Damn you hilti! Post sale changes to warranty

[AndyL]

OK rant on!

bought a new hilti sid18a impact last year, after much deliberation, as they are twice the price of the usual suspects... it was the 2yr no cost warranty and over counter exchanges if breaks down that sealed it as usual.

After about a million 1/4x 3/4" teks, and 200000 or so 5/16x 2" lags, noticed the gearbox is getting uncomfortably hot during use, and performance is suffering...

Go in to exchange, and get told it has to be sent away for 2 weeks, no loaners. Policy changed in march 2012. 2 months after I bought it. Was I mailed a letter? Nope, did my rep contact me? Nope!

Ok hilti, so I was -><- this close to trading in my old hilti 15.6v drill on a new one, but you guys just 100% sealed it, I'm going makita. And this impact once repaired is getting sold cheap.

Change policies on new sales, you sold me on over the counter exchanges - I expect that to be honored during the warranty you provided.

Hilti can kiss my big fat a...

for sale: mx460dx72, te2, te2a, a monster 3/8" corded drill, sid18a, a couple sid144s, a few SF cordless drills, 3 grinders, and a pmp32 (oh yeah, and all those parts and supplies, those are going to a different vendor too!)

 

[skiingman]

Do you have the original warranty paperwork?

 

[AndyL]

Of course, but there's that lovely "*** where applicable" - in reference to locations you can exchange, and now the only location is the Vancouver (abbotsford?) Repair center - which is not open to the public... (yes I would have driven the 10hrs each way to get it fixed yesterday)

Its not like I'm asking a home depot to warranty it, its an actual stand-alone hilti retail store staffed by hilti employees.

oh, but of course if your on the "fleet program" (lease) you can still do over the counter exchanges anywhere

 

[woody 73]

Andy as my parents used to say back in the day (death of Herbert Hoover or was it George Washington); the wheel that squeaks the loudest gets the grease...

Be very nice and polite on the phone 1-800-363-4458 (Canada) explain your dilemma,be nice and above all don't get upset....

Been there done that with other tool companies.

Woody

 

[TheGrooveking]

Changing the rules of the game after the game has started is ********, jump up on the counter and kick them square in the teeth. If that doesn't work try nice route.

TheGrooveking

 

[AndyL]

Oh no, of course I started with my trade representative, got told thems be the policies, then got the same line from the lovely folks at the 800number, who didn't seem to think my multiple requests for an escalation to a manager were reasonable.

but I know there are 2 members here on garage journal who are PR reps for hilti, and are very concerned with managing hilti's online persona. So once this thread gets enough hits, perhaps the Google will send them an email and they can contact me, like they have previously when I recommended their products over redhead. But this time the conversation won't be so pleasant.

 

[Givl Reggin]

Sounds like you use it a lot.

For stuff where downtime becomes a problem, you should have two of them... keep one just as a backup just in case you need it.

 

[dirtydogintex]

if you give it back, make sure it goes thru one of the corp office's front plate glass windows!!

 

[woody 73]

"If you're trying to achieve, there will be roadblocks. I've had them; everybody has had them. But obstacles don't have to stop you. If you run into a wall, don't turn around and give up. Figure out how to climb it, go through it,or work around it." Michael Jordan

I will say it again if you missed my post #4...Been there done that with other tool companies; Call them back and start over again.

 

[AndyL]

Sounds like you use it a lot.

For stuff where downtime becomes a problem, you should have two of them... keep one just as a backup just in case you need it.

Oh don't get me wrong, I've got spares, my sid144 the current one replaced (has a finicky trigger, batteries are getting weak) and an older than god Hitachi 12v nicad (so dumb it doesn't realize it to shouldn't work when its -40; makes it invaluable around here). But I shouldn't have to be relying on those two, I was promised over the counter warranty exchanges, I expect them to honour that warranty.

Why should I accept less?

 

[91bronc300]

Oh don't get me wrong, I've got spares, my sid144 the current one replaced (has a finicky trigger, batteries are getting weak) and an older than god Hitachi 12v nicad (so dumb it doesn't realize it to shouldn't work when its -40; makes it invaluable around here). But I shouldn't have to be relying on those two, I was promised over the counter warranty exchanges, I expect them to honour that warranty.

Why should I accept less?

You shouldn't, I'm with you. You want to change the way the warranty works, that's cool. Change it from that point forward. But it you buy a tool new and the warranty works one way when you buy it and they change their policy afterward to retroactively downgrade everyone's warranty for tools they bought before the change is BS. You got shafted. I would stop buying their stuff too. Oh well, nothing to stop you from ranting and raving about it

 

[AndyL]

I don't want to change their warranty, I want the warranty I was sold honored. The same warranty I've been returning to them for - for the past 5+ years (although longer, think it was 5ish years they started doing over the counter)

 

[bcradio]

bought a new hilti sid18a impact last year, after much deliberation, as they are twice the price of the usual suspects... it was the 2yr no cost warranty and over counter exchanges if breaks down that sealed it as usual.

Do they last more than twice as long as the usual suspects?

If they aren't AT LEAST twice as good as the others that cost half as much, then I wouldn't have switched in the first place to Hilti. If I can get 2 Makita's that last almost as long as the Hilti each, then I'm going that route.

Even if you get the same out of each, I'd rather get a new Makita than a repaired Hilti.

 

[Gore]

I don't want to change their warranty, I want the warranty I was sold honored. The same warranty I've been returning to them for - for the past 5+ years (although longer, think it was 5ish years they started doing over the counter)

I think the "you" in that sentence was Hilti...and I agree. Change the warranty for the tools sold after the date that the new policy went into effect. This is simply not fair and they deserve to be held accountable.

 

[skiingman]

I think the "you" in that sentence was Hilti...and I agree. Change the warranty for the tools sold after the date that the new policy went into effect. This is simply not fair and they deserve to be held accountable.

Indeed.

Not a good way to earn customer goodwill, that.

 

[MPOWERD]

Sounds like a snake of a warranty from a company desperate to steal as much as they can from their customers. If I were you I would be posting everywhere possible on the net about this and getting as much negative publicity for them as possible...

Make the squeaky wheel into a screaming wheel...

 

[BFHtime]

This sounds like the same types of changes, that occur in government. One thing is stated, in an honorable fashion, then later it gets changed, or distorted, so it can then be manipulated. This happens all the the time. History repeats itself. Too bad, the truth is never the focus. This is a rant here. but this is an example of what to be aware of. Policy changes. Who benefits from these policy changes?
End of rant.

Going back years ago, more than twenty. There was a Hilti guy. Just like a Snapon guy, with a truck full of Hilti tools. Maybe if you could find one of those guys, that understands, service, and loyalty, then maybe you can get somewhere with the warranty.

Interesting how warranty ends in y, while guarantee ends in ee. I just noticed this as I almost misspelled it.

Are there still Hilti guys out there?

 

[Packard V8]

oh, but of course if your on the "fleet program" (lease) you can still do over the counter exchanges anywhere

Being retired, I can't say about today, but Hilti was just like Snap-on only more so. If you were a big enough account, the truck came to you and no questions about warranty exchanges. If you are not, then you have to chase them down and hope for the best.

jack vines

 

[AndyL]

Do they last more than twice as long as the usual suspects?

If they aren't AT LEAST twice as good as the others that cost half as much, then I wouldn't have switched in the first place to Hilti. If I can get 2 Makita's that last almost as long as the Hilti each, then I'm going that route.

Even if you get the same out of each, I'd rather get a new Makita than a repaired Hilti.

I flip flop on this.. they're better, after a year mine needs some gearbox work, while coworkers are having gearboxes repaired (usually not warranty, they usually say abuse) every 4-5 months as they've been obliterated, and replacing batteries every 6... its the speed I appreciate most, they're definitely faster than the dewalt/makita/Milwaukee/etc.

My batteries are still in good shape, don't last as long (but I went with the 1100mah packs instead of the 3300mah for the lower weight)

 

[glazier]

We went all Hilti fleet to stop the crazy games like this. They are pushing the fleet big time, it will equal out about the same as replacing tools, and batteries routinely.

 

[padronanniversary]

One more reason not to buy them, ashame since I used to use a lot of them

 

[AndyL]

Well minor update... Still not fixed - yeah i refuse to send it away when it still works, I guess I'll wait until the gearbox/clutch seizes up solid... If I'm going to loose it for a period of time, I'm gonna run it to the ground.

Did talk to a lovely lady named JillM who joined GJ just to contact me... Not that she was useful, offered free repairs (?! on a still warranteed tool?) some consumables/schwag... all kinds of apologies and excuses... Still not gonna get an over the counter exchange.

So, we'll run her till she blows her gearbox all over the floor, then they can have more parts to fix; no point loosing a tool that hasn't died yet for preventative repairs... Yup, may not be made in china, but the warranty sure seems to have been written there.

 

[ephotrod]

Hilti like most doesn't care about the customer any more but rather numbers. There used to be a time where profits and customer satisfaction were both sought but now its profit at the cost of customer satisfaction.
Josh

 

[06 DIESEL]

I for one would be livid also. I bought a tool based on the warranty and I want it honored the way I purchased it. If they can not do that then I will never buy another from them. I hope that the lady that joined to get in touch with you understands this and takes care of the problem properly. At the very least they should give you a loaner while yours is in for warranty work.

 

[TheGrooveking]

Contact your state's Attorney General and file a complaint, this is simple bait and switch.

TheGrooveking

 

[AndyL]

Yeah, Not happy... they can hide behind all the fine print they want... Still doesn't make it right.

My new favorite tool store just got in 5 skids of festool products, my good friend at the sales desk was talking about a trade in program... May have to investigate that further, Sadly I have a sea of red boxes here, and I'm not sure I can give up that WSR1400PE (omg I love that saw) but, I'm not interested in dealing with companies who'll pull this ****...