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General Category => General Scroll Saw Talk => Topic started by: KarlB on August 04, 2017, 09:02:06 pm
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Well I got a new saw out of the problems I had.
I didn't want to say anything until the new saw was in hand!
I got a hold of DeWalt customer service (by phone) and they had not received a message I Emailed them regarding the problem (with photos). I resent the photos, but they also told me they would have to talk to the manager of the service center and I should expect a response in a few days. Well a Email to me a short time later said the manager would be out until the 31st. (Monday last) (This conversation was on the 25th.)
So the next day I get a call at home from the service center and they apologized for the condition and said the shipper must have damaged it. :o
He said he would warranty the saw and he got one ordered to be sent to me. I packaged up the saw and Thursday they picked up and Friday it was delivered to the service center.
Yesterday I received the new saw!
I am happy with the customer service and I'm glad they took care of the problem.
On a side note: I asked the service center rep why they etched the service order number on the housing of the motor and he said "they always do because not everyone saves their receipt". I asked if I were to send a saw in the future could they put the number somewhere else? (Like under the stand housing?) He said they could that I would just have to it them know.
I did find this explanation a bit bogus as the motor has a unique number and they would keep their own records which is all they would need!
Anyway I was happy to get a new saw now without the issues and now I'm ready to start cutting again......but can I? I will post another topic regarding the new saw and it's operation.
Karl
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getting that new saw sounds like a good service to me!
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Seems like the "service center" needs some schooling on customer service. And I don't believe for a minute that the shipper did all that damage. How in the world was it packaged for shipment?
Ray