Snap-on's new warranty processing policy

[plinker]

I had sent in some tool's a couple week's ago to get replaced (needle nose & some screwdriver blades) and they sent the tool's back with this letter in the box.

I dont have an issue with the new warranty processing policy they state in the letter, except for the proof of purchase bit.
Reason being I do keep invoices & reciepts, but when I had bought stuff off the truck before and paid cash, I usually did not get one. And I never got one when the tool was a gift (which a little bit of my stuff was).

I'm not really sure what they'd do about not having a reciept (for legit reason's), but I can understand why they are doing it.


And please do not turn this into a bashing fest, I am simply following up on something that had been mentioned in another thread about a month ago, so consider it a public service announcement .

 

[canuckian]

another good thing spoiled by the self-entitled ones who send in buckletloads of rusty, busted up, 40 year old flea market **** that they got for a dollar to get back for free hundreds or thousands of dollars worth of new, latest version tools to sell at a huge profit. thanks!

 

[onebad90lx]

thats pretty interesting and I think what it does or what it will do is hurt the guys like me who want to use good tools but dont buy from the local snap on dealer, I buy from guys on here and the local market. I would imagine its something that also has to do with ebay, because now alot of sellers on ebay are putting in there description that the tools have no warranty etc. I know I had listed something on there before and I believe I stated it had a warranty and they booted it off. I think its only going to hurt snap on in doing this. I dont think anyone that disagree that the secondary market is huge. Luckily I do have a local friend who can get things fixed for me now and I guess everyone would like to say things dont break often. Just my two cents

 

[chadster1]

Did they send new tools back or the old ones?

 

[lennoxlennox]

well it says it "may be denied" and the first option they tell you to do is give it to your truck guy... probably pretty much what most people do

i think that's great if they tighten it up to stop the hacks who don't use the tools but buy them and use the warranty to resell at a higher price

 

[Buckgnarly]

I don't see anything different, it says the warranty MAY be denied, not that it "will"....

I have not seen the written version, but I'm thinking this is a form letter that may have been going out for a while now.....

 

[concealer404]

Nice.

No longer looking for SnapOn tools on GJ i don't think.

 

[purplezr2]

I always call as I live in the middle of nowhere and have had no issues, but I only warranty an item or two at a time when I break them. Typically they don't even asked for the old one back.

 

[DRhodes]

I received the same letter. They send the old tools back to you and you have to call Snap on customer service to start the warranty process. Luckily I still had my receipt from 2001 when I purchased the ratchet.

 

[warmpancakes]

they are breaking the consumer protection law/uniform commercial code they can change the policy for new purchases but older ones they can not do this legally

 

[plinker]

Did they send new tools back or the old ones?

They sent the old one's.

I do buy a few thing used from the classified once in a while (and not beat up **** just so I can send it in), but lately I've been buying off the website for a couple reason's, A; no local dealer, B; I've needed the stuff & can afford it even if it mean's saving up a little.

 

[Buckgnarly]

I always call as I live in the middle of nowhere and have had no issues, but I only warranty an item or two at a time when I break them. Typically they don't even asked for the old one back.

I'm in the same boat. They have always told me a call tag MIGHT be sent out for the old tool, but never has been. I've probably warrantied about 20 itmes or so, with maybe the max of 6 at one time.

I think this making a mountain out of a molehill..........next time pick up the phone and call, the ENGLISH speaking people on the other end are ALWAYS wicked friendly!

 

[warmpancakes]

I'm in the same boat. They have always told me a call tag MIGHT be sent out for the old tool, but never has been. I've probably warrantied about 20 itmes or so, with maybe the max of 6 at one time.

I think this making a mountain out of a molehill..........next time pick up the phone and call, the ENGLISH speaking people on the other end are ALWAYS wicked friendly!

I got a call tag once for a 2 year old wrench with peeling chrome, I could literally peel it with my fingers

 

[chadster1]

they are breaking the consumer protection law/uniform commercial code they can change the policy for new purchases but older ones they can not do this legally

The warranty policy has always stated that it only applies to the original purchaser and that proof of purchase may be required.

 

[warmpancakes]

look in the older catalogs

 

[jjjrmx5]

The warranty policy has always stated that it only applies to the original purchaser and that proof of purchase may be required.

So how does that work with used Snap-On tools bought off your truck then Chadster?

My former driver used to sell me used SO tools from his route and I'd pay and get a receipt but no tool was listed, just the amt paid and confirmation of payment.

If I'm not the orginal purchaser of a S-O tool but am buying a used S-O tool thru a driver and no p/n or tool no. is on the invoice, then is someone or the company "cooking the books" so to say?

I'll have to ask my current driver as this was never a concern of mine but now may be. Hmmmmmmmm...

 

[Displaced Hokie]

Although I don't have a huge problem with this...it will affect the used value of SO tools as the warranty is now pretty much void to anyone w/o truck access. And we know how much the truck guys love to warranty stuff for folks who didn't buy from them.

 

[mlittle29]

I just called Snap On yesterday to warranty a flex extension that bent. After reading this threat, it makes a little more sense to me why the Customer Service Rep stated: "My system says this item is not required to be returned for warranty, we will simply ship you a replacement." She also did not tell me how to dispose of the item that is defective...I still have it, because I don't want someone else getting it and getting it replaced again...if that makes sense.

 

[purplezr2]

I just called Snap On yesterday to warranty a flex extension that bent. After reading this threat, it makes a little more sense to me why the Customer Service Rep stated: "My system says this item is not required to be returned for warranty, we will simply ship you a replacement." She also did not tell me how to dispose of the item that is defective...I still have it, because I don't want someone else getting it and getting it replaced again...if that makes sense.

Really they tell me to throw them out.

 

[jeffmoss26]

I just called in to have 2 picks replaced, which I ordered from the 10 piece set online. They asked me for the order number which I had, and they are sending the replacements. Did not have to send the old ones back, which I would gladly have done if they asked me to.

 

[onebad90lx]

I guess now I know why someone snapped up all my old worn ratchets!

 

[chadster1]

So how does that work with used Snap-On tools bought off your truck then Chadster?

My former driver used to sell me used SO tools from his route and I'd pay and get a receipt but no tool was listed, just the amt paid and confirmation of payment.

If I'm not the orginal purchaser of a S-O tool but am buying a used S-O tool thru a driver and no p/n or tool no. is on the invoice, then is someone or the company "cooking the books" so to say?

I'll have to ask my current driver as this was never a concern of mine but now may be. Hmmmmmmmm...

There has been no change in the process in which dealers process warranties.

 

[fordbroncodave]

how am i supposed to warranty something that my dealer is iffy about doing.

do you think that someone in the automotive business for 40 years is gonna keep every receipt?

the send tools in to be processed should be manditory but the proof of purchase is a load of ****

 

[jjjrmx5]

There has been no change in the process in which dealers process warranties.

But if your dealer/driver changes (as they have and do) and the invoice has no part #., I'm back to a used Snap-On product that I have no proof of original ownership on except I paid the driver for something not-listed.

My current dealer should not be an issue, but if I go to a non-dealer serviced facility, I;m back to my word-against S-O's and a 8 1/2 by 11 piece of S-O paper that has no validity.

I have no issue with clamping down on warranty fraud but I'm curious about the road this is heading down.

Thanks Chadster.

 

[plinker]

But if your dealer/driver changes (as they have and do) and the invoice has no part #., I'm back to a used Snap-On product that I have no proof of original ownership on except I paid the driver for something not-listed.

My current dealer should not be an issue, but if I go to a non-dealer serviced facility, I;m back to my word-against S-O's and a 8 1/2 by 11 piece of S-O paper that has no validity.

I have no issue with clamping down on warranty fraud but I'm curious about the road this is heading down.

I agree & I think it's a gray area now.

Like I had said with having some tool's that were gift's, If I need proof of purchase how do I come up with it? I'm sure they'll take care of it being the operative word used by them is may.
I imagine there's a big difference in having someone wanting to get warranty replacement on a gifted screwdriver vs. a bunch of (junk?) tool's that may have come from a flea market or whatever.

 

[warmpancakes]

I think its more to stop the people sending in tools from the 40s and 50s and asking for warranty

 

[Buckgnarly]

The warranty policy has always stated that it only applies to the original purchaser and that proof of purchase may be required.

Does anyone read ALL the posts?

 

[plinker]

I think its more to stop the people sending in tools from the 40s and 50s and asking for warranty

Very possible. I think they want to keep better track of what come's in overall given the RGA bit. Matco does the same thing with their warranty return process in that they require an RGA to return stuff for warranty.

In a way the whole thing is a bit over nothing, but I figured it's post worthy

 

[Stuey]

This sounds very reasonable as a cost/loss-cutting measure.

What would be the alternative, even higher prices all around?

 

[concealer404]

One would think the lifetime warranty (lifetime of the tool, no matter how many owners) would be built into the cost already...

 

[rlitman]

I think its more to stop the people sending in tools from the 40s and 50s and asking for warranty

I doubt that. It seems like they're just not taking any warranty claims by mail any more, and everything mailed in gets sent back like this.

I think the change, is that they're pushing all warranty claims through the 800 number now. Just call them, and they'll take care of you.

 

[Roots]

This sounds very reasonable as a cost/loss-cutting measure.

What would be the alternative, even higher prices all around?

+1

 

[Syndicate]

Where to start
I think that ppl are misunderstanding the warranty. Yes they want you to be the original purchaser. Yes they would like to know that you either ordered online or off a truck. They would also like proof that you did this. Not in all cases is this true, but can, as the op stated, be asked of you.

If you buy here off of GJ or eBay, and you use the tool, then need a warranty, are you entitled to the warranty? Gray area inserted.

I have no trouble because I buy close to 500K per yr worth of tools, and it helps to know regional managers on both coasts. I do not keep a receipt when I do not get one to start with. But I do make the person selling me the tools fill out a form. It is 3 short paragraphs. It basically has all of there information matching their DL and I take finger prints by their signature. Learned long ago to do this after some not so honest people sold me stolen property.

If you are a pro, have a truck that stops by, you are much more likely to get your GJ or eBay tools warranted. I found long ago, if you are honest with your dealer, meaning, you say, Yea Chadster, I got this one off of eBay, or Yea Mr. Shaun, I got these off of GJ (using names as examples only) you are much more likely to get it warranted. Does the truck dealer have to warranty an item? No he does not. If you read the fine print, Dealer Discretion.

If you are a pro, and do not have a truck that stops by, they wanna know how you are a pro, and have no truck? You still can warranty the tools. Just call the customer service and let them know.

Now if all you do is buy off of eBay and look for damaged tools to buy, and send them in, well guess friggen what? Your gig is up! You are hated by any Snap-on franchisee, the professional mechanic, the backyard mechanic who buys tools off of truck or online, and Snap-on is looking for you to put you in jail. Yes, you are breaking laws when you do this.

And just a little fyi for those interested in big brother theory. So you know, Snap-on has people, that buy tools on eBay, and report back to the company. They also have people that are on here, this forum, and many others that read the forums buy tools and report back to the company. They also have some of the best lawyers in the world, police their own, and Make the best tools on earth!

 

[concealer404]

Ok, so just to be clear.... the Snap-On warranty is (for most hand tools for instance):

Lifetime Warranty. In which "lifetime" is defined as the amount of time the original purchaser owns the tool.


The gray area you speak of is exactly why this thread exists.

 

[4x4gearhead]

I guess those of us who have a dealer are lucky. So am I to believe that you guys are getting warranty replacement on things without sending them in? Is this just with small items?

 

[m_hatcher]

I have had to warranty one item and because I dont have a dealer, I called the 800# and they sent me a brand new s80a and didnt ask me to send my old ratchet in. I even asked if I should and also told them that the ratchet was not purchased by me but by my father and given to me.

 

[rhastings80]

Wow, this is interesting. I would think for the price they charge on their tools that this was already factored in the initial selling price. Guessing this will affect used/ebay prices now.

 

[el tanque prohibido]

Plinker,

Which address did you send your tools to?

I've used this address below and have always had new tools sent back.

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

 

[DRhodes]

Plinker,

Which address did you send your tools to?

I've used this address below and have always had new tools sent back.

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

That is the address I have always used as well and my old tools were sent back with the same note that plinker received.

 

[el tanque prohibido]

That is the address I have always used as well and my old tools were sent back with the same note that plinker received.

Well, I don't know if it makes a difference or not, but I've just sent one tool in at a time.