Sent this to the new CEO at DeWalt. Lets see if I get a response.
Dear Mr Allan,
On Wednesday 22nd February my DHS780 Mitre saw failed to operate when I pressed the trigger. I called your customer service and spoke to a gentleman. From his accent I assumed he was in the Philippines. He asked for all my details which I gave him but I was unable to give him the date of purchase as I was on site and had this information at home. I assumed since I registered for the 3 year warranty this information was available to him but apparently not.
I called back the next day and supplied this information. I was told someone would be in touch to arrange repair but by Saturday no one had made contact. I called again and spoke to a different gentleman who again sounded like he was from the Philippines. Again I was told someone would contact me but again no one contacted me.
On Wednesday 29th February I did some of my own investigation and found a number for DeWalt in Slough. I spoke to David who was very helpful and it was only then did I get help that I had asked for a week before. This number was quite difficult to find and not freely available on the internet. Had I not found this number through a third party I'm sure I would still be waiting on a response from your customer service.
I've been on the DeWalt platform for over 20 years since I lived near your factory in Spennymoor Co Durham. I've read many negative remarks recently on social media regarding the lack of customer service. I've ready many loyal customers have moved over to other brands due to this. I also learned you have taken the DHS780 from sale due to the numerous problems they've had. this is concerning considering I paid around £800 for the saw about 18 months ago.
I appreciate any comments you may have.
Second email sent five minutes later that I forgot to mention in my first email.
In addition to my email sent to you less than five minutes ago. I forgot to add I've been on your webchat for over 25 minutes but the no one appears to be answering. Its impossible to speak to anyone on webchat. The webchat just appears to have an ever rotating yellow circle.
I would have thougth that the seller, Screwfix, would have to honour the warranty. If you paid for it with a credit card, can you put a claim in to the card company?
oz0707 wrote: ↑Sat Mar 11, 2023 5:20 pm
Did all you lot here get given dewalt nailers to trial at one point?
it was something like 3 or four lent to chez by dewalt i was offered to try one out but refuse as i would not give it heavy enough use to give a fair reveiw
i think fin tried one
i had to send my festool kapex mitre saw off for a warranty repair once a canny while back. festool sent up a geet big plastic box with straps to secure the saw into it. they then collected it the following day. had it for a week and sent it back fully repaired. could not knock that service at all.
fin wrote: ↑Sun Mar 12, 2023 12:43 pm
i had to send my festool kapex mitre saw off for a warranty repair once a canny while back. festool sent up a geet big plastic box with straps to secure the saw into it. they then collected it the following day. had it for a week and sent it back fully repaired. could not knock that service at all.
I had to wrap it up myself. Luckily I had bubble wrap but I had to adapt two cardboard boxes as the saw is that big it wouldn't fit. Took me about an hour.
Saying casually "yeah just send it down to Spennymoor" must sound easy on the phone but it weighs 25kg and is massive.
fin wrote: ↑Sun Mar 12, 2023 12:40 pm
i actually discovered how to find out how many nails it thinks its fired to the nearest thousand
IIRC you set the nailer to single fire and hold the trigger in for a certain amount of seconds. Then the light flashes every thousand nails it's fired.
I saw a post on Social Media yesterday where a FB Marketplace seller tried to pass off a DW nailer has barely used but when checked it had fired over 20k nails. The seller had cleaned the gun well so it did look as if it had minimal use. It's a handy tip to use.
Needless to say some poor bugger wouldn't have known this tip and bought it.
20k prob isnt a lot though is it? Whats in a box 2000? When i was on site you'd go through a box in no time prob a box a week easy if 1st fixing. Thats only 20 weeks work. I sold my dewalt gun after the 1 year warranty ran out. It never missed a beat tbf i prob should of kept it but it was so heavy and i think i got back more than i paid or the same amount as was sillly covid times. I described mine as clean and not used and abised but in hindsight prob had done 20k nails easy
I forgot to say I received the saw back about 2 weeks ago. Haven't used it but they changed the motor and trigger. The year code changed so they must have had to change over the housing as I guess the old housing won't take the new motor.
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