Has anyone had trouble with Dewalt?

[hayu]

I was told by the service center that I would receive a shipping label in the mail and it would be here in a couple of days. Then UPS would pick up the saw the following day. I waited on the 3rd day I called them again. They had forgot to check some box that would send it to this or that repair center and I would receive it about three days.

 

It still hadn't arrived so I called again and was rudley informed that mine was not the only repair job and it would be there with in 7-10 days. This is now day 13. or 10 subtracting the weekend. Is this normal for Dewalt? Because I thought this was one of the best scroll saws and companies in the market.

[Vector01]

It still hadn't arrived so I called again and was rudley informed that mine was not the only repair job and it would be there with in 7-10 days.

 

Never did business with em...Based on the above I would call and ask for the phone number of their corporate office and ask to speak to their VP! Document and explain to them the problems you are having, especially the rude customer service person (you did get a name?). You might need to follow up with a letter detailing your experience also. Like the old adage, "the squeaky wheel gets the oil."

 

Good luck

[Marshall]

Never used then either , just stay on there tail until it happens > is all I would say . Let us know how it all tuns out .............Marshall

[frankswoodshop]

I love my refurbished DeWalt scroll saw but have had no trouble with it. However, I've learned that in general, returning things today where mailing labels are invovled require vast patience. DeWalt is a fine company but everybody has a sour apple. Good Luck.

[hayu]

Well all 3 parties dropped the ball on this one. First the man here in Lubbock was suppose to actually look at the saw then send it to Fort Worth. I showed him a block of wood showing what the saw was doing. He just said " Thats the nature of the beast, go get a new one."and refused to even look at it or ship it to the repair center. Which I had been told he was suppose to do. (He hates and loaths scroll saws.)

 

That was my first complaint to customer service. The Repair center then called me and I told them what happened and they called him and chewed him out. Then told me that a label would be coming in the mail in two days and the next day the saw would be picked up. My mistake is I should have called the repair center back but called customer service.

 

Then the customer service was suppose to take a note when I called again and send it to Fort Worth.(Also all the calls after that.) They didn't but they did call Ups and put another order for the label to be sent. UPS dropped the ball twice by losing the pick up order twice.

 

The rude lady worked for Bosch but Dewalt and Bosch use the same call center. I was transfered to their department when Dewalt was backed up. She said Dewalt was the sister company. That was news to Dewalt.

 

I called the repair center yesterday and told them why it wasn't there. They called UPS and found out what happened. Ups called said Were sorry the saw will be picked up and the driver would bring the label. They just called and said they were sending the van.

[Travis]

Holy Cow...what a pain! I hope all this is under warranty. I'm assuming so if you gotta ship it out. Hopefully they'll get it fixed and back to you much quicker and easier than it was to send it to them.

[hayu]

It should be. I got it in Feb. This I hope is just a small thing that can fixed quickly. This saw with the flaw is still way better then the Dremal I had 8yrs ago. I can now say it's in the shop when one of the neighbors says when ya gonna make somethin else? Seems things in my done boxes have been disappering. Hmmm

[stang67]

I had a problem with my on/off switch and ordered a new online. It would start when I was changing the blade.

As I was going through each step in ordering they said instock 3-4 days.

So I placed the order.

This was in December and I was making 40 ornaments for Christmas and had half of them done. The next day I get an email saying out of stock, part should ship July 10th. So I called and they said that was right. So I sent out an email stating

that I had 7 Dewalt products in my shop and if it takes that long for a 5 dollar part (that they could take one off a machine in stock and send it out) I would never purchase another Dewalt product. Two days later it showed up in my mail box.

That was 3 years ago and I still wouldn't trade it for anything else.

Mick