HandyManny
Well-known member
Kind of reminds me of those people who always say: if it's doesn't affect me it's not my problem
Snap-On disappointment
- Thread starter dwm
- Start date
Kind of reminds me of those people who always say: if it's doesn't affect me it's not my problem
Lt CHEG
Well-known member
I gotta say Chadster1, from reading your many replies here on GJ you must be very good at your business as a SO dealer and very good at dealing with your customers. I'm sure many of the responses here and comments about Snap-On must bug you sometimes, but you seem to reply like a professional. That's good.
I agree as well.
Also, it ***** that Snap On made a mistake in this case. However, I can promise you that a call to their customer service WILL make things right. They have got the customer service thing dialed in pretty well in my experience.
KraftwerkMk1Jetta
Well-known member
Kind of reminds me of those people who always say: if it's doesn't affect me it's not my problem
No sounds like someone who knows any company is capable of error.
To be clear, I've never had a problem with Snap-On customer support. There was no need to tell me to call them; that's what I do when I have an issue and they always resolve it to my satisfaction. As they did when I called them this morning.
This is one of the two times I've ordered and gotten something that was a long way from passing even a casual visual inspection. I expect to get really good stuff from Snap-On, and I've been a customer for a long time because that's what I usually get from them. But I don't think it's unreasonable to expect to get a product that passes visual inspection the first time they pack it, given the pricing. This wasn't just a simple shipping error; there were other items in the order and they were all fine. Unless someone else returned the same miscellany that I ordered (unlikely given that I had 4 soft-grip handles for 936 ratchets in the order), this box was hand-packed specifically for my order. I didn't even need to take the drivers out of the box and clear plastic bag they were in to see they were far from new condition. I'm sure some of you know how it is when you get a box from Snap-On... it's like opening a Christmas gift, you're all excited to see the nice new tool(s). This one was a let-down as soon as I opened the box. It's just making me wonder... has Snap-On been cutting corners recently on visual inspection of parts that are shipped? There are times when it's not very convenient for me to have to resolve this kind of issue (like when I'm ordering something for work before I have to travel). One of the reasons I order from Snap-On is that I've been able to count on getting at least a visually good product, on time the first time if it's a hand tool. But I've had 2 orders in the last year where that was not the case (one for work, this last one was personal).
This is one of the two times I've ordered and gotten something that was a long way from passing even a casual visual inspection. I expect to get really good stuff from Snap-On, and I've been a customer for a long time because that's what I usually get from them. But I don't think it's unreasonable to expect to get a product that passes visual inspection the first time they pack it, given the pricing. This wasn't just a simple shipping error; there were other items in the order and they were all fine. Unless someone else returned the same miscellany that I ordered (unlikely given that I had 4 soft-grip handles for 936 ratchets in the order), this box was hand-packed specifically for my order. I didn't even need to take the drivers out of the box and clear plastic bag they were in to see they were far from new condition. I'm sure some of you know how it is when you get a box from Snap-On... it's like opening a Christmas gift, you're all excited to see the nice new tool(s). This one was a let-down as soon as I opened the box. It's just making me wonder... has Snap-On been cutting corners recently on visual inspection of parts that are shipped? There are times when it's not very convenient for me to have to resolve this kind of issue (like when I'm ordering something for work before I have to travel). One of the reasons I order from Snap-On is that I've been able to count on getting at least a visually good product, on time the first time if it's a hand tool. But I've had 2 orders in the last year where that was not the case (one for work, this last one was personal).
Greatbear
Well-known member
There's no excuse for that. I've seen better in the dollar tool bin in at Ace Hardware.
But, hey, USA! USA! USA! right?
Don't get me wrong, I loves me some Snap-On, but for the prices charged, I want nothing less than perfection. I want to be the one that puts the patina on my tools. Unless Snap-On is trying to be like Fender Guitars and their Custom Shop line of brand-new instruments that look like they've spent the last 40 years touring hard with ZZ Top, then that **** would get thrown right back at them. I even get picky when I see something has been sliding around on the truck in stop-and-go traffic. If it's possible for HF to get tools over here on a slow boat from China yet still look perfect, Snappy should have stuff that could pass a jeweler's inspection.
But, hey, USA! USA! USA! right?
Don't get me wrong, I loves me some Snap-On, but for the prices charged, I want nothing less than perfection. I want to be the one that puts the patina on my tools. Unless Snap-On is trying to be like Fender Guitars and their Custom Shop line of brand-new instruments that look like they've spent the last 40 years touring hard with ZZ Top, then that **** would get thrown right back at them. I even get picky when I see something has been sliding around on the truck in stop-and-go traffic. If it's possible for HF to get tools over here on a slow boat from China yet still look perfect, Snappy should have stuff that could pass a jeweler's inspection.
ChrisF250
Well-known member
beat to dead much? Call snap on don't email. They will gladly take care of you. I had a wrench that was peeling chrome (not covered under warranty as the tool was still functional via email) I called and they shipped me a brand new one no questions asked
Part of my point is this: shipping what I received is a good way to turn a first-time customer (which I'm definitely not) into someone else's customer. We have many very good tools available to us these days, especially at these prices. If I weren't buying for a friend to fill out his set, I'd have actually chosen Wiha because I prefer their fixed-handle stubbies over what's available from Snap-On today (Instinct hard handles only). Heck, I even prefer the Wera stubbies over the Snap-On (though I tend to not like pure black handles since they are good at hiding themselves in engine bays and other places). But that's just me; handles are typically a personal preference. For my own use, I don't reach for a fixed-handle stubby but on rare occasions; I prefer my Snap-On ratcheting stubbies. My most frequent use of a fixed-head stubby? An ancient Craftsman slotted to open paint cans at home. But my point here: it's not difficult to find an equally good product at these prices from a competitor. Some of them truck brands, some of them not.
I want Snap-On to be successful and continue making excellent products. I start to worry when I receive tools that are sub-par while still carrying the premium price tag. It erodes the brand association we talked about recently, and I don't really want to see Snap-On go downmarket (I want to see premium tools with the necessarily premium price tag that goes along with the excellent product and service). I have no issue when something is damaged in shipping unless it was very poorly packed (which has never happened with anything I've received from Snap-On; it's always packed well). But when it's packed by a human at a premium brand's facility and carries a premium price tag, I expect what's packed to be new, unmolested product. If I don't get that, my expectation drops. The next thing you know, I'm looking at alternatives on my next purchase. Premium brands have a price barrier around them. If you cross that barrier and get burned, you might decide you're never going to cross it again. I'm not worried about crossing the barrier again because I've got a long history with Snap-On. But LOTS of people are easily turned off by these kinds of experiences, especially if they're first-time buyers. If it starts happening to me regularly (I hope it doesn't), I'll start making more purchases from other brands. I'm not wed to Snap-On and never have been. I consider COO in my purchases, but it's lower priority than getting a very good product. My tool collection is very diverse on the brand front.
As a shareholder, it also concerns me; it costs more to ship a simple product twice due to skipping visual inspection than it does to visually inspect and ship a good one once. For something this size, it likely costs more to ship it than it does to produce it, even when the shipping doesn't cross a border. The cost of losing an opportunity to turn a first-time buyer into a return customer is difficult to quantify but it's not insignificant. Of course some at Snap-On know I'm not a first-time buyer; they have my purchase history. But the person packing the shipments likely doesn't know I'm a repeat buyer and certainly doesn't know what it takes to lose me as a customer. I'd like them to assume everyone's a first-time buyer and that the first impression is critically important.
I want Snap-On to be successful and continue making excellent products. I start to worry when I receive tools that are sub-par while still carrying the premium price tag. It erodes the brand association we talked about recently, and I don't really want to see Snap-On go downmarket (I want to see premium tools with the necessarily premium price tag that goes along with the excellent product and service). I have no issue when something is damaged in shipping unless it was very poorly packed (which has never happened with anything I've received from Snap-On; it's always packed well). But when it's packed by a human at a premium brand's facility and carries a premium price tag, I expect what's packed to be new, unmolested product. If I don't get that, my expectation drops. The next thing you know, I'm looking at alternatives on my next purchase. Premium brands have a price barrier around them. If you cross that barrier and get burned, you might decide you're never going to cross it again. I'm not worried about crossing the barrier again because I've got a long history with Snap-On. But LOTS of people are easily turned off by these kinds of experiences, especially if they're first-time buyers. If it starts happening to me regularly (I hope it doesn't), I'll start making more purchases from other brands. I'm not wed to Snap-On and never have been. I consider COO in my purchases, but it's lower priority than getting a very good product. My tool collection is very diverse on the brand front.
As a shareholder, it also concerns me; it costs more to ship a simple product twice due to skipping visual inspection than it does to visually inspect and ship a good one once. For something this size, it likely costs more to ship it than it does to produce it, even when the shipping doesn't cross a border. The cost of losing an opportunity to turn a first-time buyer into a return customer is difficult to quantify but it's not insignificant. Of course some at Snap-On know I'm not a first-time buyer; they have my purchase history. But the person packing the shipments likely doesn't know I'm a repeat buyer and certainly doesn't know what it takes to lose me as a customer. I'd like them to assume everyone's a first-time buyer and that the first impression is critically important.
Dave.R
Well-known member
I know you guys say companies make mistakes but Ray Charles could see those screwdrivers are in bad shape, who ever is picking there orders needs to look at the product for .5 seconds longer.
Replacement set arrived today. The handle on the flat tip looks worse than the ones from the first set. The Philips is pristine.
I give up. I managed to clean up the first set's handles with a little elbow grease and fine sandpaper, but there's no repairing the mangled tip on the first set's flat tip. If I can clean up the handle of the flat tip from the second set, I'll have one decent set to give to my friend for Christmas. No time before Christmas to do another customer service call (I need to ship these out tomorrow), but I'm going to send an email to Nicole to let her know something odd is happening in the packing room.
I give up. I managed to clean up the first set's handles with a little elbow grease and fine sandpaper, but there's no repairing the mangled tip on the first set's flat tip. If I can clean up the handle of the flat tip from the second set, I'll have one decent set to give to my friend for Christmas. No time before Christmas to do another customer service call (I need to ship these out tomorrow), but I'm going to send an email to Nicole to let her know something odd is happening in the packing room.
e30bradley
Well-known member
thats B.S. I'd call and complain.. They better send you a dozzen stubby drives to make up for it.
gatewaysysop
Well-known member
I hate reading about stuff like this, but especially when the replacement pieces are also fubar'd. It's one thing to get a dud, but to get another dud as a replacement? Definitely something off in the QC department, that can't be coincidence (imagine the odds!). Sorry you're having so much trouble.