Snap-On's warranty...

[JerseyBoatBuilder]

Maybe they have one of those magic 8 balls if it lands on Yes you get the warranty, If it lands on No then you do not get the warranty.

 

[MetalsRecycling]

Nah... If I was reading tons of threads were dealers where rejecting tools because of ownership I might be worried. This is a fairly new policy the way I understand it, customer service has been super lenient in the past and I suspect they have been instructed to follow current policy to stop the bleeding. I think the positives that come from buying a quality tool severely outweigh the negatives I've seen so far. Obviously that's only my opinion, in your particular case, what... You need a ratchet kit? I would drop $10 bucks shipped UPS in a heartbeat to bring any of my grandfathers ratchets back to life. I know thats not your gripe, it's simply "my" feelings on the issue. The good thing about your sitsuations is Snap on still commands a premium used, if it bothers you that much move them, invest in another brand and cross your fingers that they don't change there warranty policy 20 years from now.

Great points. Thanks

 

[bgott]

I wonder how many people call them up and spin a story just so they can get denied so they can post on forums and ***** about it? I've called them up and had stuff warrantied when I didn't have a dealer, or my dealer was denying warranty on stuff that I knew should have been, and I've never had a problem. I'm not saying that the OP did that,but, how did Snap-on know that he was warrantying an inherited ratchet?

 

[MetalsRecycling]

Yes it does. My son may not have a dealer available to him if a warranty is needed. That said I have only had to warranty 2 tools from Snap On both through my dealer. Both were not purchased from him. One was clearly my fault(broken tip on a flat blade screwdriver)the other a seized up ratcheting screwdriver. I guess you can just say you are the origanal owner when requesting an RMA. I think Snap On should look at this on a case by case basis. If a person is sending in an abnormal amount of tools for warranty then he maybe one of those flea market broken tool buyers. But someone who sends in one ratchet should be warrantied. It seems they are pretty inconsistant with this. For every denied story there are probably 3-4 stories of warrantied tools with no issue. If they were consistant with this there would not be such an "uproar"

Also great points, thank you.

 

[uudfourty]

Isn't the whole Snap-On appeal "You buy one, it's the last one you'll buy; last you the rest of forever blah blah."

And when it doesn't live up to that promise, I guess the owner is supposed to go looking through his receipts to find the corresponding one for the problem child? Please.

For SO's price point, they should have the best warranty in the industry, period, forever.

If someone sends in a bucket full of broken Snap-On tools, Snap-On made their money somewhere along the line, and they should be able to provide a replacement. It seriously cannot cost Snap-On that much (on the production side) to manufacture the simple tools that you'll be able to find at flea markets and pawn shops. The contingency of a second party buying their tools is, or at least should be, built into their business model. If not, then WTF were they thinking?

My guess is that their CEO makes at least ten times what the average tool truck driver and/or tool manufacturer makes.

Take that average down some and we can start talking about a company that cares. Otherwise, they're just like everyone else, except they've built a good enough reputation to nab folks with more money than sense, and no previous experience with debt.

 

[MetalsRecycling]

I wonder how many people call them up and spin a story just so they can get denied so they can post on forums and ***** about it? I've called them up and had stuff warrantied when I didn't have a dealer, or my dealer was denying warranty on stuff that I knew should have been, and I've never had a problem. I'm not saying that the OP did that,but, how did Snap-on know that he was warrantying an inherited ratchet?

Wow, I'm not sure if this warrants a respectful response, but here it is.... I provided the email RESPONSE from Snap ON. In my original email TO THEM, I explained that the ratchet was inherited from my Father and I would like to send it in for repair or replacement.

 

[NastyNate]

I really wished people would be flat out honest here.... I'll start

I HAVE returned stuff from snap on that I was NOT the original owner. These tools were taken care (previous owner) and replaced with rebuild kits not new ratchets and I told them that. I think I have only broken 2 sockets that I bought new and had replaced.


I have asked from SK for a rebuild kit for a ratchet that I flat out said "I dont know if this one was bought new or used" and they sent out a new kit for free.

Craftsman I have replace 20-30 things over the years that I dont know if my work bought them new/used or if I bought them new/used. I spend plenty of money there and dont engrave receipt numbers into each item....

As a community I think most of us are honest and try to do the right thing or somewhat close. But for **** sake if your trying to replace junk you found in a bucket of rusty **** feel free to try and get it replaced but if it doesnt work out in your favor dont throw a hissy fit. If you are trying to replace a 9/32 drive M-5 from 1940's dont piss and moan how snap-on has let you down. NUT up and move on.

 

[Nickmm]

I literally just had three recent experiences with warranty issues, all on ratchets. Here's how it went for me.
Situation #1. I bought a new 80tooth 1/2dr long ratchet from my dealer here in ND about 8 months prior. One day, I needed to break an axle nut. It was 33mm, which i only had in 3/4 drive. Adapted it down, used this ratchet. Wouldn't move. Used impact. Wouldn't move. Used ratchet again, only this time jumped on it, bouncing it to get more force. Broke the bolt, and about 8 teeth in the ratchet. Told him how I did it, he gave me a new repair kit on the spot.

Situation #2. I bought a ratchet from a co-worker, an older 30 tooth one. It had a broken lock selector knob. I called snap-on website customer service. Told them the model number, told them it was broken, and I'd like a repair kit. That is it. They got my contact info, and sent a repair kit, no other questions asked. Very nice guy on the other end.

Situation #3 another ratchet, broken selector knob for locking mechanism. I'm not near my dealer at work, but in fact 300 miles away back in my home town. Call snap-on customer support phone number. Ask for local dealer to my current location. They say they can not give out another number if I already have a dealer, as only the original dealer can handle this sort of warranty. Literally 3 minutes later I drive by a snap on truck, and bring my ratchet that was in my trunk to him. Whips out the repair kit (which has a metal knob this time, never seen that before) and hands it to me and bids me good day. I bought a ratchet from him after that on the spot, as well.

I could see where the E-warranty guys may give someone a run around, but I've had few difficult issues. As well, dealing with a dealer in person is always much easier. there are 3 or 4 local to me in my home town, and the two I know are pleasant enough. My other distributor at work is very arrogant, but not hostile at least. Either way, I feel the tools speak for themselves. They are very high quality. They aren't for everyone, especially with their price, and personally even their sockets and combo wrenches I prefer not to spend the money on, but hey, its really simple, if you don't like it, just get another brand. There are hundreds.

 

[MetalsRecycling]

Isn't the whole Snap-On appeal "You buy one, it's the last one you'll buy; last you the rest of forever blah blah."

And when it doesn't live up to that promise, I guess the owner is supposed to go looking through his receipts to find the corresponding one for the problem child? Please.

For SO's price point, they should have the best warranty in the industry, period, forever.

If someone sends in a bucket full of broken Snap-On tools, Snap-On made their money somewhere along the line, and they should be able to provide a replacement. It seriously cannot cost Snap-On that much (on the production side) to manufacture the simple tools that you'll be able to find at flea markets and pawn shops. The contingency of a second party buying their tools is, or at least should be, built into their business model. If not, then WTF were they thinking?

My guess is that their CEO makes at least ten times what the average tool truck driver and/or tool manufacturer makes.

Take that average down some and we can start talking about a company that cares. Otherwise, they're just like everyone else, except they've built a good enough reputation to nab folks with more money than sense, and no previous experience with debt.

 

[Hiball]

Isn't the whole Snap-On appeal "You buy one, it's the last one you'll buy; last you the rest of forever blah blah."

And when it doesn't live up to that promise, I guess the owner is supposed to go looking through his receipts to find the corresponding one for the problem child? Please.

For SO's price point, they should have the best warranty in the industry, period, forever.

If someone sends in a bucket full of broken Snap-On tools, Snap-On made their money somewhere along the line, and they should be able to provide a replacement. That is, or at least should be, built into their business model. My guess is that their CEO makes several hundred times what the average tool truck driver and/or tool manufacturer makes.

Take that average down a few dozen percent and we can start talking about a company that cares. Otherwise, they're just like everyone else, except they've built a good enough reputation to nab folks with more money than sense, and no previous experience with debt.

Here is how I see it..

1. Warrant is still for the original purchaser "You"
2. I have yet to hear a story where a warranty was declined for not being the original owner from a truck dealer. I suspect 60% of my snap on tools where bought secondhand, I've been successful 100% of time with warranty claims. With that said, I still buy on occasion, mainly monthly specials.
3. Receipts are only required for "Mail" in service, my gut tells me this will be loosely enforced unless you have a abundant of warrant claims.

 

[Toolhorder]

Isn't the whole Snap-On appeal "You buy one, it's the last one you'll buy; last you the rest of forever blah blah."

And when it doesn't live up to that promise, I guess the owner is supposed to go looking through his receipts to find the corresponding one for the problem child? Please.

For SO's price point, they should have the best warranty in the industry, period, forever.

If someone sends in a bucket full of broken Snap-On tools, Snap-On made their money somewhere along the line, and they should be able to provide a replacement. It seriously cannot cost Snap-On that much (on the production side) to manufacture the simple tools that you'll be able to find at flea markets and pawn shops. The contingency of a second party buying their tools is, or at least should be, built into their business model. If not, then WTF were they thinking?

My guess is that their CEO makes at least ten times what the average tool truck driver and/or tool manufacturer makes.

Take that average down some and we can start talking about a company that cares. Otherwise, they're just like everyone else, except they've built a good enough reputation to nab folks with more money than sense, and no previous experience with debt.

3 posts and you're saying people that buy Snap-on have more money than sense. Seriously???

 

[bgott]

Wow, I'm not sure if this warrants a respectful response, but here it is.... I provided the email RESPONSE from Snap ON. In my original email TO THEM, I explained that the ratchet was inherited from my Father and I would like to send it in for repair or replacement.

Sure it warrants a respectful response. Stick around and watch all the "Snap-on screwed me out of warranty" posts that get going around here. Like I said, I wasn't saying you did that. Next time, just tell them that you need a new ratchet, don't write a book. When I called about my creeper wheels I didn't tell them that I bought a $200 creeper used for $60, I just asked if they were a warranty item and the guy told me "Sure, how many do you want"?

 

[MetalsRecycling]

I literally just had three recent experiences with warranty issues, all on ratchets. Here's how it went for me.
Situation #1. I bought a new 80tooth 1/2dr long ratchet from my dealer here in ND about 8 months prior. One day, I needed to break an axle nut. It was 33mm, which i only had in 3/4 drive. Adapted it down, used this ratchet. Wouldn't move. Used impact. Wouldn't move. Used ratchet again, only this time jumped on it, bouncing it to get more force. Broke the bolt, and about 8 teeth in the ratchet. Told him how I did it, he gave me a new repair kit on the spot.

Situation #2. I bought a ratchet from a co-worker, an older 30 tooth one. It had a broken lock selector knob. I called snap-on website customer service. Told them the model number, told them it was broken, and I'd like a repair kit. That is it. They got my contact info, and sent a repair kit, no other questions asked. Very nice guy on the other end.

Situation #3 another ratchet, broken selector knob for locking mechanism. I'm not near my dealer at work, but in fact 300 miles away back in my home town. Call snap-on customer support phone number. Ask for local dealer to my current location. They say they can not give out another number if I already have a dealer, as only the original dealer can handle this sort of warranty. Literally 3 minutes later I drive by a snap on truck, and bring my ratchet that was in my trunk to him. Whips out the repair kit (which has a metal knob this time, never seen that before) and hands it to me and bids me good day. I bought a ratchet from him after that on the spot, as well.

I could see where the E-warranty guys may give someone a run around, but I've had few difficult issues. As well, dealing with a dealer in person is always much easier. there are 3 or 4 local to me in my home town, and the two I know are pleasant enough. My other distributor at work is very arrogant, but not hostile at least. Either way, I feel the tools speak for themselves. They are very high quality. They aren't for everyone, especially with their price, and personally even their sockets and combo wrenches I prefer not to spend the money on, but hey, its really simple, if you don't like it, just get another brand. There are hundreds.

This just confirms what I said earlier. It appears that the Snap On warranty is inconsistant and discretionary. It seems like luck and the personality of the guy on the truck is the deciding factor. Some get a warranty honored on abused tools, some on second hand tools, some on non-receipt tools. It's almost like a **** shoot and it depends on the position of the moon! If SO has a specific policy that they want to strictly enforce, shouldn't it apply to every customer, no matter how much they spend, or whether the purchase is on-truck or on-line??

 

[MetalsRecycling]

Sure it warrants a respectful response. Stick around and watch all the "Snap-on screwed me out of warranty" posts that get going around here. Like I said, I wasn't saying you did that. Next time, just tell them that you need a new ratchet, don't write a book. When I called about my creeper wheels I didn't tell them that I bought a $200 creeper used for $60, I just asked if they were a warranty item and the guy told me "Sure, how many do you want"?

Understood. Thanks for the clarification.

 

[Hiball]

This just confirms what I said earlier. It appears that the Snap On warranty is inconsistant and discretionary. It seems like luck and the personality of the guy on the truck is the deciding factor. Some get a warranty honored on abused tools, some on second hand tools, some on non-receipt tools. It's almost like a **** shoot and it depends on the position of the moon! If SO has a specific policy that they want to strictly enforce, shouldn't it apply to every customer, no matter how much they spend, or whether the purchase is on-truck or on-line??

It's hard to put a percentage on a tools that are warranted versus not, but I suspect the warranted tools severely outweighs the non, based on what I've seen here. Unfortunately most people only remember and want to ***** about the bad...

Hell.. I'm glad you guys are giving up on snap on, means more for me.

 

[MetalsRecycling]

It's hard to put a percentage on a tools that are warranted versus not, but I suspect the warranted tools severely outweighs the non, based on what I've seen here. Unfortunately most people only remember and want to ***** about the bad...

Hell.. I'm glad you guys are giving up on snap on, means more for me.

Even if many don't give up on Snap On tools, I don't think you have anything to worry about. There will still be plenty for you. Considering their prices, I don't see demand exceeding supply anytime soon.

 

[redwrench60]

I notice a trend,
People serviced by a dealer (working mechanics) have few if any problems.

People without dealer service (non-working mechanics) have the most complaints. Not all the time just generally. This also seems to be where all the mass panic and drama is coming from.

And people wonder why Cornwell tools only sell through dealers and not to the public.

 

[Skin]

I notice a trend,
People serviced by a dealer (working mechanics) have few if any problems.

People without dealer service (non-working mechanics) have the most complaints. Not all the time just generally. This also seems to be where all the mass panic and drama is coming from.

And people wonder why Cornwell tools only sell through dealers and not to the public.

Ironically i can buy a broken cornwell ratchet on ebay, mail it in, and have a new one in a about 8 business days.

 

[Hiball]

Even if many don't give up on Snap On tools, I don't think you have anything to worry about. There will still be plenty for you. Considering their prices, I don't see demand exceeding supply anytime soon.

Lol.. Have you kept up with there earnings statements? Yeah there expensive, but they obviously are doing something right.

 

[MetalsRecycling]

I notice a trend,
People serviced by a dealer (working mechanics) have few if any problems.

People without dealer service (non-working mechanics) have the most complaints. Not all the time just generally. This also seems to be where all the mass panic and drama is coming from.

And people wonder why Cornwell tools only sell through dealers and not to the public.

Exactly my point. Inconsistancy! Why should it matter if the tools are bought new on-truck or on-line. Written policy should be policy. Period.

 

[MetalsRecycling]

Lol.. Have you kept up with there earnings statements? Yeah there expensive, but they obviously are doing something right.

Certainly making lots of money, no doubt about that! And, they have a loyal following that any rock star would envy!

 

[redwrench60]

Ironically i can buy a broken cornwell ratchet on ebay, mail it in, and have a new one in a about 8 business days.

Right, they assume if you have it you bought it from a dealer.

 

[Hiball]

Exactly my point. Inconsistancy! Why should it matter if the tools are bought new on-truck or on-line. Written policy should be policy. Period.

Sigh... You keep talking about "Policy", I must ask, have you taken the time to read the current policy? They have 2 separate categories, professional and personal use, both have different requirements with the majority of them being under the personal section.

 

[MetalsRecycling]

Ironically i can buy a broken cornwell ratchet on ebay, mail it in, and have a new one in a about 8 business days.

Now THAT is a warranty!

 

[Hiball]

Certainly making lots of money, no doubt about that! And, they have a loyal following that any rock star would envy!

They sell a awesome product and have for years... Hard to argue, warranties are overrated IMO.

Do you think your Father invested so heavily in snap on because the tools were failing on a daily basis?

 

[Skin]

Right, they assume if you have it you bought it from a dealer.

I dont agree. They're just honoring their warranty and arent going to ask for a fingerprint identification and piss test to exchange a broken tool. I dont even understand what you're insinuating. Because snap-on sells online they assume everyone is sending in used tools? That makes no sense. If snap-on didnt sell online the secondary market would be just as cluttered if not more so.

 

[redwrench60]

Exactly my point. Inconsistancy! Why should it matter if the tools are bought new on-truck or on-line. Written policy should be policy. Period.

I guess if you're not a cop don't go into a cop bar and expect service as good as cops get.

 

[MetalsRecycling]

Sigh... You keep talking about "Policy", I must ask, have you taken the time to read the current policy? They have 2 separate categories, professional and personal use, both have different requirements with the majority of them being under the personal section.

Yes, I have, and again, only my opinion, but what I get out of it is inconsistancy. If they feel they need separate policies for the private and business sector, why not make two different quality tools, Snap On and Snap On "professional", like Craftsman does? Just a thought.

 

[Hiball]

Yes, I have, and again, only my opinion, but what I get out of it is inconsistancy. If they feel they need separate policies for the private and business sector, why not make two different quality tools, Snap On and Snap On "professional", like Craftsman does? Just a thought.

Your gonna have a hard time convincing them to change something that is working from a $$$$$ standpoint. Who knows, maybe this recent change will affect there bottom line in the future. Maybe they will rethink there policy in the future, business's that don't adapt to current markets are destined to fail, snap on has been in business for along time.

 

[MetalsRecycling]

They sell a awesome product and have for years... Hard to argue, warranties are overrated IMO.

Do you think your Father invested so heavily in snap on because the tools were failing on a daily basis?

I agree they sell a quality tool and have for years, and I'm sure my fathers hardly ever failed. I'm not arguing that point at all.

 

[MetalsRecycling]

Your gonna have a hard time convincing them to change something that is working from a $$$$$ standpoint. Who knows, maybe this recent change will affect there bottom line in the future. Maybe they will rethink there policy in the future, business's that don't adapt to current markets are destined to fail, snap on has been in business for along time.

Yes, even giant corporations make errors that they soon have to reverse. Remember when the "new coke" quickly took Coca-Cola out of first place in the soft drink world when it was rejected by the consumer? They quickly reverted back to "Classic Coke". And by the way, recovered nicely!

 

[d.mcfarland]

Ironically i can buy a broken cornwell ratchet on ebay, mail it in, and have a new one in a about 8 business days.

I'm sure it happens all the time! That's why used Cornwell prices are very cheap, supply and demand 101. Cornwell doesn't even ask a question or care about anything other than the broken item. Top notch service in my book. To be fair, some here have said that they experienced the same with Snap-On.

 

[MetalsRecycling]

Signing off for now guys.... Thanks for the interesting and informative debate.

 

[DOG1]

i guess if you're not a cop don't go into a cop bar and expect service as good as cops get.

lol.

 

[Fordman7795]

Found this in my 1982 catalog:

 

[MetalsRecycling]

Found this in my 1982 catalog:


"within the stated warranty period" What does that mean exactly? What IS the stated warranty period?

 

[mmack66]

I would imagine that the second-hand Snap-On tool market has taken quite a chunk out of Snap-On's bottom line, and they are simply taking steps to reduce the negative impact of warrantying second-hand tools.

 

[Fordman7795]

Found this in my 1982 catalog:


"within the stated warranty period" What does that mean exactly? What IS the stated warranty period?

The way i read it is in the 2nd paragraph they are referring to non hand tools. It says equipment items. Equipment items would have a stated warranty less than lifetime on the packaging. The first paragraph says hand tools so all wrenches, sockets, ratchets etc.

 

[NC-Fordguy]

Found this in my 1982 catalog:

Interesting find

Looks like snappy has changed their warranty terms over the years.

What I wonder is how this impacts warranty claims on tools made/sold before they changed their terms.

 

[t4runner]

It may have been said already, but its not taking anything out of Snap-ons bottom line. The tool was sold and snap-on received their fare share at some point in the tools history, so if its broken its broken regardless of who now owns it and it should be warrantied. If Snap-on refuses to honor it and then you go out and buy a new one They have in fact made money twice for all intents and purposes. The price anyone pays for Snap-on is high because that life time warranty cost is built into every tool made, so regardless of who or how someone came to own it that warranty should be honored