Short story: DCB204 4AH 20V Max battery wouldn't charge, from package. DeWalt sent prepaid shipping label. Going well, thus far.
Long story:
Last year, for my birthday/Father's Day, my old lady gave me a DCF887 (top of the line 1/4" impact) and a DCD996 (top of the line hammer drill). The local farm store had a sale where each bare tool came with a 4AH DCB204 individually packaged battery. If you bought two bare tools (and got their batteries) you got a free charger, DCB115.
I opened one battery, which showed two out of three power indicators and used it several times, over the last year. Last month, that same store had another great DeWalt sale. I got the DCS367 (compact brushless reciprocating saw), but it was the kit that came with a charger (another DCB115) and a 5AH battery (DCB205).
There were a few projects that needed done, so I used the open DCB204 until there was only one light. I stopped using it before it quit working. I then used the 5AH to the same point.
I was content to leave the other 4AH battery in the package, until I had an issue. I put the open 4AH on the charger (yes, I got it snapped all the way in) and the light came on, went off, came on, and faded out. I tried it several times to no avail.
Next, I put the new 5AH battery on the charger. It charges as advertised. I decided to open the other 4AH battery, to see if it charged. It did. Went back and tried the first 4AH, same results.
On YouTube, I found some videos showing issues that were resolved by connecting the faulty battery to a good battery. This moved the Fuel Gauge on the faulty battery from one bar to two, but it still wouldn't charge. It doesn't appear to have hurt the functioning battery.
Yesterday, I called DeWalt Customer Service, to test their battery warranty, which is advertised as: 3 Year Limited Warranty (manufacturer defects), 1 Year Free Service (repair normal wear), 90 Day Money Back Guarantee.
I had not registered any of my products with DeWalt.
I called and waited several minutes, before I opted to "save my place in line and get a call back". After waiting ten minutes, for the return call, I called back, just to see if I really had my place in line, or if they answered the "ringing" phones, first. After around 25 minutes, I got an 800 number beeping in. I took the call and it was DeWalt.
Immediately, the Customer Service Rep asked for my name and a number to call, if we got disconnected. I appreciated this. I gave her my spiel and she asked for the date code, on the top of the battery. After reading it, to her, she said that would be covered, free of charge, under warranty and looked up the closest Service Center.
I had already looked up the Service Center and knew it was 100 miles away. I was prepared for a fight as I didn't believe I should have to pay to ship a battery that came out defective.
That was a non-issue. Immediately, she told me the Service Center was too far and asked if it would be okay if she emailed me a prepaid shipping label. She said she could send it regular mail, if that was easier, for me.
Within minutes, I had a prepaid shipping label in my email. The only thing wrong with it is she spelled my name wrong. The important information was correct.
Today, I sent it out, with a note detailing the problem and my information, as she requested.
Thus far, I couldn't be more pleased, with the service. Sure, it would be better if I hadn't had an issue. It's nice to know we are off to a rocking start on rectifying the problem.
As this continues, I will update this thread. To me, it's worth paying more for a quality tool made by a company that actually stands behind their product. If this transaction continues as smoothly as it has started, I will be a huge proponent of DeWalt power tools.
Long story:
Last year, for my birthday/Father's Day, my old lady gave me a DCF887 (top of the line 1/4" impact) and a DCD996 (top of the line hammer drill). The local farm store had a sale where each bare tool came with a 4AH DCB204 individually packaged battery. If you bought two bare tools (and got their batteries) you got a free charger, DCB115.
I opened one battery, which showed two out of three power indicators and used it several times, over the last year. Last month, that same store had another great DeWalt sale. I got the DCS367 (compact brushless reciprocating saw), but it was the kit that came with a charger (another DCB115) and a 5AH battery (DCB205).
There were a few projects that needed done, so I used the open DCB204 until there was only one light. I stopped using it before it quit working. I then used the 5AH to the same point.
I was content to leave the other 4AH battery in the package, until I had an issue. I put the open 4AH on the charger (yes, I got it snapped all the way in) and the light came on, went off, came on, and faded out. I tried it several times to no avail.
Next, I put the new 5AH battery on the charger. It charges as advertised. I decided to open the other 4AH battery, to see if it charged. It did. Went back and tried the first 4AH, same results.
On YouTube, I found some videos showing issues that were resolved by connecting the faulty battery to a good battery. This moved the Fuel Gauge on the faulty battery from one bar to two, but it still wouldn't charge. It doesn't appear to have hurt the functioning battery.
Yesterday, I called DeWalt Customer Service, to test their battery warranty, which is advertised as: 3 Year Limited Warranty (manufacturer defects), 1 Year Free Service (repair normal wear), 90 Day Money Back Guarantee.
I had not registered any of my products with DeWalt.
I called and waited several minutes, before I opted to "save my place in line and get a call back". After waiting ten minutes, for the return call, I called back, just to see if I really had my place in line, or if they answered the "ringing" phones, first. After around 25 minutes, I got an 800 number beeping in. I took the call and it was DeWalt.
Immediately, the Customer Service Rep asked for my name and a number to call, if we got disconnected. I appreciated this. I gave her my spiel and she asked for the date code, on the top of the battery. After reading it, to her, she said that would be covered, free of charge, under warranty and looked up the closest Service Center.
I had already looked up the Service Center and knew it was 100 miles away. I was prepared for a fight as I didn't believe I should have to pay to ship a battery that came out defective.
That was a non-issue. Immediately, she told me the Service Center was too far and asked if it would be okay if she emailed me a prepaid shipping label. She said she could send it regular mail, if that was easier, for me.
Within minutes, I had a prepaid shipping label in my email. The only thing wrong with it is she spelled my name wrong. The important information was correct.
Today, I sent it out, with a note detailing the problem and my information, as she requested.
Thus far, I couldn't be more pleased, with the service. Sure, it would be better if I hadn't had an issue. It's nice to know we are off to a rocking start on rectifying the problem.
As this continues, I will update this thread. To me, it's worth paying more for a quality tool made by a company that actually stands behind their product. If this transaction continues as smoothly as it has started, I will be a huge proponent of DeWalt power tools.