Great customer service from Dewalt

[ponytug]

Old Milwaukee....isn't that a beer?

Yup, "It is the beer that made Mill Famie walk us..."

 

[Hoss710]

I did finally on Saturday get a email from someone other than I was dealing with. who sent me a return label. I'm not sure why the 1st person I was dealing with was not interested in helping me getting this unit looked at? They certainly gave me the run around. I'll report back when they find out what's wrong with it.

 

[BravoXray]

Update: Today I received the replacement battery from Dewalt, so they followed through on my request.
Great service, Dewalt!

 

[Muhammad]

Over the past 7 years I've bought four Dewalt impact drivers and one impact drill. All but one of them has failed, plus one battery failure. I tried to submit a warranty claim online for the battery, but it was rejecting my information. Called them and just got an automated system that didn't address my needs.

Yesterday, I bought a brushless 18v Ridgid impact driver and drill from home depot for $77 on sale, including two batteries. While I think the Dewalt is a superior feeling product, I am so tired of their tools failing and leaving me to use my handyman's cheap Ryobi that seems indestructible. I think I've given them enough chances.

 

[kozal01]

This is great to see. I for one have never had a Dewalt tool fail completely (had a hammer drill let out its smoke but its still works) and only one battery pack fail (after years of use) in all the years of using their 20V line. Hell I had my 20V impact driver slide off the roof of my garage onto the concrete 20' below with no damage other than scuffing the rubber overmold. The battery even stayed on! lol I can say the same about the 18V line I had prior. Cant say the same about the Milwaukee tools I have, the 12v batteries are subpar in my opinion but their 18v packs have been holding up.

 

[Muhammad]

"We want to apologize for the inconvenience that you are experiencing with your impact tools. I will be happy to assist you. We appreciate your loyalty towards our products, and we are sorry for any inconvenience you have experienced with our impact tools. We would like to thank you for your insight. We welcome all feedback from our customers, so that we may continually improve not only our product but the relationship with our customers.

In case this email does not fully answer your question, simply reply to this email. If you have a new inquiry, complete a new form from our website."

OKay... should I just repeat my question? I love bots.

 

[ponytug]

@Muhammad I feel for you. I just went several rounds with customer service at another company; two different support centers, emails, and conversations with a bot to get to a real human at a distant call center, who just looked on the company's website to feed me the information that I started with. Sigh...

I like all the Rigid tools that I have. No complaints here, but none of them are battery powered.

All the best,

Peter

 

[Muhammad]

I have a couple of ridgid corded tools, no issues with those. I'm really only getting them because of the warranty and the deal was silly (impact driver plus drill for $77... $38.50 each)

 

[jyoutz]

I have a Bunn coffee maker that takes both k cups and loose coffee. Whenever I have had some issues I’ve called customer service and they will walk you through troubleshooting and send any needed parts free of charge.

 

[Mulder]

If you do have a warranty issue with rigid I hope you have better luck than I did ive sent an email about my warranty issue never got a response looked up my account no tools listed in the warranty but had a battery replaced like 6 months after I bought the tools but there is no record of any thing else tried talking to people at HD they said to contact rigid. So frustrating have 2 tools now that don't work a drill the led lights up but that's all and a reciprocating saw the blade lock won't lock any more the oscillating saw on and off switch works intermittently the small impact and 1/2 impact have been fine even after dropping off roof and running over the 1/2 " impactor giving
up on rigid

 

[jjeff]

I've praised dewalt tools continuously especially after so many 18 volt Milwaukee nicad failures, I also had a DeWalt service center in the city I lived in they rebuilt several severely abused tools no charge and no questions asked. Maybe write a somewhat scathing review of there customer service dealing with your tools, failures, and trying to get them Repaired and or replaced, post it on there website?
I did something similar when I had problems with a ridgid 12 volt batteries on the HD website a rep contacted me and sent me new chargers and there highest capacity 12 volt batteries free of charge. The Ridgid batts they sent me are still somewhat functional well over 10 yrs later as is the Ridgid job max oscillating tool kit with head attachments. Full disclosure my blood type is black and yellow lol.

 

[newbury]

I've got at least $6K (retail prices) invested in the DeWalt 20v/Flexvolt line. I've had about 2 DeWalt batteries seemingly fail and 4 off brand that fit fail.
Virtually all of it was bought on sale. Some of it I wish I had bought many more.
Like the "DEWALT 1800 Power Station" which I got for $200 new.
But luckily I never had to try their customer service.
I really like their 7 1/4 miter saw. Very portable and accurate.

 

[ultrarunner]

I’m happy to say never had a warranty issue with Mikita or Bosch across the board.

Have not had the Metabo long enough but so far ok.

Milwaukee has left me high and dry several times…

Had a warranty on a corded Milwaukee drill and was told 6-8 weeks under warranty or 2 weeks if expedite fee paid at the service depot… and zero satisfaction on Milwaukee battery as Milwaukee said water damaged??? Guess Milwaukee cordless not to be used outdoors unless blue sky weather?

My Dewalt cordless is very old 12v left at the cabin but no complaints and had the two batteries rebuilt after 10+ years.

 

[Hoss710]

Well my review I conducted to dewalt got some ones attention . I got a call from the mother ship and not only did they repair my broken impact. 2 weeks later I got a new 1 in the mail. the woman I spoke to on the phone was very apologetic with the lack of response from customer support. so now I have 2 each 899 1/2 " impacts. I still have the 900 I bought . Of I didn't have like 16 batteries for the dewalts. I would have changed over to Milwaukee. but I was pleasantly surprised by the change of events with my warranty repair.

 

[ultrarunner]

Well my review I conducted to dewalt got some ones attention . I got a call from the mother ship and not only did they repair my broken impact. 2 weeks later I got a new 1 in the mail. the woman I spoke to on the phone was very apologetic with the lack of response from customer support. so now I have 2 each 899 1/2 " impacts. I still have the 900 I bought . Of I didn't have like 16 batteries for the dewalts. I would have changed over to Milwaukee. but I was pleasantly surprised by the change of events with my warranty repair.

Always appreciate happy endings!

 

[jjeff]

Legitimate negative reviews on publicly viewed websites of higher priced tools known for decent quality will usually get a rep from the company or there subcontractor involved for a long list of obvious reasons imo. As I've previously mentioned seems like dozens of times, how they treated me when I used there tools commercially and now personal use I bleed black and yellow lol.

 

[Duds13]

Thought I'd put in another good word for Ridgid. I purchased a QwikChute for my zero turn which required drilling through the mower deck. Pulled out my 18 year old Ridgid 18V drill and just as I got through the second hole, the drill died. Thought maybe the battery was dead so I popped in a new battery, nothing. Sent the drill back since it is registered under their lifetime warranty and after a couple of week I just received an email that they are shipping me a replacement. Not too shabby!