Snap on warranty experience

[Mstrfxit12]

Just wanted to pass this on to the other members. Yesterday I called snap on customer service to inquire about replacing on warranty the gas springs on my KR791 that are pretty shot and not reliably holding the lid up. She asked what dealer i had bought it from and I answered honestly that I had bought it used from an individual. She very nicely informed me that those parts would normaly be covered by the warranty but that the warranty only applies to the original purchaser not to any subsequant purchasers but that the parts were availble for purchase. I thanked her for her time and hung up so I could take time to regroup and potentially look at other avenues. I just wanted to pass this on as I know many people will pay the extra price for snap on with the understanding that the life time warranty is in place, or is it....
Chris

 

[GeorgiaHybrid]

If you have a dealer, he should take care of it for you. If not, that has been Snap-on's warranty policy for a long time. Most of the time it is not an issue but for normal wear and tear items on tool boxes (slides, struts, etc), this should not come as a surprise if you bought it used.

I have never heard of someone having a problem with hand tools that were bought used but for larger ticket items, I have heard of issues like yours. I bought my box used but have a very good dealer that will take care of any problem that I have and has also helped several friends as well. If you don't have a dealer, do you have a buddy that is in good with one?

 

[Catamount]

I bought my KRL-791 used and just last month called in and told them that my struts were shot. She said "no problem, those are covered" and asked for my address. She did not ask where I had bought the chest.

A new pair of struts arrived less than a week later.

If I were you, I'd keep calling until you get a service rep who is willing to help you.

 

[Mstrfxit12]

If you don't have a dealer, do you have a buddy that is in good with one?

That was the other approach I was planning.

 

[browntown]

I bought my roll cab used, and when I called for a replacement slide, I got the same lecture and bought the part. They were nice about it, and the parts were affordable, but I was a little surprised when they asked for my cc number.

 

[jjjrmx5]

If you have a dealer, he should take care of it for you. If not, that has been Snap-on's warranty policy for a long time. Most of the time it is not an issue but for normal wear and tear items on tool boxes (slides, struts, etc), this should not come as a surprise if you bought it used.

That's been the expereience I have seen as well.

If the box/cart was bought new from a driver or used from a driver they are covered. In most cases even if a cart is a third party purchase and passed back and forth from employee to employee at a shop on a driver's route, usually a driver will comp you on the lid shocks. He know's he does business with you and can do a warranty claim slip himself as a work-around.

If doing a claim on the phone, it's a case by case basis it seems. Some folks get new shocks, slides, etc, others do not .

Hand tool policy is usually far more liberal, and air tool policy is pretty closely held to no matter the buyer but some drivers do push and pull that in a pinch. BTDT.

 

[canuckian]

most dealers would give you a new set without an issue (mine would) but there are some dealers and phone reps that follow the warranty to the letter. Can't blame them really but for dealers especially, refusing warranty on such a small item when there's the potential to make more $$ if you treat a new customer right would be a bad business move.
Like it or not, the rep on the phone gave the correct response with the information given. The warranty clearly states that it is only good for the original purchaser. Now, if you had just responded that you couldn't remember the name of the truck guy you bought it from but his route was in *insert random city here* then I'm betting you'd have 2 new struts enroute right now.