Tools Rant. - Page 2 - PeachParts Mercedes-Benz Forum

iwrock · #16 05-11-2006, 12:13 AM

Quote:

Originally Posted by 123c

Agreed, we always talk about these types of customers, I mostly do so others are aware of them, and try and be friendly and make things right with them, and if they are down right nasty, just avoid them all together.

Well was it my fault the guy had absolutely no idea of the Craftsmen Gaurantee?? Was it my fault he would not honor this?? Was it my fault that he was being a pompous *******?? Was it my fault that he was so full of himself that he though he could not be wrong??

I am sorry, but if he would have a bit nicer about this situation, I would have smiled and said "How Can I Make This Work?

iwrock · #17 05-11-2006, 12:24 AM

And I do work on the sales end of things... I am an Insurance Agent, and I deal with people like this all day.... I know that I could have handled it better, but when all else fails, that is your last resort.

And this set of tools is better than the last. The ratchets flow nicely, and everything is nice and snug. I think that I got the set of tools that shouldn't have left the factory last time. Well now, everything is all fine and dandy, and it all works. No more stripped bolts, and no more headaches.

WVOtoGO · #18 05-11-2006, 12:41 AM

I’m thinking Scott and MikeM's posts (#8 and #13) pretty much cover how I feel about your rant at the counter. Well said guys.

As for Craftsman tools - Their just about all we have here in the hangar. They’ve never let us down. Sure, we’ve popped a few ratchets, but never had a problem with an exchange. No questions asked. That’s what I like. You even get the upgraded model if they don’t have what you bring in.

Snap-On, on the other hand, was a whole different story. I had a set of box end wrenches I got at a swap meet a few years back. I broke one (cracked the end open) and figured it was covered for free replacement like the Craftsman’s are. Gave them a call. The said it was, and they’d send a truck out. He shows up with two other guys. One, some sort of engineer and the other a rep of some sort. All I wanted to do was swap the wrench out. All they wanted to do was spend and hour or so with me showing them exactly what I was doing when the wrench broke. I figured I’d help with their R&D project.....Until I found out what they were really up to. They wanted to try in every way to blame misuse of the tool for its failure and not warrant a replacement. They actually got rather patronizing about it all. Unlike yourself. I kept my cool. Handed them the set (6ea), and said they could have them if that’s how they handled their replacement warranties. I (politely) added that having a smooth round rod of a wrench was pretty silly too. If you ever had to reach into a tight/blind spot to find the bolt/nut you‘d know what I‘m talking about. (Which way is the head of the wrench facing???)
Ever since then, it’s been nothing but factory tools and Craftsman keeping our aircraft flying.

WVOtoGO · #19 05-11-2006, 12:48 AM

Justin - From your posts here:

1. You don't make a very good customer.
-and-
2. You don't make a very good crawdad either.

Glad you got your tool issue straightened out.

iwrock · #20 05-11-2006, 01:29 AM

Quote:

Originally Posted by WVOtoGO

Glad you got your tool issue straightened out.

Thanks...... Something Positive.

kmaysob · #21 05-11-2006, 02:50 AM

Quote:

Originally Posted by WVOtoGO

I’m thinking Scott and MikeM's posts (#8 and #13) pretty much cover how I feel about your rant at the counter. Well said guys.

As for Craftsman tools - Their just about all we have here in the hangar. They’ve never let us down. Sure, we’ve popped a few ratchets, but never had a problem with an exchange. No questions asked. That’s what I like. You even get the upgraded model if they don’t have what you bring in.

Snap-On, on the other hand, was a whole different story. I had a set of box end wrenches I got at a swap meet a few years back. I broke one (cracked the end open) and figured it was covered for free replacement like the Craftsman’s are. Gave them a call. The said it was, and they’d send a truck out. He shows up with two other guys. One, some sort of engineer and the other a rep of some sort. All I wanted to do was swap the wrench out. All they wanted to do was spend and hour or so with me showing them exactly what I was doing when the wrench broke. I figured I’d help with their R&D project.....Until I found out what they were really up to. They wanted to try in every way to blame misuse of the tool for its failure and not warrant a replacement. They actually got rather patronizing about it all. Unlike yourself. I kept my cool. Handed them the set (6ea), and said they could have them if that’s how they handled their replacement warranties. I (politely) added that having a smooth round rod of a wrench was pretty silly too. If you ever had to reach into a tight/blind spot to find the bolt/nut you‘d know what I‘m talking about. (Which way is the head of the wrench facing???)
Ever since then, it’s been nothing but factory tools and Craftsman keeping our aircraft flying.

when snap on does that call corp. that will fix it in a heart beat.

pxland · #22 05-11-2006, 08:35 AM

Quote:

Originally Posted by justinwrock

so I felt like putting him in his place, as I was the consumer, and the CONSUMER IS ALWAYS RIGHT!!!!!

I don't know if you handled the situation right or wrong as I wasn't there. I will tell you that I've known a few consumers in my time and they only seem to be right about 50% of the time. Don't be fooled by some old marketing ploy.

Not so much in my line of work now, but when I was in retail, or worked behind the counter......

If someone with a problem couldn't handle themselves in a mature and courteous manner then I not only didn't have to deal with them, but could make things harder for them in the long run.

I'm glad your situation worked out for you.