We recently managed to lose the key to our favorite Foose toolkit. It’s happened to countless people over the years and is most likely very annoying to mechanics should this ever happen to them. So we decided to see how good Mac’s support really was and called to get a new key for our box.
To begin with we called the Mac support line 800.622.8665. Of course it was Friday evening and the call center was closed until Monday. As instructed by the voicemail system, we waited until the appointed 8am — 6pm Eastern time on Monday and called again.
After a quick one-and-a-half minute wait we explained that we had lost the key to our Foose toolbox and a very nice lady told us that we would need to fill out a lost key request form, which she would email to us after we hung up. To our surprise it arrived about 15 minutes afterward.
It was a standard type of form that called for basic information like name, address what kind of box it was and to describe it as best we could as well as a four digit key number — written on the lock — and a box serial number that was supposed to be stamped on the back. This was our first clue something was wrong — no serial on the back.
We filled out the form anyway and sent it off to the email address indicated on the form and waited about 16 hours. The next day we received a call with bad news. Because our Foose kit was a short run limited edition they didn’t keep track of what key/lock combos went on them and couldn’t replace the key. We could order a new lock for it and they would ship it out in a jiffy but that didn’t really help us with the current problem.
This was timely but crappy news. We had learned, however, that within 48 hours of notifying Mac of a lost key you could get a replacement or a new lock sent to you anywhere in the continental U.S. It was good service except that our toolbox was still mocking us over in the corner.
Lesson learned: Look for a serial number on the back of the box if you want it to be fully covered by the Mac replacement program; and better yet — don’t lose your key
We know what you’re thinking, “But wait, clearly you got the box open it’s in the picture.” Well as it turns out there’s another, faster way to get a keyless Foose toolbox open. All it takes is a Stanley demo screwdriver and about five seconds. Just jam it under the flap by the lock, get a good hold, and yank once. We don’t know if that works with all toolboxes, but after we saw how easy it was to get into, replacing the lock seemed kind of stupid.
Mac Tools Customer Support [Website]
Hands-On: MAC Tools’ Foose Special Edition Tool & Box Set [Toolmonger]