Milwaukee warranty turnaround time

[Plumber4]

I tried doing a search on this subject but something is wrong with the site. Everytime I try to type into the search bar it disappears.
Anyway, does anyone have experience with Milwaukee power tools warranty repair turnaround time? I sent my tool in almost 2 weeks ago and the status still shows it's in repairs. I tried emailing them and this was their response - "You tool is in the warranty the dept once the information becomes available we will reach out to you and advise." So, that was no help.
It was just an impact driver and I have another so it's not a huge deal but I paid a premium for these tools based on word of mouth that their warranty department was spectacular. I'm far from impressed so far.

 

[BolognaBlake]

In pre-covid times, turn around was less than two weeks. I haven't sent anything in this year.

Also, not to be a ****, but paid a premium compared to what? Just about any thing similar will be a similar price, or more if it's off the tool truck.

 

[techieman33]

My experience was about 2.5 weeks. And there was no communication from them at all. Not one bit of communication between them emailing the return label and the tool arriving at my door. The only reason I knew it was showing up at all was the UPS my choice email letting me know I had a package on the way. And that was because I'm signed up for that with UPS. I didn't mind that time, it wasn't bad as far as warranty claims go. But I found the lack of communication to be the worst part. I would have at least liked a couple of automated emails along the way. "Hey we got the item and are looking at it." "We replaced/fixed the item and it's on it's way to you." I don't think it's to much to ask for at least that level of communication.

 

[Plumber4]

I guess it's a matter of opinion but I think these are premium priced for what they are. I could have gotten a 3 piece18v kit of a few "lesser" brands for what I paid for just the impact driver.
In fact, one of my friends bought a cheap kit right around the same time I bought mine and it's able to do what mine does. It's just slightly bigger and heavier.
The spare I have is a Ridgid and I've used the lifetime warranty for batteries. The warranty experience was much easier, I didn't even have to send the failed batteries back to them. I also bought the whole kit for slightly more than just the Milwaukee impact driver cost me. That was several years earlier though and I don't feel like adjusting for inflation, haha.

 

[Plumber4]

My experience was about 2.5 weeks. And there was no communication from them at all. Not one bit of communication between them emailing the return label and the tool arriving at my door. The only reason I knew it was showing up at all was the UPS my choice email letting me know I had a package on the way. And that was because I'm signed up for that with UPS. I didn't mind that time, it wasn't bad as far as warranty claims go. But I found the lack of communication to be the worst part. I would have at least liked a couple of automated emails along the way. "Hey we got the item and are looking at it." "We replaced/fixed the item and it's on it's way to you." I don't think it's to much to ask for at least that level of communication.

I guess that's what bothers me, the lack of communication. When I first started the warranty process I saw the tracking process on the dashboard and figured it would be updating as quickly as it did from shipping to receiving. Once it got to receiving it seems the progress just stalled. A week went by from the time the package was received to the status changing to "in repair" and that was only because I emailed them.

 

[DerekV]

The warranties are definitely taking longer nowadays.

 

[PZ 1]

I ordered a part for a Milwaukee toolbox. When it didn't show up after waiting a month I contacted them again. They claimed there was no record of it so they reordered the part and then it was two weeks later when I got it. I don't know if items for repair go through the same place where parts come from.

 

[Crabman]

I had an excellent experience recently.

Sent an M12 inflator on Tuesday October 13 with their prepaid fedex ground label. Dropped off at the local Dollar General.

Got an email on Friday, October 16 acknowledging receipt at the repair facility in Greenwood, MS, and indicating the inflator was being "assessed".

On Monday, October 19, I received an email indicating my inflator was being shipped back to me.

On Thursday, October 22, I received a new inflator, repair order said "customer goodwill" so I guess it was too fried to fix.

There was an option to take it to a local "authorized" shop, but I decided that the big regional facility might be more likely to have parts, etc., not sure which option you chose.

I seemed to have gotten better email communication than OP or techieman, not sure why. Maybe some of the techs are more attentive to it? Also who knows whether some parts for some tools are slow arriving or hard to keep in stock due to supply chain issues.

In any event, I was very happy with my experience. I had seen posts that they were slower than normal due to covid and my expectation was 2-4 weeks.

In any event, good luck getting it back soon, and don't give up on the manufacturer, they have good products in my experience.

Bruce

 

[mooman]

My experience with their warranty turnaround and communication has been horrible.
As a professional user of tools, time is money and my crews cannot be without tools for long.

This is why Hilti is my tool of choice. I’ e never waited for more than a week to have a tool repaired and returned to me.

As a homeowner or hobbiest , the time may not matter, but as someone who uses these to make a living with them, I can’t wait that long.

 

[Plumber4]

Figured I'd update this to be fair to Milwaukee. After the first, and only, email I sent them I figured I'd just wait it out since I had the spare.
Today I received my new tool. They ended up sending me the 2553 impact driver. I'd sent in the first generation driver. I believe it was 2453. The new tool was in the box. It looks brand new except for some code engraved into the base of the handle and some permanent marker scribblings on the inside where the battery goes. Not a bad trade I'd say.
They did include note that they were sending a new one because something was backordered with my old tool. I guess I got lucky there.
Their communication could be better but the resolution was more in line with what I expected after speaking with others who'd warrantied tools through them.

 

[sparky 1971]

I have sent warranty repairs in three times. My M12 bandsaw was sent in three years ago and turn around was right about two weeks. The M18 Super Hawg has gone in twice, both time two years ago. The first time it took three weeks, the second was a week after I got it back. The turnaround was closer to four weeks then.
I would imagine the 'Rona has things really messed up.

 

[Ign]

I have sent warranty repairs in three times. My M12 bandsaw was sent in three years ago and turn around was right about two weeks. The M18 Super Hawg has gone in twice, both time two years ago. The first time it took three weeks, the second was a week after I got it back. The turnaround was closer to four weeks then.
I would imagine the 'Rona has things really messed up.

This was my experience, all pre-panicdemic.

Years ago it was literally one week - if you sent it in on a Wed you had something back at your door via FedEx the following Wed

Then it became 2 weeks, then three. My last was over a month but it was a 9.0 and they get stupid with those, treating them as if they're radioactive nuclear waste.

And yeah, sometimes email communication has been good, other times nothing until a package finally arrives,

 

[Ign]

I guess it's a matter of opinion but I think these are premium priced for what they are. I could have gotten a 3 piece18v kit of a few "lesser" brands for what I paid for just the impact driver.
In fact, one of my friends bought a cheap kit right around the same time I bought mine and it's able to do what mine does. It's just slightly bigger and heavier.
The spare I have is a Ridgid and I've used the lifetime warranty for batteries. The warranty experience was much easier, I didn't even have to send the failed batteries back to them. I also bought the whole kit for slightly more than just the Milwaukee impact driver cost me. That was several years earlier though and I don't feel like adjusting for inflation, haha.

Warranty aside, none of us Milwaukee aficionados pay sticker for Milwaukee. Through sales, stacked discounts, Black Friday, promos, eBay etc you'd be surprised what we pay. It DOES sound like a lot of work but really you just have to sit back and watch the Hot Deals section here

 

[tarbellb]

2+ years ago it was 14 days +/- turnaround with Eservice.


All bets are off with Covid.

 

[tarbellb]

Should note that every time I sent something in I had excellent service. (based in CA)

Either a full replacement or a quality repair of that original. Not to mention no need to walk-in and deal with some counter clerk or local "expert".

 

[vanapplebomb]

I grenaded the gearbox on my M18 fuel drill at work. Took over a month to get back from warranty. Others have had long lead time repairs of their drills as well. Last year when we were still using Mikita drills, we hardly had any problems, save for the odd chuck slipping from time to time. We have warrantied several of the Milwaukee drills this last year when we switched over. Not nearly as heavy duty, and they have a lot of quirks with the forward/reverse and torque limiter. Out of twenty something drills, we had four get sent in within the first month for stupid stuff. Milwaukee is not the company it used to be. They seem to have traded quality in favor of pushing out new tools and trinkets. Sure they make a lot of new neat tools, but they appear to be having trouble executing.

 

[Fly YX]

I have had 2 weeks to a month and a half.

 

[DFB]

I just had another warranty claim.

Bought a 2113-21 light promo a couple of weeks ago with xtra battery from Home Depot online. Fed Ex delivered my purchase on Sunday 11/15. Thing was faulty right out the package, turn light on/then off and then wouldn't turn back on without removing and reinstalling battery

Had to make a choice return to HD either in person to a store for replacement of money back, send back by carrier to HD online after filing return claim, or utilize the limited lifetime warranty on personal lighting products thru Milwaukee. I decided I have better luck with Milwaukee so printed out the E-Service label that same evening and dropped it in Fed Ex pickup box on Monday afternoon 11/16 for a 4pm pickup

Anyhow FedEx just returned with a new light at 1pm today 11/29 which works fine.

14 days total from drop off to return to include weekends and the Thanksgiving Day Holiday.

No complaints from me

Milwaukee has ramped up their game with full tracking from drop off/transit, receiving/repair to shipping/delivery on your personal E service account dashboard and I had email notifications every step of the way

This is my 4th warranty claim in like 3years time...Gen 1 Fuel impact driver was replaced with new Gen3 N/C, Fuel grinder was repaired with new motor/armature N/C, Gen 1 Fuel High Torque impact wrench was repaired with new circuit board and trigger switch. All were in the acceptable window of a 2 week repair turn around to me (not including weekends or transit)

 

[Bighead38]

Anyone used the e service lately? They have had my tool a week and it still says “Your order was received at one of our service centers. It will be processed by a qualified repair technician soon.”

 

[Ole Slewfoot]

For Me it's always been walk in, place on counter, grab new, walk out at Home Depot