Snap-on new 'Lifetime" Warranty?

[M6erfan]

Saw in another thread that Snap-on is now requiring a receipt or proof of purchase in order for an owner to exercise the S-o warranty.

https://www.garagejournal.com/forum/showpost.php?p=8222202&postcount=156

Apparently, gone are the days of liberal return/exchange policy. I looked on their website but didn't find anything in writing. Anyone else heard of this?

 

[LB-1911]

Saw in another thread that Snap-on is now requiring a receipt or proof of purchase in order for an owner to exercise the S-o warranty.

https://www.garagejournal.com/forum/showpost.php?p=8222202&postcount=156

Apparently, gone are the days of liberal return/exchange policy. I looked on their website but didn't find anything in writing. Anyone else heard of this?

Reads like the intent is to enforce an existing policy

2. Personal Use Warranties for Products. Customers buying Product for personal use can obtain the Product warranty information by calling the Snap-on Customer Care Center via telephone at 1-877-762-7664 or e-mail [email protected]. During the applicable duration of the applicable personal use warranty, at its option, Snap-on will repair or replace its Products which fail to meet the personal use warranty standards, or provide a refund by repaying or crediting Customer with an amount equal to the purchase price of such Products. Repair, replacement or refund shall be at the election and expense of Snap-on, and is Customer's exclusive remedy in place of all other rights and remedies.

This warranty only extends to the original Customer and cannot be transferred or assigned.


To obtain warranty service contact the Snap-on Customer Care Center via telephone at 1-877-762-7664 or e-mail [email protected].

The following information will be required with the customer’s warranty request:
(1) date and proof of purchase,
(2) where customer purchased the product,
(3) full name,
(4) shipping address,
(5) phone number,
(6) e-mail address,
(7) item number(s) or approximate weight of return package.

Warranty requests that do not include all of the required information will not be processed.

Once the warranty request is validated, the customer will be provided an RGA number and will be sent a shipping label either electronically thru e-mail or thru the U.S. mail, and must ship the product to Snap-on. Upon receipt of the product, the warranty claim will be reviewed and the product will be inspected. If the warranty request is found to be valid, the product will be repaired and returned to the customer or a replacement product or refund will be shipped to the customer. If the warranty claims is found to be invalid, the original product will be returned to the customer. By repairing or replacing a Product, or providing a refund, Snap-on does not waive a claim that a Product nevertheless has been subject to abnormal use.

You can obtain further information regarding the personal use warranty by writing:

Snap-on Tools Company LLC, Consumer Warranty Information Center, 2801 – 80th Street, Kenosha, Wisconsin 53143.

This address cannot be used to obtain warranty service. Any product mailed to this address will be returned.

Source of above @
https://www.snapon.com/Terms-and-Conditions-of-Sale

 

[MattT]

Gotta wonder if this alledged policy change is being applied to customers or just people they've never heard of? Because if they try pulling that **** with tools I bought off the truck 30 years ago I'll jump on the resulting class action lawsuit.

 

[Farmall450]

Gotta wonder if this alledged policy change is being applied to customers or just people they've never heard of? Because if they try pulling that **** with tools I bought off the truck 30 years ago I'll jump on the resulting class action lawsuit.

That's a good point. I don't have receipts or records for even stuff I've bought off their website.

 

[mrjaw14]

To add to that, the stuff I've purchased on the website no longer show up on my account after they switched systems. That other thread is an infuriating one. something's going on at SO corporate for all of these changes to be enacted at once. I'll tell you right now I have very few receipts for all my SO stuff

 

[M6erfan]

Reads like the intent is to enforce an existing policy...

Hmmm, yeah, just wasn't sure if there was any actual change in their policy.

If in fact this is just enforcement of the existing policy, well then good, I guess. Sure to piss off the 'garage sailors'/flippers and might affect the prices on eBay as soon as buyers realize that they're SOL if warranty is no good for 2nd hand tools. As far as the long standing original owners, man that would **** without proof of purchase.

 

[purplezr2]

Feel like this has been argued before. I have had no issue with my truck driver, or calling in(when I didn't have a driver). When I called once they asked where is purchased it, I answer from the truck, which was true.

 

[M6erfan]

Feel like this has been argued before. I have had no issue with my truck driver, or calling in(when I didn't have a driver). When I called once they asked where is purchased it, I answer from the truck, which was true.

Oh it has, ad nauseum...

This shouldn't be much of an argument. Either S-o is or isn't enforcing their policy to the letter. It'll be interesting to see if the franchisees adhere to the 'new' rules.

 

[Davefr]

They've been enforcing the existing policy all along but have simply been cutting some slack to guys that have had only nominal warranty claims. (probably for the sake of consumer goodwill)

The buckets of rusty garage sale tools being sent in without authorization have been coming right back like a boomerang.

If they shut to door to all claims without a receipt they'll face a very angry mob.

I think they should crack down on broken tools that aren't defects in manufacture/worksmanship. Worn out and older broken tools aren't a defect.

Maybe they're latest actions are an attempt to divorce themselves totally from the end user channel.

 

[Farmall450]

Feel like this has been argued before. I have had no issue with my truck driver, or calling in(when I didn't have a driver). When I called once they asked where is purchased it, I answer from the truck, which was true.

In the last few weeks?

Hence the worry...that going forward it won't be like that. Especially when you don't have a truck.

 

[zendriver]

Well, no surprise, initially part of the cost of the "lifetime warranty" was offset by their higher selling prices.

That revenue is not there with used tool purchases (or theft). When a secondary market owner wants to "warranty" something, often because they just want something brand new, so no doubt that it a problem, for the company.

A few years ago, I had to warranty a cracked socket, I actually purchased from a tool truck in the 1970's. I have no driver, so I went directly to the company and although they gave me the usual runound (that I didn't think was really unfair, all things considering) they did replace it without too much hassle.

But then, I didn't have handfuls of used tools, that I expected to be swapped, no questions asked.

Going forward, it should be relatively easy, to figure out who their new tool customers are and who is not.

Anyone who is a regular tool truck customer, should have no problems at all. Other's should probably save receipts - in a vault!.

 

[Davefr]

Well, no surprise, initially part of the cost of the "lifetime warranty" was offset by their higher selling prices.

That revenue is not there with used tool purchases (or theft). When a secondary market owner wants to "warranty" something, often because they just want something brand new, so no doubt that it a problem, for the company.

A few years ago, I had to warranty a cracked socket, I actually purchased from a tool truck in the 1970's. I have no driver, so I went directly to the company and although they gave me the usual runound (that I didn't think was really unfair, all things considering) they did replace it without too much hassle.

But then, I didn't have handfuls of used tools, that I expected to be swapped, no questions asked.

Going forward, it should be relatively easy, to figure out who their new tool customers are and who is not.

Anyone who is a regular tool truck customer, should have no problems at all. Other's should probably save receipts - in a vault!.

The problem's going to be the loyal SO buyers that have bought off the truck for many years then changed jobs or retired and/or no longer have a dealer. (and no receipts) I guess they'll be screwed but since they're no longer active buyers, SO won't care.

Their lifetime warranty just went "****".

 

[ChrisLS8]

Gotta wonder if this alledged policy change is being applied to customers or just people they've never heard of? Because if they try pulling that **** with tools I bought off the truck 30 years ago I'll jump on the resulting class action lawsuit.

I hope you have the proof of purchase. Between this and the shipping charges they are reviewing all policies. There's all too many people who abuse the lax warranty for antique garbage that they buy for cents at a garage sale to exchange for brand spanking new tools.

People like that are probably a good percentage of the reason for the changes and frankly good for SO. Pieces of **** like that need to be shut down.

 

[m6z]

Ouch.

Craftsman wins again.

MECHANICS TOOLS

Mechanics Tool Sets

Ratchets

Wrenches

Sockets

Individual Open Stock Tools

Full Lifetime Warranty

If the product fails to perform for any reason, we will replace it. Return damaged product to a stocking Retail Partner or call 1-888-331-4569 for details. No proof of purchase required.

Note: Same Warranty for all New CRAFTSMAN Models (Model # starting with “CMMT”) and older models (Model # starting with “9”)



Sent from my Pixel 4 XL using The Garage Journal mobile app

 

[mrjaw14]

If the justification for the 3x cost of the tool is built-in replacement, why's everyone bent out of shape about old tools being warrantied? I'm not condoning it, but I'd venture to say it's a small issue. It's presented as a one and done purchase. SO gets their money up front.

Sk also ties warranty to the tool...not the purchaser. SO presents themselves as heirloom tools..what good is that though if the warranty is tied to the individual, not the tool?

LIMITED LIFETIME WARRANTY
SK® products are warranted under normal use and service against defects in materials and workmanship for the expected life of the tool, except as otherwise specified. This excludes wear from normal use, or any problems or defects caused by misuse, abuse, neglect, accidents, modification or improper maintenance of the tool.

 

[f121]

If the justification for the 3x cost of the tool is built-in replacement, why's everyone bent out of shape about old tools being warrantied? I'm not condoning it, but I'd venture to say it's a small issue. It's presented as a one and done purchase. SO gets their money up front.

Agreed, either the original purchaser paid up front for a bunch of replacements (in which case it doesn't matter that the tool is second hand and someone else is claiming - because snap on still got paid for the replacements already), or they're just really expensive tools.

I was chatting about warranty claims with my guy last week, obviously this is UK, so it may be different, but now claims are pretty much pre-authorized on the computer when he does the paperwork with the customer, so he knows if a claim will be approved or not. This is relatively new and he likes it because claims get processed in a week or two, not 4-6 weeks.

 

[M6erfan]

If the justification for the 3x cost of the tool is built-in replacement, why's everyone bent out of shape about old tools being warrantied? I'm not condoning it, but I'd venture to say it's a small issue. It's presented as a one and done purchase. SO gets their money up front.

Sk also ties warranty to the tool...not the purchaser. SO presents themselves as heirloom tools..what good is that though if the warranty is tied to the individual, not the tool?

LIMITED LIFETIME WARRANTY
SK® products are warranted under normal use and service against defects in materials and workmanship for the expected life of the tool, except as otherwise specified. This excludes wear from normal use, or any problems or defects caused by misuse, abuse, neglect, accidents, modification or improper maintenance of the tool.

SK is very, very relaxed on their replacement policy too. For now...

Lots of posts about SK's easy warranty, getting free rebuild kits and replacement ratchets for their 'grandfathers' old crusty one. This relaxed behavior is above and beyond their written warranty. Like Snap-on they could enforce their warranty to the letter, justifiably, at any time.

 

[mrjaw14]

To be clear, I don't think any manufacturer should warranty an old rusty tool with pealing chrome, or abused tools. What my post and the one above it was saying is that the warranty could stay with the tool. If replacements are built into the cost, what does it matter who collects? Their past (lack) of enforcement in my mind was putting their warranty on their tools in line with other options.

 

[22george]

Gotta wonder if this alledged policy change is being applied to customers or just people they've never heard of? Because if they try pulling that **** with tools I bought off the truck 30 years ago I'll jump on the resulting class action lawsuit.

So will I.

 

[Wamsutta]

We've been through this at least 50 times before on Ryan's board. The policy is in place to prevent deadbeats who buy a 5 gallon bucket of tools at the flee market for the sole purpose of turning them into Snap-on for new replacements. If you have just ONE broken tool and you don't have a receipt, they will replace it. Get a tracking number when you send it in.

 

[Hiball]

Oh it has, ad nauseum...

This shouldn't be much of an argument. Either S-o is or isn't enforcing their policy to the letter. It'll be interesting to see if the franchisees adhere to the 'new' rules.

The franchisees operating under there franchise agreement and servicing the “professional” sector will fall under the “Professional warranty” in subsection 3, so they shouldn’t be requiring receipts.

3. Warranty – Professional Use for Products. 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. The warranty duration depends upon the nature of the Product. If the Product information for purchased Product does not include a warranty statement with the applicable duration or prior to a Product purchase, Customer can obtain the Product warranty code and warranty duration from a selling Snap-on dealer or representative or by writing Snap-on at the address provided at the end of this warranty statement. Consumable Products are warranted, at the time of sale, only against defects in workmanship or materials that prevent their use. Consumable products are goods reasonably expected to be used up or damaged during use, including but not limited to drill bits, saw blades, grinding discs, sanding discs, knife blades, files, O2 sensors and batteries. This warranty only extends to the original Customer and cannot be transferred or assigned.

During the applicable duration of the warranty, at its option, Snap-on will repair or replace its Products which fail to give satisfactory service due to defective workmanship or materials, or provide a refund by repaying or crediting Customer with an amount equal to the purchase price of such Products. Repair, replacement or refund shall be at the election and expense of Snap-on, and is Customer's exclusive remedy in place of all other rights and remedies. Any products or parts replaced or for which Snap-on has provided a refund are the property of Snap-on and will not be returned. By repairing or replacing a Product, or providing a refund, Snap-on does not waive a claim that a Product nevertheless has been subject to abnormal use.

To obtain warranty service, return products to a Snap-on franchisee or representative.



It’s essentially why you never hear about dealers asking for proof of purchase when dealing with the techs on there route. I don’t see anything New in the warranty statement. It’s been a few years since they separated the two classes of service. Who knows how there warranty will play out for people who have stepped out of the sector or retired, but I know I’ve personally had problems getting stuff warranted over the phone, then again I have a account and spend “some” money occasionally.

 

[Professional Tool User]

This just sounds like a clarification on existing policy aimed at DIYers and used tools.

 

[MattT]

I hope you have the proof of purchase.

Don't think I'll need it. Checked a few old catalogs and there ain't no mention of proof of purchase. Refunding the original purchase price doesn't look to be on their list of options either. So if they try offering that "remedy" refuse it

I'm going to post a few images of warranty statements from Snap-on catalogs. Fair use for educational purposes only.

Lifted this 1983 warranty statement from collectingsnapon.com. Plenty of older catalogs on there if anyone needs to check policy on even older tools.

Catalog 600 from 2001.

Catalog 700 from 2003. First mention of "Buyer" which may be significant.

 

[johninct]

To be clear, I don't think any manufacturer should warranty an old rusty tool with pealing chrome, or abused tools. What my post and the one above it was saying is that the warranty could stay with the tool. If replacements are built into the cost, what does it matter who collects? Their past (lack) of enforcement in my mind was putting their warranty on their tools in line with other options.

Chrome is a safety issue and can have some get in an engine.

 

[Skin]

This is the way the TOS has always read. Unless CSRs are asking you to mail in receipts with tools nothing has changed.

 

[M6erfan]

OK, perhaps this is all about nothing... The post that I linked in the OP indicated that Snap-on was making a change

 

[zendriver]

The problem's going to be the loyal SO buyers that have bought off the truck for many years then changed jobs or retired and/or no longer have a dealer. (and no receipts) I guess they'll be screwed but since they're no longer active buyers, SO won't care.

Their lifetime warranty just went "****".

Someone has purchased 30+ grand worth of products over the years, SO has no idea they ever existed, so they just tell the customer to "get bent" each and every time?

Sorry, not buying in.

It is pretty much the same old story - the scumbags are ruining things for the honest customers.

Regarding your last point, if they are no longer buying new tools, honestly why should Snap On care?

They are in business to sell tools, not to simply provide free replacements.

 

[dkroth]

 

[BDT/NWMN]

My Snap-on tools were purchased either on the Dealer's payment plan, a Snap-on contract, or in cash with receipts. Every transaction was backed by a receipt.

Now I am officially retired, still use My tools, and have a few Snap-on tools to warranty.

No problem.. I have the receipts to verify the two way contract agreements that both Snap-on and I signed. Being I paid for the tools, and still have a pulse; those lifetime warranty agreements are still valid.

I was giving My Cannon copy machine the evil eye a few minutes ago.. I should be able to scan about five receipts onto a page, then transfer these multiple pages to a thumb drive. If Snap-on asks for a ink-faded old ancient receipt; I could send the contents of that entire thumb drive and mention: Heeerrree it is!! it is ONE of these.. I might be able to show more kindness by locating the particular receipt needed, and circle the item in question..

 

[WittHay]

Snap-on split out the warranty between professional use and personal use about 20 years ago. Mail in or mail out warranty is the same as very small online sales. Somebody has decided that its too costly and are possibly tightening up the rules. "Snappier" who posted in the other thread has a post count of 1

How many non dealer warranty's would the Mac or Matco warehouse have to do. Mac's warranty policy is to send the items to Ohio at your expense and wait 2 to 3 weeks for processing. No phoning in or receipts required

I warrantied the 2 Mac items shown in the pictures last week on the truck. i was handed the replacements no questions asked. How much would it have cost Mac to ship me those same 2 items from Ohio to BC, Canada?

The point is how much would it cost Snap-on to warranty those same 2 items in the US? Phone call first, paid free label shipping from say Washington to Illinois. (Snap-on might skip that step). Pay somebody to put 2 small items in a box and ship them out differently than the stock orders to dealers. pay again to ship from Illinois back to Washington state. Times that by hundreds and it sounds very expensive to bean counters

Have been around equipment and tools all my life but have never contacted a manufacturer for anything. Thats the dealers job. How do people warranty Toptul or Hazet in their respective countrys. I think it is through distributors and not the manufacturer

 

[jkesselr]

What I hate about this is that I have a bunch of tools I inherited from my old man when he passed. He didn’t have much and he worked his *** off for every little bit that he had. When he finally could buy some Snap On, he was so proud. He cherished those tools and kept them like new. This taught me to respect and care for my tools just the same. He would say “one day they will be yours.” Today, he is gone, but those tools look just as good as the day he bought them. They are now mine and, I cherish them as he once did. The sad part is that he saw them as something to be passed on and I did too. Unfortunately, if a tool breaks, I am up a creek under this policy. While it is true that I am not the original purchaser, Snap On should stand behind their product in these cases. As I have bought my own Snap On tools, I am left pondering why. Why did I invest? I like nice tools, that’s why. Unfortunately, that premium I paid doesn’t matter once they are passed on. It leaves me wondering what’s the point? I can buy some ************* from HF and pass it on with full support, or I can buy the best of the best and my son, if I have one one day, will look at my tools and wonder whether he should use them to complete a repair, out of fear of breaking some and losing another piece of dead ol’ dad’s collection. It’s kind of messed up if you really stop to think about it.

 

[JerseyBoatBuilder]

I Don't Blame them and fully support it with the amount of secondary market/Ebay/Flea market/ Yardsale buyers out there..

 

[dsimatt]

What I hate about this is that I have a bunch of tools I inherited from my old man when he passed. He didn’t have much and he worked his *** off for every little bit that he had. When he finally could buy some Snap On, he was so proud. He cherished those tools and kept them like new. This taught me to respect and care for my tools just the same. He would say “one day they will be yours.” Today, he is gone, but those tools look just as good as the day he bought them. They are now mine and, I cherish them as he once did. The sad part is that he saw them as something to be passed on and I did too. Unfortunately, if a tool breaks, I am up a creek under this policy. While it is true that I am not the original purchaser, Snap On should stand behind their product in these cases. As I have bought my own Snap On tools, I am left pondering why. Why did I invest? I like nice tools, that’s why. Unfortunately, that premium I paid doesn’t matter once they are passed on. It leaves me wondering what’s the point? I can buy some ************* from HF and pass it on with full support, or I can buy the best of the best and my son, if I have one one day, will look at my tools and wonder whether he should use them to complete a repair, out of fear of breaking some and losing another piece of dead ol’ dad’s collection. It’s kind of messed up if you really stop to think about it.

Have you actually tried to warranty something and been denied or just jumping to conclusions that SO is trying to screw over people?

 

[Davefr]

Lifted this 1983 warranty statement from collectingsnapon.com. Plenty of older catalogs on there if anyone needs to check policy on even older tools.

Catalog 600 from 2001.

Catalog 700 from 2003. First mention of "Buyer" which may be significant.

So if these tools have been in service for 20+ years, then how are they now "defective in worksmanship or materials."

Wear and tear, metal fatigue, etc are not defects.

A wrench that snaps in half, peeling chrome on a new tool, a dead blow hammer that self destructs are legit defects. A worn out ratchet, mangled screwdriver tip, sloppy old socket, worn toolbox drawer slides, rust are hardly defects. This is where SO (and the other tool companies) should crack down IMHO. (ie "to maintain their everyday low prices")

 

[Fedwrench]

The old saying used to be that the higher your truck balance is, the better warranty service you get from your driver

Besides, with Snap on being as a superior tool as they are, you should never need a warranty.

If there is a snap on warranty change, it's geared towards the something for nothing crowd that buys broken tools and tries to swap out for new. I don't think legitimate snap on customers, past, present, or future will have much to worry about.

 

[Davefr]

I don't think legitimate snap on customers, past, present, or future will have much to worry about.

Except for submitting proof of purchase (assuming SO 100% demands it) and they're no longer serviced by a dealer.

All this is still speculation. The poster that started all this is a 1 post newbie that joined yesterday and claims he's from Kenosha with insider info. It remains to be seen if anything is really any different.

 

[seber]

All of my Snap-on tools were bought off the truck 40 years ago. Recently they replaced the entire screwdriver set with no problem. They also sent a rebuild kit for my father's ratchet circa 1940. No hassle. I think they are doing just what they should.

 

[pswallace]

I hope this isn't a repeat answer... so I just got off the phone with SnapOn and gave them the #s of 2 sockets. She needed to confirm my contact info(from prev warr. claims) and expect the new sockets in 7 days. She didn't ask for proof or a receipt. I haven't had any issues yet with them and these sockets are kind of old. My father-in-law gave me a couple buckets of tools from his days as a mechanic. Some are in bad shape. Assorted brands and thankfully 99% USA made.

 

[californiamilleghia]

lifetime warranty for so many things has fine print that really makes you question if its worth paying 2x the price.

Craftsman is probably the best , because whoever bought the Craftsman name probably were not ordered to warranty the old tools forever , so anything you get is a plus.

Does the SO tool truck owner get charged if he exchanges broken tools?

 

[finn]

lifetime warranty for so many things has fine print that really makes you question if its worth paying 2x the price.

Craftsman is probably the best , because whoever bought the Craftsman name probably were not ordered to warranty the old tools forever , so anything you get is a plus.

Does the SO tool truck owner get charged if he exchanges broken tools?

Dewalt said, when they bought Craftsman many years ago, that they would honor the warranty, and, from all signs, they have.

They’re obviously not going to honor the warranty on tools no longer in production, and the replacement won’t be exactly the same, but that’s to be expected.