paustin

A follow up:

I called Dewalt, and they were great. I was very impressed - THIS is how you do customer service. This went from being a real PITA to a great experience. All those corporations that outsource their customer service overseas should take notes.

- Talked to Dewalt. Explained. They agreed to accept the router back, assuming no obvious signs of abuse.
- They suggested that I take it to a local shop for review / return, and they gave me a number to a local one.
- Called the repair shop. Explained. Since they don't have that router in-stock, the replacement delay was at least 3 weeks. Whuff. They offered an alternate - a Dewalt company store that was not so close, but might be able to swap me for one, or get a faster return to me.
- Company store was great. Explained. After a couple of side conversations on their part, they even agreed to a faster turn around 2 weeks or less. Less if I dropped the router off, rather than mail it. Much better.
- At the completion of the call, there was a phone survey. Left nice comments about the service, but more serious comments about the product and indicated that the issue wasn't really resolved.
- Got a call back within 2 hours from a guy who's job is to ensure overall customer satisfaction. He FedEx-Priority me a new router. I talked to him at 3pm and I had a new router on my door at 8:30 the next morning. That was *very* impressive.

I also got a private message *here* from, "I am the Product Manager for Dewalt routers in North America and was alerted to your posting by a colleague this week so I have joined the forum to contact you directly."

Finally, everyone, Dewalt corporate, first store, Dewalt company store, and the head CSR all noted that they'd never heard of such a thing and were very interested in getting the router back for review.

Man folks, that is just extraordinary. Just great customer service.

Good job Dewalt. Thanks for your help everyone.

Pete