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Best warranty service report

Started by Uncle Buck, Jul 16, 2025, 08:38 PM

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Uncle Buck

Only two tool manufacturers in my years of experience messing around with old hand tools delivered warranty service above and beyond my expectations. Both companies did this on several occasions. The first SK is now gone as we all know. The second company, PROTO is still going strong. Recently, I emailed PROTO requesting a parts quote for all the parts except for the handle/body of a 6" black industrial finish adjustable wrench (Crescent type) I was just seeing what it would cost, I seriously doubted I would spend what the quoted cost was to put the wrench back in action. Especially since I really did not need it anyway.

PROTO replied that they did not sell the parts I needed, apologized for any inconvenience, then told me to supply my name, shipping address and phone number and a replacement would be on its way! No need to send back my old wrench.

This was exactly the kind of warranty service I got from both SK and PROTO years ago in unrelated warranty experiences. No other warranty experiences I had with any tool brands, including both Craftman and Snap-on equalled the exceptional service of either of these companies.

I just wanted to share this with my fellow tool fiends here as an FYI.
Better hold onto something boys cause i'm fixin ta stand on it!

bmwrd0

I used to have great luck with SK, like you say. Never need to warranty anything else, with the exception of a Grace tools gunsmith driver. They have no problem warrantying it, you just need to pay shipping.

I was a little bit miffed when I went to get new slides for a Snap-on box I bought used. I don't have a problem paying for it, but they wanted serial number and other information so I got off the phone quickly. I know it is to possibly track a stolen box, but it did not make me happy or comfortable. Especially not for a 30 year old box.

1965 Comet Caliente

Quote from: bmwrd0 on Jul 17, 2025, 05:05 AMI was a little bit miffed when I went to get new slides for a Snap-on box I bought used. I don't have a problem paying for it, but they wanted serial number and other information so I got off the phone quickly. I know it is to possibly track a stolen box, but it did not make me happy or comfortable. Especially not for a 30 year old box.

I'm surprised they asked you for all that stuff.  I've warranted slides from Snap On several times and they usually don't ask any questions other than what model the box is.
Ran when parked

j.a.f.e.

I have always had great customer service from Snap on. 

I have also gotten great service from MAC the one time I called them.

Not that it matters any longer the place I always had dicey experiences was Sears. Most of the issues I had they refused to resolve. The root I think was poor training and employees deciding on their own.
Words my mother told me: Never trust anyone in a better mood than you are.

If everyone is thinking alike, then somebody isn't thinking - General George S. Patton

goodfellow

Quote from: j.a.f.e. on Jul 17, 2025, 09:15 PMI have always had great customer service from Snap on.

I have also gotten great service from MAC the one time I called them.

Not that it matters any longer the place I always had dicey experiences was Sears. Most of the issues I had they refused to resolve. The root I think was poor training and employees deciding on their own.

I lived in the DC area back in the day and worked at two different independent shops. The two local SO franchise owners really did their best to screw me over regarding warranty replacements and special orders. Even corporate HQ was on my side when I elevated my complaints to them. Those experiences have stayed with for my entire life and I won't buy from an SO truck.

MAC on the other hand was always there and ready to help. One driver even took my broken SK and Sears Craftsman tools and did the legwork for me in getting replacements from those brands. Amazing customer service, and he got all my business.

Sears in their later years was a mess. Many tool department guys were shady and gave you a cheaper or rebuilt item instead of a new Craftsman tool. The replacements were usually the cheaper Craftsman Evolv tools and although they looked nice and shiny, they were the bargain import brand. Most customers didn't know the difference and thought that the shiny Evolv tool was better than the ugly US made Craftsman.

Unless you were a "tool-guy", many of these practices were never discovered.

Also, I'm quite sure that a lot of the warranty return Craftsman tools walked right out the back door with the sales guys who then re-warrantied the tools for themselves and sold them as a side hustle. Sears warranty returns became a joke during the late 2000's, and Sears could never get a handle on stopping the abuse; both from customers and employees.
Somebody hold my beer.....

Uncle Buck

Snap-on warranty was hit and miss. Decades ago CRAFTSMAN was bulletproof for me, not so much in their last years. Proto & SK topped them all the few times I ever needed help.

Honestly,  in some ways Snap-on was worse than Craftsman for me twenty years or so back.
Better hold onto something boys cause i'm fixin ta stand on it!

Highland512

Wright is pain free as well. I had 1/4 ratchet in a 3/8 body that deleted the drive one day while tighting an oil pan down. They no longer made the ratchet or rebuild kit, I was given a long handle 1/4 ratchet in return. I was happy.