That has not been my experience. I asked twice through the Snap-On website "Find a Franchisee" tool with zero response.
Snappy truck or online purchase?
- Thread starter rossomania
- Start date
That has not been my experience. I asked twice through the Snap-On website "Find a Franchisee" tool with zero response.
bob15
Well-known member
where are you located?
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That's what I thought too however I recently wanted to get repaired or warranty a Snap-on Soft Grip ratcheting screwdriver. They wanted proof of purchase. All my Snap-on stuff has been purchased online. I thought it would be easy for Customer Service to search my account by part number to get the proof of purchase. Turns out that Customer Service claims they have no ability to verify proof of purchase in a customer online account.
I've probably got 50-75 online orders in the past 7 years. It would take forever to open each order to search for the part number. My time is worth something... I'm not going to spend a couple of hours searching for a proof of purchase for a $70 item.
Guess I should just order another and then use the new order receipt to warranty the old screwdriver. Pretty sleazy but then it's pretty lame that Snap-on Customer Service cannot verify proof of purchase for online sales. I bet most SO drivers wouldn't ask for proof of purchase.
I buy on line for the same reason; easy warranty. After reading about your experience it prompted me to log into my account and see just how difficult it is to locate an item. While I only have about 10 orders it took me less than a total of 2 minutes to open and view the items in each. Due to the fact that they make opening them a simple one click process and clearly identify each item on the order by both part number as well as description it is a quick process.
I agree it is a bunch of baloney that the cant’t look at your orders by account. However, for me the rare occasion I will need to go through that process is far outweighed by the convenience of 24hr online access to place orders.
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OP
rossomania
Well-known member
Wow, that would be seriously frustrating. Though it sounds like surprisingly poor customer service, it's entirely possible the warrant group really doesn't have the ability to access past orders. Of course knowing that doesn't help your situation.
This is one of the reasons I always "save" a PDF file for each of my online tool orders. Once the PDF files are on your local computer, it's pretty easy to search multiple PDF files for the part number you're wanting to return.
I also have to wonder if, after all your many online purchases, you haven't earned to option to work with your local driver. Clearly you're not a "one time" diy purchaser. Just a thought.
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bob15
Well-known member
That definitely disappointing that they cannot find it.
However, they do send you an email copy of the order; have you check that? I just looked and found orders from 6-7 years ago via the copy they sent me.
You can also narrow your search down when you think about when you bought it. if it has been awhile, why look at 7 years worth of history, if you didn't order in the past 3 years (yea, I can give a decent idea when I buy something, and if it was 5 or 2 years ago). And it doesn't take several hours to look at old orders......it ***** you have to look for it, but don't make it look and sound like it's a monumental task.
What did Snap On say when you told them you needed something replaced?
BDT/NWMN
Well-known member
Support the Dealer.. The onsite sales, service, and finance options are included in the price of the tools. Good Dealers have made their rounds in the shops at the Dealerships where I have worked. Great service, how could it be better?? But, if You no longer work is such a shop; there is a diminished value in the service when You have to spend travel time and labor loss to drive to meet up with the Dealer. Doing so every week would (( Well, We would have to take a poll to determine in You are nuts, A Snap-on addict, Just like driving, or eat at the same Perkins the Dealer stops at)) ..
If the Dealer is a dirtbag; I certainly wouldn't waste My time chasing after Him, But meeting up with a Good Dealer a few times a year may be a bit more rational.
In 2018, the internet shopping has trimmed wasted miles for many of Us. I have no reason to be critical of either choice.
Sure; I sympathize with the Good Dealers when the Corporate internet store is competing with them in their franchised territory, and certainly hope these Dealers are compensated.
I am glad that Proto doesn't have any tool trucks.. I enjoy doing My guilty free ordering while sitting in My recliner and drinking coffee.
If the Dealer is a dirtbag; I certainly wouldn't waste My time chasing after Him, But meeting up with a Good Dealer a few times a year may be a bit more rational.
In 2018, the internet shopping has trimmed wasted miles for many of Us. I have no reason to be critical of either choice.
Sure; I sympathize with the Good Dealers when the Corporate internet store is competing with them in their franchised territory, and certainly hope these Dealers are compensated.
I am glad that Proto doesn't have any tool trucks.. I enjoy doing My guilty free ordering while sitting in My recliner and drinking coffee.
I’m not a pro at all but wanted to purchase a few ratcheting screw drivers and a set of hard handle drivers. Hoping to start a relationship I asked the service shop 2 doors down to let me know when he was there. I walked over and waited for all the mechanics to finish their business. I got on the truck explained what I wanted and the guy asked where I was as from. I told him I work 2 doors down and I asked teddy to text next time you were around.
He asked where I live, I have him the town. He asked if I ever purchased snap on before? I said what’s with all the questions. He said I’m not sure I can sell you. I just left. Orders Williams drivers and they work great. Teddy said he’d buy them for me but I didn’t want to give that guy my money. evidentally he views non mechanics as a pain in his ****. I still get a negative feeling when I see a snap on truck. I own a few pieces off I wanted the website or used.
He asked where I live, I have him the town. He asked if I ever purchased snap on before? I said what’s with all the questions. He said I’m not sure I can sell you. I just left. Orders Williams drivers and they work great. Teddy said he’d buy them for me but I didn’t want to give that guy my money. evidentally he views non mechanics as a pain in his ****. I still get a negative feeling when I see a snap on truck. I own a few pieces off I wanted the website or used.
BDT/NWMN
Well-known member
I have been pleased with most of the Tool Truck Dealers over the years; but that one is the type of arrogant dirtbags I don't do business with, either.
Guys like him are a good reason to use the internet. Mention to Teddy that Your Snap-on encounter did not fly very well, and that You are well pleased with Your online Williams purchase. When Teddy hears what You paid for the Williams vs the Snap-on price; Teddy and His Co-Workers may be interested in buying some Williams Tools.
kythri
Well-known member
How would buying online have been cheaper than buying from the driver?
OP
rossomania
Well-known member
I was curious about this, too. Assuming the web store is selling at SO's MSRP, can the driver sell the same product off his truck for a higher price? That would make me want to avoid doing business with a random driver. Why take the risk of paying more?
It isn't a matter of "earning" the option to purchase from a driver. My original driver left Snap-on and it took some time for another driver to assume the route. I choose to buy online for convenience sake - my order gets delivered to my door and I assumed if I needed to warranty something that it would be quick and easy for Customer Service to verify my proof of purchase online which I now know they cannot do.
It isn't a matter of not finding it... Snap-on Customer Service cannot access online customer orders to verify proof of purchase.
WhiffySpark
Well-known member
- Joined
- Oct 22, 2009
- Messages
- 6,252
The guy has a point. Not supposed to sell out of territory
Wamsutta
Well-known member
The paper invoice that comes in the shipping box with each online order is your proof of purchase and verification; save them.
bob15
Well-known member
You also have a copy that was sent electronically to your e-mail address when the order was placed. Why not find use that? Not difficult to do......
BDT/NWMN
Well-known member
Jsf721 works two doors down from Teddy's workplace, at which the Snap-on Dealer was stopped. Unless the Dealer's territory ended on that particular block, he would have no reason to refuse the sale. The Snap-on Dealer stops where the workers work; not where they live.
My dealer serviced two locations in my town, the other dealer was a dirt bag and they tossed him out of the locations. The other dealer was forced out, a new dealer was put in. The deal made with the new dealer was I stay with the guy with two stops in town. Since I have known him when he was being trained by my original dealer in the 80's.
My dealer will come to my house since that is what I work out of, when I want him to. Most of the time I meet him since I do my own pick ups for material and often just easier to find him. At this point I know which part of the island he is in on that day.
I did some PR work for the new dealer in town with some of the shops I know, told them he was a good guy and would service them. Just about everybody had a story about the previous dealer that they would tell before they would buy from him. Quite a few had warranty items that the other dealer would not honor. So he took care of those and now everyone is happy with him.
Because I paid $26 for a socket off the truck would have been $23.60 with free shipping online. Not much difference, but it was cheaper online.
https://store.snapon.com/Deep-mm-Ch...nt-10-mm-Flank-Drive-Deep-Socket-P630980.aspx
The Tool dealer did tell me I could put his name in if I bought online so he would get credit for a sale if I wanted to. So I guess you can still support your local driver and purchase online also.
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kythri
Well-known member
Is this extra $2 a sales tax thing, or is your dealer marking up above list?
purplezr2
Well-known member
In the past when I have called to warranty a tool(period when I didn't have a dealer), they have asked and I would say that I purchased from a dealer, but no long had a dealer. I have no issue, it was almost like it was a question that was part of the script and if you said you purchased from snap on dealer or online they check the box just to keep the flee market crowd at bay.
I have a dealer now, and he doesn't even question anything, and has made it clear if there is any issue with any lifetime warranty he will warranty it.
I have a dealer now, and he doesn't even question anything, and has made it clear if there is any issue with any lifetime warranty he will warranty it.
OP
rossomania
Well-known member
Took about a week for processing and shipment, but my brand spanking new Snap On 1/4" ratchet and sockets arrived today. I gotta say that SO does some nice packaging for it's products, which I suppose fits well with their premium price. I also ended up adding a metric impact socket set to my order to use with my impact driver. Can't wait to put these new tools through some upcoming projects on the wife's car.
Buying from the SO website was okay, though it kinda felt like buying a Rolex online... if you're going to spend a boatload of money on a handful of tools, you still kinda miss the truck buying experience!
Buying from the SO website was okay, though it kinda felt like buying a Rolex online... if you're going to spend a boatload of money on a handful of tools, you still kinda miss the truck buying experience!