A DeWalt Story

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Forum topic by bill1352 posted 03-04-2010 09:42 PM 1116 views 0 times favorited 6 replies Add to Favorites Watch
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130 posts in 3121 days

03-04-2010 09:42 PM

I thought I’d tell the folks about how I am being treated by DeWalt. I bought a factory reconditioned DW735 planer from Max Tool. I went there through the link on this page. I got it last Friday. Saturday I got it out of the box & ran my first board through. 18” long 4” wide Rosewood. It barely went through, the blades were so dull. It had 1/4 snipe at both ends and a divot in the middle from sitting stuck under the blades. I raised it a bit for the other side and only had the snipe. Monday I call Max Tool, they tell me its not their problem because it was reconditioned by DeWalt. I call DeWalt and they say how sorry they are & will send new blades. I opened it up to flip the blades & found that somebody ran the power cord thru while it was running. One blade had arc burns and rubber, the other 2 were thick with rubber. I run about 25 boards, none over 20” or 5” wide. 20 have big snipe on the outfeed end. The locking rollers must not be working. Yesterday I call DeWalt looking for somebodys backside to shove this planer up. They say they will pass the info to the service department and not to worry it is under warrenty. Today the service department calls, we go thru the issues. The guy says I’ll get a call next week. It takes that long for him to get a brand new planer in. He will call, I’ll bring this one to the service center & we will swap, even up. Now that is a company that cares about making sure customers get what they pay for. Max Tool can take a hike, they wouldn’t even send out a new set of blades. I’m glad now they didn’t, I get a brand new planer, but any company that treats their customers like that doesn’t deserve customers.

-- Keep Your Stick On The Ice

6 replies so far

View SnowyRiver's profile


51457 posts in 3480 days

#1 posted 03-04-2010 09:53 PM

Glad you got it all worked out. Its nice in todays world to know that there are still some companies out there that care.

-- Wayne - Plymouth MN

View Scott Bryan's profile

Scott Bryan

27250 posts in 3821 days

#2 posted 03-04-2010 11:56 PM

Bill, I really like to hear customer service stories like this (from DeWalt, of course). I have always had a great deal of respect for DeWalt tools but have never had the opportunity to use their customer service. I am glad this worked out for you.

-- Challenges are what make life interesting; overcoming them is what makes life meaningful- Joshua Marine

View Bill White's profile

Bill White

4931 posts in 3960 days

#3 posted 03-05-2010 12:36 AM

That’s the reason I’ve always been skeptical about “reconditioned” tools.


View Beginningwoodworker's profile


13345 posts in 3672 days

#4 posted 03-05-2010 12:55 AM

Bill, I have never had a problem with reconditioned tools.

View JasonWagner's profile


527 posts in 3179 days

#5 posted 03-05-2010 01:20 AM

I got a reconditioned Dewalt compressor. It said reconditioned in Mexico. It worked one time during the break-in period. First time I went to use it…nothing. Tried to see the problem myself and while taking things apart I noticed that less than half of the screw holes actually had screws in it. The hose clamps were all beat up too. Couldn’t fix it. Got it fixed at a service center and after 3 weeks I got it back. It ran like it should for a while. Then it started leaking. I couldn’t tell where. I thought it was the head gasket. Long story short it was the check valve from the piston to the tank. It looked like it had been in an underwater shipwreck for 20 years it was so corroded. This couldn’t have been because of my very light use and always emptying the tank. Meaning this thing was crap when they refurbed it. I ordered parts from some place online only minutes before I was going to throw the whole thing away. I will never order reconditioned tools from Dewalt. I am more than happy with all of their other “new” tools I own.

-- some day I hope to have enough clamps to need a clamp cart!

View ardbeg's profile


102 posts in 3027 days

#6 posted 03-07-2010 09:54 AM

I ordered a reconditioned DeWalt 618 router kit from When I got it, it looked as though DeWalt had done nothing with it but put it back in a box and ship it out. It had rust on the handle bolts, the base looked like someone had dragged it over a gravel driveway, and here is the kicker the shaft had been cross-threaded. I couldn’t get the collet to screw on more than two revolutions and it was visibly crooked. Toolking apologized, refunded all of my money and paid for return shipping. I will do business with them again but have lost faith in the DeWalt reconditioned program. It also left a bad taste in my mouth about yellow routers so I bought a Bosch 1617 kit instead and love it.

-- You may delay, but time will not. --Ben Franklin

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