DeWalt Factory Service Center

Wow… cannot believe these guys. I think Kevin S. hit the nail on the head… pardon the pun… This is a store without any concern for customers … doesn’t matter if by phone or email… I called them late last year regarding a chop saw. ONLY after I contacted the Dewalt website in the USA did I actually get a call back. The manager of course tells me that they are very busy. Why even have a phone number or an email if you have no intention of answering those contacts. Only after the complaint did I speak to someone and he told me about an upcoming promotion around Father’s Day. So of course like an idiotic I try to call … right at 8 am… after all the voice prompts I try to speak to a human… maybe 5 minutes of ringing and then a hang up. Call again … same thing. Again I contact Dewalt USA… He tells me he has had this complaint before… they are under staffed I was told. I did explain that Toronto is the 4^th largest city in North America and they need to create a service centre to accommodate that size of city. I have little faith anything will happen. It may be Dewalt USA or maybe it is the manager at the service centre itself. Who knows but it is entirely bush league to have a service centre without servicing the customer. Really pathetic… sadly I am not the only one experiencing this horrible service.

I am writing this review after my numerous attempts to call this location to inquire about the availability of a part for a random orbital sander that needed repair.
I don’t think anyone here answers the telephone… ever. I waited on hold until the phone system ended the call — yep, the service centre call automation ended the call, I didn’t hang-​up.
It wasn’t too long, perhaps 5 minutes for each call attempt (but I attempted to reach someone several times). It was only after I was connected to a person at another Dewalt Service Centre that I clued into my experience being a common thing.
Regardless, it says a lot when employees don’t get the phone after many, many attempts and the system kicks the customer off the telephone cue.