Snap-on Tools

"Shocking customer service computer went down twice I’m a diagnostic company and have lost over £3000 in work due to lies and being fobbed off by customer services only asked for £500 of my lost earnings back. That wanted proof of lost earnings like most garages jobs booked in and put in a book. Avoid the snapon Zeus shop computer there not good machines bought an Autell which is far more reliable and doesn’t cost 140 a month. Subscription Avoid at all cost snapon. Just don’t care"

"I am Proprietor of a small company, 4Play Jeep, specialising in Jeep brand vehicles. We have extensively equipped specialist workshops, import/export parts, and carry considerable parts stock for workshop & retail/mail order sale. We have been trading since 1981. In February 2018 I ordered a second new lift from Snap-on. A specific model, launched in a magazine article as new to their range, by their then Sales Director. Snap-on supplied a cheaper model, and installed it badly, being twisted and out of alignment from outset. To cover their error (if not intentional), a senior member of their management team, changed the ID plate to indicate it was the model I ordered. This was captured on our CCTV system. An inspection of the lift was carried out by a recognised company which deemed it 'unsafe for use'. A NDT test was carried out to evaluate the lift. This showed the lift to be lighter built in comparison to our other lift. Our insurance company refused to cover the lifts use. It has never been used. It has taken me 3 years and the loss of use of a workshop to bring this management regime to book, resulting in me receiving my money back plus £14,500 in damages and £22,500 in legal expenses. Initially, Snap-on admitted problems with the install to my Solicitor. We had 4 differing stories, ‘the lifts are all the same’, ‘there has been a specification change’ (but could not tell me when this was), ‘the lift I ordered was no longer available’ and finally, back to ‘the lifts are all the same’… again. Later, they denied any liability. They sent unconvincing, altered copies of lift manuals in a desperate bid to cover themselves. A 50 page report was commissioned, at a cost to me in excess of £7000.00, for the purpose of providing evidence for a trial. This was done by a forensic engineer and HSE specialist. The findings were conclusive ‘the lift was unsafe and unfit for purpose. Snap-on commissioned their own report, 2 years following install. They refused to produce or disclose their inspector’s findings, presumably it didn't support their stance. Snap-on have never issued an apology or admitted liability but the pay-out says all. Snap-on’s second in command boasts the following; 'Fully responsible for strategy and P&L and an advocate for best practice, I am a hands-on visionary leader who drives business growth and innovation backed by an extensive network and strong relationships internally and externally. A member of the Institute of Directors and an elected Fellow of the Institute of the Motor Industry'. Our experience is ‘best practice’ comes along way down Snap-on’s scale, at the top being business growth and profit margins. Health and Safety has a price it seems. The present management team have been flying the Snap-on flag for many years and their H & S practices are just as dated. The specialist said 'their practices indicate their general work ethics'. If Snap-on were to apologise, I believe they would only be sorry they got caught, and sorry they under estimated our ability to pursue them. Would they do this again to someone else? I believe so, they would be just more careful not to be caught out again. The internet has made the world a smaller place and other parties within the motor trade intend to publish further information showing their ‘innovative’ practices in relation to our case as a warning to other automotive SME’s regarding Snap-on’s management culture when something goes wrong. The damage repair work to our workshop begins on the 6th April 2021 at a cost of £11,500 + VAT. There are many conscientious lift suppliers and installers to choose from other than Snap-on. I have chosen Rotary Lifts. NB. The lift was removed by Rotary Lifts and collected from our premises by Snap-on in November 2020. I have seen lifts advertised by Snap-on as finance repossessions. I am uncomfortable with the thought another small business may purchase this lift under a false description having had another ID plate change."

"I would Kindly like to thank Richard and Alistar For the impeccable support and knowledge from their IT backgrounds. We had an issue with our diagnostics platform resolution was made remotely with a good approach. Very helpful and polite on every telecon,excellent Customer service skills. KEEP UP THE GOOD WORK AND A GREAT THANK YOU FROM LAD AUTOMOTIVE!!!!!!!!!!!"

"Had Snap-on stuff since the '70's and it's all a bloody rip-off. Far more expensive here, than in the States and with a tenth of the customer service they get. The ratchets are crude and positively dangerous, and they won't repair them under warranty. Used to be the best but those days are long gone. Why would you waste your hard-earned money on it?."

"Nothing comes out sealed apart from the socket sets. Have returned many items that are either obviously not new or B grade stock. Have ordered screwdrivers and they have arrived sticking out of the jiffy bag. Not all the kit is top end quality. Avoid anything Blue Point as it's not made by them - just a name applied to product made elsewhere. Returns policy is excellent - they have never denied a return from me. Kit at this price needs to be sealed when it arrives. My personal favourites are the socket sets and ratchet screwdrivers. You won't find better versions of these from anywhere else - period !"