Disapointed in Snap on

[Lt CHEG]

I had an older Snap On screwdriver that was amongst the tools left to me when my grandfather passed away. The tip was broken on the screwdriver and I figured, what the heck I'll see if they would warranty it. I emailed Snap On after hours and they got back to me the next day. They explained what they needed and I provided it to them almost immediately. By the end of the day they sent an email that the item was en route. I assumed they meant a shipping label, but no, two days later I had a new screwdriver in my hands. They knew that I didn't buy the screwdriver and they never asked me to send the original in. I though that was really nice as I got to keep another little reminder of my grandpa while still getting a new screwdriver. I emailed them back thanking them for their outstanding customer service, and I have rewarded them with my business since. I've spent about $500 with my local Snap On guy since that event. I started with a couple of ratcheting screwdrivers and a specialty socket for my PowerStroke. I then bought a couple of new Dual 80 ratchets from here and liked them so much that I just bought the buy 2 get 1 free comfort grip flex head ratchet set. So to me, Snap On's going above and beyond for me has earned them some additional business that they might not have otherwise earned from me as I'm just a shade tree guy and CMan stuff has been good enough for me for the most part.

To the OP, I'm sorry that your warranty experience hasn't been as easy as mine was. I would try calling the number for customer service and/or at least emailing them again. It seems like your email somehow fell through the cracks, but I'm sure that they'll make it right for you.

 

[DRhodes]

No confusion, the warranty is what it is, but for customer relations and satisfaction, Snap On will take care of it, unless it's obvious abuse, it's cheaper than having someone go on the internet and slam them...didn't work out so well this time.

I dont understand how I "bashed" snap on. I simply said it has been a week and they have not responded to my email. I did not say one bad thing about a tool. I simply think its poor customer service to wait a week with no response. If they have a contact us page on the internet they should have the staff to answer the emails, or post something on the site saying it may take several weeks to respond. I also dont understand how buying snap on tools on ebay classifies me as a "bottom feeder" your words not mine. In my opinion paying over $200 for my metric wrench set is far beyond bottom feeder status. If you did not have anything constructive to say then why did you say anything? There is no need to insult another member because he had a poor customer service experience via email.

rant over.

 

[route246]

Customers For Life is a pretty well-known book in business school circles. Snap-on adheres to this philosophy.

I had an older Snap On screwdriver that was amongst the tools left to me when my grandfather passed away. The tip was broken on the screwdriver and I figured, what the heck I'll see if they would warranty it. I emailed Snap On after hours and they got back to me the next day. They explained what they needed and I provided it to them almost immediately. By the end of the day they sent an email that the item was en route. I assumed they meant a shipping label, but no, two days later I had a new screwdriver in my hands. They knew that I didn't buy the screwdriver and they never asked me to send the original in. I though that was really nice as I got to keep another little reminder of my grandpa while still getting a new screwdriver. I emailed them back thanking them for their outstanding customer service, and I have rewarded them with my business since. I've spent about $500 with my local Snap On guy since that event. I started with a couple of ratcheting screwdrivers and a specialty socket for my PowerStroke. I then bought a couple of new Dual 80 ratchets from here and liked them so much that I just bought the buy 2 get 1 free comfort grip flex head ratchet set. So to me, Snap On's going above and beyond for me has earned them some additional business that they might not have otherwise earned from me as I'm just a shade tree guy and CMan stuff has been good enough for me for the most part.

To the OP, I'm sorry that your warranty experience hasn't been as easy as mine was. I would try calling the number for customer service and/or at least emailing them again. It seems like your email somehow fell through the cracks, but I'm sure that they'll make it right for you.

 

[AZ_Catskinner]

Just out of curiosity, do you have a spam blocker on your email? For some reason, about half of the emails I have ever gotten from Snapon have been sent to the "junk" folder.

 

[DRhodes]

AZ Catskinner,

I thought of that. I went thhrough my spam folder and nothing. I will send them another email tomorrow and see if I get a reply. I will keep you guys posted, with all of the great things I hear about customer service, there has to be a legitimate reason.

 

[Lotek]

I dont understand how I "bashed" snap on. I simply said it has been a week and they have not responded to my email. I did not say one bad thing about a tool. I simply think its poor customer service to wait a week with no response. If they have a contact us page on the internet they should have the staff to answer the emails, or post something on the site saying it may take several weeks to respond. I also dont understand how buying snap on tools on ebay classifies me as a "bottom feeder" your words not mine. In my opinion paying over $200 for my metric wrench set is far beyond bottom feeder status. If you did not have anything constructive to say then why did you say anything? There is no need to insult another member because he had a poor customer service experience via email.

rant over.

"Disapointed in Snap on" doesn't sound like something that I would want someone saying about my company...you deleted the rest of your post, but it's still out there, once it's on the Internet, it's forever.
Bottom feeder may sound harsh, but in an ichthyological sense correct, in afterthought it sounds a little offensive, so for that I apologize. Can't take it back, because it's on the Internet already... (little object lesson there) I have purchased over $2000 worth of new tools so far this year, would they be cheaper if they didn't offer warranty replacement to any one who found one on the sidewalk, or bought them used on Ebay? Most likely, but that is the warranty they were sold with. Most warranty exchanges are handled by the dealers, someone who has to contact Snap On direct doesn't have a dealer, and most likely didn't buy them new, so Snap On should drop everything to answer an email, and get slammed because one fell through the cracks?

Dunno, just rubbed me the wrong way this morning

 

[route246]

Did you send them an E-Mail message or did you use a user interface on their web page? If, and only if you sent them an E-Mail message then it is very likely that it ended up in their spam box and probably got fished out by a diligent customer service person some time later. E-Mail is the most unreliable method of communication to a corporate entity. Spam is a serious problem for any corporation and there is a high likelihood that unsolicited E-Mail to a corporation will end up in their spam box.

You deleted your original message so I can't see what it said, however, by posting here, especially with your subject line, you have done a bit of damage to their brand, as many of their customers read this board. You do not seem to be trolling for their competition or anything like that so I think your intention was not to damage their brand but just vent some anger. That's perfectly OK and a freedom of speech issue. But, when it comes to fairness I don't think this passes the smell test if they were able to resolve your issue with them. That's just my unsolicited opinion.

I dont understand how I "bashed" snap on. I simply said it has been a week and they have not responded to my email. I did not say one bad thing about a tool. I simply think its poor customer service to wait a week with no response. If they have a contact us page on the internet they should have the staff to answer the emails, or post something on the site saying it may take several weeks to respond. I also dont understand how buying snap on tools on ebay classifies me as a "bottom feeder" your words not mine. In my opinion paying over $200 for my metric wrench set is far beyond bottom feeder status. If you did not have anything constructive to say then why did you say anything? There is no need to insult another member because he had a poor customer service experience via email.

rant over.

 

[Skin]

"Disapointed in Snap on" doesn't sound like something that I would want someone saying about my company...you deleted the rest of your post, but it's still out there, once it's on the Internet, it's forever.
Bottom feeder may sound harsh, but in an ichthyological sense correct, in afterthought it sounds a little offensive, so for that I apologize. Can't take it back, because it's on the Internet already... (little object lesson there) I have purchased over $2000 worth of new tools so far this year, would they be cheaper if they didn't offer warranty replacement to any one who found one on the sidewalk, or bought them used on Ebay? Most likely, but that is the warranty they were sold with. Most warranty exchanges are handled by the dealers, someone who has to contact Snap On direct doesn't have a dealer, and most likely didn't buy them new, so Snap On should drop everything to answer an email, and get slammed because one fell through the cracks?

Dunno, just rubbed me the wrong way this morning

Sorry but i find your logical deduction behind snap-on's perposterous pricing due to having to fulfill warranty claims from "bottom feeders" down right hilarious. I'd wager the amount of warranty claims Sears' deals with dwarfs snap-on. You never once saw them charging $200 for a 12pc socket set or basic 10pc combo wrench set. Excuse me but

They charge it because people pay it, including yourself.

 

[Lotek]

Sorry but i find your logical deduction behind snap-on's perposterous pricing due to having to fulfill warranty claims from "bottom feeders" down right hilarious. I'd wager the amount of warranty claims Sears' deals with dwarfs snap-on. You never once saw them charging $200 for a 12pc socket set or basic 10pc combo wrench set. Excuse me but

They charge it because people pay it, including yourself.

Think you grabbed the wrong quote there

The warranty contributes to the price, thats basic business, claims by people who bought the tools used contributes to that cost, maybe not a lot, but it is there. I pay the price because under normal use, they don't break, in the last two years of daily professional use, I think I damaged one 15mm 3/8dr deep impact wobble socket that I use at an extreme angle to remove rusted cat converter nuts. I can't afford to have a tool fail in the middle of the job or wait until I can go to Sears, so I spend the extra money to make money. I've always thought that the difference between Craftsman and Snap On, was that with Sears, you are going to use the warranty...
Which has nothing to do with whinging on the Internet because no one answered your email.

 

[MrMark]

ichthyological sense correct.

Good word. You must have an aquarium.

 

[treasureseeker]

No confusion, the warranty is what it is, but for customer relations and satisfaction, Snap On will take care of it, unless it's obvious abuse, it's cheaper than having someone go on the internet and slam them...didn't work out so well this time.

Dealing with Snap-on warranty on the truck vs sending in the item to Snap On doesn’t always have the same outcome. Sending items in has been a wonderful experience.

 

[Lotek]

Dealing with Snap-on warranty on the truck vs sending in the item to Snap On doesn’t always have the same outcome. Sending items in has been a wonderful experience.

Never had an issue on the truck, maybe it's my "winning" personality.

 

[route246]

If you produce a high quality tool made with very good raw materials and very well engineered your failure rate is naturally going to be much lower and warranty claims also much lower. Ford/GM/Chrysler found this out when they started paying attention to quality in the 70's and 80's.

Sorry but i find your logical deduction behind snap-on's perposterous pricing due to having to fulfill warranty claims from "bottom feeders" down right hilarious. I'd wager the amount of warranty claims Sears' deals with dwarfs snap-on. You never once saw them charging $200 for a 12pc socket set or basic 10pc combo wrench set. Excuse me but

They charge it because people pay it, including yourself.

 

[Skin]

If you produce a high quality tool made with very good raw materials and very well engineered your failure rate is naturally going to be much lower and warranty claims also much lower.

I agree and thats part of the reason why i dont buy any logic that its the rate of warranty replacements of SO tools causing their ludicrous pricing. They make a good tool. I tend to doubt shadetree mechanics are breaking them left and right and certainly not faster than a brand focused toward the budget conscious [Cman].

Ford/GM/Chrysler found this out when they started paying attention to quality in the 70's and 80's.

They did? In the 70s and 80s no less! News to me!

 

[mrshaun]

snap on customer service just went through a long week of training for everyone, give them a break. Call and explain then just send the stuff in. No need to get upset and start another thread about it....

 

[Lotek]

I agree and thats part of the reason why i dont buy any logic that its the rate of warranty replacements of SO tools causing their ludicrous pricing. They make a good tool. I tend to doubt shadetree mechanics are breaking them left and right and certainly not faster than a brand focused toward the budget conscious [Cman].

Never said it was a big part, but it's there, main point was about people who buy worn out stuff and demand new. I could go back and make my point clearer, but I have a rule that I don't go back and edit/delete posts after people have responded to them, it screws up the continuity of the thread and I find it annoying when people do that. Have the courage of your convictions and stand by your words.

 

[mrshaun]

to say it again you email might have hit the spam folder. I get spammed stuff from my customers who email me through my snap on.com address. I have to add them to my list before it lets the email come in.
I usually use my yahoo email address to make things work.

 

[DRhodes]

Shaun,

I want to thank you for the response. It very well could have hit the spam folder. I should have sent a second email or called prior to posting this. Hindsight is 20/20. I dont get where everyone said I was bashing the company. I simply said that I was disapointed in them because they have not returned my email.

Thanks to all who responded, but more importantly A HUGE THANKS to those who posted a reply which was actually helpful and not hateful.

 

[route246]

I studied this when I was in grad school. Believe it or not, they did increase quality and warranty claims went way down. They never, ever made it to the level the Japanese car makers were doing but there was a transition from 12-months/12,000 miles to 36-months/36,000 miles that occurred during that time. The Big Three found out they could extend their paltry 1-year warranty to 3-years only after they paid attention to quality without much increased cost in claims. Detroit cars used to offer 1-year warranties when they were putting out utter junk.

I agree and thats part of the reason why i dont buy any logic that its the rate of warranty replacements of SO tools causing their ludicrous pricing. They make a good tool. I tend to doubt shadetree mechanics are breaking them left and right and certainly not faster than a brand focused toward the budget conscious [Cman].



They did? In the 70s and 80s no less! News to me!

 

[route246]

So, I was right. You did send an E-Mail message. Your message could very well have been in Snap-on's spam box and fished out by a diligent employee.

The lesson should be to everyone, "Do not rely on E-Mail for important correspondence." Use snail-mail, FAX or the telephone. E-Mail is not reliable. Again, E-Mail is not reliable. Do not ever use it for anything that is important or for matters in your life. Do not ever use it when anything of value is at stake.

E-Mail uses a process called store-and-forward. It moves from point to point without any acknowledgement of the last hop. In other words, you have no feedback loop that the message packet got delivered and worse yet you have no acknowledgement that it was delivered to the correct mailbox because everyone uses spam filtering.

Voicing negative public sentiment against a corporation that very carefully and at great expense cultivates a strong brand image is akin to bashing, especially when that negative public sentiment is based on customer service response time to which you have no acknowledgement of receipt of message. That's why I asked you carefully in a previous message if you had used a user interface on their webpage (which will usually gives you an acknowledgement) or sent raw E-Mail. As it turns out, it appears as though the latter is the case and since this cat is out of the bag the damage has been done and there is no reversing of that possible.

Shaun,

I want to thank you for the response. It very well could have hit the spam folder. I should have sent a second email or called prior to posting this. Hindsight is 20/20. I dont get where everyone said I was bashing the company. I simply said that I was disapointed in them because they have not returned my email.

Thanks to all who responded, but more importantly A HUGE THANKS to those who posted a reply which was actually helpful and not hateful.

 

[DRhodes]

Actually it was not an email, it was the contact us page on the website. I just called it email for simplicity.
https://buy1.snapon.com/Snapon-Store/Feedback.asp

I also received something saying thank you for your submission.

So, I was right. You did send an E-Mail message. Your message could very well have been in Snap-on's spam box and fished out by a diligent employee.

The lesson should be to everyone, "Do not rely on E-Mail for important correspondence." Use snail-mail, FAX or the telephone. E-Mail is not reliable. Again, E-Mail is not reliable. Do not ever use it for anything that is important or for matters in your life. Do not ever use it when anything of value is at stake.

E-Mail uses a process called store-and-forward. It moves from point to point without any acknowledgement of the last hop. In other words, you have no feedback loop that the message packet got delivered and worse yet you have no acknowledgement that it was delivered to the correct mailbox because everyone uses spam filtering.

Voicing negative public sentiment against a corporation that very carefully and at great expense cultivates a strong brand image is akin to bashing, especially when that negative public sentiment is based on customer service response time to which you have no acknowledgement of receipt of message. That's why I asked you carefully in a previous message if you had used a user interface on their webpage (which will usually gives you an acknowledgement) or sent raw E-Mail. As it turns out, it appears as though the latter is the case and since this cat is out of the bag the damage has been done and there is no reversing of that possible.

 

[scheu]

Guys,
As a follow-up. I know I'm not the OP but I also sent an email to Snap-on about needing a wrench warrantied. No response. Called them. 3 days later I have a brand new wrench in my hand @ no cost to me at all. Do you we pay a premium for Snap-on? Yes. Do they take care of thier customers? Yes. Just not through email...

 

[Vinko]

have to agree, the culture of instant gratification and entitlement can get annoying after a while.]

+1 -- -- --

 

[Vinko]

I simply think its poor customer service to wait a week with no response.

Uh, send another e-mail, perhaps? Maybe the first got lost in the shuffle? As other's suggested, call. Or the best route, in my experience, send them in with an itemized list.

 

[chewy7]

Heck they have great service for me, I ordered a small 1/8" bearing for my ph3050 air hammer, it only cost like a buck or two, and they sent that in 2 days ups, im sure it cost them more than that to ship two tiny bearings, They seam to care about there customers even they buy there tools used from someone else and not brand new.

 

[mrshaun]

SPAM SPAM SPAM. if oyu use gmail and other email domains then you might get kicked out of the system. Please call and that will get better results. I lose lots of emails on my snapon email address. I only use it when i contact snap on...

 

[route246]

Electronic communication is extremely unreliable. The only exception is if there is a case/incident/ticket system in place where you actually get a case# or ticket# that is tracked. If that is the situation then a support person who is usually graded on metrics of response time will usually get back to you quickly. If its just a inquiry system with no tracking then don't count on them ever getting back to you.

SPAM SPAM SPAM. if oyu use gmail and other email domains then you might get kicked out of the system. Please call and that will get better results. I lose lots of emails on my snapon email address. I only use it when i contact snap on...

 

[Lotek]

Would have been nice to get some follow up from the o/p...
but it looks like he is selling all his Snap On, taking his ball and going home, so to speak.

 

[Vinko]

Would have been nice to get some follow up from the o/p...
but it looks like he is selling all his Snap On, taking his ball and going home, so to speak.

Since I've joined, I've seen this happen several times on this board. What's the logic behind this? Selling off all the tools you've bought is going to do what exactly? Hurt the company financially? Send out a message of some sort? Or is it that these guys get so disgusted they can't even stand the thought of having the tools in their box? I don't get it

 

[nissan_crawler]

Since I've joined, I've seen this happen several times on this board. What's the logic behind this? Selling off all the tools you've bought is going to do what exactly? Hurt the company financially? Send out a message of some sort? Or is it that these guys get so disgusted they can't even stand the thought of having the tools in their box? I don't get it

I kind of get it. I'm doing the same with craftsman stuff. I'm just tired of dealing with sears. I can walk into the snap-on truck, and walk out with a new tool in 5 minutes.

I have to drive to sears, put up with some snot-nosed 16 year old kid's ******** that thinks he's a tool god, only for them to tell me they don't carry them on hand anymore, and have to special order it to replace it anyway.

No thanks.

 

[mrshaun]

my sears techs even get hassled by the inside employees for warrantying tools.... I think ti is funny

 

[Lotek]

I kind of get it. I'm doing the same with craftsman stuff. I'm just tired of dealing with sears. I can walk into the snap-on truck, and walk out with a new tool in 5 minutes.

I have to drive to sears, put up with some snot-nosed 16 year old kid's ******** that thinks he's a tool god, only for them to tell me they don't carry them on hand anymore, and have to special order it to replace it anyway.

No thanks.

That's a little different from one unanswered email...