The customer sent the tool directly to the manufacturer as suggested and apparently they agree with our repairman that the damage was not manufacturing defect but “worn to point of failure”
Complaint: ***I am rejecting this response because:
First, I DID indicated EXACTLY what was wrong with it the first time - it did not spin under friction "load", and the speed selector switch was spinning freely, and did not engage gearsAny of those deficiencies were obvious and any half-awake person would've discovered them without in-depth investigation and/or special skills
And finally, the "factory defect(s) would've shown up before" logic is seriously flawed because if it wasn't, what would be the point of giving year warranty if - again - any problem would've shown within [unspecified] much shorter period.Sincerely,*** ***
RE: ID [redacted]
Hahn Supply, Inc.
Dba Hahn Tool Center
The Milwaukee drill, model #5378-20, was sent to us via one of our customers (a builders supply) on behalf of the complainant. The customer gave no indication as to what was wrong...
the first time it was sent in and we missed the gear shifter issue. The second time it was sent in with the information that the tool would not work when under a load.
I found that the motor had been over heated and burnt, and the linkage in the shifting mechanism was bent. In my opinion this was not a manufacturing defect as the serial number indicated that it was manufactured in 2013 and a defect in workmanship should have shown up early on. I did leave the tool unassembled so that the customer could see the damage and we did not charge the customer for time or transportation.
I have given the customer our Milwaukee Tool account Managers phone number so he can contact him directly ([redacted]), or he can go to https://www.milwaukeetool.com/eService
where he can send the tool directly to Milwaukee for evaluation, including free shipping.
We regret that the customer is unsatisfied with our service but as an Authorized Repair Center we have to follow the manufacturer’s warranty guidelines.
The customer sent the tool directly to the manufacturer as suggested and apparently they agree with our repairman that the damage was not manufacturing defect but “worn to point of failure”
Complaint: ***I am rejecting this response because:
First, I DID indicated EXACTLY what was wrong with it the first time - it did not spin under friction "load", and the speed selector switch was spinning freely, and did not engage gearsAny of those deficiencies were obvious and any half-awake person would've discovered them without in-depth investigation and/or special skills
And finally, the "factory defect(s) would've shown up before" logic is seriously flawed because if it wasn't, what would be the point of giving year warranty if - again - any problem would've shown within [unspecified] much shorter period.Sincerely,*** ***
Revdex.com
RE: ID [redacted]
Hahn Supply, Inc.
Dba Hahn Tool Center
The Milwaukee drill, model #5378-20, was sent to us via one of our customers (a builders supply) on behalf of the complainant. The customer gave no indication as to what was wrong...
the first time it was sent in and we missed the gear shifter issue. The second time it was sent in with the information that the tool would not work when under a load.
I found that the motor had been over heated and burnt, and the linkage in the shifting mechanism was bent. In my opinion this was not a manufacturing defect as the serial number indicated that it was manufactured in 2013 and a defect in workmanship should have shown up early on. I did leave the tool unassembled so that the customer could see the damage and we did not charge the customer for time or transportation.
I have given the customer our Milwaukee Tool account Managers phone number so he can contact him directly ([redacted]), or he can go to https://www.milwaukeetool.com/eService
where he can send the tool directly to Milwaukee for evaluation, including free shipping.
We regret that the customer is unsatisfied with our service but as an Authorized Repair Center we have to follow the manufacturer’s warranty guidelines.