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Snap-On Tools - Kenosha, Wisconsin / What kind of customer service is this?

1 United States Review updated:

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.

Regards
V. Greggs

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Comments

  • Jo
      7th of Dec, 2009
    0 Votes

    So you are trading tools you haven't paid for to a different dealer. Be very careful with that. You still owe for them whether you have a service problem or not. You could end up having to pay for them and not have them and to make it worse, you are committing a crime.

  • Pi
      3rd of Jan, 2010
    0 Votes

    I am a franchisee of Snap-On and feel/know I have been totally ripped off!! I thought I had done the research prior to purchasing the NOW NOT SO PROTECTED TERRITORY (AS IN A FRANCHISE EXCLUSIVE TERRITORY) JUST TO FIND OUT YOU CAN PURCHASE SNAP-ON BRANDED TOOLS FROM PEP BOYS, COSTCO AND OTHER STORES !!! I FEEL THIS IS A FATAL BREACH OF CONTRACT WITH DEALERS LIKE MY SELF AND CAN ONLY HOPE TO GET OUT WITH MY SHIRT AND A GIANT CLASS ACTION LAWSUIT. THE PROBLEM WITH THIS JUST LIKE ANY OTHER CLASS ACTION SUIT IS PEOPLE ARE AFRAID TO PARTICIPATE. I WILL BE THE FLAG BEARER AND START THIS IF I CAN GET ENOUGH DEALERS TO PARTICIPATE AS WE WORK OUR A**ESS OFF AND ARE NOW GETTING SQUEEZED OUT SO SNAP-ON CAN TAKE OUR "EXCLUSIVITY AWAY" WELL AS AN AMERICAN VETERAN I SAY NO!!! COME CLEAN PAY UP AND DO THE PROPER THING AND ALSO PAY FOR YOUR ERRANT WAYS TO HARD WORKING FOLKS JUST TRYING TO MAKE A LIVING BUT NOT IN THE SNAP-ON FRAUDULENT MANNER!!!

  • Jd
      24th of Sep, 2010
    0 Votes

    Where to start.

    Tools DO have an expected life. Worn out is worn out, you cannot expect a tool to last forever. You wear out a socket, buy a new one.

    Matco is not re-popped SK. It's made in the same plant as craftsman, by a danaher cooperative.

    Dealers go out of business, not only because they can't manage their money and routes, but because of customers who abuse the system

  • Sn
      10th of Nov, 2010
    0 Votes

    Let me tell you something about snap on jdizzle! the honest franchisee who replaces the tool as advertised, is a stand up guy and will not make any money because snap on wont let him! dont tell me anything about customer abuse guy! We work in the worst conditions sometimes wrenching, and its an insult to imply we, as the paying customer are abusing the system snap on made, wich i will remind you is! LIFETIME WARRANTY! The premium we pay for these tools, and you have the nerve to say customer abuse! I have over 45 thousand dollars in my tool chest, and i will be damned if i spend another red cent on snap on tools because of the garbage service! PERIOD! I live in The syracuse, NY area and the snap on guys are dropping like flys here! IHAVE ON WORD FOR YOU, AMWAY!

  • Wo
      30th of Mar, 2011
    +1 Votes

    Our current Snap on salesman doesn't even own his route. He is just an employee working and driving the truck for another guy who owns several routes. Now nothing I try to warranty can be returned because the "truck driver" can't get tools from the Snap On warehouse because the owner of the multiple routes is behind on his tool bill. Snap on Service is what you pay for when you spend big bucks on a wrench or socket set. I've called Snap on corporate and they promise to take care of it, but so far no help, even from the district manager.

  • Ea
      27th of Apr, 2011
    0 Votes

    I understand both sides of the 'coin' as I am an ex-dealer (not snap-on, but a close competitor). I was a franchise/route owner that actually did well...til the economy took a ###. The auto industry suffered greatly and directly affected the professional mobile tool dealer. I saw the good, where tools moved, boxes sold tool bills were easily made, truck payment was no problem, techs/shop owners were thriving and paying bills on time.
    I then saw the bad..sales were down..guys were buying crap tools online and trying to warranty them through me..their hours were cut..guys started prioritizing what bills they were going to pay..shops closed or guys got out..etc
    The tool dealers got beat up bad, it it doesnt surprised me to hear snap-on in my area is suffering badly. Lack of customer service just comes with the territory, as these guys are trying to sell some very hefty price tagged tools/equipment in an economy like this.
    from my understanding, Snap-On only allows their dealers to return a certain percentage of their monthly sales to warranty items. This can get tricky.
    Also, knew an area snap-on dealer that was taking people's tool box payments (through snap-on credit) and paying his tool bill and not applying the money to the box. Keep all your receipts. It's a double edged sword..if sales drop, you have to be able to make your business expenses and keep the truck stocked, etc..or do you take the money and mail it off?
    Tough situation and sadly..with the state of things, i would avoid big ticket items off the mobile dealers, as most (not unlike myself) are not enjoying the benefits of a self satisfying, profitable business anymore. I went out a bit ago and not a moment too soon. Snap On allows the dealers to set their own profit margins, which encourages greed and in the end, out of business

  • Ea
      27th of Apr, 2011
    0 Votes

    The warranty issue for the company I worked for was simple..had to be 'hard line' for full replacement (which I would receive credit for) and non-abuse. I would always take rounded/cracked steel sockets/wrenchs, etc..no problem, but it ties the dealers money up. As you order the replacement, it's added to your tool bill (full dealer cost), and the broken/warranteed tool wasnt necessarily ordered right away, because you had to keep your priority orders/monthly specials/special orders in line. you would ship all your 'broken tools' together in box about every 2 months/shipped at dealer cost, so you can see the dealer's money is not recouped right away. If the dealer is late with tool bill, my company (may differ w/ each company) they shut you off.

  • Sn
      16th of Jun, 2011
    0 Votes

    I agree their service SUCKS, , havn't had a tool rep in 6 + years . .When I started many years ago . The dealer said oh, sears is cheaper ...but I show up at your door .. well no more .. And snap on doesn't care .. True, , , I am now buying Matco tools, , something I said I would NEVER do..! . .
    But he shows up + is actually a good guy ..snap on sucks, , , I hope they are reading these threads, , but I'm sure they don't care

  • Sn
      16th of Jun, 2011
    +1 Votes

    SNAP ON SUCKS ~!

  • Jm
      29th of Aug, 2011
    +1 Votes

    I have worked on all types of cars since 1976 after graduating from High School. The local Snap On Tool dealer brought in a socket set and put on the tab so to speak. I praised and defended all who said anything against these tools. For about 30 years I bought nothing but Snap On and stayed faithful even knowing that they where twice the cost of any other tool. Long story short I have opened a all repair shop Motorcycles Cars and trucks and even small engine repair. Yet the local dealer will not stop !!! Well Mac or whoever does stop gets my money I even drive to Sears or Lowes. Amazing enough the price is great and the tools are exellent in qaulity. I think Snap On should rebuild or QUIT !!! Good buy Snap On bill.

  • An
      26th of Dec, 2011
    0 Votes

    CHECKOUT UNHAPPY FRANCHISEE.COM FOR COMPLAINTS AGAINST MATCO.

  • An
      26th of Dec, 2011
    0 Votes

    COMPLAINTS AGAINST MATCO ARE GOING TO INCREASE AND BE HEARD.

  • To
      10th of Nov, 2012
    0 Votes

    Snap on is a scam they mark up 33-45% what they buy from their districts. stay away mac and matco too harbor frieght has a zero hassle return policy and 1/2 the price

  • Th
      17th of Jul, 2013
    0 Votes

    I have worked as a heavy equipment mechanic for over twenty years. I think the skilled technician can make quality repairs with any brand name of tools. I agree that snap on handtools have a certain ergonomic " feel" to them. Besides from feel of the tools (Snap On) equipment malfunctions do not need certain brand names to be repaired. My chest is filled with a mixture of brands and all my repairs get done right and on time.

  • Li
      5th of Sep, 2014
    +1 Votes

    SNAP ON TOOLS ARE NOT THE BEST .. THEY BREAK, LIKE ALL TOOLS. SNAP ON USED TO REPLACE THE TOOLS. THATS WHY PEOPLE WOULD PAY SOOOOO MUCH MORE THAN THEY WERE WORTH.. SNAP ON IS FULL OF ### NOW ADAYS FULL OF THEIVING LYING FRANCHISEES WHO ALSO ARE GETTING THE SHAFT... NICE ! DON'T WORRY THOUGH OBAMMY IS GONNA FIX IT ! HAHAHAHAHAHAHAHAHAHAHAHHAHAHAHAHAHAHAHA ! BUNCH OF CROOKS !!

  • Wi
      19th of Oct, 2015
    0 Votes

    Snap On as a company is what's wrong with America today. Bunch of greedy lowlife ### that don't give damn about you or the quality of the tools they rip you off for. This company thinks all the hard working, well trained, intelligent technicians out there are uneducated grease monkeys. This is a terrible company to spend your hard earned money with. We all need to boycott Snap On. Help put these ### out of business.

  • Wa
      3rd of Feb, 2016
    -1 Votes

    Just ran into the same problem myself. My "dealer" stopped at my shop once on his own over the course of about 3 years. Every time I have needed something I have had to call a track him down otherwise. This is NOT the service that got me to invest as heavily as I have in Snap-on tools over the years.
    I have a Snap-on ratchet that keeps falling apart and finally the screws holding the backing plate on broke off from having to be retightend constantly. I have been told buy another Snap-on dealer that this ratchet has been redesigned because of this issue. So I have a "Lifetime Warranty" tool that is defective by design and can't get anyone to warranty it. I have called my "dealer" and he still doesn't stop. The other dealer who I spoke to said he would help me but didn't call me back like he said he would. I have called Snap-on "Customer Service" and got the big corporate run around. Transferred 3 times and told that they would have to get the permission of the dealer who has chosen not to service me before they could do an exchange via mail.
    I guess Snap-on figures they have gotten to big to fail, and can now S$8*T on all the people who have gotten them to were they are. Sad.

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