Just got off the phone with Mac.....

[Beerman]

I like Mac tools, and have never had any problems with their service. Until now.

I have a Mac MR5 1/4 ratchet that's missing one of the screws that holds the faceplate on. Nothing wrong with it otherwise. Since I'm not on a route, I gave Mac's 800 number a call to see if they could mail me a screw via USPS. Not too big a request right?

I get customer service who passes me along to Mac Tech Dept. The guy in the tech department tells me the screw by itself is NLA, but that I can get a total rebuild kit and he gives me the part # and transfers me back to customer service. I get the same girl I originally spoke to and give her the rebuild kit part # I was given by the male. She says that "starting today" they're charging $16 to mail one of these kits out. I ask her what happens if I flag the truck down-does the route driver charge for the kit? She says it's up to the driver-but if I wanted, I could mail my ratchet in to them, and they'd send me a brand new one.

These people are going to give me a brand new ratchet instead of a free screw or rebuild kit????

WTF??????????????????????????

With this kind of stupidity, I don't know how these people stay in business.


Beerman

 

[billymade]

Thats weird; maybe the economy? I called Mac maybe a year ago and they send me multiple rebuild kits in the mail for free.... even sent me some extras, so I wouldn't have to call back later! I did emphasize that I didn't have a Mac dealer that serviced my area; we do have one now but at the time we didn't! Maybe you should call back again and see if you get another customer service person!? I would just say that you need a rebuild kit from the get go and see where it takes you. On the other had; I hated those early ratchets, always had the screws fall out (the #1 problem with the early stuff, imho!); maybe its time to get a new one? Mail that puppy in and see what the new stuff is like; I'm sure it will probably have more teeth, as well.... I think we all feel your pain and frustration when customer service doesn't help; no matter who company it is!

 

[mrholeshot]

It's good business. They do everything they can to keep you from fixing the old one. You finally give in and send in your trusty MR5. They send you back the new model thats made in China that cost them 3 dollars and then sell yours for parts on Ebay for 12 dollars. It's Free enterprize, lol

 

[shotgunfatcat]

Welcome to stupidity. My only problem with sending things in is I get the new handles on snap-on stuff. Especially the ratchets. Oh well, it is easier than getting with a truck guy around here, and faster sometimes. The snap-on guy comes every other week so if he doesn't have something I have to wait 2 weeks for it, it is about the same time or faster to send it in. Just costs me 5-10 for shipping.

 

[global72]

When I was a dealer they charged for parts kits. It kept dealers from loading up and hoarding repair parts. As a dealer you really just had to **** it up and buy a ton of parts to properly service your route. Then when you repaired a ratchet you could send in the broken parts kit and they would credit your account.

 

[MattT]

Sounds like they've decided to copy Snap-on. I boxed up 3 Snappy ratchets and a bunch of socket drivers last nite because NO WAY am I gonna pay $10 each for rebuild kits and bits when I can ship them back a lot cheaper. Would've cost me $110 to buy the parts.

 

[scott37300]

Sounds like they've decided to copy Snap-on. I boxed up 3 Snappy ratchets and a bunch of socket drivers last nite because NO WAY am I gonna pay $10 each for rebuild kits and bits when I can ship them back a lot cheaper. Would've cost me $110 to buy the parts.

If you email or call snap on they will send you repair kits for free. I needed one for a 1/4" ratchet about 2 months ago and sent them an email asking if I should send it in or if they can send a kit. They sent me an email saying one was on the way and it was here within a couple days.

 

[I can fix anything]

It's good business. They do everything they can to keep you from fixing the old one. You finally give in and send in your trusty MR5. They send you back the new model thats made in China that cost them 3 dollars and then sell yours for parts on Ebay for 12 dollars. It's Free enterprize, lol

yep happened to me. sent a good ratchet got a **** ratchet back.

 

[Hiball]

Looks Like they still carry the MR5 (k), It "Looks" similar to what the Older ones looked like, I cant believe they still charge $60 bucks for a 30 tooth Ratchet.

 

[JASTECH]

Can you specify No Imports? That's sad to say tge least.

Thanks, JASTECH

 

[SCscoutguy]

Sounds like they've decided to copy Snap-on. I boxed up 3 Snappy ratchets and a bunch of socket drivers last nite because NO WAY am I gonna pay $10 each for rebuild kits and bits when I can ship them back a lot cheaper. Would've cost me $110 to buy the parts.

I called them last week to get a rebuild kit for a 1/4" ratchet and the lady went out of her way to help me and they sent me two rebuild kits for free.

 

[Beerman]

I called them last week to get a rebuild kit for a 1/4" ratchet and the lady went out of her way to help me and they sent me two rebuild kits for free.

I've had good luck before with Mac in the past. If I understand the girl correctly that I spoke to, this was something they started TODAY. In fact, the tech guy said that the part # he gave me for the rebuild kit would show up in the customer service screen as costing $.01, but that they'd send it out for free. When I mentioned this to the girl the 2nd time I spoke to her, she said the new policy went into effect today, Nov. 1. So if I (or anyone else) had called before today, they'd have shipped the rebuild kit out for free. But from now on it's going to be $16.00. FWIW>

 

[Moose-LandTran]

People are idiots. Didn't you get the memo?

 

[TheGrooveking]

Sounds like they plugged up reality with an MBA....

TheGrooveking

 

[Radio Flyer]

We had an issue at our shop. Two guys bought "blackhawk" ratcheting box wrenches from Mac. The driver quit, and no one to warranty them. They were sent in to MAC as they were broken and replaced with "MAC" ones, which had a better switching mechanism. After sending a bunch in, one of the guys called and asked if they could just send them all in and get them exchanged for MAC ones. The ******* the phone says sure. They boxed up about 20 and received about 5 back. Many calls later a few more showed up. More calls and were told no longer available...sorry. They ones that were sent the second time were 6 point...useless, couldn't even trade them in.



I had a Snap on FL 720 that needed a kit. The driver ordered it and when it came, it was the wrong one. He said that he was going out to the truck to see if he could take parts from another one. He left with the ratchet. I just got a new FL 80 in the mail as a replacement. Nice ratchet, but I miss the Made in USA on my old one.

 

[otis66]

I like Mac tools, and have never had any problems with their service. Until now.

I have a Mac MR5 1/4 ratchet that's missing one of the screws that holds the faceplate on. Nothing wrong with it otherwise. Since I'm not on a route, I gave Mac's 800 number a call to see if they could mail me a screw via USPS. Not too big a request right?

I get customer service who passes me along to Mac Tech Dept. The guy in the tech department tells me the screw by itself is NLA, but that I can get a total rebuild kit and he gives me the part # and transfers me back to customer service. I get the same girl I originally spoke to and give her the rebuild kit part # I was given by the male. She says that "starting today" they're charging $16 to mail one of these kits out. I ask her what happens if I flag the truck down-does the route driver charge for the kit? She says it's up to the driver-but if I wanted, I could mail my ratchet in to them, and they'd send me a brand new one.

These people are going to give me a brand new ratchet instead of a free screw or rebuild kit????

WTF??????????????????????????

With this kind of stupidity, I don't know how these people stay in business.


Beerman

find a MAC truck and he will fix ratchet for you.

 

[Beerman]

find a MAC truck and he will fix ratchet for you.

I'm not positive we've still got a driver in town. I'll have to run up to the local shop and ask if they're on a route or not.



Beerman

 

[mdoolittle]

find a MAC truck and he will fix ratchet for you.

This made me LOL. "Find a MAC truck."

It would be easier to find Wonka's golden ticket than a MAC truck around here.

 

[Toolhorder]

I called wanting a dealer to show up at our new shop. The 800 number lady asks for our zip code and then tells me there isn't a dealer in our area (you know the capitol of CA?) and I know for a fact there is one who is within 5-6 miles. Nope no dealer around your shop sir. Okay what do I do with all this broken stuff? Send it in for replacements sir...Okay I tell her to send a return label and I'll box and ship it. Nope you have to pay shipping sir..Huh? I didn't agree to that when I bought the tools. You were suppose to provide weekly dealer service and no you can't, won't or whatever and want me to pay to ship them in? Yes sir. I told her I wanted to talk to the district manager in my area. Nope that's no a number we give out to customers... WTF? Okay thanks. Are you shipping them in then sir? Nope! I'll just chase down a dealer and when I get my chi com replacements I'll sell them on EBAY and never do business with MAC again. Thanks!

 

[trebomb]

$16 isn't the end of the world to keep your USA rat, service it yourself, and never let it out of your hands. I'd just pay it.

 

[rsieracki]

$16 isn't the end of the world to keep your USA rat, service it yourself, and never let it out of your hands. I'd just pay it.

where are the replacement parts made? (not that COO makes a spits worth of difference its all about the manfucturing specs) im all for USA also but gimme a break, save your $16 dollars. if its only a screw, find one at the hardware store.

 

[mrshaun]

Toolhorder that is the way it is around here. no mac man for miles. the last guy just left and is now suing the guys that owe him more than .01cents

mac has burned people from one end of the county to the other and when they get a new guy everyone runs to his truck and then gets burned again.
You figure after 7 years of bad mac guys they would stop buying all together. the current problem is a ton of IR branded hand tools that are broken all over the place.
live and learn i tell them as I sell them tools to replace all their broken mac stuff.....

 

[Beerman]

I called wanting a dealer to show up at our new shop. The 800 number lady asks for our zip code and then tells me there isn't a dealer in our area (you know the capitol of CA?) and I know for a fact there is one who is within 5-6 miles. Nope no dealer around your shop sir. Okay what do I do with all this broken stuff? Send it in for replacements sir...Okay I tell her to send a return label and I'll box and ship it. Nope you have to pay shipping sir..Huh? I didn't agree to that when I bought the tools. You were suppose to provide weekly dealer service and no you can't, won't or whatever and want me to pay to ship them in? Yes sir. I told her I wanted to talk to the district manager in my area. Nope that's no a number we give out to customers... WTF? Okay thanks. Are you shipping them in then sir? Nope! I'll just chase down a dealer and when I get my chi com replacements I'll sell them on EBAY and never do business with MAC again. Thanks!

The last time I needed something from Mac, I called the 800 number and they DID ship me a return label-something I was VERY impressed with. This has been around 4 years ago and they said they had just started doing this and it was part of their new, "customers for life" motto. And for the record, I did try to get a screw at the local Ace hardware, and they didn't have one. I tried this BEFORE I called Mac. The ironic thing is, that if I had called Mac 1st, then, if I understand the girl correctly, they would have shipped me the repair kit free-because it would have been before the new policy went into effect.

Beerman

 

[XxToolAholicxX]

Been There and I was told the same thing. I will say yes it is STUPID. I dont know who came up with that idea. Snap-On sells them for $10.00 Warranty wise the best in my opinion S-K and Craftsman is the best. Thats why I buy these two brands now.


I am a Toolaholic,Sometimes I regret it,Especially when the Toolman won't give me no credit.

 

[juicedapple463]

4yr old thread you dug up.

 

[ClineWrench]

Yep it was a deep dig. However from what I understand it's still somewhat valid here in NorCal. I can't confirm for myself, but have heard the war stories of techs trying to warranty Mac tools with thier new dealers who inherited a route that was in absence of a Mac dealer for some time.

See those dealers don't get paid on warranty items, so they get blitzed with warranty claims and start evading them.

Sadly, this scenario would be true of any business that uses this model.

 

[AndrewV]

Old *** thread....
Mac rebuilt my dads vietnam ratchet(jet tech). a little over a month ago, he didnt tell me or i would have had my mac rep take care of it.
He sent it in, and i was repaired in 10days, free. No issues.

 

[G_P]

I just got a rebuild kit for an MR5. The rebuild kit has a new faceplate and screws that do not fit older MR5 ratchets. I could only use the internal parts and even then I had to drill out the big hole in the old cover plate because they changed the size of the shoulder on the drive gear.

You are better off getting a new ratchet. I wish I had known that the new parts would not fit the old ratchet. Mac told me that the kits had never changed but on the new ratchets the screws go in from the back and thread into the cover plate while the old ratchets have the screws go through the cover plate and thread into the body of the ratchet.

On and the spacing of the screw holes on the new cover plates is different than the old cover plate screw spacing as well.

 

[George in Rancho Cordova]

Assuming the screw is the same as the one for a MR5F, you can have one of my spares.
It is left over from installing the free rebuild kit from Mac.

PM me with a mailing address.

 

[Loscaldazar]

I called wanting a dealer to show up at our new shop. The 800 number lady asks for our zip code and then tells me there isn't a dealer in our area (you know the capitol of CA?) and I know for a fact there is one who is within 5-6 miles. Nope no dealer around your shop sir. Okay what do I do with all this broken stuff? Send it in for replacements sir...Okay I tell her to send a return label and I'll box and ship it. Nope you have to pay shipping sir..Huh? I didn't agree to that when I bought the tools. You were suppose to provide weekly dealer service and no you can't, won't or whatever and want me to pay to ship them in? Yes sir. I told her I wanted to talk to the district manager in my area. Nope that's no a number we give out to customers... WTF? Okay thanks. Are you shipping them in then sir? Nope! I'll just chase down a dealer and when I get my chi com replacements I'll sell them on EBAY and never do business with MAC again. Thanks!

You seem to have warranty issues with everyone except Snap on....

 

[AndrewV]

You seem to have warranty issues with everyone except Snap on....

 

[MrJason]

I like Mac tools, and have never had any problems with their service. Until now.

I have a Mac MR5 1/4 ratchet that's missing one of the screws that holds the faceplate on. Nothing wrong with it otherwise. Since I'm not on a route, I gave Mac's 800 number a call to see if they could mail me a screw via USPS. Not too big a request right?

I get customer service who passes me along to Mac Tech Dept. The guy in the tech department tells me the screw by itself is NLA, but that I can get a total rebuild kit and he gives me the part # and transfers me back to customer service. I get the same girl I originally spoke to and give her the rebuild kit part # I was given by the male. She says that "starting today" they're charging $16 to mail one of these kits out. I ask her what happens if I flag the truck down-does the route driver charge for the kit? She says it's up to the driver-but if I wanted, I could mail my ratchet in to them, and they'd send me a brand new one.

These people are going to give me a brand new ratchet instead of a free screw or rebuild kit????

WTF??????????????????????????

With this kind of stupidity, I don't know how these people stay in business.


Beerman

Beerman, I hear you. Idiot garbage like that, pushed me to Snap-On, who at their very least, tries harder on the warranty.

I had a problem with a Mac impact, that I used to tire up with. Through a back and forth communication, they finally and me to send it back, and they'd replace it.

Three weeks later, they send back my original impact and thank me for allowing them to rebuild it.

Idiots.

I traded it in to the SO guy, and been happier with Snappy since.

Jason