more poor QC examples -- Snap On and Trusty Cook
- Thread starter scottmlew
- Start date
Tool Pants
Well-known member
Would like to see the Plomb ones.
Here is an update on the TC hammer:
I just called TC. After speaking briefly with a pleasant man and woman, I was transferred to Joel Trusty himself. He was a joy to talk to...he shared lots of interesting technical and anecdotal information about hammers -- his own, the competition's, etc.
For the ball peins, they use a hot casting process instead of injection molding, and since the urethane is so thick, it doesn't always fill in properly. He said that a) most people (professionals in particular) don't inspect their tools (shocking!), especially their hammers, and b) this is a particularly low margin item. Those two factors together essentially mean that as long as the hammer will work as a hammer, it goes out the door. He also mentioned that the stuff that looks like glue is actually a coating that prevents the head from rusting/corroding, and that the excess blobs on the head will come off immediately upon use. With all of that said, he said he'd be happy to send me a new one that looks as good as it works. A great outcome!
I'm trying to remember all of the interesting things he mentioned! Here are a few:
1. They are the OEM for Estwing, Matco, SO, Cornwell, and others. However, they do NOT make the SO ball peins. The SO ball peins are injection molded, which is how they get all of the detail on the handle. They DO make the SO sledges.
2. Injection molding on a sledge will not hold up at all. Specifically, it will cut/tear when it hits something sharp.
3. Joel personally redesigned the ball pein model. When Matco switched to it from their prior design, their return rate on that item went from 13% to 3%.
4. They sell about 160 of the 50oz ball pein hammers to the US govt each month. He has no idea what they're using them for.
Update: Joel called back while I was writing this post...he said they're out of 36oz ball peins, but was wondering if I'd prefer a 47oz instead. He recommended this since he feels it is a more useful weight for mechanical work, and will also give me a more complete set.
So, to be clear, they definitely appear to be a class act, and I'm very pleased with the outcome overall.
I just called TC. After speaking briefly with a pleasant man and woman, I was transferred to Joel Trusty himself. He was a joy to talk to...he shared lots of interesting technical and anecdotal information about hammers -- his own, the competition's, etc.
For the ball peins, they use a hot casting process instead of injection molding, and since the urethane is so thick, it doesn't always fill in properly. He said that a) most people (professionals in particular) don't inspect their tools (shocking!), especially their hammers, and b) this is a particularly low margin item. Those two factors together essentially mean that as long as the hammer will work as a hammer, it goes out the door. He also mentioned that the stuff that looks like glue is actually a coating that prevents the head from rusting/corroding, and that the excess blobs on the head will come off immediately upon use. With all of that said, he said he'd be happy to send me a new one that looks as good as it works. A great outcome!
I'm trying to remember all of the interesting things he mentioned! Here are a few:
1. They are the OEM for Estwing, Matco, SO, Cornwell, and others. However, they do NOT make the SO ball peins. The SO ball peins are injection molded, which is how they get all of the detail on the handle. They DO make the SO sledges.
2. Injection molding on a sledge will not hold up at all. Specifically, it will cut/tear when it hits something sharp.
3. Joel personally redesigned the ball pein model. When Matco switched to it from their prior design, their return rate on that item went from 13% to 3%.
4. They sell about 160 of the 50oz ball pein hammers to the US govt each month. He has no idea what they're using them for.
Update: Joel called back while I was writing this post...he said they're out of 36oz ball peins, but was wondering if I'd prefer a 47oz instead. He recommended this since he feels it is a more useful weight for mechanical work, and will also give me a more complete set.
So, to be clear, they definitely appear to be a class act, and I'm very pleased with the outcome overall.
Last edited:
mrshaun
Well-known member
what size was that socket and what is your address. product manager will take care of you today.
pm me your info and the socket size please
shaun
pm me your info and the socket size please
shaun
Mickey O
Well-known member
Hopefully for interrogating terrorists.
DynoDale
Well-known member
mrshaun
Well-known member
Government contractors use them here on Fort Hood working with tanks. might be a part of that 160 a month
wineslob
Well-known member
jeepnut24
Well-known member
Two thumbs up for real customer service. We need more of it.
nissan_crawler
Well-known member
Pay attention tool companies, this is how to get a repeat customer. Everybody screws up, it's how you handle it that counts.
scooby074
Well-known member
Glad it worked out, good customer service from the hammer folks/
However i wouldnt have sweated the hammers. It is a Hammer afterall! One mis hit and youll peel the urethane around the head back anyways (my SO ball peens are)
.. theres no excuse for those sockets going out! Same for the other defective tools posted. A wrench without teeth? That should have been picked up for sure unless the QC guy is a blind man
However i wouldnt have sweated the hammers. It is a Hammer afterall! One mis hit and youll peel the urethane around the head back anyways (my SO ball peens are)
.. theres no excuse for those sockets going out! Same for the other defective tools posted. A wrench without teeth? That should have been picked up for sure unless the QC guy is a blind man
Griff93
Well-known member
SO definitely has defects too. I was thinking about getting a long 1/4 SO ratchet so I picked up a new one and was playing around with it while I was looking around the truck. The drive would only engage in one direction. This was a brand new ratchet. I've picked up a brand new SO semideep that didn't have the square drive punched out in it.
For everybody that seems to think gear wrench is perfect, I got a new wrench holder yesterday so I was rearranging some of the wrenches in my box. I have a set of metric 15 degree offset wrenches that have the cap on the back of the 12 pt to keep the bolt from slipping through. I don't like them much so I really haven't used them. I picked up the 17 which I don't think I have ever used and the chrome peeled off the head in a big sheet. I'll take a picture if I can remember to bring it home with me before I get it warrantied.
For everybody that seems to think gear wrench is perfect, I got a new wrench holder yesterday so I was rearranging some of the wrenches in my box. I have a set of metric 15 degree offset wrenches that have the cap on the back of the 12 pt to keep the bolt from slipping through. I don't like them much so I really haven't used them. I picked up the 17 which I don't think I have ever used and the chrome peeled off the head in a big sheet. I'll take a picture if I can remember to bring it home with me before I get it warrantied.
bry@n
Well-known member
That's pretty cool of TC. Just him getting on the phone is a bug plus.
Merkava_4
Banned
bry@n
Well-known member
doesn't sound like it.
i think most people would be surprised who they can talk to if they try. i have talked to people pretty high up the food chain of differant companies. being polite, asking legitimate questions and knowing who to ask for go a long way.
bushhawg73
Well-known member
My thoughts exactly.
Nope. In fact, when he called back, he mentioned that by sending the larger hammer, I'd have a more complete set instead of a duplicate!
For more on the happy conclusion to the TC story, see http://www.garagejournal.com/forum/showthread.php?p=725088
cruiser808
Well-known member
Scott - thank you for sharing your experience with TC. It goes to show that the USA is still alive and well when it comes to quality tools and service with hand tools.
Was just outside playing with my new hammers from SO and TC. After using both, the TC is a bit more comfortable. I think that part of the reason for this is that you can't feel the weight used to give the "dead blow effect" moving around. I wonder how it dampens the blow without any perceptible movement? 
Happily, the Snap On issue is also resolved.
Today I had a next-day UPS package with the 2 replacement sockets; both sockets look great! Snap On suggested, and I agree upon further inspection, that the 11mm socket was machined upside down...that's why the hex end was chamfered and the drive end was not (the low profile sockets should be the opposite -- flush hex end, chamfered drive end). From there, it's not hard to imagine how the stamping was messed up
Special thanks goes to MrShaun for his help in getting this situation resolved in an expedited manner; I'm pleased that once he communicated directly with the folks at Snap On, they got the replacements to me so quickly. Although I wasn't waiting on these tools for a project, the next-day shipping was certainly a nice touch, and could certainly make a big difference to a customer in different circumstances. I should also mention that Chadster had also offered to help, but was beat to it by a few minutes. It was nice getting "too many" offers of help, though!
So, another happy ending!
Today I had a next-day UPS package with the 2 replacement sockets; both sockets look great! Snap On suggested, and I agree upon further inspection, that the 11mm socket was machined upside down...that's why the hex end was chamfered and the drive end was not (the low profile sockets should be the opposite -- flush hex end, chamfered drive end). From there, it's not hard to imagine how the stamping was messed up
Special thanks goes to MrShaun for his help in getting this situation resolved in an expedited manner; I'm pleased that once he communicated directly with the folks at Snap On, they got the replacements to me so quickly. Although I wasn't waiting on these tools for a project, the next-day shipping was certainly a nice touch, and could certainly make a big difference to a customer in different circumstances. I should also mention that Chadster had also offered to help, but was beat to it by a few minutes. It was nice getting "too many" offers of help, though!
So, another happy ending!
mrshaun
Well-known member
anytime........
THe guy that sent you the tools is awesome at helping me and my customers find the right tools we need to get the jobs done properly
thursday i will be taking pictures of the 9/16 low profile socket in use on a blackhawk helicopter on the lower pressure plate. you must shave a regular socket to fit it in the tight spot. with the new snap on low profile it fits in perfectly.
If I gte a chance I will post the same pics on here to show you guys some specific uses.
THe guy that sent you the tools is awesome at helping me and my customers find the right tools we need to get the jobs done properly
thursday i will be taking pictures of the 9/16 low profile socket in use on a blackhawk helicopter on the lower pressure plate. you must shave a regular socket to fit it in the tight spot. with the new snap on low profile it fits in perfectly.
If I gte a chance I will post the same pics on here to show you guys some specific uses.