Interesting Snap On Warranty Experiance

[David0858]

I have a total of two Snap On tools. One is a older, stubby 5/8" 6 point combo wrench I found somewhere well over 30 years ago.

The other is a F720 ratchet I found somewhere (probably in a junk car) sometime before the very first part of '85 and most likely a year or two earlier. It had had a hard life as it was an '81 date and was then well used and the ratcheting was messed up. I had meant to get it fixed but didn't and it sat in the back of a tool box drawer until a couple weeks ago when while I was cleaning and rearranging my shop, I decided to get all the broke tools with a warranty or fixable, fixed.

I was going to buy a kit to fix it but didn't see one on Snap On's web site so I pulled up the chat yesterday and ask them it it was still available. I was told it was and was asked for my name and address. I gave that to the chat guy and was waiting to give them the Credit Card info but when he came back to me, he told me they would get it in the mail and was their anything else he could do for me.

I still can't afford Snap On tools but that was great customer service.

 

[AJ1978]

One of the mainstays of Snap On. You pay up front for warranty! Before I had a local dealer I had several tools that needed fixed or swapped out. They were extremely helpful.

I was hesitant for YEARS to purchase more, however with a reasonably reliable dealer. (not my local one) (Shop has been open 8 years and passes weekly and never stops). I found a great dealer that I work with. I have built my collection for daily use.

Here are my main reasons why..
It breaks I take it and get it swapped out. yes I can find cheaper BUT time, travel wasted time etc.

I do not buy everything Snap On.

But they are a STRONG, and reliable company..

 

[Narddog]

I'm not sure I'd go so far as to say that I can afford their tools but I do have a few. It's nice to hear that they stand behind their product that well. I suppose it takes some of the sting out of the initial sticker shock.

Sent from my XT1585 using Tapatalk

 

[David0858]

I just looked up the date code on the wrench and it's a OXA-200 from '56. It doesn't look that old of a design. I would have figured mid '70s.

 

[rustyzman]

Since I no longer have a tool truck where I work, I call the company direct for warranty whenever I need to. They are hands down the best customer service warranty, direct from the company, I have ever had the pleasure of dealing with, Period. Even on the very rare occasion that they want a broken tool back, they send me a prepaid UPS label to send it to them. First class service all the way.

You pay for the great warranty up front in the tool cost, yes. But you get a great quality tool with incredible customer service in return. Generally speaking, their tools don't injure me (tool failure or design issues) and that is worth a lot when you are working on difficult repairs on flat rate. Never really got that kind of hassle free warranty service off the Snap On truck itself, and I have had 4 different dealers over the years. Every dealer is different.

Mac and Matco have been less stellar direct from the company (send everything in on your own dime most of the time). But alternatively, I have had great Mac and Matco tool truck guys (3 REALLY Great Mac guys and one Great Matco guy) over the years that serviced warranties just as well as Snap On's direct service.

 

[hoho98925]

I have also had amazing service from Snap-on over the phone. The two times I have dealt with them, they asked for my name, and address, and replacements where shipped to my door, they did not ask for the broken tools back.

 

[mbshop]

As a former mac dealer I always took care of my customers and even those that were not. My truck said mac. If the tool said mac then it was taken care of. Even stuff I knew was from yard sales and such. It paid back many times as folks would call for tools that were not regular customers.

 

[unslow1]

I have also had amazing service from Snap-on over the phone. The two times I have dealt with them, they asked for my name, and address, and replacements where shipped to my door, they did not ask for the broken tools back.

That has been my experience with Snapon. Just the opposite experience with Proto.

 

[Snap_cap]

Dealing with the person on the truck directly can be hit-or-miss, unfortunately.

My truck guy gave me a tiny bit of attitude about a pair of 497ACF 90* pliers about two months after I bought them when they broke. One jaw just snapped at the turn and simply launched itself into orbit. Found the piece and wrapped it to the other jaw for replacement the following week.

Then I got the usual 'was it abused?' BS while looking over the pliers that still looked pristine.

It appeared there was a void in the casting where it broke, and he replaced it no problem... but that initial question annoyed me a lot.

I've had two ratcheting screwdrivers brand new, still on the truck, that wouldn't ratchet, and was present when a co-worker had the same experience. Also had a brand new torque wrench that wouldn't reverse, right from the package.

That is the extent of having to use their warranty over several years, but I rarely break any tools, whether they are Snap-On brand or not.

 

[B_Bimmer]

That has been my experience with Snapon. Just the opposite experience with Proto.

Proto has always been great with me. Just go in to it with the knowledge you have to send it in. Honestly I think that is the best way. Cuts down on fraud and people who think themselves too important for the hassle. Not at all saying I don't prefer easier, but it's fair enough.

 

[condor_088]

Need parts for my F-71-B ratchet. Snap-on CSR said they do dot have the parts for this tool. The spring loaded ball on the 3/8 drive no longer will hold a socket or any other attachment. Have tried soaking it in mineral spirits overnight, to no avail. It is a 30 tooth gear. I would be willing to purchase an entire kit if I must. Would anyone know what other model ratchet part will fit this F-71-B ratchet? Appreciate your help.

 

[scissorman]

Condor_088, nice way to hi-jack someone else's thread. You should make your own thread in the appropriate forum for best results.

 

[Trey T]

It's 2017 and I hope more better things to come for Made In USA

 

[Odes]

I called snap on about a ratchet that found and they wouldn't warrantee it because I was not the original purchaser but they did send me the replacement kit for seven bucks shipped to my home so I didn't argue too much because It was pretty cheap

 

[Ign]

I just had an identical experience today. I often bad mouth SnapOn just 'cause I feel their prices are insane but their service really is excellent. I guess I'll have to ease up on them. I just tire of the "my SnapOn **** doesn't stink" mentality.

 

[1982fxr]

Snap on customer service has always been a pleasure to deal with for me.

 

[Patrick73RS]

Was looking for detent for 2 drawers on my 1023. Got talking to the person on the phone and they thought I was referring to the sliders. He was just going to send me two free slider sets. I was impressed. Told him that I was only looking for the detents on 2 drawers. He said ok and sent me a set of detents for every drawer in the 1023 and also for my 1201.

No BS just good service

 

[David0858]

Re: Interesting Snap On Warranty Experiance - Updated

An update - The kit got here today by UPS in a box. I had figured a padded envelope by USPS. I chatted with Snap On on 2/03 and it came today, 2/09 and there was a weekend between. If I calculated right, it came on the fourth business day after I talked to them. Not bad at all. I still can't afford Snap On tools, though,

 

[Snap_cap]

Re: Interesting Snap On Warranty Experiance - Updated

An update - The kit got here today by UPS in a box. I had figured a padded envelope by USPS. I chatted with Snap On on 2/03 and it came today, 2/09 and there was a weekend between. If I calculated right, it came on the fourth business day after I talked to them. Not bad at all. I still can't afford Snap On tools, though,

The Lone Star only lasts until you need to piss, the tools will last your lifetime.

 

[rsanter]

I have a replacement snap on ratcheting screw driver on the way to me now, I am assuming they will want the old one returned in the new packaging or something.
Easy, easy, I sent an email

Bob

 

[ShadowBoxer]

I had a similar experience with a dealer. Except it is was even easier.
I had one of those orange plastic hammers that I used for years. I think I bought it in the 1990s. Around 2015 or 2017 the orange plastic casing started to break apart. I'm not a mechanic and don't work in a garage so I always thought about finding a truck at a shop but I never carried the hammer with me. One day a truck parked outside my house as the guy was just sitting there on his computer. There are several shops near me and he was probably just finishing up before moving on. I went outside with the hammer and showed it to him.

He told me he did not have that orange color but could order it.
However if I did not care about the color I could have the equivalent in black and red right now. I gave him the orange one, took the new one and he left. I went back to my garage and put the new hammer in my toolbox.

I still use that hammer about once a week.

 

[scissorman]

I had one of their orange dead blow piston hammers, I bought it many years ago and after the first use decided I didnt like it so it sat in my toolbox ever since. Last year a coworker was building a BBC and he needed to borrow it so I loaned it to him and he said the first use the orange plastic literally disintegrated. Needless to say it was no big deal since I didnt like it anyways but I did let my snap-on dealer know and he offered to warranty it and I told him I didnt even like the hammer so he offered to just give me full credit at current pricing which I gladly took him up on the offer.

 

[Danglerb]

A few people poisoned well for many. During the economic crash in the auto industry a few years back a lot of tools were sold off in bulk, whole boxes etc, and some of the buyers used the Snapon warranty to replace tools with cosmetic defects like initials. The volume must have been insane as it wasn't uncommon for local tool sellers to try and get full quality prices on a damaged tool using the Snapon warranty. Same if not worse for Craftsman.