Mac has good customer service

[carterbeauford]

I had a broken 3/4 breaker bar and a 3/4" deep impact socket where the 1/2" drive rounded and wore out from use and fell off my impact wrench. both tools are at least 30 years old, well worn and rusty. I mailed them back and they sent me almost $250 in new tools overnight UPS with no questions asked. they don't make the short breaker bar anymore so they sent me a longer one, even better.

I think I will buy more Mac and less Snap-On from now on.

 

[05CarbonDRZ]

Snap-On will do the Exact same thing,except the tools would be made in the USA.

 

[carterbeauford]

Snap-On will do the Exact same thing,except the tools would be made in the USA.

last time I sent something to Snap-On they sent it back.

I try to buy USA made whenever possible, but customer service is more important to me than country of origin.

I don't understand the culture of made in the USA fanaticism here.

 

[GoBlue]

Considering we have about 10 million years of collective experience here and Snap on is considered FAR SUPERIOR to Mac in both products and service...perhaps you should not be so quick to jump on the garbage train

 

[lynam]

I love snap on tools, but mac has been way better to me also. Maybe because i have more mac tools then snap on, or maybe i have to warranty more mac tools then snap on??
Or maybe my mac dealer is way better then the snap on dealer that comes to my shop. I thinks that's it.

 

[carterbeauford]

Considering we have about 10 million years of collective experience here and Snap on is considered FAR SUPERIOR to Mac in both products and service...

my main point was in my recent dealings with both companies, Mac has had better customer service, Snap On has caused me some headaches.

I am not served by tool trucks, so in my situation, perhaps Mac has a better ratio of price/quality/customer service. I don't even see a one piece 3/4" breaker bar available from Snap-On. I don't align myself with any brand, I was just happy to get home from a week of work and find some new tools, for free, from a company that didn't treat me like ****, like Snap On and Sears have lately.

perhaps you should not be so quick to jump on the garbage train

I don't understand or care what this means

 

[Skin]

Considering we have about 10 million years of collective experience here and Snap on is considered FAR SUPERIOR to Mac in both products and service...perhaps you should not be so quick to jump on the garbage train

I cant speak to MACs relations with their dealers, i cant speak as to why they have polluted their hard line with so many overpriced Taiwanese tools, but i can speak to their customer service over the phone and its been positive.

I've seen nothing but good posts about MACs mail in warranty exchange as well. Honestly most of the hate on MAC here is unjustified and hearsay.

 

[85camaro]

I had a broken 3/4 breaker bar and a 3/4" deep impact socket where the 1/2" drive rounded and wore out from use and fell off my impact wrench. both tools are at least 30 years old, well worn and rusty. I mailed them back and they sent me almost $250 in new tools overnight UPS with no questions asked. they don't make the short breaker bar anymore so they sent me a longer one, even better.

I think I will buy more Mac and less Snap-On from now on.

Well then, it looks like it's time to change that avatar. In all seriousness, service seems to be entirely dependent on the individual dealer and not neccessarily the company.

 

[carterbeauford]

Well then, it looks like it's time to change that avatar. In all seriousness, service seems to be entirely dependent on the individual dealer and not neccessarily the company.

nah I still like collecting the old stuff.

I don't align myself with any brand

 

[Honda guy]

I had a broken 3/4 breaker bar and a 3/4" deep impact socket where the 1/2" drive rounded and wore out from use and fell off my impact wrench. both tools are at least 30 years old, well worn and rusty. I mailed them back and they sent me almost $250 in new tools overnight UPS with no questions asked. they don't make the short breaker bar anymore so they sent me a longer one, even better.

I think I will buy more Mac and less Snap-On from now on.

I'm glad to hear about the good customer service. Hopefully my experience will be the same. Since we don't have a local dealer, I'm getting ready to send in a few broken tools. I called Mac and they're sending my a shipping label, so I don't have to pay for shipping.

 

[MattT]

Considering we have about 10 million years of collective experience here and Snap on is considered FAR SUPERIOR to Mac in both products and service...perhaps you should not be so quick to jump on the garbage train

If you ever get some experience with MAC and SO mail in warranty you'll understand. Mail in warranty may well be the only thing MAC beat SO at anymore but they are better.

Maybe you should get some real world experience instead of using internet "facts' to beat someone down with.

 

[tyndall]

Considering we have about 10 million years of collective experience here and Snap on is considered FAR SUPERIOR to Mac in both products and service...perhaps you should not be so quick to jump on the garbage train

Most (not all) members here are tool polishers, collectors worrying about resale value, or weekend mechanics. I'd hardly call that "experience" as to what's "FAR SUPERIOR".

 

[GoBlue]

price/quality? REALLY? I am serviced by both trucks. While Mac tools are not any cheaper...they are in FACT lower quality and for the most part imported.

Take this ratchet for example
http://www.mactools.com/catalog/2011/index.html#/112/

Look familiar?
http://www.walmart.com/ip/Stanley-1-2-Pear-Ratchet/14146064

There is your Mac quality and price/value. What good is their service when their products are ****?

 

[GoBlue]

Most (not all) members here are tool polishers, collectors worrying about resale value, or weekend mechanics. I'd hardly call that "experience" as to what's "FAR SUPERIOR".

Ask the real mechanics on this site and i doubt you will find many Mac fans.

 

[Skin]

What good is their service when their products are ****?

Thats your opinion and you're certainly entitled to it and i'm sure many would agree with you but....you're in a thread that was about customer service, not how MACs ratchets compare to the competition.

If i started a thread about how it took me 3 weeks to get some warranty through snap-on via email would you go into that thread and say "Yes but have you felt the smooth action of a dual 80 ratchet?". .

 

[carterbeauford]

Ask the real mechanics on this site and i doubt you will find many Mac fans.

ask any real truck user and I doubt you'll find many Chevy fans

I think you're missing the point, I consider myself a real mechanic, the breaker bar they sent me is an inch thick and weighs like 10lbs, I'm not too terribly worried about it breaking wrenching on farm tractors. the first one lasted 30 years, used by a real mechanic, my dad, working on heavy trucks.

 

[Hootbro]

Nice of everybody to marginalize the OP's experience by turning it into a sword fight over tool brands.

 

[GoBlue]

Your right...im sorry...i got way off topic and it wasn't fair to the op...my apologies...

 

[carterbeauford]

Nice of everybody to marginalize the OP's experience by turning it into a sword fight over tool brands.

trying to get back on topic, most of the mechanic's tools I buy, I buy from either Sears or Snap On. I have a small assortment of Mac that was handed down to me. I haven't bought anything from Mac, ever. all I was talking about was my recent experience:

I tried to return a broken tool to Sears. they didn't have it in stock/Craftsman didn't make it anymore. left empty handed.

I returned a defective NEW tool to Snap On. they mailed it back to me.

I returned 2 broken tools to Mac. they sent me 2 new ones.

logically, which company am I going to try doing business with? I'm on the road for work for weeks at a time sometimes, I don't have time to mess around with mailing things back multiple times. Mac didn't **** me around.

 

[bmwohio]

Your right...im sorry...i got way off topic and it wasn't fair to the op...my apologies...