Snap-on.com new shipping policy?

[ChevyEFI]

Personally I don't really care about their new online policy. My biggest gripe is they removed the "specs" part of the tool pages that showed measurements.

Ummmm....what?

A broke ****, worrying about hundredths of an inch difference of a tool, isn't profitable to them.

A customer who actually buys product will modify it to work or buy something else, and move on with their day.

Your point is "They're not catering to the non-profitable sector of the market who spend more time talking than working. Waaaaaah. "

A big business with growth doesn't chase details that don't build profit.

Are they having some financial troubles or something that's causing all this screw you to the customers?

With well-executed change, comes growth. If you stay idle, your profits dwindle.

 

[Lassen Forge]

This will make things interesting around here for awhile.

Thanks for the info.

Yep... um...

Just a moment.

Oh yeah...

(I kinda like that one...)

You're welcome. Again.

 

[mrjaw14]

An important aspect of business is goodwill development. Large government orders are one underbid away from being lost a lot of times. then they'll wish they had some of the goodwill they are destroying. Many of Snap-On's customers are customers today because that's what granddad used, and it's what professional tool users use. I don't use tools professionally anymore, and many of my friends that still do are not as brand-loyal as they used to be. many of them will buy tekton, SK, or Proto off amazon and have it there before their snap on dealer decides to stop by. It can't cost Snap On that much to be friendlier to the guys without dealers. Without goodwill, SK would be out of business. Go read SK's warranty statement on their website. it's specific to the tool, not the purchaser. They understand they have to be friendly to people who want to buy their stuff. They charge shipping, but it's more reasonable. Snap On has a facility here in TN so I try to support them, but they are making that really hard when they say don't bother if you don't have what they want you to spend.

 

[M6erfan]

A broke ****, worrying about hundredths of an inch difference of a tool, isn't profitable to them.

A customer who actually buys product will modify it to work or buy something else, and move on with their day.

Your point is "They're not catering to the non-profitable sector of the market who spend more time talking than working. Waaaaaah. "

A big business with growth doesn't chase details that don't build profit.


With well-executed change, comes growth. If you stay idle, your profits dwindle.

Dude, what's your problem??

First off, I want to see specs so I can see things like socket height, ratchet length, wrench length, etc. to make informed choices.

Second... "broke ****" Seriously? Lol, Go f*ck yourself

 

[Yarpo]

A broke ****, worrying about hundredths of an inch difference of a tool, isn't profitable to them.

A customer who actually buys product will modify it to work or buy something else, and move on with their day.

Your point is "They're not catering to the non-profitable sector of the market who spend more time talking than working. Waaaaaah. "

A big business with growth doesn't chase details that don't build profit.


With well-executed change, comes growth. If you stay idle, your profits dwindle.

I'm confused, one of the very basic core features of a tool are its dimensions. If the product I'm buying doesn't fit, I will search elsewhere. Should I be buying a Snap on ratchet with plans to grind it down? Lol...

 

[BigBoreFan]

Maybe it's just me, but if I have to do a "custom grind" to get my tools to fit, I'd rather grind up Harbor Freight than SnapOn, just sayin.

I wouldn't worry about all this. I'm sure SnapOn has the brightest MBAs money can buy and consultants from the likes of McKinsey. They may even have Goldman Sachs on board. It will all be fine, until it's not.

 

[pi_guy]

Maybe it's just me, but if I have to do a "custom grind" to get my tools to fit, I'd rather grind up Harbor Freight than SnapOn, just sayin.

If I have to machine a socket I try a HF one first, of course the last three that needed to be machined were Snap On as HF did not have that size. SO sockets are much more difficult to machine with heat treating and materials used.

 

[Skin]

Personally I don't really care about their new online policy. My biggest gripe is they removed the "specs" part of the tool pages that showed measurements.

Something is wrong with your browser perhaps but dimensions are still listed, you just scroll down.

 

[WittHay]

If I have to machine a socket I try a HF one first, of course the last three that needed to be machined were Snap On as HF did not have that size. SO sockets are much more difficult to machine with heat treating and materials used.

Yeh I have heard the new HF sockets are soo soft that you can just take a buck knife and whittle them down to the size you need. lol

If you truly need something, you will buy it. If you truly need something, you will seek it out in an efficient manner.

Scraping the web and maybe considering something if it meets your perceived criteria isn't done by someone who is a true buyer of a high-end business model.

Buy the tool, grind it to fit, get the job done, is.

I agree and disagree. I agree you dont play around on the computer or phone comparing prices on tools that you need immediately

But you have to do some research on the tools either by paper catalog or website before you phone in the order. Cant buy a tool from the OTC website but I have researched it a few times for puller reach and spread

You call in the right numbers to the tool truck or parts store and within a couple of hours you have the tool. You dont waste peoples time by guessing and returning stuff

 

[M6erfan]

Something is wrong with your browser perhaps but dimensions are still listed, you just scroll down.

Dang Skin, your right. I was looking for broaching depth on the 3/8" metric mid length sockets a couple weeks ago and was bummed that they didn't show the specs. I see it now though. Not sure if it was on my end or their end

 

[bob15]

Dang Skin, your right. I was looking for broaching depth on the 3/8" metric mid length sockets a couple weeks ago and was bummed that they didn't show the specs. I see it now though. Not sure if it was on my end or their end

Your end. They added the COO after their new website launch, but the dimensions were always there.

 

[zendriver]

so companies offer a lifetime warranty until it gets too inconvenient/expensive for them

Why wouldn't any business run this way?

Their very first responsibility, is to operate their business profitably.

 

[bob15]

so companies offer a lifetime warranty until it gets too inconvenient/expensive for them and guys who don't have receipts for things bought years ago are screwed? What about cash deals with a dealer? Are they having some financial troubles or something that's causing all this screw you to the customers?

Abuse of the warranty policy, which costs the company a ton of money. People buying 2nd, 3rd, 4th-hand worn out tools and returning them for a brand new one. That is warranty policy abuse. It even states it in older catalogs, but they (snappy) were still being generous. they are just tightening up a bit.

LLBean did the same a year or two ago. For the same reason. Warranty policy abuse.


Shipping policy changes: if you don't like them, don't buy from them. Pretty simple and novel concept.

 

[willbird]

Abuse of the warranty policy, which costs the company a ton of money. People buying 2nd, 3rd, 4th-hand worn out tools and returning them for a brand new one. That is warranty policy abuse. It even states it in older catalogs, but they (snappy) were still being generous. they are just tightening up a bit.

LLBean did the same a year or two ago. For the same reason. Warranty policy abuse.


Shipping policy changes: if you don't like them, don't buy from them. Pretty simple and novel concept.

Plenty of companies offered and offer unconditional lifetime warranty. Some companies later on revise that to be a warranty that only applies to the original purchaser. Some companies like Grainger will offer warranty on a part or device from the day of install for a buyer who puts items in crib stock. It just depends on how much the company wants your $$.

It only "costs them a lot of money" if you would buy a NEW ratchet to replace the broken one you have because you did not save a receipt from 1986. Economy of scale says that if you make thousands of ratchets the unit cost of mfg is very low. What is the real cost of telling a devoted customer who has $10k worth of your product and dreams of having $20k more to go pound sand with his broken tool he bought in 1986 ?

Bill

 

[BarryWells]

Here's the memo:


Dear Customer,
We regret to inform you that we've had to change our shipping policy. Orders from SO.com will now incur a shipping and handling charge in order to maintain our everyday low prices.

they should set up a Strap-On PRIME for $ **/ yr.

 

[willbird]

they should set up a Strap-On PRIME for $ **/ yr.

Not many folks can stay bent over for a whole year hehe.

 

[techieman33]

they should set up a Strap-On PRIME for $ **/ yr.

If your buying that much from the site they're going to want you to go through a dealer anyway.

 

[bob15]

Plenty of companies offered and offer unconditional lifetime warranty. Some companies later on revise that to be a warranty that only applies to the original purchaser. Some companies like Grainger will offer warranty on a part or device from the day of install for a buyer who puts items in crib stock. It just depends on how much the company wants your $$.

It only "costs them a lot of money" if you would buy a NEW ratchet to replace the broken one you have because you did not save a receipt from 1986. Economy of scale says that if you make thousands of ratchets the unit cost of mfg is very low. What is the real cost of telling a devoted customer who has $10k worth of your product and dreams of having $20k more to go pound sand with his broken tool he bought in 1986 ?

Bill

Re-read what I said. A devoted customer isn't the 3rd or 4th owner of that junk ratchet. Warranty abuse is when you go to a flea market and buy junk tools and try to warranty/exchange them for brand new tools. Furthermore, go read the Snappy catalogs of 10-15 years ago and see what their policy states.

Snap On corporate (for this example) knows what you have warrantied in the past if you aren't using the truck. They know if you are abusing the return policy or not and will treat people accordingly. I have warrantied tools I bought in the early 1990's, but it was only a couple items. No issues or questions asked. If I was trying to make a complete 1/2 drive socket set by returns in the matter of a couple months, they would probably not be as receptive and tell you about the written in stone policy about needing a receipt.

And how much money loss is enough to where you stop having that unconditional warranty policy? Any idea how much LLBean money was lost in warranty over the last 5 years of their old return policy? How about 250 million dollars. Our local paper had a write-up about a worker at LLBean "Goodwill" a button-down shirt. Several weeks later a person was at LLBean trying to exchange that same shirt for a brand new one. that is warranty abuse.

As for plenty of other companies with unconditional warranty policy's......you might want to read the real fine print.

 

[willbird]

Re-read what I said. A devoted customer isn't the 3rd or 4th owner of that junk ratchet. Warranty abuse is when you go to a flea market and buy junk tools and try to warranty/exchange them for brand new tools. Furthermore, go read the Snappy catalogs of 10-15 years ago and see what their policy states.

Snap On corporate (for this example) knows what you have warrantied in the past if you aren't using the truck. They know if you are abusing the return policy or not and will treat people accordingly. I have warrantied tools I bought in the early 1990's, but it was only a couple items. No issues or questions asked. If I was trying to make a complete 1/2 drive socket set by returns in the matter of a couple months, they would probably not be as receptive and tell you about the written in stone policy about needing a receipt.

And how much money loss is enough to where you stop having that unconditional warranty policy? Any idea how much LLBean money was lost in warranty over the last 5 years of their old return policy? How about 250 million dollars. Our local paper had a write-up about a worker at LLBean "Goodwill" a button-down shirt. Several weeks later a person was at LLBean trying to exchange that same shirt for a brand new one. that is warranty abuse.

As for plenty of other companies with unconditional warranty policy's......you might want to read the real fine print.

I'm not going to suggest you re read anything. I will just state again that they will LOSE money with this move not gain money. They are not the first company to rescind an unconditional lifetime warranty (whether that was the written policy or not). I'm not sure how anybody could tell my first generation tools from 4th generation tools except mine have been well stored. Snap on tools truck visited a shop across the street from my dads shop, and one of his employees had a lot of snap off tools. So we bought a few items. I for darn sure do not have a receipt from 1981-1986 time frame. Also where I live and work now there for darn sure are no snap on trucks visiting.

Bill

 

[bob15]

I'm not sure how anybody could tell my first generation tools from 4th generation tools except mine have been well stored.

Bill

I said tool owner, not tool. Original owner (1 st gen) sells tool to neighbor (2nd gen) who sells it to his friend (3rd gen) who sells it at flea market (4th gen) who now sends it in to Snap On for a free replacement. Why should that final person get a free tool when it states in the catalog (at least in 2003, probably earlier) to the original purchaser only?

And again, it is for the return abuser, not the return one tool in 5 years person (I speak with experience on this)

As for the dating of your tool, it is easy: besides just looking at the logo, they have a date code stamped on them and/or change the tool part number (usually snappy will add a suffix to the tool number).

As for Snappy losing money....doubt it. They make the most money on industrial accounts, not someone like yourself that bought a couple tools back in '86. People (like many on GJ) keep saying Snappy's prices are too high and they will be losing money soon because Joe Grease Monkey cannot afford to buy that wrench set, but yet they still managed to squeak out 3.7 billion dollars in revenue in 2018.

As for Snappy charging for shipping, it won't effect them negatively. It will probably increase their sales because it will make some make that decision, pay for shipping or spend another 12 bucks in tools and get free shipping?

 

[RKA]

Getting back to their shipping policies...Yesterday I placed an order from Mac for a specialty socket set. Previously I would have looked on SO’s site, but it was an under $200 order so I went looking on Mac’s site. Never ordered from them before and don’t have a single tool from Mac, but have plenty of SO). Click, ship (free), done.

It’s ironic how B&M’s are falling over themselves to compete in an “online world” but the whiz kids in the SO boardroom are going the other way...penalize the online customer. Maybe they are just smarter than me.

 

[willbird]

I said tool owner, not tool. Original owner (1 st gen) sells tool to neighbor (2nd gen) who sells it to his friend (3rd gen) who sells it at flea market (4th gen) who now sends it in to Snap On for a free replacement. Why should that final person get a free tool when it states in the catalog (at least in 2003, probably earlier) to the original purchaser only?

And again, it is for the return abuser, not the return one tool in 5 years person (I speak with experience on this)

As for the dating of your tool, it is easy: besides just looking at the logo, they have a date code stamped on them and/or change the tool part number (usually snappy will add a suffix to the tool number).

As for Snappy losing money....doubt it. They make the most money on industrial accounts, not someone like yourself that bought a couple tools back in '86. People (like many on GJ) keep saying Snappy's prices are too high and they will be losing money soon because Joe Grease Monkey cannot afford to buy that wrench set, but yet they still managed to squeak out 3.7 billion dollars in revenue in 2018.

As for Snappy charging for shipping, it won't effect them negatively. It will probably increase their sales because it will make some make that decision, pay for shipping or spend another 12 bucks in tools and get free shipping?

Easiest reply here is "you are absolutely correct".

Bottom line they built a rep along with other companies based on tools being a one time purchase, buy once, cry once, if it breaks they replace it. Whatever the written policy the real world policy was "if it is broken we will repair or replace it.

Then it sounds like now you call for a shipping label for your broken tool, and they do not tell you that you need to include a copy of your purchase receipt, they just send your tool back.

To be accurate snap on made money selling the tools I have to a route driver, the driver took care of his customers.

Bill

 

[bob15]

Then it sounds like now you call for a shipping label for your broken tool, and they do not tell you that you need to include a copy of your purchase receipt, they just send your tool back.
Bill

Nope. I just called and told them I broke a deep 3/8 drive socket and they sent me out a new one. I offered to send it back or even take a picture of it and send it to them, but they declined both offers. They asked about a truck and told them I no longer work at the dealership and I have no truck service available. I also offered my employer's name because we do have an industrial account with them, but they too, decline that.

Now, if I called them every couple weeks for broken tools, I believe that their return policy would kick in.

 

[M6erfan]

Oy...

 

[willbird]

Nope. I just called and told them I broke a deep 3/8 drive socket and they sent me out a new one. I offered to send it back or even take a picture of it and send it to them, but they declined both offers. They asked about a truck and told them I no longer work at the dealership and I have no truck service available. I also offered my employer's name because we do have an industrial account with them, but they too, decline that.

Now, if I called them every couple weeks for broken tools, I believe that their return policy would kick in.

I have gotten a lot of stuff replaced by asking what the price is, and including my name and address with the request, quite often the reply is that they shipped me the part I needed. Not Snapper stuff....firearms stuff.

 

[Ign]

getting back to their shipping policies...yesterday i placed an order from mac for a specialty socket set. Previously i would have looked on so’s site, but it was an under $200 order so i went looking on mac’s site. Never ordered from them before and don’t have a single tool from mac, but have plenty of so). Click, ship (free), done.

It’s ironic how b&m’s are falling over themselves to compete in an “online world” but the whiz kids in the so boardroom are going the other way...penalize the online customer. Maybe they are just smarter than me.

like

 

[Wamsutta]

Getting back to their shipping policies...Yesterday I placed an order from Mac for a specialty socket set. Previously I would have looked on SO’s site, but it was an under $200 order so I went looking on Mac’s site. Never ordered from them before and don’t have a single tool from Mac, but have plenty of SO). Click, ship (free), done.

It’s ironic how B&M’s are falling over themselves to compete in an “online world” but the whiz kids in the SO boardroom are going the other way...penalize the online customer. Maybe they are just smarter than me.

MAC has free shipping now?

 

[Skin]

MAC has free shipping now?

Has for a long time. Before the site had it you could get it by phoning in your order.

 

[bob15]

Personally, I use DHL and here is their policy - By ordering DHL services, you, as the Shipper, on your own behalf, on behalf of the person to whom the Cargo is addressed (the "Consignee").

You got me confused.....what does this have to do with the Snap On shipping prices for items you buy from their website?

 

[ATC]

This thread is going on 3 years old....

 

[m6z]

The shipping is too damn high!

 

[Ilikeike]

You got me confused.....what does this have to do with the Snap On shipping prices for items you buy from their website?

I think he just spamming us.

 

[Iridium rand]

Oh it’s old I was gonna say could be in response to the current shipping and supply chain issues, either way wonder how much of a dent it made in their sales, their website being the only way to access their products if you don’t have access to one of their trucks (a large portion of their customers I’d assume) I can only imagine it would be a far bigger loss of sales than they could possibly make back on the shipping charges, not to mention $200 is one of the highest thresholds I’ve ever seen for any company and they’re definitely gouging on the shipping prices given what others have said they were charged

 

[pizza]

now it's $250 for free shipping on hand tools.

$23 to ship two pairs of pliers. i could ship that myself for cheaper. wtf

 

[Odd-job]

now it's $250 for free shipping on hand tools.

$23 to ship two pairs of pliers. i could ship that myself for cheaper. wtf

$250 is pretty easy to spend fortunately or unfortunately. Between a bunch of offset extensions and a set of stubby etorx I've been eyeing I might be able to get to $250 now...

 

[WWheeler]

Yeah I haven't ordered from the Snap-on site since it was free shipping on anything up to $500. Every time I have considered it, like to buy a couple pocket pry bars, as soon as I see the shipping I'm out. They're still sitting in my cart and that's where they will stay as long as shipping costs almost as much as the items themselves.

 

[Farmall450]

Yeah I haven't ordered from the Snap-on site since it was free shipping on anything up to $500. Every time I have considered it, like to buy a couple pocket pry bars, as soon as I see the shipping I'm out. They're still sitting in my cart and that's where they will stay as long as shipping costs almost as much as the items themselves.

Wouldn't prybars be under $500? Even SO ones

 

[WWheeler]

Wouldn't prybars be under $500? Even SO ones

Exactly. That's the shipping deal they used to have for years. That's a screenshot of the last order I placed with them a few years ago before they changed it. Now it's apparently free shipping only for orders over $250.

If I wanted to order the two pocket pry bars today,...


And that's why they will continue to just sit in my cart.

I chose to get a pair of Lisle pocket pry bars instead for under $15 shipped. They are nice.
Are the Snap-on ones worth 4 times as much? I guess I'll never know.

 

[Steve_P]

I understand that shipping is not free, but they could make it "free" at a reasonable purchase amount like $75, or $100 (max). With an online order, they are selling items at the full list price, and cutting out the dealer's profit- which I'm sure is generally 25%+. So even if they gave free shipping on a $100 order that cost them $15 to ship, they'd still make more profit vs you chasing down a dealer and buying from them. But this isn't enough for them- they want the full price of the tool, and to also generally make money on the shipping cost LOL. Oh well. And unless you work in a shop that a dealer stops at, they do not want you to find a local dealer; they don't give dealers the option to be found on the SO website, so this shows that SO wants individuals w/o a dealer to buy from them direct - and to cut their own dealers out of the sale, and for you to pay shipping

 

[William Payne]

I was going to go on a huge tangent, but all I will say is you guys don't realize how good you have it in the USA. You are all spoiled.