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 Post subject: Great customer service
PostPosted: Mon Oct 11, 2021 4:29 pm 
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Joined: Thu Dec 31, 2009 2:48 pm
Posts: 1082
Location: Cypress, TX
In today's world, good customer service can be hard to find.
Here is a cool story.

In 2008, I needed a new drill driver. The usual story. The batteries on the one I had were dead. Two new batteries cost more than a new drill. I went to the local hardware store (McCoy's) and saw something that interested me. A Rockwell drill driver for $109. It came with a guarantee on the batteries. If they ever failed, they would be replaced for free for life!
Couldn't turn that down. I bought one.

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Fast forward to 2021. Every year since 2008, I have requested two new batteries on their website. They sent them out to me promptly.
I have gone through a lot of batteries since 2008.
This year when I requested my replacement batteries, they said that they had been discontinued.
They then said that they would replace my 13 year old drill with a new, top of the line drill driver. My lifetime battery replacement was grandfathered in forever.

My old drill was 14.4 Volts. The new replacement is 20 Volts.

It showed up today.

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This is pretty nice!

The only gripe I have is that it takes special drill bits. None of my existing bits will fit.
It has to have bits with a special fitting.

Image

This means, I have to buy, yet another, full set of special bits for the drill.

Hard to complain though.
It seems that Rockwell was bought out by Worx. They assumed all of Rockwell's warranties.

My old drill is still good. The existing batteries are still okay.
We will see what happens.

Zulu

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http://www.jmelledge.com


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PostPosted: Mon Oct 11, 2021 5:58 pm 
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Joined: Thu Sep 20, 2001 12:01 am
Posts: 12200
Location: La Plata, Maryland
Zulu, go to http://www.mcmastercarr.com and search for 28055A71. Hopefully this will solve your problem.

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PostPosted: Mon Oct 11, 2021 6:06 pm 
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Joined: Thu Sep 20, 2007 4:55 pm
Posts: 2315
Location: ridley park, PA
Wow, that is Great service! Glad it worked out for you!

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"To all those who work come moments of beauty unseen by the rest of the world." Norman Maclean


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PostPosted: Wed Oct 13, 2021 7:28 pm 
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Joined: Mon Nov 04, 2002 1:01 am
Posts: 1899
Location: Big Prairie Ohio USA
Good to know. When I first started at a company known for their good service there moto was:"with out good customer service you won't have any customers to serve." Far to many companies today depend on advertising to get new customers and don't care about their previous customers.


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