Snap-on VS MAC VS Matco - Online Warranty - Shocking Results!
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- Опубліковано 5 лют 2020
- Being frugal I often find myself taking the extra time to warranty items. I have found many companies have excellent warranty programs in place and often items have a lifetime warranty. I contacted 3 of the main professional tool vendors (Snap-on, MAC and Matco) and requested the replacement warranties. The results are shocking to me! I know the preferred method for tool replacement for many of these professional mechanic brands are by use of a local tool truck. Unfortunately I am not a mechanic and I don't have a weekly visit from a local representative. Fortunately all of these companies have an alternative means to obtain warranty repairs or replacements. I show how I used each companies' online warranty system to obtain a resolution for my broken tools.
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Snap-on (www.snapon.com/Terms-and-Cond...)
To obtain warranty service, return products to a Snap-on franchisee or representative.
For customers not serviced by a Snap-on franchisee or representative, contact the Snap-on Customer Care Center via telephone at 1-877-762-7664 or e-mail ncccsupport@snapon.com. The following information will be required with the customer’s warranty request: (1) date and proof of purchase, (2) where customer purchased the product, (3) full name, (4) shipping address, (5) phone number, (6) e-mail address, (7) item number(s) or approximate weight of return package. Warranty requests that do not include all of the required information will not be processed. Once the warranty request is validated, the customer will be provided an RGA number and sent a shipping label either electronically thru e-mail or thru the U.S. mail, and must ship the product to Snap-on. Upon receipt of the product, the warranty claim will be reviewed and the product will be inspected. If the warranty request is found to be valid, the product will be repaired and returned to the customer or a replacement product or refund will be shipped to the customer. If the warranty claims is found to be invalid, the original product will be returned to the customer. By repairing or replacing a Product, or providing a refund, Snap-on does not waive a claim that a Product nevertheless has been subject to abnormal use. You can obtain further information regarding the professional use of Products warranty by writing: Snap-on Tools Company LLC, Professional Use Warranty Information Center, 2801 - 80th Street, Kenosha, Wisconsin 53143. This address cannot be used to obtain warranty service. Any product mailed to this address will be returned.
MAC Tools (www.mactools.com/en-us/custom...)
Send your warranty items to:
Consumer Warranty Returns
Mac Tools
4380 Old Roberts Road
Columbus, Ohio 43228
Items will be evaluated and those accepted under Mac Tools Warranty will be replaced. 2-3 weeks for processing and replacement.
Returns should include:
A list of the tools that you are returning. (Use item numbers or a description of the tool.)
Your Name, Address, and Phone Number. (Items cannot be returned to a PO Box, include a physical address.)
**Please keep your tracking number for future reference and insuring your package in the event of damage or theft.
Matco (www.matcotools.com/commercial...)
Use Online Portal
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#snapon #mactools #matco #toolwarranty
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All I can say is bad timing and wrong tool. I am a Matco Distributor. Unfortunately the tool you sent in is no longer available. It is an older model that was not very popular so it was discontinued a long time ago. The only solutions are giving you credit towards a different tool of your choice or if you could find a distributor he can give you a new wrench of equal value of your choice. I actually replaced a guys entire set for hit with a whole new set of equal value.
Secondly just really bad timing. At the time you sent in your tool Matco was going through a change in the warranty department. All warranty claims used to be processed at the DC in Tennessee. In December they transferred their warranty claims department to their head quarters in Stow Ohio. Even distributors warranty claims were backlogged for 4-6 weeks. They are currently getting caught up. We get regular emails on the situation and the backlog is getting better.
I would retry this test with a currently available tool and after the new matco warranty department gets settled in.
Additionally snap on just sent you new ones because your set was an older set and they did not have the replacement tips for the anymore so there was no sense in sending in the tool.
My suggestion is send in a similar tool with each company and see what happens. The warranty process for each type of tool is slightly different.
Wow! This is great information. 👍 Thanks for sharing. I actually have a Matco ratchet BFR12LFT that the chrome plating is failing. Would that be a better tool for comparison of an average warranty return experience?
@@ThriftyGarage looks like it takes a Matco rep a month to reply just like the online service lol.
@@michaelclabaugh9634 I bet 3 months (just like it took to get his paper that he's -$10 into) and we are at 1 month week 2+
@@ThomasShue 4 months lol
I always hear problems when trying to return to Matco. I could literally cut my ratchet in half and the snap on truck would give me a new one without question.
I prefer Snap-on because I’ve always been treated well when it comes time to warranty a tool.
I literally gave away all of my Matco tools because the rep asked me for a receipt on tools I had purchased in the eighties. Did this to me twice.
Thanks for sharing. I've heard the same thing from may people with Snap-on tools (They are now requiring receipts). Although, as shown here my warranty experience with Snap-on was phenomenal. So I have nothing to complain about personally.
I’ve been a professional mechanic for 30 years. I’ve never had an issue with Matco, SnapOn, or MAC. I bust it & they immediately replace it. They’re not about to loose a great customer over a broken tool.
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Good info. I love Mac tools, I love the design of their sockets. They are easy to read and look great.
Pretty much what I expected. Thanks for sharing your time and experience
This is some good info. Warranty is so important when it comes to items you make money with.
Glad to hear Mac took care of you as I'm considering getting their complete ratcheting wrench set and I want something that the company stands behind. As far as Matco, it seems they had the simplest resolution as they did was email/mail you a certificate which they could have done from the moment you submitted your claim.
Thank you for the honest review!
Always!
To me Snapon is amazing, they sent me the wrong replacement several times and they let me keep the mis picked tools. Call Snap-on and press 5 and they take care of business.
Thanks for this video. I'm a student researching which tool company to go with and your real world comparison has been very informative.
A wise friend and mentor to me (also a Matco Dealer) told me to buy Craftsman (or the like). Probably some of the best advise I was given. I never ended up working full time in an automotive shop. Student discounts on tool brands were very incentivizing. I was even told student pricing was better than what dealers paid. But working mostly as homeowner DIY I could hardly afford to justify professional tool prices. I still work on most of my own vehicles and equipment. I have a handful of professional tools (mostly inherited) but the gearwrenches and icon have done just fine for me. May you have success in your future whatever your path!
@@ThriftyGarage hey man as a diesel technician who just started working these November I just took the step to purchase my tools and went with snap on on there SEP program I paid 7k for a 55” classic tool box with power drawr and spee drawer with 3 long drawers and 2 sets of tools which are list price of 17k I believe it was a good idea since I was paying so little for basically all the tools to fill the tool box except for electrical tools I was given a free 1/2 air gun and the fact that they will warranty anything no questions asked in the tool truck is a plus buying ones and crying ones is a lot better than buying many and crying many times 🤷🏽♂️
Wow! That was a good review! I think that Snap On has the best policy, you keep your tools so you at least have something to use. In the case of your breaker bar, it wasn't doing you any good how it was, and that was disappointing for the Matco tool. As you said, the best way is the tool truck, but I don't have any access to a tool truck either. Definitely something to keep in mind for the future!
I've never been told to keep them they always send a shipping label and have to return broken tool
I think it is case specific. I'm working on another warranty video to give Matco a second chance. Spoiler alert! Snap-on required me to send in the items this go around. They did provide a shipping label though, so this was at no cost to me.
@@ThriftyGarage yeah I tried again with broken prybar and they sent one out without returning the old prybar I guess it wouldnt be cost effective to pay to ship a 36" broken prybar si they just sent a new one. I cant wait for the next video I have a feeling matco will fail again and mac will be the same as as before and Snap on 1st again my predictions.
When a snapon dealer asks where you bought it or for receipts they are tryin to get out of doing warranty and get you to pay for a new tool. As a snapon deaer i found doing a guy's warranty was one of the best ways to get and retain a customer. Snapon tools are warrantied for life for the original purchaser. This clause is usually only used when something is so old even your grandfather was too young to have purchased it and its no longer available.
The best tool guys are the ones that make the warranty process easier. I know it’s extra work with likely no extra compensation. But like you say, you make it up on the back end with a happy and loyal customer!
i don't buy too much snapon because the truck comes on my day off, and unfortunately i don't have a matco truck at all, but my experience with mac has been great so far. i bought a 1/4" long handle flex head ratchet that started skipping just a few days after i got it, and my dealer ordered me a brand new one, didn't even bother with trying to repair it, because me and him bother knew it was a defective tool straight from the factory. for what its worth, it was a fantastic ratchet for the day or two it wasn't skipping, and i cant wait to get my replacement this week.
Glad to hear of your positive experience!
Great video👍🔧 i know the Snap On have replaceable shanks.
Interesting, I don't think these ones did but I have heard some of the newer ones are. Makes since for warranty replacement.
That’s crazy cause I had a broken torque wrench from matco and it took longer to get it to them than it did to get a replacement from them. A week and a half it took. Which isn’t bad seeing how it was sent across the country
I have had similar experiences.
I don't buy anything from Matco for this exact reason. I had a bad experience with them on a swivel impact socket.
It sounds like a lot of Red Tape from these guys! Good Video ;-)
It really wasn't too bad. Obviously there is room for improvement, especially from Matco.
If only there was some way of knowing when a tool would break and the replacement warranty tool showed up before it was needed, now that is PERFECTION!
@@ThriftyGarage There is a way to theoretically do that, but it would probably not be very practical. Supposedly, the upcoming "Internet of Things" will allow almost everything you own to be connected to the internet. So if you had a tool that had built-in breakage or wear sensors that was connected to the internet, it could report in to the manufacturer regarding its condition. If the system worked, you would get an email from the manufacturer stating "Your torque wrench told us that it's about to break so we're sending you a new one".
It's a bit creepy when you think about it.
@@LG123ABC . Is this a joke? The more gadgets you add to products the more expensive they get and the more likely they are to break. This is in complete conflict with the idea of lowering consumer cost and making durable products. A simpler option is for more companies to operate like Snap On.
Thank you for posting this video. Did you buy these tools directly from the vendors' on-line website, or through a third party vendor, eg Amazon? Also, did any of the tool companies request proof of purchase/original ownership?
As I mentioned in the video, both the Snap-on and MAC Tools were gifted to me. Snap-on inquired as to where the tools were purchase and I replied that they "were a gift from a friend." MAC didn't inquire and simply sent a replacement tool. I purchased the Matco set new from their website with a 50% off student discount back in 2010. They never asked for proof either. But Matco's online portal tracks what purchases you have made with them. Although I had to create a new account because my old one was either expired or I could no longer remember the login information. So they had no knowledge if I had or had not purchased from them.
I would have kept those orange drivers!
Makes it even worse that Matco doesn't even make tools
I wonder if mac and matco would warranty some handtool (extension, wrench, can't remember what else) that someone modified or abused. I think one of the wrenches was cut and bent. And the extension was used as a chisel. I was also gifted them.
I’m surprised snap on sent you instinct handle screwdrivers to replace the classic hard handles. Did you specify that you wanted the instinct grip or did they just send you that?
No request was made. That was the replacement they provided based on the model numbers.
In North Seattle there is only one good tool truck it is a snap on truck. Jeff the baller. He shows up like clockwork and always warranties. Close second Matco Bryan.
Thanks for the shout out for Jeff and Bryan! 👍 Everyone needs a good tool guy in their life.
Matco is bad with their warranty because they switch up companies so fast for people to make their stuff and they discontinue things so much
It's just a rebranded gearwrench x-beam wrench, get one of those and the set is complete
I had my suspicions of such. Do you have any proof of this or simply making assumptions? That's a great idea to get my set back to complete!
@@ThriftyGarage well matco doesnt make a single tool, everything they sell is rebranded. So have you ever seen any other company besides gearwrench make a x-beam wrench I havnt
Definitely.... Gearwrench rebrand. Matco pretty much rebrands everything.
made by Kabo.Gearwrench no longer makes their ratcheting wrenches.Matco is no longer owned by Apex,sold to Fortive in 2016
Kabo makes Matco's wrenches now.Matco is no longer part of the Apex tool group owned by Fortive now
You should look into Tekton tools They are amazing and very reasonably priced you should check out their website
I've heard they have a great warranty process!
@@ThriftyGarage they do it's very good I've used it
I have been impressed with tekton. Great quality and a very reasonable price. I just bought a 1 1/4 combo wrench. Cost about 30 bucks. If I would have bought a Snap on it would have been about 140 bucks.
Tekton and sunex. Amazing warranty. Send them a pic of the tool and they mail you a new one.
A lot of tekton are made in China. I refuse to spend money on Chinese tools.
The email address for snap on says it isn't found anymore. Has this changed?
I’m not sure. You can try this email address: CCCSUPPORT@snapon.com
I sent a ratchet I bought a little over a year ago for a warranty and it’s now been a little over a month and they’re not responding to my emails and when I call them they say nothing
I’m sorry to hear that. Be persistent.
Snap-On is legendary! They are the highest American tool standard! Mac is great as well and comes very close in innovation and high standards! MatCo; however, is exercising their ability to pimp out the customer because they are more robotic that human! MatCo's set is probably made by GearWrench, which is a great company, but not all American made as a hand tool maker. This in no way discredits GearWrench as a great company however... Because they actually take better care of their customer's than those "other" companies that pimp out their customers! Lol 👍 😷
You need a dealer man. Would have been easier
Yep I agree but my Snap on dealer has disappeared and there are no Mac or Matco dealers in my area. So I would have to do the same thing.
I’m gonna throw out my Matco impact swivel and buy a Tekton Thanks
How do you like your Tekton?
The matco guy has refused to warranty several items for a guy I worked with.
Mike Hedrick I’ve had the same, tool truck rep told me picks were lifetime warranty. Went to get one warrantied and told me it was a consumable. I’ve got several co workers that had witnessed both interactions and now nobody buys tools from Matco.
Yup same at my my stop i work at.. i don't buy they product anymore
@@wakethefckupman1697
Same issue...its tough getting them to warranty something. Snap on is no questions asked. Even tekton is no questions asked (and 1/10 of the price)
Keep it up matco this is how giants fall. Ask Kmart.
Matco just don't validate warranties ,that sacks
Couldn't you have just caught up with all 3 trucks and had quicker and probably equally satifsying experiences?
No. Would be very similar.
Matco, more like rebrandco
Matco is juz horrible. I ordered maximus lite feb-- april now still havent got it.
If still backordered then why the fuck juz say that. SnapOn customer service are awesome.
Bitter like a bad head of lettuce
Matco is the biggest scam ever folks go with snap-on
Mac and Matco but changes Maybe extra cheap outsourced garbage