Snap-On Tools - Kenosha, Wisconsin / What kind of customer service is this?
My gripe is with Snap On Tools of Kenosha Wisconsin
Let me first say that Snap-On tools make some of the best quality tools in the business. I have been buying and using Snap-on tools for most of my life. There is no comparison to other companies when it comes to quality. Mechanics like me pay a lofty premium for Snap On tools off the truck. We pay a lot more than what Sears charges for Craftsman.
For the kind of money I spend on my tools, one might expect that the guy who sells the tools and takes my money might offer some warranty on them. Problem is that in as many years, our tool truck guy is a total jack ###! He has no problem selling us the tools but does not want to warrantee them. It’s always something about improper usage or calling damage normal wear and tear. THE TOOLS HAVE A LIFE TIME WARRANTY! What does wear and tear have to do with it! I have never abused a tool in my life and all of a sudden, if a ratchet fails, its abuse? No hammer marks, no bending, just a Snap On representative who is just too lazy to replace the tools he sold me. Its not just me either! I have spoken with many fellow mechanics who use different Snap On tool sellers and all report the same thing. Over the last year, they have started fighting everyone on tool warranty.
Add to this the fact that my tool salesman, who I owe near $10,000.00 to for tools I bought on account, does not even drive his truck to my shop any more. He simply shows up to collect the $$$$. I ask him about replacing broken tools and he says to give them up and he will bring them back next week. So I say, no problem, Ill pay you next week when I get my new tools.
I have called Snap-on SEVERAL TIMES and you know what they say? They won’t send another tool truck out because the current tool guy still owns the route that my shop is on. I ask them if I can send my broken tools back to Snap-On directly, they say it can’t be done. What kind of customer service is this?
So here’s what I did, I put my weekly payment in an escrow account at the local bank and told the Snap On guy that I wont pay any more until I start getting some service. I than went down to my local District court house and filed a claim against Snap-On tools and the driver who sold me the tools. I did this after the driver said he will put a lien on my tools and have them repossessed. I tell him that he can take them now. He says he can’t take them because they won’t fit in his Geo. I tell him that I will leave them outside for him to pick up in his truck whenever he wants, he says he no longer owns a tool truck anymore, he’s just collecting the $$$.
A week later the Matco Guy shows up and between him and the Mac tools guy, I have no problems exchanging my tools, they are prompt and courteous and their pricing is FAR better! They offer specials on, not just the junk no one wants like Snap On does, but he stuff I use every day. Now, the Matco guy is exchanging my Snap On tools for Matco tools and is having them exchanged and selling the exchanged tools on Ebay and making a hefty prophet! Now that’s what I call smart!
For my money, I will buy Matco and Mac from now on as it is very clear that they are HUNGRY FOR THE BUSINESS! Snap ON apparently feels that they don’t have to provide good customer service because they are the only show in town. Snap-On’s service is down the toilet and I say the hell with them!
Anyone out there who thinks Matco or Mac tools are not as good has never used their stuff on a regular basis. Granted, Snap-On Wrenches are tough to beat, I will hold on to those, but everything else is just as good and far cheaper. I have found that many Matco Tools are merely repopped SK tools, I won’t buy that stuff, but that’s why I buy from Mac and Matco both instead of Snap On exclusively.