Put my 9.6 volt battery on to charge and when I came back to it a
couple of hours later, I found the battery and charger almost melted
together. Called Dewalt and they told me to bring it to my local
customer service location which I did today. There, they replaced my
97 charger and 2001 battery with brand new products without any
quibble or discussion. I suppose I could have argued for more but I
was quite happy to get everything sorted out without argument. Well
A few years ago I took two 4 year old 12V batteries to a Dewalt
service center because they would only last a short time. I was
constantly recharging them. They tested the charger and said it was
fine. Even though the batteries were well out of warranty, they said
"If you'll buy one, we'll give you another one." Seemed reasonable to
me since they could have said "They're 4 years old - too bad."
I've since upgraded to their 18V system which I love even more.
Oh yeah...my wife was recently at a B&D outlet store and she was
talking to the sales guy about a B&D belt sander they had on sale.
When she mentioned that I love Dewalt tools and asked "Doesn't B&D own
Dewalt?" the guy said that she shouldn't buy the B&D because the
quality was so inferior. He didn't even carry Dewalt at the outlet
store, but he was willing to give up the sale since he knew I wouldn't
be happy. Now that's customer service!
- You brought them a damaged battery and charger.
- They replaced it with new.
- What is this 'more' you speak of?
Payment for emotional pain & suffering?
Reimbursment for gas?
Air freshener for the melted plastic smell?
I guess you don't understand the concept of excellent customer
service :) Excellent customer service is where you are delighted by
the response rather than just satisfied. In my case, I was satisfied
(mainly because I didn't have to argue with them) and am now looking
to be delighted.
On a side note, a number of people have asked me about the temperature
of the melted charger/battery. While I didn't measure that, it was
certainly hot enough for me to drop it (although that could have been
due to surprise). However, this all happened in my workshop and a lot
of expensive tools plus my car could have been involved in any fire
that might have occured.
We don't care about the phrasing as much as the answer to the question. What
is the "more" you either spoke of, spoke to, or spoke about? You had broken
parts, they gave you new parts. I don't see where they owe you anything
"more" to speak of In a court of law, I believe the term is "they made you
You are correct: in legal terms, they met their obligations. What
they did not do was take the opportunity to make me a Dewalt fan for
life. In marketing terms, they had the opportunity to make me an
advocate for their brand, and they did not do so.
OK, but you still did not answer the question. What more should/could they
have done? Pat you on the ass and tell you how handsome you are?
Candlelight and wine? Free tools for life?
I'm missing something here.
The very least they could have done was contact him with a post card
informing him of the recall, providing he registered his product with them.
99% of the time registration is encouraged by a manufacturer with the
explanation that this will aid verification of warranty coverage and help to
provide contact information in the event that there are future product
I had a DeWalt drill during the recall period and after hearing of the
recall looked into the issue. The DeWalt site listed which chargers and
serial numbers that were affected by the "Fire Hazard".
I am thinking that if there was a fire hazard with some of their chargers
that more should have been done to locate the faulty chargers.
HomeOwnersHub.com is a website for homeowners and building and maintenance pros. It is not affiliated with any of the manufacturers or service providers discussed here.
All logos and trade names are the property of their respective owners.