hassle with mac tools warranty

[jaysonb]

I can only imagine how frustrating this is for you, but do what ever you can to not let them get away with it. That is way to much money to spend to get treated like that! Keep on them. make a letter or somethig that we can all sign here and send it to them or somthing. Don't just give up though, that makes it easier for them to screw the next guy.

 

[ChiffChiff]

I had a feeling about Mac for a while, a lot of their new stuff just feels cheaper to me, but one visit on the truck a couple months ago kinda showed the quality.

The boss was on the truck and needed a 1 1/16 offset wrench and had the fitting in his hand. He was playing around with it while being rung up and found one end of the wrench fit the fitting and the other was too small...

I never liked their offset angle wrenches anyway because the angles ****, but c'mon.

As far as the box, that's BS. A box that new should NOT have a spot weld fail. I've heard of Snap-On taking a while to get a box replaced but at least they made it right.

 

[sludwinjr]

i took a lot of your advice from all of you, ill get some of that going, and thanks guys,
at least i know im not seeing things

 

[NUTTSGT]

I'd start a time line listing every conversation you had with MAC employees. Every time you take to somebody, write down their name.

Take pics of the box, and print copies of them.

Make a copy of the receipts for the box and everything you have bought from them. I would think your dealer could print out a copy for you if necessary.

Take all the copies you have made and mail them(USPS) , certified with delivery confirmation to the CEO of MAC.

 

[sludwinjr]

got a conference call from mac today with the regoinal mgr, the regional mgr still sticks with his story of there is no defect and to bad, and that by calling and complaining to
customer service i stepped over the line.... wow, i cant beleive im getting pumped this bad..... im just gonna end up fixing the box myself. it is gonna cost to much to take them to court, but the mac head customer service guy, said he has to take the side of the regoinal mgr because he didnt see the box himself in person, so mac just keeps giving the runaround to save them money and leave me hanging

 

[MrMark]

got a conference call from mac today with the regoinal mgr, the regional mgr still sticks with his story of there is no defect and to bad, and that by calling and complaining to
customer service i stepped over the line.... wow, i cant beleive im getting pumped this bad..... im just gonna end up fixing the box myself. it is gonna cost to much to take them to court, but the mac head customer service guy, said he has to take the side of the regoinal mgr because he didnt see the box himself in person, so mac just keeps giving the runaround to save them money and leave me hanging

You should at least file a small claims case. Jurisdiction is probably at least 5000 and it will cost you almost nothing to file. Just check the boxes under breach of contract, or breach of warranty. They probably wouldn't even show up, and if they did, they wouldn't have a leg to stand on.

You are never going to get anywhere talking to them. You are long past that. This is not some reputable, good, company like Kohler or Snap-on that you are dealing with here. They just don't give a **** and you are just wasting your time, and getting worked up when the only language they understand is "judgment in the plaintiff's favor." They know that very few will take them to court so they basically put the screws to those who just keep calling.

 

[thk2c]

got a conference call from mac today with the regoinal mgr, the regional mgr still sticks with his story of there is no defect and to bad, and that by calling and complaining to
customer service i stepped over the line.... wow, i cant beleive im getting pumped this bad..... im just gonna end up fixing the box myself. it is gonna cost to much to take them to court, but the mac head customer service guy, said he has to take the side of the regoinal mgr because he didnt see the box himself in person, so mac just keeps giving the runaround to save them money and leave me hanging

Don't take that bull.

You paid big money for a box and a warranty. Your box should be repaired by them or if it can't be repaired, it needs to be replaced.

Stop buying Mac tools, list names here, yell louder!!!

1,200 people have viewed this thread. That is 1,200 people who now know how bad Mac tools are, how bad the district manager is (list his full name), how bad your dealer is (list his full name) and how bad their warranty is.

Show them this thread and just how much bad publicity they are getting. That is going to add up to a huge amount of lost business. If they were the least bit smart, they would fix the situation and come out looking like heroes instead of a$$holes.

 

[Boiler]

I was considering Mac & Snap On boxes for my fab shop but this has me convinced now. The #1 thing these companies have going for them is their reputation and it shouldn't be worth ruining it for a few bucks. I'll go with the one that will make good on their word (and who's box won't break when I lean on it.)

 

[Keep]

Whatever you do...DO NOT ATTEMPT TO FIX IT...as soon as you do that, their hands are clean.

Stick to your guns, and move up the chain. I am sure out there somewhere on the Internet, there is a name and phone number for the person you need to talk to. Just keep calling and calling and calling, eventually you will find the right person.

Completely unacceptable and to think I got the business card of the new Mac truck guy that lives down the street.

 

[Keep]

A plus for you, is if you search for "mac tool customer service rep"

This thread is 4 from the top, more and more exposure.

Keep it up.

 

[makgreens]

yikes...if i ever get into a shop i wont buy anything from mac
as much as i love the mac tools i have now i refuse to deal with companies that do that ****

greatneck is easier to warranty than any MAC tools apparently

 

[MattT]

If you wanna escalate this up the chain a bit the following link has an email addy for Stanleys "Director, Brand Management" on the left of the page. You might could send him a link to your new website

http://www.stanleytools.com/default.asp?TYPE=STATICLEFT&PAGE=pressreleases.htm&LEFT=left_pr.htm

 

[blarf]

Buy some stock in Stanley and then complain to investor relations that this thread is bad PR. Their earnings conference call is coming up on the 21st, and there may be a shareholder Q&A (which would be a good time to pose questions about their reputation and warranty claims).

 

[tyreguy25]

That is a killer idea blarf. Anywho, why would a company pull this stuff on someone who laid out his hard earned bucks on a box?

 

[ugapug]

Bumping this thread to keep it at the top. Maybe if they get enough bad PR they'll do something to make this right.

 

[NUTTSGT]

You jumped their chain of command ? That's BS.


Fire a letter off to the company president.

Mac Tools
President Mike Murray
505 N Cleveland Avenue # 200
Westerville, OH 43082-7130

 

[bmxr4life87]

Yeah send the president a link to this forum along with specifics. Remind him that all you want is for them to honor their warranty and then go from there

 

[fatconnors]

fyi mike murray hasn't been president of mac tools for about a year. i forwarded this thread to the mac tools distributor/customer service forum....not sure if it'll help but hopefully something might come out of it. good luck...most likely they will take care of it but sometimes it takes some time.

 

[ChiffChiff]

Another point. If you bought a new car for 10k, then come to find out the door doesn't line up or it or the transmission won't shift out of 3rd, most dealers would at least be willing to do SOMETHING to make it right...

When I bought my Snap-On box the smaller of the 2 full length drawers wasn't properly spot welded and the drawer pull stuck out about a 1/4" more on one side. I called up the dealer and the next day and he took one look at it and immediately ordered a replacement drawer. Granted this is an entire tool box and a much more costly mistake for the company, its still messed up and will inevitably fail at some point.

 

[00S4Boy]

Another point. If you bought a new car for 10k, then come to find out the door doesn't line up or it or the transmission won't shift out of 3rd, most dealers would at least be willing to do SOMETHING to make it right...

When I bought my Snap-On box the smaller of the 2 full length drawers wasn't properly spot welded and the drawer pull stuck out about a 1/4" more on one side. I called up the dealer and the next day and he took one look at it and immediately ordered a replacement drawer. Granted this is an entire tool box and a much more costly mistake for the company, its still messed up and will inevitably fail at some point.

if the drawers are still fine he wouldn't need a new entire toolbox, just a replacement box shell. But with this much on a run around Mac should give him a choice at whatever box he wants just to save their name.

 

[scott37300]

File a complaint with the better business beurou. File one for your local dealer and also one with Mac. They will have to respond. This is free and easy to do.

I had a major problem with a Cingular phone, my contract said free mobile to mobile calls. I was getting charged minutes for calls to another Cingular phone that was in my name. Called and got the run around. Finally filed with bbb and Cingular called me right away and after a few calls they said they can't gaurantee they wont charge me for mobile to mobile due to how their system works so I told them I wanted out of my contracts, all 4 of them. They tried telling me I would have to pay the cancellation fee. After about a month I finally got them to cancel my account and went to Alltel.

The bbb can get them to slisten sometimes.

 

[tlsears]

Steve - we trust the resolution you received from Mac Tools is satisfactory. The photos you provided were reviewed by our tool box engineers and they agreed there were problems with the spot welds. I know you are working with our Customer Service Manager to work out the delivery of your replacement tool box.

We apologize for the length of time this has taken to resolve. Please know we will work swiftly to get the replacement box delivered as quickly as possible.

Regards,
Tracy Sears
Marketing Services Manager
Mac Tools

 

[shotgunfatcat]

Steve - we trust the resolution you received from Mac Tools is satisfactory. The photos you provided were reviewed by our tool box engineers and they agreed there were problems with the spot welds. I know you are working with our Customer Service Manager to work out the delivery of your replacement tool box.

We apologize for the length of time this has taken to resolve. Please know we will work swiftly to get the replacement box delivered as quickly as possible.

Regards,
Tracy Sears
Marketing Services Manager
Mac Tools

Where did this come from?

 

[warmpancakes]

the power of the GJ Id be willing to bet Mac has seen the thread

 

[tlsears]

Yes. I work for Mac Tools. One of our Distributors tipped us off on the GJ thread. However, by the time we were informed about the thread, Mac Tools corporate was already working on a resolution for the Customer with a replacement box.

 

[warmpancakes]

It should have never gone to corporate, it should have been handled on the local level

 

[737mechanic]

If they don't make it right with you make a sign for the back of your box explaining that MAC boxes are junk and no one should buy one because MAC does not stand behind there product. Put arrows pointing to the damage so everyone can see what there boxes do.

With that said, There is a guy I work with that had a older MAC box that the front upper corners cracked and even though the box fuctioned fine our MAC dealer at the time warrantied out the box and gave him a bigger heavier duty box at no cost. It was a shock to everyone that MAC did that for him.

The best thing you can do is get names of people that refuse to deal with you that work for MAC, that way when you finally talk to the higher ups you can drop names of the people that caused this issue to go so far up the chain.

 

[chadster1]

It should have never gone to corporate, it should have been handled on the local level

But it got handled in the end. The guy is getting a new box. Sometimes you just have to make yourself heard by the right person. It sound like the local manager needs some additional customer service training.

 

[billymade]

Glad to hear this got handled! I wonder if this thread helped at all?

 

[Skyline]

Yes. I work for Mac Tools. One of our Distributors tipped us off on the GJ thread. However, by the time we were informed about the thread, Mac Tools corporate was already working on a resolution for the Customer with a replacement box.

Thanks for chiming in here. I hope you stick around. A MAC employee could learn a huge amount here not only about the public perception of its products, but its competition's as well.

 

[sludwinjr]

yes i spoke with the stanley/mac customer service supervisor who was actually nice, and said he will replace the box . he said he spoke with a few engineers and they all agreed it was a manufacturing problem, and mac should replace the box. he was going to have another customer service guy order/ship the box asap, so thanks to all of you guys here to help me out on this, ill let you know when i get the box, thanks

 

[thk2c]

yes i spoke with the stanley/mac customer service supervisor who was actually nice, and said he will replace the box . he said he spoke with a few engineers and they all agreed it was a manufacturing problem, and mac should replace the box. he was going to have another customer service guy order/ship the box asap, so thanks to all of you guys here to help me out on this, ill let you know when i get the box, thanks

great news!!!

I am glad they finally honored their warranty.

 

[Hiball]

Glad Mac finally stepped to the plate, After viewing the pictures im not sure why it took such drastic measures to get such a blatent problem fixed. This is not the type of customer service that makes me feel good about buying from a company.

 

[chadster1]

yes i spoke with the stanley/mac customer service supervisor who was actually nice, and said he will replace the box . he said he spoke with a few engineers and they all agreed it was a manufacturing problem, and mac should replace the box. he was going to have another customer service guy order/ship the box asap, so thanks to all of you guys here to help me out on this, ill let you know when i get the box, thanks

I see by your sig that you went a registered a domain name.

 

[sludwinjr]

yes, i pulled it down since they stepped up and are going to replace the box.
thanks

 

[84scrambler]

It seems MAC has its head on straight and is going forward with the warranty. The next question is, what is Mac going to do so this situation doesn't happen again? Obviously the regional manager is not competent enough to fill the position that he is in. Perhaps a protocol of checks and balances between a regional manager and engineers for warranty service if there is ever a disagreement.

 

[tyreguy25]

Mac hasn't had their head on straight for awhile. They appear to catch more bad press on these types of issues than the other three combined, but I am glad to hear that this got taken care of!

 

[crewchief888]

I have heard about Mac's warranty issues myself, and honestly, will not even call our Mac rep for anything. If one of the TWO items of theirs that I have breaks, I will replace it with Snap-On or Matco. Mac is headed downhill in a hurry.

ive had a bonehead for a MAC dealer for 2 or 3 years now. he's "rebuilt"
the same 3/8 dr flex ratchet 3 or 4 times, and always hands me a bag of leftover parts from the kit. after the last rebild, and the ratchet stripping the gear again, i went and bought a new SO ratchet, and replace d a couple other broken MAC items with SO
the MAC guy came by monday, after disappearing for 6 months, i handed him the ratchet, and a broken impact wobble socket, and gave him an earfull about the POS ratchet
seems he didnt have either one on the truck. probably wont see his sorry *** again till

if i ever get the stuff repaired/ replaced, i'm trading it all in on SO

 

[jammer1001]

There tool boxes are made in Georgetown OH and I'm surprised to hear about your problem, sounds like some spot welds let loose. Your not beat! The box carries a LIFETIME warrenty. I maybe able to help you, email me at [email protected] and put "toolbox" in the subject line......

 

[Keep]

Glad things are getting sorted out.

Wonder what will happen with your dealer and regional manager.