My Snap On story

[Whatfield]

I'm new to the forum. I wanted to share with you my Snap On story. This is the email I sent to Snap On. Just to let you know. I have since repaired the ratchet myself without the help of Snap On. My original ratchet is a F711 LS. I used the cover plate from a FV71, which worked like a charm. And of course a rebuild kit.

To whom it may concern,


This was not the solution I was looking for. I'm not interested in having the ratchet replaced. I need parts for a rebild. It is way to sentimental to me. As I stated in my first email, I can and have bought Snap On tools for most of my life up to this point. I'm sure I have a few Craftsman tools in the mix, but most of my tools are Snap On. This ratchet was purchased by my father before I was born. He bought Snap On brand because he loved the idea of your warranty. He was a true American and a veteran and always bought American.


To discontinue a Snap On part tells me one thing about your warranty....It is just words.

I'm sure there are plenty of other customers who bought and passed on the very same wrench to other family members. Maybe even a few of them are having the same or similar issue with their ratchet, only to find out the parts have been discontinued.


I'm sure I will be able to find a way to repair this on my own. However, I don't remember reading about this solution in your warranty. I could be wrong. I hope I am wrong.


I can afford to buy any tool I so desire. This is so much more than that. This is about a company who stands behind their product and their word. I know times have changed but I would love to be able to tell my story of success about your company. The very foundation and quality Snap On was built on would be forged in loyalty. The strongest material known to man. Think about how awesome this story would be, if presented and told in the proper forums.


Headline: Snap On tools stands by their word.


Again this is not about free tools. I have 20 Snap On black handled screwdrivers, 2 Snap on Ratchets, several Snap On sockets, extensions. This does not include the thousands of dollars of Snap On tools that were stolen from my home 5 years ago. I didn't think twice about buying more Snap On tools. I love your tools and their quality.


I miss my father very much and the holidays make it a little tougher. He bought me my first car, which we tore down and rebuilt the engine with the very same ratchet I'm writing to you about. Over the years my father purchased tools for me for Chirstmas, birthdays, and just because, all Snap On.


Thanks again for your quick response. I would imagine you get some type of email, letter or request for free tools all the time. This is not that type of request. If your response is still going to be the same as your first, there will be no need for you to respond to this email. I think this has been more cathartic then I thought it would be. I wish you could have met my father. He taught me what I have taught my boys..."We do the right thing, because it's the right thing to do." I've been a cop for a long time and I have used those words more often than not. My father would be proud once again

Thanks and have a great day.

 

[M6erfan]

You dont include any of the S-o correspondence

Condolences on your fathers passing

 

[Whatfield]

This was Snap On's reply.

Hello Will,

Thanks for contacting Snap-on Tools.

We understand what this ratchet means to you,and we really apologize for this situation.
Unfortunately the F711 is back to the Seventies and the plate cover is discontinued with no replacement.
We apologize for the inconvenience

 

[markhm]

You sent the perfect reply to Snap-on.

 

[rlitman]

You sent the perfect reply to Snap-on.

How so? A warranty does not cover sentimentality, and I think it is completely unreasonable to expect it to.

If SO was willing to replace your ratchet with one that works, then they've honored their half of the bargain. Period.

 

[Dingleburry]

Sorry about your father.

How so? A warranty does not cover sentimentality, and I think it is completely unreasonable to expect it to.

If SO was willing to replace your ratchet with one that works, then they've honored their half of the bargain. Period.

I agree. And to add, are they going to keep on hand 1000s of punch dies and forging dies just to replace that one part once a year?
And for every other part of said ratchet, and the 1000's of other discontinued tools? Or remake them?
I wouldnt think so myself.

 

[dirtydogintex]

The tool mfg's bring on much of the warranty headaches and bad feelings themselves.


Penny wise....

 

[markhm]

The Snap-on reply was that the ratchet is old, parts aren't available, good-bye. They offered him nothing.

 

[Gmonkee]

There is a mountain of stuff out there that has no factory support anymore.

Just a fact of life. I have repaired many olf tools over the years by making my own part. That includes ratchets. All with basic hand tools in rudimentary shops.

OP you are lucky the maker still exists and moreso they responded. I cannot do that for antiques.

My Neverstall multitool pliers has a thumbwheel taken from an old Ford adjustable to repair it. The damaged donor wrench was repaired back to functional with a new method.

And my son loves we were part of the history of both old wrenches. One day both will be his.

 

[aka Larry]

I'm curious, shouldn't someone at Snap-On be able to cross reference that a cover for the newer FV71 will fit the old F711 LS? If I'm reading it right, that, along with a rebuild kit, is what the OP did to solve his problem.

 

[dan360]

So did you ask for parts for a 40+ year old ratchet and they offered a complete new one as a replacement?

Or did they tell you to kick rocks and you can’t have anything?

 

[dan360]

The Snap-on reply was that the ratchet is old, parts aren't available, good-bye. They offered him nothing.

Doubtful. They will replace entire tools covered under their lifetime warranty if a replacement part is no longer available.

If the part has failed. Not lost, not abused, etc.

There is data missing in this story.

 

[Reborn]

All those concerns about finding parts for old car restorations are assuaged! Just email the manufacturer!

You are being unreasonable. I would build a cool display case mounted to the wall in the garage somewhere to showcase it and use another, functional, ratchet for work.

 

[lis2323]

Doubtful. They will replace entire tools covered under their lifetime warranty if a replacement part is no longer available.



If the part has failed. Not lost, not abused, etc.



There is data missing in this story.

I agree.


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[dan360]

I'm curious, shouldn't someone at Snap-On be able to cross reference that a cover for the newer FV71 will fit the old F711 LS? If I'm reading it right, that, along with a rebuild kit, is what the OP did to solve his problem.

Will in Customer Support probably barely knows what a F71 or F711 is much less what cross references with what.

That would have to go to engineering, etc and the cost per hour of doing so for a 40 year old tool to a multi national multi billion dollar corporation is too much headache when a brand new ratchet mailed out is a simple 2 minute deal.

Hate to sound harsh but that’s how they are thinking. As do every other big corporation for the most part. And many small mom n pops too.

Sometimes it goes different and makes a feel good story which sounds like that’s what the OP was hoping for. Didn’t work out but that’s no reason to dog on SO.

However that’s a prerequisite for GJ cred it seems like sometimes.

My dad left me a bunch of Los Angeles CA Proto tools. When they fail Proto 2018 won’t take the time to hear my story they will just tell me to go to Tacoma Screw and exchange it for a new one.

 

[M6erfan]

OP indicates that S-o offered to replace the ratchet. Warranty upheld. End of story.


5 bucks this goes at least 4 pages... Any takers? Over/under?

 

[Whatfield]

I was not looking or wanting a free tool or replacement. I would have gladly bought t hff e parts I needed to fix the ratchet. Snap On could have at the very least provided me with an alternative to fixing my ratchet. I figured out myself. The ratchet is working great. As far as the poster with the comment of thousands of cast parts that have been discontinued, I'm sure someone at Snap On could have steered me in the right direction. I can buy any Snap On tool I want. It would have been awesome if someone from Snap On would have stepped up and offered a solution. That would have been an awesome story for this forum.. .don't you think???

 

[dirtydogintex]

I've dealt with SO customer support women who I believe would've been capable of finding a replacement in this case.... they have for me in the past for other parts.
Don't sell customer service short before giving it a shot or two.

 

[M6erfan]

I was not looking or wanting a free tool or replacement. I would have gladly bought t hff e parts I needed to fix the ratchet. Snap On could have at the very least provided me with an alternative to fixing my ratchet. I figured out myself. The ratchet is working great. As far as the poster with the comment of thousands of cast parts that have been discontinued, I'm sure someone at Snap On could have steered me in the right direction. I can buy any Snap On tool I want. It would have been awesome if someone from Snap On would have stepped up and offered a solution. That would have been an awesome story for this forum.. .don't you think???

So this isn't about their warranty but their CS?

IMO, and I want to be careful here, but the ratchet is warrantied to "the original purchaser". It sounds like the ratchet is now, by letter of their warranty statement, out of warranty.

 

[M6erfan]

... I'd have to see the warranty as confirmation of what both you and I believe to be true.

Very good point. I am going by what I've read here on GJ, I do not actually know what S-o's warranty is on ratchets.

 

[rlitman]

The Snap-on reply was that the ratchet is old, parts aren't available, good-bye. They offered him nothing.

Wrong. They offered nothing, only in return for his unreasonable request. To say that their warranty is worthless paper is pure hyperbole, as SO's paper warranty places no value on and does not cover sentiment.

Doubtful. They will replace entire tools covered under their lifetime warranty if a replacement part is no longer available...

Well, to a degree, so long as SO still makes a comparable replacement. In this case, they still make long handled flex shaft 3/8" drive ratchets, and would have offered one of those as a replacement.

I have personally run into situations where SO no longer makes comparable replacements, and then yeah, you're out of luck. Which strangely actually gives you less recourse than Sears offers. In the case of Craftsman, if no replacement is available, they'll refund you the last cash retail price of the tool.

 

[Toothaker]

OP indicates that S-o offered to replace the ratchet. Warranty upheld. End of story.


5 bucks this goes at least 4 pages... Any takers? Over/under?

I'm in for 6 pages.

 

[M6erfan]

...In the case of Craftsman, if no replacement is available, they'll refund you the last cash retail price of the tool.

And that worked out well for Sears...

 

[M6erfan]

Put me down for 6 pages.

Noted. "Tiny" will be by to collect...

 

[Robert Haas]

I as a Snap On owner, find this thread infuriating. It pisses me off to think that people now expect a company to not only warranty their product for life, but to somehow go out of their way to hodge podge together a tool out of spare parts just to make some sentimental tool polisher whole.

Then said tool polisher craps on the company and say the warranty is not worth the paper it is written on....


Pound sand

 

[dkroth]

"Hey, I'm new here. Smell my *************! Doesn't it smell bad! No really. Get a real good whiff"





.

 

[Yarpo]

Noted. "Tiny" will be by to collect...

Ill split the difference, put me down at 5.

Sounds to me like them offering a warranty (replacement) on that ratchet means they've upheld their warranty. You didn't take it for your own reasons, and rightful so, but they fullfiled what I would see as very basic CS and warranty concerns all in one

 

[dan360]

Wrong. They offered nothing, only in return for his unreasonable request. To say that their warranty is worthless paper is pure hyperbole, as SO's paper warranty places no value on and does not cover sentiment.



Well, to a degree, so long as SO still makes a comparable replacement. In this case, they still make long handled flex shaft 3/8" drive ratchets, and would have offered one of those as a replacement.

I have personally run into situations where SO no longer makes comparable replacements, and then yeah, you're out of luck. Which strangely actually gives you less recourse than Sears offers. In the case of Craftsman, if no replacement is available, they'll refund you the last cash retail price of the tool.

True true although the few times I’ve had personal experience with long gone catalog items they found something that would work or offered an equivalent dollar amount on a gift card.

They warranted a puller part for us that was originally in a kit sold in 1954, so Snap-on sometimes they can fulfill these GJ feel good stories.

Guess the special treatment patrol wasn’t clocked in the day the OP emailed with his feel good story sales pitch. Sorry.

 

[four.cycle]

It is no more reasonable to expect Snap-on to have repair parts in stock for a 40+ year old ratchet than it would be to pick up the phone and call Ford Motor Company and ask them why they don't still stock a headlight bezel for your 1961 Falcon.

I'm going to say at least 7 pages on this one.

 

[dan360]

So this isn't about their warranty but their CS?

IMO, and I want to be careful here, but the ratchet is warrantied to "the original purchaser". It sounds like the ratchet is now, by letter of their warranty statement, out of warranty.

You have to be a special kind of jerk to Snap-on for them to pull that card.

 

[Cobra5150]

5 bucks this goes at least 4 pages... Any takers? Over/under?

I'm in for 6 pages.

Noted. "Tiny" will be by to collect...

Anyone up for the OPs join date and last log in date both staying Nov 2018???

 

[dan360]

It is no more reasonable to expect Snap-on to have repair parts in stock for a 40+ year old ratchet than it would be to pick up the phone and call Ford Motor Company and ask them why they don't still stock a headlight bezel for your 1961 Falcon.

I'm going to say at least 7 pages on this one.

But I read once on the interwebz that a 74 pinto bezel fits with a little filing and one can also take the fog lamp bezel off a F-750 with the plastic bumper and make it work too.

Can’t believe FoMoCo customer support does not know this. Jerks. I’m gonna go sign up on the big falcon forum and trash ‘em passive aggressively cuz sentimental.

 

[VinceG]

the Warranty is to the original purchaser. I have never had them even ask me if I was the one who bought it. I have warrantied several things I bought used. I have never had a issue getting a discontinued model traded in under warranty for a newer model on of my older ratchets broke and my rep didnt have parts he just swapped for a dual 80. Now I understand you are trying to keep it due to sentimental value. Companies now run on the "Lean" model they dont keep old stuff laying around now. If you dont want a newer model and they dont have the parts for that model then they cant help you. I dont know what you want done

 

[2oolhound]

Once you found out from S-o the rat was discontinued the onus was on YOU to resurrect it which it sounds like you were able to do. It's a good job you did take it upon yourself to resurrect it which is exactly what you should have done at that point or by the same token, we all could dump on you for failing to fulfill your sentimental values to the rat like you're dumping on S-o for not doing what was your responsibility. You expect too much but good on S-o for offering you a new replacement from their current line.

 

[RedneckWelder]

I’ll give you a counterpoint to this thread about SO’s customer service with an inherited ratchet

I inherited my grandfather’s No. 17 1/2 drive ratchet. Locked up and missing the selector. Snap On man had a kit for it on his truck and popped it in then looked up the date code for it...1940. I also inherited a 15/16 Socket with the same date code.

I even offered to pay him for the kit since I was obviously not the original customer but he refused to take my money

 

[Mgdoug3]

This wouldn't have been a problem if your dad bought a S-K ratchet.

 

[scubadoober]

"Educate yourself and you won't have to rely on the stupidity of others"

I'm in for the over.

 

[M6erfan]

A chance for a hijack/tension breaker.
ScubadUber,

I want to get ride of two Pegasus Sea horse tank mount scooters and a Farralon mark 8, and two eyesea units with one receiver.
Also a good bit of vintage collectables.
None of it under warranty, but you can call and try.
Any interest?

Hijack, hopefully, not over.

Take it outside guys. We've got a running bet on # of pages in this thread. Don't need your scuba gear stinking it up.

 

[pelletman]

I'm in for the over. I haven't warrantied much with SO, but I have been extremely happy with what I have warrantied.

 

[KSB]

I’ll give you a counterpoint to this thread about SO’s customer service with an inherited ratchet

I inherited my grandfather’s No. 17 1/2 drive ratchet. Locked up and missing the selector. Snap On man had a kit for it on his truck and popped it in then looked up the date code for it...1940. I also inherited a 15/16 Socket with the same date code.

I even offered to pay him for the kit since I was obviously not the original customer but he refused to take my money

I had a similar experience with SO customer service regarding a broken wrench of my Grandfathers. I sent an email advising them it was my Grandfathers and I asked if they would warranty the broken wrench for me. I had a new one in the mail by the end of the week.

I ended up making him a nice plaque for giving me his tools and mounted both wrenches on it for him.

Excellent customer service in my experience.

I completely understand the OP’s desire to keep his fathers ratchet but agree that it would be hard for any company to keep stock that long for replacement parts. The customer service representatives are only able to look at part numbers and catalogs. They are not engineers that would recognize that “Part A” is a lot like “Part B” and would work for that application.


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