Snap On Tools

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The making of a Missionary
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TEXAS -- You know, there are many types of “missionary’s”. We all think of the religious kind but I find many more “missionary’s” in a different kind of “mission field”. The term missionary indicates to most of us a DEEPLY held belief. I can assure you the religions of the world don’t hold the market on DEEPLY held beliefs. I have met a lot of “missionary salesman” in my life. These guys come across not only as a salesman representing a product; but rather as a person who represents THE product. You quickly get the impression this guy could not and WOULD not sell any other product! His zeal might turn you off, but he will make you think about something you probably wouldn’t have if he hadn’t come along. HE is a TRUE BELIEVER and it comes through when he speaks to you; “a missionary”.

Snap On Tools have made me a missionary. Unlike the guy I describe above, I have made it my MISSION to insure as many people as possible come to know that Snap-On WRONGED me. I am just a regular guy, you deal with guys like me all the time. He don’t spend a lot and he might complain about prices but he pays his bills and aside from ribbing you about having the highest prices around he could be a friend. Not particularly smart, but no dummy either. Just your average customer. You might be asking yourself how in the world Snap-On could turn such a man into a MISSIONARY against them. Well here is the letter I sent Snap-On after the event:

Dear Snap-On,
I just wanted to write you a quick note to let you know how disappointed I am with you.
My Name is XXXXX XXXXXX and I am a maintenance man.
Less than one year ago I bought a “heavy duty” roll cart from XXX XXXXXXX (your dealer in the Texas area). A few weeks ago I noticed two of the castors were not sitting straight. I inspected and found that the frame on one end of the cart was bent. As I explained to XXX, I am not a “typical” mechanic that you service. I am a maintenance man that services kitchen and refrigeration equipment in a large hotel and convention center. As a result I push this cart many miles a week. I knew last year when I bought (paid cash) the cart I needed a “Heavy Duty” cart. I looked at a number of roll carts and after talking with my brother who is a long time auto mechanic, I decided to pay the extra money and buy the one off the Snap On truck. It served me well for 9 months or so. When I did see damage to the frame I was sure XXX (Snap-On) would honor their long time claim to make it right.
I have just got off the phone with XXX and he told me Snap-On would not provide me a replacement part I needed. (I only wanted the damaged PART, there is nothing wrong with the box).
Let me just say, it goes without saying I will never buy a tool off XXX'S truck again. I am sure that will not send him into bankrupsy because I have only spent around $1000 in the last year. But I am calling my brother tonight (my brother on the other hand has tens of thousands of dollars worth of Snap-On tools) and will tell him the story and encourage him to BEWARE of the claims Snap-On makes regarding “making it right” if you do have a problem. As you might guess, I know quite a number of folks that use Snap-On tools (in fact my older brother teaches Shop at a High School). I will make EVERY effort to make sure I can inform as many people as possible of this sorry situation. I don’t know how much it would have cost for Snap-On to replace the part and honor there word but I willing to bet it is going to cost them a GREAT deal more than the part would have. I am also a member of several forums on the internet and will make every effort to keep those folks informed as well.

Yall have a good day, I have had a bad one so far but there is always tomorrow

As you can see I was HOT when I wrote that note to Snap-On. Let me tell you how I got that way in a little more detail.

NUMBER ONE: I was lied to by my dealer!!
We have all been lied to and I don’t have to tell you how that feels, but it all depends on WHO is lying to you and what kind of credibility they have in your mind as to how it effects you. When I bought this box I felt Snap-On was as HONEST of a company as I would ever likely deal with. I gave them MAXIMUM credibility. I recommended them to my friends, and that is the maximum credibility you can give to a company, person or organization.

NUMBER TWO: My Dealer did not “service” my problem
From the beginning till the bitter end, my dealer never called ME one time. Each time I had to call HIM. He showed me in no uncertain terms he had no concern for my problem. He did not show me he was aggressively seeking a solution to my problem. A man much smarter than I will ever be told me something years ago that I have never forgot; “when our customers have a PROBLEM is our best opportunity to SHINE” . If you are more attentive to the problem than you are to the sale, it will leave a impression that your product can not possibly deliver. If you sell the finest widget ever made and the product is PERFECT it still will not get the rave reviews of a person who has gone above and beyond the call of duty to service ME the customer. You only have my word on this but I will tell you that if I had felt my dealer had gone to bat for me in a aggressive way, I would not have been happy with the end result, but I would have still sported the dealer (bought off his truck). I would have lost some respect for Snap-On but I would have had even highr respect for MY dealer. As it stands now, there is NOTHING Snap-On or my dealer can do to regain my trust. I am now a problem you CAN NOT FIX. The opportunity to do the right thing has passed and for as long as I live I will speak ill of Snap-On. You see, I know the REAL reason Snap-On didn’t just send me a part for my box. And you can bet I will tell the story to other “regular guys” like me. Some will just srug it off but you can bet it will carry some weight with quite a few folks. You see, Snap-On is not the only one with a “reputation”, I have one to. And to the degree my reputation is one of honesty will be the degree my story will impact others I tell.
I wrote this message in hopes that other Honest Snap-On dealers will read it and possibly learn from it. If you met me on the street you would think I was just your normal guy, You would never think I was a real live MISSIONARY (until I got to talking to you).
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User Replies:
Slimjim on 04/25/2008:
Does this letter even say anywhere what the real reason you know they didn't send the part was? I'm sorry, but this is waaay too long and filled with interjections, irrelevances and doesn't seem to really stay focused on the problem and desired resolution. I've seen other(s) write complaints like this here and they come off like wannabe speech writers. IMHO, complaint letters should stick to the problem, root cause, and desired outcome to close satisfactory. At least yours is better written and with more validity than some of the other recent ones posted here.
askmeaboutsnapon on 04/26/2008:
I don't know if you know how Snap-On tools works. The tools are some of the most expensive you can buy. Snap-On sells dealerships to folks that take a truck around to different shops and sells the tools off the truck. A lot of the tools are sold on credit. Snap-On makes a BIG DEAL about how if anything goes wrong with the tool it will replace it!! That and credit is the only reason people buy the tools. Well, I do believe it IS a high quality tool, but most regular people could never afford such quailty if not for the credit.
I am rambling again--LOL. The box is FIXED; I bought some metal and fixed it myself after my dealer said he could not get parts for this particular box. Thas like making a car and not supplying parts!! This was intended to inform Snap-On and others that Snap-On is NOT keeping there word, and without the "Make It Right" promise, Snap-On is just a very expensive tool.
I am sorry I got so long winded, but I am still verry upset about this (and will continue to be).
Anonymous on 04/26/2008:
Askmeaboutsnapon, maybe you should have gone over this dealers head much sooner?

Slim, I cast a gaze around my kitchen looking for something of interest to me but of little interest to others to join the ranks of the wannabe speech writers. Hark! I see it, a Braun Coffee Grinder! Could a boring uninformative review be far behind?
DigitalCommando on 04/26/2008:
99% of the people who buy snap-on products are auto mechanics. They "park" their cart in the service bay they use, and it basically sits there until they quit/get fired or move to another job. The duty rating of the wheels were designed for this scenario. They apparently were not designed for a person who intends to drag it around for 8 hours a day. Good for you on figuring out how to overcome the problem yourself.
askmeaboutsnapon on 04/26/2008:
You are right! I should have contacted Snap-On on there web site (I finally did, but after my Dealer would live up to his word). In any case I am sure I would have had a different result. However, you have to see these guys every week when they come by the shop. I wanted hime to live up to what he told me when I bought the box; "this has the Snap-On garentee, if there is ever a problem, Snap-On will make it right". Oh well, live and learn.
psoon on 11/28/2008:
I feel and share your pain Askmeaboutsnapon,
I myself am an aviation mechanic for over 40yrs and using mainly Snap-on tools to get the job done.
My experience with four different dealers over the years have varied from the exemplary to the despicable. If it was at all possible I would have stuck with the exemplary dealer and gave him all my business, but as you've pointed out the red Snap-on truck comes to your place of work and if the dealer that serves your area is a schmuk then your experience is going to be a nightmare and that happens to be the case with my current Snap-on dealer. Unfortunately, Snap-on, the corporation is too successful in the business of manufacturing and supplying professional tools to the industries and govt agencies to make the time to listen to our little problems. For the last decade or so I've added tools to my collection from various manufacturers and finding that the difference is not that great especially when you take into consideration the price difference and that they too guarantee and stand by their products.
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Beware of SnapOn Tool Company
Posted by on
TEXAS -- On August of 2004, we purchased a tool box for my husbands work needs. Contract clearly states weekly amounts and total payment payoff of 140 payments. The contract dealer has twice now told us we had to make larger payments and we noticed that many of our payments were not showing up on the read out we requested from the SnapOn tool headquarters. Now, we have made 168 payments and they are claiming we still owe another 8 payments. I have argued and questioned several times to the accounting department at Snapon Tools located in I'll. and have gotten now where. We also asked several other people about their dealings with SnapOn Tools and we are hearing the same problems we are having. Someone is most defently pocking our payments! Yet when we try to resolve the problem we hear the same excuses that make absolutely NO sense what so ever and the same or we will retrieve the tool box. I am currently reporting to the BBB, Consumer Protection, and the Attorney General in BOTH states. If anyone is dealing with SnapOn Tools, I highly suggest you look at all your reciets and gather up all your cancelled checks. You too may be getting RIPPED OFF. I also suggest you talk to a good lawyer!
Thanks and good luck.
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Hugh_Jorgen on 02/18/2007:
If you have every receipt then you should be able to make an argument to their corporate office. Since the payments are made directly to the truck driver/owner and often in cash, there sure is a lot of opportunity for strange dealings. But if you have 140+ signed receipts, how can they argue that you still owe more?
Anonymous on 02/18/2007:
Exactly, Hugh. You were crazy to make payment 141, much less 168. Didn't you pay with a check?
Anonymous on 02/19/2007:
Don't you get a monthly statement?
grannybare on 02/19/2007:
We do not get billing statements, husband was paying the dealer on truck until I discovered something was going very wrong here and I called the SnapOn Tool company in I'll. and told them I would be sending payments directly to the company. I had not been able to keep up with this because over the lat 18 months my dad was critical ill, in and out of hospitals and I was having to travel to be with him. It was in late August of last year that I got a letter from the company stating I had not made a payment for April of 2006, I told them I not only had a reciet, also had the cancelled check, they Requested that I SEND them copies! I was also told, that since my husband had a truck account it was customary for the dealer to take money from the tool box payment and apply it to the truck account, I informed them, husband makes the weekly truck payments and if the dealer is Using my tool box payment then he is pocketing money. Nothing was said on their end of the phone. Needless to say, I am demanding the return of my overpayment. We have talked to several other people with the same thing going on with their SnapOn tool accounts. I will patiently wait to hear from the Attorney General.
Snap-on Credit on 02/26/2007:
My name is Jim Meier and I am the Director of Field Operations for Snap-on Credit. I would like to help you; however, more information is needed to proceed. Please call me at 877-740-1899, or respond via e-mail to
KRtrannyman on 06/24/2011:
I have found that the lifetime warranty is worthless because the man we bought from David Greene in Prattville, Alabama refuses to deal with the warranty, he is a CROOK! DAVID GREENE is an out and out snap on crook! We paid off every dime we owed the man and he refuses to warranty tools that are breaking like crazy. BEWARE SNAP ON!
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