I've got a pair of side cutters that I contacted Snap-On via live chat about warranty I asked if I had to send my old ones in and they said they wouldn't know till it was processed and they'd E-mail me, well I accidently got myself locked out of my email so now I'm screwed and need to know will I be sending my old ones in and if do will they send postage? Thanks
Snap-On online warranty
- Thread starter JUNK-MAN
- Start date
Buckgnarly
Well-known member
I really doubt it, only thing I have had to send back was a ratchet that was worth well over 100 bucks.
techenthusiast
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- Jan 20, 2014
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Yes the side cutters needed to be sent in for me. Any single item above certain amount of money triggers the flag to send it in in my experience with the 1-800 phone number.. That's what they told me when I did my side cutters
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rlitman
Well-known member
As far as I know, this is not the case. It is more of a "random" sampling.
I've had numerous things worth several times what side cutters sell for without being asked to return anything.
As to the OP, you could always have another live chat, and explain your email issue.
Buckgnarly
Well-known member
I have always wondered if they keep track, and flag the people who warranty yard sale type stuff, i.e. large amounts. I recently warrantied a $115 hammer and did not have to return that, but did have to return a $75ish hammer a while back. Tons of screwdriver shafts and a few pliers have never been flagged for return for me also.
As far as I can tell, there is no set value (though I have only been required for expensive stuff, but not all expensive stuff), just random as you said.
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I just called them on the phone. They wanted a set of duckbill pliers back. They did not want two sockets back. Their customer service was outstanding. Other brands, as has been discussed before, you will have trouble with.
Just web chatted again, By chance I got connected to the same person and said they would not need the old ones sent in so I got a free pair of SO side cutters! I guess I'll just sharped the old ones with a file and toss 'em in another box.
I talked to Snap On earlier today about a pair of side cutters and a pair of needlenose pliers. They are having me send the old ones back. I didn't have to send back a broken flex socket a few months back. I figured they might want pliers back since I could potentially sharpen and reuse or sell the old ones, whereas a broken socket is pretty much useless. And yes, their people are excellent to deal with on the phone.
Finky198
Well-known member
I have had the same experience it seems to be completely random with items price over $50-75 anything under that I don't think they bother with, it's probably just not cost-effective to ship things back-and-forth something like. Large weight and odd dimensions could also be a factor.
I can't Imagine the cost of having to ship 32oz 40oz hammers or 36" pry bars.
I called 2 days ago about a few item was told that I didn't need to send them in. Yes there customer service is excellent.
Oh and they will usually send you a ups prepaid label by email you can just print it out and stick it on the box.
I can't Imagine the cost of having to ship 32oz 40oz hammers or 36" pry bars.
I called 2 days ago about a few item was told that I didn't need to send them in. Yes there customer service is excellent.
Oh and they will usually send you a ups prepaid label by email you can just print it out and stick it on the box.
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That's nice. I've never had to warranty snap on that way as I have friends at dealerships and havnt needed anything lately. My only other experience was with Proto. They require you to send the item, in this case a wrench, back to them on your dime and in a week I had a new one. Besides the couple bucks for shipping it was good.
Wamsutta
Well-known member
I just got through sending a ratchet in. They sent me a shipping label in my email. The ratchet arrived to them on December 09 and the replacement ratchet left their facility on December 17. What the ratchet was doing there between the 9th and the 17th I have no idea. Maybe the ratchet had to be discussed over a board meeting or something.
Hondarancher4435
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- Jun 16, 2015
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Yes I have seen people get denied before typically the dealers only like to take care of their regular customers so if you go on the truck just for warranty they may or may not honor the warranty
Normally the only thing they 99 to 100% times reject is rust on the tool. Screwdriver 10 years in the garden, told by my dealer that with the rust they would not warranty. So into the glass beader and **** no rust. No problem to replace.
My dealer has several piles of stuff to return, he is waiting for a price increase in January.
rlitman
Well-known member
I actually experienced just that one, and can attest that they replaced it.
I once bought a bit holding screwdriver used for a couple of bucks. It had an awful smell (even worse when I opened the back cap, and some rusty putrid liquid came out that smelled like a mix of cat urine and vinegar, and was so potent you had to brace yourself to not wretch), so I put it in a zip-lock bag with some soap and left it outside my shop door (it was too nasty to even bring in the shop), and then promptly forgot about it.
Several years later, I found it in the tattered remains of the bag, while raking a pile of leaves. The handle had petrified into a crack ridden crunchy plastic that had the friability of stale bread. The cap to the handle had liquified into something that resembled a molten mini marshmallow, and the metal shaft looked like something recovered from a shipwreck, though all the smell was gone. Yet you could still sort of read "nap On" on the handle if you looked hard enough.
I sent it in with a bunch of other broken stuff (back when you still sent things in; and the other stuff was clearly legitimate warranty claims I had accumulated over the years), with a note explaining EXACTLY the story of the screwdriver, and how I completely understood if they didn't want to warranty it. I was absolutely shocked when I got a hard handled ratcheting screwdriver in the mail with my other stuff.
"Yes" (note quotes). SO told me that Waekon needed to warranty my test light as they made it for SO, Waekon said it was a SO issue. So I took the two emails, combined them together, e-mailed everyone and said, "HEELLLLLLLLLLLLLLLLLLLLP, who's going to handle this?"
SO did so through a local gas station. I left the item with him, he gave it to his guy they put a new shaft in the test light and I got it back. Problem solved.
I warrantied a Snap On flex ratchet through email. I just emailed Snap On and they sent me a new ratchet. I still have the ok'd ratchet. The old ratchet was a 936 the new update at chest is a daul 80. Snap On did not want the old ratchet. I did the same with a 10mm combo wrench. I sent pics of the defective tools both times
Wamsutta
Well-known member
That's the exact opposite of my experience and I sent pictures too. They wanted the old ratchet sent in. Took about 3 weeks to get the new ratchet. The one I sent in was sitting there at their facility for a whole week before they sent the new one out. Now I'm getting ready to send the new replacement ratchet back to them. I'm waiting on a shipping label.
I think its a judgement call by whoever answers the call. My friend bought a pair of Snap On vise grips online. When he received them they were defective, the lever would pop out of the crimped area every time you opened them. They sent a new pair and he was able to keep the defective one.
hautpot
Well-known member
I just wanna complain about the service I got today from snap-on regarding these some sockets:
I called by phone and told them 2 of the thirteen Torx sockets I just got were really scratched. The guy on the phone (Matt) told me they were just tools and they they don't warranty scratches or anything aesthetic.
At that point I didn't bother with the off center hex on the other socket I needed warrantied.
I've warrantied **** looking new tools before I've wondering why they changed their policy?
I called by phone and told them 2 of the thirteen Torx sockets I just got were really scratched. The guy on the phone (Matt) told me they were just tools and they they don't warranty scratches or anything aesthetic.
At that point I didn't bother with the off center hex on the other socket I needed warrantied.
I've warrantied **** looking new tools before I've wondering why they changed their policy?
areyouanywhere
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- Aug 3, 2011
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- 70
That is really cool they send out replacements without asking for the broken ones back sometimes. Seems like that policy could be abused easy though.
I bought a brand new FL80 ratchet a few years ago and the chrome was peeling right off in the shipping envelope so I emailed Snap-On with pictures and they said they'd send me a new one and a prepaid shipping envelope to send the old one back. When the ratchet showed up there was no envelope, so I emailed back and was told to "render the old unit inoperable" So I ended up wire wheeling the chrome off the first ratchet and keeping it as a spare.