Snap On replacements?

[ScottsGT]

Does anyone know if Snap On offers mail in tool exchange? The reason I ask is that I no longer make a living with my tools in a garage, I still use them and on occasion, I break them. With my work schedule, it is a real PITA to try and chase down a tool truck when I need them once every 5 or 6 years. And the last two times I had a tool serviced, it was much less than stellar service. I guess it makes sense since I am not one of the truck guys regular customers. But one was a ratchet that I actually emailed Snap On about (probably 10 years back) Not only was the mechanism broke, but the chrome was flaking off. Snap On told me this entire ratchet should be replaced under warranty.
I left it with my brother's garage he used to own and he took care of it for me, but the dealer said that the chrome finish was not a warranty item and just repaired the head.
Second time was my 1/4" drive ratchet. Guy didn't have the new parts on hand. So, no kidding, he pulled a rusted old junk ratchet out of a 5 gallon bucket of junk tools, took the parts out and wire brushed them off and reinstalled them in my ratchet. Sure, it works perfectly. But the original parts had a "bluing" to the finish that helps protect it from corrosion. After they were wire wheeled, they are in the white now and I have to take extra precautions as to keeping it well oiled at all times.
Now I have a 13mm deep well and a 15mm deep well socket that have split on me. I'm afraid they are going to pull out their MIG welder and weld the crack up and hand it back to me now.

 

[Jrussell86]

Yea, they have an 800 number on their web site I have had them replace a few things for me like that when we didn't have a truck running. It was a pretty quick and hassle free thing just call them and they will take care of you. And to comment on the chrome peal that is covered under warranty.

 

[justgurn]

Yes, I have use their service and the items I was having replaced. They didn't have me send the broken items back. I use the Mac service as well. No fuss.

 

[unslow1]

I did one over the summer. Great customer service. Took about 3 days.

 

[ScottsGT]

Thanks guys, I'll look it up.

 

[C96]

Glad you started this thread and funny thing is, I too have a 15mm deep well that has split on me. Several others have chrome chipping issues. My old black handle screwdrivers have virtually crystallized and crumbled into pieces….WTF! I think I will start a separate thread for that issue with some pictures soon.

I know when I first purchased my tools Snap-On was more than willing to replace any defective tool for just about any reason no questions asked. Of course, that was many years ago and back then they were really big on the “guaranteed for life” marketing strategy since so many opted for the much less expensive Craftsman tools with their no hassle replacement program. I think that has changed a bit now and the relationship you have with the local S-O dealer is the determining factor on how far your “guaranteed for life” actually gets you.

Nice to know there is a mail-in program to honor broken tools and not have to rely on a personal relationship with a dealer, or the dealer servicing your needs based on how much money you spend with him or her each month.

 

[Davefr]

They may ask for proof of purchase since the warranty only applies to the original purchaser.

However it's YMMV. If it's just one or two tools they might not care. If it's more then that then they may ask for your purchase receipt.

 

[RCStocker]

My experience with trucks is different. If I need that odd tool I have stopped the truck on the road. I never buy tools other than the odd one I might need or a fill in socket so I can sell a set.

I have had my garage owner friends replace things for me and the Snap-on guy will not fix many things unless my friends buy something major. It took me 6 months to get things replaced and fixed. It was really bad. I am not saying all truck owners are that way.

As for Craftsman tools. I have a dozen sets of everything and only split one socket in 60 years with a cheater bar. I have had Snap-on sockets that would not bite the nut and had to get a Craftsman socket. I have a full line of Snap-on tools because I buy out businesses and estates and have gotten them for 20 cents on the dollar. I would not fuss over a ratchet works being used. You pack grease in them. What is your problem. He got yours working because he did not want you to be without a tool. If it goes out again you can get it replaced. It think he went above and beyond his duty just to help you and yet you grumble. You say you sent one in and they said it needed replacing? They would have sent you a new one if you did. Not sure what your problem is but you sure are not a happy camper. Might want to change your attitude and not the tool

 

[Wamsutta]

Thanks guys, I'll look it up.

Mail your tools here:

Snap On RPC ARS
2801 80th ST Dock 8
Kenosha, WI 53143

 

[ScottsGT]

My experience with trucks is different. If I need that odd tool I have stopped the truck on the road. I never buy tools other than the odd one I might need or a fill in socket so I can sell a set.

I have had my garage owner friends replace things for me and the Snap-on guy will not fix many things unless my friends buy something major. It took me 6 months to get things replaced and fixed. It was really bad. I am not saying all truck owners are that way.

As for Craftsman tools. I have a dozen sets of everything and only split one socket in 60 years with a cheater bar. I have had Snap-on sockets that would not bite the nut and had to get a Craftsman socket. I have a full line of Snap-on tools because I buy out businesses and estates and have gotten them for 20 cents on the dollar. I would not fuss over a ratchet works being used. You pack grease in them. What is your problem. He got yours working because he did not want you to be without a tool. If it goes out again you can get it replaced. It think he went above and beyond his duty just to help you and yet you grumble. You say you sent one in and they said it needed replacing? They would have sent you a new one if you did. Not sure what your problem is but you sure are not a happy camper. Might want to change your attitude and not the tool

What's my problem? I paid for a $75+ for a 1/4" drive ratchet that supposed to work and have a certain level of finish on it. He never even asked me if he would like me to leave the ratchet with him and he would order the parts and I could meet back up with him. If you bought a new Cadillac and a year later the axle fell out of it, would you be happy if they pulled one from a rusted out hulk of a car in the scrap yard and gave it a spit shine and polish but left the finish off of it?
EDIT: Not just the internals of the ratchet, but the black, removable cover is now bare metal. External to the inner workings.

I never said I sent one in. I contacted Snap On via email and they told me that the chrome peeling off was covered. Guy on the truck said it wasn't.

 

[kythri]

Mail your tools here:

Snap On RPC ARS
2801 80th ST Dock 8
Kenosha, WI 53143

Do NOT just blind mail tools without first getting an official RMA issued by Snap-on.

 

[unslow1]

Just call first. They said as long as it was only one socket they would mail one out.

 

[Mohawk Dave]

Yea, SO is cool when you call them. They've taken care of me and I'm just a lowly shade tree.

And don't worry about RCStocker. He likes to go against the grain.

 

[Deskmechanic]

I love snap-on warranty service via mail. Like the OP I am a former tech who still has a large number of snappy tools and boxes. I have gotten many items without even returning the old one, the customer service rep just asked that I destroy the damaged/worn item.

 

[Skin]

Do NOT just blind mail tools without first getting an official RMA issued by Snap-on.

This. They've been shipping broken tools back to people with notes asking for proof or purchase. With an RMA over the phone you'll already be in the system and that's if they even want it back. Often times if its a simple item they wont ask for it.

 

[Deskmechanic]

My old black handle screwdrivers have virtually crystallized and crumbled into pieces….WTF! I think I will start a separate thread for that issue with some pictures soon.

This is a common issue that has been covered a number of times. Call snap-on and they will take care of you with some new handles or entire new screwdrivers. Don't bother with a driver if you are not a regular customer.

 

[930dreamer]

I was asked if I had the receipts when I called about some replacements.

No receipt= no replacement

 

[crewchief888]

ive warrantied several things with SO via email with zero problems.

they've never asked for proof of purchase, pics of damage/broken sockets, or wanted the broken items returned.
typical shipping time was less than a week
i've also had drivers replace tools that were clearly abused, without question.


FWIW i had the same results with a cornwell ratchet.

matco did things differently, they wanted the broken item returned before they would send out a new one. 3 week turnaround

mac has never responded to an email

just my $0.02

 

[Wamsutta]

I was asked if I had the receipts when I called about some replacements.

No receipt= no replacement

How many tools were you wanting replacements for?

 

[930dreamer]

How many tools were you wanting replacements for?

Two items.

 

[Wamsutta]

Two items.

I'm surprised they asked for proof of purchase for just two items. Usually they pull that card out when someone tries warranty a whole bucket full.

 

[930dreamer]

I'm surprised they asked for proof of purchase for just two items. Usually they pull that card out when someone tries warranty a whole bucket full.

I rather not chase a truck around town so I thought I'd give the 1-800 number a try. One was a wrench from 1956, a bit before I was born. The other is a extension without a detent ball. No reason to buy new Snap On tools for my grandson, he won't be able the warranty them?

 

[Wamsutta]

I rather not chase a truck around town so I thought I'd give the 1-800 number a try. One was a wrench from 1956, a bit before I was born. The other is a extension without a detent ball. No reason to buy new Snap On tools for my grandson, he won't be able the warranty them?

You could try the 1-800 number again and see if you get a different person. But what I'd do is box them up and send them in to that address I posted earlier. They're not doing you any good while they're broken and the worst that could happen is you'd be out the expense of the postage.

 

[PFSard]

ive warrantied several things with SO via email with zero problems.

What was the email address that you used?

Thanks
Paul

 

[crewchief888]

What was the email address that you used?

Thanks
Paul

went to the website, clicked on "contact us" seems like there was a drop down menu, "general question" typed in my mailing address, and a description & part number of what was broken.

got an automated response within 24 hrs

 

[Hpozzuoli]

My snap on guy is on vacation so I thought I would try calling to warranty a dead blow. They are sending a new one out and I don't need to send the old one..too bad the old one is injured so badly. It was almost too easy.