Complain about a product or service

DeWALT Tools

tania of Kwazulu Natal, South Africa March 12, 2010

We took one of our DeWalt drill in to be repaired and were informed that there are no spares available to do the repair. I have been trying to contact the South African agents for weeks trying to get spares but there telephone is never answered and they do not respond to emails. Eventually I emailed the head office and got a reply from Jeff S who has not assisted at all, he referred me to a branch in some other part of the world and their website is not even in english so that was of no help.

I can not understand how a company can sell expensive tools and then not sell the spares to repair them? We have a whole workshop full of DeWalt tools, I have now realised that they were a complete waste of money as they will never be able to be repaired. Surely a manufacturer has to provide back up support and spares for their products? if their tools were cheap I would understand, but their products are in the extremely expensive range! more like "the extreme waste of money" catagory

Eloy of San Antonio, TX October 6, 2009

every time i use the drill motor the brushs smoke and it looks like the drill motor will catch on fire

Sue of Portland, OR May 22, 2008

Zero customer service. Refused return of newly purchased, non-functioning items. Rude.

Trying to recoup money from credit card.

Brian of Wake Forest, NC September 20, 2007

Back in February of this year my Fathers barn (he lives in Dummerston, Vermont) burnt down. All of his tools and equipment were in the barn at the time of the fire so he lost everything. My father is retired and supplements his income by recycling metals. The loss of his tools was going to significantly impact his ability to make money for he and my mom. I wrote a letter to Bruce Brooks, the president of DeWalts industrial tool division telling about the fire and that my dad had used and loved DeWalt tools.

I asked Mr. Brooks if there was any way that DeWalt could help. Three weeks later UPS delivered a box to my fathers door containing a brand new 18 volt cordless drill, recipricating saw, flashlight annd circular saw all in a neat carrying case with charger and extra battery pack! My brother was there when dad opened the box and he actually had tears in his eyes. It was the first time dad had even smiled since the fire! DeWalt did not have to do anything for my dad, but they did. I can tell you that I will be buying DeWalt from now on.

Zane of Cookeville, TN June 4, 2007

I purchased a DeWalt DW735 planer from Lowes on 4/1/07. I was in the market for a planer, my purchase was also strongly influenced by the 60 gift card rebate Lowes was offering as well as the 60 cash rebate from Dewalt. I even called Lowes rebate center prior to purchasing to ensure I could redeem both rebates and was told I could by Randy (employee #4838). I quickly sent in both rebates and got a post card about 2 weeks ago notifying me that the "retailer you purchased from is not participating in this promotion". I found that odd as I checked with Lowes rebate center prior to buying to confirm I could use both rebates. On the Dewalt rebate form they made no mention of participating or non particiapting retailers, nor did they list any other stipulations which I had not met. I then emailed DeWalt's customer service and got a letter today stating the following:

"While researching your issue we found you also sent a rebate submission to the Lowes/Young America fulfullment center for the same amount. Since the Lowes program is the exact offer as the DeWalt DWIC00021, 13 inch planer 60 rebate and both are funded by DeWalt we are unable to honor your request submitted to the DeWalt Redemption Center for a second rebate on the same purchase".

I feel I have been misled by one or both companies. I probably did more to cover myself prior to the purchase than the average consumer would and feel there were several things that could have been done to prevent this situation. At some point prior to purchase either while on the phone with the rebate center or via a flyer or notice at the retailer, I felt I should have been informed that they did not intend for both rebates to be redeemed. At the very least it should have been printed in the "fine print" at the bottom of the rebate form.

Unfortunatly returning the item is not a possiblilty. I feel I am entitled to a 60 rebate from DeWalt. Please let me know if you can help me with this matter.

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