New poster- help needed dealing with Milwaukee CS

[m1964]

Hi all,

New poster here, need some help in understanding how to deal with Milwaukee CS.

 

Thanks in advance for reading such a long post.

 

Bought new 2861 impact wrench about 7 months ago, used it just a few times taking tires off my mid-size SUV and once when replacing rear shocks. Nothing heavy-duty.

I am not a professional, just a homeowner, but I already had a few Milwaukee tools (drill, impact driver, leaf blower) so bought this 2861 mid-torque impact to use on our two mid -sized SUVs.

Usually used setting 1 to tighten lug nuts, and setting 2 to remove them. At setting 1 it produced about 80-85 ft/lbs tightening torque.

 

After using it to remove shock bolts, it stopped working. The wrench would turn, but would not produce any torque on setting 1. I could hold a socket by hand and prevent it from spining while pressing the trigger.

 

So I sent it to Milwaukee service. Received it back two weeks later, in the same exact condition. The receipt said that the tech "could not duplicate the problem". 

 

Called CS and was told to send in the tool, the battery and the charger.

Sent everything in, two weeks later received the tool in the same exact condition, and the battery.

 

The receipt for the battery states it was replaced- it looks like it was replaced, with a used battery, visually looking more abused than mine was.

 

The receipt for the impact wrench says it was replaced but I got back the same tool that I sent in, in exactly same condition- no torque on setting 1.

 

Called Milwaukee CS again today and had to leave a message. The girl who called back said to me, "You can send it in again, it's  free". Asked to speak to a supervisor- the girl said "they will call you back", but no one called.

 

How many times should I be sending it in?

When they replace the batteries, should a customer expect a new battery or a used one?

 

What should I do next?

I cannot just throw away a $200 tool. But it's not working right.

 

Thanks a lot

 

 

 

[Eric - TIA]

To me this is unexpectable.  I can't stand it when a company gives the run around and doesn't back their products.  I would start creating a paper trail of who you talk with and when.  Get their direct number.  Try calling back and see if you can get a supervisor, if not, start getting names and numbers.  Keep us up to date.

[fm2176]

On 7/7/2021 at 12:12 AM, m1964 said:

Hi all,

New poster here, need some help in understanding how to deal with Milwaukee CS.

 

Thanks in advance for reading such a long post.

 

Bought new 2861 impact wrench about 7 months ago, used it just a few times taking tires off my mid-size SUV and once when replacing rear shocks. Nothing heavy-duty.

I am not a professional, just a homeowner, but I already had a few Milwaukee tools (drill, impact driver, leaf blower) so bought this 2861 mid-torque impact to use on our two mid -sized SUVs.

Usually used setting 1 to tighten lug nuts, and setting 2 to remove them. At setting 1 it produced about 80-85 ft/lbs tightening torque.

 

After using it to remove shock bolts, it stopped working. The wrench would turn, but would not produce any torque on setting 1. I could hold a socket by hand and prevent it from spining while pressing the trigger.

 

So I sent it to Milwaukee service. Received it back two weeks later, in the same exact condition. The receipt said that the tech "could not duplicate the problem". 

 

Called CS and was told to send in the tool, the battery and the charger.

Sent everything in, two weeks later received the tool in the same exact condition, and the battery.

 

The receipt for the battery states it was replaced- it looks like it was replaced, with a used battery, visually looking more abused than mine was.

 

The receipt for the impact wrench says it was replaced but I got back the same tool that I sent in, in exactly same condition- no torque on setting 1.

 

Called Milwaukee CS again today and had to leave a message. The girl who called back said to me, "You can send it in again, it's  free". Asked to speak to a supervisor- the girl said "they will call you back", but no one called.

 

How many times should I be sending it in?

When they replace the batteries, should a customer expect a new battery or a used one?

 

What should I do next?

I cannot just throw away a $200 tool. But it's not working right.

 

Thanks a lot

 

 

 

 

I've dealt with Milwaukee's warranty service once, for my 2763 high torque impact wrench.  They repaired it (the trigger was faulty) and sent it back with a repair label on it.  

 

I can't attest to their battery replacement practices.  I would like to think that you received a refurbished battery with new cells, but I agree that it looks bad when you send in a battery that looks nice and get one that's seen some use--even if only the housing.  I will say that the one DeWalt battery I replaced under warranty was not even sent in.  I contacted them and they sent a new battery after asking for the date code on the old one.  I still have that one somewhere waiting to go in the recycle bin.  

[m1964]

15 hours ago, Eric - TIA said:

To me this is unexpectable.  I can't stand it when a company gives the run around and doesn't back their products.  I would start creating a paper trail of who you talk with and when.  Get their direct number.  Try calling back and see if you can get a supervisor, if not, start getting names and numbers.  Keep us up to date.

I e-mailed them and asked to escalate the problem to a supervisor level- no replied, except for the automated message "we received your e-mail".

What puzzles me  is that the first time they said the tech could not duplicate the problem, but the second time they decided to replace the tool, according to the paperwork, but sent me back the same impact. 

Calling them did not get me anywhere because the representative told me that a supervisor will call me back but no one called.

E-mails are probably the best way to get a paper trail, that is if they responded.

[m1964]

An update:

Contacted Milwaukee corporate office who helped me to get a CS supervisor on the phone.

After I explained what happened, she apologized and said that my situation will be used to improve CS.

The supervisor confirmed that the replacement battery should have been sent new, in factory packaging.

She said she processed the order for a new battery and the new replacement tool.

Unfortunately,  both are on back order til the end of July.

 

I also suspect that there was/is something wrong with the repair facility: the battery they claimed did not pass a load test, worked fine on my other tools including a leaf blower.

 

Anyway, thanks to all who replied and tried to help.

[Eric - TIA]

Glad it was solved.