My Mac story. Problems with dealer.

[chris142]

Has anybody else had issues with Mac and repairs/ warranties lately?

I bought a Mac die grinder(Made in USA). I only used it 3-4 times in a year and it quit.

Mac guy sent it in for repairs. Mac told him(this is what he says)that it's no longer made and they can't fix it. Mac man offered to sell me another one @20% off. I didn't feel that I should pay for a new one when I just wanted mine fixed.

I asked him to get mine returned(thinking that I may find parts in the future). He tells me that they "Lost" it and It can't be returned. So I'm out a tool and quite a bit of cash that I paid for the tool.

A few months later a friend gave me his broken ratchet to have repaired. Mac man says that he can't warranty/repair/replace it and that I need to send it to Mac on my dime and they will determine if it's a warranty issue.

So needles to say I'm done with Mac tools. Is this common with Mac in general or is my dealer just being a dummy?

 

[RobertMo1988]

mac still sells tools off the truck?

Just kidding !

 

[buffalobill]

did you call mac directly about the grinder or ratchet? if they act differently than your dealer, and offer help, i might look at finding another mac truck......

 

[kmkalf]

we have a dealer that it would take 4 months if your lucky to get a item that was in the ad if you even got it at all, i've tried warranting through 2 diff dealers and got the run around, after a 20pound box full of broken tools i sent it in on my dime and had them all replaced, given it cost me money out of my pocket (about $40 with insurance and tracking) it sure beat getting dicked around and traveling 16 miles one way to see a dealer that had some stuff and kept going back and forth. To me the money is well worth not dealing with the hassles or my time

 

[punkenduro]

while i havent bought mac tools, i remember when i was at my last shop a tech had a 1/2 inch impact gun what took a ****, he called a mac dealer twice just to come and pick it up, and it took 4 calls and 3 months to get it back. need less to say i wont buy mac. both shops ive worked at had a snap on truck every week, and this shop the matco guy is top notch to the point of almost converting me from snappy kool-aid to matco flavored.

 

[chris142]

did you call mac directly about the grinder or ratchet? if they act differently than your dealer, and offer help, i might look at finding another mac truck......

Ya with the ratchet they said to send it in and they will determin if it's a warranty issue. I replaced the Mac Die grinder with the $7 one from HF and it's worked flawlessly...........Outlasted the Mac $150 one thats for sure.

 

[wreckerman5357]

Are you one of this distributor's regular customers? Does he come to your shop every week and do you give him a fair amount of business? Or are you some guy that he only hears from when something you bought off the internet or from a yard sale is busted?

Not trying to call you out, just saying if you don't buy anything from this guy, he won't feel obligated to help.

 

[chris142]

Are you one of this distributor's regular customers? Does he come to your shop every week and do you give him a fair amount of business? Or are you some guy that he only hears from when something you bought off the internet or from a yard sale is busted?

Not trying to call you out, just saying if you don't buy anything from this guy, he won't feel obligated to help.

I bought quite a bit from him. a 1/2 impact gun, a 3/8 impact gun, die grinder and various other tools.

 

[DavidMF]

Wow that's pretty bad. I don't have a mac dealer but my snap on dealer if anything is broken he takes care of it right away. I guess it all depends on the attitude of the dealer.

That grinder is your property. You should get that back no questions asked.

 

[GBNZ]

Cut the chase call Mac direct tell them what happened tell them u want it sorted asap!

As for them saying they dont keep that model anymore makes you wonder about the warranty BS?

 

[chris142]

I bought most of my tools 20+ years ago so I wasn't on the truck every week. But when I needed a replacement or an upgrade I bought it. I'm not the guy trying to warranty Pawn shop stuff a week after buying it.

 

[LSU]

Write MAC a certified letter, return receipt requested (go to post office and get the "green card" that requires MAC to sign for letter. Ask for this at post office.

In the letter name the MAC dealer, the tool you returned, the date it was returned and your request for either a repair, replacement or the return of your tool within 15 days.

Google MAC and find address and name of CEO.

If MAC ignores you, file an unfair trade practices complaint with your state attorney General's office and file complaint with loacl BBB.

I'm not familiar with MAC warranty but if it is like Craftsman it should be good for life.

I disagree with Previous poster who wrote about how much you deal with the dealer. A warranty is a warranty. If I buy one screwdriver or a complete toolbox shouldn't matter.

 

[Skin]

If you call MAC they have a sheet listing what they repair and costs. I was told, by a very nice gentleman, if they couldnt repair something they'd offer an equivilent replacement at substantial discount. In your case i'd be seeking a warranty replacement. If your dealer did indeed send your tool in he should have a claim number for tracking the progress. Honestly it sounds like your dealer is a clown and if all hes going to do is lie and act the same as MAC would on the phone [charging you to send tools in], cut him out of the equation.

Another tip, MAC charges for shipping through their site but if you call to place an order its free.

 

[Seanbev24]

Why people continue to buy anything from Mac is beyond me.

 

[Skin]

Why people continue to buy anything from Mac is beyond me.

they have some nice stuff

 

[Seanbev24]

they have some nice stuff

So does everyone else. I swore off Mac after my first 2 warranty experiences with 2 different dealers were complete ****. With the last one, not only was I treated like I was trying to steal something, he said the tool would have to be mailed since he said he didn't have it. It was a #2 phillips screwdriver. I know service all depends on your individual dealer no matter which company it is, but this complaint seems to happen with Mac far too often.

 

[Ryze]

I'd be on the phone asap. They basically stole from you. Whether they can fix the item or not, they need to either replace it or refund you your money back. None of this "lost" and you MUST pay for a new one BS

 

[Stuntmonkey]

I don't understand people sometimes? I"m partially deaf and can't use the phone because of it, so my other half does most of my calls for me.

I'm assuming you've got 2 ears that work, pick up the phone and call Mac HQ asap. They STOLE from you. Regardless of the fact the tool was broken they are required by law to return YOUR property to you. They lost it, so they should be replacing it or paying you for it.

I don't mean to sound like a ****, but don't waste another business hour and pick up that phone

 

[Sethk]

I used to have a Mac Tools dealer...Was great when he would come around, Never see him in the area anymore so I do the mail to Mac Warranty as well and I must say is a way better experience than dealing with returns on the truck. It does not cost too much to send them in via "flat rate" postage and have yet to have Mac refuse anything I have sent in. They also have a very quick turn around getting your tools back to you within a week or 2.

 

[wreckerman5357]

I bought quite a bit from him. a 1/2 impact gun, a 3/8 impact gun, die grinder and various other tools.

I bought most of my tools 20+ years ago so I wasn't on the truck every week. But when I needed a replacement or an upgrade I bought it. I'm not the guy trying to warranty Pawn shop stuff a week after buying it.

Well it sounds like you got the shaft. If I was you I would do the following:
(1) Call the dealer and explain that you want your broken die grinder back or your money. Explain that the warranty covers the replacement of a discontinued tool with a similar model.
(2) If he does not remedy the situation right quick tell him you will be calling Mac directly to attempt to deal with the situation and tell them what a **** job he is doing as a distributor. Then I would finish by telling him that he would never see another godamned cent of my money.
(3) Call Mac and explain that you want your grinder, money for your grinder, or a new grinder. Any one of these would satisfy me.

I would be done with this distributor, he is an ******. Good luck.

 

[BloodySinner]

Has anybody else had issues with Mac and repairs/ warranties lately?

I bought a Mac die grinder(Made in USA). I only used it 3-4 times in a year and it quit.

Mac guy sent it in for repairs. Mac told him(this is what he says)that it's no longer made and they can't fix it. Mac man offered to sell me another one @20% off. I didn't feel that I should pay for a new one when I just wanted mine fixed.

I asked him to get mine returned(thinking that I may find parts in the future). He tells me that they "Lost" it and It can't be returned. So I'm out a tool and quite a bit of cash that I paid for the tool.

A few months later a friend gave me his broken ratchet to have repaired. Mac man says that he can't warranty/repair/replace it and that I need to send it to Mac on my dime and they will determine if it's a warranty issue.

So needles to say I'm done with Mac tools. Is this common with Mac in general or is my dealer just being a dummy?

When it comes to taking my money, the dealers are suddenly my best friend. But if I have a tool in need of a repair, they act like jackasses. Both Snap-On and Mac.

 

[ol'Red]

I had a few metric impacts 3/8 dr that a I use everyday and became "wallered out" to the point were the were rounding off bolts. Hop on the truck with about 3 sockets and the Mac man says they have to be cracked. They are great sockets otherwise but when they dont work they should be replaced without doctoring. I took the time to find some ball bearings to fit and cracked them in the press. The snapon man has never give me problems on warranties.

 

[Seanbev24]

When it comes to taking my money, the dealers are suddenly my best friend. But if I have a tool in need of a repair, they act like jackasses. Both Snap-On and Mac.

My 2 current dealers are Snap-On and Cornwell. I could put a chrome socket on an impact in front of them, and either would laugh and hand me a new socket if it broke. I spend good money with both, but only because I know they'll take care of me.

 

[ChrisF250]

I had a mac flex head ratchet that was floppy (The notches had worn away). So I took a chance and sent it in not knowing if it would be warrantied or not. Well its now been about 2 months since I sent it in and still no return package. If it's decided this isn't warrant-able fine but I'd still like my old ratchet back.

 

[V70R]

I had a few metric impacts 3/8 dr that a I use everyday and became "wallered out" to the point were the were rounding off bolts. Hop on the truck with about 3 sockets and the Mac man says they have to be cracked. They are great sockets otherwise but when they dont work they should be replaced without doctoring. I took the time to find some ball bearings to fit and cracked them in the press. The snapon man has never give me problems on warranties.

Same problem here. American made Mac sockets I had for less than 2 years were beginning to round bolts, never seen an impact wrench in their life. Warranty was denied due to not being fractured. Made the switch to Snap-on and have never looked back.

 

[GoBlue]

My Mac dealer is a nice guy when your buying but crys like a baby when you need waranty support. Mac makes almost nothing i want anyways but because of his waranty treatment of my coworkers i no longer buy anything from him. He refused to waranty a deadblow for a coworker when the plastic on both faces was totaly gone. I laughed and walked off the truck.

I buy all of my truck tools from my Matco guy. Great service...absolutly top notch. In my opinion service is what sells tools. Matco is far and away the number one seller in my area. I always laugh when people on this site bad mouth Matco because in my area (wich is a very big area with a ton of shops) Matco rules the roost. I would say that 8 or 10 new tool boxes are matco. I dont know a single mechanic at my shop or any other who buys anything from the other trucks these days. Im telling you guys... its all about service

Our Snappy guy is good about waranty and keeps a good inventory but doesnt give much personal service...i.e...free hat around the hollidays, deals for cash sales, and he bad mouths all of his competition, as well as your current tools if they are not Snap on. He is a what have you done for me latley kind of guy and that is a big turn off for a lot of customers.

 

[Roots]

I'd skip the dealer who's not helping you and contact Mac directly, than immediately ask for a supervisor. Explain that they've admitted, according to your dealer, losing YOUR PROPERTY; and that you're expecting prompt reimbursement.

The certified letter idea, requesting either repair, replacement, or the return of the tool within 15 days is a great idea. If they lost the tool, even if it's broken, unless their policy states that they dispose of unrepairable tools - they owe you compensation not 20% off.

BBB filings are generally worthless, although it's not a bad idea to file one in addition if they don't resolve this to your satisfaction promptly.

Be courteous, professional, understanding that things happen, but firm.

 

[89MustangGX]

Are you one of this distributor's regular customers? Does he come to your shop every week and do you give him a fair amount of business? Or are you some guy that he only hears from when something you bought off the internet or from a yard sale is busted?

Not trying to call you out, just saying if you don't buy anything from this guy, he won't feel obligated to help.

//Rant on

I've seen this idea on here several times and it makes no sense to me at all -- actually it really bothers me.

Personally, I don't think I've bought new tools for myself in quite some time. I pretty much have everything I need. Sure, I need some stuff occasionally, but certainly not weekly or even monthly. Does that mean I'm no longer a good customer? Or does it mean my warranty is now void?

A company, or it's representative, would do best to go out of their way to service the customer regardless of status.

That decision can take the customer from 50/50 on buying tools from the company to 100% or 0% in an instant. And, it doesn't cost them any more than servicing any other customer, regardless of how much they are buying or which representative they bought from last. It's called living up to your word in my book.

//Rant off

Adam

 

[woody 73]

I am so sad to be reading these posts, at one time Mac was a fantastic company that would take good care of you back in the day. Sadly they have done some very bad things not only to their workers but to the men & Women that use their tools.

Sometimes I wonder just how much they want to please their shareholders at the expense of everyone else.

 

[wreckerman5357]

//Rant on

I've seen this idea on here several times and it makes no sense to me at all -- actually it really bothers me.

Personally, I don't think I've bought new tools for myself in quite some time. I pretty much have everything I need. Sure, I need some stuff occasionally, but certainly not weekly or even monthly. Does that mean I'm no longer a good customer? Or does it mean my warranty is now void?

A company, or it's representative, would do best to go out of their way to service the customer regardless of status.

That decision can take the customer from 50/50 on buying tools from the company to 100% or 0% in an instant. And, it doesn't cost them any more than servicing any other customer, regardless of how much they are buying or which representative they bought from last. It's called living up to your word in my book.

//Rant off

Adam

I agree with you, not helping a customer because he does not buy tools every week is nonsense. I don't buy that much stuff from my Snap-On guy, but he still provides good service. You shouldn't have to be giving the tool man hundreds of dollars a month to get warranty service. I am not excusing this type of behavior, I was just suggesting that it could be the problem.

On the other hand the dealer should not be expected to take a bunch of broken **** some guy off the street bought second hand in Exchange for brand new tools. This is warranty abuse and people that do this are just as bad as a dealer that won't take reasonable (like the OP's) warranty returns.

 

[Diesel_Crawler]

mac still sells tools off the truck?

I know I am shocked as well.

Why people continue to buy anything from Mac is beyond me.

Some people are sick and need help.

So does everyone else. I swore off Mac after my first 2 warranty experiences with 2 different dealers were complete ****. With the last one, not only was I treated like I was trying to steal something, he said the tool would have to be mailed since he said he didn't have it. It was a #2 phillips screwdriver. I know service all depends on your individual dealer no matter which company it is, but this complaint seems to happen with Mac far too often.

MAC dealers are the guys who can't make it as any other kind of tool dealer. I do not know how you can drive a MAC truck around and sell such a ****** product to people who use it to make there living and sleep at night. I guess the poor service is just a side affect from the bad tools they sell.

 

[Moose-LandTran]

I do not know how you can drive a MAC truck around and sell such a ****** product to people who use it to make there living and sleep at night. I guess the poor service is just a side affect from the bad tools they sell.

I got a giggle out of that one!

 

[TheCarbideRat]

F@%K Mac!!!

 

[chris142]

It's been over a year since all this went down so I doubt if Writing a letter will get much done but I will try it anyway.

I just mailed a broken prybar handle to Cornwell. I have not seen a Cornwell truck in decades around here. The Cornwell bear and the words "Cornwell" were worn off the handle.

We will see how well Cornwell handles this.

 

[JAKE-THE-TOOL-MAN]

I don't buy much from Mac anymore but I just ha three broken sockets warrantied, dealer didn't have them on the truck so he ordered them and he had them the next week. I've only had 1 problem with Mac and it was with my crappy dealer which is long gone