Snap-on Tools Australia & New Zealand

CAUTION CAUTION CAUTION CAUTIONVery unprofessional .The staff is very helpful but the manager just refuse to return the emails or phone calls. He insisted the local Rep to sell faulty product you open the package and they wont work than will keep making promises through his staff to get is returned or refund but refuse to communicate so you keep yelling at staff.one of the staff have send him over 20 emails but he choose not to return any email.I

Been purchasing snap-on tools for years now.. tools always look and feel great, the sales reps have been hit and miss. HOWEVER for the last year i have been dealing with Ricky Williams sales rep in the Sydney area. ABSOLUTE TOP BLOKE BY FAR THE BEST REP I HAVE DEALT WITH.

Hey ricky how about look and signal before you change lanes, you almost took out a car!Tool!

Rude sales rep. Walks into the workshop and starts presenting his new franchisee. I said that I was not interested and that the other boys were using Snap-On. He replied, Should have told me before I wasted my breath." It is unacceptable behaviour for someone that works in customer service."

After sales service is very poor, a compressor purchased from snap-on was leaking oil, it was taken away to be repaired in early August 2021, the rep said he fixed it himself & was going to return it in January, & here we are near the end of May, & he hasn’t returned at all this year, nor has the compressor. We were given a temporary compressor to use, however it is leaking oil as well, in the same place as the original one, the rep also knows of the oil leak in the loan compressor, as he was notified in September. I would shop around before purchasing anything from this company.

Low quality tools, no customer service. Had tools break at first use. Franchisee took the broken tools and never returned. Contacted customer service multiple times and they passed on to the area manager multiple times. Never got a response and gave up

dreadful service, can't find local supplier without huge form to filling.Call customer service they dint know then finally gave me a guy who said he had in stock but when mucking around to meet him there was none in van.that was weds, so said to be in friday, called no answer or reply, so no parts in on friday waiting now for a call back.crazy because the tools are great

Great tools, we have a lot of them in the shop.Unfortunately now we don't have the truck coming by because they can't get another franchisee, why is that? Lots of sales lost from us.Terrible delivery time for a small part for my pencil die grinder, 3mm collet, $12 delivery, 4 weeks if I'm lucky from the U.S. They must have put it on a boat. In that case should have been $3 delivery.

my ratchet was lost upon returning it for a refund, although David sent this issue higher up and I was provided with a refund for benefit of the doubt, thank you :)

I’m disappointed to be writing this as I very much like snap on tools however my mind has been changed due to a recent experience with snap on, have been purchasing snap on for the last couple years as an apprentice with no issues at all. Had a very good sales rep who was all ways helpful with purchases, warranty’s and everything. He recently left snap on and shortly after my $7000 tool box fell on its face after having more than 1 draw open which is not what I am writing to complain about even though I thought the box would have been supported better. There was absolutely no assistance in getting a new box with snap on which I was happy to pay for with my account however snap on’s excuse was pretty much “we can’t help until you get another rep” which is very difficult having $7000 worth of tools and box all over the place because the box couldn’t open or close properly. As I have a trade card with snap on I called snap on trade card and was referred to customer service who quickly referred me back to trade card who then told me they couldn’t help and I would have to wait months until we got a sales rep (all whilst sounding very keen to get off the phone with me) As the calls continued I was told I could not legally sell the box as I still was paying it off, I was also told they couldn’t give me credit for it unless I bought a new snap on box with cash upfront, I then asked if I could upgrade my box as I was looking to do so anyways but was then told I couldn’t add credit to my trade account as I was “too new” even though I had already payed off about $5,000 without ever missing a payment which pretty much leaves me with the options, scrap the box and buy a new one from another company or fork out another $7,000 - $10,000, overall there has been little to no assistance from snap ons multiple departments which you think there would be after spending so much money and being a good customer of theirs. I really hope snap ons customer service improves and one day I will own another tool box from them.