Is this Snap-On letter new?

[trebomb]

Got this when they rejected an extension warranty I mailed in. I called the number and was told "if you're not the original purchaser, you don't have a warranty."

I know that's the risk with used tools, but I bought these from my neighbor who was the original buyer (retired). It's the first time I've heard them be that official about denying warranty service. /rant

 

[ptschram]

Find your local franchisee. He'll probably warranty them for you.

All of my support people are very outspoken about my being willing to warranty stuff, even if I've been told it was bought on eBay. I'm not even supposed to comment about how it was broken or joke about things. If something is not warrantied, I will give "Goodwill warranty" replacements.

 

[EvilWelder]

I have never had a problem getting anything either fixed or swapped from my Snap-On guy.

 

[sometoyotaguy]

It shouldn't matter who sends the tool in. It's either under warranty or not. They aren't doing themselves any favors by requiring original receipts.

 

[battlegraduate09]

It shouldn't matter who sends the tool in. It's either under warranty or not. They aren't doing themselves any favors by requiring original receipts.

Thats why it matters who sends it in. i understand where your coming from but you kind of contradicted yourself. It DOES matter who sends the tool in, because that decides if its under warranty or not.

 

[ptschram]

Read the warranty. They can decline it for a number of reasons. Not being the original purchaser or not buying from an approved distribution channel are both grounds for denial.

Most dealers won't challenge it though.

 

[oilfieldtrash4]

So why is used snap on so expensive? I personally will not pay new snap on prices and as far as im concerned used snap on has no value to me as there is no warranty.

Good luck to you guys that pay top dollar for your snap on. When you retire or go into a different line of work your tools are worth pennies on the dollar now thanks to snap on.

 

[porschedude996TT]

WHO keeps reciepts from 35 years ago? I never did when I was buying off the truck. The three guys that I bought from are gone.

In business it is called "financial retention" or some other buzz word. I call it tighening the loop holes.

 

[Hiball]

You "Do NOT" Need Proof of Ownership or a Receipt if your dealing with a "Dealer", If you intend to Send your tools into Snap On via there "Mail In" service you do need to follow there guidlines, Which are clearly written on there "Current" warranty statement and on that Paper that the OP shows. It seems they have broken there warranty into 2 sections, Professional Use and Personal Use. Im just spittballing.. But id venture to bet they where handling more "Personal Use" claims than "Professional" Claims and figured out that people were abusing the System.

Im not arguing "for or Against" there New policy, Obviously the Proof of Purchase will hurt some People as it will force them to Locate a dealer. If i was guessing... Its a sign of the times and it wont be long before other Tool companies follow suite.

I Honestly dont warrant that many hand tools, With the Exception of Consumables... Id rather have a Quality Tool versus a Warranty that i Need every other Month. I Watch the Secondary Market quite closely and i havent noticed much of a change in Prices.

 

[Buckgnarly]

I have never had an issue calling in stuff, then again it is 2-3 things at the very most, and I have only done it a few times in the past two years. Never mail it in first, they will send a call tag if they want the broken stuff back.

OP, how much stuff was it that you sent in? Seems many of these letters go to people that never want to answer that question......

 

[Terry454]

Got this when they rejected an extension warranty I mailed in. I called the number and was told "if you're not the original purchaser, you don't have a warranty."

I know that's the risk with used tools, but I bought these from my neighbor who was the original buyer (retired). It's the first time I've heard them be that official about denying warranty service. /rant

Define new:

http://www.garagejournal.com/forum/showthread.php?t=159891&highlight=warranty

http://www.garagejournal.com/forum/showthread.php?t=161863&highlight=warranty

Terry

 

[wornoutoldman]

Snap on's Business model was founded many years before internet sales were even a consideration and the company catered to "professional tool users" specifically mechanics. That said I suspect if you were to run down a dealer you would have no problem with your warranty claim as evidenced by ptschram's explanation of the "on the truck warranty process" now for those guys who are gonna call BS on this and say "my dealer won't warranty anything because-I didn't buy this tool from him, it's worn out, you abused it, blah blah blah, I say you need to demand service from those drivers. If you don't get it directly, it's time to start going up the chain of command and for the guys who make all their purchases from SO on the net, I suspect they have record of said sales and you could easily argue SO should have said receipt.

 

[ndoran]

Got this when they rejected an extension warranty I mailed in. I called the number and was told "if you're not the original purchaser, you don't have a warranty."

I know that's the risk with used tools, but I bought these from my neighbor who was the original buyer (retired). It's the first time I've heard them be that official about denying warranty service. /rant

When you mail in a tool it is quite possible they check the date symbol on the tool and if the tool is old enough that you would now be 80 or 90 years old to be the original purchaser and still using it then maybe it is not unreasonable for them to deny the warranty. After all "lifetime warranty" has to have some definition and I guess they can set their own. Just a thought.

I agree about the receipts because I have almost no receipts for any of my tools. Remember before portable laser printers receipts were written on a duplicate slip or thermal paper that faded to oblivion within a couple of years even if you saved the stupid things. Even if they were written in ink I do not have receipts that old.

 

[wornoutoldman]

I agree about the receipts because I have almost no receipts for any of my tools. Remember before portable laser printers receipts were written on a duplicate slip or thermal paper that faded to oblivion within a couple of years even if you saved the stupid things. Even if they were written in ink I do not have receipts that old.

I have my receipts going back to 1980 through 2000. Five different SO dealers, 3 Mac and 2 Matco. All different types of sales slips from handwritten to laser printed. No problem with any fading out. (I hear that's a HF thing) maybe I should sell those reciepts on ebay

 

[jacked_72]

They didn't start with the original purchaser language in their warranty until recently.

The letter doesn't look like a denial to me. It looks like they're saying how to get the tool repaired/replaced. It also says that the claim "may" be denied if you don't follow what they want, not that it has been denied.

Did you actually send the tool and this is what you got in response? Did you call them first or after this letter to discuss what their position is? Did they send the extension back with the letter?

Curiosity got the best of me, so I called their customer service number and they said they'll send out repair kits for ratchets if available, but if its something that they no longer have parts for, you send it in and the warranty department makes the determination as to whether they want proof of purchase. Who knows what their criteria is at that point.

 

[oilfieldtrash4]

If I'm spending $500 on a set of snap on wrenches I'm going to request that my receipt be laser etched into some stainless steel. Can't chance not having a warranty on my wrenches which cost half a grand while it cost them $40 to make.

 

[otis66]

I contacted Snap On through email..Filled out the warranty info that was sent to me. In less than two weeks I had a new rachet at my door. I still have the defective ratchet. Snap On never asked for the defective ratchet. No mention of proof of purchase. I've been buying Snap On tools since 1988 and I have never had a problem with a warranty.

 

[BDT/NWMN]

WHO keeps reciepts from 35 years ago? I never did when I was buying off the truck. The three guys that I bought from are gone.

In business it is called "financial retention" or some other buzz word. I call it tighening the loop holes.

Yes, I have tool receipts from back in the 60's to date.. Tool manuals and receipts are kept in a file cabinet... Tool reciepts are ALSO kept for tax purposes and insurance reasons...

 

[Gabastone]

Can we see the tool that you tried to claim a warranty on??

We have been seeing a fair amount of these letters, but we never see the tool. Was it just rusted?? An extension is not a tool I would normally break.

 

[genevabuck]

WHO keeps reciepts from 35 years ago? I never did when I was buying off the truck. The three guys that I bought from are gone.

In business it is called "financial retention" or some other buzz word. I call it tighening the loop holes.

I'm with ya. I just bought the tools from the truck and figured I was good. Now, five Snap-On guys later, they don't want to keep their end of the bargain.

 

[Hiball]

I'm with ya. I just bought the tools from the truck and figured I was good. Now, five Snap-On guys later, they don't want to keep their end of the bargain.

If your snap on dealer, past or present is "Denying" your warranty claims because you don't have receipts, He is in violation of the current warranty statement. Print it out... And take it with you. I mentioned something to my dealer about snap on's new policy about needing receipts for mail in service and he looked at me like I was "Drunk".

 

[ptschram]

If I'm spending $500 on a set of snap on wrenches I'm going to request that my receipt be laser etched into some stainless steel. Can't chance not having a warranty on my wrenches which cost half a grand while it cost them $40 to make.

I didn't get a receipt like that for my truck filled with tools

Yesterday, my inverter went out. I sold a number of >$500 tools with hand-written receipts. The first thing I did today was print those receipts and put them where I can find them next week to give them to the purchasers. In fact, now that I think of it, I sold a toolbox without a paper receipt given for it.

As for demanding service from a dealer, that might get you thrown off a truck. Remember, in the end, the truck does belong to the guy who's on it-in most cases. It pays to be nice to the Snap-On man, Christmas is coming

 

[fordbroncodave]

I figure as long as they get the broken tools then they should be warrantied. it was kind of dumb of them to just take your word on it rather then accept something in the mail to prove you actually had it and it is indeed defective. word got out and people abused the warranty system now everyone is going to suffer on legit claims.


accept the broken tools by mailing them to the warranty center, not hand them out if someone claims they have a broken tool without a rep actually accepting it or looking at it.

 

[fordbroncodave]

Got this when they rejected an extension warranty I mailed in. I called the number and was told "if you're not the original purchaser, you don't have a warranty."

I know that's the risk with used tools, but I bought these from my neighbor who was the original buyer (retired). It's the first time I've heard them be that official about denying warranty service. /rant

may we see what the problem of the extension is? they are wasting their time and ours be denying something if its a legit complaint and they have all your info and the bad product in hand.

now, if you happen to have an original receipt or purhaps are the original owner and resend the product then they are throwing extra money away with the free UPS shipping charges.

 

[trebomb]

Thanks for the feedback, everyone.

may we see what the problem of the extension is? they are wasting their time and ours be denying something if its a legit complaint and they have all your info and the bad product in hand.

Missing socket ball. Discussed in this thread previously.

 

[Pro-Painter]

Ive said it many times before and will say it again.

"The tool should have the warranty, not the original purchasers"
Even Autozone knows this.

 

[tkonetzke]

Ive said it many times before and will say it again.

"The tool should have the warranty, not the original purchasers"
Even Autozone knows this.

We cant expect the tools to last forever, there does have to be some age at which a tool is just plain wore out. Although its very difficult to set an age in stone. It mau also need to vary based on type of tool.

 

[O_M_Jeep]

When I buy a brand new tool from a person claiming to be a rep on e-bay, does that reciept count as an original purchase claim?

I understand their reluctance, just the other day someone was mad they had to pay shipping because they used acid to melt a screwdriver set and thought the company should pay shipping too, I'm betting that happens more often now.

That being said, if your going to have a lifetime warranty, and you can see its a tool you made and sold, honor it, it's cheaper than threads like this ruining your potential and current pending sales.

Tools are fairly unique in this, anything else you buy has a lifespan, a swing-set for your kids may last 10 or 20 years, and when the strut finaly snaps call the company and tell them you want a new one, see what they say, or the people who make screen doors, or windows, or machinery or anything consumable on a par with tools.

 

[genevabuck]

Honestly, when buying these tools (for big bucks) years ago, I thought that it was the tools that were guaranteed. I read all the stipulations then and burnt up wrenches fixing batteries, etc. and never dared warranty them. I don't want to hear **** now with legit warranties that I can't get a new tool because I don't have a receipt. I spent big money on those tools. Which is warrantied, the tool or the receipt?