If i was the OP, I can gurantee he would never see any of my money again unless Mac could prove to Me (HIM) that they did care for my business and wanted to stand behind there Products. Its nice that the OP is getting taken care of, Sadly it should have never got to this point. If i recall the OP spent like 18K with the Dealer in the last year??? Im not a truck dealer but i would think that would be a relationship he would want to keep.
hassle with mac tools warranty
- Thread starter sludwinjr
- Start date
If i was the OP, I can gurantee he would never see any of my money again unless Mac could prove to Me (HIM) that they did care for my business and wanted to stand behind there Products. Its nice that the OP is getting taken care of, Sadly it should have never got to this point. If i recall the OP spent like 18K with the Dealer in the last year??? Im not a truck dealer but i would think that would be a relationship he would want to keep.
The way I read things the dealer did what he was supposed to and the problem was the district manager. I suspect corporate will be talking to the manager
Art From De Leon
Well-known member
It is too bad that MAC corporate had to get involved, but it does show that they still value their customers, and their reputation.
And it is also good to see that they take the opinions of those on this site, who commented on the OP's situation, seriously enough to become involved.
Because of ONE man's actions, who knows how much good will MAC lost amongst potential buyers, or current users of MAC tools, that may never be regained?
And it is also good to see that they take the opinions of those on this site, who commented on the OP's situation, seriously enough to become involved.
Because of ONE man's actions, who knows how much good will MAC lost amongst potential buyers, or current users of MAC tools, that may never be regained?
DarrenF
Well-known member
I can tell you this; after reading this and hearing about the resolution, i will never buy anything from Mac tools. It never should have been an issue. The box failed. It has a 'warranty'. It should have been a non issue right from the start. I own a new 15k Snap On box and if i ever had to go through this much BS to get it warrantied, i'd never buy another tool from SO either. You pay Huge dollars BECAUSE of the great warranty. It shouldn't be a huge hassle like the OP went through.
kythri
Well-known member
Mac Tools has made the acute situation right, by replacing the box. Kudos to them for doing so.
If this isn't regular behavior (and I haven't seen a lot of reports to suggest it has, nor has my personal experience with a Mac dealer suggested such), I'd have no problem dealing with them after this resolution. Isolated incidences that are resolved appropriately aren't enough to make me walk away from a company.
The real issue, it seems, is with a regional manager who is obviously incompetant, and a poor steward of the company. If ANY of my employees EVER told a customer that they were out of line or had crossed a line by contacting corporate customer service, they'd be fired instantly for their rudeness and abuse.
Obviously, due to labor laws, Mac Tools would be unable to discuss any kind of employee counseling, but let's hope that there's one less regional manager employed by this company, and an open position for a non-jackass to fill.
If this isn't regular behavior (and I haven't seen a lot of reports to suggest it has, nor has my personal experience with a Mac dealer suggested such), I'd have no problem dealing with them after this resolution. Isolated incidences that are resolved appropriately aren't enough to make me walk away from a company.
The real issue, it seems, is with a regional manager who is obviously incompetant, and a poor steward of the company. If ANY of my employees EVER told a customer that they were out of line or had crossed a line by contacting corporate customer service, they'd be fired instantly for their rudeness and abuse.
Obviously, due to labor laws, Mac Tools would be unable to discuss any kind of employee counseling, but let's hope that there's one less regional manager employed by this company, and an open position for a non-jackass to fill.
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Vinko
Well-known member
The internet can be either good or bad for manufacturers. Personally, I think the way Mac stepped in here is pretty well done. Things can go a lot of ways in a thread on a board like this, and by sort of interjecting and getting right to the point of things, I think Mac handled it the best way it could be handled. At least from a public relations angle.
Not really, this should have never gotten to this point. The regional manager should have said, yep, our problem. You get a new box. Did he? Nope. He was an *** about it and I hope he got fired. They should be kicking themselves in the *** for how this went.
chadster1
Well-known member
You are right. It never should of gotten to this point. BUT, once the right people in corporate got involved, he is getting a new box. It also sounds like that it got taken care of fairly quickly once the right people got involved. Sometimes you just have to make yourself heard by the right people.
Catamount
Well-known member
Right... but we'll never know if the resolution came about because the "right people" got involved or if the resolution came about because they saw a PR nightmare brewing with this thread.
That is, would we have seen the same resolution if this had happened pre-internet? Maybe not.
Either way, it leaves a bad taste in my mouth for Mac.
kythri
Well-known member
Glad to hear it!
As a bunch of people have mentioned, don't hold anything against your dealer - he wasn't the problem in this situation! It ***** that he works under the problem.
MrMark
Well-known member
He said his dealer told him to get lost, or words to that effect. So he should hold as much as he can against the dealer and probably never use him again.
kythri
Well-known member
DarrenF
Well-known member
When my new Snap On boxes arrived (the bottom arrived first, then the top), my Snap On dealer stopped by both times to make sure they arrived unscathed, and made sure i was happy. You would have almost thought that he spent his hard earned money on them.
Did your Mac guy show up?
Did your Mac guy show up?
Not to rain on your parade, but your SO dealer showed up to register the serial number of the box.
Just like my SO dealer asked me to call him when my new box arrives, one because i still need to sign the electronic contract with SO credit for it, two because to prevent other problems it is best to have the box serial number on the first Electronic Contract signed and not have to rewrite it at a later date. As well as inspecting the box for shipping damages, and in my instance he just wants to get a look at the box.
It's getting close on my box this 2k rebate promotion ends on the 31st and the box ain't here yet and i ordered it a 4 and a half weeks ago.
MACTOOLMAN
New member
I'm sorry to hear that you had a hard time dealing with your toolbox warranty. I can assure you that we (Mac Dealers) are dedicated to our customers, however as with any organization there are a few bad seeds. On behalf of the dedicated Mac dealers like myself that are out here breaking our backs every day......please accept my apology for the miserable experience you have had.
crewchief888
Well-known member
DarrenF
Well-known member
He never once looked at the serial numbers until a week after my top box arrived. Then he stopped by my shop and we did the paperwork.
Matcotoolsguy
New member
Same with Matco, I had a guy that I sold a box to that had a burr in the threads for the pull handle and Matco gave him 500 dollars truck credit to fix it himself, which involved a tap and 30 seconds. And sorry for no intro guys i didnt see a place for one.
Mac has been slackin for a while it seems, Snapon and Matco are taking the pack with customer service.seagravedriver
Well-known member
Competiton benifites everyone. I have had co-workers in other companies embarrass the daylights out of me by their actions. You just buckle down and work harder. But it ***** when you spend that much cash and get forgotten about as soon as your check cashes. On the other hand, the Mac man in this area has been here for YEARS and has a good rep. The Snap On man is a good friend of mine, so I am a bit biased .
new update......when i spoke with the head of mac customer service when they decided to replace the box, i agrred that i would hold onto the damaged box for a few weeks till they could come get it. not a problem i have plenty of room in the shop. im still not happy with mac tools so i decided im going to sell the new replacment box and my home box which is a brand new tech 1000. i list them on craigslist. today i get a call inquiring if my box is still for sale, i ask which one? i have black and a yellow, he says i thought you had a blue box for sale, i say no, he then asks for my full name....i tell him to go screw. he hangs up, i look up the number and i had recieved calls from it before. i call back it goes to voicemail and low and behold its mac tools district manager trying to see if im gonna screw them on the damaged box by selling it on craigslist....are you serious!!!
he calls me back and i ask him what his problem is and why is he harassing me....he hangs up....wow professionalism........now im being harassed by one of the guys at mac who refused to warranty the box.....thats a hell of a company.......maybe i should judt push the box outside in the morning seeing its not mine anymore and why should i do them the favor anymore after they start harrassing me again....WOW.......MAC .......
GREAT JOB.......YOURE A HELL OF A GUY ANDREW BERG OF MAC TOOLS.....
he calls me back and i ask him what his problem is and why is he harassing me....he hangs up....wow professionalism........now im being harassed by one of the guys at mac who refused to warranty the box.....thats a hell of a company.......maybe i should judt push the box outside in the morning seeing its not mine anymore and why should i do them the favor anymore after they start harrassing me again....WOW.......MAC .......
GREAT JOB.......YOURE A HELL OF A GUY ANDREW BERG OF MAC TOOLS.....
fatfillup
Well-known member
What a d__k!! I just found this thread today and it went from bad to good to holy cow. This DM needs to be fired and if he has any balls and will pm me, I'll give him my 800 number and he can call me and I'll teach him about customer service. What an arrogant POS. In decades past, I ran into several arrogant, my poop don't stink SO guys, but that seems to have passed. This DM was probably a successful tool seller for a short while and got promoted because of his "numbers" but wouldn't have lasted long term as a dealer. He thinks he is saving the company money by refusing warranty but in reality, he is creating huge ill will.
OP, I'd repost a link to this thread and email to Mac. I'm not a Mac hater and thought they were trying to do the right thing and was even going to state that they deserved the benefit of the doubt, but this DM is out of control. Leave a message and tell him he has to get that box picked up tomorrow or its going to the scrap pile.
Andrew Berg of Mac, I'm calling you out you POS. But being the nutless wonder you are, I doubt you'll show up.
To the Mac dealers who give great customer service, who I've supported in other posts for your efforts, I apologize if I have offended you. I have great respect for anyone who gives great customer service cause you earn your business.
OP, I wouldn't let it drop here. Good luck.
OP, I'd repost a link to this thread and email to Mac. I'm not a Mac hater and thought they were trying to do the right thing and was even going to state that they deserved the benefit of the doubt, but this DM is out of control. Leave a message and tell him he has to get that box picked up tomorrow or its going to the scrap pile.
Andrew Berg of Mac, I'm calling you out you POS. But being the nutless wonder you are, I doubt you'll show up.
To the Mac dealers who give great customer service, who I've supported in other posts for your efforts, I apologize if I have offended you. I have great respect for anyone who gives great customer service cause you earn your business.
OP, I wouldn't let it drop here. Good luck.