Maximizer Quality Dissapointment

[Jamez]

In june 2011 I took possession of a brand new Mac Maximizer MB1900A.

Last month I started to notice the wide 4" drawer on the top was sagging very badly and the bottom slide would not stay clipped onto the drawer. Look at the gap on the left both between the vertical support and the drawer below it.

On Jan 12th,2012 I both showed my dealer the issue and sent MAC customer service an email explaining the issue.

My dealer has been excelent. The regional man was contacted and started the process of getting it handled.

The first/second week of Feb. he showed up, with my dealer and looked at the toolbox. Took a couple of photos and made the descision to order slides for the sagged drawer.

Last week I asked my dealer about the slides, he called the regional man and found out the the slides had not been ordered and that my dealer, not him would have to order them.

2 days ago they arrived and yesterday I installed them..... This is what I found.

This is the slot that the drawer portion of the slide clips into. It is bent, not allowing the retainer on the slide to actually clip into place

Then I noticed this...

This is the left side of the top 2" drawer, something has worn though the crome pull guard and started into the metal of the drawer.


Checked the right side first.... metal worn off the weld from contact on the drawer pull..

Then checked the left side for similar and saw this....

The wear at the bottom kinda of *****, but not as much as that thing at the top.

Incase you didn't see it there...

Not only is a good portion of the metal burned through by a bad weld, you can also very clearly see the paint worn off on the weld that is rubbing through the drawer pull.

The weld has also let go... You can see the gap between the weld and the metal that has opened up. It is very hard to see, but from the bottom of the photo to the top the metal that that poor weld is on actually bends about an 1/8th of an inch out at the top.

I showed all this to my dealer today, he shared my oppinion that this is completely unacceptable. More phone calls have been made.....

It is now Feb.23rd 2012


Just wanted to share my experience and will share the out come as it arrives.

 

[Deafautotech]

Oh jeez! That would be complete unaccepted!!!! That why I had seen few mac boxes that has this problems... It made me to go for snap on. But I bought a used one not new...

Remember all boxe has good and bad..

 

[G_P]

Wow. I can't weld very good at all but even I could do a weld better than that!

That box must have been made at 4pm on a friday before a 3 day weekend!

 

[BobsurUncle]

A friend of mine "upgraded" to a HUGE Mac box about a year ago. Every time I stop by his shop he's bitching about his new box, and how he wishes he had never traded in his Snap On's. I'm sure they'll make it right. But anything less than a new box, or flat buying it back would be unacceptable.

To me anyway. That's ****.

 

[aroncornell]

The new macsimizers are no comparison to the older ones, with the red wheels... my opinion anyways

 

[William Payne]

What did they do run out of gas on that weld? hope it gets sorted out.

 

[B17E1943]

That box must have been made at 4pm on a friday before a 3 day weekend!

Or a Monday at 7AM AFTER a 3-day weekend.

 

[Milton Shaw]

Probably done the first day of hunting season. When I was in a Fisher Body plant in 1966, on the first day of deer hunting season. There were so many out that they had sweepers supervisors, stock pickers etc, working the line. I would have hated to have had one of those cars.

 

[chris142]

What did they do run out of gas on that weld?

That was my first guess too. I'm not a very good welder myself but I know what they look like when I forget to turn the Gas on.

 

[Jamez]

End of day today and no reponse from the email I fired off to mac yesterday updating them on the situation. Maybe Monday. Dealer is waiting for monday as well to call it in

 

[dieselmike]

wow thats a crappy box! sad to see that. just because mac ***** doesnt mean you should buy an asian box... keep buying domestic!

 

[el tanque prohibido]

If I was looking at buying a MAC toolbox and saw this thread, I might decide on going with a different brand. It's a shame because MAC used to make good quality boxes.

 

[mrshaun]

Well if that was a snap on box you would have a brand new one with no ?s asked. Is the back wall of your box completely painted. The used ones I have worked on we're left bare metal on the back inside wall.

 

[SubaruGreg]

I see a KRL in your future......

 

[GoBlue]

Mac...

 

[ol'Red]

I feel for you. Huge investment coupled with a huge let down. Hopefully mac will make right of the situation. Is this box under finance or is it paid for? just curious and you dont have to answer as I dont mean to pry. It just seems to me in my experience that service is harder once tools are paid for.

 

[otis66]

Snap On.....There is a difference.

 

[Jamez]

Well if that was a snap on box you would have a brand new one with no ?s asked. Is the back wall of your box completely painted. The used ones I have worked on we're left bare metal on the back inside wall.

when you ask if the back of the box is completely painted... do you mean on the inside?

Either way, innside or out, it is completely painted.

Even if it were a Snap On box, I talked to my snappy dealer about it and he said it would be out of his hands and the regional manager would be involved etc... That the desicion would be up to th emanager, and not him.....

So basically the same hoops I'm jumping through now with MAC.

So far the thing hasn't been a horrible experience, a little slow, but the wheels are still moving.

My dealer says he is just going to bypass the regional manager and go striaght to the guy who handles their toolboxes ????? on monday. He has a copy of all these photos and about 20 others. We shall see.


As for those of you saying "I see a KRL in you future", or "should have bought Snap On"........ That is not what this is about, so please keep these types of comments to yourself.

 

[Jamez]

I'm feel for you. Huge investment coupled with a huge let down. Hopefully mac will make right of the situation. Is this box under finance or is it paid for? just curious and you dont have to answer as I dont mean to pry. It just seems to me in my experience that service is harder once tools are paid for.

paid in full

 

[DARKSCOPE001]

I hope they make it right too.

IDK what it is about mac tools but ive never been impressed. I really like my mac dealer at the hangar but every time i get on the truck i usualy leave with disapointment. I have never been impressed with mac tools.

I picked up a small set of midget ratchet wrenches (made in china) i think it was a 9pc set. that ****** was almost either 200 or 300 bucks all i remember is my jaw hit the floor when he told me the price. Only thing i have ever got from the mac guy is a 1/4 stubby ratchet wrench from blackwawk.

Its a shame to see Mac go this route but i dont think i will ever buy any of there tools let alone any of there toolboxes

Thanks
Sean Scott

 

[GoBlue]

Hope it works out for you

 

[el tanque prohibido]

Either way, innside or out, it is completely painted.

In one of those pictures you posted, I see what looks like overspray on a surface that was not completely painted. Of course at this point it's a trivial issue compared to the bad welds, but I thought it was worth mentioning nonetheless.

 

[Jamez]

there are spots close to the walls and **** where you can see the primer still as the paint was not in past the inner walls and whatnot.... I'd say 90% of it is painted.

 

[Diesel_Crawler]

Once they give you a new box, take it right to the Snap on truck and trade it

 

[Skyline]

I can say my experience with a Macsimizer was pretty bad as well. I had a double bank (with a top box), and when I tried to move it while full, one of the wheels almost ripped off the box. When I jacked the box up to reweld the wheel support, I found that the bracket that held the wheel was just tack welded on. One of the tacks had torn out. A little more welding would have made this a lot more secure.

To MACs credit, my Macsimizer had 4 wheels, and it seems later models of the same box changed to 6 wheels. Apparantly I was not the only one to have a box collapse.

 

[chris142]

The last time I had to warranty a MAC tool I had to mail it to MAC on my dime then wait 4 months for it to come back........I wonder how much to ship your box to them and where you gonna keep your tools in the time being?

 

[Jamez]

As of today, my dealer has accidentally deleted my email with all the photos, and has decided to start with the regional manager instead of going straight to the top.....

The email was resent..... we'll see where this goes

 

[Jamez]

Once they give you a new box, take it right to the Snap on truck and trade it

Funny, my Snap On dealer said he didn't want it... said it was "too big"

 

[Jamez]

My dealer called the regional manager yesterday to express my dismay with buying a pile of junk, then called him today to verify he got the photos that I posted up here. He also called someone at MAC customer service to ask why they have not responded to my email with a link to this thread.

So far no one wants to commit to what is going to happen with this toolbox other than my dealer. As far as he is concerned it needs replaced, and he has echoed that to everyone he has talked to thus far.....


I guees I shall wait some more.

 

[csargents1546]

I hope you get this sorted out. Best of luck.

 

[GoBlue]

too big? Too big for what? I can understand not wanting to take in a Mac box for the above mentioned reasons but because its too big? You would be better off selling it on your own when it gets replaced and then buy something else. I would sell it, then buy a used like new Snap on. You would be out of pocket very little and pass that Mac onto someone else. You dont want to go back into debt on another tool box...do whats best for you.

 

[Jamez]

You dont want to go back into debt on another tool box...

Who said anything about going into debt because of it?

 

[GoBlue]

Just playing the odds...no need to get your pantys in a bunch. Your average guy buying a toolbox for 10 grand finances it, thus going into debt. I was just saying that you dont have to loose money by selling the Mac for less than half of retail and then pay the same insane markup once again for a new box. Pass the replacement Mac box onto a sucker and buy something better used for about the same money.
Guess i just figured that anyone smart enough to save up and pay cash for a box would know better than to buy a Mac in the first place! Just kidding

Best of luck and i truly hope Mac takes care of you.

 

[geologist]

I don't mean to be knocking Mac and stoking Snap-on, but that never would have passed Snappy's inspection process, and if it did, it'd already be taken care of.

 

[GoBlue]

Its not just Snappy...you would not see that in a Matco or Lista either...imho

 

[GeorgiaHybrid]

It doesn't matter WHO makes a toolbox, they can all have issues that get past quality control. What makes the companies different is HOW they respond when a problem is found. Let's hope that Mac steps up to the plate and replaces this box.

 

[Jamez]

It doesn't matter WHO makes a toolbox, they can all have issues that get past quality control. What makes the companies different is HOW they respond when a problem is found. Let's hope that Mac steps up to the plate and replaces this box.

This is EXACTLY how I feel about it. How issues like this get handled is what makes a vompany. As of today there is no developments. My dealer says the regional manager has sent the pictures to his boss. They have also confirmed that tis specific weld is supposed to be hand done...... The regional manafger will not say squat about what he thinks of the quality, or the fact that the weld has broken... just that his boss will have to look at it and report back.... This is all relayed through my dealer, I have not talked to the regional manager personally and he has not come to look at the box in person either.


Also Mac Tools customer service has not anwserd either of the last 2 emails I have sent.


Here is the corrispondence so far for anyone interested......

 

[Jamez]

>From: ***************om
>To: [email protected]
>Subject: FW: Mac Tools Customer Service Request [ >ref:00DUIxSH.500UcQlD:ref ]
>Date: Wed, 29 Feb 2012 21:00:01 -0500


>I sent an email on feb 23rd and did not get a reply. I have been and will be >updating the 2 threads I created regarding this....

> http://garagejournal.com/forum/showthread.php?t=139471
>
> and here....
>
> http://members.iatn.net/forums/read/msg.aspx?f=forum8&m=126980&fv=0&ar=0


On a daily/every other day basis until the issue os resolved.....

Here is a copy of the photos from those threads...


toolbox pictures
View photos Download all
You are invited to view william's album. This album has 8 files.





The damage being caused by the bad weld is by itself one issue.... But the
larger issue is the quality of the product itself. The quality of product I have
recieved does not even close to match the cost. Better quality worksmanship can be
found on products at Harber freight.

In case it got lost somewhere, here is the message sent last week...


Regards,
James




----- Original Message -----
To: "Mac Tools Customer Service" <[email protected]>
Sent: Thursday, February 23, 2012 10:13 PM
Subject: Re: Mac Tools Customer Service Request [
ref:00DUIxSH.500UcQlD:ref ]


> Following up to this line of emails.... After consulting with my dealer
> the regional guy did finally come by, and did order me new slides, which I
> put on yesterday...... Now I am extremely unhappy...... Photos of what I
> have found can be found here....
>
> http://garagejournal.com/forum/showthread.php?t=139471
>
> and here....
>
> http://members.iatn.net/forums/read/msg.aspx?f=forum8&m=126980&fv=0&ar=0
>
> I am very unhappy with the quality of the welding here and expect MAC
> Tools to do the right thing. This is not up to anyones standards.
>
>

>
> ----- Original Message -----
> From: "Mac Tools Customer Service" <[email protected]>
> To: <*************ca>
> Sent: Friday, January 20, 2012 11:38 AM
> Subject: RE: Mac Tools Customer Service Request [
> ref:00DUIxSH.500UcQlD:ref ]
>
>
> It's possible that your box could be covered on the warranty. If you have
> any questions on this our tech service could answer on specific issues.
> Call us at 800-622-8665 7am to 6pm EST
>
> --------------- Original Message ---------------
> From: Mac Tools Customer Service [[email protected]]
> Sent: 1/20/2012 1:05 PM
> To: *************o.ca
> Subject: RE: Mac Tools Customer Service Request [
> ref:00DUIxSH.500UcQlD:ref ]
>
> If a spot weld (pops) etc. and it isn't because of abuse it may be a
> warranty issue.
>
> --------------- Original Message ---------------
> From: *****************.ca]
> Sent: 1/20/2012 11:43 AM
> To: [email protected]
> Subject: RE: Mac Tools Customer Service Request [
> ref:00DUIxSH.500UcQlD:ref ]
>
> I am deeply concerned by how cryptic of an answer I keep getting as to the
> warranty on these tool boxes.
>
> Assuming no misuse, a structural issue with the tool box would be covered
> under warranty?
>
> This is a straightforward question and I would appreciate a straightforward
> answer.
>
>
> Yes or No....
>
> Thank you
>
>
> -----Original Message-----
> From: Mac Tools Customer Service [mailto:[email protected]]
> Sent: Friday, January 20, 2012 8:34 AM
> To: ***************.ca
> Subject: Re: Mac Tools Customer Service Request [ ref:00DUIxSH.500UcQlD:ref
> ]
>
> It might be possible it could be a warranty issue but without a distributor
> or district manager to look at it, their would be no way to tell.
>
> --------------- Original Message ---------------
> From: [******************.ca]
> Sent: 1/18/2012 8:58 PM
> To: [email protected]
> Subject: Re: Mac Tools Customer Service Request [
> ref:00DUIxSH.500UcQlD:ref ]
>
> So if there was a structural issue with the toolbox it would be covered
> under the warranty then?
>
>
> ----- Original Message -----
> From: "Mac Tools Customer Service" <[email protected]>
> To: <***************.ca>
> Sent: Wednesday, January 18, 2012 6:08 PM
> Subject: RE: Mac Tools Customer Service Request [
> ref:00DUIxSH.500UcQlD:ref ]
>
>
> MB1900 have a lifetime on the parts if it is a warranty issue they would be
> replaced. It would not apply to any thing improperly used, altered, abused
> etc.
>
> --------------- Original Message ---------------
> From: *******************.ca]
> Sent: 1/17/2012 2:57 PM
> To: [email protected]
> Subject: RE: Mac Tools Customer Service Request [
> ref:00DUIxSH.500UcQlD:ref ]
>
> I understand that, but it does not answer my question as to what the
> warranty on the box itself is. Not the slides or the casters, but the
> toolbox itself.
>
> Please provide a straightforward answer.
>
> Thank you
>
> -----Original Message-----
> From: Mac Tools Customer Service [mailto:[email protected]]
> Sent: Tuesday, January 17, 2012 12:43 PM
> To: **************.ca
> Subject: RE: Mac Tools Customer Service Request [ ref:00DUIxSH.500UcQlD:ref
> ]
>
> We would need to have someone come and look at the box to determine if it is
> a warranty issue.
>
> --------------- Original Message ---------------
> From: ****************.ca]
> Sent: 1/16/2012 1:47 PM
> To: [email protected]
> Subject: RE: Mac Tools Customer Service Request [
> ref:00DUIxSH.500UcQlD:ref ]
>
> So it is a lifetime warranty on the replaceable parts.... How about the
> rest then? Meaning what if a spot weld pops or the entire toolbox sags at
> one location?
>
>
> -----Original Message-----
> From: Mac Tools Customer Service [mailto:[email protected]]
> Sent: Monday, January 16, 2012 11:15 AM
> To: **************o.ca
> Subject: Re: Mac Tools Customer Service Request [ ref:00DUIxSH.500UcQlD:ref
> ]
>
> MB1900 has a lifetime warranty on parts like the slides and casters. If you
> do not have a distributor, we could get the district manager to come to you
> and inspect the box. It may just need new slides and I could send out a set
> of them to replace the worn out slides. 040625 is the left and 040626 is the
> right slide part number.
>
> --------------- Original Message ---------------
> From: [***********o.ca]
> Sent: 1/15/2012 1:12 PM
> To: [email protected]
> Subject: Re: Mac Tools Customer Service Request [
> ref:00DUIxSH.500UcQlD:ref ]
>
> It is an MB1900
>
> What exactly is the warratny on these toolboxes?
>
>
>
> ----- Original Message -----
> From: "Mac Tools Customer Service" <[email protected]>
> To: <**************.ca>
> Sent: Thursday, January 12, 2012 6:11 PM
> Subject: RE: Mac Tools Customer Service Request [
> ref:00DUIxSH.500UcQlD:ref ]
>
>
> We will need to have a distributor or the district manager in your area come
>
> and look at the tool box. Send back this email with your full name address
> and phone number and I will forward it to the district manager to contact
> you as soon as possible. If you know the part number of the box that would
> help. Is it a MB1350, MB1850, etc. there is a decal in the upper left hand
>
> side inside the box that has the part number. You may need to remove the
> top drawer to see it.
>
> --------------- Original Message ---------------
> From: ****************o.ca]
> Sent: 1/12/2012 7:35 PM
> To: [email protected]
> Subject: Mac Tools Customer Service Request
>
> I Have a 6 month old maximizer toolbox that has a drawer that appears to be
> sinking. One side of it rests on the drawer below it when closed while the
> other side sits about ¼" above the drawer below it.
>
>
>
> Is this something that would be covered under the warranty?
>
>
>
> Thanks
>
>
> ref:00DUIxSH.500UcQlD:ref
>
>
>

 

[redwrench60]

Keep patient and keep up what you're doing. Be polite and professional and I think they will take care of you. But it does seem like they are giving you some old school runaround. I hope they make this right as it's clearly a quality control issue.

 

[4BT]

I'm sorry, but i've seen better welding come out of a muffler shop