Snap on's customer support experience...

[Krician]

Extremely upset with snap on support.

GJ Members, I've tried. I've tried very hard with snap on customer support. Their products are amazing but getting help with them from the manufacturer has left me with dissatisfaction. When I first started working in a shop a year ago, i had a rough start with my dealer. As time went on, I've learned that I had to establish the friendship with him in order to achieve the best service. I've achieved that. I finally reached a moment where I saved my hard earned money to make a purchase that I never thought I'd be able to afford. I planned to order a KRSC46 tool cart in white to replace my HF 5 drawer, but was denied by my dealer due to his thought of my color option was non-existent. I had my research and he had his experience. Not wanting to start a argument, i went on with HIS decision to order a gloss black KRSC46 payed in FULL on the spot. The cart arrived and my excitement slowly died down after finding imperfections that I thought were not worth paying the full value of the cart. I've contacted my dealer about the flaws and he told me to either return the cart and get another, or to just deal with it. Still having my cart in white on my mind, i wasn't too thrilled to go through the process of returning and having the black one again and i was certainly not going to "deal with it". So i went directly to snap on support to see what they can do. I requested a seach of a KRSC46 in PU (white) and they found it in a matter of seconds. I explained to them that my dealer wouldn't order it because he "thinks" it didn't exist and i had the options of returning or dealing with my flawed gloss black cart. snap on support forwarded the issue to the buisness manager in my area and I was told told wait a week for a reply from the manager. A week goes by with no response. I call again and ask for the status of my case. They say that since my dealers manager didn't respond, it will now escalate to the regional manager. Another 7 days. I call again asking to speak to a supervisor. They three-way call to the regional manager and explain my case. They offer $200 in compensation, and i decline their offer. I tell them to take back my cart and order my white one. The manager promptly puts the order through and promises a 4-6 week turn around for the white cart. This was September 2nd. 4 weeks pass by and i call my dealer to check the status of my order. He tells me to just wait till the 6th week. I call snap on and they tell me they can't track the order, only the regional manager who ordered it can. I ask to contact him directly and they tell me they are not allowed to let me contact him, so they emailed him. A week goes by with no response. On the 6th week, i tell my dealer to track it down. He calls the manager and explains to me the bad news.

'The order never went through. My manager put in the order for a KRSC46GPU and what happened was the new generation has taken over changing the "G" to "F" now so it's "KRSC46FPU" . When their computer got the order, it just sat there since the "G" part number doesn't exist and it didn't supercede to the new "F" generation. I had to reorder the cart just now (October 9). The cart will be available on November 21.'

I am furious. I've tried to contact everyone in support that I could to catch this error earlier but now look what happened. Please share what I should do now. I do not what to end my purchases with snap on due to the quality, but I cannot stand their service.

 

[PartsGuy27]

That is truly a shame.

I have been dealing with Snap-On (and all the other tool guys) for years now and have never had an issue.

Sounds like your local truck guy is a bonehead and his managers don't really seem to care all too much. Although on the other hand, i'm not sure how the whole exchange process goes. Perhaps it is a very complex system.

I know if there was ever an issue my Snap-On truck guy would IMMEDIATELY remedy the situation. He will forever get my business over Mac, Matco & Cornwell for this reason.

 

[Wamsutta]

I had to reorder the cart just now (October 9). The cart will be available on November 21.

Will they let you use the black cart until the white cart shows up?

 

[Sprintman]

Not a surprise, about as good as their 'warranty'.

 

[Charlief]

What was your"flaw" on the original cart?

 

[logical]

Some would say that your story is a bit unclear, but I see it as very black and white.

 

[MattPersman]

Sounds like a normal poor driver story. There are so many that the managers I think just say screw it and hope you blow it off on your end. I gave up on mine

 

[WhiffySpark]

I think I remember the original post for this...

You just have a ****** dealer than you shouldn't have brought from in the first place

 

[gbh]

Some would say that your story is a bit unclear, but I see it as very black and white.

Badum tish!

 

[wornoutoldman]

If it were me I'd take a handfull of chill pills and wait for my new white cart. Then I would NEVER buy another thing from that dealer. I would however preview tools on his truck and then purchase online.

Be sure to post once resolved.

 

[1982fxr]

what were the flaws?

been very pleased w/S-O c/s myself. ***** to hear

 

[WhiffySpark]

isn't this the white gloves treatment cart?

 

[iScream]

So how many user accounts do you have here on GJ?

 

[toddoky]

isn't this the white gloves treatment cart?

Yep, that would be the one.

 

[toddacimer]

So what's wrong with the cart?

 

[WhiffySpark]

So what's wrong with the cart?

It got deleted. He took a picture of the badge with the macro setting on the phone. A little paint was "missing" inside. A piece of metal on the hinge wasn't perfectly straight either

 

[toddoky]

It got deleted. He took a picture of the badge with the macro setting on the phone. A little paint was "missing" inside. A piece of metal on the hinge wasn't perfectly straight either

The issue with the hinge was a legitimate gripe, but I couldn't see anything else in the posted photos that was an actual issue...certainly nothing I wouldn't have been happy to receive a $200 refund/credit to resolve. The fact that the OP has taken the time/effort to post about the same experience again in a lengthy manner indicates to me that the interaction he gets from doing so is more important to him than actually resolving his issue reasonably with Snap-on.

 

[Krician]

So what's wrong with the cart?

The cart had broken clips that held the corner bumper on (dealer said he will warranty it but never did.), there were spots of bare metal behind the drawers (snap on claims that it's okay because there is a corrosion proof coating everywhere but co workers and i saw the corrosion PROOFED areas compared to fully exposed metal areas), the logo looked like it took a pry bar at its edge (other members thought this was normal), the lid hinge rivet was poorly installed leaving the edge of the hinge raised from the body(with multiple opening and closing of the lid, the hinge would soon release from the rivet and damage the hinge).

The issue with the hinge was a legitimate gripe, but I couldn't see anything else in the posted photos that was an actual issue...certainly nothing I wouldn't have been happy to receive a $200 refund/credit to resolve. The fact that the OP has taken the time/effort to post about the same experience again in a lengthy manner indicates to me that the interaction he gets from doing so is more important to him than actually resolving his issue reasonably with Snap-on.

I've said in the past that I am a tool polisher. It's obvious others who are replying to this thread are not. I like having whatever I spend my earnings on to be perfect. My dealer denied my first choice of ordering my "dream cart" and forced me to go with his decision and have it arrive not perfect.

 

[nine4gmc]

Wait til the white one arrives in worse condition.

 

[thegroundpounder99]

Why did you take "delivery" of the cart if it was in such bad condition and not the color you wanted? As far as Snap On customer service, I've never had a issue. As a matter of fact I got a KRSC46 some time ago and showed my SO rep some dirt in the paint on top of drawers and he got in contact with rep and in 2 days I had a whole set of drawer guards for it.


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[Krician]

Why did you take "delivery" of the cart if it was in such bad condition and not the color you wanted? As far as Snap On customer service, I've never had a issue. As a matter of fact I got a KRSC46 some time ago and showed my SO rep some dirt in the paint on top of drawers and he got in contact with rep and in 2 days I had a whole set of drawer guards for it.


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I also complained about the shipping company used for my cart. Guy showed up, didn't give me a call BEFORE delivery (which members and also my dealer said he was supposed to do) went in the shop office and just said sign to the office people- when it even said MY name on the invoice, he made the office sign it, dropped it off then fled off. My boss told me I had a package when he fled off and i yelled "i was supposed to inspect it!" My boss said he just dropped then left.

 

[toddoky]

I've said in the past that I am a tool polisher. It's obvious others who are replying to this thread are not. I like having whatever I spend my earnings on to be perfect. My dealer denied my first choice of ordering my "dream cart" and forced me to go with his decision and have it arrive not perfect.

Without question, It's your money and you should take the issue as far as you need to with Snap-on to become satisfied with your purchase. What I don't understand is why you've made two threads about the same experience, this one being a few thousand words long instead of being a short follow-up message that just conveys the status of where you are at with Snap-on.

 

[Krician]

Without question, It's your money and you should take the issue as far as you need to with Snap-on to become satisfied with your purchase. What I don't understand is why you've made two threads about the same experience, this one being a few thousand words long instead of being a short follow-up message that just conveys the status of where you are at with Snap-on.

The first thread was deleted by mods due to the immature responses. The post is lengthy to explain some of what happened in the first post so people aren't lost on what's going on.

 

[toddoky]

The first thread was deleted by mods due to the immature responses. The post is lengthy to explain some of what happened in the first post so people aren't lost on what's going on.

I remember your first post very clearly and you basically received two types of responses: (1) you are being unrealistic, or (2) you should keep bitching until you get someone to take notice. What other responses do you expect to get the second time around?

 

[iScream]

Wait til the white one arrives in worse condition.

That would be karma at work. Kinda hope it happens and the people at Snap-on having to deal with this **** say too bad you have your white dream cart.

 

[Krician]

I remember your first post very clearly and you basically received two types of responses: (1) you are being unrealistic, or (2) you should keep bitching until you get someone to take notice. What other responses do you expect to get the second time around?

My main concern is how snap on handles my type of situation. They have their customer support number for a reason, right? My dealer was no help at all, so i turned to their main office support and every time I called it was "your dealer is responsible." Or "I've emailed the business manager" and not even getting a response from them. So this is getting me nowhere. You don't know how it feels to save your hard earned money for what Is quoted "the best tools" and have no support for when things aren't right with "the best".

 

[Krician]

That would be karma at work. Kinda hope it happens and the people at Snap-on having to deal with this **** say too bad you have your white dream cart.

Please explain how this is karma. Explain where I messed up in this situation and where snap on is correct.

 

[L.Cheapo]

I'm not saying you're right or wrong OP, but constantly chasing perfection will lead you to an early grave. Don't sweat the small stuff, man. You'll enjoy life more. I was that way too...I'm much happier now.

 

[AmateurMechanic]

I'm not saying you're right or wrong OP, but constantly chasing perfection will lead you to an early grave. Don't sweat the small stuff, man. You'll enjoy life more. I was that way too...I'm much happier now.

Just to play devil's advocate here:

When paying Snap-On prices, I too would expect perfection.

If I'm buying a HF box, I'd be fine with some flaws. But I wouldn't be fine with it if I'm paying full retail price for Snap-On like the OP did. I mean, would you honestly be 100% satisfied if you paid 10 times more for Snap-On (vs. HF) and got a product that wasn't perfect?

 

[heytrid]

get your money back and buy a mac or a matco or just deal with it.

As they say you vote with your money, and while you are not happy they still have your money, so don't give 2 poops about how "happy" you are obviously.

 

[iScream]

Please explain how this is karma. Explain where I messed up in this situation and where snap on is correct.

I remember the previous thread pretty well and I saw the pictures you posted of the "imperfections". Including being able to see your white gloves reflected off the box.

Your story has changed some since then. In that thread your dealer was a horrible guy who refused to warranty tools for your coworker because he doesn't buy enough now. So where you messed up first was buying anything from the dealer, as you described him in the other thread.

The next place you messed up is your unrealistic view that spots deep inside the toolbox chassis without powder coating are imperfections. As many, many people tried to explain to you, it shouldn't matter. If you take a door panel or some other piece of trim off your car, you will find that most hidden surfaces are not the same color as your car is painted.

I don't know how many Snap-on tool boxes are sitting in shops and garages around the world but I'm guessing it has to be a six digit number. I'd be willing to bet my next paycheck that most have the same "imperfections" as your box and they aren't all rusted up inside. Even the ones that are decades old. But 99 percent of the owners couldn't tell you for sure because they would never even think to look for a little missing paint in a deep inside corner of the box chassis.

So, I feel worse for the people at Snap-on having to deal with you than I do for you. I know quite a few people who have worked in sales their whole lives. Pretty much all of them have talked about purposely pricing a job or a product high for someone because the hassle of dealing with the person isn't worth the commission from the sale or profit from the job.

Snap-on seems to be pretty well known for taking good care of people who spend the big money on one of their tool boxes. Maybe the fact that you're having trouble should tell you something.

What are you going to do when your white box arrives and it has the same little spots inside without powder coating? What if you look inside and can see that someone touched up the inside with white paint? Do you think they are going to change their manufacturing process because some guy thinks there shouldn't be any spots inside without color?

 

[WhiffySpark]

Well what happened?

 

[firworks]

It seems to me like Snap-On would be smart to put some CSR on here to try to help some of these situations out. After seeing how Shane from ToolNut's been supporting their Fein deals recently it really seems to work well. Other companies have reps on here, and considering how much Snap-On is talked about on here I would think they should too.

 

[AmateurMechanic]

It seems to me like Snap-On would be smart to put some CSR on here to try to help some of these situations out. After seeing how Shane from ToolNut's been supporting their Fein deals recently it really seems to work well. Other companies have reps on here, and considering how much Snap-On is talked about on here I would think they should too.

That would seem like a good idea, wouldn't it? Even Tekton has a rep on here who is quite helpful.

But...to be honest, Snap-On doesn't need to do that. People will not stop paying a premium for Snap-On because of a few horror stories with their customer service. For better or worse, Snap-On can basically rest on their laurels based on the reputation that they've built up over the years. I bet plenty of people on here would keep buying Snap-On even if they started selling re-badged HF boxes.

 

[hautpot]

That would seem like a good idea, wouldn't it? Even Tekton has a rep on here who is quite helpful.

But...to be honest, Snap-On doesn't need to do that. People will not stop paying a premium for Snap-On because of a few horror stories with their customer service. For better or worse, Snap-On can basically rest on their laurels based on the reputation that they've built up over the years. I bet plenty of people on here would keep buying Snap-On even if they started selling re-badged HF boxes.

Snap-On could go the Festoolowner'sgroup, Apple support commuinty, Microsoft route where they host their own discussion board about their products.

But then they have to constantly ban all the members/shills comparing about how their Harbor Freight stuff is better

 

[Delerium]

That is truly a shame.

I have been dealing with Snap-On (and all the other tool guys) for years now and have never had an issue.

Sounds like your local truck guy is a bonehead and his managers don't really seem to care all too much. Although on the other hand, i'm not sure how the whole exchange process goes. Perhaps it is a very complex system.

I know if there was ever an issue my Snap-On truck guy would IMMEDIATELY remedy the situation. He will forever get my business over Mac, Matco & Cornwell for this reason.

if a company (snap on or otherwise) wishes to command premium prices, they need to have premium service as well.

 

[WhiffySpark]

if a company (snap on or otherwise) wishes to command premium prices, they need to have premium service as well.

They DO have premium service. That's the whole point. You either get a ****** dealer or someone trying to take advantage of something and all the sudden it's a horror story.

 

[wornoutoldman]

I bet plenty of people on here would keep buying Snap-On even if they started selling re-badged HF boxes.

Already happening. Look at Bluepoint!

 

[ADVANCEDTEK]

I remember the previous thread pretty well and I saw the pictures you posted of the "imperfections". Including being able to see your white gloves reflected off the box.

Your story has changed some since then. In that thread your dealer was a horrible guy who refused to warranty tools for your coworker because he doesn't buy enough now. So where you messed up first was buying anything from the dealer, as you described him in the other thread.

The next place you messed up is your unrealistic view that spots deep inside the toolbox chassis without powder coating are imperfections. As many, many people tried to explain to you, it shouldn't matter. If you take a door panel or some other piece of trim off your car, you will find that most hidden surfaces are not the same color as your car is painted.

I don't know how many Snap-on tool boxes are sitting in shops and garages around the world but I'm guessing it has to be a six digit number. I'd be willing to bet my next paycheck that most have the same "imperfections" as your box and they aren't all rusted up inside. Even the ones that are decades old. But 99 percent of the owners couldn't tell you for sure because they would never even think to look for a little missing paint in a deep inside corner of the box chassis.

So, I feel worse for the people at Snap-on having to deal with you than I do for you. I know quite a few people who have worked in sales their whole lives. Pretty much all of them have talked about purposely pricing a job or a product high for someone because the hassle of dealing with the person isn't worth the commission from the sale or profit from the job.

Snap-on seems to be pretty well known for taking good care of people who spend the big money on one of their tool boxes. Maybe the fact that you're having trouble should tell you something.

What are you going to do when your white box arrives and it has the same little spots inside without powder coating? What if you look inside and can see that someone touched up the inside with white paint? Do you think they are going to change their manufacturing process because some guy thinks there shouldn't be any spots inside without color?

The OP has every reason to be pissed. His only mistake was to be the better person and ignore rumors about his dealer who clearly "CLEARLY" lied to him about the color options. I'd say he should be upset by that alone but you say he's being unrealistic with the flaws he found. Sure if you want to bash him for being outspoken about his experience with a dealer you don't know personally.

I've got the KRSC46GPC or whatever the p/n is now and it does have flaws I didn't have to tell my dealer about because "he" unboxed it,"he" put the liners,"he" put the handle on. So what does that say about Snap-On? Better yet what does that say about "my" dealer. I think it says a lot about "my" dealer. I think knowing that someone who is unwilling to do his job and represent Snap-On with a (bought at full price cart) shows no respect for his customers.

I wouldn't stand for it. In this instance I think he should get a new cart and ask for something additional (set of drawer guards) for his aggravation. The picture comment about the white glove? What's that got to do with it? Some cars are not painted everywhere for a reason other than the skipping it to save money or a visible cue. Some coatings of sealer or rust proofing don't stick to paint or will affect the paint being covered.

Sure I don't know everything about the whole deal and I'm not siding with anyone. I just know from experience that if a company makes claims about their product then the service for their product when "NEW" is also part of that claim and should not be discounted or denied. Most dealers operate under their own control so they tend to follow "their" rules and play god over their customer. So who gets good service and those who do not is all decided by him.

The box is guaranteed against flaws in construction or workmanship right? Well all know that only goes so far and they'll find someway to void it so the only for him to call that into play and have them acknowledge it is new.

You read all kinds of stories here about dealer freebies to compensate for delays,damage,or lost in shipping issues so why can't they correct his issues or work it out with him? Because his dealer lacks initiative and not doing his job. That's lack of character or he doesn't know his company's rules or guidelines.

So what can the OP do? I don't think he posted this thread before he called Snap-On. He's just not sure of what to do or his options if there are any. I don't live near him but if someone did had a dealer come to their shop they could ask if they'd be willing to help. That's what I'm suggesting. I hope it works out.

 

[burke753]

All I'm saying is that if you have a crappy Snap-On dealer like I do. Don't buy from them. Sure I have some Snap-On stuff. Including my $10,000 KRL. I purchased it because Snap-On had some good rebates going on and I liked the box. Paid it off quick which ticked off the dealer and haven't bought much since.

I've never had a problem with Snap-On CS just dealer CS.

I do however think you have unrealistic expectations of how much they paint. Which is one thing I don't like. Snap-On paints their stuff vs. powder coating. At least on all the boxes I've seen. But I've only personally seen KRL's

They do not paint much of the inside. Of any box. It's just the way Snap-On builds they're stuff.

Their boxes are not the best on the market. My $1,500 Mac cart blows my box out of the water quality wise.

So if you're expecting nothing but perfection I hate to say. But you'll never be satisfied with a Snap-On box.


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