Glen Diaz de T.
Snap-on Tool failed customer support
I have been an automotive technician for 30 years and have been loyal to snap on for just as long. My issue began 2 years ago. I took a position getting a new shop up and running. I contacted Snap on to get someone over to talk to us about getting a scan tool, ADAS and estimating system up and going. I was told that someone would call me by the end of the week. 2 weeks later I call them back and they tell me the same, 2 weeks after that I call them back and they tell me to be patient that someone will call me soon. After more than a month of waiting I contact Matco and the next day on of their distributers pull up and gives us a demo of their scan toll and estimator system. We had 30 days to test drive the system, like I said I am partial to Snap on so I call them back now over two months from my first call to them only to hear the same old we will have someone call you by the end of the week. We gave it another month, and no one reached out to us. We went with Matco. After 18 months of business a Snap-on rep, not distributor shows up and wants to talk to us about switching to Snap-on. I inform him that we have already invested several thousands of dollars int our Matco systems and are not looking to change. He became defensive and stating that I reached out to Snap-on and implied that I wasted his time. I explained to him that my first request to talk to them was 20 months ago, so he needs to direct his frustration with corporate. My second issue with Snap-on was getting a distributor to come by to service our shop. We have a distributor that services 3 businesses on our street and he refuses to stop buy. Keep in mind that I also stopped him to talk about setting our shop off with Snap-on tools, to which he responded that we need to call corporate. I called corporate and their response was I will see a distributor within 2 weeks. I called every week for 2 months before we got a distributor to come by. Our distributor was not happy to be here and told me he could only come by ever 2 weeks. I told him I understand that he is busy and we can work with that. every 2 weeks lased for 4 visits, then it was 1 month then 4 months to only getting a text to run my card to make my credit payment. I met up with him to get a torque wrench rebuilt. I got it to him in October of 2024 and never heard back from him. I called corporate and they were not helpful. I finally heard from him when I threatened to file a police report for theft. He texted that he could not stop by but I can meet him on his rout. I agreed and he gave me a location, date and time. I went to the location and was there on time, it was only 2 miles from my shop. He was not there I called him and he told me that he got there earlier and I could meet him else were. I told him no problem that my next stop is the police station to file a report and show them the text messages with him and the emails with corporate. He told me that he would turn around and be right there. It took him 1 min to get back. He opened his door handed me my torque wrench and left. I pulled it out of the package and noticed that the ratcheting head was disassembled, and the parts were not there. I called him and he ignored me I called corporate, and they told me that a DSM would call me to resolve the issue. Suprise no response when I call, I get same BS song and dance that they pride themselves on customer service and they will make it right. Issue # 3 with Snap-on. This is what finally made me want to speak out. Oure shop uses Mitchel1/Pro demand a division of Snap-on. We found our monthly bill went up 50 dollars and called to find out why, the call center gave me a phone number for our district representative and tol me I would have to call him. I called him and left a voice mail. In what is a pattern with snap on I never heard back from him. I called the next week and left another voice mail asking for a call back. 2 days later he calls. He told me that he does not know why our pricing went up, but he will look into it and call me back in 48 hours. It has been two weeks and no call back. We are now talking to Identifix and will probably get rid of pro demand. In conclusion Snap-on has gone downhill they do not care about their customer and do not hold their distributors to any standard. They will lie to you and steal.