap-on seems to lack as of late. And as a student, I can tell you that Matco has a much better program than snap-on does. That being said I tend to buy whichever tool I feel is the best.

 

[Fedwrench]

It may not be customer service but, ease of warranty as you mentioned with Craftsman for example. Since customer service varies so widely with each tool truck franchisee, I think it's hard to automatically equate excellent customer service with a particular brand. Everyone has bad stories to tell about a tool truck driver. I on the other hand have been lucky and was treated good across the spectrum of brands. I too, have found Cornwell Dealers to some of the nicest around. They have a tough sell but, they keep trying.

 

[The Muffin Man]

I do think that customer service and ease of warranty should increase the value of a tool brand.

The Matco and Snap-on dealers in my area are stand up guys. The Sears and Harborfreight are also very helpful. Mike Wren is also an extraordinary gentleman. I've been extremely lucky.

 

[scottmlew]

The customer service can certainly greatly enhance a brand, as long as they have a solid base to start from.

Speaking of which -- if anyone has a good Cornwell guy/gal that'd be willing to ship product to San Antonio, PLMK. I've had no luck finding a local dealer.

 

[rsanter]

yes, customer service is a value added to the item
I would pay a little more knowing that I will have no issues with warranty or returns

I pay more for SO knowing that odds are I will never have a problem with the tool and odds are I will not bust my knuckles when something breaks

bob

 

[Packard V8]

Customer service is a luxury which many don't care about or cannot afford. WalMart pushed Sears out of the way to become the world's largest retailer with lower prices on Chicom clothes, not customer service.

Harbor Freight is well on their way to putting every other tool company out of business with lower prices on Chicom tools.

Simple way to fix it. No import duties. Any country sending products here must show US inspectors they are produced under the same safety and environmental regulations as here in the US.

thnx, jack vines

 

[ATTappman]

I wish I had some way to experience "customer service" from the tool truck brands. I've seen a Snap on truck once in my life, never seen any of the others. I just called Cornwell - they told me I have to buy tools from a dealer but they wouldn't tell me who or where the dealer is. Oh well. At least I can buy tools from Snap on's web site. If I want SK, Proto, Knipex, etc. I buy them online from whoever has the lowest price. Do they know anything about tools? Can't say. They could be running a business out of a state prison for all I know.

Come to think of it, the idea of discussing the merits of one tool vs. another with a knowledgeable dealer - I've never experienced that. I doubt I ever will. I guess "customer service" now means, do they give you your money back when they sell you something crappy or the Post Office loses your package? Do they lose your order or not have anything you want in stock? Or like Cornwell, are they even willing to sell you anything in the first place?

 

[daveblank]

Does great or good customer service increase the value of a tool brand? QUOTE]

To me, it adds value to the distributor/business that you bought it from.

A quick example. About a month ago, someone that I do VERY little business with stepped onto the truck & asked for the cheapest flashlight that money could buy. I tried to show her the Streamlight & explain the benefits but, she had a defective one in her pocket. She said that the distributor that she bought it from told her that it was her responsibility to mail it to Streamlight for warranty repairs. There is a Streamlight repair facility less than 1/4 mile from where we were. I told her about it & offered to drop it off & return it the following week since I go by there anyway. It's kind of fun getting something taken care of with another companies name on it. Tina is now my customer.

Did this incident make the other company look bad? No, just the distributor. Me, I was doing what I always do, my best. Nothing more, nothing less. Some times it's not enough, but, most of the time, it gets the job done.

 

[84TurboBuick]

Does great or good customer service increase the value of a tool brand? QUOTE]

To me, it adds value to the distributor/business that you bought it from.

A quick example. About a month ago, someone that I do VERY little business with stepped onto the truck & asked for the cheapest flashlight that money could buy. I tried to show her the Streamlight & explain the benefits but, she had a defective one in her pocket. She said that the distributor that she bought it from told her that it was her responsibility to mail it to Streamlight for warranty repairs. There is a Streamlight repair facility less than 1/4 mile from where we were. I told her about it & offered to drop it off & return it the following week since I go by there anyway. It's kind of fun getting something taken care of with another companies name on it. Tina is now my customer.

Did this incident make the other company look bad? No, just the distributor. Me, I was doing what I always do, my best. Nothing more, nothing less. Some times it's not enough, but, most of the time, it gets the job done.

I like your example... thats the type of thing that I'm talking about.

However, I do have do disagree with you about the distributor looking bad, not the company. Most people I think look at the situation this way..... the distributor is the company. They are the face behind the product.

Using your example..... Streamlight to her is not the quality product is was... and Matco Tools has now moved up a few notches. Why? Because to her, you are Matco tools.. and your customer service has just increased her perception of the brand and the quality. Did Matco all of a sudden start making better tools in the 7 days until you saw her again... of course not. But in those 7 days her customer service rating of you and Matco tools did increase... and to an extent the quality of your product.

 

[scottmlew]

I just called Cornwell - they told me I have to buy tools from a dealer but they wouldn't tell me who or where the dealer is. Oh well.

Exact same thing here I called them Monday and that was the same experience I had. I've also sent them numerous "emails" through their web form and haven't heard back, and I've submitted the dealer request form a few times too -- again, no response.

 

[ATTappman]

Exact same thing here I called them Monday and that was the same experience I had. I've also sent them numerous "emails" through their web form and haven't heard back, and I've submitted the dealer request form a few times too -- again, no response.

So I don't know whether to call this poor customer service or not. We can't even become customers in the first place.

 

[paramudduck]

I know my perception of Snap-on tools has been greatly decreased due to numerous customer service problems experienced by me and seen done to others.

 

[autoace]

I know my perception of Snap-on tools has been greatly decreased due to numerous customer service problems experienced by me and seen done to others.

The service is really what hurts Snap-on.

 

[autoace]

I wish I had some way to experience "customer service" from the tool truck brands. I've seen a Snap on truck once in my life, never seen any of the others. I just called Cornwell - they told me I have to buy tools from a dealer but they wouldn't tell me who or where the dealer is. Oh well. At least I can buy tools from Snap on's web site. If I want SK, Proto, Knipex, etc. I buy them online from whoever has the lowest price. Do they know anything about tools? Can't say. They could be running a business out of a state prison for all I know.

Come to think of it, the idea of discussing the merits of one tool vs. another with a knowledgeable dealer - I've never experienced that. I doubt I ever will. I guess "customer service" now means, do they give you your money back when they sell you something crappy or the Post Office loses your package? Do they lose your order or not have anything you want in stock? Or like Cornwell, are they even willing to sell you anything in the first place?

I said in another thread, I can hook you up with a "global" Cornwell dealer, free shipping to your door. You need a dealer yes, but you don't need a dealer for warranty.

 

[Diesel_Crawler]

My Snap On guy won me over with service, that's what i started buying Snap On tools in the first place. Then i found a quality I had been lacking in some tools and been stuck there ever since. I had hit up the SK guy once, I asked about a ratchet kit (Which i was going to pay for) For one of my grandfathers ratchets that I wanted working so i could keep it. Before i could say i would pay for it, he told me tough luck that i did not buy it from him so it was a no go. So I left and took my 3K left from my student loan else were.

 

[Billin21]

So I don't know whether to call this poor customer service or not. We can't even become customers in the first place.

As an EX Cornwell dealer, I must say they treat their dealers in much the same manner

 

[-B-]

There is a level of costumer service that is implied with every business, going above that is the least a company can do to stay in business.


Chain restaurants are one of the wost example of minimum customer service. manager whom thing that taking that appetizer or desert of a bill is adequate for misgivings during a meal ( bad food, slow service, inordinate amounts of lag time)

 

[Merkava_4]

Is customer service the same as customer support?

I'm thinking customer support for tools like test instruments would be a necessity. I've heard that Fluke offers excellent customer support and that would weigh heavily on my decision to buy their product.

 

[myslow2002gt]

The only company I've ever needed to contact was Fluke, and they were a pleasure. I prefer buying from companies with good customer support.

 

[speed bump]

For most of the mechanics I know the biggest reason that they have SO or Cornwell or Mac tools is because the dealer gave them good service and they didn't have to hunt down tools to purchase when they needed them.

 

[sberry]

I really dont need service on tools. But there is always someone that can use a good servicing by a tool company.

 

[paramudduck]

For most of the mechanics I know the biggest reason that they have SO or Cornwell or Mac tools is because the dealer gave them good service and they didn't have to hunt down tools to purchase when they needed them.

That is why I have a lot of MAC tools. The dealer was the nicest guy you would ever meet. Easy to deal with and carried a great stock.

The last dozen or so SO guys were real pricks. Refused to warranty anything, Sold at above the SO suggested prices. Threw absolute fits if someone was sick the day they stopped by and couldn't pay them right a that second.

Their trucks were always out of stock and anything you ordered never came. (usually because they had folded before SO could ship it)

 

[wrenhandtools]

My two cents. Giving good service is just plain fun and makes me feel good. Conversely, when I screw something up or give poor service due to a mistake or lack of judgement, it feels bad...like the whole world has seen the mistake and thinks less of me for it.
Good positive service just FEELS good.
Sincerely,

 

[EvelOne]

Its funny that you posted this topic today. I was just talking with some buddies about this exact thing. And for some reason we all agree that buying from Matco just feels good, because as a company they seem to do so many things right. Things that snap-on seems to lack as of late. And as a student, I can tell you that Matco has a much better program than snap-on does. That being said I tend to buy whichever tool I feel is the best.

I have to agree but, our Matco guy doesn't live up to the normal Matco standard. At times when you get a price quote and ask him to order the item, when it comes in the next week the price is sometimes higher. I still buy from him, but only if he has the tool on hand. Don't like unexpected price changes.

I also buy whichever tool I like the best.

 

[daveblank]

At times when you get a price quote and ask him to order the item, when it comes in the next week the price is sometimes higher. I still buy from him, but only if he has the tool on hand. Don't like unexpected price changes.

That's not right at all.

 

[tw33k2514]

I have to agree but, our Matco guy doesn't live up to the normal Matco standard. At times when you get a price quote and ask him to order the item, when it comes in the next week the price is sometimes higher. I still buy from him, but only if he has the tool on hand. Don't like unexpected price changes.

I also buy whichever tool I like the best.

That is sad to hear, the Matco guy that comes by my school is one of the nicest, and easiest guys to work with that I have ever met.

 

[Diesel_Crawler]

That is sad to hear, the Matco guy that comes by my school is one of the nicest, and easiest guys to work with that I have ever met.

He knows how to make future customers.

 

[SpiderGearsMan]

every snap on dealer I have dealt with has exceptional customer service
I can even get ebay purchases and stuff I found on the side of the road warranteed