Snap-On disappointment

[dwm]

Rant on...

When I pay $11.95 each for stubby screwdrivers, ordered directly from Snap-On, I expect to get much better than tools that appear to have been run over by a forklift. SHD1O and SHDP22IRO, right out of the box and bag. No damage whatsoever to any of the packaging; these were knowingly packed and shipped in this condition. Seriously scuffed with black stuff ground in to the handles.



Worse, the flat tip isn't what's advertised. The picture on the web site shows a broad tip, which is what I wanted. What I received is cabinet tip, with a severely deformed tip. I don't think I'd trust this tip to even open a paint can, and I certainly wouldn't use it drive a screw on anything whose finish I care about.





I have my fair share of Snap-On tools. including screwdrivers. But lately it seems like QC is hit-or-miss. I've always opted for replacement on issues like this, but this time I think I just want a refund so I can spend the money on Wiha 311 series stubbies. These were going to be part of a Christmas gift to a friend and I don't have time for repeat gambles before I mail the gifts out. It's not like these were part of a set with damage concealed by packaging. These were hand-packed into a bag and a box in this condition. If they were $1 each, OK. But at $11.95 each... sigh, couldn't you send me some that weren't run over by a forklift? Anyone else seeing this kind of thing lately?

Rant off

 

[dieselmike]

pics are not working

 

[Skin]

do the tips look used? It looks like you got someone elses warranty replacements.

 

[Octarine]

The condition of the screwdrivers is pretty bad I must say. I'd complain. As for the tip, SO has been changing from the wide tips to the hollow ground ones you got a for a while now.

I was told it was due to people using the screwdrivers as prybars. That made sense when I was ordering the 24" long ones but the stubby ones don't seem like they would be that useful as prybars

 

[pipsters]

I've bought a ton of US made tools lately and one thing I've noticed across the board is that the companies just don't care. Maybe their ultimate goal is to produce such a crappy product they have no excuses left but to ship the machines overseas where magically the products that come out are flawless.

 

[dwm]

pics are not working

It's possible that your IP address is in my blacklist. If you want to PM it to me, I'll check.

 

[dwm]

do the tips look used? It looks like you got someone elses warranty replacements.

No evidence of actual use. Neither tip has any telltale screw marks. That's not to say someone didn't abuse them in some other way and send them in for warranty, but the tips don't appear to have ever been used to drive a screw.

 

[Skin]

The appearance of the handles and the way the logos are completely worn off leads me to believe they were someone elses warranty. I just cant see those coming off the assembly line like that unless they were used to repair the assembly line first.

This situation can be as simple as a phone call if you like. I'm sure a CSR would get 2 more shipped right out to you without a question. They'll take your word on the condition.

 

[rlitman]

Sorry to see that. I'd be upset at $1 each. It looks like they were kicked around the factory floor before being sent to you. That *****.

 

[closetoreality]

unacceptable in my eyes. we pay too much money to be shafted on QC.

hopefully this is just an isolated incident and not a growing trend.

 

[ChrisF250]

that *****, Call snap on I'm sure they'll take care of you

 

[slipjointed]

Much like the dud batch of wrenches I got from Wright, no brand is infallible... no matter how high quality their tools usually are. I'd like to think based upon Snap On's history that this was just a fluke.

This, however, would be bad even for a set of screwdrivers from Harbor Freight.

 

[expfcwintergreen]

They look used to me. I think selling used merchandise as new has to be illegal. When I was buying Snap-On, my dealer did that to me at least once on a smaller size 3/8 drive individual socket. I started watching him very closely after that and emphasizing that I wanted *new* merchandise. I am surprised to find out this is also Snap-On corporate policy. I am glad I am through buying Snap-On because after seeing your pictures, I definitely don't trust them anymore.

 

[Flash21]

I know Snap-On and big companies like SO product a LOT of tools. However, I do think their quality control needs to be better. There is no way the premium price is going into the quality control of the product, IMO...I've seen too many issues to believe that I always happen to get one of the 5000ppm that is bad.

What you show there is unacceptable. The person that packed those has to be trained to take way more accountability to reject and send back obviously defective product.

 

[slipjointed]

I know Snap-On and big companies like SO product a LOT of tools. However, I do think their quality control needs to be better. There is no way the premium price is going into the quality control of the product, IMO...I've seen too many issues to believe that I always happen to get one of the 5000ppm that is bad.

What you show there is unacceptable. The person that packed those has to be trained to take way more accountability to reject and send back obviously defective product.

Their QC guy should have been able to tell these were bad from across the room. I agree it's a bit beyond a simple "oops".

Maybe the guy bagging them forgot his glasses that day? That's the only possible explanation I can come up with that excludes pure unadulterated negligence.

 

[billymade]

I have been getting Snap-on QC problem tools lately as well... call snap-on and they should take care of you. I am having to send pictures to them to show the issues I am having... call them and get it handled!

http://buy1.snapon.com/snapon-store/customer.asp

 

[purplezr2]

Thats *****,

I imagine a quick call to Snap-on will fix it, I got a ratchet warrantied last week and the lady was super nice on the phone. (don't work in a shop, and the local guy doesn't seem interested in my business or warranty needs)

 

[juniork5]

Send them back for what you paid you deserve a new set.

 

[metal4130]

Call them and they will take care of you. They will send you new ones the same day. I bet you won't even have to return the junk ones they sent you.

 

[porphyre]

I know. For $24, I would've expect a ******** too.

 

[HarleyArley]

Nothing a little Tarnex won't fix!

That black stuff is from the 100% pure silver dust they rub into the handles to justify an $11 price. Yours just got an extra heavy application... LOL

More seriously, you are right and its a shame you gotta deal with what was an obvious screw up on SO's part. Considering what they charge for their premium product, these sorts of things shouldn't happen.

 

[Danglerb]

+1 Looks like you got somebody elses warranty return, just call them. It is kinda busy many places right now.

 

[Tarheelgarage]

Not surpising; snappy is up against the ropes due to the increased quality of imported tools costing much less.

Plan to see increasing amount of non-USA made tools from them in the near future as their shareholders are placing increased pressure on them.

 

[Jozmi]

There is no way I would accept that either, but I would say that is just a shipping mistake.
Assuming you have already called them, have they resolved the problem?

 

[cib]

That's poor quality for snap on, even at the screwdriver spot, note I'm not a fan of their screw drivers.

 

[FastKat]

No offense to the OP, but is this really that big of a deal? As stated before, all companies, not matter how good they are, make mistakes from time to time. Sometimes things slip through QC. It happens. The important thing is that we all know Snap-On will make it right by replacing those screwdrivers with new ones. That's where they'll show their true character!

Because it's for a gift and Christmas is right around the corner, I can see why you're upset about it. Maybe you can take it to a local truck and have it taken care of on the spot? Or maybe Snap-On customer service will rush you a new set?

 

[HandyManny]

I've bought a ton of US made tools lately and one thing I've noticed across the board is that the companies just don't care. Maybe their ultimate goal is to produce such a crappy product they have no excuses left but to ship the machines overseas where magically the products that come out are flawless.

Yeah I know.....kind of makes me wonder why so many members here are so stuck on this false idea that all current USA made tools are better somehow. Somehow willing to overlook or even excuse flaws in USA made tools, but too quick to bash any minor flaw in any Asian made tool. Simply being a USA manufacturer doesn't nessesarily mean that you are a high quality manufacturer. Not to say that Snap-On isn't one of the leaders in high quality tools, they generally still are among the best. But that shipment the OP got is inexcusable from such a company. This country has abondonded it manufacturing roots to adopt "service" as an industry, yet we even **** at service anymore.

 

[pipsters]

I don't think most people buy US because they think it's better. I know my US made Craftsman sockets aren't no where near the quality of a good set from Taiwan. However I did it because I wanted to support folks that live here.

But you are right, the phrase here is "Chinese ****" when the stuff coming out of there is as good or in most cases better than what is coming out of our own factories. I was so disappointed in my SK socket set, I felt almost taken advantage of. I'm not a tool polisher or snob but absolutely refuse to purchase a product that is NOT perfect when you take it out of the box. It's a NEW product, it should look like it's supposed to from the factory.

 

[chadster1]

You obviously got a product that had been damaged in the distribution process. It was probably a stock return from a dealer that had checked in and the imperfections were missed when returning these tools into distribution. A simple phone call should take care of the problem.

 

[HandyManny]

You obviously got a product that had been damaged in the distribution process. It was probably a stock return from a dealer that had checked in and the imperfections were missed when returning these tools into distribution. A simple phone call should take care of the problem.

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.

 

[LawnDart79]

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 with this statement 100%.

 

[Roots]

Every company, warehouse, person, etc. makes mistakes at times.

The real issue, is how they respond when they're brought forth.

Give Snap-On a call, see how they do...

 

[oldtools]

Snap On has a reputation to maintain. I wouldn't think they intentionally ship that if they known its condition. Somehow it slip through its QC. Everybody make mistake once awhile. As long as SO willing to replace them, things are OK.

 

[Toolhorder]

That's it I'm buying Wright screwdrivers now

 

[Danglerb]

I don't think most people buy US because they think it's better. I know my US made Craftsman sockets aren't no where near the quality of a good set from Taiwan. However I did it because I wanted to support folks that live here.

When I buy a USA product that is POOR quality, I complain. They don't have to be the best, but nothing will kill the US manufacturing base faster than allowing substandard quality.

 

[wreckerman5357]

I wouldn't get to bent out of shape and see this as the start of Snap-On going to help as a company. They look like a warranty return or some other type of distribution error. Snap-On quality is not slipping from what I see, I have never encountered another tool company that beats Snap-On in the finish department. Everything I have ever bought had a finish and appearance worthy of their price. Call them, they will fix you up, **** happens.

 

[Dave.R]

How come when its snap-on they just made a mistake, but when its an imported product, they're "Trying to screw us"

Assumed quality helps nobody.

 

[HandyManny]

When I buy a USA product that is POOR quality, I complain. They don't have to be the best, but nothing will kill the US manufacturing base faster than allowing substandard quality.

I agree 100%. We didn't become the country that we once were by supporting mediocrety. Hold domestic goods and the companies who make them to a much higher standard and they'll eventually have to listen and follow through.

 

[HandyManny]

How come when its snap-on they just made a mistake, but when its an imported product, they're "Trying to screw us"

Assumed quality helps nobody.

Yeah, that's kind of the point I was trying to make in my post at #27

 

[KraftwerkMk1Jetta]

It happens, get over it, call them and get replacements. No company is completely free of mistakes. Quit your crying about it.