Milwaukee Electric Tool Corporation

I called and left a message on 3/26/and 3/27/15, and sent an email on 3/27/in an effort to reach Ms [redacted] We finally exchanged emails and were able to talk on 3/31/ I was able to explain that we have performed extensive testing on these products (heated hoodie) without any damage to the zipperOur initial conclusion was a problem with the dryer, or the zipper was exposed to an outside heat source The root cause has not been determined I also explained that we value them as a Milwaukee customer, and as such we will be replacing the Grey Hoodie (Large) at no charge to them as a goodwill replacementIn addition I’m including a battery charger and battery Ms [redacted] was satisfied with this solution and I confirmed that she feels this was adequately resolved The replacement hoodie was shipped from our [redacted] location on Friday 4/3/ I believe this issue has been resolved Regards, [redacted]

HelloI apologize for the delayed response However, we reached out to the customer on 1/4/to resolve; mistakenly did not update Revdex.com We informed the customer that we would try to locate a replacement part and send to him We have provided the customer a direct contact number for updatesThanks, Pamela W***

We were able to locate the correct part needed to ship to the customer; the customer accepted the offerThanks, Pamela W***

Our records show that on 11/27/we spoke with Mr [redacted] Although our records noted that he was aware of the Tax and Freight charges, he said he was not advised there would be a shipping charge added to his orderWe issued a credit for the full shipping charge ($7.33) on 11/30/ The credit was issued on invoice 14380811RM.I believe this has been resolved to the customers satisfaction.Regards [redacted] Milwaukee ToolCoordinator: End User Technical Service

I requested information from the customer in which he responded on yesterday with the details via email. I replied back to the customer that I received it and will respond back with an update this week once I review completely. Thanks, Pamela [redacted]

Hello ***,Thank you for the email and attachment.I will follow up with Mr*** tomorrow and send you our plan to resolve this issueHave a great nightRegards,***

I have spoken with Mr [redacted] numerous times regarding this complaintBecause he is a dedicated Milwaukee customer, we are going to exchange his tool for a new unit at no cost to himThis was a one-time offer as a goodwill gestureWe sent him a prepaid shipping label for the return of his tool, and shipped him a new unit on 4/23/ Mr [redacted] was happy with this course of action and told me he considered this closed We also discussed the results of my investigation regarding Mr [redacted] ’s comments and separated them into main statementsI documented the results of my investigation below I have a tool that was repaired under warranty for an issue in November of last yearIt failed again after approximately one hour of use for same type symptomsI took it back in and the tool was sent for repairI was told that the failure was a broken gear and that it was not covered because of wearEven the local rep at the service center agreed that gears do not break as part of wear and tear, and that that went against everything he was taught as a technician I spoke with the technician: He said you asked “what the gears were made of” and “how come gears break”His response was that the only time gears break is if they were under “heavy load”, that the tool jams and the tool was kept under load until a gear breaksI checked with our corporate trainer and he confirmed the gear train on this tool has been very reliableOur warranty analysis shows the gears as having a ½ of 1% warranty rate The tool at this point was about days outside the warranty period, but because of the fact that it was related to the previous repair they were going to attempt to warrant the repair Every MILWAUKEE power tool is warranted to the original purchaser only to be free from defects in material and workmanshipSubject to certain exceptions, MILWAUKEE will repair or replace any part on an electric power tool which, after examination, is determined by MILWAUKEE to be defective in material or workmanship for a period of five (5) years [redacted] after the date of purchase unless otherwise notedThe manufacturing date of the product will be used to determine the warranty period if no proof of purchase is provided at the time warranty service is requested Without a receipt we use the date of manufacture to determine warranty eligibilityIn this case, your tool was manufactured in February of This would equate to a warranty period ending in February of Both the November and March repair requests are more than one year outside the warranty period I was quoted a repair cost greater that what I paid for the tool new so I declined stating that I would just repair the tool myself The Lightening Max Repair price you were quoted was $As was explained to you, this is the maximum it would cost you for this repairIf the actual parts and labor were less, you would be charged the lesser amount This tool has a list price of $556.00, with the internet sale price ranging from $to $The $ maximum price you were quoted is less than the purchase price of a new tool I was told that the tool would be returned in a state of partial disassembly and I agreedI was not prepared however for the condition that it was returnedIt was in a state of complete disassembly and just dumped in a clear plastic bag Every single part (and I mean every part) was dripping with gear box grease All the electrical and electronic parts were covered in grease , essentially making the tool unrepairableI estimate 6hrs to clean the parts and still don't know if it would be able to be doneThis seems to have been done as an intentional act of retaliation for not allowing them to do the repair When you dropped off the tool at the Dallas Branch the receipt you were given states in capital letters that “MOST UNREPAIRED TOOLS ARE RETURNED DISASSEMBLED”In the case of your repair, being that the analysis required going into the gearcase, the tool had to be almost completely disassembledI can assure you this was not done as “an intentional act of retaliation” but rather we followed the documented process that we always follow I have since made attempts through CS to reach a manager and went so far as to have one of the managers of a local Home Depot contact a manager on my behalf I was promised a call and then again dismissed I have spoken with Mr [redacted] numerous times during my investigationThis has taken some time on my end to contact the people you spoke with, obtain feedback from our corporate trainer, and consult with our Quality Engineering staff, so we could determine the next course of action [redacted] Milwaukee Electric Tool

Hello Revdex.com, We contacted the customer for more details on the shipment. Per the customer, he shipped the item to our Brookfield Branch via USPS and no tracking available. We have reached out to our Branch and as of today, there is no record of a trimmer being
delivered. We have requested the customer to provide POP and we will replace as a one time courtesy. Thanks, Pamela ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I would like to state that the warranty period on this tool is years from purchase date, NOT the manufacture date as stated by Milwaukee The tool was purchased on January 27th (for less than the amount quoted for repair) which puts the warranty period less than days out from when this tool was dropped off for repair I would also like to add that the tool was repaired under warranty for the same symptom although different issue months prior to this incident I do NOT agree that the tool was used under HEAVY load, as the tool was being used to drill only (5) 3/8" by 4" holes in relatively new concrete when it failed I weigh 124lbs and am not physically capable of "overloading this tool I use this tool sparingly and was told by the service technician that this tool should be able to handle constant daily use without breaking gears.I am happy with the resolution, as it is beyond what I requested, as I only asked for the tool to be cleaned to the point that it was serviceable, and acknowledgement that the condition it was returned to me in was unacceptable by any standards outside of Milwaukee Although I accept the resolution and am glad for it, I do feel that Milwaukee (in the tone of their written response) has failed to take responsibility for the issue at hand The tone of the response seems to s\lay blame solely on me ,but they are replacing the tool to keep me as a customer
Regards,
*** ***

Hello ***,We sent Mr*** a replacement tool at no charge.He signed for it on July 13th.I have requested confirmation from him that we have satisfied his request but have not heard back from him.Regards,*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is
satisfactory to me. Hi, I received the following letter this morning. I have been contacted by *** *** regarding this complaint and he sent me new replacement parts for my saw at no cost to meI reassembled the saw yesterday and it works perfectly as designedI am happy with the resolution of my complaint. Thank you for your intervention in this matterWithout your help I was making no progress at getting my saw repairedThe damage to the primary worm drive gears was clearly a manufacturing flaw and impossible for a user to cause. Again, Thank you for your help. Later --- ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
would have never guessed it would have been such a headache dealing with milwaukee tools they did replace the trimmer after a month of going back and forth with them regarding the issue and to be honest the problem is still not resolved but im so over dealing with Milwaukee that im just going to take it as a loss and move forward with a better understanding on the horrible customer service Milwaukee delivers in further purchasesMilwaukee replaced the weed eater however refuse to replace my additional batteries that I sent in with my trimmer (total batteries ) and are saying they need proof of purchase when they know that my proof of purchase was located in the box with everything else as I was instructed to do by Milwaukee originallyi finally just said whatever and hung up because this is just ridiculousive spent thousands of dollars with Milwaukee personally and with my businessIve stood by their brand for years strong but after this I doubt ill ever make that mistake againdewalt not only upgraded me to the newest drill combo at the time when my drill motor burned up but they also sent me $gift card for dewaltHowever Milwaukee on the other hand was not only a complete headache but after it was all said and done I not only lost batteries but had to go over a month with fighting with them just to take a lossHORRIBLE CUSTOMER SERVICE AND ABSOLUTELY NO CUSTOMER APPRECIATION
Regards,
*** ***

It took some time but I was finally able to connect with Mr***. Here is our plan to resolve thisMr*** stated he was satisfied with this course of action. Please call me if you have any questions. Regards,

Dear Customer, A Milwaukee representative will be contacting you today to resolve.  I do apologize for the inconvenience and hope that you remain a Milwaukee customer. Thanks, Pamela [redacted]

I called and left a
message on 3/26/15 and 3/27/15, and sent an email on 3/27/15 in an effort to
reach Ms. [redacted]. We finally exchanged emails and were able to talk on 3/31/15.
I was able to explain that
we have performed extensive testing on these products (heated hoodie) without
any...

damage to the zipper. Our initial conclusion was a problem with the dryer,
or the zipper was exposed to an outside heat source.  The root cause has
not been determined.
I also explained that we
value them as a Milwaukee customer, and as such we will be replacing the Grey
Hoodie (Large) at no charge to them as a goodwill replacement. In addition I’m including
a battery charger and battery.
Ms. [redacted] was satisfied
with this solution and I confirmed that she feels this was adequately resolved.
The replacement hoodie was
shipped from our [redacted] location on Friday 4/3/15.
I believe this issue has
been resolved.
Regards,
[redacted]
[redacted]

I have spoken with Mr. [redacted]
numerous times regarding this complaint. Because he is a dedicated Milwaukee
customer, we are going to exchange his tool for a new unit at no cost to him. This
was a one-time offer as a goodwill gesture. We sent him a prepaid shipping
label for the return of his...

tool, and shipped him a new unit on 4/23/15. 
Mr. [redacted] was happy with
this course of action and told me he considered this closed.
We also discussed the results
of my investigation regarding Mr. [redacted]’s comments and separated them into 5
main statements. I documented the results of my investigation below.
I
have a tool that was repaired under warranty for an issue in November of last
year. It failed again after approximately one hour of use for same type
symptoms. I took it back in and the tool was sent for repair. I was told that
the failure was a broken gear and that it was not covered because of normal
wear. Even the local rep at the service center agreed that gears do not break
as part of normal wear and tear, and that that went against everything he was
taught as a technician.
I spoke with the technician:
He said you asked “what the gears were made of” and “how come gears break”. His
response was that the only time gears break is if they were under “heavy load”,
that the tool jams and the tool was kept under load until a gear breaks. I checked
with our corporate trainer and he confirmed the gear train on this tool has
been very reliable. Our warranty analysis shows the gears as having a ½ of 1%
warranty rate.
The
tool at this point was about 35 days outside the warranty period, but because
of the fact that it was related to the previous repair they were going to
attempt to warrant the repair.
Every MILWAUKEE power tool is
warranted to the original purchaser only to be free from
defects in material and workmanship. Subject to certain exceptions, MILWAUKEE
will repair or replace any part on an electric power tool which, after
examination, is determined by MILWAUKEE to be defective in material or
workmanship for a period of five (5) years* after the date of purchase unless
otherwise noted. The manufacturing date of the product will be used to
determine the warranty period if no proof of purchase is provided at the time
warranty service is requested.  Without a receipt we use the date of manufacture to
determine warranty eligibility. In this case, your tool was manufactured in
February of 2008. This would equate to a warranty period ending in February of
2013. Both the November 2014 and March 2015 repair requests are more than one
year outside the warranty period.
I was quoted a repair cost greater that
what I paid for the tool new so I declined stating that I would just repair the
tool myself.
The Lightening Max Repair price
you were quoted was $237.00. As was explained to you, this is the maximum it
would cost you for this repair. If the actual parts and labor were less, you
would be charged the lesser amount.  This tool has a list price of
$556.00, with the internet sale price ranging from $291.00 to $437.00. The $227
maximum price you were quoted is less than the purchase price of a new tool.
 
I
was told that the tool would be returned in a state of partial disassembly and
I agreed. I was not prepared however for the condition that it was returned. It
was in a state of complete disassembly and just dumped in a clear plastic bag.
Every single part (and I mean every part) was dripping with gear box grease.
All the electrical and electronic parts were covered in grease , essentially
making the tool unrepairable. I estimate 6hrs to clean the parts and still
don't know if it would be able to be done. This seems to have been done as an
intentional act of retaliation for not allowing them to do the repair.
When you dropped off the tool
at the Dallas Branch the receipt you were given states in capital letters that
“MOST UNREPAIRED TOOLS ARE RETURNED DISASSEMBLED”. In the case of your repair,
being that the analysis required going into the gearcase, the tool had to be
almost completely disassembled. I can assure you this was not done as “an
intentional act of retaliation” but rather we followed the documented process
that we always follow.
 I
have since made attempts through CS to reach a manager and went so far as to
have one of the managers of a local Home Depot contact a manager on my behalf.
I was promised a call and then again dismissed.
I
have spoken with Mr. [redacted] numerous times during my investigation. This has
taken some time on my end to contact the people you spoke with, obtain feedback
from our corporate trainer, and consult with our Quality Engineering staff, so
we could determine the next course of action.
[redacted]Milwaukee Electric Tool

I spoke with Mr. [redacted] regarding this complaint. He explained that he had not had problems with the other tools he has dropped off. That he expected these to be covered like all the tools in the past.  He did not like being asked for a proof of purchase. I explained our warranty statement...

in regards to what is covered (defects in materials or workmanship) and what would not be covered (misuse, alterations, abuse, normal wear and tear, lack of maintenance, or accidents).  I also explained that our warranty policy is for the Original Purchaser Only. I explained that Mr. [redacted] has brought in 54 tools for warranty repair in 2015. Based on the high quantity of tools being submitted by an individual, we asked for proof of purchase (receipt or invoice) for the 13 products recently submitted to us. Although he stated he has purchased 200 Milwaukee products, he is unable to provide one. As a onetime goodwill gesture we are going to repair two of the tools and replace one battery at no charge to him. These, along with the other tools will be held for pickup for him. He understands this is a goodwill gesture and any future warranty claim requests will require a proof of purchase. [redacted] Milwaukee Tool

Hello. I apologize for the delayed response.  However, we reached out to the customer on 1/4/2017 to resolve; mistakenly did not update Revdex.com.  We informed the customer that we would try to locate a replacement part and send to him.  We have provided the customer a direct...

contact number for updates. Thanks, Pamela W[redacted]

I requested information from the customer in which he responded on yesterday with the details via email.  I replied back to the customer that I received it and will respond back with an update this week once I review completely. Thanks, Pamela [redacted]

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]
 
 The business has provided a replacement tool. Although I am still disappointed in The lapse of customer service that lead to the complaint being filed. I am grateful to the company for the resolution.