Snap-On customer service

[Conductor562]

About 3 weeks ago I order a couple of the SPP744 ratchet servicing tools from Snap-On. On November 30th I got a post card from UPS saying that my address was invalid and my package would be held at their office until November 27th, some 3 days BEFORE the notice arrived. This makes no sense because UPS has delivered to my house at least 100 times, but whatever. Today a fellow from Snap-On called to confirm my address and he was the nicest customer service rep I've ever talked to from any company. He offered to overnight my package to me and he was apologetic almost to the point of annoying me. It wasn't a big deal but it was nice to know they cared enough about my $4 order to go in the hole by overnighting it to make me happy. I declined the overnight shipping for that reason but I am happy with their handling of the situation which wasn't their fault to start with.

 

[rshadd]

So they could send a post card to your address but not a package? I don't get it.
At least they called and got it figured out.

 

[Conductor562]

Yea, kinda ironic isn't it. UPS has delivered here at least 100 times and has always been reliable compared to FexEx. They sent the post card to the same address that they said didn't exist. FedEx pissed me off a year or so ago because I paid for 2nd day air on my MacBook Pro and by the 2nd day it was tracked to their distribution center 30 minutes from my house. For 4 days they failed to deliver it because of "Snowy or icy road conditions" despite the fact that it was 50 degrees each day and hadn't snowed in 3 weeks. I finally had to go pick it up myself on my off day. I've never had any issues with UPS though. I live in town, it isn't like I'm out in the sticks or something.

 

[kunkernator]

Customer service is what makes a company in my opinion. If I can talk to a person that isn't pissed off because they are sitting at a desk all day, I am much more willing to purchase a product from them.

Even better in your case when Snap On called you. I don't see that too often, so you know they actually care about their customers.

 

[Conductor562]

This was my first dealing with Snap-On but I was very impressed!

 

[nyrapscalion]

funny...at my last job the snap-on guy wouldn't even stop his truck for us. 20 + guys in the shop...we all need something. OK... next step...hello SK...yes I'd like to place an order..

 

[G1GRANDEUR]

funny...at my last job the snap-on guy wouldn't even stop his truck for us. 20 + guys in the shop...we all need something. OK... next step...hello SK...yes I'd like to place an order..

snap-on truck guys are not employed by snap-on company. so they care less.