Al Bundy
Well-known member
This seems like a bit of a stretch.
How to get Snap-On warranty replacement?
- Thread starter pfbz
- Start date
This seems like a bit of a stretch.
gdocktor3
Well-known member
Or maybe they no longer had the black hard handles in stock?
I mean come on...
I warrantied two hard handle screwdrivers about a year ago and they also sent me the new style. I was happier to have the new ones. Then again, I don't have ocd and need them all to match.
Just got off the phone with Snapon customer service. They were great to deal with. It took all of 5 minutes for them to tell me a new dead blow hammer and a small phillips head will be at my house in approx three days. Neither of these were purchased through a dealer. Neither have to go back. They said just dispose of them myself.
Snap on lifetime warranty is a joke, rather a scam.
I just got off the phone with Snap-On customer service and they said production on my ratchet, SR710 was discontinued 20 years ago. And, therefore, they will no longer honor the warranty. She said the lifetime and did the day production ended. I say that's BS.
I will never buy a Snap-On tool again. why am I going to spend the extra dollars if they're not going to stand by their product? if I walk into a Sears with a Craftsman tool they will honor the warranty no questions asked. If I walk into Harbor Freight whit one of their garbage tools, they will honor the warranty no questions asked.
The snap on warranty is a scam.
I just got off the phone with Snap-On customer service and they said production on my ratchet, SR710 was discontinued 20 years ago. And, therefore, they will no longer honor the warranty. She said the lifetime and did the day production ended. I say that's BS.
I will never buy a Snap-On tool again. why am I going to spend the extra dollars if they're not going to stand by their product? if I walk into a Sears with a Craftsman tool they will honor the warranty no questions asked. If I walk into Harbor Freight whit one of their garbage tools, they will honor the warranty no questions asked.
The snap on warranty is a scam.
DSLTRK
Well-known member
That has never been my experience. I had to warranty my grandfathers 3/8 ferret ratchet, which, btw is about 30 years older than your 710. I found a new F80 in my mail box a week later.
The thing with Snap-On is, you actually talk to a person in the USA. No holding, no Indian call centers, no computers.
Did it cross your mind that perhaps the representative was having a bad day? Maybe she was new? or maybe you were pissed off and she could tell over the phone and dug her heels in the dirt and told you to pound sand?
Point is, Snap-On tools sell because they are at the top in quality and their customer service is there too. It's obvious your experience is a fluke, because Snap-On wouldn't be where they are at today.
This tends to happen alot with people who buy tools and are not the original owner. The warranty service they provide is only to the original purchaser. So if you are a fifteen year old trying to warranty a tool that hasn't been in production for 20 years, they usually infer you are trying to scam them.
. Of course who knows what the specifics of your case are. They will also sell you parts for like $10 that will fix a broken ratchet. Its really hard to complain about that as well.blown94conv
Well-known member
Let's see here. 1 post slamming Snap On, totally different experience then most members. That ratchet probably takes a RKRA12DC repair kit, (I just called to check and Melania was very helpful). That ratchet was discontinued,(it was last in the 1948 catalog) and the part number did not reference back to a repair kit, but she thought that this kit would work. It is a repair kit for a 20 tooth ratchet, which yours should be. You may have to count the teeth to use a different kit, only way to know is to remove the backing plate.
I don't know, maybe it's you?
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macgee
Well-known member
It's not just one post slamming but since this thread started, there has a been a big swing on how you deal with warranties with S-O.
The old tried and past true way was going to your S-O truck and asking the driver for help. That experience is pretty much the reason many customers being frustrated. Taking care of a broken tool is the absolute last thing a driver wanted to do and that showed loudly when it would take for ever or simply a " NO ".
But now you just call up S-O on the phone and you get great and friendly customer service. I have no complaints and I think others would say the same thing. On the other hand, If you had to deal with a S-O driver, you get very mixed results some good and I hearing a lot of bad unless your spending good money on him.
I know there will be post here saying the drivers are excellent but I bet they have a running account, work at car dealership garage and still paying off their $10K tool chest and tools. I found that is not the case when having a small machine shop and not buying tool chest from them. Then the customer service and warranty becomes subjective but not if you call them,; then it's all good and very quick turn around.
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Buckgnarly
Well-known member
Judging from your post, it sounds like you were a blast for the poor CS rep you got on the phone.
Art From De Leon
Well-known member
If you can remember the name of the dealer that you bought these tools from originally, that may go a long ways towards getting them warrantied.
The dealer here in this little piss ant town, knows and hangs out with the dealer that I last dealt with back in the mid-90's, so I have no fear that IF I should ever need to warranty something, it would be no problem at all.
I was talking to one of the customer service reps one day, before we had a dealer, and had ordered some little nickle or dime item, and was telling the gentleman about Tony E. , the dealer that I had when I worked at the John Deere dealership in Stephenville, TX in 1994-95, and he remembered the guy.
I also gave the local dealer the name and number of the Snap-on representative that I dealt with when I was buying my toys, er tools, when I was living in Colorado, so that he can verify that I am what I say I am, if he so chooses.
BTW, I still have cards and calendars with the names of the three Snap on dealers that I have dealt with since 1992, and I wish I could remember the name of the dealer from Cadillac, Michigan that I was buying from in 1987-88, when I was working in Kalkaska.
The dealer here in this little piss ant town, knows and hangs out with the dealer that I last dealt with back in the mid-90's, so I have no fear that IF I should ever need to warranty something, it would be no problem at all.
I was talking to one of the customer service reps one day, before we had a dealer, and had ordered some little nickle or dime item, and was telling the gentleman about Tony E. , the dealer that I had when I worked at the John Deere dealership in Stephenville, TX in 1994-95, and he remembered the guy.
I also gave the local dealer the name and number of the Snap-on representative that I dealt with when I was buying my toys, er tools, when I was living in Colorado, so that he can verify that I am what I say I am, if he so chooses.
BTW, I still have cards and calendars with the names of the three Snap on dealers that I have dealt with since 1992, and I wish I could remember the name of the dealer from Cadillac, Michigan that I was buying from in 1987-88, when I was working in Kalkaska.
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1950mercury
Well-known member
AntonLargiader
Well-known member
The local drivers I have dealt with have warranty-replaced everything we have brought them, including a plastic dead-blow hammer that was nothing but steel rods now. I have never had to reach out any farther than the drivers.
Some products do get discontinued, and the warranty solution may be to replace with a newer equivalent. I get that completely; they are in the business of keeping my tool set functioning, not maintaining museum antiques.
Some products do get discontinued, and the warranty solution may be to replace with a newer equivalent. I get that completely; they are in the business of keeping my tool set functioning, not maintaining museum antiques.
nickelmore
Well-known member
I have dealt with both local dealers (Truck) and Kenosha. I will say that one of my former route guys was 50 /50 on the helpful side. I had switched fields and had more tools than I knew what to do with and would only buy little things of the truck when i was in town.
When I came down to warrantying some slides on a box (that I think he sold me) he gave me all sorts of heck. I said no problem called SO sent them in and a week later I had a complete set.
Recently I need a drawer lock for my KRL box that got screwed up. I called and inquired about a price for me to purchase it, after all i felt that if was a cheap plastic part and most likely may fault it got hung up and broke.
The rep was VERY pleasant to deal with, she asked about a local rep so I explained we have two and I am a manager that floats between 4 locations and i never seem to catch them. I also told her I knew that they would not have the part on the truck and probably would not have the price so i figure i would just call direct to buy it.
She asked if I only needed one which i replied yep its the only one broke. No problem its under warranty, confirmed my address that they had on file and two day later i had it sitting on my door step.
While I was traveling if I broke a screwdriver tip and I spotted a truck i would stop and ask him if he would swap a blade for me. Never had a problem and had a few good conversations with advice where to eat in the area
Easy peasy.
When I came down to warrantying some slides on a box (that I think he sold me) he gave me all sorts of heck. I said no problem called SO sent them in and a week later I had a complete set.
Recently I need a drawer lock for my KRL box that got screwed up. I called and inquired about a price for me to purchase it, after all i felt that if was a cheap plastic part and most likely may fault it got hung up and broke.
The rep was VERY pleasant to deal with, she asked about a local rep so I explained we have two and I am a manager that floats between 4 locations and i never seem to catch them. I also told her I knew that they would not have the part on the truck and probably would not have the price so i figure i would just call direct to buy it.
She asked if I only needed one which i replied yep its the only one broke. No problem its under warranty, confirmed my address that they had on file and two day later i had it sitting on my door step.
While I was traveling if I broke a screwdriver tip and I spotted a truck i would stop and ask him if he would swap a blade for me. Never had a problem and had a few good conversations with advice where to eat in the area
Easy peasy.
Living in Europe, I have no realistic option to call the SO directly to handle warranties.
I've been buying SO for a long time from various places/sellers/SO drivers both new and used. I have dozens of ratchets and altogether probably hundreds of SO/Bluepoint/Williams tools. I am both hobby and pro user. I have 6+ cars, and loads of other motorized gear to mantain/build and I am also an entrepeneur and need to mantain various rock excavation and drilling tools and machines at work.
Few years ago I realized I needed to find my local SO dealer as I had moved to a new area. I did and then I ordered 2 rebuild kits for my ratchets from him. I don't often break tools but I had 2-3 old ratchets which didn't work properly anymore so I ordered the very affordable rebuild kits from him. I also had one Blue Point socket without detent notch at all, he arranged me a new one in a week or so. After this he asked me about my tool selection and then informed me that in future if I need to fix them just bring them over and he will do it.
Since that I've always (well, rarely) contacted him directly and no problem with the warranty. I have also bought some new tools and other gear from him. In no way I am a big customer to him but I really like dealing with him - very nice guy and also a car guy who always has time for me.
I've been buying SO for a long time from various places/sellers/SO drivers both new and used. I have dozens of ratchets and altogether probably hundreds of SO/Bluepoint/Williams tools. I am both hobby and pro user. I have 6+ cars, and loads of other motorized gear to mantain/build and I am also an entrepeneur and need to mantain various rock excavation and drilling tools and machines at work.
Few years ago I realized I needed to find my local SO dealer as I had moved to a new area. I did and then I ordered 2 rebuild kits for my ratchets from him. I don't often break tools but I had 2-3 old ratchets which didn't work properly anymore so I ordered the very affordable rebuild kits from him. I also had one Blue Point socket without detent notch at all, he arranged me a new one in a week or so. After this he asked me about my tool selection and then informed me that in future if I need to fix them just bring them over and he will do it.
Since that I've always (well, rarely) contacted him directly and no problem with the warranty. I have also bought some new tools and other gear from him. In no way I am a big customer to him but I really like dealing with him - very nice guy and also a car guy who always has time for me.
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bmwpowere36m3
Well-known member
- Joined
- Nov 8, 2012
- Messages
- 1,125
People have too high on expectation of warranties... Sears is a unique one in that it includes "satisfaction". I would say an overwhelming majority of warranty complaints are just plain worn out tools, i.e. their lifetime is over. A manufacturing defect after 20 years of use... common on.
As far as truck service, honestly they only want to help those that are buying from them. We've never had issues with our SO guy. I'm pretty sure warranty claims come off their sales figures. So why would they want to warranty tools not purchased from them directly. When you spend close to 100k on tools, then warranty is generally a non-issue.
And to be perfectly honest, for the amount of tools and usage only a few need to be warrantied. Most just worn and the driver was happy to replace them or rebuild ratchets or check torque wrenches, etc...
As far as truck service, honestly they only want to help those that are buying from them. We've never had issues with our SO guy. I'm pretty sure warranty claims come off their sales figures. So why would they want to warranty tools not purchased from them directly. When you spend close to 100k on tools, then warranty is generally a non-issue.
And to be perfectly honest, for the amount of tools and usage only a few need to be warrantied. Most just worn and the driver was happy to replace them or rebuild ratchets or check torque wrenches, etc...
In the end they are sending me a replacement ratchet.
It took a lot of back-and-forth emails.
The thing that I got pissed off about, was that, all of a sudden there was a caveat. However when I buy the tools off the truck the guy is like "don't worry about it, it's guaranteed for life." Lifetime means lifetime.
And we all know that they're playing the odds. The odds they're playing is that they're going to sell so many tools at such a high price and the percentage of people who have warranty issues it's going to be miniscule in comparison and will not wear into their profit margin. It's a marketing ploy.
If the lifetime of the tool is 20 years then they should say 20 years, not lifetime warranty.
If they make a statement "lifetime warranty" they better hold up to it. Snap-on stated lifetime so I'm not putting too high an expectation on them.
It took a lot of back-and-forth emails.
The thing that I got pissed off about, was that, all of a sudden there was a caveat. However when I buy the tools off the truck the guy is like "don't worry about it, it's guaranteed for life." Lifetime means lifetime.
And we all know that they're playing the odds. The odds they're playing is that they're going to sell so many tools at such a high price and the percentage of people who have warranty issues it's going to be miniscule in comparison and will not wear into their profit margin. It's a marketing ploy.
If the lifetime of the tool is 20 years then they should say 20 years, not lifetime warranty.
If they make a statement "lifetime warranty" they better hold up to it. Snap-on stated lifetime so I'm not putting too high an expectation on them.
1950mercury
Well-known member
You have no clue. Read there warranty. I'm sure you do NOT QUALIFY for a warranty on the ratchet you called them on... typical uneducated garage sale buyer
MikeF2316
Well-known member
I just had a good experience with Snap-on warranty. A couple of my drawer slides were bad, and one of the lock n' roll latches was broken. I used the messaging function on the website, after explaining why a franchisee couldn't see me, she took down the list of what I needed, my address and had the stuff sent out. Interestingly, the slides came in a separate box from the lock 'n roll latch, and came a day earlier. Both packages came from Calgary.
Fireball027
Well-known member
I have never had any issues with warranty, sometimes even with a dealer it is still easier to call in and do it by mail instead of waiting.
Last week I had to warranty a ratchet that had a date code of 1951 on it. The guy on the phone asked me how long I had the ratchet, since I guess I don't sound 60+ years old, which I am no where close. It was my dads and he gave it to me. He responded with "that's awesome he gave it to you and we will send a kit out tomorrow for it"
The service will always depend on your composure, attitude and politeness towards the rep. In a customer service job, you get a lot of irate customers and calls and if your one of the nice polite customers that they can actually talk to, it goes a long way and they are very likely to help.
Last week I had to warranty a ratchet that had a date code of 1951 on it. The guy on the phone asked me how long I had the ratchet, since I guess I don't sound 60+ years old, which I am no where close. It was my dads and he gave it to me. He responded with "that's awesome he gave it to you and we will send a kit out tomorrow for it"
The service will always depend on your composure, attitude and politeness towards the rep. In a customer service job, you get a lot of irate customers and calls and if your one of the nice polite customers that they can actually talk to, it goes a long way and they are very likely to help.
d.mcfarland
Well-known member
Unfortunately so true. New person joins the forums and asks how to get a new ratchet because their yard sale ratchet is junk from sitting in a pile of water for 30 years.
I've had 2 snap on items I broke and they warrantied them. I can't complain. I also pay for that warranty when I buy new I guess.
XxToolAholicxX
Well-known member
You just talked to a wrong person I had the same experience as you.. I called back the next day spoke to another rep and my problem was taking care of with professionalism.. Call them back and you might be surprised... Just be nice.. I was told by a wise man long ago that you can catch more flies with honey than you can with vinegar...
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Roberts210
Well-known member
If you are the original buyer, go to any Snappy truck and tell the guy the truth. If he has integrity he'll recognize you are truthful and help you. If he can't recognize your truth, you don't want him as your tool dealer anyway.
XxToolAholicxX
Well-known member
The dealer is not giving you the kit for free.. You paid for that as it is the whole aspect of warranty when you bought the tool.. Lol
evercl92
Well-known member
Maybe I missed this but - but in your experience, will Snap on replace a ratchet that I got an auction? My experience with husky / kobalt is that they don't care and just provide a replacement.
Since this thread has had some time since last posted, any updates to the process for replacement?
Since this thread has had some time since last posted, any updates to the process for replacement?
So the person who made this post has only made 2 posts and this one was in Dec of 2016 so I am going to assume that it was a yard sale / ebay buy and the person tried getting the whole thing replaced instead of repaired / getting a rebuild kit.
But as stated earlier, being nice goes a long way and it also helps to not try to scam a tool company.
A few weeks ago my FHX80 broke. I called Snap on for a kit, They asked me if I needed a new screw/spring kit, (yes), a new locking kit (yes) a new soft grip handle (yes), so I got four kits for free, and other that the metal head and shaft, a new rat.
anndel
Well-known member
I broke one the the jaws on my 30 year old SO long nose pliers that they no longer make. I called customer service and they told me the same, "NO". I met up with a driver that serviced the hangers across my office and he told me to bring it to him and he gave me one similar to it at no charge. He's my driver for life.
ThrifyGarage
Well-known member
Here is my recent warranty experience with Snap-on, MAC and Matco. The results were unexpected to say the least. I was very pleased with the timeliness of Snap-on and the ease of their warranty replacement.
BDT/NWMN
Well-known member
I enjoyed Your video. Thanks for sharing Your experience.