Maximizer Quality Dissapointment

[Skin]

Unfortunetly you need to get in touch with the district manager and bend his ear. He's the only one who can okay the claim. Customer service and your dealer are largely useless on their own in these cases.

 

[geologist]

Doesn't look good for Mac, that's for sure.

 

[el tanque prohibido]

I always thought toolboxes were spot welded together. I didn't know they had some MIG welds done by hand.

 

[Aberdale]

Sorry to hear about the problems with your Macsimizer. I also own a Macsimizer Class III Superstation, and after 8 years, it still feels new. I have had zero problems, other than a couple light scratches that I have put in the finish by being careless.

I certainly don't want to get into a ******* contest with KRL and Vidmar owners, but I believe the Macsimizer boxes are some of the best made.

Hopefully you can get the support from the regional MAC rep to get your problem resolved. Good luck!

Dale

 

[JASTECH]

I have a MAC top so can't say on Maxi. This thread has me limiting what I buy from MAC! The lack of good service for any item will hurt them as the dealer is a extension of those at corperate. The more they do this the more I lean towards others. I will keep one eye on this thread and the other in the Matco & Snap-On catalogs.

 

[richfinn]

Tell MAC if they don,t give you satisfaction you will post pictures of the bad workmanship on all the websites tool buyers visit like GJ and iATN

Ohh, you already did that.......................

 

[fergus]

Joining in just to say that I hope Mac makes this right. I hope they realize what this means for them as far as bad publicity with a bunch of rabid garage nuts on this board!

 

[el tanque prohibido]

I don't think MAC realizes how much damage they're doing to themselves by letting this case continue unresolved. This is a high profile board and a lot of guys in the trade read it.

 

[zbadass28]

that happend to a friend of mine. his MAC box was loaded and two of the main drawers sagging only to find 2 broken welds. the box was 2 weeks old and was not overloaded. he did get his money back, and bought a Snap On.

 

[Diesel_Crawler]

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

Yeah "too big, of a problem"

 

[Davefr]

Unfortunetly you need to get in touch with the district manager and bend his ear. He's the only one who can okay the claim. Customer service and your dealer are largely useless on their own in these cases.

I agree. Why are you going back and forth with emails?

You need to set up a FTF visit with someone in district management.

 

[Jamez]

The e-mails are only inplace to establish a recorded timeline. The district (regional?) manager has been contacted. He was out to look at the toolbox once, but before I realised there were broken welds and has been talked to 3 times since.


As far as bypassing my dealer/district guy and going to the top as some of you have suggested.... maybe in time...

For now I will continue observing the chain of comand. Alot of people seem to think it helps their cause by not doing this, I can tell you from everyday experience, it does not. It tends to aggrivate people into not wanting to help you at all. This needs to be a last resort only.

 

[Jamez]

Anyone notice that Mac does not have a facebook page?

 

[Jamez]

Phone call came in today from the Canadian sales manager who had received my photos, and that my replacement box is to be shipped out next week

So if it takes the same amount of time to show up as the first one, I should see it in approx 6 weeks.


I'l update you all as things progress.

 

[el tanque prohibido]

Leave it in the box and trade it in for a KRL1023.

 

[billymade]

Are you going to sell it or get your money back? I would be tempted to get another brand or different box altogether! Inquiring minds want to know..

 

[Jamez]

If the quality is there, I intend to use it

 

[smalltruck]

I will admit that I bent the ear of my Mac guy about this thread when he wanted me to buy a new box last week. I think my words were something like this guy has a new box and the welds are breaking and Mac isn't doing squat. Maybe that helped. Certainly didn't hurt. Of course Matco sold a new box to a co-worker this week. Nice box and hutch but holy hell was that thing spendy.

 

[Skyline]

Phone call came in today from the Canadian sales manager who had received my photos, and that my replacement box is to be shipped out next week

So if it takes the same amount of time to show up as the first one, I should see it in approx 6 weeks.


I'l update you all as things progress.

Great. Given the photos you posted, if they did not replace this box, I would have been very surprised. I just don't understand how it left the factory like that.

 

[darkk]

I see a new box in your future...

 

[Davefr]

Phone call came in today from the Canadian sales manager who had received my photos, and that my replacement box is to be shipped out next week

So if it takes the same amount of time to show up as the first one, I should see it in approx 6 weeks.


I'l update you all as things progress.

Glad you prevailed!!

 

[MoToys]

Its nice their getting you a new box but I still have issues with the situation if I were in your shoes.
First, do they think it was acceptable to give you a run around for so long until they decided to ship you a new box? I don't think they'd be so lax had it been a situation with you not paying your note. Heck it may have been repossessed already.
Second, how do you know the quality on the new box won't be shoddy? They should have given you a money back option.
Third, I would not be buying from them again as this is an example of their poor business model.

Good luck with the new box.

 

[Scuderia-F1]

Leave it in the box and trade it in for a KRL1023.

What ^said!

 

[Jamez]

I just don't understand how it left the factory like that.

This is what gets me as well. I went out and looked at plenty of MAC boxes when I was in the buying process, all maximizers, none of the guys I chatted with about there boxes had anykind of problem.

I think in this situation it is good to remember that all companies, even Snap-on send out a dud from time to time.

Its nice their getting you a new box but I still have issues with the situation if I were in your shoes.

In my oppinion, comunication is a major issue, Had I gotten a call from someone once or twice a week to update me on what was going on I would have been fine with. Instead my dealer was leaving voicemails everytime he came to see me,

First, do they think it was acceptable to give you a run around for so long until they decided to ship you a new box?

I put the blame on the regional sales rep. he was out to lookl at the box 3 weeks after I first reported it, and in my oppinion, he did not do his job when he was visiting. If he had, he would have caught this when he was inspecting it, even then, if he had actually ordered the slides he said he was going to order when he said he was going to do it, this would have been resolved weeks ago, through the same process mind you.

Second, how do you know the quality on the new box won't be shoddy?
When the broken one arrived, I did not pull drawers out and look at welds, when the new one showes up, the drawers are coming out. If I see welds like the ones I have shown you all, its going back to them. And again, all companies send out duds every now and then.

Third, I would not be buying from them again as this is an example of their poor business model.

Good luck with the new box.

I have a question for you..... If I had not started this thread, and simply waited for the outcome, and at that time started a thread showing the original box, and the box, would you still hold a negative veiw, or would you just see a problem resolved?


Even if this was a Snap on toolbox, the dealer would not be involved and I would be talking with regional and higher sales managers.

 

[csargents1546]

Glad to hear that Mac stepped up and are sending you a new box. Hopefully the new one will not have the same QC issues.

 

[MoToys]

This is what gets me as well. I went out and looked at plenty of MAC boxes when I was in the buying process, all maximizers, none of the guys I chatted with about there boxes had anykind of problem.

I think in this situation it is good to remember that all companies, even Snap-on send out a dud from time to time.



I have a question for you..... If I had not started this thread, and simply waited for the outcome, and at that time started a thread showing the original box, and the box, would you still hold a negative veiw, or would you just see a problem resolved?


Even if this was a Snap on toolbox, the dealer would not be involved and I would be talking with regional and higher sales managers.

My biggest issue is the time frame they took to deal with the issue. So if you just posted after the whole ordeal but with detailed timeline I'd still feel the same way. Esentially the bad box is secondary to the service after the sale. Unfortunatly for Mac, this is not the first time we have seen this here so that is also considered.
In the end, is this a problem solved? What about all of your time spent to get Mac to do the right thing? Are they compensating you for that?

 

[Jamez]

Time spent?

How much time do you think I put into this?

 

[redwrench60]

This story is not over yet. I bet you'll be looking over that new box very hard. In the meantime it still has to get there, keep us informed. I'm glad they are sending you a new box, anything less would be unacceptable.

 

[MoToys]

Time spent?

How much time do you think I put into this?

I'd have to say a couple hours if you add it all up. Any time you spent talking to your dealer and Mac representatives about this box, taking pictures to document, and now unloading the broken box and loading the replacement box.
Would you work a half a day for Mac for free?

 

[briggsguy17]

From first post to resolution we are looking at 2 weeks. Granted he hasn't received the new box yet but they have hopefully resolved this issue. I don't think that's too bad considering that this is probably a 10 or 12k box. I mean come on, if you bought a new car and it had issues it would take way longer than 2 weeks to get it taken care of. Let's give MAC some credit here.

 

[MP&C]

If you look at this picture, and notice the paint line where the divider was "bumped" over, it woud appear something was either dropped, or run into with a forklift. Maybe that's what caused the tear at the square hole for the track slide. Almost as if the blob of weld were added to fix the loose divider. I'm sure the more you look, the more you'll find...

 

[MoToys]

From first post to resolution we are looking at 2 weeks. Granted he hasn't received the new box yet but they have hopefully resolved this issue. I don't think that's too bad considering that this is probably a 10 or 12k box. I mean come on, if you bought a new car and it had issues it would take way longer than 2 weeks to get it taken care of. Let's give MAC some credit here.

There is no resolution till he has a new box of acceptable quality in his possession. Even still i am in the service industry, if I took two weeks to fix even a $100 mistake it would not be acceptable. Two weeks of being footballed around is not fair to do to someone.
I refuse to give Mac the thumbs up for this one. I do not want to make comparisons and have avoided doing so in this thread but as previously mentioned by a snapon dealer here, the op would have gotten a new box asap without the corporate hassle.

 

[tyndall]

There is no resolution till he has a new box of acceptable quality in his possession. Even still i am in the service industry, if I took two weeks to fix even a $100 mistake it would not be acceptable. Two weeks of being footballed around is not fair to do to someone.

True enough. You can't sell a premium product at a premium price and then make people wait while you get to the bottom of your screw up. Truck brand boxes are so ridiculously overpriced that air freighting a replacement shouldn't be an issue.

I refuse to give Mac the thumbs up for this one. I do not want to make comparisons and have avoided doing so in this thread but as previously mentioned by a snapon dealer here, the op would have gotten a new box asap without the corporate hassle.

Mac screwed up on the box and then again with handling the warranty. To say a different brand would have been made better, had better QC or a better warranty experience only proves personal bias. This forum has many posts about S-o products being delivered to the end user with flaws or even old, worn out tools being sent as new. All were resolved under warranty, but it proves you don't always get what you paid for without at least some hassle. At my workplace, the only way of getting warranty is through corporate as the dealer is useless. No offer was ever made to compensate us for the hassle or our time. Never had a problem with Mac warranty.

Funny how many flag wavers complain about the death of US tool manufacturing, yet have no problem telling people to abandon all but one.

 

[MoToys]

Mac screwed up on the box and then again with handling the warranty. To say a different brand would have been made better, had better QC or a better warranty experience only proves personal bias. This forum has many posts about S-o products being delivered to the end user with flaws or even old, worn out tools being sent as new. All were resolved under warranty, but it proves you don't always get what you paid for without at least some hassle. At my workplace, the only way of getting warranty is through corporate as the dealer is useless. No offer was ever made to compensate us for the hassle or our time. Never had a problem with Mac warranty.

Funny how many flag wavers complain about the death of US tool manufacturing, yet have no problem telling people to abandon all but one.

I never said a different brand would have been made better. Read what I wrote. I just stated that a snap-on representative stated how they would have dealt with it differently. And you should note it was someone representing that company and not me stating that I think they would do that.
The whole argument from that representative implies that snap-on can and has delivered a box of marginal quality. Like I said in a previous post... The poorly constructed box is secondary to the poor service after the sale.
What I think is funny is people who make grandious statesments that don't necessarily pertain to the discussion at hand. Please fully read before responding.

Oh and I'm sure that avatar of yours plays no role here.

 

[tyndall]

I just stated that a snap-on representative stated how they would have dealt with it differently. And you should note it was someone representing that company and not me stating that I think they would do that.

And my Snap-on representative says - well, we'll have to wait about six months before he'll get around to returning a phone call to find out what he says. What one dealer says would happen is irrelevant. I'm sure I could find a Mac dealer that says a defect like this would be resolved in a couple of days, too. Point is, with a company structure like any of the truck brands, you can't say what anyone's experience is going to be like unless they work in the same shop as you. Even dealing with corporate means you could be dealing with a different manager than someone who had a good experience.

There are over a half dozen posts in this thread saying to sell it and buy a S-o. Why? Same sh*t, different pile.

Oh and I'm sure that avatar of yours plays no role here.

My opinion of S-o is based mainly on their lousy service that I experienced. Once you take away the "legendary service", you're left with "good" tools at a price only a fanboy would pay. My Mac guy is better but I'd still rather buy Proto for something I might need warranty on.

 

[MoToys]

And my Snap-on representative says - well, we'll have to wait about six months before he'll get around to returning a phone call to find out what he says. What one dealer says would happen is irrelevant. I'm sure I could find a Mac dealer that says a defect like this would be resolved in a couple of days, too. Point is, with a company structure like any of the truck brands, you can't say what anyone's experience is going to be like unless they work in the same shop as you. Even dealing with corporate means you could be dealing with a different manager than someone who had a good experience.

There are over a half dozen posts in this thread saying to sell it and buy a S-o. Why? Same sh*t, different pile.

My opinion of S-o is based mainly on their lousy service that I experienced. Once you take away the "legendary service", you're left with "good" tools at a price only a fanboy would pay. My Mac guy is better but I'd still rather buy Proto for something I might need warranty on.

Stinks you have a bad snapon dealer. I am very happy with my snapon and mac dealer. I also took what the previous snapon representative said in this thread as truth because I have come to expect nothing less from snapon and mostly my dealer.
I have no pony in this show and my life doesn't change whether the op gets a new box or not. All I have to say is that in this day and age Mac is taking too long to do the right thing.

 

[Jamez]

Stinks you have a bad snapon dealer. I am very happy with my snapon and mac dealer. I also took what the previous snapon representative said in this thread as truth because I have come to expect nothing less from snapon and mostly my dealer.

So how long do you honestly think it would take your dealer to sort this out. Keeping in mind all he can actually do is call the regional rep, who has to come and look at it, then make the next call.....


I don't think you would be in for any different of an experience than I.


It was Jan. 12 when the first email was sent and about a day before that I brought it to my dealers attention. And Feb. 22 when the new slides were installed. March 9th when word came in that a replacement would be sent.

So we are talking 2 months total.... 3 weeks to get the regional manager to show up and look at the box. 2 weeks to find out he had not ordered then, 1 week for my dealer to geet slides to show up, Then 2 weeks after that for word of the replacement.

Waiting for the regional manager to get his act together was the only issue I have had here. Once photos of the issue were sent out things moved very fast.


True the quality control here sucked, and I agree with what somone said about it looking as if it had been repaired. As has been stated by myself and a few others here.... Every company sends out a dud from time to time that got past quality control. Cadillacs as an example are notoriouse for having issues, yet get praised as the top of the GM line..... Toyota sends bad ECUs that wreck transmissions and the dealer replaces the ****** while under warranty, then pnce the trans is burnt up again, it needs both the trans and the ecu, guess what, no warranty. Snap on dealers refuse to warranty tools due to being "worn out", not broken, or "not bought from me (meaning a different dealer), or a broken ratchet that the handle broke on because of a casting flaw that was "used improperly".....

So no, I don't throw MAC under the bus over this... As far as I'm concerned, they are coming good on the issue.

 

[outlander800]

And my Snap-on representative says - well, we'll have to wait about six months before he'll get around to returning a phone call to find out what he says. What one dealer says would happen is irrelevant. I'm sure I could find a Mac dealer that says a defect like this would be resolved in a couple of days, too. Point is, with a company structure like any of the truck brands, you can't say what anyone's experience is going to be like unless they work in the same shop as you. Even dealing with corporate means you could be dealing with a different manager than someone who had a good experience.

There are over a half dozen posts in this thread saying to sell it and buy a S-o. Why? Same sh*t, different pile.

My opinion of S-o is based mainly on their lousy service that I experienced. Once you take away the "legendary service", you're left with "good" tools at a price only a fanboy would pay. My Mac guy is better but I'd still rather buy Proto for something I might need warranty on.

Look man, don't come on here and say snap on prices are something only a fan boy would pay. I have a box full of snap on and so do a lot of other guys on here. Don't be bashing us because you had a "bad experience" with them. I am so sick of guys like you that say that ****, you don't like snap on? Good, keep it to yourself because there are way more guys on here that love the superb quality and service of snap on tools. This **** has to stop around here.

 

[Jamez]

kinda derailed this thread.......

 

[richfinn]

kinda derailed this thread.......

James, Do you think the internet publicity helped speed up your case at all?

There must be tool company reps reading some of the boards.

Glad it got sorted out fairly quickly