How to get Snap-On warranty replacement?

[wafrederick]

The Shelby/Hart,Mi area including the Muskegon,Mi area,there is no longer a Snap On dealer.Decided to kill himself and this was last month.Was not well liked.This dealer would not warranty tools if they were not purchased from him.

 

[macgee]

Don't mean to bring back an old thread but have to say I'm bummed to hear the woes of dealing with Snap-On trucks.

I just recently started going through my tool inventory and put together the SO wrenches that failed. I called SO to find out who my local truck is and to get them serviced/warranted. He was suppose to call me to arrange a meet up but it's been a week and no call back.

We are a fairly high end product design firm specializing in yacht racing instruments and equipment used all over the world.

I have to be honest, if I needed these tools right away for my business there is no way I would put up with this, there's plenty of other very good sources.

While we are small potatoes in the world of car mechanic tool suppliers, we still seriously use our tools and are related to our business keeping our clients happy in a timely manner. I could not imagine how our business would be able to continue if we acted like a Snap-On truck driver.

Snap-On's luster and status is starting to go dull.

 

[macgee]

How many people are getting failures with there Snap-On tools through avg. wear & tear?

I'm not hunting to see how bad there are, I know there good tools but just curious how they are comparing in failures compared to there competitors.

 

[MonoxieChild]

Ive had a SO extension that snapped on me sitting in the top of my box for the better part of 4 years. Maybe one day ill be able to get it replace.

 

[48fordnut]

Is the S/O repair service listed still a good address?
Snap On RCP-ARS
2801 8th St Dock 8
Kenosha Wi,53143

 

[Davefr]

Is the S/O repair service listed still a good address?
Snap On RCP-ARS
2801 8th St Dock 8
Kenosha Wi,53143

You better call first. Returns without pre-authorization usually get returned.

 

[48fordnut]

Sounds like a good idea.

 

[chicane]

First of all I would figure out who your local dealer is that is closest to you; contact customer service to find this out or talk to a repair shop close to you:
http://buy1.snapon.com/snapon-store/customer.asp

To have your local dealer contact you: http://buy1.snapon.com/customerselfservice/Default.aspx

In a perfect world; they should rebuild your ratchets for free, replace broken shanks on screwdrivers and replace any broken tools as well... as many have said/experienced: it all depends on the dealer you are working with, YMMV! Good luck!

And Snap-On is desirable why? No hassles with Craftsman warranty, just taken the broken tool into Sears and get a new one.

 

[macgee]

And Snap-On is desirable why? No hassles with Craftsman warranty, just taken the broken tool into Sears and get a new one.

The problem with craftsman and for that matter Snap-On is when you need a warranty replacement, the tool you receive is a modern replacement and not nearly as nice as your original. Granted getting a tool replaced for free is nice but I'm finding that my favorite tools from either company are now being replaced by inferior lower quality tools but that's just my opinion and experience.

Good luck getting a Craftsman Professional tool replaced in the coming years.

 

[macgee]

Don't mean to bring back an old thread but have to say I'm bummed to hear the woes of dealing with Snap-On trucks.

I just recently started going through my tool inventory and put together the SO wrenches that failed. I called SO to find out who my local truck is and to get them serviced/warranted. He was suppose to call me to arrange a meet up but it's been a week and no call back.

We are a fairly high end product design firm specializing in yacht racing instruments and equipment used all over the world.

I have to be honest, if I needed these tools right away for my business there is no way I would put up with this, there's plenty of other very good sources.

While we are small potatoes in the world of car mechanic tool suppliers, we still seriously use our tools and are related to our business keeping our clients happy in a timely manner. I could not imagine how our business would be able to continue if we acted like a Snap-On truck driver.

Snap-On's luster and status is starting to go dull.

So it's been about 2 1/2 months since my last post/gripe with Snap-On warranty.

As I written earlier my local Snap-On trucks were a total waste of time, he didn't call me back until the third compliant to SO and a month later. By then customer service contacted me and just told me to send it to them directly. They paid for shipping and I got the replaced items back within 12 days. Not bad but real bummed that the tools I received as replacements are inferior and uncomfortable to use and don't match at all the set that the tool came from. I won't be using them and will most likely have to trade or sell them to get the older orig. versions.

I think my romance with Snap_On is over. The closest comparison to my SO experience is like having a pretty ex-trophy wife, they are a hassle to deal with, you don't get back what you paid for (service wise) and they are very expensive.

 

[2ndGearRubber]

I'd like to report an excellent experience with snap-on corporate, with regards to two warranty claims I had. We had a good driver, there every week, sometimes slow on orders, but good prices and a great attitude. Of course, we were his last stop, so he always had time to BS. Warranties were quick and easy. However, about 3 months ago, he had to retire, due to some serious health problems. He wanted to spend all his time with his family, I have a feeling he doesn't have long.


Anyways, I broke a Blue Point security-torx bit, and had my RAF low profile 3/8s ratchet fall apart on me. So after waiting and hoping for a new-dealer, I finally called corporate. After pressing a few buttons, I was connected to a very pleasant young woman, who took my part numbers down, and processed the claims. She took down my shop number and address, and I had the rebuild kit (with instructions) and a new bit in 72 hours, delivered to my work. No charge for shipping, had I needed to send anything back, I would've got a pre-paid envelope.


I also mentioned our lack of a dealer, and was told we are the next route they're hiring for. Got a call yesterday from a dealer, who said he was going to be starting on our route in 2-3 weeks. Will he show up? No idea, but I'm happy to deal with the customer service rep via phone.

 

[Loscaldazar]

I actually just warrantied something today with Snap On. A TM-5 sliding T handle that my grandfather had given me a while ago. Was getting difficult to put a socket on it, and the corners of the drive piece were getting worn. They will send out a new one on Monday, and let me keep the old one (which will be put aside and out of use as a memento of my grandfather).

Like I've said many times, I've never had a warranty problem with any company before, and Snap On has continued to be no exception.

 

[macgee]

I do have to say after my bad truck service disappointed and then going thru the corp. customer tele service, they did do an excellent job. The people who I spoke to on the phone took the time to listen and inputted all pertinent information.
In regards to how they did with customer service thru the phone, I would have to give them a solid thumbs up.

By what I heard on the phone from several of the customer people who I spoke to on the phone that it sounds like it is not an uncommon experience that the truck route isn't a great one and that corp. is trying to rectify it by giving very favorable customer service via tele & mail.

I just wished I knew about this when I first started trying to getting to my tools warranted instead of wasting months of having my broken tools sitting on my desk waiting for my local truck to respond.

 

[2ndGearRubber]

By what I heard on the phone from several of the customer people who I spoke to on the phone that it sounds like it is not an uncommon experience that the truck route isn't a great one and that corp. is trying to rectify it by giving very favorable customer service via tele & mail.

I just wished I knew about this when I first started trying to getting to my tools warranted instead of wasting months of having my broken tools sitting on my desk waiting for my local truck to respond.

Of course they're gonna make it sound like an uncommon experience that the truck isn't around. It's their job to deal with customers who don't have truck service. Their job exists because the truck isn't always there.


I have cornwell and mac tools sitting in my box, broken. This experience with snap-on may make me give them a call too.



We're mechanics, we always get the shaft in one way or another.

 

[thebeekeeper1]

<snip>

I have cornwell and mac tools sitting in my box, broken. This experience with snap-on may make me give them a call too.



We're mechanics, we always get the shaft in one way or another.

I posted this once before, but perhaps it bears repeating. Several years ago I bought a Mac extra-length ratchet at a pawn shop--for $12 IIRC. It quickly became my favorite for working on old farm equipment. One day I was removing a blade scraper from an old disk and the carriage bolt wouldn't come out after removing the nut. I gave it a rap with the side of the ratchet head, as a hammer was hundreds of yards away. Not wise, but not uncommon. When I went to use the selector switch to put it back on and reverse things it came off in my hand.

Now I had to walk the hundreds of yards to get a different ratchet in order to finish the job.

As I liked the ratchet I called Mac to see about a replacement part. It seemed like an easy fix. I told them right up front it was NOT a warranty issue, was almost certainly my fault, and that I had bought the thing at a pawn shop. The very nice lady said I would have to send it in, and they would not just send a part for it. I couldn't imagine it needed to be fit, but I did as I was told.

A box arrived in less than a week. I opened it expecting a repaired tool and an invoice for the part and labor. Instead it contained a brand new ratchet. I treasure the thing, but don't feel right about it, for obvious reasons.

 

[Dust Devil]

My Snap-On Guy is great.

Thanks Kenny.

 

[XxToolAholicxX]

I'm doing a complete tool inventory/purge/restock... 30+ years of tools, many of which are Snap-on.

A handful of the Snap-on tools are not in good shape and I would like to get warranty repair or replacement of them.

I haven't stepped foot on a Snap-on truck in at least 20+ years, and have never actually had a Snap-on warranty replacement.

Should I try and hunt down a local franchise guy at one of his regular stops and just bring him the tools? What should I expect? Is it more or less hassle to try and work through the Snap-on internet customer service guys?

Also, what about proof of purchase? Do these guys want to see receipts (which are *long* gone)? I doubt there would be any corporate computer records from some of the original purchase dates of these tools, in the early '70's.

Do I need to buy some new stuff to build a relationship with the dealer/frachisee before I can expect to get him/her to replace any of my old broken tools?

Also, several of my ratchets are performing poorly... Will they replace them, or tell me to buy a rebuild kit (although I think some are sealed)?

Thanks for any advice or input.

Dont even bother looking for the dealer. Snap-On warranty is not what it was 20 or 30 years ago. You want it repaired get ready to pay $10.00 plus tax excluding cover plate. I tried Customer services and was unsuccessful chasing the dealer around will cost you more in gas money.


I am a Toolaholic,Sometimes I regret it,Especially when the Toolman wont give me no credit

 

[spacedoutbob]

I have never had a problem having my Snap On Dealer taking care of problem tools, I haven't bought tools from him regularly for the past 15 years, but if I have a tool go bad he replaces it for me right away.

Bob

 

[macgee]

I have never had a problem having my Snap On Dealer taking care of problem tools, I haven't bought tools from him regularly for the past 15 years, but if I have a tool go bad he replaces it for me right away.

Bob

Your lucky to have him and that's how it's suppose to be, many others do not get the same experience or service including me.

I can't be bothered anymore dealing with drivers, life is way too short and time is money.

 

[pfbz]

Dont even bother looking for the dealer. Snap-On warranty is not what it was 20 or 30 years ago...

I thought this thread looked familiar... I made the original post eight years ago!

Snap-on by the way was great. I ended up sending the tools that needed repair directly to snap-on, they sent back new replacements. No pre-auth, no charges, no hassle. But again, that was almost eight years ago.

 

[macgee]

I thought this thread looked familiar... I made the original post eight years ago!

Snap-on by the way was great. I ended up sending the tools that needed repair directly to snap-on, they sent back new replacements. No pre-auth, no charges, no hassle. But again, that was almost eight years ago.

Hey pfbz,

Thanks for chiming in and creating this thread.

I have to concur just in regards to going directly via mail for warranty issues. I ended up resurrecting this thread while trying to deal with getting my local rep to return my calls for warranty service, no such luck, very frustrating. Even when I called SO HQ about not getting my reps to return my calls or stop by my shop, after taking three weeks of no improvement they told me to just mail the tools in. They did do a great job once they said to mail them and had a quick turn around with all tools replaced.

It's just sad having to go through that whole time wasting process just to get a service that I paid for in advance but I was glad to read on this thread about the mail in service, they did help.

While I can point the finger at individual drivers for the bad flaky service, the real blame really needs to be directed at the main office for letting the local service support go to hell. While some have had a great experience with their driver, there's more than plenty of stories about bad drivers choosing who to service and who not to. It happening more and more often and the main office still does nothing to change it.

It's ok, they can do whatever they want; in mean time I'll just buy from other tool makers (plenty to choose from) that are equally as good for less money. That's easy enough to do.

I'll now step off my soapbox.

Cheers

 

[Marc Benjamin]

Like most of you guys, I've given up trying to chase down my local driver. I swear, I filed out that online local rep contact/callback form at least 10 times over the last month without even getting a single call nor email from the local guy/guys.

Heck I even tried putting together the guys route schedule by calling up the local dealerships hoping I can at least have an idea of when and where the truck will be which is kinda sad.

That is a lot of freaking hassle for a few hundred or so dollar items.

I think it's just how it is due to how the the system is set up. The phone reps are not really allowed to give the drivers info out to individual non shop owning folks. Also, there's really very little incentive for the independent franchisee to do a warranty call from someone who'll probably not buy on any regularity.

On the other hand, I've had nothing but great experiences with both email and live phone customer service and I've been able to get warranty kits and replacements. Sure I have to wait a week or so but sure heck beats the hell out of trying to deal with the truck.

 

[SASORacing]

I am less than pleased with snaps customer service. One experience was a chrome 3/8 socket that cracked. Granted it was used on a electric snap on impact. I didn't have much history with the driver, but I was honest, and he turned it down in the blink of an eye. Not nice.

 

[LUKE221]

And for those of you who are thinking about buying SO tools off of eBay: "This warranty only extends to the original Customer and cannot be transferred or assigned."


I never agreed with that policy. I mean heck, how can they prove that they werent bought by you new in some cases? What about a father that passes them down to a son? I really cant prove to the Snap-on dealer in my area that the sockets in my box were indeed bought by me when the tools were new, but just off of the Snap- on guy in the next town over. Which they were.

Just sayin... Snap on your mission is to convince me to buy wrenches that are $40 bucks apiece.. and well my mission is to not let that happen He He He

 

[Hootbro]

And for those of you who are thinking about buying SO tools off of eBay: "This warranty only extends to the original Customer and cannot be transferred or assigned."


I never agreed with that policy. I mean heck, how can they prove that they werent bought by you new in some cases? What about a father that passes them down to a son? I really cant prove to the Snap-on dealer in my area that the sockets in my box were indeed bought by me when the tools were new, but just off of the Snap- on guy in the next town over. Which they were.

Just sayin... Snap on your mission is to convince me to buy wrenches that are $40 bucks apiece.. and well my mission is to not let that happen He He He

So with your last statement, you want to buy cheap used below retail cost Snap On and expect them to warranty no questions asked?

 

[LUKE221]

So with your last statement, you want to buy cheap used below retail cost Snap On and expect them to warranty no questions asked?

Eh No I do not walk onto the Snap on trucks and warranty anything really. Just maybe a ratchet (new guts).. I just wont buy chinese wrenches from harbor freight at 2 bucks each or for that matter any big box store and expect them to be quality that I could or one of my kids could use in 30 to 40 years. I am somewhat selective in my tools. Heck they are expensive and they need to work first time. I wouldnt expect any less. Snap on wrenches at $40 bucks a piece are too rich for my blood. just sayin

 

[blown94conv]

Then don't buy them at all. The odds of you convincing me that a $10 set of wrenches is going to last 30 years is slim to none. I find that if you treat a tool dealer like you want to be treated, you won't have a problem. Come on with an entitlement attitude, like they owe you the world because 30 years ago you bought a wrench, and expect an equal reaction.

It's the same in any business. Not every customer is a good customer.

 

[JonDick13926]

And for those of you who are thinking about buying SO tools off of eBay: "This warranty only extends to the original Customer and cannot be transferred or assigned."


I never agreed with that policy. I mean heck, how can they prove that they werent bought by you new in some cases? What about a father that passes them down to a son? I really cant prove to the Snap-on dealer in my area that the sockets in my box were indeed bought by me when the tools were new, but just off of the Snap- on guy in the next town over. Which they were.

Just sayin... Snap on your mission is to convince me to buy wrenches that are $40 bucks apiece.. and well my mission is to not let that happen He He He

I don't really agree with it either, because the original purchaser paid for the tool and the warranty when it was purchased. If he had kept it for 60 years, Snap On would have warrantied it in the event of a failure any time. If he kept it for 60 minutes and sold/traded it, Snap On stops warrantying it? Makes no sense. What's the difference. Just ticked off because that person "should" have bought a new one from them directly instead of a used one on eBay I guess.

I'm more likely to be okay with them saying something like "we'll warranty the tool for 80 years" than "we'll warranty it... unless ownership is transferred."

That's not to say that I don't like and buy Snap On tools anyway.

 

[JonDick13926]

Then don't buy them at all. The odds of you convincing me that a $10 set of wrenches is going to last 30 years is slim to none. I find that if you treat a tool dealer like you want to be treated, you won't have a problem. Come on with an entitlement attitude, like they owe you the world because 30 years ago you bought a wrench, and expect an equal reaction.

It's the same in any business. Not every customer is a good customer.

I could be wrong, but I don't think that's exactly what he meant.

A 19mm non ASD Proto combination wrench can be had for $25.80 on Amazon. A 19mm non FD+ Snap On combination wrench can be had for $44.00. Unless you're breaking wrenches constantly (not me) and the Snap On tool guy actually shows up often enough to make warranty quick, I could see picking the Proto over Snap On. It's probably what I will do when I lose the student discount.

 

[n8n]

I don't really agree with it either, because the original purchaser paid for the tool and the warranty when it was purchased. If he had kept it for 60 years, Snap On would have warrantied it in the event of a failure any time. If he kept it for 60 minutes and sold/traded it, Snap On stops warrantying it? Makes no sense. What's the difference. Just ticked off because that person "should" have bought a new one from them directly instead of a used one on eBay I guess.

I'm more likely to be okay with them saying something like "we'll warranty the tool for 80 years" than "we'll warranty it... unless ownership is transferred."

That's not to say that I don't like and buy Snap On tools anyway.

Agreed, some of the are worth the price (flare wrenches?), but for stuff that you could see breaking because you use them hard and often like wrenches or sockets as a non-pro the SO warranty makes me lean towards getting other brands like Williams or Wright. Williams has a great warranty and is a Snap-On company...?

 

[Ponchoguy]

Good luck, I no longer have SO as my cornerstone tools anymore. I have always spent mega with SO, their warranty is subjective.

For the most part, they will not replace worn tools. You may be able to buy ratchet kits, and odds and ends for repair. Depends on the dealer, but for the most part, slim chance.

It's not just SO, I don't buy a ton of Cornwell either, even though I have a great dealer. I think all truck tool companies are becoming the same, they like to sell you stuff, but warranty is pot luck.

Anyway, I am starting to stock up on good old Craftsman again, after all these years. I want Sears to keep selling them, and want a warranty. I only buy what I HAVE TO from the truck companies. Sears can be a pain, if you get some pop tart of an employee, but most male managers are pretty decent about it.

If you can't get the SO tools replaced, sell them to somebody who can. Good luck!

---We have a lady manager at our local Sears and I have to say, she's pretty good. A little moody at times, but I think she knows I spend some money there, do my homework and ask for reasonable requests.

I asked for ratchet rebuild kits to have on hand, and she at first balked. Then, I explained to her that should could give me the kit, and then just replace it. I would do be doing the rebuild when needed, but by then, they would have already had a kit in stock to replace it. She then understood and said to the the clerk, "Give the man what he needs". End of problem. I try to be nice, polite and understanding. I worked retail for 7 years in HS and undergraduate college, so I know it can be trying at times...

 

[Ponchoguy]

I'm doing a complete tool inventory/purge/restock... 30+ years of tools, many of which are Snap-on.

A handful of the Snap-on tools are not in good shape and I would like to get warranty repair or replacement of them.

I haven't stepped foot on a Snap-on truck in at least 20+ years, and have never actually had a Snap-on warranty replacement.

Should I try and hunt down a local franchise guy at one of his regular stops and just bring him the tools? What should I expect? Is it more or less hassle to try and work through the Snap-on internet customer service guys?

Also, what about proof of purchase? Do these guys want to see receipts (which are *long* gone)? I doubt there would be any corporate computer records from some of the original purchase dates of these tools, in the early '70's.

Do I need to buy some new stuff to build a relationship with the dealer/frachisee before I can expect to get him/her to replace any of my old broken tools?

Also, several of my ratchets are performing poorly... Will they replace them, or tell me to buy a rebuild kit (although I think some are sealed)?

Thanks for any advice or input.

---Wow, old thread. I would:

1) Call Snap On and see what they say.

2) Find your local dealer and see what they say.

3) Get friendly with a local repair shop (maybe patronize a service there such as having a flat fixed, state inspection, or something you cannot do yourself) and then ask the owner if you could leave some tools there for the SO rep. I did that with a shop my neighbor (who was a mechanic) was friendly with and the gas station owner said, "I'll just call you when everything is swapped out". As it was a neighborhood shop, I would just stop in there. He got everything swapped within a week's time.

It can work out..of course Sears is much easier in my belief.

 

[captnstabn]

Bumping this old thread...is there an email for snapon customer service or do you just call them?

The website doesn't list an email address.

 

[Sam'sAutoParts]

I always call Snap On, it seems to be the quickest. Last time I called on Monday, had the new stuff on Wednesday.

 

[macgee]

Bumping this old thread...is there an email for snapon customer service or do you just call them?

The website doesn't list an email address.

I always call Snap On, it seems to be the quickest. Last time I called on Monday, had the new stuff on Wednesday.

I totally agree, the best thing to do is to call them. It's a no brainer and they act super fast that way. Life is waaaay tooooo short having to deal with a S-O truck driver.

I suspect emailing without first calling them could also be fruitless but probably better than waiting for the truck to be in a good mood .

 

[Hagatronics]

Had the local rep replace a set of 22 year old side cutters because they were blunt. No questions.

 

[magicrat]

Had the local rep replace a set of 22 year old side cutters because they were blunt. No questions.

I have always had the same experiences.....Every once in awhile i hear someone runs into a **** SO driver.....Its their business so who am i to judge.....but most SO reps are great as well as calling customer service.

 

[Tool_Crazy]

I've yet to run into a Problem when dealing with Snap-On or my ToolGuy.

 

[maxcarp709]

I have been reorganizing my tools just like the original poster,and I discovered 2 Snap On screwdrivers that needed to be replaced.One,the tip was broken off,and the other one the handle was shattered.



I emailed Snap On Warranty Center with the pics,explaining that I was no longer in the automotive biz,and had not seen a local dealer for many yrs.I got a reply from them promptly asking for my address.I responded and got a reply the next day,stating that my claim had been approved and that they would be mailing out 2 new screwdrivers to me.

 

[maxcarp709]

After a week or so I got a package in the mail from Snap On.Like a kid on Christmas,I rushed in to open them,only to discover that they sent me 2 new Comfort Grip screwdrivers,not the old Black handled ones I was expecting.

I was stunned!Then after a day or so,it hit me.Snap On was being O So Crafty in their generous warranty service.My new screwdrivers did not match my old ones!If I wanted my screwdrivers to match,I would have to buy all new ones!