Snap On Dealer
- Thread starter dfox1234
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HighOctane
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- May 10, 2006
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Ya why would the neighbor care if you had the snap on truck stop in?
Its your house!
Its your house!
Blacknwhitepit
Well-known member
dfox1234 said:
If you can get him to come by (Insurance and robbery were the reasons why the Snappy guys would not come by my house, even though I live in a nice safe suburb). Both my dealers flatly refused to make "house calls". If you get him to come by, let us know. If you owe him a lot, maybe he will come around. They just don't wan't to make another trip unless it means some more $$$ to them. Just business, nothing personal, that is how I took it.
-bwp
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milly
Well-known member
The only way my Snap-On dealer will come by a customers house is to drop off the customers old tool box, if he is not trading it in. The Snap-On guy does this as a service to loyal customers.
My dealer, when I lived in town used to stop by my house. The dealer that has the route in my new location, said no problem, he would be glad to stop by the new place. I have not had him come by yet, as I have really have not purchased much lately. The little I did, I got from the old guy.
William..
William..
PAToyota
Well-known member
I give my local guy a call and he is more than willing to stop in at the fast food joint down the road from my office during the day. He's a good guy and I've thought about asking him if he'd be willing to swing past the house for a "garage party" some Saturday - explain I'm getting a bunch of the guys together and they could get what they needed. Heck, the womenfolk have their Tupperware and Pampered Chef parties!
l_bilyk
Well-known member
a tupperware party for guys... hahaha... thats a good way of looking at it 
PAToyota said:
That's a darn good idea, in more ways than one.
The web sales of Snap-On tools have to be taking a chunk out of the local dealers' business. People wanting the tools, but not having the opportunity to see the local dealer, will buy there.
If the dealer would go for the "party" idea, he could gain some more customers in his territory, while making it worth his while to show up.
The only catch might be the fact that the dealers' routes are based on specific businesses in a general area rather than strictly geographical boundaries. Snap-On corporate might consider any non-business customers to be it's customers via the web.
I don't know if this is the case, but can tell you that I emailed Snap_on support about a warranty (ratchet rebuild kit) and they said they couldn't help me. I would have to contact my local dealer. I don't see a dealer regularly any more, and I would hate to show up and ask about a warranty first thing.
I've been on the truck many times when guys would walk in off the street demanding warranties on tools they stole or bought at a yard sale, etc.
If you could get some guys together, and make it a regular thing, I think the dealer would be enthusiastic....and you would all become regular customers.
cc_rider
Well-known member
There's gotta be a mechanic within a reasonable distance from you. Just get the Snap-On guy to drop you a line when he's gonna be at the mechanic's place. Two birds, one stone.
In Texas I cannot imagine a Snap-On dealer not having at least one, uh, 'security system' in his truck; it seems unlikely a criminal would get out alive.
c.
In Texas I cannot imagine a Snap-On dealer not having at least one, uh, 'security system' in his truck; it seems unlikely a criminal would get out alive.
c.
thecarfarmer
Member
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- Sep 19, 2006
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- 20
When I went from working in an automotive shop to doing the maintenance for a food processor, I could no longer get snap on to sell me tools, or warranty the ones they'd sold me.
Well, that's not completely true: I was told to look around for a snap on truck and get on when he stopped.
******' assholes woulda' continued to keep my business; I've bought an amount of stuff without a tool truck. But I refuse to beg someone to allow me to do business with them. If I go back to spinning a wrench on cars, you can bet I'll tell the snap on dealer where he can go put his tools.
-bill
Well, that's not completely true: I was told to look around for a snap on truck and get on when he stopped.
******' assholes woulda' continued to keep my business; I've bought an amount of stuff without a tool truck. But I refuse to beg someone to allow me to do business with them. If I go back to spinning a wrench on cars, you can bet I'll tell the snap on dealer where he can go put his tools.
-bill
Uncle Buck
Banned
thecarfarmer said:
Yup, That is a perfect description of the wonderfull warranty service experiences I have had with Snap-On as well. I love their tools, but quit paying the premium price for new Snap-On tools years ago, for all practical purposes no warranty whatsoever unless you wrench in a shop on their route, or owe them as buttload of money. I have always had excellent warranty help from sears, but the irony is I have had less problems with broken tools from sears than I have with Snap On, and I do not abuse any of my tools regardless of the brand. I had mr snappy give me an old used prybar with a handle that did'nt match the rest of my set to warranty a prybar I bought new as part of a set only a few years before. The pry blade was not broken, but the handle developed a crack in spite of never being hit with a hammer. Mr snappy told me to be thankfull I got anything since Snap On does not warrant screwdriver/prybar handles, only the steel blades! (This was my best warranty experience with Snap On to date) at least I got a mismatched used tool to replace the one I bought new! I prolly have twenty worse stories than that! This entry will surely draw some heavy fire as most folks here are not interested in hearing about poor service from mr. snappy!
kartracer55
Well-known member
- Joined
- Jun 21, 2005
- Messages
- 5,317
Snap on is a pain in the *** if your trying to get a ratchet warranty as well.
Anybody have any better luck with matco or mac tool guy?
I heard Matco is bending over backwards to win over customers from people being disappointed with snap on. I am trying to find a good local source for decent tools. HF is the pits and sears just has the basics when it come to automotive tools. Its hard to beat the tool trucks for specialty automotive tools.
Dean
I heard Matco is bending over backwards to win over customers from people being disappointed with snap on. I am trying to find a good local source for decent tools. HF is the pits and sears just has the basics when it come to automotive tools. Its hard to beat the tool trucks for specialty automotive tools.
Dean
kartracer55 said:
Yes...I contacted them about getting a ratchet repaired. I offered to pay shipping both ways. I explained I am no longer in the business.
They told me I would have to find the local dealer to deal with it, but weren't able to tell me who that is....
eschoendorff
Well-known member
wilbilt said:Yes...I contacted them about getting a ratchet repaired. I offered to pay shipping both ways. I explained I am no longer in the business.
They told me I would have to find the local dealer to deal with it, but weren't able to tell me who that is....
Bullsh**. Whoever you talked to did not represent the company very well. I am anything but a Snap On flag-waver. But everytime that I have ever called their cust service, they have been very helpful and professional. In the meantime, try this:
http://snapon.com/customer_service/dealer_finder_pg1.asp
Junkman
Well-known member
Most of you are thinking of the Snap-On truck as being part of a large corporate chain. Each truck is individually owned and operated as a business by either a driver or the representative of the franchised owner. Snap-On doesn't control these businessmen, they make there own hours, and ways of doing business. They are "supposed" to follow the rules of the company concerning warranty, but they are under no obligation to warranty anything that they didn't sell. Not many of them will carry this to the extreme, but like any business, there are a few that don't understand customer service. I have been out of the industry for over 35 years, and I have yet to have any warranty problems with any Snap-On dealer when I go onto the truck. If they have what I need, they usually will exchange it on the spot. If they don't, then they will offer to get it for me and I can meet them at any one of there stops for the exchange. I have never had any of them refuse to warranty any item. One Snap-On dealer even offered to take some of my Mac tools and have them exchanged for me with the Mac dealer. This Snap-On and Mac dealer both understand customer service and work together. The only ratchet that I couldn't get repaired on the spot is my 3/8" drive on a 1/4" frame. He didn't have a kit for that one. It is all about attitude. If you go on the truck with a bad one, then your experience is going to be bad. If you are patient, wait till his paying customers are finished, and are polite to them, they will also treat you with respect and deal with you problem tools.
Uncle Buck
Banned
Junkman said:
I say BULL_ _ _ T!
Junkman
Well-known member
hholmberg said:I say BULL_ _ _ T!
It is all about attitude.....
Now, I understand yours.... 
Uncle Buck
Banned
Junkman said:It is all about attitude.....
Ya, I had a sneakin hunch you would keep on stumpin for mr snappy, it's a Damned shame you have not been on the receiving end of some of my worse warranty experiences with S/O, and as to my attitude, please, you dont know a blessed thing about me! I have met a few folks like you in my time, always want to explain away poor service on a forum like this to a guys attitude when as I said before, you know nuthin! Sheesh!
Junkman
Well-known member
OK..... tell me what I said that is wrong. Take your time, I am patient...
I've had good service from the Snap on dealer in my area; even better service from the Matco guy ..
Uncle Buck
Banned
Junkman said:
The way you made your position it gave the appearance that the only reason I ever had any problems would be that I was perhaps pushy, rude, impatient or unreasonable. In fact, that is not true. I certainly understand you must wait your turn, be polite, treat another as you would wish to be treated, and understand that the tool man may not have a replacement for your non-abused tool (as has been my case) and you may have to wait, or the tool may have been discontinued and you may have to settle for the next best thing. I understand and abide by every bit of that.
I think the frustration for those like me who do follow the golden rule and repeatedly have gotten the short end from multiple representatives of this company is that you ultimately give up and write them off as I have done.
So forgive me if I come off as a bit testy over this issue, but I know my poor warrenty service was not for lack of manners, presentation, or the proper attitude or approach when dealing with others.
wantedabiggergarage
Member Emeritus
Re: Snap On Dealer My personal experience & $.02
Member of the Craftsman club, here. I buy and use mostly Craftsman and SK, due to the warranty. I know Snap is SUPPOSED to be "gold" but.
Our only driver is a Mac driver, and I buy very little from them, due to NOT REALLY KNOWING WHERE IT IS MADE (see the Stanley FTC lawsuit, most recent fine I know of from June 2006).
Yes Craftsman has SOME stuff that is made oversea's (not talking about power tools here, this is more a hand tool forum discussion anyway), but I either don't buy it, or buy it knowing where it is from, at a price I can live with (expectations).
Our last Matco guy didn't last long, and threated over half his route (good chunk of police actions, guy was nuts, couldn't handle the stress of the job and wasted rich daddies money). Before him, it had been at least six years previous, no Matco guy. We had one ratchet warrantied, and had to call corporate to find out it really was a Matco (so old).
Snap~On, no local driver (yet again), gone through several, they don't like to warranty anything, and you can't get the warranty done if you don't have a driver (local regional manager won't let neighboring driver cross lines, see other post). They do make some good stuff, but they also sell some (censored) and when it is effectively warrantyless, not worth more then the Craftsman. The majority of my Snap~On stuff, is either from Ebay, estate sales, or a deceased friend, do to having more of all three, then ever having a driver.
Sorry for the
I know this thread is like 
because not everyone has the same experiences.
Member of the Craftsman club, here. I buy and use mostly Craftsman and SK, due to the warranty. I know Snap is SUPPOSED to be "gold" but.
Our only driver is a Mac driver, and I buy very little from them, due to NOT REALLY KNOWING WHERE IT IS MADE (see the Stanley FTC lawsuit, most recent fine I know of from June 2006).
Yes Craftsman has SOME stuff that is made oversea's (not talking about power tools here, this is more a hand tool forum discussion anyway), but I either don't buy it, or buy it knowing where it is from, at a price I can live with (expectations).
Our last Matco guy didn't last long, and threated over half his route (good chunk of police actions, guy was nuts, couldn't handle the stress of the job and wasted rich daddies money). Before him, it had been at least six years previous, no Matco guy. We had one ratchet warrantied, and had to call corporate to find out it really was a Matco (so old).
Snap~On, no local driver (yet again), gone through several, they don't like to warranty anything, and you can't get the warranty done if you don't have a driver (local regional manager won't let neighboring driver cross lines, see other post). They do make some good stuff, but they also sell some (censored) and when it is effectively warrantyless, not worth more then the Craftsman. The majority of my Snap~On stuff, is either from Ebay, estate sales, or a deceased friend, do to having more of all three, then ever having a driver.
Sorry for the
I know this thread is like because not everyone has the same experiences.Junkman
Well-known member
wilbilt said:
My comment about attitude is because of this statement highlighted above, and not directed toward any one member of this website. I will say that whenever someone responds to a post that I have made with nothing more than "BS", I do find that to be offensive. Feel free to disagree with me, but don't accuse me of BS. I always treat others with respect, and expect the same in return. Junk...
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Uncle Buck
Banned
Junkman said:
Fair enough, so are we good?
Junkman
Well-known member
Yup.......
My Snap-On guy runs four different trucks, including one that's about the size of my garage. His wife works in the store/warehouse, so whenever I need anything, I just give her a call and swing by to get it. They give me a 10% discount, which is not great, but better than nothing, and I've had no problems getting thnings replaced under Warranty. I also have a Snap-On distribution center nearby, and I've picked things up at will-call there w/o any problems. So far, I've had good luck. One other thing, I'm always taking welding or machine shop or some other classes at the local community college, and you can get some real deals if you're a student, like close to 50% off list. I bought most of my socket sets, ratchets and combination sets that way.
kythri
Well-known member
You know, I've got to say, while I think a poor attitude on either side of the customer/vendor relationship is uncalled for, from the vendor's standpoint, it really doesn't matter whether or not he/she sold the particular product in question.
What happened to customer service? I'm not saying that it's right, but I remember a day when crazy-nuts screaming ranting customers were treated with the utmost of respect. These days, vendors, salespeople, etc. feel that it's acceptable just to scream right back.
Snap-On dealers are a licensed representative of the Snap-On corporation. Snap-On tools supposedly have a lifetime warranty that rivals that of Sears Craftsman. If an owner of Snap-On tools has broken/defective tools that can't be easily explained away as abuse, it is the duty of the driver to replace those tools, or to assist in their replacement.
Now, I personally don't have any direct experience with being a Snap-On customer, but, I can personally attest to the attitude of drivers and and them dragging their feet on a warranty issue (or outright refusing to warranty) broken/defective tools - and this is to former customers.
I've got a couple friends who, oddly, still beat the drum for Snap-On. One is a former heavy-equipment repair tech, the other is a former auto service tech. Both have extensive collections of Snap-On tools in Snap-On boxes that they got Snap-On Bent Over with Snap-On Credit - but they paid their bills in full.
I've been with one of them on two different occasions when he visited his former employer on Snap-On day, and the other, four different occasions, when he tracked down the Snap-On rep (and these are just the times *I'VE* been with them on a warranty-replacement quest). Two different reps, same poor attitude. They're not making any money off of the former customers, they don't feel any obligation to support them any longer.
This is asinine.
These same friends of mine consistently slam Craftsman and other not-as-premium brands, yet I've never had problem one with warranty-replacing any Craftsman tools.
Now, this isn't meant to be any kind of debate on quality/durability of Craftsman vs. Snap-On, but assuming that, with equally heavy use, Craftsman tools will break and have to be replaced even 3-4 times more often than Snap-On, with the customer service that I personally have witnessed, I'll be damned if I ever give that company one red cent of my money.
I really don't understand the issue a lot of these people have - the warranty was on the product - not on the buyer. Sears gets this, other companies get this - why can't Snap-On dealers?
What happened to customer service? I'm not saying that it's right, but I remember a day when crazy-nuts screaming ranting customers were treated with the utmost of respect. These days, vendors, salespeople, etc. feel that it's acceptable just to scream right back.
Snap-On dealers are a licensed representative of the Snap-On corporation. Snap-On tools supposedly have a lifetime warranty that rivals that of Sears Craftsman. If an owner of Snap-On tools has broken/defective tools that can't be easily explained away as abuse, it is the duty of the driver to replace those tools, or to assist in their replacement.
Now, I personally don't have any direct experience with being a Snap-On customer, but, I can personally attest to the attitude of drivers and and them dragging their feet on a warranty issue (or outright refusing to warranty) broken/defective tools - and this is to former customers.
I've got a couple friends who, oddly, still beat the drum for Snap-On. One is a former heavy-equipment repair tech, the other is a former auto service tech. Both have extensive collections of Snap-On tools in Snap-On boxes that they got Snap-On Bent Over with Snap-On Credit - but they paid their bills in full.
I've been with one of them on two different occasions when he visited his former employer on Snap-On day, and the other, four different occasions, when he tracked down the Snap-On rep (and these are just the times *I'VE* been with them on a warranty-replacement quest). Two different reps, same poor attitude. They're not making any money off of the former customers, they don't feel any obligation to support them any longer.
This is asinine.
These same friends of mine consistently slam Craftsman and other not-as-premium brands, yet I've never had problem one with warranty-replacing any Craftsman tools.
Now, this isn't meant to be any kind of debate on quality/durability of Craftsman vs. Snap-On, but assuming that, with equally heavy use, Craftsman tools will break and have to be replaced even 3-4 times more often than Snap-On, with the customer service that I personally have witnessed, I'll be damned if I ever give that company one red cent of my money.
I really don't understand the issue a lot of these people have - the warranty was on the product - not on the buyer. Sears gets this, other companies get this - why can't Snap-On dealers?
kythri said:
Snap-on Corp needs to change they way they operate before anything else is going to change. Dealers need to be watched more closely. There needs to be a pathway (that works!) to voice complaints about dealers who do not comply. Corp needs to give their dealers more incentive to treat their customers well.
kythri said:
Many companies offering lifetime warranties on products make the stipulation that the warranty applies to the original purchaser only. Snap-On appears to make that same condition:
"Snap-on warrants to Customers who purchase Product from authorized Snap-on distribution channels for use in their profession that Snap-on® brand Products and Blue-Point® brand Products will be free from defects in workmanship and materials for a duration described in each Product's warranty code."
Take it as you will. My personal experience with a particular dealer resulted in my decision to no longer purchase anything from the company. If snapon.com had been around then, I might have just bought from the web, or I might have not, because the website doesn't do warranties.
I have had just as much, if not more, hassle trying to obtain warranty repairs from Sears. This of course, is just my personal experience. I am not a ranting, demanding customer, but when I have a product that has failed and is covered under such a warranty, I expect it to be taken care of.
Uncle Buck
Banned
kythri said:
Bravo, I could not have summed the issue up better if I tried for a week!
volvo
Well-known member
I think attitude can go along way for your sales. I had a co worker failed at wrenching once, so he tried the Snap-on tool route for awhile. He was super pushy to buy and once told me that I owed him a living and should be buying more tools. That said, I never bought another tool from him ( or warrantied one ) for the next four years. He could't make it, just slowly faded away, had to sale his truck and move on after contract was fuly paid off...H
>>>>while I think a poor attitude >>>>
>>>>while I think a poor attitude >>>>
TNToy
Well-known member
Egads.
I don't blame any of you in the slightest for your opinions of Snap-On. They're clearly justified based on your experiences. Given that I've always had exceptional service when the time came to warranty something, I've always held the company in high regard.
I turned a 5/32" punch in for warranty five weeks ago. Bent it, and our driver didn't have that particular size in stock. Last week, I remembered about the punch while on his truck. He clearly had no recollection of me handing him the part, but grabbed one and handed it to me anyways, without bothering to check his computer and confirm that I had turned one in recently.
These guys know who they have to keep an eye on. It's the pain-in-the-a** tech's that always want something for free, always want to haggle down to dealer cost on everything, and always complain about not being able to pay more than $20 on their balance. It's funny how those of us who consistently deliver about 10% of our checks to the tool trucks, and don't abuse our tools, are the ones not constantly looking for favors...
There's a point, IMO, where the drivers learn. The new ones for any company roll their eyes and act like they're doing you a favor when they warranty something. They'd probably take offense if you made a big purchase off of another tool truck right after they warrantied something.
After a couple of years, when they're far enough into the game to actually pay off their debt and begin to earn a little money here & there... they realize what it is: It's just part of their job, plain and simple.
Do I buy Snap-On because of my warranty experiences? Absolutely. However, I also know that someday I'll be out of this buisness with $100K worth of tools lying around... and it'll be a pain to get anything other than craftsman warrantied, if sears isn'y Habor Freight #2 that far down the road.
But I also know that Snap-On ratchets and sockets will still be alive and working well long after a craftsman ratchet would have stripped every last tooth.
I don't blame any of you in the slightest for your opinions of Snap-On. They're clearly justified based on your experiences. Given that I've always had exceptional service when the time came to warranty something, I've always held the company in high regard.
I turned a 5/32" punch in for warranty five weeks ago. Bent it, and our driver didn't have that particular size in stock. Last week, I remembered about the punch while on his truck. He clearly had no recollection of me handing him the part, but grabbed one and handed it to me anyways, without bothering to check his computer and confirm that I had turned one in recently.
These guys know who they have to keep an eye on. It's the pain-in-the-a** tech's that always want something for free, always want to haggle down to dealer cost on everything, and always complain about not being able to pay more than $20 on their balance. It's funny how those of us who consistently deliver about 10% of our checks to the tool trucks, and don't abuse our tools, are the ones not constantly looking for favors...
There's a point, IMO, where the drivers learn. The new ones for any company roll their eyes and act like they're doing you a favor when they warranty something. They'd probably take offense if you made a big purchase off of another tool truck right after they warrantied something.
After a couple of years, when they're far enough into the game to actually pay off their debt and begin to earn a little money here & there... they realize what it is: It's just part of their job, plain and simple.
Do I buy Snap-On because of my warranty experiences? Absolutely. However, I also know that someday I'll be out of this buisness with $100K worth of tools lying around... and it'll be a pain to get anything other than craftsman warrantied, if sears isn'y Habor Freight #2 that far down the road.
But I also know that Snap-On ratchets and sockets will still be alive and working well long after a craftsman ratchet would have stripped every last tooth.
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kartracer55
Well-known member
- Joined
- Jun 21, 2005
- Messages
- 5,317
TNToy said:
Snap-on tools also seem to hold thier value VERY well. Some of the prices on Ebay are rediculous considering age and condition.
Jim
kythri
Well-known member
kartracer55 said:
I'm sure a lot of that has to do with the (perhaps now incorrect) assumption that they're covered under a lifetime warranty.
If, as wilbilt says, they are in fact only warrantied to the original purchaser, and that policy is advertised and enforced, I'd bet you would start to see used Snap-On tools fall drastically in price.
kythri said:
I don't know about that, as they will always have the prestige factor. As far as the warranty, it appears that the intent is to warrant for the original purchaser only. In practice, enforcement of that policy is going to be up to the individual dealer.
I wonder about web purchases. Does Snap-On tell customers who purchase from the web to find their local dealer for warranties? Their "professional" warranty terms are posted on the website, but they want you to submit a written snail-mail request to receive a copy of the "consumer" warranty.
Does anyone know what it says?
chad s
Well-known member
kythri said:
I see quite a few Snap On tools being sold "as is and untested" by sellers, and they state that if there are any issues with the tool, they are lifetime warrentied at any truck.
Well, who cant test a ratchet? Anytime you see the above wording, its probably a broken tool. Chances are, they couldnt get it warrentied, so they sell it as is, to an unsuspecting buyer.