SO warranty question

[mrjaw14]

I looked on Snap-On's website and couldn't find this info, so I thought I'd ask you guys.

I'm thinking of getting the current BOGO with the torx bits, and the two ratchets. I've never bought anything directly from SO. I like that it'll be "registered" to me due to me buying online with a credit card, so I shouldn't have any issue with proving ownership for warranty....but what exactly is SO's warranty policy? I hear it's different for different things

Why are the torx bits worth $240? Are they lifetime if it breaks it gets replaced, or are they considered disposable and if one breaks or chips a tooth you're SOL?

My other question is about the ratchets. is the entire ratchet lifetime warranty, or just the guts?

My issue here is that I really want a long pattern 3/8" dual80...this BOGO has that and a long pattern 1/4". I could care less about the torx bits, but I do use torx, so i can talk myself into the set provided it's worth it. I'm not a pro, I don't have a tool man. I'd be ordering off SO's site. Given that, would I be paying for shipping back to SO to get a ratchet repaired?

If the warranty is just the ratchet guts, no handle warranty, then why should I not just get a used FL80 off ebay for $60-70 and buy the $10 rebuild kits when needed? I'd get my dual80 and could buy lots of rebuild kits before I came close to the cost of the BOGO, especially if the warranty on the torx bits isn't lifetime. I just don't know their policy, never delt with them...wanted to ask before ordering the set to make sure I wasn't spending 240+ tax for no good reason

 

[Conductor562]

I'm not sure about the Torx, but the entire ratchet is covered under Warranty rather than just the guts.

 

[warmpancakes]

Every piece is 100% covered for life

 

[mrjaw14]

Ordering on line and not having a tool man, how would I warranty it? mail it in I'm assuming? if the ratchet needs new guts will they just send a kit to me instead of having to mail the ratchet in?

 

[tweedlestan]

Every piece is 100% covered for life

Right, just like Craftsman and Kobalt.

EDIT: Except you have to be the original purchaser.

 

[oneandgone]

I called SO about a warranty a few days ago. I was told that since there is a local franchisee in my area they would have to handle the warranty claim. If there weren't one then it's my understanding that it would have to be mailed to SO. I've heard they will provide a prepaid shipping envelope, but I don't know from experience.

 

[billymade]

I would call snap-on customer service and voice your concerns; see what they say. We can speculate all day long about the policy in your situation; I would go to the source and get the "official" answer. Historically, the warranty was provided to the "original purchaser" but that usually, wasn't enforced in a strong way.

U.S. Internet Customer Service by phone*
Call our toll free number at 877-762-7664
Monday - Friday, 6:30 a.m. - 5:30 p.m. Central Time
*U.S. Customers only

That being said....

Everybody has had different warranty experiences; based up on what rep has helped them (whether calling the 800 number or contacting a mobile dealer/franchisee) and many other factors. Realize, there is a emphases coming from Snap-on corporate to reduce the amount of warranty returns and what they perceive as "abuse" of the policy. The typical way a 800 based customer service rep will try to implement this; by asking you if you are the original purchaser, have a proof of purchase or try push you towards taking your warranty returns to your local dealer on a mobile truck. This "push"; can be problematic based upon the attitude of the dealer, his perception of you, how much you spend with him and the "hassle" of dealing with someone who isn't buying things from him or make payments every week. On the other hand; I have had cheerful helpful reps on the phone and got the situation handled within minutes and them either sending me new tools or sending me a prepaid shipping label to send them back to snap-on for a warranty exchange. YMMV; call snap-on and let us know what they say. Good luck!

 

[ToolsDelivered.com]

Ordering on line and not having a tool man, how would I warranty it? mail it in I'm assuming? if the ratchet needs new guts will they just send a kit to me instead of having to mail the ratchet in?

The warranty is with the manufacturer always. It does not matter if you found the tool on a curb. Local store / trucks are the 1st warranty line and if they are not available the manufacturer will handle it directly.

You can contact the manufacturer and they will decide. If it is an really old ratchet some day without repair parts Snap-On / Williams will replace the entire ratchet.

 

[caddyman72]

i have called the 800 number and had stuff replaced. my dealer only stops every 2 weeks (or sometimes 4) and i told them i needed it sooner than that.
replaced my stuff in a couple days

 

[mrjaw14]

I called Snap on just a few minutes ago and got a girl that was a nice as she could be. she said that since I wasn't a pro, and didn't have a franchise tool guy, that if I buy online (obviously it would be registered to me) that they would do one of two things: 1) they would send me a new part and I toss the defective one, or they would send a pre-paid shipping label for me to ship it to snap on.

I forgot to ask if the ratchet handles were warrant-able items, or just the guts, but I did ask about the Torx bits. she said the whole item is considered "consumable" but the individual parts of it are covered. she gave the example of a torx bit breaking, that part would be replaced. If the socket holding the bit cracked, that would be replaced. She said that with screwdrivers, the whole screwdriver is consumable, but the handle and blades have different PN's, so if a screwdriver blade broke, that would be covered. same with a handle.

wish I had remembered to ask about the ratchet handle vs the guts only, but I feel a lot better about being a DIY guy and them treating me right.

 

[supra90turbo]

I asked my snap on guy if he would order me a new soft grip for my ratchet since it was only $12, and mine was junk. He instead replaced the entire ratchet free, I'm sure this isn't typical, and I didn't ask for it.

I'm only saying this because a warranty is subject to many things, and some may surprise you. I've always been happy with Snap-on, and never been let down.

I know I was happy to trade a 36 tooth for a dual 80, that's for sure.

 

[DoubleA]

I bought this bogo also.

The torx bits are $240 because they are the gold colored bits. Snapon sells two styles of torx, the gold ones are the heavy duty ones, they also have silver ones. My dealer also told me they are shaped a little different to fit tighter. he said the only guy who didnt like them was a Harley dealer tech said they didn't fit the chrome covered bolts because they were too tight.

 

[CWP1616L]

Why are the torx bits worth $240? Are they lifetime if it breaks it gets replaced, or are they considered disposable and if one breaks or chips a tooth you're SOL?

Normally if you have a dealer, the dealer will put the socket in a vice and drive out the roll pin holding the Torx bit in and then install a new bit. But since you don't have a dealer, you'd have to send the whole socket in.

 

[tweedlestan]

The torx bits are $240 because they are the gold colored bits. Snapon sells two styles of torx, the gold ones are the heavy duty ones, they also have silver ones.

Do they have platinum bits as well? Surely they'd be worth even more.

 

[tjmonsen5]

The dual 80 ratchets will have repair kits available for many years to come. They still have kits available for ratchets made in the 70s. If you strip out the ratchet, call customer service and they will send one out no charge. If you bend the handle of the ratchet, they will send you a new ratchet. Buy the set, its a great deal!

 

[morregerbert]

i have bent 1/2 breaker bar from 70's can it be replaced for that reason or i have to break it completely. i afraid to ask my local snappy dealer because according to him there no such a thing as a warranty for tools, if you broke it, it means it was misused. he rejected lots of thing from me including flex head 3/8 ratchet with worn flex part so much that it can be used anymore, saying that i can only get gear replaced and nothing else, so i ended up buying new dual 80 ratchet.

If you bend the handle of the ratchet, they will send you a new ratchet. Buy the set, its a great deal!

 

[tsonka]

i have bent 1/2 breaker bar from 70's can it be replaced for that reason or i have to break it completely. i afraid to ask my local snappy dealer because according to him there no such a thing as a warranty for tools, if you broke it, it means it was misused. he rejected lots of thing from me including flex head 3/8 ratchet with worn flex part so much that it can be used anymore, saying that i can only get gear replaced and nothing else, so i ended up buying new dual 80 ratchet.

This sounds like a dealer who has people who wont do business with him.

Ive read through this thread realizing how lucky I was to have had a Snap On dealer who took care of his people.


I had no idea you could be expected to show proof of purchase. Yea I was given a receipt but those are long gone, were talking as far back as the early 90's. I could tell them who the local dealer was at the time, the dealership I was at and the approx. year but thats it.

 

[tjmonsen5]

i have bent 1/2 breaker bar from 70's can it be replaced for that reason or i have to break it completely. i afraid to ask my local snappy dealer because according to him there no such a thing as a warranty for tools, if you broke it, it means it was misused. he rejected lots of thing from me including flex head 3/8 ratchet with worn flex part so much that it can be used anymore, saying that i can only get gear replaced and nothing else, so i ended up buying new dual 80 ratchet.

Technically abuse and misuse is not covered under warranty but most dealers will warranty it for you. They want to keep their customers happy.

 

[Jason280]

My experience with Snap On's customer service has been flawless thus far. I've had two warranty claims, and both have resulted in new replacements being shipped out almost the same day as the call.

 

[davesnothere]

Snappy warranty, in my experience, has been fantastic. If you need long rats and torx socks, thats a killer deal.

 

[Skin]

Havent been impressed with the Torx sockets. I've used them occasionally, they're oversized for some bizarre reason, I have a VIM and older snap-on set that fit much better than them.