Is Snap On turning into a JOKE?

[3 Gun Shooter]

Lately most of the Snap On dealers have become complete flakes. You break a tool and MAYBE after 3-4 weeks they can replace the tool. Screwed around with my dealer for a broken socket I need to finish a job. Two weeks later he still could not get it to me.

Finally call Snap On customer service and they screwed around not getting back to me. Finally another call and Snap On was supposed to next day the socket to me on Friday, today both UPS and FedEx have been here and no socket.

I have over $100K of Snap On tools, have been buying Snap On since 1970. In the last few years the Snap On customer service both dealer and corporate level has gone to ****. I guess once you buy all their tool it is the hell with you taking care of you.

Found out the dealer screwed everything up with Snap On getting my socket out on Friday.

I told the dealer I don't need him as a dealer and Snap On is sending me another dealer.

Sad part is in 45 years buying tools I've had quite a few dealers, only had 2 other that weren't real good, one his route was huge in customers. When he couldn't service all of them Snap On cut his route into 3 routes. The other dealer was more interested in sitting around drinking coffee than calling on customers. He lasted maybe 6 months.

 

[purplezr2]

Why do people quote how much they have in said tools as if it validates there purchase more, or makes them more important....

 

[Wamsutta]

Screwed around with my dealer for a broken socket I need to finish a job.

One option would have been to buy a socket to finish the job and then worry about the broken socket later.

 

[txvwnut]

We've got a newish dealer at work, been waiting a year on a spare key. I'm good friends with his boss and don't really want to have to pull that string but it's looking like I may have to. In the OP's case since SO customer service knows he has a dealer they may have contacted him telling of your needs and are figuring he's going to handle it.

 

[P51Boilermaker]

I recently bought a set of 3/8" drive crowsfeet and a set of short combination wrenches from SO. One wrench was bent right out of the box, and two crowsfeet were rusted! The 3/8" was rusted and pitted on the open end.. I really expected more for my money from SO. Customer serviced replaced them but I did not expect to have to warranty new tools right out of the box.

 

[P51Boilermaker]

Here's the crowfoot

 

[popparoach]

But are the sockets painted inside,that is what matters most.

 

[warmpancakes]

if your driver is waiting 2-3 weeks for replacement tools sounds Like hes on credit hold, unless its some odd ball socket, Longest I wait on orders is 14 days my dealer has his order pulled on tuesday its at his door thursday he delivers next time hes in, so If i test for a order on wed, it wont get pulled till tuesday

 

[Ign]

Why do people quote how much they have in said tools as if it validates there purchase more, or makes them more important....

Makes sense to me. He's attempting to illustrate that he's a loyal customer and would continue to be IF ONLY they could fulfill his warranty request. These are the kinds of customers companies should be concerned about alienating.

 

[DekeT]

Buy a Harbor Freight socket to finish the job.

 

[Rosso]

Try this on for size.....

Over a year ago i ordered a number of cordless bits from SO, all from the CT761 range.

But i ordered them in green, which in the UK is seemingly hard to get.

Three of the items took between 10-12 months to arrive. The last item never arrived, turns out it was replaced and nobody from SO thought.... hey maybe we should let this guy know it won't ever arrive.....

You guys think it's hard in the states, UK CS is ****, they couldn't care less.

 

[davidw]

If you are a loyal customer which it sounds like you are, the dealer should just give you a replacement to get the job done and then submit the claim himself later. You pay a premium price, and you should get premium service.

 

[thegroundpounder99]

I've spent less then $10k and haven't had a issue yet. I know our Snap On guy used to work for a guy that owned a franchise and when he didn't pay his bill or had high repo's they froze his account, no new stuff or warranty.


Sent from my iPhone using Tapatalk

 

[nine4gmc]

I'll say it, bang his wife.

 

[davidw]

I looked into a SO franchise, and was seriously considering it. Changed my mind after I did a lot of research on it. Yes, some people make a ton of money selling Snap-On, but most do not. Maybe that is a factor.

 

[shoggoth80]

I've been lucky in that I have not had to warranty any of my Snappy stuff (limited to ratchets and picks). If I did, I'd expect to be walking off the truck with my piece either rebuilt or replaced.

 

[lightning02]

Buy a Harbor Freight socket to finish the job.

 

[purplezr2]

How about the OP says what the socket is. It it was a 13mm I could see being pissed. If its some oddball maybe not so much.

 

[PugetDude]

I have over $100K of Snap On tools...

Hate to break this to you, but no, you don't. You may have paid $100K for them, but they aren't worth a fraction of that. Try selling them if you don't believe me.

Is the Kool-Aid starting to taste bitter?

 

[zmotorsports]

I would say it isn't a Snap-On issue as much as a localized dealer issue. I started wrenching professionally in 1988 and have good dealers, bad dealers and every variety in between of not only Snap-On but also with MAC, Cornwell and Matco. They become especially hard to get replacements when they start slipping on payments and are on credit hold.

I have a pretty good Snap-On dealer at the current time but I haven't had a MAC dealer for over 8 years now nor Matco for almost 2.

Mike.

 

[JunkYardDawg]

Hate to break this to you, but no, you don't. You may have paid $100K for them, but they aren't worth a fraction of that. Try selling them if you don't believe me.

Is the Kool-Aid starting to taste bitter?

My SIL is/was a heavy equipment mech. He's got tons of the 3/4 and 1" drive stuff, and BIG air ratchets, and BIG sockets too - all from SO. Cost $$$, and thank God, he's got them paid off, because he's developed some nasty nerve damage in his arms, and can't work anymore. You're right. They aint worth ****. The market for tools about the 1/2" drive size is very small, and most who are in the need of those sizes already have them.

Using the principle that something is only worth what someone is willing to pay for it... well he's been trying for months to sell them to no avail.

 

[3 Gun Shooter]

One option would have been to buy a socket to finish the job and then worry about the broken socket later.

No other socket will fit in the spot other than a Snap On. MAC and Matco won't fit and are weaker than Snap On.

 

[woody 73]

First off snap on is 1st rate fantastic customer service.

Second yes sometimes it can be hit or miss on a good driver or a poor service driver.

Third how come in this day and age you only have one socket, I would have thought at the very least you would have had a back up set in case of the above happening to you.

 

[3 Gun Shooter]

First off snap on is 1st rate fantastic customer service.

Second yes sometimes it can be hit or miss on a good driver or a poor service driver.

Third how come in this day and age you only have one socket, I would have thought at the very least you would have had a back up set in case of the above happening to you.

The stuff I use all the time I do I have doubles of, but I hardly ever use this socket but it is only thing that works. I don't think I've had this socket out of my box in 10+ years until I needed this for this job.

To Harbor Freight Freaks, their sockets wouldn't fit and aren't even close to strong enough.

 

[woody 73]

What is the part number to your broken socket do you have a link that we can look at ?

 

[Hiball]

Now it's a party..

 

[ruffryder]

The stuff I use all the time I do I have doubles of, but I hardly ever use this socket but it is only thing that works. I don't think I've had this socket out of my box in 10+ years until I needed this for this job.

To Harbor Freight Freaks, their sockets wouldn't fit and aren't even close to strong enough.

Replacing a ford ignition module for a 351W? I had a socket need like that once.. Instead of getting snapon tools, I borrowed one for the job and sold the truck.. lol Sorry, nothing to really add, but I heard this was a party.

 

[3 Gun Shooter]

What is the part number to your broken socket do you have a link that we can look at ?

It's an FS20A, hasn't been out of the box in at least 10 years. I use impact swivels for just about everything, will just not fit in where it needs to. I brke the socket with a long ratchet, not even an impact.

 

[bobcatdan]

Never a problem with any SO dealer I ever had except. All the truck guys have been great to deal with and 99% of what I needed warranty on their well stocked truck. If not, it was always there next week. I've even been given loaners for power tool issuse. My current industrial rep is a joke. I blame it mostly on him being a flake. Lucky to see him four times a year. Carries not stock, everything has to be ordered and that's a 2 to 3 week wait. He can offer some awesome prices, but I have to pay shipping which days most of the savings. Main reason I still do business with my former truck dealer.

 

[Finky198]

I called Snap On on Thursday of last week my replacement socket arrived today (mon) at 9am from ups. Sound like the problem Lies some where else . I have never had a problem 1 week replacements on the truck or 3 days if I call it in directly....

 

[Ponchoguy]

Hate to break this to you, but no, you don't. You may have paid $100K for them, but they aren't worth a fraction of that. Try selling them if you don't believe me.

Is the Kool-Aid starting to taste bitter?

As most know on this board, I'm a Craftsman type of guy......LOL. I will say dealing with SO is generally very good. I have a coworker that buys a lot of SO, so when I need something warrantied, I give it to him and he handles it for me. Problem solved there...

I remember getting a new tape measure for a coworker. The SO rep came into the office and the coworker asked about a tape measure warranty (SO tapes are made overseas by US Tape in some cases). The SO guy says, not warranty. Sells my coworker a new one for probably $30 at the time. This was 2006 from what I remember. He was going to toss the old one. I said, "Gimme that". He said, "Why?" I said, "Gimme some time". Contacted SO about it.

I got a new tape measure in the mail and a $25 gift card from them for my trouble. The SO rep was wrong they stated and should have warrantied the tool. My coworker was shocked when I showed him the letter and the new tape measure.

Then, the local guy warrantied the tape measure without a problem. I knew a gas station owner and he warrantied my SO for me for a while. It took a little prodding, but I got them to put a new shank on my old SO test light (made by Waekon/Hickock). W&H told me it was an SO issue, SO told me it was a W&H issue. So I took the two e-mails I had from each, combined them and wrote, "HELLLLLP!!! Will someone help me with this?" I got SO to fix my original.

I recently got a new tape from Lufkin too. Took a while, but they agreed and sent me a new one. I give them a thumbs up.

As for Craftsman, as I have posted many times, no problem there in 30+ years. As to the value of SO tools, I guess that is why I have always tried to buy used (with most brands, actually).

The deals are good, the warranty is still there, and you don't break the bank or take out a second mortgage financing your garage or shop. I think with some careful planning you can buy smart and still have what you need and then some.


Some of the best deals come from guys in a bind that have to sell their stuff because they need the cash. It's a viscious cycle, really. We all have the stories from the "scorned spouse" that gives away the tools for next to nothing out of spite.

Besides that, as stated, it's tough to get your dollars back for what you spent on SO tools. Not everyone will pay that, and I often see them going cheaper than I'm sure someone paid originally.
My .02----

 

[crewchief888]

if your driver is waiting 2-3 weeks for replacement tools sounds Like hes on credit hold, unless its some odd ball socket, Longest I wait on orders is 14 days my dealer has his order pulled on tuesday its at his door thursday he delivers next time hes in, so If i test for a order on wed, it wont get pulled till tuesday

I would say it isn't a Snap-On issue as much as a localized dealer issue. I started wrenching professionally in 1988 and have good dealers, bad dealers and every variety in between of not only Snap-On but also with MAC, Cornwell and Matco. They become especially hard to get replacements when they start slipping on payments and are on credit hold.

I have a pretty good Snap-On dealer at the current time but I haven't had a MAC dealer for over 8 years now nor Matco for almost 2.

Mike.

most times that i've had warranty/ tool order issues from any dealer it's been the dealer's fault...either behind on payments or on credit hold...
lately i've been taking care of warranty replacements directly from SO. i typically have my replacements in 3-5 days

 

[CNGsaves]

PICTURE of this magical / mystical broken socket that can "ONLY" be SnapOn ??

. . . . . or It Didn't Happen !!! . .

 

[PugetDude]

PICTURE of this magical / mystical broken socket that can "ONLY" be SnapOn ??

. . . . . or It Didn't Happen !!! . .

My thoughts, exactly. Hard to believe that only a snap on brand socket would fit the space

 

[DodgeMech]

my dealer ******* *****, and has...the guy who was running the truck up till jan of this year was awesome, i'd get **** within days...this guy though...i ain't ordered anything in months, because when i do order ****, it takes weeks(8 or so) to show up...

hell, i ain't even gone out to the truck at all the past two weeks...he just runs my damned card and leaves without even talking to me...which is fine enough since he ain't got nothing i need to begin with

 

[racin72charger]

A universal 5/8 socket shouldn't be hard to replace, sounds like your getting jerked around. I'd call cs back and explain the situation to another rep.

 

[Sprintman]

When wasn't Snap-Off a joke?

 

[Wamsutta]

It's an FS20A, hasn't been out of the box in at least 10 years.

Here's a good replacement if your dealer never gets restocked -

http://www.toolsource.com/drive-point-universal-hand-socket-p-108780.html

 

[pi_guy]

My dealers been doing it since the 80's, nice guy well respected. Nobody talks bad about him, fair & honest.
Some times it takes a while to get a tool, a few times lost in order system. But the longest was out of stock stuff and need to be manufactured. Two items come to mind one being weatherhead sockets and the other being one version of electronic pliers. In august after waiting a month or so for pliers he called and was told a ship date was October.
October came and they showed up. So some times it is not dealer.

When you discuss or evaluate the value of snap on tool you need to factor in a percentage of money made with the tools along with the selling price.
Your not going to make money from buying the tools and putting them away for the future.
But in saying that tools bought years ago that are out of production are still warrantied at today`s value.

 

[Cato]

Why do people quote how much they have in said tools as if it validates there purchase more, or makes them more important....

He must be a VIP Snap On customer.

Those dudes rate free drinks, hookers, and blow.