Bad Lowes Experience; DeWalt Warranty Work?

[luvmyglockfou]

UPDATE ON PAGE 3 12/6/2012


So I bought a DeWalt 18GA brad nailer eleven months ago, and I have hardly used it...it still looks brand new because I take great care of my tools. I was showing the wife how to use it to tack up some trim yesterday, when The indexer on the nose of the gun broke off and came shooting out and stuck in the trim! Needless to say, since the thing is hardly even used I took it back to Lowes. I talked to the lady at the customer service counter, and she told me to go and get another one, and called the tool manager up to the front to have a look at it and make sure all was well. I decided that I should go with the Bostich this time, and spent some time choosing before picking that one up and heading back to the customer service counter to process my exchange. I thanked the tool manager for helping me out, and then turned my attention to the "lead cashier" (according to her name badge). She was not the same woman who had told me to go grab another nail gun, because that associate was busy with another customer. This "lead cashier" informed me that they would not be able to do the exchange because it had been over 90 days since I purchased it (which they had no way of verifying, but whatever). Needless to say, I was pissed, and told her that they should have told me that..instead of telling me to go grab another nail gun and they would exchange it, no problem. Instead, they wasted a bunch of my time.

So, now I guess I have to go through Dewalt. I have put about 200 brads through this gun. How is Dewalt on getting things fixed? Will they give me an exchange, or fix this gun? Thanks to Lowes, I have an unfinished wall now, and am stalled on the project BIG time. I'm wondering what they will do for me at Dewalt. To be honest, I really don't want another Dewalt nailer after seeing how this one operated. Is bostich any better?

Final point on this: Last month I bought a door from Lowes that was on clearance because someone had CUT A HOLE for the door handle in the WRONG spot. Lowes took it in on return, so I bought it on the cheap. Let me get this right..they took a door with a HOLE cut in it, but wont take a nearly new condition defective nail gun? What kinda whacky world do I live in?


UPDATE in post #32...thanks guys.

 

[Dustball]

Lowes is not at fault. This is a Dewalt warranty issue, not a Lowes issue.

 

[Steevo]

Lowes and HD both have limited 90 day return/exchange policies, after which you deal with the manufacturer for warranty repairs. Both Lowes and HD sell coverage that will allow you to exchange the tool for 12/24 months through the store, but that is extra cost coverage.

 

[luvmyglockfou]

You guys are right...loses is not at fault..but their return policies seem to be very interesting....and frustrating. Any advice on the dewalt warranty? How long are we talkin about on that? I've got work to get done

 

[sublimate]

Maybe you should buy from your local hardware store or tool supplier if you want better customer service. The big box stores undercut local store pricing partly by skimping on customer service.

 

[Spudland_Dave]

I got nothing but good to say about Lowes and/or HD....in my case it was less then 90 days...no reciept, but it could have been 180 for all they knew...
Had bought a Bostitch twin head utility knife, after using for 2 days lightly it broke...Emailed Bostitch and it was up to me to pay shipping to send it to them for "warranty analysis" IF it was determined to be workmanship...no prob, id have a new one in 4-6 weeks or whatever. If it was my fault, I'm out the shipping and knife. For something that costs 9.99, whats the point of a 100 year warranty with terms like that?
Brought it to Lowes and in 5 mins I was out with a shiny new knife.

 

[luvmyglockfou]

I got nothing but good to say about Lowes and/or HD....in my case it was less then 90 days...no reciept, but it could have been 180 for all they knew...
Had bought a Bostitch twin head utility knife, after using for 2 days lightly it broke...Emailed Bostitch and it was up to me to pay shipping to send it to them for "warranty analysis" IF it was determined to be workmanship...no prob, id have a new one in 4-6 weeks or whatever. If it was my fault, I'm out the shipping and knife. For something that costs 9.99, whats the point of a 100 year warranty with terms like that?
Brought it to Lowes and in 5 mins I was out with a shiny new knife.

Yep...I could go back and tell them I bought it a month ago, but don't have the receipt and paid cash. They wouldn't know the difference. Though my wife keeps gving me the integrity talk.

 

[sickjuice]

Buy a new one and return the broken one lol

 

[Steevo]

Look up DeWalt service centers in your area. Most larger cities have one. They can handle it directly, saving you shipping and time.

 

[luvmyglockfou]

Look up DeWalt service centers in your area. Most larger cities have one. They can handle it directly, saving you shipping and time.

Cool, but I just looked and the nearest one is in mobile, al a couple hundred miles away....

 

[SMKS]

If you don't have a receipt, why should they exchange it at all?

 

[luvmyglockfou]

If you don't have a receipt, why should they exchange it at all?

Why should Dewalt fix it then, for that matter? There's only one reason: If you want return customers then you do. Simple as that. Business economics. If you take a damn door with a hole in it back..........just sayin.

As far as the receipt thing goes, I DO have a receipt of sorts. It's on "My Lowes account", which is touted as their solution to the "no receipt" issue. It does show that I purchased it eleven months ago. That is not the problem. The 90 day policy is not the problem. The problem is them taking the old one, telling me to go get a new one, and then wasting my time selecting a new one only to be told that they couldnt do it. Even all of that is "whatever". I should have looked into the warranty information before I bought the damn thing, I guess. I CANNOT wait two months and pay shipping for DeWalt to fix my $70 brad nailer...which is why I am asking if anybody knows about Dewalt warranty info and turnaround.

 

[BFBOB]

Critical project at standstill? Uhhh ... hammer?

 

[BFBOB]

Oh, yeah. Nail set too.

 

[luvmyglockfou]

Critical project at standstill? Uhhh ... hammer?

Hahahahahahaha yea that's where this is going lol

 

[bigbubba]

Why should Dewalt fix it then, for that matter? There's only one reason: If you want return customers then you do. Simple as that. Business economics. If you take a damn door with a hole in it back..........just sayin.

As far as the receipt thing goes, I DO have a receipt of sorts. It's on "My Lowes account", which is touted as their solution to the "no receipt" issue. It does show that I purchased it eleven months ago. That is not the problem. The 90 day policy is not the problem. The problem is them taking the old one, telling me to go get a new one, and then wasting my time selecting a new one only to be told that they couldnt do it. Even all of that is "whatever". I should have looked into the warranty information before I bought the damn thing, I guess. I CANNOT wait two months and pay shipping for DeWalt to fix my $70 brad nailer...which is why I am asking if anybody knows about Dewalt warranty info and turnaround.

If you can't wait,Go buy a new one and when the broke one gets fixed throw it up on craigslist.

 

[yost69]

I would lay money down that the door came from a contractor, which is why they took it back.

If you can't wait then the only option I see is purchasing another one, under a different phone number. Then in a couple days take the broken one back for a gift card. I'm sure you will use it at some point.

I took my hammer drill in 6 months after I bought it and they exchanged it for me. If they would have given me the run around I would have done just what I said to do.

 

[jimindm]

So if its all about the project, buy a second one. Nothing breaks when you are not using it. Of coarse it broke, while using it, and you need it. It is not lowes fault that you can not keep a receipt. Dewalt is only doing it because their name is on it.

As far as the door, maybe they drilled it wrong, maybe it was the wrong door that the customer got. Maybe the guy spends thousands a month, and replaceing a $200 door for him, retains his business, maybe he admits he screwed up and they gave him a deal to trade the door for a new one.

Once again, it broke while you were using it and now its some one elses fault, and you should get something for being inconvenienced. How long be fore someone mentions a lawyer?

Its a $70 tool, buy another one, get the old one fixed if its free, and have a spare. Or you could just get the hammer and nailset out.

I do not know how big of a project you have going, that now you are at a stand still, but if I needed a brad nailer that bad I would have just bought a second one, and worked on.

 

[KenC]

Call the nearest DeWalt service center, make arrangements for a mail in/fix/return. Go to Harbor Freight( or a pawn shop), buy a cheap backup to keep the project going.

That's what I'd do.

 

[roblouvasz]

I've used the Bostich three gun combo and compressor outfit at my uncle's house for some time now. I think he got it at Lowe's. I did trim in three rooms, one bath, one hall with 6 doors a sunroom and several other jobs on his house and also used it for installing crown in 4 rooms of a brownstone home along with baseboard trim on two levels. Never had any issues. About two years ago I bought the same exact combo new at a local pawn shop for about 230.00. I've used that combo on several jobs too with no issue. One thing to remember when using the small compressors that come with these kits is never run them on an extension cord. Always use more airline instead. I know you didn't have problems with your compressor it was with the gun, but that's my advice.

 

[dumper]

If all you are looking for is a replacement part for your gun, and you can fix it yourself, call the Dewalt 800 # and explain it to them, especially the part about taking care of your tools, and only having used it a few times. I would be willing to bet they will send you the part you need, no charge. I have had good look with them in similar situations.

 

[jhelrey]

You should see the **** Lowes returns for people...

 

[tdkkart]

Probably not the OP's fault, I suspect he had trouble reading the Lowes since it was probably only posted in Spanish.

 

[Conductor562]

Bostich makes really nice guns. They consistently perform at or near the top in multi-brand reviews. As for Lowe's, I've lost a lot for them. They dropped Milwaukee, outsourced Kobalt to Asia, and reduced their Klein and Channellock offerings mainly to make room more of the aforementioned Asian Kobalt stuff meaning my 3 primary reasons for going to Lowe's are now extinct. To make matters worse, I hate the Husky line HD offers and they don't offer a very extensive line at any of the HD's around me.

 

[Tucko]

Oh, yeah. Nail set too.

...and don't forget to patch up the holes.

 

[FluxCore]

I'm with the OP. Last few years, LOWES sux in almost every reqard. I've built several houses out of LOWES this last 20 years-and I mean every nail, board, even wall paper came from LOWES....But NEVER again because of this same silly **** like happened to him.

 

[danski0224]

Things change at big box retailers for a couple of reasons:

1- the customers don't want to spend any money on the stuff they buy, so prices have to be cut or maintained somehow (maintaining pricing structures is also a form of price cut)
2- the shareholders demand profit, which pushes down wages+benefits and forces outsourcing of merchandise manufacturing to maintain margins
3- customers expect generous return policies to cover their own ignorance
4- customers ransack the shelves to open and inspect the items, yet refuse to buy those same open box items
4a- customers return an item that doesn't fit their needs (or, return it as a form of "free rental") in packaging that renders the item unsellable, so it is sent back to the vendor. someone must pay for these costs
4b- customers buy an item and steal parts off of it to repair an item at home, then return the purchased item for a refund
5- professional rings of thieves are very good at stealing stuff and then returning it without a receipt for store credit
6- warranty abuse. you know who you are

There is a lot more. If you have never worked in a retail environment, you have no idea how bad it is.

So, next time you have a complaint about the stuff sold at the store, or a complaint about a returns/warranty policy, look in the mirror.

 

[fred d]

Bostich makes really nice guns. They consistently perform at or near the top in multi-brand reviews. As for Lowe's, I've lost a lot for them. They dropped Milwaukee, outsourced Kobalt to Asia, and reduced their Klein and Channellock offerings mainly to make room more of the aforementioned Asian Kobalt stuff meaning my 3 primary reasons for going to Lowe's are now extinct. To make matters worse, I hate the Husky line HD offers and they don't offer a very extensive line at any of the HD's around me.

I am a manager at Lowes
I understand how frustrating it s seeing a door with a hole cut in it returned, but not a defective tool

You could do this a few different ways

Buy a new one and return the broken one with the receipt from the new one

Return to dewalt for repairs

Befriend the tool manager, or Asst store manager, they could make it happen if they want to
Go to a different Lowes and tell them it is 30 days old, and was a gift. Tell them you are not happy with the quality of the dewalt. They give you a merchandise card, you go but the bostich with the card and roll on. Don't wait to long because if it gets discontinued, it makes the process harder

 

[matouse3]

I hope you sent your warranty card in when you purchased the nailer- because it sounds like you don't have a receipt to hand them to confirm your purchase date. I never used to bother with those cards until I had a problem with my Dewalt zip saw. It crapped out on my one day and since I didn't have either the receipt or the warranty card filled out when I purchased, Dewalt said I was SOL. The service center said the repair was an easy one, but would be $65. I could get a new Dewalt zip saw without battery on ebay for $50. Shame, but just ended up tossing it.

 

[fsdogwood]

Why should Dewalt fix it then, for that matter? There's only one reason: If you want return customers then you do. Simple as that. Business economics. If you take a damn door with a hole in it back..........just sayin.

As far as the receipt thing goes, I DO have a receipt of sorts. It's on "My Lowes account", which is touted as their solution to the "no receipt" issue. It does show that I purchased it eleven months ago. That is not the problem. The 90 day policy is not the problem. The problem is them taking the old one, telling me to go get a new one, and then wasting my time selecting a new one only to be told that they couldnt do it. Even all of that is "whatever". I should have looked into the warranty information before I bought the damn thing, I guess. I CANNOT wait two months and pay shipping for DeWalt to fix my $70 brad nailer...which is why I am asking if anybody knows about Dewalt warranty info and turnaround.

My understanding to the "go get a new one" would be for another DeWalt, not any
other brand that you happen to be liking at that moment

 

[pop pop]

Maybe you should buy from your local hardware store or tool supplier if you want better customer service. The big box stores undercut local store pricing partly by skimping on customer service.

Yeah, the local hdw charges 30% more and once they ring it up at the cashier, your only warranty is the mfg.

 

[luvmyglockfou]

My understanding to the "go get a new one" would be for another DeWalt, not any
other brand that you happen to be liking at that moment

The exchange of the dewalt for the bostich was cleared with customer service and the tool manager prior to the issue presenting itself.

Update here as well..I talked to Dewalt this morning, and the lady told me that there is a service center just a couple miles from my house, and that they could help me out if I could bring something that shows that I purchased the nailer some time in the last three years. Seems like the legitimate way to do things, although I am tempted to just tell Lowes it was a gift and get a merchandise card, only to turn around and buy a new nailer with it....It just seems wrong to do that, however...

 

[camarotoolman]

I would go back to Lowes when the ***** clerk wasn't there and try again or try another store. imo its usaully up to the person @ the counter.

 

[luvmyglockfou]

I would go back to Lowes when the ***** clerk wasn't there and try again or try another store. imo its usaully up to the person @ the counter.

You've got an idea there , although I'll say that the clerk was not really a *****. I understand that she was just doing what their policy states, which is where my true issue lies. My beef is not with her. I explained to her that they had wasted my time by telling me they would replace it, and then not replacing it as they had promised. That is where my true frustration lies. Both the tool MGR and the Customer Service desk had already okayed the exchange. My time is valuable, which is where I took issue.

 

[dmeadow]

Having gone through the process of having a DeWalt cordless drill repaired (still isn't right) I'd find a way to exchange it.

 

[Conductor562]

My understanding to the "go get a new one" would be for another DeWalt, not any
other brand that you happen to be liking at that moment

Just playing Devil's advocate here, but both Bostich and Dewalt have the same parent company (Stanley/B&D) How exactly that translates in this particular situation I don't pretend to know.

 

[IndyGarage]

Take it to the repair center and get it repaired.

Lowe's doesn't owe you anything - you clearly said it's been more than 90 days - why bad mouth them? They didn't make the tool, they had it in stock and sold it to you.

Your beef is with Dewault.

As somebody said above, it's a $70 tool - hardly worth having a fit over.

Just FYI to anyone else with an air tool problem. I had a 15 year old Bostich nailer where the trigger valve went bad. I found there is an air tool repair shop here in town and he sold me the part and told me how to fix it.

He also had a ton of used air nailers of all types for sale at pretty cheap prices.

 

[pop pop]

The exchange of the dewalt for the bostich was cleared with customer service and the tool manager prior to the issue presenting itself.

Update here as well..I talked to Dewalt this morning, and the lady told me that there is a service center just a couple miles from my house, and that they could help me out if I could bring something that shows that I purchased the nailer some time in the last three years. Seems like the legitimate way to do things, although I am tempted to just tell Lowes it was a gift and get a merchandise card, only to turn around and buy a new nailer with it....It just seems wrong to do that, however...

There IS a reason it seems wrong!

 

[pop pop]

Take it to the repair center and get it repaired.

Lowe's doesn't owe you anything - you clearly said it's been more than 90 days - why bad mouth them? They didn't make the tool, they had it in stock and sold it to you.

Your beef is with Dewault.

As somebody said above, it's a $70 tool - hardly worth having a fit over.

Just FYI to anyone else with an air tool problem. I had a 15 year old Bostich nailer where the trigger valve went bad. I found there is an air tool repair shop here in town and he sold me the part and told me how to fix it.

He also had a ton of used air nailers of all types for sale at pretty cheap prices.

What he said!

 

[luvmyglockfou]

Seems like guys are REALLY split on this. There is a non-big box lumber supplier here that sells tools and offers warranty work for Dewalt. They open at 0630, so I am going to go check them out on my way home from work tomorrow morning. I imagine customer service there will be top notch.