Don’t Want to Retain Customers

[johnjk]

The little blue tooth button that controls our Culligan RO Water system is on its way out. The rest of the system works great. Installed it in 2017 and at the most have just had to install batteries. The button display freezes, does not trigger the unit to send RO water to the tap or won’t power off unless you pull the batteries. Searched online for a replacement. Last time it died, I got one from Lowe’s for $100 with a new valve assembly. Well, Lowe’s shows the product but states they no longer carry it. Next call Culligan. They want a service call for $80 plus travel time since I am more than 20 miles from their office. I say no, I just need a new button. They say they don’t usually sell parts but they will see if they can. A few minutes later, good news. I can get the button for….$600.00 plus tax and shipping. OR I can schedule a service call and they “may be able to get a better price”. Want me to talk to sales. I need all new filters as well. That’s another $280 with the RO filter. Thanked them and let them know I would no longer be doing business with them and I would be replacing the system. Ordered up one with 4 yrs worth of filters for what this years filter replacement would have cost me. The button? One chip with no markings, a couple LED’s, a pressure switch and plastic housing. I will probably buy another 3yr filter kit and put it on the shelf for $120. No batteries, no circuit boards, no apps. Filter minder? The old 8x10 whiteboard I used when I coached my kids soccer team. Oh, add in $5 for a couple dry erase markers. Anyone want a Culligan RO system, let me know. It’s all yours

 

[skeets]

Thats a shame, dealers just dont seem to care much about helping their customers any more. Its like here it is, if you dont want it someone else will take it. Like that damned switch for the grapple, some place I lost the little cap. Called the stealer for a replacement. Nope, dealers like 300 bucks to replace the switch, I dont need the switch replaced, just the little weather cap. Nope you buy the whole thing or nothing.

 

[William1]

Sad but true. Customer service and such is a disappearing reality.

I recently bought a tool, had a question, talked to the engineer. He said, you probably need 'X', when he looked up the price, he said it is cheaper to buy a complete tool!!!!
When I was in the automotive business, working for the OEM (not a dealer) parts pricing made no sense. some parts, made of exotic alloys, retail for a few dollars while a crappy plastic part might be well over $100.

There is a disconnect.

 

[Spam Bot]

I needed one part for my Snap-On Puller set, and Snap-On didn't service that one little part. They sent me a return label to send the entire tool back to them, and they sent me a complete new tool set. They charge a lot for their tools, but they stand behind them no matter how old they are. I had a single special screwdriver for clutch head screws, but the tip broke off. I called, and that specific tool was no longer available, so they sent me an entirely new set to replace the old one. I had a problem with the front valve on my BX23S leaking, and I called the selling dealer. Looked up the serial number, and sent me a complete new assembly, and didn't want the old one back. This is the difference between a good Kubota dealer that appreciates the customer and the one that just wants to stick it to the customer.

 

[johnjk]

I took the time to disassemble the button and clean it with contact cleaner and got rid of any moisture and hiding fuzz. Circuit board was clean. Little bit of rust/corrosion on battery terminals. Used a brass brush to get them clean and sprayed the battery terminals down with a bit of WD, dried the circuit board out with compressed air to get all the contact cleaner out and reassembled. Back to functioning with new batteries. (4th set in 3 weeks). Usually get around 8 months off batteries before they die. The new unit and filters arrives Thursday. I’m still gonna get it because the entire system is now less than what Culligan wants for their filter kit and an RO filter for 1 yr. Hopefully I have some time before I need to do the swap. Boss wants engineered wood floor in MBR and that has been acclimating in the dining room for a couple weeks. Need to do that this weekend.

 

[L35]

Do you need a receipt etc for snap on exchanges? Say I came across some at a yard sale and proceeded to break something. Is it like craftsman where you can call and just exchange it?

 

[William1]

Do you need a receipt etc for snap on exchanges? Say I came across some at a yard sale and proceeded to break something. Is it like craftsman where you can call and just exchange it?

Any SnapOn dealer is supposed to swap out tools to solve the problem, no matter where you got the tool. The dealer, sadly, often eats the cost as that is how SnapOn runs the show. Worn out screwdriver tips, the dealer eats the cost of a new shank but the markup is so high, it is a minimal loss. Expensive tools, they do send back to SnapOn and get a credit sometimes.
I recently lost my 1/4" impact swivel. $75.00 from SnapOn, a Textron one was $10. Granted the SnapOn one was nicer but not $65.00!!!

 

[Runs With Scissors]

Do you need a receipt etc for snap on exchanges? Say I came across some at a yard sale and proceeded to break something. Is it like craftsman where you can call and just exchange it?

I have just called them in the past.

So far, they have been very good about replacing things.

 

[L35]

I have just called them in the past.

So far, they have been very good about replacing things.

Corporate or a local franchisee?

 

[GreensvilleJay]

SnapOn lost a LOT of business one day. Father used to buy $1000s every 2-3 months for his electrical crews. They used a certain screwdriver but ground the handle down a bit to fit into the switchgear cabinets. So one day, the TIP chipped on one, pop hands it to the SnapOn guy for him to replace. Guy said no, you modified it. Pop told him, there's the door, don't every come back.

 

[Lil Foot]

The title of this thread is the standard business plan for 75% of Arizona businesses.

 

[McMXi]

It's Snap-on people!

I have very few Snap-on tools but used this 1-1/16" Snap-on wrench yesterday to install four 1/2" Ag couplers (Pioneer) on four hoses. I bought a bunch of large Proto and S-K wrenches last year from someone selling his deceased father-in-law's tools and they've proven to be very useful. A great investment for around $100.

 

[McMXi]

There are still some good companies out there offering good service but it certainly seems to be the exception. A few weeks ago I ordered a MAGMA gas grill for the boat and after looking at the myriad mounting options decided that the dual locking flush deck socket mount was for me. MAGMA didn't have it in stock but told me that I could order it from Fisheries Supply who was a little cheaper. I asked MAGMA if I could buy a second set of flush mount cups so that I could move the grill between the port or starboard gunnels and they told me that it was around $65 for the set but the parts were on back order.

When the flush mount kit arrived from Fisheries Supply I noticed that the packaging had been opened and resealed, and that a plastic plug/cap was broken. Also, the parts were dusty like they'd been sitting on a shelf for years. I called Fisheries Supply and was told to take photos and email them to CS. On receiving my email I was immediately issued a full refund and I assumed they'd want the damaged kit back but I was told that I don't need to send the kit back. I wanted an undamaged kit so I placed another order for the same kit which showed up NIB and in perfect condition. So now I have a spare set of sockets and caps (a $65 value) as well as some other spare parts along with a new kit. It all worked out in the end and I can move the grill to either side of the boat.

Fisheries Supply went above and beyond to correct their mistake and so I'll consider them for future purchases.

 

[L35]

It's Snap-on people!

More like snap-off when they break.

 

[GreensvilleJay]

1) WHY would you 'need' a bluetooth button to control an RO machine ?

2) I'd grind a common, must have 6 in the toolbox, 1" wrench into 1 1/16" to tighten 4 couplers.

 

[McMXi]

More like snap-off when they break.

I have very little experience with Snap-on tools but I'm sure every tool can be broken. I've broken a bunch of Craftsman tools over the years but have never taken any back. These days I tend to buy TEKTON tools and specifically the ones made in Taiwan. I have quite a few TEKTON tools and have yet to break any of them.

 

[Trustable]

I have very little experience with Snap-on tools but I'm sure every tool can be broken. I've broken a bunch of Craftsman tools over the years but have never taken any back. These days I tend to buy TEKTON tools and specifically the ones made in Taiwan. I have quite a few TEKTON tools and have yet to break any of them.

I also primarily have tekton besides some one offs I find at a garage sales. If I just need a tool I know I’m gonna abuse or not keep in great shape I go with harbor freight (wrenches and sockets I keep in my tractor). Tekton is based in Grand Rapids, Michigan and their customer service is excellent. I have broken one thing from them (using a screwdriver as a way to turn a stuck top link I had and bent it) and they had one shipped out the same day when I sent them a pic. I live in MI so it took two days to get to my house.

 

[Runs With Scissors]

Corporate or a local franchisee?

Corporate.