Dewalt customer service. I get better help from the cat.

[afinepoint]

Recently bought a 12" DWS 780 compound miter. Happy with the tool.

Tried to register per direction. "Tool not found" when entering model. Wrote Dewalt. After an email or two was told the software doesn't always recognize the model and to use the date code. No good. Wrote back saying this. Then the email train picked up speed.

Each email from them asking for different information.

I asked why couldn't he register it? No good answer.

I waited. Got an email saying since they hadn't heard from me the ticket was closed as solved.

Really?!

I wrote back letting them know I was waiting on them and the issue was not resolved.

Another "apology" email.

The latest email contained this response "


Thank you for contacting DEWALT®

I'll be happy to assist you!

Thank you so much for getting that information over to me. I’ve personally arranged your replacement to make sure we get this right for you!
Your Order Details:
Model Number: NA075955
Order Number: XXXXXXXX
Shipping: Expect it via UPS within 2 weeks.


I am now the recipient of a new blade guard. And i get to keep the old perfectly good one.

Definitely moving Dewalt to the back of the search for tools. I just purchased a cordless 3/8 impact driver. It's not yellow. Nor will the next tool be.

 

[Lookin4'67Galaxieconv]

That sounds about the regular corporate customer service model these days.

 

[Wamsutta]

Cats are the best things in the world. Nothing compares to them except maybe Snap-on.

 

[YesIHaveAHammer]

Asked them something about a product a while back, they replied with a link to the product page on their website. I had already looked at that page, and it didn't contain the information I requested.

Asked another brand about a measurement on one of their products. The person replied saying they didn't know. Well dammit I'm asking the company via you, not whether you personally know the answer off the top of your head, you can try to find out!

Another brand referred me to a retailer. They would have little chance of knowing the answer to my question and unlikely to make any effort to find out.

 

[zendriver]

Good luck anywhere you go now days.

 

[MovingAlong]

Sounds like you made out on the good side of this one (i.e. free parts, still open issues obviously...). Suspect AI was behind your communication challenges though, not a person:



@zendriver you're right, would imagine everyone will use some form of AI up front...

 

[finn]

First World problems.

 

[esben57]

I bought a 36" roll cab from a large company, Halfords. Not in the same league as tool brands but ok for me.
The drawer runners on this came apart, this thing has a guarantee of anything between 3 years and life. Phoned customer services for replacement runners, operative didn't understand. Email then asked for proof of purchase. Ok there, told them it was also delivered by them.
Went into a local Halfords with broken part and they ordered a new set FOC. I later got a call from a store 40 miles away. Helpful chap said bring it back you should get a replacement cab.
Can't, no van.
Get back to customer services and tell them to bring new take away old.
Local store then tells me runners in shop. When I get there they have been sent back due to being wrong. Will be here this friday.
Meanwhile, I have repaired the faulty runners.

 

[CS454]

Sounds like you made out on the good side of this one (i.e. free parts, still open issues obviously...). Suspect AI was behind your communication challenges though, not a person

I'm just seeing a missed opportunity to talk the bot into some heavy discounts

 

[yatg]

DeWalt is the cat, you are the toy.

 

[M.Jay]

That sounds about the regular corporate customer service model these days.

And with more and more companies implementing crappy AI, it will become even worse in the next few years.

 

[L.Cheapo]

Recently bought a 12" DWS 780 compound miter. Happy with the tool.

Tried to register per direction. "Tool not found" when entering model. Wrote Dewalt. After an email or two was told the software doesn't always recognize the model and to use the date code. No good. Wrote back saying this. Then the email train picked up speed.

Each email from them asking for different information.

I asked why couldn't he register it? No good answer.

I waited. Got an email saying since they hadn't heard from me the ticket was closed as solved.

Really?!

I wrote back letting them know I was waiting on them and the issue was not resolved.

Another "apology" email.

The latest email contained this response "


Thank you for contacting DEWALT®

I'll be happy to assist you!

Thank you so much for getting that information over to me. I’ve personally arranged your replacement to make sure we get this right for you!
Your Order Details:
Model Number: NA075955
Order Number: XXXXXXXX
Shipping: Expect it via UPS within 2 weeks.


I am now the recipient of a new blade guard. And i get to keep the old perfectly good one.

Definitely moving Dewalt to the back of the search for tools. I just purchased a cordless 3/8 impact driver. It's not yellow. Nor will the next tool be.

Where did you buy the tool?

 

[Jack_K]

Sounds like you made out on the good side of this one (i.e. free parts, still open issues obviously...). Suspect AI was behind your communication challenges though, not a person:



@zendriver you're right, would imagine everyone will use some form of AI up front...

I do believe the support was AI but your source of confirmation is also AI. Your AI answer is referencing home depot. Why would the answer be on the home depot website? It won't be. AI has found some irrelevant page.

 

[InsanePyro]

Sounds like you ultimately got the part for free, whats the problem?

Everything is a race to the bottom now days, either buy it or jump thru some hoops to get it. Way of the world it seems.

That being said, I love all my DeWalt stuff, been running alot of it hard for over a decade

 

[Pinne]

It's rare to find good, human based service these days where the people working are empowered to solve problems. I try to spend my money with brands / businesses that believe in service.

Milwaukee's CS isn't exactly earth shattering but I have gotten responses that resolved my issues, FWIW.

 

[finn]

All this drama, but no mention of picking up the phone and trying to talk to a rep personally.

What’s so hard about at least giving that a try? You may get bounced around a bit, but I have never been disappointed when going the 1-800 route.

People nowadays seem to be afraid of talking, but then ***** when email exchanges don’t get them the information they expect.

 

[GaryM909]

About 12 years ago I bought a Stanley 163 piece socket set to keep in my pickup just in case. Last year I went to use the ¼" drive 13mm socket. It was not there but a second 12mm was in it's place. I gave them a call. Customer service was great and I had a 13mm socket delivered to my door in three days.

 

[Jack_K]

All this drama, but no mention of picking up the phone and trying to talk to a rep personally.

What’s so hard about at least giving that a try? You may get bounced around a bit, but I have never been disappointed when going the 1-800 route.

People nowadays seem to be afraid of talking, but then ***** when email exchanges don’t get them the information they expect.

Some people don't have time to sit on the phone, especially if the support is only in business hours. I do not understand companies which still only deal via phone. For example, my phone is locked away at work except for the short time for lunch etc. I'm not sitting on hold for an entire break. If people insist on calling me, it must be outside of business hours.

 

[CHI_Tool&Die]

Some people don't have time to sit on the phone, especially if the support is only in business hours. I do not understand companies which still only deal via phone. For example, my phone is locked away at work except for the short time for lunch etc. I'm not sitting on hold for an entire break. If people insist on calling me, it must be outside of business hours.

SB&D companies also really **** with the phone lines. I have much better results communicating through email.

 

[YoshiMoshi3]

They gave you a free tool when there was nothing wrong with yours. Sounds like good customer service to me.

Where did you get yours,? Sounds like a Temu clone. I only buy battery packs from authorized resellers like HD, Lowe's or Ace hardware. Lots of third party sellers on Wallmart marketplace, people buy think they are buying directly from wallmart sometimes, then shocked when they get Temu clone, not realizing that they actually bought from a third party.

Maybe some third party resellers are legitimate, but the clones have ruined it for everyone.

 

[dnschmidt]

1-800-SAWDUST is the main reason I buy Milwaukee.

 

[mervyn]

Good luck anywhere you go now days.

That's a fact. Most places have joined tge "We don't care if you ever spend another dime with us " F em

 

[Schurkey]

First World problems.

Dismissive, insulting reply intended to minimize the person with a legitimate question/problem, and the problem itself.

"Your issue isn't important because you're not living in a shi_hole starving to death. But if you WERE living in a shi_hole starving to death, you wouldn't be able to complain about it to me. So just don't contact me...ever."

 

[Mr_B]

Dewalt tool registration does need work .
I've had issue with tool model and serials .
Not needed do any warranty replacements yet but I do have a feeling the process won't be as smooth as it should .
As for AI , well shame someone didn't create/program/implement common sense first !

 

[M.Jay]

As for AI , well shame someone didn't create/program/implement common sense first !

A good portion of the worlds population lacks common sense. Where do you expect AI to get any then?

 

[Schurkey]

NOTHING good comes from AI.