Warranties & Backup Service

[DaFrogman]

Guys and Gals,

A bit off topic here, but I would like to relate a personal experience I just had with some great service.

I am a bit of a Dremel nut ..... Dremels are those small high speed power tools that have like a million different attachments that you can use to cut, grind, polish, shape etc etc.... hey for a tool HO like me its a must to have...

So anyway, I have 3 Dremels; 2 that use the traditional power cords (395 Models) with one mounted in its own drill press attachment and the other free hanging with a flex shaft attachment. BUT my all time most used Dremel is the 10.8v Cordless Lithium Ion battery model. It gets the most use, 'cos it wanders all over my workshop, car, boat, house.... hey basically everywhere.

So last Friday, after replacing a bunch of bolts on the boat's roof plate mountings and remounting the spotlight, I figure that I might as well cut off the over long bolt shafts so they don't snag a line or gash someones hand when the boat is rocking.

Anyway, I reach for my 10.8v Dremel, put in the cutoff wheel attachment and in about 5 minutes have cutoff 4 stainless steel bolts, when the tool starts to feel a bit hot and a few seconds later suddenly runs at full speed (tool is adjustable from 1000-30000rpm). Woah, turn off the tool thinking maybe I overheated it but I did "rest" it and changed batteries between bolts.

Anyway after that the tool would just switch to full speed the moment I turned it on, no matter what position the speed dial was on... OK time to leave that tool in the case.

So the next day I e-mail the Australian online tool store I got it from and as a backup I e-mail Dremel HQ in USA too, asking if they will sell and ship me a new speed control unit part for the tool and telling them about the problem. The tool has a 2year warranty and is in its 1st year of use.

The Australian shop comes back Monday to me to say that they have contacted the regional Dremel dealer and are waiting for a reply. The next day Dremel USA comes back to tell me that they usually ask for the tool to be sent to them for their techs to check, but given my far flung location, just this once, they decide to replace the tool and ship to me FOC without requiring a return and ask for my shipping address. No sad questions asked, no silly accusations of misuse. No humming and haaaing about spare parts and checking with the factory.

Now that guys and gals is SERVICE & BACKUP.

I have had similar good experiences with other US companies like Leatherman (Multitools), Benchmade (Knives) and Tool Logic (Knives/Torches). Its a reason I really like buying US made products over other products.

For fishing equipment, I reckon Accurate put all other Singapore manufacturers to shame, although to be fair that could just be because they have local representatives that believe in being proper distributors and agents.

How many other manufacturers actually stock a comprehensive range of spare parts at their so called agents or dealers?... Shimano?- NO WAY, Daiwa- NO WAY, AVET- Good Luck, Penn- Who is their dealer anyway?.

So tell me about your good service experiences , I gotta say that I do not mind paying a little more for a warranty that works and companies that give a damn about their customers.

Saimee

[MarkR]

Yup, AO's second to none when it comes to backup service

Brought my smashed blue rose B51SD to TTC some months back...the lady didn't even bother taking a look at the broken rod after I told her that I had purchased it over a year ago from their shop..."Sorriee mister, no more warranty, cannot help u" and she promptly turned to serve another customer

Write off...

[DaFrogman]

Just a follow up to this post.

Yesterday I received the replacement cordless Dremel tool from Dremel USA.

Guess what?.... I was expecting just the tool sans battery, BUT instead they sent me the entire replacement set complete i.e. Tool Case, Accessories, Battery, Charger (Correct Voltage). Shipping was born entirely at their cost. I did not shell out a single cent.

That my friends is SERVICE!!!!!.

I just wonder why we can't get manufacturers and their representatives in our region to even try and emulate half that level of service. Sheesh, I wish Shimano and Daiwa would be as responsive, especially considering the cost of their higher end gear.

Needless to say, I will be sticking with Dremel for my light power tool needs and their new XPR400 is next on the Saimee (Tool Ho Inc) list of "must buys" next month.

Regards,

Saimee

[edylie]

Saimee,

That is amazing. I felt that our local retail shops are lacking on this aspect and only one or two which really lives up to their name when doing RMA.

Best Regards,
Edy