Service complaint for DeWalt Service / Repair 14811 North East Airport Way, Portland, OR 97230

Service complaint for DeWalt Service / Repair 14811 North East Airport Way, Portland, OR 97230

November 5, 2005

DeWalt services broken tools, sells reconditioned tool and some new tools.

I wrote to DeWalt on their website. I was unable to find a "complaint or service" site, so I wrote to their Webmaster per their directions. This is 5 days later now and I have had no response on my own e-mail.

My Complaint about DeWalt.

In early August, I took a hedge trimmer with a broken blade in for repair, they filled out the paperwork, said the price was $42 and it would be 2 weeks and they would call. Then one of the clerks said, "why don't you just buy a new one and get 15% off from a trade-in, I agreed and then they did not have it in stock so they said it would still be 2 weeks.

After 3 weeks, I was in the area and stopped by to check on the trimmer. They asked why I came in if I did not get a call? They looked something up on the computer and said, wait for a call, its not here yet.

So after almost 3 months with no call I again stopped by the "Service Center." I was again asked why I came in if I did not get a call? The clerk could not find anything regarding my trimmer in the computer. A manager came out and started looking for the information. She remarked to the other person that "we will not be carrying yard/garden much longer." The manager-Jessica Jones then said the trimmer was not ordered-never ordered and "why did'nt I just go buy one at WalMart or HomeDept as it would be about the same price." When I explained about the trade-in she was perturbed and very rude. She acted like it was my fault for the confusion. She stated that the original order would have come across her desk and it never had and therefore it was not ordered. I then told her this was her problem, "not mine." She did not like that and defended her actions, the people in line behind me were asking "what had I ordered to cause this ruckus?" They were also puzzled by her response.

I just waited, she quit talking and wrote some information into the computer. She said "the trimmer has now been ordered and don't come in until we call you!"

A call came about 10 days later, I went out to pick up the trimmer. When she saw me at the counter, she came over and whispered something into the clerks ear and then gave me a disgusted look.

I then went home and tried to contact DeWalt about this very negative experience regarding their Service Operations Manager, but was unable to find a route other than writing to their Webmaster. I wrote a complaint requesting that it be forwarded to the correct person and have never received a response from DeWalt, as of today.

I will never darken their door again and will think twice before buying another DeWalt product.

Thank you,

Linda

Vancouver, Wa.98660

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