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
done, Dewalt.
On 25 Jun, 14:47, Jimbo <[email protected]> wrote:
> 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
> done, Dewalt.
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!
On Jun 25, 7:25 pm, ROY! <[email protected]> wrote:
> On Mon, 25 Jun 2007 11:47:54 -0700, Jimbo <[email protected]> wrote:
> >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
> >done, Dewalt.
>
- 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?
On Jun 25, 1:47 pm, Jimbo <[email protected]> wrote:
> 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
> done, Dewalt.
When you consider that the battery/charger combination could have
burned your home down, I suspect that Dewalt has told all dealers to
get all evidence of problems out of the hands of the
customer....before someone considers a lawsuit.
TMT
On Jun 25, 8:51 pm, DerbyDad03 <[email protected]> wrote:
> On Jun 25, 7:25 pm, ROY! <[email protected]> wrote:> On Mon, 25 Jun 2007 11:47:54 -0700, Jimbo <[email protected]> wrote:
> > >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
> > >done, Dewalt.
>
> - 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.
On Jun 25, 9:17 pm, Too_Many_Tools <[email protected]> wrote:
> On Jun 25, 1:47 pm, Jimbo <[email protected]> wrote:
>
> > 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
> > done, Dewalt.
>
> When you consider that the battery/charger combination could have
> burned your home down, I suspect that Dewalt has told all dealers to
> get all evidence of problems out of the hands of the
> customer....before someone considers a lawsuit.
>
> TMT
I took a number of photographs to cover that possibility :)
On Jun 26, 10:58 am, Jimbo <[email protected]> wrote:
> On Jun 25, 8:51 pm, DerbyDad03 <[email protected]> wrote:
>
>
>
> > On Jun 25, 7:25 pm, ROY! <[email protected]> wrote:> On Mon, 25 Jun 2007 11:47:54 -0700, Jimbo <[email protected]> wrote:
> > > >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
> > > >done, Dewalt.
>
> > - 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.
Ooops, I messed up the thread. This was in response to ROY!'s
question "What is this 'more' you speak of?" Of course, I assume he
meant to ask "What is this 'more' of which you speak?" :)
On Jun 26, 10:41 pm, "Edwin Pawlowski" <[email protected]> wrote:
> "Jimbo" <[email protected]> wrote in message
> >> When you consider that the battery/charger combination could have
> >> burned your home down, I suspect that Dewalt has told all dealers to
> >> get all evidence of problems out of the hands of the
> >> customer....before someone considers a lawsuit.
>
> >> TMT
>
> > I took a number of photographs to cover that possibility :)
>
> Your house did not burn down, you car did not explode, and you have a new
> charger and batteries. Comes under the category of "shit happens"
If you read my first post, you would see that I was fulsome in my
praise of Dewalt and their treatment of the situation. I stand by
that.
On Jun 26, 10:40 pm, "Edwin Pawlowski" <[email protected]> wrote:
> "Jimbo" <[email protected]> wrote in message
> > Ooops, I messed up the thread. This was in response to ROY!'s
> > question "What is this 'more' you speak of?" Of course, I assume he
> > meant to ask "What is this 'more' of which you speak?" :)
>
> 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
> whole"
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.
On Jun 26, 6:06 pm, ROY! <[email protected]> wrote:
> On Tue, 26 Jun 2007 14:58:35 -0000, Jimbo <[email protected]> wrote:
> >On Jun 25, 8:51 pm, DerbyDad03 <[email protected]> wrote:
> >> On Jun 25, 7:25 pm, ROY! <[email protected]> wrote:> On Mon, 25 Jun 2007 11:47:54 -0700, Jimbo <[email protected]> wrote:
> >> > >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
> >> > >done, Dewalt.
>
> >> - 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.
>
> Perhaps it's you who does not understand. They replaced the damaged
> parts. What more are you owed?
On Jun 26, 6:06 pm, ROY! <[email protected]> wrote:
> On Tue, 26 Jun 2007 14:58:35 -0000, Jimbo <[email protected]> wrote:
> >On Jun 25, 8:51 pm, DerbyDad03 <[email protected]> wrote:
> >> On Jun 25, 7:25 pm, ROY! <[email protected]> wrote:> On Mon, 25 Jun 2007 11:47:54 -0700, Jimbo <[email protected]> wrote:
> >> > >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
> >> > >done, Dewalt.
>
> >> - 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.
>
> Perhaps it's you who does not understand. They replaced the damaged
> parts. What more are you owed?
Not owed anything - which is why I praised their customer service.
On Jun 28, 1:29 am, "Lee Michaels" <leemichaels*[email protected]>
wrote:
> "Edwin Pawlowski" <[email protected]> wrote in message
>
> news:[email protected]...
>
>
>
> > "Jimbo" <[email protected]> wrote in message
>
> >> 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 would of been satisfied with a cocktail and a lap dance myself. :)
Hmm ... I never thought of that :)
What more? Well, they could have offered me a second battery at, say,
a $20 discount. Or say, a discount offer on my next Dewalt purchase.
"Jimbo" <[email protected]> wrote in message
news:[email protected]...
> 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
> done, Dewalt.
>
A few years back DeWalt had a recall on their chargers for this problem.
On Mon, 25 Jun 2007 11:47:54 -0700, Jimbo <[email protected]> wrote:
>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
>done, Dewalt.
You brought them a damaged battery and charger.
They replaced it with new.
What is this 'more' you speak of?
"Edwin Pawlowski" <[email protected]> wrote in message
news:[email protected]...
>
> "Jimbo" <[email protected]> wrote in message
>>
>> 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 would of been satisfied with a cocktail and a lap dance myself. :)
"Jimbo" <[email protected]> wrote in message
>> When you consider that the battery/charger combination could have
>> burned your home down, I suspect that Dewalt has told all dealers to
>> get all evidence of problems out of the hands of the
>> customer....before someone considers a lawsuit.
>>
>> TMT
>
> I took a number of photographs to cover that possibility :)
>
Your house did not burn down, you car did not explode, and you have a new
charger and batteries. Comes under the category of "shit happens"
"Jimbo" <[email protected]> wrote in message
>
> 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.
"ROY!" <[email protected]> wrote in message
news:[email protected]...
> On Mon, 25 Jun 2007 11:47:54 -0700, Jimbo <[email protected]> wrote:
>
>>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
>>done, Dewalt.
>
> You brought them a damaged battery and charger.
> They replaced it with new.
> What is this 'more' you speak of?
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
safety issues.
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.
"Jimbo" <[email protected]> wrote in message
> Ooops, I messed up the thread. This was in response to ROY!'s
> question "What is this 'more' you speak of?" Of course, I assume he
> meant to ask "What is this 'more' of which you speak?" :)
>
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
whole"
On Tue, 26 Jun 2007 14:58:35 -0000, Jimbo <[email protected]> wrote:
>On Jun 25, 8:51 pm, DerbyDad03 <[email protected]> wrote:
>> On Jun 25, 7:25 pm, ROY! <[email protected]> wrote:> On Mon, 25 Jun 2007 11:47:54 -0700, Jimbo <[email protected]> wrote:
>> > >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
>> > >done, Dewalt.
>>
>> - 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.
>
Perhaps it's you who does not understand. They replaced the damaged
parts. What more are you owed?