Tool Truck Etiquette

[CJM8515]

Some very good points by everyone, I too have had good/bad with the tool truck guys.

One particular snap on dealer comes to mind: The guy was in his late 60's and lived locally to me (a few towns over) and I was working for a small mom and pop tow operation with just a yard and no shop, tool truck didnt stop there but instead we met him where he always got lunch on a tuesday. I bought quite a bit of stuff off him, including over 500 dollars worth of cordless tools. He had no issue extending credit to me and allowing me to mail him checks. I diligently sent him the money and also paid him a few times some cash if I was in the area. I always bought stuff off him every few weeks or months.

Fast gorward to a few years later, I had changed jobs and no longer had any contact with the snap on dealer. I borrowed a friends blue point flaring tool and broke it and contacted the dealer, he recalled me and said no problem. Told me he would have it by next week and to give him the old one. Every week for 2 months he said he had ordered it and it hadnt come in. I gave up and called snap on and had it in 3 days. Its not like I didnt spend a good chunk of money with him, I always paid him and yet he just sorta didnt care.

I honestly would LOVE if tool truck tools were sold at some sorta store locally. Id spend a good bit of change there and if it sorta worked like sears with warranties it would be nice. Would even work if they had perhaps a kiosk or cart somewhere or parked the truck somewhere and word got out. But most drivers are unreliable and snobbish imho. Id rather spend my money on tools i can buy locally at the tool supply or online for cheaper than in store.

 

[Steinmetz]

The OP isn't entitled to call the shot here. His opinion is no more valid than other opinions candidly expressed.

 

[Hiball]

The OP isn't entitled to call the shot here. His opinion is no more valid than other opinions candidly expressed.

Your Choice. This a Great place, Lots of Resources from many different parts of the World, I felt the OP's Thread was Valid, We probably get a few posts a week regarding Tool truck warranties and Why Tool truck dealers are so hard to find? Or how do you find a dealer? Etc... Unfortunately we cant have valid discussions about Tool trucks or HF, because too many feel the need to pound there chest and validate there purchases. I don't really follow your posts, Nothing personal.. It just doesn't ring a bell, so I don't know if your just trying to stir the pot or just feel like typing, Personally I think a MOD should have stickied the OP's thread and locked it, too much BS around this place to have valid discussions about tool brands.

 

[Davefr]

I'd like to see SO come up with a better distribution pgm. for small shops, independents, etc that fall below the threshold of full service tool truck routes but still require professional tools and fast service.

Maybe something like MSC's model where if you order by 8:00 PM you get the order the next day at the ground shipping rate.

 

[Hiball]

I'd like to see SO come up with a better distribution pgm. for small shops, independents, etc that fall below the threshold of full service tool truck routes but still require professional tools and fast service.

Maybe something like MSC's model where if you order by 8:00 PM you get the order the next day at the ground shipping rate.

Obviously not next day but I generally get my Web orders within 2 days, Of course I can see how East/West coast customers could take longer and cant beat the shipping Price..

 

[gagreen]

The OP isn't entitled to call the shot here. His opinion is no more valid than other opinions candidly expressed.

Non of this was supposed to be opinions. It is a matter of fact here it is like it or not thread, or was supposed to be. I didn't endorse a brand, I made a thread detailing why they operate the way they do to answer questions frequently brought up. I did not ask for opinions or input other than posts constructive to the original conversation of facts.

Your opinion does not matter to me or to anyone who is buying these tools. There is always 3 or 4 guys who gang up and turn it into a bash fest. This was not a promotion thread and yet people still felt the need to come in and hammer on the truck brands and their business model as well as insulting their consumers. Reading my original post I put no bias towards one brand over another and did not make any statements regarding their quality. That is not what this post is about.

But the same group of people will saturate every thread regarding truck brands with the exact same nonsense they put up several times a day that never leads to the betterment of a thread.

I am just as entitled to call the shots on a thread I start as you are to come in and veer it way off of the original course.

I'd like to see SO come up with a better distribution pgm. for small shops, independents, etc that fall below the threshold of full service tool truck routes but still require professional tools and fast service.

Maybe something like MSC's model where if you order by 8:00 PM you get the order the next day at the ground shipping rate.

Truck brands built their distribution model a long time ago. They have set zones that a driver has total rights to distribution in, this means that any retail outlet in that zone would have to feed the driver a portion of any sale in that zone. This makes for a very complex system of distribution outside of the trucks. It's a very tough infrastructure to change.

I work in a very small shop, up until last week it was only my boss and I. We are tool addicts tho so the truck has no problem showing up weekly lol.

I can't stress it enough, if you are a business and need or want tool truck service get it. You can go through the websites, or find a close shop and ask them if they have their drivers number (most will have a card or a freebie calendar).

 

[Brownsfan]

Its just like EVERY tool truck brand toolbox thread. No matter what someone will chime in with buy 4HF 44" boxes. Your wasting your money and are stupid if you don't. I made a thread a while ago and even said I DONT WANT THE HF BOX so please don't tellme to buy it. My question is about a specific box not the HF

 

[wafrederick]

Snap On dealer down the road in my area might be getting out of it.It is not him at all and it is what Snap On is pulling on him.He has been a Snap On dealer for 21 years and Snap On wants him to give them his franchise.He said no way and the only option they would have to do is buy him out.Plus problems with the district rep that have been resolved.Plus Snap On told him to repo a good customer's toolbox,air compressor and a couple pieces of equipment.This good customer of his owes $5,000.00 and has been having medical problems in and out of the hospital.He won't repo them at all.

 

[atwageman]

Snap On dealer down the road in my area might be getting out of it.It is not him at all and it is what Snap On is pulling on him.He has been a Snap On dealer for 21 years and Snap On wants him to give them his franchise.He said no way and the only option they would have to do is buy him out.Plus problems with the district rep that have been resolved.Plus Snap On told him to repo a good customer's toolbox,air compressor and a couple pieces of equipment.This good customer of his owes $5,000.00 and has been having medical problems in and out of the hospital.He won't repo them at all.

Sound like this good customer of his owes SO and not him. Driver has a good heart. If he won't repo it, someone else though. Regardless of the circumstances it would be embarrassing to have your **** repo'd in front of your coworkers.

 

[The English Hacker]

They'll do just fine without your business.

That is the attitude of a business destined to fail. Complacency is the beginning of the end.

 

[The English Hacker]

By the way, thanks OP, interesting read.

 

[chadster1]

Good points by the OP and mostly accurate. Security is another reason that some dealers are leery of walk-ons.

 

[atwageman]

Good points by the OP and mostly accurate. Security is another reason that some dealers are leery of walk-ons.

Yeah meth heads might steal the truck and sell the tools at scrap value. Lol

 

[chadster1]

Yeah meth heads might steal the truck and sell the tools at scrap value. Lol

Trucks have been stolen, dealers have been robbed at gunpoint and dealers have been killed. Trust me, it has happened more than once.

 

[gagreen]

Good points by the OP and mostly accurate. Security is another reason that some dealers are leery of walk-ons.

I didn't want to get into that mess. I don't think walk ons are any more likely to steal than some of the guys on the regular route. It is an issue tho, and if a driver has a truck full of regulars and a walk in hops in, it would definitely put the driver on edge trying to keep an eye on everything.

 

[Hootbro]

..................

If I;m a driver heading to an industrial client with 300 employees and a monthly tool crib allotment of $10k and I;m held up by a "dude" who walks on my truck "heming and hawing" over the price of a $80 F80 ratchet or a $60 ratcheting screwdriver and just trying to get an "overview of what I sell,", then hellz yes, you, as a customer, are a waste of my time.

Period.

Which is why drivers screen walk-ons.

This is NOT an ice-cream truck.
They'll do just fine without your business.

Meanwhile the "big boy" deisel shop, city repair facility, military base or mfg. plant has workers that need tools, need tools fixed or need to order tools NOW (and have likely already callled the dealer and are waiting for delivery at industiral prices) that far usurp any argument you can bring.

Money talks. More money talks louder. Sorry
Business 101.

You pay-to-play in the snap-on world.
It's not news.

I do not know about your neck of the woods, but up in my area, there is dedicated industrial Snap On reps that do no shop routes and are just handlers of large lot industrial clients.

The industrial rep that serves my workplace basically told me that they are not setup to do tool purchases outside of already setup company account and have to refer the occasional personal walk-ups to a offsite shop tool truck dealer or corporate directly.

 

[gagreen]

I do not know about your neck of the woods, but up in my area, there is dedicated industrial Snap On reps that do no shop routes and are just handlers of large lot industrial clients.

The industrial rep that serves my workplace basically told me that they are not setup to do tool purchases outside of already setup company account and have to refer the occasional personal walk-ups to a offsite shop tool truck dealer or corporate directly.

In the air force our only tool supplier was snap on. When retooling for transition from F-117's to F-22's snap on sent an industrial rep who handled the entire purchase. The industrial rep is a direct employee of snap on and does not own a franchise. They are able to make deals that a normal franchisee cannot. The same goes for the truck guys who service educational institutions. Industrial scenes are a totally different animal than the shop scene. I know that snap on has a tool store inside of a few large aircraft overhaul hangars that is open 3 or 4 days a week. This is a snap on corporate thing as a driver could not properly handle a large place having 300+ employees.

 

[jjjrmx5]

Trucks have been stolen, dealers have been robbed at gunpoint and dealers have been killed. Trust me, it has happened more than once.

WTF?

It's not like you ever slung chrome for SO.

Wait---WHAT! LOLZ.
You are da man.

<big Chadster hug>
And why i love the Chadster.



Don't poke the bear GJ. LOLZ.

 

[wafrederick]

Sound like this good customer of his owes SO and not him. Driver has a good heart. If he won't repo it, someone else though. Regardless of the circumstances it would be embarrassing to have your **** repo'd in front of your coworkers.

This driver knows this customer very well and understands what he is going through.This customer will pay when the medical problems are solved.I spent $149.00,he sent in my FAR7200 air ratchet in for a rebuild and I bought a couple things from him before.Plus his oldest son graduated with my youngest brother.

 

[Rossco]

Av used allot of SO dealers all over the world. Some good, some bad.

Basically the local guy here ain't allowed on site so Iam a walk on to say, although I knew him from my dealer days.

Basically if you want to play then you need to spend money. I always owe him money and it ain't no paper work deal. I never seen him for months then caught up, BS'ed a little, paid my dept and he threw another couple hundred my way. Need to spend money, I don't blame truck guys for not being into the nickel and dime sales and random warranty work. If you walked on, bought a 1/2 service set and produced a broken screwdriver shank IDE swap it right out.

Also up here in Canadia the dealers make good money. How can he knock 40% off a 'Not even made yet box'

 

[Hootbro]

In the air force our only tool supplier was snap on. When retooling for transition from F-117's to F-22's snap on sent an industrial rep who handled the entire purchase. The industrial rep is a direct employee of snap on and does not own a franchise. They are able to make deals that a normal franchisee cannot. The same goes for the truck guys who service educational institutions. Industrial scenes are a totally different animal than the shop scene. I know that snap on has a tool store inside of a few large aircraft overhaul hangars that is open 3 or 4 days a week. This is a snap on corporate thing as a driver could not properly handle a large place having 300+ employees.

I understand that. My point was to point out that jjjrmx5 analogy of a driver heading out to a large industrial client and not being interesting in a "looky loo" walk on is not a good analogy as both the industrial client and smaller shop clients are handled by two different reps.

I would also bet a cold beer that military and/or govt GSA purchases are even handled by an even more specialized industrial account rep as the purchasing requirements and record keeping is more unique than a standard civilian industrial account.

 

[gagreen]

I understand that. My point was to point out that jjjrmx5 analogy of a driver heading out to a large industrial client and not being interesting in a "looky loo" walk on is not a good analogy as both the industrial client and smaller shop clients are handled by two different reps.

I would also bet a cold beer that military and/or govt GSA purchases are even handled buy and even more specialized industrial account rep as the purchasing requirements and record keeping is more unique than a standard civilian industrial account.

Yeah I was just agreeing with you in long form lol.

 

[yogitech]

Communication, communication... Communication!! If you can't pay, don't hide, man up talk to your dealer. Explain the situation, but, don't forget it's not your tool until its payed in full. Don't get hostile if you fail your portion of the agreement by not paying as agreed. Where else can you purchase something with zero interest and negotiate your payment? Show some respect, PAY YOUR BILL!!!!!!!

 

[mopar01]

Good points by the OP and mostly accurate. Security is another reason that some dealers are leery of walk-ons.

My dealer doesnt do walk ons. I dont blame em. He said hes been burned a few times. He probally the best tool dealer iv had. Btw what happened to mr shaun?

 

[dodgemike]

I had a Matco truck dealer live
right around the corner from me.
I walked down one evening and
introduced myself. He had all ready seen in my garage. "Oh your
the guy with the old Dodge" Turns
out we had a lot in common. I had
some specialty items I wanted to
buy. I asked if I could call and walk
down when I needed something
knowing this is after he has done
his route all day. He says" sure
come down anytime". I always paid
cash. We became good friends. His
wife walked down to my house one
day with a good sized box. It was a
Tony "The Sarge" Shumacher creeper. He would not take any
money, said it was promo for his
good customers. I said I dont spend
enough to deserve this. He said
yeah but your my friend! I guess
the moral to the story was making
the effort to get off on the right
foot. I tried to respect his time and
home. Sadly he moved out in the
country.

Sent from my SCH-S720C using Tapatalk 2

 

[abvw]

Are you sure about this? I thought it was in their franchise agreement that they had to provide warranty service.

If you're a pro. If you're a regular Joe, call Snap-on.

Every warranty claim is taken against the truck's credit limit and inventory, and reimbursed at a later date. The dealer have to pay out of their pockets to stock the truck up, every set he breaks up to warranty your broken tool means one less potential sale. If he does this to every Joe that steps on the truck he'd have nothing to service the pros (his core customers).

 

[powerstroker]

Interesting thread. Between the 3 dealers I've had at different shops I've had nothing but good experiences. Never really thought about it too hard. Thinking of it now I had 3 outgoing reps who liked to chat which I like a lot. But at the end of the day they were there offering a product to me which I was interested in purchasing and I pick and chose what I wanted and when I wanted to buy what. At my current location I have 3 different tool reps who all come regularly. Same story. 3 great guys. Good products (in my opinion) and great service where I am. I guess my point is I've always been a nice guy to all my reps and I've received the same back. I think that's really the basis of it. That's the basis of every positive transaction I think. Oh and I keep my bill as low as possible and always pay when expected to. That's the etiquette that I believe is required on my part. Just my 2 cents.


Sent from my iPhone using Tapatalk

 

[joel63]

Communication, communication... Communication!! If you can't pay, don't hide, man up talk to your dealer. Explain the situation, but, don't forget it's not your tool until its payed in full. Don't get hostile if you fail your portion of the agreement by not paying as agreed. Where else can you purchase something with zero interest and negotiate your payment? Show some respect, PAY YOUR BILL!!!!!!!

Now this describes tool truck etiquette.

I just don't understand deadbeats.

 

[331CID]

My father had mostly one brand of tools from his wrenching days. Still works on stuff at home. We never had a problem with a warranty claim. We would walk up and get stuff swapped out. Sometimes they seemed a little agitated, but can't blame them. Joe shmo comes up, costs you money until you get paid from the company for the broken item you send back in. I get it.

Now that I wrench professionally, I have no problem because I'm on there every week. I'm friends with my driver outside of work.

The warranty thing? Never heard it was to the original purchaser. My SO driver has warrantied stuff that I told him I got off eBay, out of the trash etc. always seems stoked that I got a cheap price on a tool that I get to swap for something new.

Hope all of you have good experiences with your drivers/tool companies.


Sent from my iPhone using Tapatalk

 

[gagreen]

My father had mostly one brand of tools from his wrenching days. Still works on stuff at home. We never had a problem with a warranty claim. We would walk up and get stuff swapped out. Sometimes they seemed a little agitated, but can't blame them. Joe shmo comes up, costs you money until you get paid from the company for the broken item you send back in. I get it.

Now that I wrench professionally, I have no problem because I'm on there every week. I'm friends with my driver outside of work.

The warranty thing? Never heard it was to the original purchaser. My SO driver has warrantied stuff that I told him I got off eBay, out of the trash etc. always seems stoked that I got a cheap price on a tool that I get to swap for something new.

Hope all of you have good experiences with your drivers/tool companies.


Sent from my iPhone using Tapatalk

I didn't believe until I read it on their website. Like I said in the original post tho, it is a tool giving the drivers the ability to turn away someone carrying a bucket full of sockets and rusted gold they got cheap from a sale. My driver has no problem warrantying anything I throw at him, he even takes care of drill bits for me.

 

[Givl Reggin]

I don't blame truck guys for not being into the nickel and dime sales and random warranty work.

It's called customer service - you have no way to know if the customer who is buying nickle and dime stuff today isn't going to spend $15,000 tomorrow.

 

[quattroJoe]

The main theme of the thread seems to be "money talks." That works both ways. Those who are opposed to the tool truck sales model or have a bad driver, why not just take your business elsewhere? Believe it or not, Snap On is not the only company who makes good tools with a warranty, not even the only US company or the only truck option. I'm not here to defend anyone, just saying why not spend your money somewhere that you can feel better about? I don't think you're swaying any opinions here...

 

[Rossco]

It's called customer service - you have no way to know if the customer who is buying nickle and dime stuff today isn't going to spend $15,000 tomorrow.

I ain't condoning the actions of any dealer when it comes to customer service or warranty.

If a guy jumps on the van while its servicing a car dealership etc then I would expect the truck guy to sell sell sell.

 

[chadster1]

It's called customer service - you have no way to know if the customer who is buying nickle and dime stuff today isn't going to spend $15,000 tomorrow.

It's a numbers game. Dealers have limited time and space. The successful ones focus their time where they have the greatest chance of making the most money.

Just to throw some numbers out to give you an idea. Figuring a 10 hour day (on the route), 5 days a week, the average dealer will generate $200 an hour in sales. There are some dealers that generate substantially more. These sales come from people that he has an established relationship with that he sees on a regular basis that expect to see him at a certain time every week.

A common experience with a walk on for me usually involves the guy asking if I knew so and so who was a dealer 20 years ago in a town 30 miles away, him asking how much my truck is worth with all of the tools on it, and him telling me about all of the tools he used to have but how they got stolen. The really brazen ones ask for credit. "I am sorry, I can't give credit to someone who I just met in a parking lot who doesn't work anywhere in my route" is a phrase that I have had to use more than once.

 

[arms1970]

there are 3 or 4 people who are ruining this thread the way they ruin every informational thread on this forum.

This is direct information that regardless of your opinion, is what it is.

Please vent your negativity somewhere else.

Keep this open as a guide to help someone who wants to use a tool truck as an off route patron.

Bash somewhere else

No matter what, always happens.

 

[Stooge]

i dont work in a professional shop, i have a few bays that i work on some hot rods, muscle cars, misc mechanicals and some metal work for people and club members from outfront, thus i do not have a dealer. i was using the dealer at my buddy's paint shop but he has since moved shops and im SOL currently. i dont have any warrantees but i have a few things i want to fondle when im buying, always paid cash upfront, never any credit although i was offered it since i was working at the paint shop off hours.

Do any of the guys in my position ever try calling the phone # on the side of the truck before walking up and knocking to see if they will allow walk ons? or just pull into the shop where you see the truck and approach them?

 

[warmpancakes]

. This is a snap on corporate thing as a driver could not properly handle a large place having 300+ employees.

My driver handles GMs milford proving grounds, Hes there 2 times in the week Once for the day shift and once for the afternoon shift when they run 3 shifts he adds a 2 am stop, IF gm wants tools for the company they send a Email with PO to him and he orders and has it drop shipped. On average hes there 10-12 hours a week between the 2 times he stops.

 

[byoungblood]

Poor poor Kracin.
Ya still don't get it do ya.

The truck is there for customers, but customers who BUY.

His comments were directed towards people who BUY.

Fact is, guys who live in areas where a driver's route is a bit stretched out probably get less than stellar service and really dilutes many of the "pay to play" argument of truck brand tools. Someone who is a one man operation that only spends a few hundred bucks a year on tools should get the same level of service as the shop in the next town over that has 30 employees that are making eternal payments on their $10k tool boxes.

Because I have a small amount of Snap On stuff I bought 10 years ago for my personal use and didn't buy it from a specific dealer should not give them the ability to shrug me off if I need a rebuild kit or new soft handle for a ratchet that I bought NEW.

I've just wised up and don't buy truck brand tools now. There's no good reason to pay three times the price for something to have to pick up a phone to get any kind of service anyway.

Meanwhile the "big boy" deisel shop, city repair facility, military base or mfg. plant has workers that need tools, need tools fixed or need to order tools NOW (and have likely already callled the dealer and are waiting for delivery at industiral prices) that far usurp any argument you can bring.

You pay-to-play in the snap-on world.
It's not news.

Anyone who is buying tools under contract prices is likely NOT buying directly from a driver. So your argument is moot.

 

[Adam.C]

I get that it might not make economic sense to service shade tree mechanics like me. But I just want folks to know it does happen. My driver is very patient with me. He stops at a garage near where I work. I just walk over. We shoots the bull while I browse. I almost always buy something. Its a candy store to me. I try to be respectful of his time.

As I see it, more business is more business. Its better for me to buy off the truck than buy online. Occassionally I get a break on price and I have the opportunity to warranty stuff no questions asked. If I didn't buy from the truck, I'd buy everything on ebay and Snap On would get no business from me.

I encourage folks to see if they can establish a relationship with their local driver. Might work out great! You can shop online, them email your order to the driver. No difference in price for you, but he gets a cut. I would think that's just extra for him.

 

[afazz]

Here is my opinion as a (serious) hobby tool user.

To find my first dealer, I cold-called the number I was given by Snap-on customer service. He was close to retiring, and sold me $200 worth of stuff for list price + tax after I drove 20 miles to his house and paid with cash. One of the tools was slightly used. I never went back.

I worked with my second dealer for over 2 years. I averaged probably $150 per trip and spent maybe $2500 total. I always drove to his house and paid cash in full. Most of the time he didn't have any inventory so he was just a middle man for the website. When the tools would arrive, I drove to his house and paid full list price plus tax. Occasionally he would take off 5% or throw in some promo item. He remembered everything and was really quick with his orders, he's probably very good to his pro customers, but I decided I could do without him.

My third dealer is exactly what I need. He has tons of inventory, and he's like a car salesman. I'm very clear with him: this is my hobby, I don't *need* anything he will ever sell me, I pay cash in full, I can't pass up a smokin' deal, and I won't bite on a lukewarm price. He is competing with eBay and the used market. If the price I want to pay is below what he is willing to accept, then I won't buy it. I drive to him, negotiate on everything, don't waste too much of his time (he likes to BS), and pay cash. If I'm making a difficult purchase - breaking a set, something I need in a hurry, something he had to order or deliver - I will pay full price without question. I'm probably a $10k customer in the 3 years since I met him.

A lot of this is just social etiquette, and honestly sometimes it's the luck of finding a dealer who is aligned with your strategy. Respect that they are small business owners with a job to do, and use your judgment on their willingness to haggle, small talk, or even sell to you in the first place.

To the guy who had trouble buying while wearing a suit - maybe you should have started talking about hookers and 'good acid' to get better service