Anyone had any luck with Milwaukee Customer Service?

[protegeV]

I sure haven't. Sent my 3/8" stubby impact in for warranty service on 11/2.
Checking on the website reveals "in repair" for the last two months. I've made phone call after phone call. I usually leave my number for callback, but no one ever calls. So I tried leaving a voicemail, no reply after 2 weeks. I even tried waiting on the hold for an hour before I gave up....

 

[speed bump]

We have good luck at work. We generally use our local guy and let him handle it but if we send it in they are about 1 month from shipping label to returned. I'm not sure we have ever had to contact them beyond the initial call though.

 

[Ilikeike]

I had my Milwaukee 1/4" fuel ratchet at a local authorized service center for a warranty repair (stripped), they waited on Milwaukee to send them the parts for 3 months maybe closer to 4 !, I called and they called to try and have them just send a new tool, no go.
So I had to buy the 3/8 ratchet while I waited. lol.

 

[protegeV]

I had my Milwaukee 1/4" fuel ratchet at a local authorized service center for a warranty repair (stripped), they waited on Milwaukee to send them the parts for 3 months maybe closer to 4 !, I called and they called to try and have them just send a new tool, no go.
So I had to buy the 3/8 ratchet while I waited. lol.

Yeah, this is probably my number one used tool. Been borrowing one that belongs to my apprentice, but at this point I should probably just buy another. RIDICULOUS that it takes this long to repair a tool this popular/common.

 

[dsaabm]

Do you have a social media account? I would send them a message on it or post on their page to try and stir up a response. That's a terrible experience

 

[mobiledynamics]

I dunno what @ you are calling...the 8007291878 works just fine. Bear in mind that the world is WFH. I have spoken to CS and have reached a live rep each and every time I've called ?

 

[BolognaBlake]

I sent in my 1/4" m12 ratchet in the fall. Probably a 2-2.5 week turn around.

 

[Rinspeed]

We have good luck at work.

Same here, we've replaced several brush cards in house but they are a wear item and that should be expected.

 

[Fly YX]

I had issues with mine and brought it to to repair center across the street. It took while to get the parts. I ended up getting the new 3/8 from Ridgid till I got it back. When I did get it back it had other problems.

 

[Tbird22]

Regarding repairs I haven’t had much issues other than not knowing the progress. I’ve called to ask and they would tell me “oh it should be returned to you today”. I’ve heard the new system is better at that.
Other than repairs, I emailed once about a horrible experience I had with an authorized retailer. I live abroad for a few months out of the year and I saw an amazing price on an item on Black Friday. Ordered it and the order was process but bc I was abroad, they wanted me to send a cash order to the company and some other ridiculous requests. I called the website I bought it from and they weren’t helpful at all. Long story short Milwaukee never answered me. Even to have a discussion about it let alone maybe getting the item for that price lol






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[rjacobs]

Read my thread here starting on post 16...

https://www.garagejournal.com/forum/showthread.php?t=460129

LESS than impressed by their "customer service"... Dont worry, if you COULD get ahold of anybody they wouldnt know what was going on anyway...as it seems all they have access to is what you can also see... they have to email the service center the tool was logged in at to get information, and then they never call you back anyway. At least yours is "in warranty" or so I assume... Mine was "out of warranty" which I knew and was prepared to pay for a repair, but they gave no option to even repair, they just authorize up to $95 or something like that, and sent a new tool...which for $95 wasnt what I would have personally purchased...

 

[protegeV]

I dunno what @ you are calling...the 8007291878 works just fine. Bear in mind that the world is WFH. I have spoken to CS and have reached a live rep each and every time I've called ?

Yup, that is the number I called. Never have gotten ahold of anyone on the phone.

 

[Locker537]

2-3 week turn around in the past, and they alway went above and beyond. Great customer service.

I would assume pandemic has impacted their supply chain, operations, and all aspects of their business just like everyone else.

 

[protegeV]

2-3 week turn around in the past, and they alway went above and beyond. Great customer service.

I would assume pandemic has impacted their supply chain, operations, and all aspects of their business just like everyone else.

I could deal with 2-3weeks. Maybe even double that. But 11 weeks and they're incommunicado as well? No excuse.

 

[latebreak]

I've used their self service portal where you open up a request, print a fedex label and send it in. Stuff always comes back in 2-3 weeks and generally they have sent me a new replacement.

 

[protegeV]

I've used their self service portal where you open up a request, print a fedex label and send it in. Stuff always comes back in 2-3 weeks and generally they have sent me a new replacement.

That's exactly what I did. It was sent on 10/28, received by Milwaukee on 11/2, and checked into repair on 11/6. The status has been stuck as "Your tool is currently being assessed by our repair technicians." since 11/6/20.

 

[matt_i]

Its possible one (or more) of three things is at work.

1) covid related quarantines and or illnesses
2) if usps is involved they are seemingly a month behind
3) the supply chain for a necessary part of the new/repaired assembly is coming from overseas could also be disrupted.

I do agree its frustrating, I waited a month for a zipper foot for my sewing machine to get here from CA thru USPS. Eventually it arrived.

I've been fairly amazed at the repairs the service dept did for me in the past. Pre-covid it was around 2-3 weeks.

 

[protegeV]

I'm sick and tired of hearing "covid" as an excuse for EVERYTHINGGGGGGG.
They've got these things new on the shelf at HD. They could have given me a voucher for a new one. I shouldn't be required to buy another one in lieu of waiting months for a WARRANTY repair.

 

[Crazyjake8493]

I've only had a few experiences with them but they've all been good. I took my 9ah battery to a service center and they had a brand new one there for me the following week. The downside was that the closest service center is 1 hour away from my house, but I used the return trip as an excuse to get Arby's for lunch and stop by a local brewery.

I've ordered parts directly from Milwaukee a few times and it was a seamless transaction. The first was requesting the larger base for the oldest M18 Rocket light to accept the 12ah battery, which they sent to me at no charge.

The second time was when I wanted to order the guard for the 2nd Gen string trimmer to put on my Gen 1 string trimmer. A 5 minute phone call, they emailed me a link to pay online which took another two minutes, and I had the part at my doorstep in less than a week from the phone call.

 

[Michael_in_DE]

I'm sick and tired of hearing "covid" as an excuse for EVERYTHINGGGGGGG.
They've got these things new on the shelf at HD. They could have given me a voucher for a new one. I shouldn't be required to buy another one in lieu of waiting months for a WARRANTY repair.

you're exactly right. So tired of hearing it. Excellent point about products being on the shelf.

 

[justanengineer]

In the past I’ve always just dropped tools off at the service center and picked them up a week or so later, never had an issue.


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[Dagny]

Our local repair shop is a hardware store owned by a women in her 50's called me a ***** because I have a few m 12 tools. If you buy a lot of stuff from her she will treat you right like letting you use one of her tools while she fixes yours.

 

[protegeV]

Non-update Update:
It's been an additional two weeks now. Left 3 voicemails, twice requested a callback, and sent 2 emails. NO RESPONSE from Milwaukee at all.

"Dear Customer,


Thank you for contacting Milwaukee Tool. We have received your email, and our support team will be in touch with you soon.


Thank you for your business!"


Not real sure what their definition of "soon" is.