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Forum topic by americancanuck posted 04-20-2016 08:04 PM 1073 views 0 times favorited 27 replies Add to Favorites Watch
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americancanuck

262 posts in 2069 days


04-20-2016 08:04 PM

If I had cut my finger off with my scroll saw it would have been a far less painful experience than dealing with DeWalts Canadian customer service. I was trying to find a replacement switch and at this point I wish I hadn’t bothered. It is very sad but DeWalt is not the only guilty party in this whole fiasco. Customer service in this day and age is a thing of the past, as I guess so am I. The only up side of the whole ordeal is that because of my age I only have a few more years to deal with this lunacy. Good luck to all of you youngsters.


27 replies so far

View MrUnix's profile

MrUnix

4202 posts in 1658 days


#1 posted 04-20-2016 08:18 PM

Why would you call customer service for a switch? Just go online and order one from any of the half dozen or so aftermarket suppliers… less hassle and you know you are getting the right part – and usually much (sometimes significantly) cheaper than trying to get one from the OEM.

Cheers,
Brad

-- Brad in FL - To be old and wise, you must first be young and stupid

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nerdbot

97 posts in 820 days


#2 posted 04-20-2016 08:44 PM

Relatively speaking, I think I might qualify as “youngster” – while I agree it’s often cheaper and easier to take care of repairs myself, if I recently purchased my item I often go the official warranty route because I want to test their customer service/warranty and see if they really stand behind their products. I’ve learned it’s a sliding scale of effort – if it’s, say 2.5 years into a 3 yr warranty, then I usually just handle it myself because it seems for whatever reason, they put less effort in if your warranty is about to expire. I wouldn’t give Dewalt an A+, but maybe a solid B+/A- in my past experience. Sorry to hear it didn’t go well for you AmericanCanuck.

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americancanuck

262 posts in 2069 days


#3 posted 04-20-2016 10:34 PM

I don’t know why I even bother to try and raise peoples awareness any more. The reason that customer service doesn’t exist any more is because people allow this kind of thing to happen.

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builtinbkyn

651 posts in 400 days


#4 posted 04-20-2016 10:42 PM

You’re not wrong on that point. Seems we as consumers, should bear some of the responsibility for accepting poor customer service. I guess the days of Macys and Gimbels vying for customers via their customer service, are long gone. These young yahoos that run the companies today, probably never saw Miracle on 34th Street anyway LOL


I don t know why I even bother to try and raise peoples awareness any more. The reason that customer service doesn t exist any more is because people allow this kind of thing to happen.

- americancanuck

-- Bill, Yo!......in Brooklyn :)

View distrbd's profile

distrbd

2227 posts in 1906 days


#5 posted 04-20-2016 11:17 PM

Please tell us what happened .it’s sad when a company turns their back on you when you need them the most.
The switch on my dw788 has had a plastic cover for years due to the fact that sawdust tends to get in there and cause it to fail,I have heard blowing compressed air sometimes helps .what was wrong with the switch on yours?

-- Ken from Ontario, Canada

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Jim Finn

2408 posts in 2381 days


#6 posted 04-20-2016 11:21 PM



I don t know why I even bother to try and raise peoples awareness any more. The reason that customer service doesn t exist any more is because people allow this kind of thing to happen.

- americancanuck

People allow this to happen? How do you suggest we disallow it? Lawsuit?

-- "You may have your PHD but I have my GED and my DD 214"

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americancanuck

262 posts in 2069 days


#7 posted 04-20-2016 11:32 PM

Ken the switch on my saw has failed 3 times recently this is not the problem. with every previous failure I have simply adapted an aftermarket switch ( at the cost of $2.99) and gotten right back into production. this time I decided that I would spring for the extra bucks and buy a replacement from DeWalt. Due to the fact that I am located in rural Manitoba where there is no service center I called customer service in the US to get some assistance in locating the proper switch. They directed me to an agent in Edmonton who would not even answer the 2 phone calls that I made to them. If I wanted to buy a new saw I would have people falling all over me but if I just want to repair (on my own) a good product I should have to jump through hoops. When it comes time to purchase my next saw I will surely be looking to a source other that DeWalt.

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americancanuck

262 posts in 2069 days


#8 posted 04-20-2016 11:37 PM

Jim I don’t believe lawsuits are the answer to anything. I think that people should get a backbone and stand up for things that are right instead of worrying about their rights.

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builtinbkyn

651 posts in 400 days


#9 posted 04-20-2016 11:40 PM

Generally dollars do the talking and no lawyers are involved :) Don’t buy products where the customer service was left out of the deal. I know that’s easier said than done as we all buy what’s convenient or based on better price. However, as the OP stated, we let it happen and that’s difficult to refute.

I had a social studies teacher in HS back in the 70s that said McDs was the reason for most all of the consumer ills we face. They are the model for pay before you get your goods. They were the first to get us used to accepting that – well maybe Sears Roebuck was first, but his point was if you pay first and then get something you’re unhappy with, well what’s your recourse? He also said fast food programmed us to accept convenience over quality. Can’t say he was wrong.

People allow this to happen? How do you suggest we disallow it? Lawsuit?

- Jim Finn

-- Bill, Yo!......in Brooklyn :)

View Jim Finn's profile

Jim Finn

2408 posts in 2381 days


#10 posted 04-21-2016 12:17 AM

The question here is what to do after the purchase.

I agree, do not buy the stuff out there that supply poor service but the only way to find out is to make the purchase, have a problem, and then ask for service from them. Too late to disallow poor customer service from happening. Others experiences do not help. For every person complaining about customer service from any company there is one that brags on it.

-- "You may have your PHD but I have my GED and my DD 214"

View ArtMann's profile

ArtMann

131 posts in 275 days


#11 posted 04-21-2016 12:27 AM

From what you have said, they gave you a contact person who didn’t work out and that was the end of the story. How is that holding the company accountable? Couldn’t you call again?

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MrUnix

4202 posts in 1658 days


#12 posted 04-21-2016 12:32 AM

Due to the fact that I am located in rural Manitoba where there is no service center I called customer service in the US to get some assistance in locating the proper switch.

Hmmmm… do you think your location might just have exasperated the problem a bit?

Not wanting to be rude or anything, but if your original intent for posting was to ‘raise awareness’, then it didn’t come off like that IMO – more like you were just ranting and wanted some place to vent. The customer service experience can be dependent upon many factors. Throwing some additional unusual circumstances into the mix doesn’t help either. Like Jim said, one person can have a terrible time of it, while another will praise their going the extra mile for them.

Cheers,
Brad

-- Brad in FL - To be old and wise, you must first be young and stupid

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americancanuck

262 posts in 2069 days


#13 posted 04-21-2016 01:09 AM

Yes the fact of the matter is that I did want to rant. But that does not take away from the fact that service issues like this do exist and people should be aware of that when making a decision about whether or not to purchase a product. Especially people who live outside of the United States. and yes I could have, and in fact did, make another call and the issue was resolved, albeit grudgingly. But the point of my “RANT” was that customer service should be just that, Service to the customer, which I did not feel that I got from such a major company as DeWalt

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americancanuck

262 posts in 2069 days


#14 posted 04-21-2016 09:37 AM

What? no more comments

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ArtMann

131 posts in 275 days


#15 posted 04-21-2016 02:30 PM

Pardon me if I’m skeptical but I have heard that Grizzly, Laguna, Ridgid and Suffolk Machinery (Timberwolf bandsaw blades) all have terrible customer service. I have had occasion to call them all for various reasons and have received better treatment than I expected. I just don’t run in to this type of problem very often and never with woodworking tools. Maybe your problem is to your location.

Based on your comment about finally getting resolution to the problem (new information!), I wonder if there is still more to the story than you have revealed so far. If you really want credibility wrecking the reputation of Dewalt, you need to tell the whole story, including dates and what was said on both sides of the conversation.

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