The Mac tool experience. (not good)

[Geared]

I have bought Mac tools in the past but no more. Here's why:

I have a breaker bar I bought from Mac about 2 years ago, and the other day it broke. My Mac guy recently went out of business due to Mac related issues (I'll leave that up to him to tell). So I called Mac tools (so called) customer service to see what my options are and told her the local mac guy is gone. The lady asked me what zip code I was in, I told her, and she says there isn't one and suggested I mail my tool to them and they'll "see" about warranting it. I asked her to just look up another zip code because I live within driving distance of 4 zip codes. She said, it's against company policy to search other zip codes other than the one I gave. WTF? Ok fine, whatever, I then asked what's the turnaround time gettig my tool back if I mailed it she says 7-10 business days. And I'd have to pay shipping to AND from Mac tools. What the hell. I told her I'll just toss it in the trash along with the Mac hammers that look like they have been tooled by blindfolded workers in the third world.

I mean is it me or it this company not give a **** about their dealers and customers? Their sockets are soft and wear out like a craftsman under professional use and they won't warranty "worn" sockets, they have to be broken. I'm I the only person Mac has shunned off like this? Because after this all my Mac "quality" tools are going bye bye.

 

[mrholeshot]

I stopped dealing with them several years ago. It's like Habor Freight on Wheels with Snap-On pricing. I use to spend more on MAC than Snap-On

 

[5-0stank]

I wasn't aware that you had to pay shipping from MAC back to you...

 

[lynam]

I think mac makes the best impact sockets. I am very happy with my universal 3/8" impact sockets even compared to snap on's i think there better.. If i tell my mac guy i have something to warranty he dosnt even look at the broken or sometimes worn out tool, he just orders me a new one.

I guess it all depends on your dealer.

 

[mrholeshot]

I wasn't aware that you had to pay shipping from MAC back to you...

Maybe thats the reason I don't have my ratchet back yet, lol

 

[Geared]

I got a set of sunnex universal sockets 3/8 drive and they never failed me yet.

 

[mrholeshot]

I got a set of sunnex universal sockets 3/8 drive and they never failed me yet.

And you tell us this why????

 

[Geared]

I think mac makes the best impact sockets. I am very happy with my universal 3/8" impact sockets even compared to snap on's i think there better.. If i tell my mac guy i have something to warranty he dosnt even look at the broken or sometimes worn out tool, he just orders me a new one.

I guess it all depends on your dealer.

I don't even have a Mac dealer. Haven't had one for 2 years now.

 

[mtwaterguy]

Maybe thats the reason I don't have my ratchet back yet, lol

If they've had it for several years, you probably better figure it isn't coming back.

 

[5-0stank]

Maybe thats the reason I don't have my ratchet back yet, lol

I hope you don't have to pay...

I hope they at least call me, I put my phone number in the package I sent them last week. (busted 3/8 flex head ratchet, 2 cracked sockets...)

 

[mooman]

Strange. Late last year i sent them in a broken 3/8" breaker bar. They sent me a new, Made in USA one. I did not have to pay for it to be shipped back to me.
Maybe call back and get someone in a better mood.....

 

[AZ_Catskinner]

I've had good luck with Mac over the years - granted, I haven't had a dealer for quite a while but the couple of items I've had to send in were replaced and back in my grubby little hands within a week.

 

[Stinger]

Sounds like BS.

I'd call back 3 more times with 3 more zip codes until I found a local truck that will help you out.

 

[tonydanzah]

i had no problem getting them to mail me a rebuild kit for a ratchet a few months ago

 

[wchamberlain]

I think it depends on who you talk too and dealer interface. My old guy in NC was great he would let me know where he's at, talk a minute then do business and I'm out.

 

[wxm]

I recently sent in a socket and got a new one back in reasonable time frame, neither was I asked for shipping cost for its return. I think the real problem is that the companies generally overlook the training to their customer service rep and as result most of rep are either non-professional or have no idea of what they are doing.

 

[mrholeshot]

If they've had it for several years, you probably better figure it isn't coming back.

It's only been about 10 days. I did have to put in a detailed note of what I wanted. They mentioned nothing of return postage. I did have to ship it to them on my dime. Don't really mind that

 

[rebelram]

Half the battle in dealing with customer service reps is knowing how to behave on the phone. Your attitude on the phone with a customer service rep can go a long ways in determining what type of service you get. I have worked several customer service oriented jobs over the years and customers who were polite and courteous got the same treatment back from me and I was more willing to go the extra mile for them. Customers who called in and started ranting before I could even ask them any questions, those were the ones I just wanted to get the call over with as quickly as possible.

I'm not saying any of you guys are rude in your interactions with various customer service reps. I'm just passing on info about how to get what you want out of customer service. It doesn't work all the time, but in most cases the more polite you are, the better you will be treated.

(Side note: I'm not defending MAC, all companies have good and bad customer service reps)

 

[Todd.Brock]

I have warrantied a few things with Mac. I just mail it into them. They send me stuff without charging.. I think thats either new policy or BS the rep doesnt know what they are talking about. I just follow the directions on the website about how to return things. Some things require an RMA if I remember.

 

[mtwaterguy]

It's only been about 10 days. I did have to put in a detailed note of what I wanted. They mentioned nothing of return postage. I did have to ship it to them on my dime. Don't really mind that

You said you hadn't dealt with them in several years.

 

[Toolhorder]

Same way I was treated when I called. I think they are trained to deal with customers that bought a $2 Stanley hammer not 20K worth of tools over a half a career. I got the same zip code comment as well. In the end I'm just spending with a company that "gets" it as far as service for the professional mechanic. I may spend more but I'll get treated right warranty wise. "There is a difference"

 

[AZ_Catskinner]

I just got back from mailing out a couple of broken screwdrivers - we'll see how long it takes.

 

[mrholeshot]

You said you hadn't dealt with them in several years.

I havent. This is a return I'm doing on a ratchet that I ran across going through some tools a few weeks ago. i havent purchaced anything from them in years. I'm not real crazy about the ratchet option they gave me over the one I sent it but i'm sure it will be better than a broke ratchet. I'll never buy another new Mac tool. I like the old stuff but the **** they have been selling over the last 5-6 years has been ****

 

[Toolhorder]

I havent. This is a return I'm doing on a ratchet that I ran across going through some tools a few weeks ago. i havent purchaced anything from them in years. I'm not real crazy about the ratchet option they gave me over the one I sent it but i'm sure it will be better than a broke ratchet. I'll never buy another new Mac tool. I like the old stuff but the **** they have been selling over the last 5-6 years has been ****

Agreed!
Last year I worked at a place with a Mac dealer and he had NO tools on the truck and every month the flyer had more clothes in it and half the tools were made in Taiwan.
The thing that kills the deal for me as an end user is how they fired all the workers in the Ohio plant then shipped production overseas. The prices aren't going down so basically I'm paying for US tool prices for a Taiwan POS. Mac tool guys answer was "What do you care where it's made as long as we replace it" I care cause I'm American you *****. I don't like my fellow Americans losing their jobs because some CEO wants another 20% profit margin this year. I'm all for capitialism but corp. greed knows no bounds. They'll sell their soul to China if they could.
It's just corp. greed just like any other US business now. I find it bordline treason what these greedy CEO's are doing to American industry.
What Mac is doing to the dealers is a whole other story.

 

[Gareth68]

Their web site is pathetic as well.

I have a set of metric KS wrenches regular and stubbies. I am missing my 11mm regular. I have gone to their web site several times searching for it, but cannot find it.

Apparently, they do not want me to purchase a replacement wrench.

I will pick one up off Ebay, and eventually move to snap on wrenches...even though I like the wider beam on the macs.

At least I can easily order a replacement of a missing snap on item...and get it shipped promptly at no cost to boot.

 

[SMKS]

Strange. Late last year i sent them in a broken 3/8" breaker bar. They sent me a new, Made in USA one. I did not have to pay for it to be shipped back to me.

Maybe call back and get someone in a better mood.....

I've mailed 3 packages to Mac and never paid shipping both ways.

I once called Proto and talked to the meanest lady I've ever dealt with. Perhaps try calling back or just send the breaker bar in. I've mailed things to them 3 times and never had to pay for items shipped back to me.

This link has the Mac tools warranty info:

http://www.mactools.com/CustomerService/WarrantyReturns/tabid/68/Default.aspx

 

[Kevin4317]

I had 2 ratchets that were broken when I called they wanted my C.C number so they can bill me for any work they did that wasn't warranty and for return shipping. I ended up selling on them ebay and replaced them with a Snap on and Matco for a few bucks more but have dealers. I wont even buy MAC at swap meets or ebay for fear of trying to replace them,

 

[Buckgnarly]

Just send it in......I'm quite happy with my recent experience with Mac.

http://www.garagejournal.com/forum/showthread.php?t=91854

 

[qwik]

I sent them a larger flat screwdriver and an impact swivel (3/8 12mm 12pt worn not broke) got the screwdriver back in a week w/ a note saying the socket was backordered........got a call yesterday from Mac saying it shipped. All in all happy with service.....and usa coo

 

[Skin]

moral of this story is dont try to get warranty service over the phone...from any truck brand. Just mail them in.

 

[rhastings80]

Just send it in......I'm quite happy with my recent experience with Mac.

http://www.garagejournal.com/forum/showthread.php?t=91854

Yes, just sent it in. I sent in some tools a couple months ago and they paid the return shipping.

 

[rwhite692]

I would just try calling again, you probably just got a cranky phone rep, or you got off on the wrong foot with them, somehow.

I have sent several MAC tools in for warranty replacement over the years, and actually, like Snap-On, most of the time when only talking about one or two items like a screwdriver/prybar/torx driver or a socket or two, when we wrap up the call, I ask the rep for the shipping address and they will say something like, "just ship them in when you get around to it..." or "I'm going to put you on the honor system, just toss the old ones."

Unless your account has a lot of warranty claims, you are probably not going to be flagged as a "serial abuser" of their warranty policy. If you are not in their system, you should first identify yourself, and have them create an account ID for you...Then whenever you call, they know who you are right off the bat, and you will get quicker service (just based on my experience).

Can you imagine how many BS calls these folks get, from guys who buy old mangled **** at estate sales or on Ebay, and then run to Snap-On or MAC as fast as they can, trying to hit the jackpot and get gleaming new replacement tools?

I have also never had to pay for shipping, except when they have requested that I send the item(s) back. But never had to pay for the shipping of the replacements, to me.