I'm running an electrical company and use a variety of Dewalt's commercial-grade tools. Recently, my 999 series 20/60 flexvolt drill had a chuck break, so I called Dewalt's warranty office. They were really nice and easy to communicate with, but here's the kicker: they said they'd only replace it with a lower-end homeowner model because the 99- series is supposedly 'discontinued.' This is confusing since I can still find it on Dewalt's website and in stores. Has anyone else experienced something similar? We invest a lot in tools yearly and I've even switched new hires to a different brand after this hassle. One of our guys had a quick resolution with a warranty issue from another brand at a big box store. Should I just go that route with Dewalt too?
2 Answers
It might be worth calling back and trying to reach a different representative. Sometimes they don't have all the info or may not be interpreting the policy correctly. You could get a different outcome with someone else!
I noticed that the 999 series seems to be marketed as discontinued on the Dewalt sites for Canada and the UK, but not in the US. They might be prepping for new models with updated battery tech, which explains the mix-up. If they're trying to downgrade you because of misuse of the warranty by some, mention the DCD1007 as an option or ask to repair your current drill instead; Dewalt typically doesn’t hassle businesses when they buy from authorized dealers. Also, keep an eye on the new battery options coming out!