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Milwaukee pissed me off today

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dnschmidt

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I have one of the crappy 8.0 A-h M18 batteries that will not fully charge so I sent it into Milwaukee for replacement under their three year warrantee for that particular class of battery. They told me my battery was out of warrantee which is most certainly is not as I have the Home Depot receipt that I both uploaded to their repair website and enclosed a copy in the package with my battery so I sent their customer service group the following Email:

Milwaukee Customer Service,

On Service request SV5594720 I received an Email stating that my battery is out of warrantee. IT IS NOT AND THE COPY OF MY PURCHASE RECEIPT WAS BOTH UPLOADED TO YOUR SITE AND ADDITIONALLY I PLACED A COPY OF IT IN THE BOX WITH THE BATTERY. I’ve attached a copy of this recipe to this Email.

THIS BATTERY HAS A THREE YEAR WARRANTEE FROM THE DATE OF PURCHASE. The receipt is dated November 28, 2020. Three years from November 28, 2020 is November 28, 2023 WHICH IS IN THE FUTURE AND HAS NOT COME YET!! Therefore this battery, which was part of a Super Sawzall deal at the Home Depot which is clearly shown on the receipt. SHOULD BE REPLACED.

If the people that open your packages can’t read or tell what date it is perhaps they need additional training. This is simple: FIX IT! Please give me a call so that we can resolve this matter.

Dennis N. Schmidt
 
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WWheeler

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AJHD

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Date of manufacture would be stupid.
I never heard of that before.

How long does it take for a battery to reach a store shelf from it's manufactured date? What if that battery sits on the shelf for 6 months or a 1 year.

The customer who eventually buys that battery would be screwed out of warranty time for no fault of their own.
 
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scooby074

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AJHD said:
Date of manufacture would be stupid.
I never heard of that before.

How long does it take for a battery to reach a store shelf from it's manufactured date? What if that battery sits on the shelf for 6 months or a 1 year.

The customer who eventually buys that battery would be screwed out of warranty time for no fault of their own.
Click to expand...

Usually date of manufacture is used when you dont have the original receipt. Milwaulkee uses it as a "backup" to give warranty to people who might not otherwise be eligible if they were strict on receipt or registration being required. Its saved my bacon before when Ive lost receipts but was still within the warranty period using the date of manufacture.

As to why OP was refused it could have been an error. Could have been they rejected his receipt for some reason and went by mfg date. We're missing a lot of info and what we do have is one sided.
 
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dchawk81

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Now you know what it's like to deal with the safety chick at my carrier.

Pure incompetence.
 
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Chris_Hamilton

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Here is the "fine print" about the battery warranty. Milwaukee requires the battery sent to them, they examine it and decide whether or not to replace it. Perhaps it had something to do with the rejection.

Every MILWAUKEE Battery Pack (sold with cordless product and/or as a replacement battery pack) is warranted to
the original purchaser only to be free from defects in material and workmanship.
Subject to certain exceptions,
MILWAUKEE will repair or replace a battery pack which, after examination, is determined by MILWAUKEE to be
defective in material or workmanship for the stated warranty period from date of purchase. Return of the battery pack
to a MILWAUKEE factory Service Center location or MILWAUKEE Authorized Service Station, freight prepaid and
insured, is required. A copy of the proof of purchase should be included with the return product.This warranty does
not apply to damage that MILWAUKEE determines to be from repairs made or attempted by anyone other than
MILWAUKEE authorized personnel, misuse, alterations, abuse, normal wear and tear, lack of maintenance, or
accidents.
 
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Formula

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I'm getting sick of Milwaukee batteries dying. I have a bunch of them and they all seem to last less than 2 years before having issues like not fully charging or not lasting long on a charge.
 
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dnschmidt

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The problem seems to be unique to the following three batteries all of which I've had to exchange multiple times.
M18: 8.0 and 12.0
M12: 6.0

Never had a problem with any other Milwaukee batteries.

I'll be first in line to buy the new pouch cell batteries as I'm sure this is why they were developed due to the huge number of field failures of these types listed above. The Torque Test Channel has had the exact same problem with the exact same batteries so it must not only be me. Incidentally, these batteries have been very lightly used prior to failure. Like maybe charged three times before they will only charge to three bars.
 
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dnschmidt

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scooby074 said:
Out of curiosity, whats the date on the batts?
Click to expand...
Can't remember exactly but I think about a year before I got it with the Super Sawzall deal. That's why you MUST keep your receipts. Without it they just use the date of manufacture and the fact that it came on the slow boat from China and was sitting in the Home Depot warehouse for year doesn't matter and you're screwed. For those wondering why I'm so angry this is a $250 battery and cost more than most Milwaukee bare tools. For $250 I'm sure as hell going to put up a fight.
 
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tyyost

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I know there are failures in all the brands but as a home gamer I expect the batteries to age out before they die or take limited charges. I have a M12 6.0 that was just out of warranty and crapped out, as well as a M18 drill and saw that gave me issues. for what the higher amp hour batteries cost for non pro user the expectation of three trouble free years is a minimum, not an ok that’s good timeline.
 
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neophyte

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WWheeler said:
That's not what their warranty on that 48-11-1880 18V 8.0Ah battery explicitly states.

Milwaukee battery warranty info.jpg



Is there a phone number he could have used to yell at them instead?
Click to expand...
Never yell at customer service reps on the phone.
They will put you on hold while they go take a leisurely piss, or grab something from a vending machine, or answer the next dozen phone calls.
Most phone service reps are paid f@ck all, and will about as well as required by their manager if you act like an @sshole.
If you are polite, they will sometimes do their best to guide you thru whatever system you are supposed to go thru to get your warrantee claim processed.
If you have problems getting something processed, it’s probably because the warrantee system is set up to avoid warrantee claims that can be avoided, usually because manufacturers are sometimes two-faced about the warrantee they offer, and what they want to supply.
 
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PCustoms

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dnschmidt said:
The problem seems to be unique to the following three batteries all of which I've had to exchange multiple times.
M18: 8.0 and 12.0
M12: 6.0
Click to expand...

Just guessing, but you might be blacklisted for warranty returns if you have an extensive history.

Also kind of curious what you're doing to kill so many batteries.
 
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justtools

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I was told that milwaukee batteries either imprint a date or start time when first charged. That way they dont need a receipt. So at the service center they can tell when its first charge was and go from there.
 
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pbon

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I bought a new tool earlier this year from a popular vendor and the battery would not work. Looked up date code and it was just over 3 years old. Uploaded receipt showing purchase was recent and also explained that I was using recruit because the build date was 3 years ago. Milwaukee denied it based on manufacturing date. I had to email back to tell them to look at the documents that I submitted. They replaced the battery. It just took some communication with their probably overworked staff.
 
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redwrench60

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You might consider checking the way you talk to people you are trying to get help from. Banging out a long winded, insulting, all caps adult temper tantrum email doesn’t make people eager to help or correct their mistake. Try this:

Dear Milwaukee Customer Support,

See attached receipt.
 
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PoorUB

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From Milwaukee's web page, but then I don't know which battery is which, but this was all I could find on power tool batteries.



LIMITED WARRANTY

Every MILWAUKEE MX FUEL™ Product, battery pack, and charger is warranted to the original purchaser from an authorized MILWAUKEE distributor only to be free from defects in material and workmanship. Subject to certain exceptions, MILWAUKEE will repair or replace a MX FUEL™ product, battery pack, or charger which, after examination, is determined by MILWAUKEE to be defective in material or workmanship for a period of two (2) years after the date of purchase. Return of the MX FUEL™ product, battery pack, or charger to a MILWAUKEE factory Service Center location or MILWAUKEE Authorized Service Station, freight prepaid and insured, is required. For the proper shipping procedure of battery packs, contact 1.800.SAWDUST (1.800.729.3878), or go to www.milwaukeetool.com. A copy of the proof of purchase should be included with the return product. This warranty does not apply to damage that MILWAUKEE determines to be from repairs made or attempted by anyone other than MILWAUKEE authorized personnel, misuse, alterations, abuse, normal wear and tear, lack of maintenance, or accidents.
 
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Jswain

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redwrench60 said:
You might consider checking the way you talk to people you are trying to get help from. Banging out a long winded, insulting, all caps adult temper tantrum email doesn’t make people eager to help or correct their mistake. Try this:

Dear Milwaukee Customer Support,

See attached receipt.
Click to expand...
Exactly.
 
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justtools

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redwrench60 said:
You might consider checking the way you talk to people you are trying to get help from. Banging out a long winded, insulting, all caps adult temper tantrum email doesn’t make people eager to help or correct their mistake. Try this:

Dear Milwaukee Customer Support,

See attached receipt.
Click to expand...
Wait a minute. That is old school. The new way is it is not my fault ever. Also If you dont give me what I want I will sue. Also I can Talk to you anyway I want because I am the customer and you are a meaningless customer service rep.
 
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Jswain

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Waiting 2 years and 10 months then expecting to send in a battery and re up the supply is the funniest part.

I can't imagine why you can't get ahold of an English as a first language customer service representative anymore. I can't imagine why everyone has sent manufacturing offshore now. I can't imagine why the cost of everything is so expensive now.

Oh wait a minute...
 
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1320

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Milwaukee seems to do this a bunch, you upload the receipt and it's like they never look at that, just the mfg date.
 
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