What's up with Snap-on Customer Service?

[Biomed]

On February 10th I placed a Snap-on Internet order for five items which included a SSDMR4B ratcheting screwdriver. Several days later the UPS man delivers the order. Upon further inspection I find the ratcheting screwdriver has only four bits, not five as listed in the printed catalog, the SO Web site and even on the SSDMR4B box.

On February 15th I phone SO Customer Service hoping they will just send out the missing $2.15 bit. A week later (2/22) I have not received the missing bit so I phone SO Customer Service again, they have no record of my first call, and again offer to send out the missing bit. Six days later (2/28) I still have not received the bit so I phone them again. The nice lady apologizes, says they are starting an investigation and she will get back to me later in the day. She never calls. Today (2/29) I phone SO Customer Service again. The gentleman informs me the investigation is not complete and they will not send the missing bit until it is determined why the replacement bit was not shipped out on 2/22.

I have only been a Snap-on customer less than one year. Here on GJ I read the praises of SO tools and customer service. I don't mind paying top $$ for quality product and customer service but seriously... why would they quibble over a $2.15 bit? I've got other bits. I can afford $2.15 to order a replacement but it is just the principle. Is this what I can expect from Snap-on or is this just an anomaly? Guess this is one reason to buy off the truck.

On a more positive note, I recently purchased an SK 94549 Standard & Deep Fractional/Metric socket set and SK 19733 hex bit set. The hex bit set had one bit socket that was stamped crooked so you couldn't read the 3/8" marking. One phone call to SK got me a replacement. That SK SuperKrome sure is pretty.

 

[tk2014]

I have had nothing but excellent experiences with SO customer service. In fact that is why I only buy SO now. Give them some time, they will make it right. Sorry for your troubles.

 

[G1GRANDEUR]

I understand you shouldn't be waiting that long, but they did tried to send out the missing item soon as possible, but some how shipping department made a mistake or whoever was taking your order.

I wouldn't say this is bad customer service though.

 

[briggsguy17]

I don't mind paying top $$ for quality product and customer service but seriously... why would they quibble over a $2.15 bit? I've got other bits. I can afford $2.15 to order a replacement but it is just the principle.

Yes, why would they quibble over a $2.15 bit? Maybe the same reason you are??

 

[metalhead212121]

definitely not the norm. Not to rub salt in the wound but next time you call start getting peoples direct phone #'s, extension #'s, or their first name last initial. Anything that limits the company from giving you the run around helps. I've got a lot of credit cards (don't ask why). Every now and again I need to call them to dispute something. Whenever I call I write down the day and time I called and the name of the person I spoke to JUST IN CASE my issue isn't resolved. I'm very respectful, polite and ask them how THEIR day is going just to make them feel at ease. Ive dealt with customers for too many years. A lot of times I feel like Im going to war. My success rate at getting any problems resolved the first time around is very high. Good luck and keep us posted.

 

[GoBlue]

In my experience they have the best customer service in the industry.

 

[RKA]

I've had to call them for the first time last week. They exceeded my expectations in following up on the issue with my order and promptly got things squared away. Honestly, I was impressed, and it was only a $30 order. I was not impressed with their IT staff...somehow the internet order was sitting in an unprocessed holding tank for 5 days and nobody knew?! The CS rep seemed to have heard of this before, so presumably the IT staff knows about the issue and yet it continues without someone being the least bit proactive?

I would ask to speak with a manager there and explain the sequence of events and the time and frustration in following up on a $2 item. Ask them if this makes any sense to them from a customer service point of view and ask them how they want to proceed. I'm sure they'll square it away, just need to get someone on the phone that understands an internal investigation into why something didn't ship should take a back seat right now.

 

[G_P]

I emailed them about a broken deadblow hammer. On monday the CS rep told me that a new hammer would be mailed out to me and to dispose of the old one when the new arrives.

I emailed her back saying thanks monday night.

Today a completely different rep replied to my thank you email saying that the claim has been sent to the warranty dept to be processed to get me a new hammer! I replied telling them that as far as I knew the replacement was already processed and in the mail.

Looks like they need to keep better track of their warranty claims as it appears I will be getting 2 new hammers in the mail. If the second one shows up I'll email them and tell them. If they send me a prepaid shipping label I'll send the extra hammer back.

One other thing.....Snap On sent me an order number for the replacement hammer. Is there any way to check on the orders status? I signed up for an account at Snapon.com but under my accout it says I have no pending orders?