Surpise from Snap On

[gdocktor3]

I just wanted to share an experience I had with Snap On today. I am not a mechanic by trade, so when it came to warrantying some tools, 30 to be exact, I had to mail them in. No big deal as I don't need the tools to make a living and they paid for the shipping both ways. Not to mention it only took a week. With that said, a few items I included were 6 offset box wrenches out of a 9 piece set. When I received the wrenches, I found they were longer than the originals which prohibited them from fitting in the original tray. I emailed them and told them my situation and heard back in literally 15 minutes. Although they could not issue me a new tray, which was only a thin flimsy plastic thing, they decided to send me the remaining 3 wrenches without asking for mine in return. Not to mention, I sent that email in less than a week ago and I already received them. So you see, despite what you may have heard, there are some decent people working for Snap On after all.

EDIT - NO where does it say 30 BROKEN tools.

 

[joebachor]

ive had good luck with snap on. they ve always taken care of me.

 

[devoncoolman]

Never really had issues with snap-on. Exactly why i buy their tools.

 

[Brownsfan]

You had to send in 30 broken tools? Or did I read that wrong. That's a lot of broken tools.

 

[warmpancakes]

You had to send in 30 broken tools? Or did I read that wrong. That's a lot of broken tools.

It was a good garage sale

 

[zkling]

You pay for it up front, but they do seem to take care of their customers. Now the individual drivers can vary greatly on service.

 

[d.mcfarland]

Something isn't right here ...

 

[hautpot]

I had luck my first time on warranting ratcheting wrenches, but the second time the guy didn't believe me when I told him my flashlight I just bought wouldn't fit the 14.4V battery like they said it would... had to pay shipping and refund process was super slow.

 

[K-Dog]

HF would have sent them faster.....



*stir pot*

 

[devoncoolman]

Nope.
something isn't right here.
either this guys math is wrong or snap on *****

No they were either broken wrenches from ebay or a flea market. Or really old wrenches with chrome issues.

 

[magicrat]

Wow I'm surprised they did 30......but yea I read bad stories about snap on returns here all the time but the driver I deal with has ALWAYS taken care of me as well as the 1800 number.....so I can't relate to what these people are experiencing

 

[theknurl]

since 1959 when I first started using SnapOn tools....

I have broken;
1 5mm Allen socket
3 #2 Phillips impact drivers
1 3/8" Flex head torque wrench
1 1/2' to 3/8" adapter

the old warehouse on Figueroa St gave me a new torque wrench
the truck driver gave me a new adapter

 

[XxToolAholicxX]

I have some tools to send in for warranty... The bucket is pilling up from my dad who never did warranty thing but I am thinking about sending my dads in he is the original buyer but he is almost 80 and can't find the reciepts I hope we don't have an issue... My dad was not a mechanic but had a passion for tools as an engineer whom designed freeways and roads across the globe...

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I am ToolAholic, Sometimes I regret it, Especially when the Toolman won't give me no credit

 

[raiderhillbilly]

If I made the best tools in the world, I would charge less and give no warranty.

 

[theoldwizard1]

While I have broken a few tools in my day, I have NEVER broke a wrench !

I want to know how long of a cheater the OP had on the fastener and how it did NOT break the fastener !!

 

[devoncoolman]

Did I miss that post saying such?
I'll look again.

Keep lookin bro! Im just assuming (maybe i shouldn't) that the op picked them up for cheap because they were either broke or had major chrome issues. Hey maybe they were broke for along time and he never took care of it. Idk

If I made the best tools in the world, I would charge less and give no warranty.

In a perfect world this would be true and work out well. But even top quality tools fail from time to time. Thats where warrentee kicks in.

While I have broken a few tools in my day, I have NEVER broke a wrench !
I want to know how long of a cheater the OP had on the fastener and how it did NOT break the fastener !!

Agreed ive only ever broken 1. 8mm extra long box wrench and a small handfull of gearwrenches <--- from abuse.

 

[jrobb316]

I have broken a snap on double box 0 offset wrench a few times. Cracked between one of the 12 points and the outside. But I use them every day and they are super thin for easy access. i have a set at home and work and wouldn't hesitate to tell anyone to get themselves a set. But a regular combo wrench, i've never broken.

 

[ssdave]

In Snap-on, I've broken a 1/2" 3/8" drive deep socket twice, a 15/16" wrench, probably a half dozen screwdrivers, and a 5/16" 1/4' drive deep socket that I remember. I wore out one pair of used diagonal cutters (made in 1944) but I bought a new pair and kept the old ones for nostalgia (driver offered to warranty them).

In Proto, I've broken a 16mm socket, a 3/4" socket, a 15/16" socket, a 1/2" 3/8" drive deep socket, several 1/4" drive sockets. I had to stop using the 1/4" drive sockets and use Snap-On, which have been flawless.

In Craftsman, I've broken innumerable screwdrivers (gave up and bought snap-on, stopped the problem!), a 1/2" breaker bar, a 9/16" x 5/8" double box, a 3/8" x 7/16" double box, a 9/16" ratcheting wrench, every socket you can think of, over and over again, (until I gave up and bought Proto and stopped that problem!), ratchet after ratchet, until I gave up on using them and switched to Indestro, Proto and Snap-on, and many pairs of pliers (replaced with channellock and Klein).

I use Snap-on and Proto tools about equally now, and have had maybe 5 to 10% of the breakage I had with Craftsman. Plus, I can use them harder without fear of breakage.

I can't imagine using snap-on hard enough to have 30 pieces waiting for warranty!

 

[CJM8515]

ive had good luck with snap on. they ve always taken care of me.

Agreed. Snap on customer service is good, its the tool truck drivers who can be good or bad.

 

[RedRabbit]

I have some tools to send in for warranty... The bucket is pilling up from my dad who never did warranty thing but I am thinking about sending my dads in he is the original buyer but he is almost 80 and can't find the reciepts I hope we don't have an issue... My dad was not a mechanic but had a passion for tools as an engineer whom designed freeways and roads across the globe...

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I am ToolAholic, Sometimes I regret it, Especially when the Toolman won't give me no credit

Don't worry about receipts. I warranted some of my grandpa's snap on tools and I just mentioned that my grandpa bought it and they said no problem. They don't ask for receipts.

 

[Wamsutta]

Usually Snap-on will warranty 1 tool at a time; not 30.

 

[Cato]

Something isn't right here ...

Yeah, the OP has thirty broken Snap On tools and says he isn't a professional mechanic?

Well, I'm not a professional mechanic and only had one experience with Snap On customer service. I ordered a set of wrenches a couple years ago to find two out of the set to be flaking chrome. I called the customer service number to be told that they would send me a new set - no need to worry about a return. Cool beans, right? Couple weeks pass and I call in and they say I have to send in the wrenches. Apparently there was some mix up. They paid for the return shipping but I still paid in head aches dealing with some half wits.

You might think Snap On would have the chroming process down or at least not be employing folks from Lighthouse to the Blind in their quality assurance.

BTW, I've never had flaking chrome with my Craftsman or Husky (Chinese or USA) wrenches.

 

[gdocktor3]

Haha relax guys. NO WHERE in the post does it say 30 "BROKEN TOOLS". Actually, only one 1/4" ratchet was broken. The rest were worn screwdrivers and old, faded or rusted tools I have either picked up at flea market or received from my father. I figured what have I got to lose, send as many as I can. Worst they can say is no. I'm sending more in this week.

I swear some of you guys love putting people down...

 

[d.mcfarland]

This is partially the reason the honest people pay so much for Snap On.

 

[gdocktor3]

This is partially the reason the honest people pay so much for Snap On.

AHH I knew someone would say something like that. Me warrantying a handful of tools last week has had no effect on the price of Snap On tools for the last 50 years. I guarantee at some point or another half the guys on this forum have cussed out SO in regards to price, customer service, etc.. And now, in your eyes, because I "got one over" on them I'm the ahole. Mind you, I sent quite a few emails back in forth listing the items and condition before they approved and agreed to send me the prepaid shipping sticker. I can't count the amount of times I've read threads on here about people defending Snap On's price becuase of the no frills warranty they offer. I took advantage of it and now its the other way around.

 

[MattPersman]

I love snap on their customer service people seem much better and nicer than years past on the phone. They really have some nice people over in Crystal lAke. :thumbs up:

 

[LB-1911]

To recap;

You collected up your flea market and hand me down tools - corresponded w/ customer service, they accommodated you and you plan on repeating the process again.


#26

Haha relax guys. NO WHERE in the post does it say 30 "BROKEN TOOLS". Actually, only one 1/4" ratchet was broken.

The rest were worn screwdrivers and old, faded or rusted tools I have either picked up at flea market or received from my father.

I figured what have I got to lose, send as many as I can. Worst they can say is no.

I'm sending more in this week.

I swear some of you guys love putting people down...

#28

AHH I knew someone would say something like that. Me warrantying a handful of tools last week has had no effect on the price of Snap On tools for the last 50 years. I guarantee at some point or another half the guys on this forum have cussed out SO in regards to price, customer service, etc.. And now, in your eyes, because I "got one over" on them I'm the ahole.

Mind you, I sent quite a few emails back in forth listing the items and condition before they approved and agreed to send me the prepaid shipping sticker.

I can't count the amount of times I've read threads on here about people defending Snap On's price becuase of the no frills warranty they offer. I took advantage of it and now its the other way around.

#1

I just wanted to share an experience I had with Snap On today. I am not a mechanic by trade, so when it came to warrantying some tools, 30 to be exact, I had to mail them in. No big deal as I don't need the tools to make a living and they paid for the shipping both ways. Not to mention it only took a week. With that said, a few items I included were 6 offset box wrenches out of a 9 piece set. When I received the wrenches, I found they were longer than the originals which prohibited them from fitting in the original tray. I emailed them and told them my situation and heard back in literally 15 minutes. Although they could not issue me a new tray, which was only a thin flimsy plastic thing, they decided to send me the remaining 3 wrenches without asking for mine in return. Not to mention, I sent that email in less than a week ago and I already received them. So you see, despite what you may have heard, there are some decent people working for Snap On after all.

EDIT - NO where does it say 30 BROKEN tools.

 

[2jz4me]

Sounds like a great plan to me. Warranties are on the tools. Period. Snap on says that the said tool will last forever and if it doesn't then they will replace it. I really don't know why people try to bring ownership into the equation. You think if I was working on something and I used a 12mm wrench from my dads toolbox and it broke that snap on shouldn't replace the wrench because it was my dads and I was the one turning it? That's laughable.

OP, I say send them 100 tools. If they are true to their word and the their warranty then all of them should be replaced in my opinion.

 

[gdocktor3]

I'm not sure where you are going with this, but yes. My father was a self employed mechanic for 42 years. When he retired he took all the loose and oddball sockets, wrenches, etc and put them in a big wooden box in our barn. I'm talking 100s. Recently I decided to sort through them and make complete sets for my new house. A few items I needed I picked up on Ebay and a flea market. Instead of letting the tools rust away, I decided to put them back to work. Why people are getting sour about this whole thing I'm not sure. Its ok to bring buckets of tools back to Sears, but because I send in a handfull of Snap On tools once in my lifetime people are losing their minds.

I was merely trying to say a few kind words about Snap On. I had not realized a lynch mob fueled by, dare I say jealousy or envy, would be the result. FWIW I did the same for my Mac and Matco tools also.

 

[twertsy]

Sounds like a great plan to me. Warranties are on the tools. Period. Snap on says that the said tool will last forever and if it doesn't then they will replace it. I really don't know why people try to bring ownership into the equation. You think if I was working on something and I used a 12mm wrench from my dads toolbox and it broke that snap on shouldn't replace the wrench because it was my dads and I was the one turning it? That's laughable.

OP, I say send them 100 tools. If they are true to their word and the their warranty then all of them should be replaced in my opinion.

Absolutely agree. I flat out refuse to buy new SO. I can get them second hand for at least 1/2 the price, sometimes more. Or, even more likely, I pick them up at sales/fleas. You folks bitching, are you saying that because I don't carry a Snap-On Gold Card I shouldn't be allowed to warranty a tool? As stated above, the warranty is on the tool.

 

[jacked_72]

You guys keep forgetting that Snap On went from a lifetime guarantee to a lifetime guarantee to the original purchaser. With the newer stuff issued under the newer warranty, Snap On could fight you on warrantying the tool. With the older stuff that did not tie the warranty into the original purchaser (and for which there was never a mention of providing a receipt) they'd just be buying themselves a lawsuit. Whether one agrees that a "lifetime warranty" means that it runs with the tool or with the guy that originally bought the tool or that "lifetime" really means a certain number of years, it doesn't matter. If it offends you warrantying a "lifetime" tool with an ambiguous warranty period, don't do it.

 

[2jz4me]

When did snap on warranty switch to the original purchaser with a receipt? Are you saying that if I bought a $300 set of snap on wrenches from somebody on this forum that snap on wont warranty the wrenches? If thats true then we may as well shut down the classified ads section. If anybody with any sense at all buys such a premium product with no warranty to be had with it then please contact me, I have some ice cubes to sell to you.

 

[PFSard]

Read SO's warranty. As per jacked_72's summary.

If you are honest with SO about how you acquired an SO tool and SO's representative agrees to warranty the tool, all the power to you. If you deceive SO, then that's dishonest.

I was honest with SO about tools I bought where I was not the original owner. SO warrantied the tools. Another time, SO would not warranty the tools.

 

[gdocktor3]

So should I just go home and throw the remaining tools away that I had planned on sending in and instead buy all new ones? Would that make you guys feel better? If I didn't know any better, I'd think some of you are Snap On employees or even VPs concerned with the 2015 sales income. I mean come on now. I feel some of you are arguing just to argue. No rhyme or reason as to why other than the fact that I am benefiting from it and you aren't.

 

[CJM8515]

Read SO's warranty. As per jacked_72's summary.

If you are honest with SO about how you acquired an SO tool and SO's representative agrees to warranty the tool, all the power to you. If you deceive SO, then that's dishonest.

I was honest with SO about tools I bought where I was not the original owner. SO warrantied the tools. Another time, SO would not warranty the tools.

The only people I had issues with a warranty was the drivers and several different ones. Calling in and speaking to a live person-they never once ever gave me an issue. Just send the tool if they want or heck keep the broken one usually and they will send new. No questions asked.

 

[trackwelder]

So should I just go home and throw the remaining tools away that I had planned on sending in and instead buy all new ones? Would that make you guys feel better? If I didn't know any better, I'd think some of you are Snap On employees or even VPs concerned with the 2015 sales income. I mean come on now. I feel some of you are arguing just to argue. No rhyme or reason as to why other than the fact that I am benefiting from it and you aren't.

Correct me if I'm wrong but you are taking old,neglected, rusty tools and sending them in for warranty. Are they all broken or is it just cosmetic damage.

 

[gdocktor3]

Mostly cosmetic damage. One 1/4" ratchet needed to be rebuilt. The nice people at Snap On told me rusted, pitted tools are able to exchanged.

 

[trackwelder]

Mostly cosmetic damage. One 1/4" ratchet needed to be rebuilt. The nice people at Snap On told me rusted, pitted tools are able to exchanged.

That's a new spin on things. Usually the warranty does not cover neglect, which most of these tools are from the previous owner.

 

[gdocktor3]

Well SK, Mac and Matco also accepted tools that only had cosmetic damage. I think what it comes down to is whether or not the tool appears to have been used for its intended purpose really. If I sent in a wrench that was 100% covered in rust and dirt as if I dug it out of the ground, I'm sure they would say no. However, in my case, some of the jaws on my wrenches were beginning to rust after years of slipping and banging into stuff while tightening or loosening bolts. Same with the sockets. The outter chrome was still nice, but the middle section which makes contact with the bolt is chewed up and rusted. I'm not sending in tools that are completely covered in rust and stuff. Damaged areas on the tool that have been gauged or scratched that are beginning to rust is a different story.

 

[stihlntime]

Imho neglect or normal wear should not be covered by any mfg. Mfg. defects, breakage with normal use not 4 foot cheater bars is what should be covered. If a mfg. rep approves anything else the are going above and beyond. I think what people are alluding is that most people wouldn't expect SO to replace tools that have been neglected. A time will come when they will clamp down just like knipex has. If its not broken knipex isn't replacing it. Somewhere a "reasonable" expectation from the tool owner hasvto come into play. Personally I would feel like it is the wrong thing to do if I was sending it in due to neglect. Even though SO is built on a different model than most businesses they keep a defective percentage rate and adjust the retail to maintain whatever margin they demand. All business do it. I always tell my kids , "let your conscious be your guide". I guess if your comfortable with what your doing its all that really matters.