Missing Snap On dealer part 2

[mrshaun]

he still owes the dealer money. snap on has no obligation to give him anything.
he needs to sette this with the original dealer. he owes the dealer and the dealer owes him. Jack see if you can find a manager for him through your dealer if you have one. that would get the ball rolling more than anything else

 

[RAYJAY]

you did read that he owes money as well.....

but he is also owed tools too.................what about them would this be a game changer for you if he only was owed the tools ...........

 

[Robert Haas]

Snap On has been courteous but at the same time they are not exactly forthcoming in regards to information about my dealer or my account.

To be honest all I really want is for a replacement dealer to pick up where the old guy left off, I would even concede all previous transactions and start fresh and new.

That said, my new dealer is getting the short end of the stick, the old dealer sold me $27,034.50 worth of tools in 2010. I do not plan to spend 5% of that annually again. Not unless I am burglarized again.

So where do I go to be happy.

 

[Daddy_Rabbit]

Snap On has been courteous but at the same time they are not exactly forthcoming ...

imagine that ...

 

[mrshaun]

but he is also owed tools too.................what about them would this be a game changer for you if he only was owed the tools ...........

yup and I would still be trying to help him find his dealer.

 

[Davefr]

He's not seventy bucks ahead if Snap-On corporate decides to send a collection agency after the debt.

How can Snap On Corp. turn him over to collections? His debt is with an independant dealer. (is SO Corp. even involved in small truck dealer loans?) The original dealer would have to transfer his accounts receivable notes to SO Corp. or another dealer. Could this even be done without court approval??

IMHO the only way the OP can be required to pay his portion of the debt is if the original dealer pursues collections and this is unlikely is the dealer has gone AWOL.

If I were the OP I'd be very cautious. Any settlement involving his debt by a third party (ie SO Corp) isn't legally binding unless the original dealer agrees to it.

I'm guessing it's these types of issues that are preventing a quick resolution to the problem. However the district sales manager should have gotten off his fat **** and called the OP and lay out a roadmap for getting all this settled.

 

[isr2kba]

yup and I would still be trying to help him find his dealer.

Yup and he's lucky to have you helping out. Presumably the indirect marginal revenue you'll get from helping this guy (and consequently improving the Customer Service reputation of Snapon) is hardly worth your time.

You're a nice guy and don't mind helping someone having a problem even if it's not your responsibility.

There's (I gotta believe) someone on Snapon's payroll somewhere whose exact job it is to do what you're doing and somehow they haven't successfully been engaged by OP. Where o where is this person?

 

[scott37300]

you did read that he owes money as well.....

Yes I did mrshaun. I understand 100% that snap on has no obligation what so ever to make the OP whole. The OP offered snap on the money he owes, he just wants his tools. I understand snap on and the dealer are two different intities.

But let me ask you this, his dealers truck had snap on all over it, the tools he has say snap on, the tools he turned into his dealer to warranty say snap on, snap on offers lifetime warranty, so how does snap on look when one of it's dealers does something like this, whatever the reason may be for him disappering? Snap on looks like ****. The OP bought snap on tools because of the quality of the tool and the customer service that is supposed to come along with it. He needs his tools to make a living. Weather you want to believe it or not you dealers are representing snap on as a whole, even though you are your own company. If snap on was smart they would have taking this guys word of the tools he was owed and the money he was offering to pay them and sent out the tools. If I was the OP I would never buy another tool from a snap on dealer, what's to say the next one isn't going to pull something similar and then snap on leaves the OP hanging.

We don't know what happened to the dealer but we do know he has disappeared for whatever reason. We know that the dealers are not part of snap on corp. But we also know that the dealers represent snap on and when they do something like this it gives all dealers a bad name and also snap on a bad name. And we do know that snap on has a network of dealers that mechanics rely on to buy tools, warranty tools, and make payments to. Does snap on have to make this guy whole, not by any means. Should they for business sake, well mrshaun you are a business man and I don't think it's a hard one to figure out. This guy relied on snap on and their network of dealers and was let down and most likely has a bad taste for snap on as a whole now. Was it worth that over a few dollars? He was willing to write them a check to cover what he owed, they were not willing to send the tools he was owed.

I"m not trying to start a ******* match on who is right. All I am saying is that any business man that has any common sense would try to make it right instead of giving the run around. Have you ever warrantied something you didn't have to? Even done something for one of your customers you didn't have to? My guess is yes, any business man usually does some things they don't have to in order to keep a customer happy. A happy customer will tell all his friends the story and continue to be a happy customer, an unhappy customer will tell all his friends, and anyone who will listen and be an unhappy customer for a longtime. Was it worth it? For a couple dollars? All this negative publicity.

 

[mrshaun]

until someone goes and finds the damn dealer this ******* match will continue.
I give up on this one. good luck robert. email me if you find anything out

 

[Robert Haas]

I truly do appreciate what has been done by the members of this site, I am actually not pissed off at anyone, I am just disappointed and a little insulted.

It is insulting that Snap On has not contacted the nearest local dealer and asked him to give me a call, even if it is only as a temporary situation it would have shown they are more concerned about me as a customer then me as a potential litigant.

It is disappointing that I will be forced to go find my own local dealer and establish my account from scratch, lose all good will that should be afforded to me as a large purchaser.

It is just a lose lose all around.

I realy like the tools, I like using them, I like that I trust them to always be the best for any given job I am doing. Mostly I like the fact that my tools have a service provider that stops by from time to time to make sure all these tools are in top condition, and I am informed about any new or interesting things coming in.

I ain't asking for anything special, in fact I am asking a lot less then most. I don't want credit, I don't want special handling, I don't live out in the middle of know where. And biggest point of all, I am already sold on the product and don't need any sales pitch.

 

[scott37300]

until someone goes and finds the damn dealer this ******* match will continue.
I give up on this one. good luck robert. email me if you find anything out

Mrshaun, I wasn't trying to get you mad, sorry if I did. I just think that the dealers represent snap on weather they are a seperate business or not. And also think it would have been in best business interests for snap on to send him the tools or if they were not going to give him any help they should have giving him the number to the regional rep to try and help him figure things out.

You and Chad seem like outstanding dealers that will go out of your way to help others out, this thread shows that you have done that for the OP. You don't have to but you chose to, but I would think snap on would do the same and try to go out of the way to help the OP out. All I was trying to say is that the OP was let down by his dealer and called snap on to see what could be done to get the tools he needs. Snap on wouldn't even give him the number for his regional rep. I just thin snap on could have done a little better to make him happy. that's it.

 

[Vinko]

Premium pricing HAS to be supported by product differentiation. A product or service has to stand above and beyond its competition by a margin at least as wide as the pricing gap.

I'm not sure this is a reasonable expectation, or even a desirable one. Esp. with a manufactured product. Incremental improvements can sometimes dictate a price that isn't incremental. And anyway, there are too many variables to keep it as simple as you say above. In addition, the buyer may be too ignorant (and this condition might not be easily remedied) of specialized knowledge that it would take to make a judgment as to whether or not the product justifies the price.

One example: I've only seen, since I've read these forums, one person (from Armstrong Tools) who even attempted to touch on the issue of why a superior wrench might justify its high price because of the spec. of steel being used. Since no one here, as far as I can tell, has been able to compare what spec. of bar stock is being used across the various brands or lines of wrenches, and fewer in the general public (though perhaps this board's population is different) could even understand why this was important, or even if it were, we've got simpletons who rail against the higher brands under the Dahaner umbrella. It's all Craftsman, they say

 

[Vinko]

he still owes the dealer money. snap on has no obligation to give him anything.
he needs to sette this with the original dealer. he owes the dealer and the dealer owes him. Jack see if you can find a manager for him through your dealer if you have one. that would get the ball rolling more than anything else

This post appears to be the most cogent summary of 9 pages of weirdness.

Who owes who more?

If he actually owes more than he is owed, I'm going to jump out a window because the answer is simple: if the dealer can't be found, wait for him to find you and collect whatever he owes. Fill in whatever stuff your missing with new purchases from the website or another truck.

What the heck was this thread all about

 

[mrshaun]

someone gets it now. thanks vinko.

 

[Underdog]

Snap On has been courteous but at the same time they are not exactly forthcoming in regards to information about my dealer or my account.

To be honest all I really want is for a replacement dealer to pick up where the old guy left off, I would even concede all previous transactions and start fresh and new.

That said, my new dealer is getting the short end of the stick, the old dealer sold me $27,034.50 worth of tools in 2010. I do not plan to spend 5% of that annually again. Not unless I am burglarized again.

So where do I go to be happy.

If no dealer picks you up, their is always SO Internet sales, I've used them for years and bought a lot of tools. Warranty is easy just ship your broken tools back and SO will promptly return new ones. Only downside I've noticed is you can't put your hands on the tool before buying.

 

[Daddy_Rabbit]

This thread is about a guy who wants the tools that he ordered and wants to pay his bill in full.

You know, trying to be honest and wants to be treated the same ... wait ... nevermind.

 

[bushpilot]

If no dealer picks you up, their is always SO Internet sales, I've used them for years and bought a lot of tools. Warranty is easy just ship your broken tools back and SO will promptly return new ones. Only downside I've noticed is you can't put your hands on the tool before buying.

who pays the cost of shipping to/from ??
THIS is why i WONT deal w/ SO - its a pain in the ***, even for a professional !

 

[wafrederick]

Had one come in and my father kicked his *** out 12 years ago.Started coming late 1994 to 1998 at 9:00 at night after working hours.It is getting bad too,most of his customers on his route have tons of worn out tools that he will not warranty.Now go down to one dealer down the road in my area where I live on weekends.Bill Hall is his name and home on most weekends.Usually catch him home and hand him broken tools that need replaced which do get replaced under warranty.For years,dealers would not touch the Ludington and Manistee,Mi area.Now have a dealer.This dealer has a job title which I forgot,Snap On owns the tool truck and this dealer gets paid by Snap On.White Cloud,Mi area was another one,Snap Dealer in my area I mentioned took that area.

 

[TheGrooveking]

until someone goes and finds the damn dealer this ******* match will continue.
I give up on this one. good luck robert. email me if you find anything out

So for a simpleton like I, Snap On basically has a one way check valve were money goes in and thats it. So if a dealer goes ******* and leaves the country or wins the lottery and says screw everyone/everything else, Snap On is just a name of a company on the tools you bought, nothing more. Good to know, Note to self, wait until the Chinese buy Snap On to see if customer service improves.

Telling the buyer/customer to find the dealer himself is ********, no less, no more. I am somewhat confident the dealer in question owes Snap On some money, you would think they put someone on it, but they don't. That's right they have no one to do that, he/she is busy making sure that **** they sell at Costco has Snap On's name on it.

TheGrooveking

 

[wafrederick]

One guy in Grand Rapids,Mi has 9 Snap On tool trucks and fired one guy working for him.Was not putting out and not making money.Snap On can get rid of dealers too.Bill Hall,a dealer down the road in my area told me about this.One dealer decided to mix rocks with the broken warrantied tools sent in.This ex dealer was not too bright and and Snap On caught doing this.Snap On weighs the boxes and knew there was something wrong with these boxes this exe dealer sent in.Opened the boxes up and found the rocks mixed with the broken tools replaced under warranty.

 

[GeorgiaHybrid]

who pays the cost of shipping to/from ??
THIS is why i WONT deal w/ SO - its a pain in the ***, even for a professional !

Call them up and they will send you a pre paid shipping ticket.

It will not cost you anything.

 

[GeorgiaHybrid]

So for a simpleton like I, Snap On basically has a one way check valve were money goes in and thats it. So if a dealer goes ******* and leaves the country or wins the lottery and says screw everyone/everything else, Snap On is just a name of a company on the tools you bought, nothing more. Good to know, Note to self, wait until the Chinese buy Snap On to see if customer service improves.

Telling the buyer/customer to find the dealer himself is ********, no less, no more. I am somewhat confident the dealer in question owes Snap On some money, you would think they put someone on it, but they don't. That's right they have no one to do that, he/she is busy making sure that **** they sell at Costco has Snap On's name on it.

TheGrooveking

Groove,

In this case, the guy owed the DEALER money, not Snap-on. The DEALER had the guys tools to warranty. He Owes the DEALER more than the cost of the tools the DEALER has.

Snap-on does not have a dog in this hunt.

If you have a company acount at Home Depot and owe them money for some Vaughn hammers that you bought and then warrantied some other Vaughn hammers that they did not have in stock but the guy said he would keep yours and order the replacements for you, would Vaughn Hammers be responsible?

Snap-on sells to independant dealers. If this was a company truck, this would be a different issue. If you owe the COMPANY Snap-on guy money and he doesn't replace your tools, in that case, go to Snap-on.

In this case, he is money ahead, forget about it unless he shows up. Find another dealer or buy off the web and get on with life.

 

[TheGrooveking]

Groove,

In this case, the guy owed the DEALER money, not Snap-on. The DEALER had the guys tools to warranty. He Owes the DEALER more than the cost of the tools the DEALER has. and as I listed I bet this dealer owes Snap On some money, which should make them want to find him.

Snap-on does not have a dog in this hunt. Yes they do, they have their name and reputation to uphold.

If you have a company acount at Home Depot and owe them money for some Vaughn hammers that you bought and then warrantied some other Vaughn hammers that they did not have in stock but the guy said he would keep yours and order the replacements for you, would Vaughn Hammers be responsible? Yes, they are responsible for honoring their warranty or at least making sure their representative does honor it

Snap-on sells to independant dealers. If this was a company truck, this would be a different issue. If you owe the COMPANY Snap-on guy money and he doesn't replace your tools, in that case, go to Snap-on.

In this case, he is money ahead, forget about it unless he shows up. Find another dealer or buy off the web and get on with life.

Fine, if true, if he had receipt saying he owes nothing that is one thing, but **** like this always finds it way back up, the dealer could pull a small claims court suit to get his money.

 

[Vinko]

Groove,

In this case, the guy owed the DEALER money, not Snap-on. The DEALER had the guys tools to warranty. He Owes the DEALER more than the cost of the tools the DEALER has.

[cut]

In this case, he is money ahead, forget about it unless he shows up. Find another dealer or buy off the web and get on with life.

Yep. It took 10 pages, but this says it all. Too bad the original post couldn't have contained all this information.

 

[Vinko]

someone gets it now. thanks vinko.

Shaun: just my guess, and I'm not referring to anyone specifically in this thread, but I bet close to 50% of all threads that slag a dealer (and I'm not suggesting this was the case with this thread) as a guy who won't come by anymore, or "won't do business with me" anymore are those where the guy either never paid, paid late, didn't pay according to the agreement, or no one ever bought anything and just wanted to spend an hour on the truck looking. These cases probably represent more "my tool truck driver is an a-hole threads" that we'd guess.

 

[Brad54]

Yep. It took 10 pages, but this says it all. Too bad the original post couldn't have contained all this information.

Except if the snap-on dealer is in the wind, you can be sure Snap-on corporate will come after this guy for the money he owes on the tools. Haven't we seen threads in the past where Snap-on corporate goes after tools and boxes that customers owe money on? SOMEONE is going to turn this over to a collection agency, you can be sure.
So potentially they can come after the guy for the money he owes, but then they're going to say "The tools you are owed is between you and the dealer."

-Brad

 

[Vinko]

Except if the snap-on dealer is in the wind, you can be sure Snap-on corporate will come after this guy for the money he owes on the tools. Haven't we seen threads in the past where Snap-on corporate goes after tools and boxes that customers owe money on?

The key question here is who owes what money to whom. And that was finally answered in this specific instance.

SOMEONE is going to turn this over to a collection agency, you can be sure.
So potentially they can come after the guy for the money he owes, but then they're going to say "The tools you are owed is between you and the dealer."

Brad: I think the key difference here (in your example at least) is the way a box is generally financed. I bought my box direct from the dealer, and paid him. He paid SO for the whole thing. Had I skipped out, it would've been between the dealer and me. SO wouldn't have anything to do with it because the dealer owes SO for the box. My dealer could turn me over to a collection agency, but it's a different thing.

Not all dealers are willing to do what my dealer did in fronting the funds to SO for a Classic 78 and then turning around and getting the cash from me.

 

[bushpilot]

Call them up and they will send you a pre paid shipping ticket.

It will not cost you anything.

well as good as that is...whats the turn around time ?

i wait for a pre-paid ticket/response, package up the busted tool,
wait for a replacement....in the mean time by car is torn a part,
and i cant finish the job im working on OR start the next !?!?!

 

[GeorgiaHybrid]

well as good as that is...whats the turn around time ?

i wait for a pre-paid ticket/response, package up the busted tool,
wait for a replacement....in the mean time by car is torn a part,
and i cant finish the job im working on OR start the next !?!?!

That's why they call the other set of tools in your box "back up tools". Do you only own one number 2 phillips screwdriver or one 12mm wrench or one ratchet or one 19mm socket?

 

[mtkst19]

i cant believe i read 10 pages of ******** bickering. some good advice. yet a lot of throwing under the bus going on too.

it is a bad dealer, not a company. This is like blaming smith and wesson for someone getting shot by a gun they made. Had a mac guy do the same thing locally as the original poster. Sad thing is I paid him in full the week before he quit. Other guys in the shop owed him 100-1000 dollars and never had to pay any of it. Corporate never came for it or anything. They didn't give a **** about the end user. It was the dealer who owed them money. Was this mac's fault, no.

Thankfully i have 2 good snap on drivers, one at work and one at the home garage who stops. Also, i have a very good cornwell driver. they carry me cash on the truck. My last place of work had the best snap on dealer ever. He would carry me up to 1500 on the truck. Yet i paid weekly. He even told me that he dont mind extending credit to me, as he knows my money is good very week. It is the guys who miss work, or who dont have money weekly that he trys not to carry. that is what builds your trust w/ a dealer--weekly payments.

You gotta remember, our weekly payment is essentially the tool guys paycheck as well as mortgage,gas, overhead etc payments. Would you like it if your employer didn't pay you for a week?

At my current place-- the dealer did not know me and was hesitant to extend truck credit. now that i been there and built a report with him--he has no problems giving me credit. Yet i never really tested it to see how much. most i been into him is 800.

Mind you too I pay a minimum 20 a week to any tool truck i owe money too despite my balance. All the tool guys i deal with I tell them out front that all i want to spend per week is $20. If i have more they will get it--yet $20 is a guaranteed. they all know this going in to selling me tools. granted, I pay it down quickly by dropping more than 20 a week. Even when i was into the new guy for 800 i had him paid off within 2 months. So that's roughly 100 a week i paid him. One week might have been $20, next week 250.

i'm still confused about the original poster's standing. it is my understanding that you owe the truck $875. Same token the dealer owes you roughly 800 in tools. I'd say **** the dealer. Spend the 800 out of pocket and buy what you are missing elsewhere. When the old dealer ever comes around, tell him to cancel any old order due to his tardyness and at most you owe him $75.

If he wants to fight you, dont pay him **** and have him take you to a magistrate. As if you owed 875, canceled a 800 order, your balance is 75 bucks. It would probably cost him $50 to file to collect what essentially is $75. I dont think any judge in the country would side with him in this instance. Heck, he would be spending 50 bucks plus his time to collect 75 bucks. It is not worth it to get $25.

that's my 2 pennies worth.

 

[MattT]

well as good as that is...whats the turn around time ?

i wait for a pre-paid ticket/response, package up the busted tool,
wait for a replacement....in the mean time by car is torn a part,
and i cant finish the job im working on OR start the next !?!?!

Not sure how long they take to mail you a pre-paid label. I sent mine in on my dime. Anyways I finally received the last tool from a warranty claim I mailed in November 1st yesterday. First ones showed up just shy of 3 weeks IIRC. Between backorders and replacing the two defective tools they sent me the UPS truck has been by the house 6 times for a 15 tool warranty claim.

Now to be fair some of the tools I warrantied it's unlikely I'd have found a truck with them in stock. So if I was still serviced by a truck dealer I would've still had to wait at least as long if not longer for some of the tools. The final backordered tool I got yesterday would've been delivered to me next time he stopped by if I'd gone thru' a dealer. That could add another week.

I don't think you understand how dealer service works. They don't drop everything and rush across town when you break something. You get your warranty replacements on the next scheduled visit for the most part.

It's very unlikely you'll break the only tool you can use to finish a job. First pass you use what's easiest, fastest, or closest and if that doesn't work try a different tool.

 

[Daddy_Rabbit]

Corporate never came for it or anything. They didn't give a **** about the end user.

At least someone finally said it.

 

[bushpilot]

I don't think you understand how dealer service works. They don't drop everything and rush across town when you break something. You get your warranty replacements on the next scheduled visit for the most part.

It's very unlikely you'll break the only tool you can use to finish a job. First pass you use what's easiest, fastest, or closest and if that doesn't work try a different tool.

what i DO understand is that snap-on charges AT LEAST 4x what
i can buy the SAME craftsman wrench for...i can exchange those
in the same DAY - even if my closest store doesnt have it, i can
go to the next closest.

you pay a premium to wait 3-8 weeks for a waranty
exchange - AND you pay to send it in

im sorry but waiting a week for some one to drive by seems
only MARGINALLY better

 

[mooman]

what i DO understand is that snap-on charges AT LEAST 4x what
i can buy the SAME craftsman wrench for...i can exchange those
in the same DAY - even if my closest store doesnt have it, i can
go to the next closest.

you pay a premium to wait 3-8 weeks for a waranty
exchange - AND you pay to send it in

im sorry but waiting a week for some one to drive by seems
only MARGINALLY better

OMG you just didn't say "that snap-on charges AT LEAST 4x what
i can buy the SAME craftsman wrench for..."

 

[bushpilot]

OMG you just didn't say "that snap-on charges AT LEAST 4x what
i can buy the SAME craftsman wrench for..."

i call a spade a spade - i get that their stuff is nice -but its not
worth the price, i dont care HOW good you are - SEVERAL 100 bucks
for screw drivers ?!?!? PLEASE !

I could see a premium price for a someone who's a professional <i am not>;
tools of the trade, used every day blah blah blah - but theres nothing
wrong w/ craftsman <in fact for COMMON hand tools they make
better financial sense and their distribution & warranty is easier> !

imo snap on has done well w/ their marketing and convincing some
that you have to have snap on - its another one of those "living beyond
the means" or trying to "keep up w/ the jones" imo

 

[chadster1]

I could see a premium price for a someone who's a professional <i am not>;
tools of the trade, used every day blah blah blah - but theres nothing
wrong w/ craftsman <in fact for COMMON hand tools they make
better financial sense and their distribution & warranty is easier> !

For a large portion of my route, the nearest Sears is 30 miles away. For one town in my route, its probably 60 miles to the nearest Sears. You are obviously lucky enough to live in close proximity to a Sears and dont mind dealing with the traffic and parking issues of going to the nearest shopping mall.

 

[Daddy_Rabbit]

I find it humorous, as well as ironic, that a Snap-On distributor would take up for a company that has exhibited poor customer while having a link in his signature that shows his experiences with a company that exhibits poor customer service.

 

[mrshaun]

Hell Icant even park my tool truck at the local sears store. they meet me at the door and tell me to get the hell out of their area. Gotta love a company that does that to someone who was looking for a new dishwasher. Lowes got my money along with a carpet sale and a new dryer. way to go sears.

 

[Daddy_Rabbit]

I don't blame them one bit. If I was in the tool business I wouldn't let my competitor park and advertise in my parking lot either.

 

[mrshaun]

I find it humorous, as well as ironic, that a Snap-On distributor would take up for a company that has exhibited poor customer while having a link in his signature that shows his experiences with a company that exhibits poor customer service.

I do not recall seeing one positive thing come from any of your posts. Someone must piss in your cheerios every morning.