dnschmidt
Well-known member
Check out the official statement from Milwaukee currently playing live on the TTC on YouTube
Milwaukee is apparently going to do the right thing.
- Thread starter dnschmidt
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4xdog
Well-known member
Mistakes are made. That doesn’t bother me. Not owning them bothers me…..a lot. Only new car I bought ended up having multiple issues from the start and the dealerships acted like it was my problem. Never bought another car from that manufacturer ever. All I wanted was it fixed, but they wouldn’t do it. I had no problem with the defects, but the lack of ownership cost them my business.
Owning of this issue only draws me closer to Milwaukee. I don’t care a mistake was made, just own it and make it right. That is key to a good company and I will continue to buy their products.
Owning of this issue only draws me closer to Milwaukee. I don’t care a mistake was made, just own it and make it right. That is key to a good company and I will continue to buy their products.
scooby074
Well-known member
Theyre handling it perfect. Hats off to Milwaukee
Milwaukee for admitting fault and correcting in record time. Also to TTC bringing this to light.He got fired back in June.
merkyworks
Well-known member
Probably died on the hill just to be proven right in the end. I’ve been there and it *****, even when your proved right.
Same.
Nope, handling it perfect would be recalling and replacing all of them.
Also, they could have not screwed up in the first place....this just doesn't give them a pass in my books.
They are recalling and replacing all of them...
scooby074
Well-known member
I agree they should never have left the plant, but honestly what theyre doing is essentially a recall.
They are pulling stock, they are allowing replacements of failed ones under warranty, they ARE NOT recalling them all which would say anyone with a B, please send it back immediately to get an A.
theoldwizard1
Well-known member
Upper management got their bonuses in July !
I could never vote for them just because they call themselves Torque and Test.
Like the channel but that's just dumb.
Pretty sure they did say bring your B in to exchange for an A.
Only if it has failed though...
4xdog
Well-known member
That's not how I read it, @ItsNemo.
"If users are experiencing an issue, they are encouraged to send their tool in for repair or replacement by utilizing our eService portal - http://bit.ly/2cwwBwJ. All products with the “H96B” distinction on the serial code will be replaced with “H96A”."
Uh ... "If users are experiencing an issue" aka failed.
Bubba Fett
Well-known member
Milwaukee is doing the right thing.
I'm thinking the reason they are not issuing a full blown recall is because they believe that not all of them are experiencing the problem. Indeed, some people apparently have been using the B version without issue thus far.
They want to replace the known bad ones first, to help customers that have been let down. Then they will deal with the others, including unsold stock. It wouldn't be fair to recall and replace ones in stores that have not been sold, while users have bad ones. This is why they think they can get the affected ones switched by November.
I'm guessing a full recall will follow, since they are reverting back to the A version, and will need to produce enough stock to make that happen. My guess is they also want to inspect the bad ones first and figure out what the actual problem is, or if there are multiple issues that could affect other products (i.e. shared components).
Realistically, this is the best response we could expect.
I'm thinking the reason they are not issuing a full blown recall is because they believe that not all of them are experiencing the problem. Indeed, some people apparently have been using the B version without issue thus far.
They want to replace the known bad ones first, to help customers that have been let down. Then they will deal with the others, including unsold stock. It wouldn't be fair to recall and replace ones in stores that have not been sold, while users have bad ones. This is why they think they can get the affected ones switched by November.
I'm guessing a full recall will follow, since they are reverting back to the A version, and will need to produce enough stock to make that happen. My guess is they also want to inspect the bad ones first and figure out what the actual problem is, or if there are multiple issues that could affect other products (i.e. shared components).
Realistically, this is the best response we could expect.
I wouldn't say 100% the right thing, they only doing this after online outcry/evidence and some relevant failure numbers make them panic a bit.
You best not forgetting there was a motive for this design and it was nothing to do with "nothing but heavy duty" Milwaukee slogan or consumer benefit in any way, it purely an effort to simplify manufacture design of something that had been deemed as perhaps excessive durability with room to cut costs for more profit potential .
If these changes been done improve power or reduce retail pricing it be more forgivable but it most certainly wasn't .
The 100% right thing would be allow anyone who purchased a B model exchange it for an A regardless of fact of failure/faulty as you purchased a tool that not matching what marketed or meeting the high standards of nothing but heavy duty.
If I was working in the field this tool be total liability with risk of crapping out at any time, that would be total ballache & you would want the A model as that the quality you been expecting ...
You best not forgetting there was a motive for this design and it was nothing to do with "nothing but heavy duty" Milwaukee slogan or consumer benefit in any way, it purely an effort to simplify manufacture design of something that had been deemed as perhaps excessive durability with room to cut costs for more profit potential .
If these changes been done improve power or reduce retail pricing it be more forgivable but it most certainly wasn't .
The 100% right thing would be allow anyone who purchased a B model exchange it for an A regardless of fact of failure/faulty as you purchased a tool that not matching what marketed or meeting the high standards of nothing but heavy duty.
If I was working in the field this tool be total liability with risk of crapping out at any time, that would be total ballache & you would want the A model as that the quality you been expecting ...
Madjik Man
Well-known member
- Joined
- Dec 3, 2015
- Messages
- 1,540
Nice damage control.
Of course it begs the question: what would their response have been if they weren’t so publicly called out?
Of course it begs the question: what would their response have been if they weren’t so publicly called out?
If I had one, I would make sure it failed. If you look at the test, it shows you how to "help it along".
Much better than the auto manufacturers.
It is hard to see how their testing didn't reveal a problem.
Doesn't seem to take much to make it fail. Go find a lug nut.
KnurledNut
Well-known member
Im more impressed with the fact that they got caught with their pants down and everyone is letting them off the hook with a pat on the back.
An honest mistake is one thing. A dishonest one on the other hand...carry on fanboys.
Do you expect the CEO to commit seppuku?Im more impressed with the fact that they got caught with their pants down and everyone is letting them off the hook with a pat on the back.
An honest mistake is one thing. A dishonest one on the other hand...carry on fanboys.
You're projecting your fanboyism onto Milwaukee's words.
Experiencing an issue means the tool is not currently performing to specification, as per pretty much every single warranty on any brands tools in all of time. Would you expect them to warranty a tool because you feel like it's too heavy to hold all day too? lol
Im more impressed with the fact that they got caught with their pants down and everyone is letting them off the hook with a pat on the back.
An honest mistake is one thing. A dishonest one on the other hand...carry on fanboys.
How is it dishonest?Like I said, it seems to break easily so go find something to break it on if you think they won't just take it back.
Do you own the B version? If so, use it until either it fails and you can return it to get the A version, or it doesn’t fail and you can trust it.
dr_clyde
Well-known member
I’m no fanboy but it’s pretty clear they’re allowing a replacement for pretty much any reason. They may not even need you to specify a reason.
A recall is typically reserved for safety issue or some sort of legal liability. It’s possible using the word “recall” has legal ramifications, I don’t know I’m not a lawyer.
If you have ANY issues you get a full replacement no questions asked, and they’re pulling stock from shelves. If you have one of the B models and it works, you can keep it and use it. If you want to trade it in, you can do so and they’re not going to question it.
I see zero issues with this.
jayemm
Well-known member
An intermittent switch problem should be a valid reason even if it doesn't happen at the time you return it. Who wants to be stranded on a job in the field. One needs confidence in reliability of their tools. The problems weren't just pin failures.
A legit point of view. If Torque had not pulled their pants down they likely would have gotten away with it. But, considering how easily they could have weaseled out of it by simply referring to their warrantee (like they did in their initial response) their modified response is better than expected I believe.Im more impressed with the fact that they got caught with their pants down and everyone is letting them off the hook with a pat on the back.
An honest mistake is one thing. A dishonest one on the other hand...carry on fanboys.
anndel
Well-known member
Both spot on. Sorry couldn't get knurlednut's quote in here but spot on. I wondered if TTC didn't go on the air and others on You Tube, Milwaukee would try to see if they could get away with it?
Probably.