Snap-on's new warranty processing policy

[Toolhorder]

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!

I agree with just being honest with your dealer about where you got a tool from you want warrantied. I had a Mac dealer that I got a ratchet on feebay and needed a rebuild kit and he was fine with it. My Snappy guy could care less in fact he said if I'm a customer and the tool says Snap-on on it he's going to take care of me. In turn to him for anything I need. It works out pretty well for both of us

 

[House Sparrow]

A good dealer goes a long way. I buy the vast majority of my tools from my dealer, but I have never had any trouble getting anything Snap-On repaired or replaced no matter where it came from or how old and ugly it was.

I got an ancient (1920s) 5/8 Snap-On socket in an eBay lot recently. I showed it to my dealer just because I thought it was cool. He offered me a brand new socket for it without me even asking, but I kept it for my vintage Snap-On collection.

 

[Skyline]

This WILL effect my future tool buying decisions. I don't work with a Snap-on dealer, and have never kept tool receipts. This new policy will screw me over, as I currently have tons of Snap-on stuff.

I really like a lot of the European made tools, especially the Swiss and German brands. The quality of some of the European brands is arguably superior to Snap-on. The "Tools From The Old World" thread is a real eye opener to me. I have avoided this stuff in the past as it's near impossible to warranty. If Snap-on stuff is to become near impossible to warranty as well, then I may as well buy what I think is the BEST tool for the money, and it won't always be Snap-on as it has in the past. In fact, it may rarely be Snap-on again.

 

[znowaczyk]

Everybody acts like this is some "new" policy... This has been the policy for a very long time. It is now just being enforced more because of people abusing the warranty. Those are the people you have to thank. I could care less, my dealer is awesome!

 

[scott37300]

Has anyone had snap on turn down a warranty issue due to not having the receipt on tools that weren't rusted, abused, or from 1901? I've warrantied a few things from snap on's online customer service and have never been asked for a receipt. I don't keep my sales receipts for most of my tools, it would take up a closet and a half.

 

[m_hatcher]

People seem to be making a bigger deal out of this than it needs to be. I had to get a socket and a pick warrantied today and it could not have been easier. I had bought the picks online but the socket was from a set that I had bought from my dad would had a dealer back in the day. They asked me where I had originally got my stuff and I told the lady and she said ok and put the order through, no big deal. As long as you dont buy everything from a junk sale and try and warranty it then nothing is going to change. BUT, for idiots who buy broke **** and then warranty it, thats another story.

 

[Davefr]

I don't think SO's 1-800 customer service will enforce the "original proof of purchase" requirement for something nominal like a broken screwdriver or ratchet.

However I've seen a lot of guys on this forum buy beat up old boxes and then ask SO for a whole new set of expensive drawer slides. I'd bet that's the type of abuse that SO will reign in.

 

[Mike662]

Full disclosure: I am not a professional tech, just a home garage type guy working on my own stuff, plus the occasional job for friends and family.

My tools are various brands, including Snap-on. The Snap-on tools were purchased from a variety of places, both new and used. They are unquestionably among the highest quality tools I have. Over the years I've warrantied a few tools, but I have yet to break anything made by Snap-On (as far as I can recall).

Having said that, this thread raises some interesting points:

It appears that the policy has always been written this way, and maybe now it is just being enforced more strictly. It's also possible that the OP's experience was an isolated thing.

Yes, something needs to be done to prevent people from buying a bunch of rusty **** at a flea market for $1 and sending it in for replacement. That's an abuse of the system. If I buy a Snap-On ratchet, regardless of where, the only way I am going to try to warranty it is if I break it during normal use, or if the chrome all falls off.

It's pretty clear that there are several things "built in" to the price that Snap-On charges for tools. This includes high quality, the convenience of having a dealer come to your shop, and a great warranty. If they are not going to honor any warranties on tools that were acquired second-hand, that removes one of those factors for someone like me to buy used SO tools. I don't have/use a dealer, so that doesn't apply to me. I just need to decide whether the quality alone is worth the price I am paying. And in most cases, I suspect the answer would still be yes.

For the reasons above, this would effect the price I am willing to pay for a used SO tool, slightly. I doubt it is likely to have a dramatic effect on the overall market, however.

It's my personal opinion that Snap-On should continue to warranty tools for folks like me, even without proof of purchase. Yes, the policy clearly states otherwise, but building a little goodwill and maintaining a strong secondary market for their products is a good business decision. They should find other ways to weed out the real abusers. And perhaps that's exactly what they intend to do.

I know this....I've been to flea markets and seen a SO wrench sitting next to an identical Craftsman. When I asked the vendor for his prices, I was told "this one is Snap-On, lifetime warranty" (read that in your personal choice of flea-market vendor accets, BTW). Maybe I should print out a copy of that letter and use it to bargan for a discount!

 

[G1GRANDEUR]

Good thing I saved all my papers.

 

[Skyline]

I don't think SO's 1-800 customer service will enforce the "original proof of purchase" requirement for something nominal like a broken screwdriver or ratchet.

However I've seen a lot of guys on this forum buy beat up old boxes and then ask SO for a whole new set of expensive drawer slides. I'd bet that's the type of abuse that SO will reign in.

From what I've read here, they are picky about what they warranty on the slides already. Worn and/or stiff movement is not going to get you free replacement. Broken, or with missing ball bearings is another story. So far, I've never had a problem getting replacements for broken slides, and I was never asked for proof of ownership...jsut the broken slides back. We'll see what happens when this new policy takes hold.

In theory, they could ask you for the serial number of a box which could prove that you were the original purchaser, but AFAIK they do not keep a central database of these serial numbers. At least in the past, when I've asked about this to try to avoid buying a stolen or unpaid toolbox, they've denied having any such database. (BTW, Matco does keep track of box serial numbers, original ownership and paid status. They will happily give out this info in hope you will help them to get their money back from deadbeats.)

 

[Skyline]

For the reasons above, this would effect the price I am willing to pay for a used SO tool, slightly. I doubt it is likely to have a dramatic effect on the overall market, however.

It's my personal opinion that Snap-On should continue to warranty tools for folks like me, even without proof of purchase. Yes, the policy clearly states otherwise, but building a little goodwill and maintaining a strong secondary market for their products is a good business decision. They should find other ways to weed out the real abusers. And perhaps that's exactly what they intend to do.

Well said. This WILL errode the prices in the secondary market somewhat. Stong second hand prices are GOOD for retail new sales; it increases the perceived value of the new item. It will therefore effect new sales negatively. Not a huge amount, but once word gets out, it WILL have an impact. Stupid policy IMO.

Perhaps a better way to tighten warranty is to be more like Knipex. Exclude normal wear and tear on tools as a basis for replacement. It must FAIL to be warrantied. Stop replacing screwdrivers that have been used as chisels, and increase the list of what's not warrantied as a wear and tear item, (ie...taps, drill bits). Exclude cracked chrome sockets with signs of impact use.

 

[rhastings80]

I guess I really don't see what the difference is if the original owner purchased the tool and then gets it fixed under warranty or if he/she gives it away or sells it broken at the flea market. It's still the same tool that was made by Snap-On and sold at a premium with that warranty in mind. Maybe they need to limit the warranty to say 40 years or something.

It seems crazy that a 1/2 Snap-On Chrome ratchet costs something like $100.00 new. I know Snap is great and I consider it one of the best but come on. I'm sure more R&D goes into a dvd player or digital camera that you can buy for say 50 bucks. I can see the higher price if you get service where the truck comes to you but if you are just paying retail off of their website and not using the financing/come to you service it seems crazy expensive.

I would also think that a company could use warranty returns as some kind of accounting deduction or write off as well.

I found these two videos on YouTube that seem to be meant for Snap-On dealers on how they should handle warranty returns.

Snap-on UK Screwdrivers Warranty
Snap-on UK Sockets Warranty

Basically the videos talk about tools that were possibly abused and how the truck owner should explain one time how that is abuse and then offer to fix it one time and then try and get them to purchase the correct tool for the job. Guess that makes sense.

 

[otis66]

I have bought USED Snap On Tools from my Snap On dealer and they are covered under the Snap On warranty. I have also bought used MAC tools from my Snap On dealer and the tools were warrantied by my MAC dealer. I have bought used Snap On tools from my MAC tools dealer and the tool was covered by Snap On warranty. Snap On will not Warranty worn or abused tools. My Snap On dealer has broken tools that I gave him to warranty just so he would get credit for the tool.

 

[Brad54]

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.

I've got several pieces purchased by my father and given to me.
Technically, dad is still alive. I wrench on hot-rods, he doesn't. (he bought them when he worked at Whacker's R&D department in Milwaukee in the early '70s).

So it looks like I'm in the gray area too. If he goes through the trouble to warranty them, they should honor it... though his receipts are looooong gone. If I go through the trouble to warranty them, I guess technically they can refuse me.
I don't have a truck, because I work on cars out of my home shop... though I suppose technically, I AM a professional wrench, because I'm a tech editor for car magazines and work on cars for profit... just a different way than most shops. I work on the cars and sell the magazine articles documenting the projects.
I'm registered and set up as a business.


-Brad

 

[PinkLinc]

I just called them last week to warranty a wrench. Nice lady asked what the part number was and what address to send it to. No mention of proof of purchase. Hell she didn't even ask what was wrong with the old one. She told me I'd have it in a few days and I should throw away the old one. I wouldn't sweat it guys.

 

[osborn.ozzy]

I guess I really don't see what the difference is if the original owner purchased the tool and then gets it fixed under warranty or if he/she gives it away or sells it broken at the flea market. It's still the same tool that was made by Snap-On and sold at a premium with that warranty in mind. Maybe they need to limit the warranty to say 40 years or something.

It seems crazy that a 1/2 Snap-On Chrome ratchet costs something like $100.00 new. I know Snap is great and I consider it one of the best but come on. I'm sure more R&D goes into a dvd player or digital camera that you can buy for say 50 bucks. I can see the higher price if you get service where the truck comes to you but if you are just paying retail off of their website and not using the financing/come to you service it seems crazy expensive.

I would also think that a company could use warranty returns as some kind of accounting deduction or write off as well.

I found these two videos on YouTube that seem to be meant for Snap-On dealers on how they should handle warranty returns.

Snap-on UK Screwdrivers Warranty
Snap-on UK Sockets Warranty

Basically the videos talk about tools that were possibly abused and how the truck owner should explain one time how that is abuse and then offer to fix it one time and then try and get them to purchase the correct tool for the job. Guess that makes sense.

I guess I'm not the only one who has seen those videos!
I also love how the socket guy has this $20,000 tool box and no impact sockets

 

[scott917]

I think the flea market finds that people try and turn in for brand new tools is part of what they are trying to get away from replacing.

It seems to me that if you have a relationship with a Snap On dealer he can help you out in this. I stepped into a Snap On truck today for the first time in years(10 years), I made a $500 order and told the guy about my collection. Some stuff I got from my Uncle, some I bought myself. He said if any of the stuff from my Uncle was in bad shape or flaking its chrome finish he would send it in for me to be replaced. I have been on this guys truck for 15 minutes and he offers this. I sure as heck don't have a sales receipt for any of that and am not the original owner. He did mention to bring in a few at a time, not to bring in a whole bucket, but that he would help me out.

I think that the SO guy is doing his part and it was darn nice of him to offer to help me out on this. I for one like the older stuff as is. I think the older stuff has a "charm" to it and since it was from an Uncle it would not be the same to trade it back in on a new model. I want to keep my ratchets from my Uncle, but a socket extension bar is just a piece of metal and that would be a different story. Also if my Uncles stuff actually breaks, then I would not hesitate to trade it in to get a new working one, it is what he would have done.

I do see that they want to curb the people exploiting this, but I think that they will take care of any legit claims.

Heck I am 99% sure that I don't have any of the receipts for the stuff I have purchased over the past 20-25 years, but if this is what it may come down to in the future, I will sleeve and save all of my receipts from here on out.

I am still a Snap On fanboy, but I like other models and makes as well. To me it is all about getting the right tool for the job. If Snap On is the best or just as good I will buy that one, if it is Mac, or someone else I will consider them at that time.

S

 

[NC-Fordguy]

I broke a snap sl710 ratchet a short while ago. I've had for many many years as it was a gift from my Dad.

Being a gift and it's been like 30 years old I have no receipt. I first tried the tool truck, told him the story and he says send it back to snap on. (He did want to sell me a new ratchet) I called snap on and told them the story on my ratchet. I guess this was a case where honesty is not the best policy. So the ratchet now resides in the junk drawer.

Had a similar incident with a broken socket and I guess I am fault for not keeping the receipt. Just never thought of having to keep it. Just figured snap on had a warranty like craftsman and kobolt.

My experiences with snap on is akin to an insurance company. They love you when you pay the premium but when claim time comes its gonna be some sort of ********.

I think snap on has some really good tools but way overpriced.

I will not buy any more tools from snap on. When I brake any furthur ones I'll just buy something else from somebody who has a more workable warranty policy or perhaps used ones at the right money. This ***** because snap on has some specialized tools that I would like to have and are not the walk into Sears and buy one type.

 

[SMKS]

I broke a snap sl710 ratchet a short while ago. I've had for many many years as it was a gift from my Dad.

Being a gift and it's been like 30 years old I have no receipt. I first tried the tool truck, told him the story and he says send it back to snap on. (He did want to sell me a new ratchet) I called snap on and told them the story on my ratchet. I guess this was a case where honesty is not the best policy. So the ratchet now resides in the junk drawer.

This page has all the parts for your ratchet. They're still available.

http://buy1.snapon.com/catalog/parts/pro_det.asp?Item_id=39830&group_id=9497

 

[vssjim]

I don't expect troubles from them but we just lost another SO dealer it's some where around number ten in the last fifteen years. plus the down time in between with no dealer so a dealer is not always a option.

 

[billymade]

NC-Fordguy, what is wrong with the ratchet? Why don't you just ask them to send you a rebuild kit or is something else wrong with it? If you get a new rebuild kit; I believe it will convert it to a 32 tooth ratchet; which isn't too bad. I would think they would send you a rebuild kit for free... did you ask, when you called?

 

[drew03cmc]

After the issue I had with my dealer, SO customer service WOULD NOT replace a ratchet for me. They had me deal with him. I refuse to purchase anything new from him. It simply will not happen. I own a LOT of Snap On sockets and a few wrenches that I do not have the receipts for as most of them came from my father. If they will not warranty this stuff, I will order new tools from my Mac dealer and trade the Snap On in. It is beyond ridiculous to have this debate regarding tools that are so overpriced. If they don't want to warranty them, they should lower the price dramatically.

 

[beelsr]

I found these two videos on YouTube that seem to be meant for Snap-On dealers on how they should handle warranty returns.

Snap-on UK Screwdrivers Warranty
Snap-on UK Sockets Warranty

Basically the videos talk about tools that were possibly abused and how the truck owner should explain one time how that is abuse and then offer to fix it one time and then try and get them to purchase the correct tool for the job. Guess that makes sense.

Q: So, how much will this (impact socket set) set me back?

A: Oh, we can just bump up your weekly payment a little and you'll be all set.

 

[Brad54]

So what's the reason to buy Snap-on tools:
Design/effectiveness
Convenience (when a truck comes to your shop)
Warranty

These three things justify their incredibly high price. (and yes, it IS incredibly high. A 13-piece 1/2-inch socket set is $225, with no drive tools or extensions. That's high)

So if the warranty is going to become increasingly difficult, or you can't warranty them when you get out of the business (and don't have a friendly driver coming to your door every week), is the design/effectiveness REALLY worth double or triple (or more) the price of other brands?

I'm thinking not. Better? Sure. Double, triple or more the price better? No.

We'll see tomorrow when I call to get a couple old sockets and a seized F-71-C 3/8 ratchet warrantied.
5 sockets: two 12pt have worn "teeth," and the other three have chrome flaking at the work end... not worn, chipped and flaking.
They're all old-logo tools, not abused, but no receipts.

-Brad

 

[drew03cmc]

So what's the reason to buy Snap-on tools:
Design/effectiveness
Convenience (when a truck comes to your shop)
Warranty

These three things justify their incredibly high price. (and yes, it IS incredibly high. A 13-piece 1/2-inch socket set is $225, with no drive tools or extensions. That's high)

So if the warranty is going to become increasingly difficult, or you can't warranty them when you get out of the business (and don't have a friendly driver coming to your door every week), is the design/effectiveness REALLY worth double or triple (or more) the price of other brands?

I'm thinking not. Better? Sure. Double, triple or more the price better? No.

We'll see tomorrow when I call to get a couple old sockets and a seized F-71-C 3/8 ratchet warrantied.
5 sockets: two 12pt have worn "teeth," and the other three have chrome flaking at the work end... not worn, chipped and flaking.
They're all old-logo tools, not abused, but no receipts.

-Brad

Brad, let us know how it turns out.

 

[SMKS]

We'll see tomorrow when I call to get a couple old sockets and a seized F-71-C 3/8 ratchet warrantied.
5 sockets: two 12pt have worn "teeth," and the other three have chrome flaking at the work end... not worn, chipped and flaking.
They're all old-logo tools, not abused, but no receipts.

-Brad

I wouldn't think the warranty would cover "worn teeth," since that's normal wear and tear.

 

[Skin]

I wouldn't think the warranty would cover "worn teeth," since that's normal wear and tear.

You are correct sir. Plus its dangerous, that ratchet might explode in his face and really should be properly disposed of. But say, they have a nice F80 for ya and you dont even have to worry about the price, after a small payment plan its his!

 

[NC-Fordguy]

NC-Fordguy, what is wrong with the ratchet? Why don't you just ask them to send you a rebuild kit or is something else wrong with it? If you get a new rebuild kit; I believe it will convert it to a 32 tooth ratchet; which isn't too bad. I would think they would send you a rebuild kit for free... did you ask, when you called?

A couple of teeth are stripped out. The ratchet kinda works unless you're cranking on something then it will slip when you hit the srtipped gears.

Didn't ask the call number for a rebuild kit, but did ask the tool truck guy. He said he didn't have one, but he also didn't bother to look either. He kept wanting to sell me something. I believe if I had bought something he would have taken care of the issue. But I'm not going to play that game. As far as I am concerned that is border line extortion. Now if he had given me a new ratchet or repaired this one or even given me the rebuild kit, then he would have had a customer as there was some stuff I wanted at the time

I'm under contract with the local Ford dealer for their computer/networking service needs and have gotten to know several of the mechanics there over the years. This is what makes me think the truck guy wanted to be buttered up. At least that's whats some of the mechanics were thinking.

The good thing is the tool truck guys seem to change rather frequently so I may try again when a new one comes along.

Dealing with this kinda ******** is tiresome.

 

[billymade]

Call snapon customer service and they will send you a kit for free...

http://buy1.snapon.com/snapon-store/customer.asp

 

[NC-Fordguy]

Call snapon customer service and they will send you a kit for free...

http://buy1.snapon.com/snapon-store/customer.asp

The girl at the 1-800 number should have suggested that. I do appreciate your help but I'm just done dealing with this kind of ********.

For the money snap on tools cost I guess I just expected better service. My experience tells me snap on tools are maybe marginally better than what sears or lowes sells. And at those places I can walk out with a replacement tool or rebuild kit without all of this back and forth senseless waste of time

 

[rsieracki]

without taking sides with anyone or any company i think what everyone forgets is snap on is a pro tool marketed towards professionals. people who buy junk tools and rusty **** in hopes of 'flagging down a truck' arnt who there looking to service. id venture to guess a lot of the reason those people get turned down by the guy on the truck is giving a random person 10 new tools from his inventory on a warranty claim (yes i know he gets the credit from snap on but not instantly) takes away 10 tools he can sell or use to warantee tools from his actually customers that week. is it ethically/morally right? not really but in a business sense to the guy who drives the truck who essentially works for himself (there independant and they finance that rolling toolbox they sell from, its not like snapon lets them hang on to the inventory at no cost until it sells) ,the driver keeps his 'real' customers that he services weekly happy as he has the tools when that user needs it and he isnt out of it because a random guy got the last one.... perhaps corporate has been cracking down since people have been warranting garbage tools to flip for a profit on ebay etc and the dealers are having to "eat" some of the bogus claims... not quite sure but thats alot of the reason i use the website to warranty stuff vs tracking down a dealer as im just a home user.

 

[Skin]

The girl at the 1-800 number should have suggested that. I do appreciate your help but I'm just done dealing with this kind of ********.

For the money snap on tools cost I guess I just expected better service. My experience tells me snap on tools are maybe marginally better than what sears or lowes sells. And at those places I can walk out with a replacement tool or rebuild kit without all of this back and forth senseless waste of time

everyone has their bad apples.

 

[NC-Fordguy]

everyone has their bad apples.

Agreed 100%

I'll hold on to what I have and one day soon hopefully I'll run across a better tool truck guy.

It ain't like I don't have other tools to take up the slack

 

[Brad54]

I wouldn't think the warranty would cover "worn teeth," since that's normal wear and tear.

"worn" probably isn't the right word... mushroomed or smooshed from rounding over on a fastener is a better description.

At least on one of them. You can see where the metal is pushed around. (why I HATE 12pt sockets)

-Brad

 

[vintagefan]

The girl at the 1-800 number should have suggested that. I do appreciate your help but I'm just done dealing with this kind of ********.

For the money snap on tools cost I guess I just expected better service. My experience tells me snap on tools are maybe marginally better than what sears or lowes sells. And at those places I can walk out with a replacement tool or rebuild kit without all of this back and forth senseless waste of time

If your experience tells you that they are only marginally better because you aren't stressing or abusing your tools enough to see the difference between Snap-on and the imported stuff that lowes sells, then Snap-on probably isn't the best choice to meet your needs. Paying 10x for marginally better doesn't really sound like a good deal.


That said, I just got a new driver, and he has been nothing but 100% exceptional to me.

What you call "buttering up", is to me proving that I plan on being a serious customer. There are a lot of folks out there that abuse Snap-on's warranty for their own benefit, and that's what's caused the current attitude that you find in some drivers, and them tightening on their warranty.

There are a lot of guys that will hound drivers and chase the truck down, just to warranty a bunch of swap meet ****, and then never be seen again... no wonder drivers are a little cautious with new customers.

Yes, it took me a couple purchases before my current driver took me seriously, but now he literally bends over backwards to make me happy. It goes both ways.

You felt that he should have extended the olive branch first, in my case, I was happy to be the first to make an offering by making a couple of purchases. It has more than paid off now, because this guy ended up being the best tool dealer I've ever had the pleasure of buying from.

 

[NC-Fordguy]

If your experience tells you that they are only marginally better because you aren't stressing or abusing your tools enough to see the difference between Snap-on and the imported stuff that lowes sells, then Snap-on probably isn't the best choice to meet your needs. Paying 10x for marginally better doesn't really sound like a good deal.

Tools I do not abuse. I use them correctly. I've been wrenching on stuff I bet longer than you have and I know in harsher enviroments. I do agree paying 10x for marginally better tools isn't a good idea. That's why I don't have a whole lot of snap on stuff. If you read my earlier posts the tool in question was a gift.


That said, I just got a new driver, and he has been nothing but 100% exceptional to me.

As stated in another post, that's what I am hoping for, seeing how there is always a new one every couple of years.

What you call "buttering up", is to me proving that I plan on being a serious customer. There are a lot of folks out there that abuse Snap-on's warranty for their own benefit, and that's what's caused the current attitude that you find in some drivers, and them tightening on their warranty.

I didn't call it buttering up. I called in borderline extortion. I have to prove I am worthy of giving someone my money? That is Laughable.

There are a lot of guys that will hound drivers and chase the truck down, just to warranty a bunch of swap meet ****, and then never be seen again... no wonder drivers are a little cautious with new customers.

I agree with you on that. However I was not presenting a bunch of swap meet ****. Just one single item that was clean and well cared for just simply broken.

Yes, it took me a couple purchases before my current driver took me seriously, but now he literally bends over backwards to make me happy. It goes both ways.

You felt that he should have extended the olive branch first, in my case, I was happy to be the first to make an offering by making a couple of purchases. It has more than paid off now, because this guy ended up being the best tool dealer I've ever had the pleasure of buying from.

I think it's good that things worked out for you in a manner that you are comfortable. I simply don't operate that way when it concerns my money. It's fine by me that things worked out the way it did. Plenty of other places for me to spend my money with a better sense of customer service. As stated earlier I may run into another driver who is more ambitious and customer orientented

 

[geologist]

I don't mind establishing ownership. I've only returned three tools in my life - a wrench for jaw separation, and a pair of ratchets. When I broke my Dad's Craftsman breaker bar 15 years ago, I ate it and bought him a new one because I had grossly abused the tool (kicking a cheater).

With the ratchets, I would have rather had them rebuilt, but it wasnt an option. The wrench really pained me as it was a -V- stamped.

If I bought Snap-on, I would expect my tools to carry a warranty that warranted the mechanics of the tool itself. People that fudge up a handle and want it replaced and guys that turn in tools for rust they introduced to the tool really irk me.

I've watched guys bring buckets of tools into Sears for replacement. The tools are fine, just rusty. If I were Sears, I'd keep a bead blaster in the back for guys like that.

We all pay for the morons.

 

[Roots]

So what's the reason to buy Snap-on tools:
Design/effectiveness
Convenience (when a truck comes to your shop)
Warranty

So if the warranty is going to become increasingly difficult, or you can't warranty them when you get out of the business (and don't have a friendly driver coming to your door every week), is the design/effectiveness REALLY worth double or triple (or more) the price of other brands?

The warranty isn't an issue for most professional tool users with a servicing dealer or industrial account. Even if you just buy online, mention your account name, and I'm sure when they see you're an honest customer they'll even warranty the broken socket you picked up at a flea market.

It might be an issue for the large number of people trying to profit off of Snap-On's warranty, that we see occur on a near weekly basis right here.

Honestly if the tool lasted through your professional career, is it really going to even be an issue if it's a pain to warranty on the off chance it breaks while in part time DIY usage? I would think by than, you've certainly obtained your money's worth out of it. Even than I'm sure if you make mention of the representative you bought it from whom has since left Snap-On, they'll not fret to much about proof of purchase.

As for the valuation of Snap-On or any truck tools, you're buying a service with them. The service of a mobile showroom and partnership with a vendor/salesman. If you're not able to have that, of course you should consider another brand. However even than Snap-On has been on the forefront of innovation and makes exceptional quality tools. Some industries will cheerfully pay 2-3x the price for slightly improved quality. Additionally, if compared with comparable quality tools... Snap-On honestly can be quite competitive on cost for large outfits.

 

[mmack66]

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

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

Have you heard what is happening to Craftsman tools lately?

 

[vintagefan]

Tools I do not abuse. I use them correctly. I've been wrenching on stuff I bet longer than you have and I know in harsher enviroments. I do agree paying 10x for marginally better tools isn't a good idea. That's why I don't have a whole lot of snap on stuff. If you read my earlier posts the tool in question was a gift.

I wasn't implying that you abuse your tools... quite the opposite. I was saying that if your tools aren't seeing hard enough use to justify Snap-on, then it's probably a poor choice as far as money goes.

I may have been wrenching for a year or two, btw. Not forever, but long enough.

As stated in another post, that's what I am hoping for, seeing how there is always a new one every couple of years.

If you have that much turnaround, either your area is doomed (just not enough customers to support it), or you haven't gotten anyone that knows what they are doing. Either way, the experience you had is not surprising in that case.

I didn't call it buttering up. I called in borderline extortion. I have to prove I am worthy of giving someone my money? That is Laughable.

There are two ways you can look at it.

There is a reason that industrial suppliers often require order minimums, especially for new customers. Oftentimes they will waive these, but only for established customers that have proven that they are worth the time.

The only real difference here is that this "order minimum" is unspoken, and at the dealer's discretion.

I suppose you could also call it extortion when industrial suppliers post a $25 or $50 minimum, but in reality, any transaction below that value is in the negative right off the bat. That's why they only will do that for established customers, and the reasoning is much the same for Snap-on guy.

I agree with you on that. However I was not presenting a bunch of swap meet ****. Just one single item that was clean and well cared for just simply broken.

It didn't sound like you were. I was just throwing that out there.

I think it's good that things worked out for you in a manner that you are comfortable. I simply don't operate that way when it concerns my money. It's fine by me that things worked out the way it did. Plenty of other places for me to spend my money with a better sense of customer service. As stated earlier I may run into another driver who is more ambitious and customer orientented

Well, I can certainly say that if my driver didn't treat me the way he does, I wouldn't consider spending the money I do with him either.