Disapointed in Snap on
- Thread starter DRhodes
- Start date
Lotek
Well-known member
Yes.
I would send them another email, let them know it's the second request. Maybe it got lost in the shuffle. Doesn't sound like any experience i've had with them, they are normally pretty good about it-or at least they have been in the past. I have very few SO tools, but wouldn't hesitate to buy more if i found good used ones at a realistic price.
I have every intention on emailing them again if I dont get a response prior to selling them all. I guess I just believed into the hype that they could do no wrong. Thats not to say though that my email didnt go through, as I have seen countless posts from many different members on here praising the customer service. I hope to hear from them soon.
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chevy302dz
Well-known member
I think you're being quite unreasnonable on several levels.
Care to expand?
you dont need confirmation, you can just send them in.
Snap On RPC ARS
2801 80th ST Dock 8
Kenosha, WI 53143
include a sheet of paper with all part numbers, your first and last name, shipping address, and contact phone number.
Calling or emailing may do one of two things extra. They may cover shipping both ways, or they may just send you a replacement [ratchet rebuild kit, socket etc] and ask you to toss the old one.
Snap On RPC ARS
2801 80th ST Dock 8
Kenosha, WI 53143
include a sheet of paper with all part numbers, your first and last name, shipping address, and contact phone number.
Calling or emailing may do one of two things extra. They may cover shipping both ways, or they may just send you a replacement [ratchet rebuild kit, socket etc] and ask you to toss the old one.
billymade
Well-known member
After sending my warranty tools in and having to call customer service; they told me the best thing is to call customer service FIRST! They will take the warranty items down and have a record of the order (you will get a order/warranty exchange #); that way if you have any problems, when you call they will know whats going on. I think they will pay for the mailing in of the tools as well. A week is too short of a time in my experiences; a couple weeks or longer is what it took for me; I also had a number of items that took longer... because they were on back order. I had to call customer service a number of times to work out some things that didn't show up (backorder) or were the incorrect items (the original items were discontinued); again, by sending things in without contacting customer service, tracking everything is much harder and requires more work. By calling you can also confirm which items you will be getting for discontinued items; this eliminates another call or extended wait times for warranty exchanged items. If you really want good/consistent service; I don't recommend email but calling customer service and talking to a human... all my experiences have been excellent! When I called; I got things back faster as it is essentially from what I can tell a order (advanced exchange) and I got things quickly. In some cases; people have said that they tell you to keep some tools that are broken; it seems more cost effective, to not send some things back then to just keep them and send you new tools. Good luck.
http://buy1.snapon.com/snapon-store/customer.asp
http://buy1.snapon.com/snapon-store/customer.asp
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Scuderia-F1
Well-known member
I think that you should post them up real fast in the classified section!
On a more serious note, I think that they've recently made some upgrades on their site, don't know if this interferes with their e-mail.
Send them another mail, if you still feel that you're badly taken care of, there are a lot of people including me that would like to relief you from the tools.
On a more serious note, I think that they've recently made some upgrades on their site, don't know if this interferes with their e-mail.
Send them another mail, if you still feel that you're badly taken care of, there are a lot of people including me that would like to relief you from the tools.
billymade
Well-known member
Call them and go through the warranty process that way; if you have any issues or want to the know the progress of the order... you can call again with your order #. As it is... your essentially flying blind by just sending them in; this way you can check in if you want to know whats going on... everyone will be on the same page and they can help you intelligently.
William Payne
Well-known member
I hope you get it sorted out but I have to ask, can you really buy a tool made by a company like snap-on buy it used not even from the manufacturer and still get a warrenty? I did not know you could do that. I allways thought warrenties were only for things braught new. I will have to remember that should I ever need to replace used tools.
Well for one thing you have the audacity to pass on this problem with Snap-on to someone else by selling them. Why would a descent caring human being put someone through the hell you’re going through? A good caring person would just throw them away.
Do you respond to each and every request you get within minutes? You must live a high stressed life. It has taken you how long to acquire these broken tools and now it’s totally unacceptable to not get instant gratification when you want it and you will trash a company and remove everything that you have with their name on it from you life.
Yup that is a bit irrational.
Lg
No neat sig line
To be honest with you I'm not sure. If they asked I would not lie to them, but I would think if they only would warranty the tool to the original owner then they would resale for much less.
scott37300
Well-known member
I've emailed them before and sometimes it takes 4-5 days for a response but that has been the longest for me. I suggest calling like others mentioned, you will get someone and start the process right away. Once the warranty order is placed they ship out very fast.
chevy302dz
Well-known member
First Snap on's warranty only applies to the original purchaser so they actually don't owe you new tools. Second E mails get blocked or lost in the shuffle all the time especially when they are sent to a general address so not getting a response to 1 E mail is not a reason in and of itself to be annoyed. If a stated second E mail or a call was disregarded that would be different. But the biggest thing is you're badmouthing a company that you have never actually done business with. What it actually comes down to is you're mad at a company for not making a special expection to give you something for nothing in a timely manner. This is just my opinion which is what you were looking for with your first post, as far as your best course of action I would send a second E mail and I'm sure someone will get back to you and you will be able to warranty your tools.
Scuderia-F1
Well-known member
Lifetime warranty no matter where/how they are bought, this doesn't include tools with limited warranty offcourse...
Scuderia-F1
Well-known member
They will warranty your tools no matter who bought them new.
Ouch! A good person would just throw away 2 grand of snap on tools? That my friend sounds irrational? Do I respond to every response within minutes? Absolutely not. I spend roughly 1 hour a day on the forums so when I'm on here I reply in the topics which I am active. I would not call a weeks time of waiting instant gratification by any means. I do not feel that I was being unreasonable by waiting a week, and the only reason I posted this thread is to hear what other people experienced and to get opinions on the issue. Not to get slammed and to be called irrational.
chevy302dz
Well-known member
Not true, the link below describes Snap On's warranty policy.
http://www1.snapon.com/display/termsofsale.nws
Scuderia-F1
Well-known member
Ok!
But I've NEVER had any problems whith warranties regarding Snap-On.
But my truck guy is smooth doing business with.
We don't have any number to call here in Sweden, all business goes through the trucks.
chevy302dz
Well-known member
Most business here is done through the trucks as well, and if you are a regular customer who buys new off the truck most dealers will generally overlook some of the details of the warranty policy.
outlander800
Well-known member
- Joined
- Dec 16, 2010
- Messages
- 283
This thread is stupid. Just call them. Their number is 1-877-762-7664 and they are open from 6:30 to 5:30 central time. They will warranty the tools you didnt even buy from them in the first place no problem. Its kind of ridiculous to come on a forum and bash snap on for not returning an email and say your going to sell all your snap on stuff. First off 2 grand in snap on is nothing, and second its no sweat off snap ons balls because you never spent a dollar with them anyway. Sorry to sound like a **** but these types of threads annoy the **** out of me.
Scuderia-F1
Well-known member
DR: After reading several of these types of threads, I've concluded the Snap-on customer services reps don't have a standard policy on warranty replacements. After calling Snap-on, several GJ members have been sent UPS mailing labels. In my case, when I called Snap-on, I was told to contact my local Snap-on driver; I did, and he was a great guy, who quickly took care of the issue.
I recommend you contact Snap-on again, and request warranty service, to include sending you a mailing label; as part of the process, no doubt they'll be able to provide you with a claim tracking number.
Good Luck,
RM209
I recommend you contact Snap-on again, and request warranty service, to include sending you a mailing label; as part of the process, no doubt they'll be able to provide you with a claim tracking number.
Good Luck,
RM209
Well you said
Sounds Irrational to me. If you had this experience with each brand of tool you own would you sell all of your tools?
lg
no neat sig line
Lotek
Well-known member
Have to agree, the culture of instant gratification and entitlement can get annoying after a while. I buy Snap On new, from the truck, and warranty stuff on the rare occasion that they break or wear out. Bottom feeders that buy broken and worn tools at the swapmeet and expect to exchange them for new drive up the cost to me and other professionals that need them to make a living.
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Honda guy
Well-known member
A good old fashioned phone call beats an e-mail any day.
Reminds me of when my wife was looking for a job. She checked the on-line listings at the emplyment office and emailed them 4 or 5 times a week for 3 weeks, and NO response. She finally called them and they told her that they were short handed and nobody was even checking the e-mails.
Reminds me of when my wife was looking for a job. She checked the on-line listings at the emplyment office and emailed them 4 or 5 times a week for 3 weeks, and NO response. She finally called them and they told her that they were short handed and nobody was even checking the e-mails.
I have had 0 problems with craftsman and Proto. For me I dont have to have snap on - they are just nice to have, but if I cant warranty them, its not worth it to me as I'm not a full time wrencher and dont have a driver to visit me.
To those of you who say I'm bashing snap on I'm not. I love the tools, I just dont understand why they would have an online contact if in fact they dont respond to the emails?
If it were Mac or Gearwrench you would have 30+ people agreeing with me, but because its snap on people get downright defensive like they own the company. In short here is my point:
They make the best tools coming or going, but why post an online contact if they dont check them or if they are short handed why not post something saying we appriciate your email, however, we are experiencing a high number of emails and it may take several weeks for a response. For immideate assistance please contacts us at 1-800 blah blah blah.
Lastly - I did not realize that they would only warranty to the original owner - I paid alot of money for my stuff on ebay as you all know how high prices are - however I dont believe in taking advantage of the system and if thats the case I will just toss the broken tools.
Thanks for the help.
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Scuderia-F1
Well-known member
You can toss them my way, no problem! PM me if interested..
I just put my SLF936 in a box and sent it in. In hindsight should have just called. Maybe got the shipping covered. Oh well, took a week round trip. Oh, also had a note explaining everything. Did the same with a Cornwell JR30, but finding a dealer for that is even harder. I can't seem to find a good SO dealer here. Just moved, non auto tech.
Krokodil
Well-known member
Let me get this straight: you're a full time accountant, part time diyer, and you have broken 7 snap on tools?
Are you very strong or maybe use the wrong tools for the wrong applications?
Are you very strong or maybe use the wrong tools for the wrong applications?
It's been roughly 2 years and breaking 6-7 tools. I wouldnt say that I'm overly strong, its just things like 2 torx sockets, 1 screwdriver, 1 hex socket, and 2 1/2" drive sockets - cracked down the center.
I never use the wrong tool for the job, but the hex and torx seem to wear after a lot of use. I do not have the heavy duty versions which I hear are much better.
outlander800
Well-known member
- Joined
- Dec 16, 2010
- Messages
- 283
Call the phone number in my previous post. They will handle your broken stuff no problem. They will even send a shipping label to you. I just called last week and had a bunch of head kits and flex kits sent to me free of charge.
treasureseeker
Well-known member
If you call and press two I believe that gets you the warranty department. If not you will get a customer service rep that will have to summit your information to the warranty department. If you go through the warranty department they will make a decision to just send out new tools or a call tag. The call tag will come from UPS. They may be able to email the call tag. If you send in your tools it takes a few weeks. The confusion with Snap ON comes from people shared experience warranting with local dealers. I have sent in tools, gotten a call tag and once they just sent me new tools. I have never been asked anything about where the tools came from but what was broken was asked.
Lotek
Well-known member
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.
