Complaints

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• Initial Complaint

  Date:06/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to obtain warranty service for a Delta ****** ** table saw. The saw is two years old and has a 5 year warranty. The motor is burned out and needs to be replaced. I live in a remote mountain location in Montana. Delta insists that the saw be taken to an authorized service center. The nearest one is 6+ hours away. Delta offered to pay the shipping but tells me I have to prepare the saw for shipment on a pallet. I'm not here all of the time, so there is no one to meet the shipper when they arrive, nor do I think the saw can be safely transported to and from without damage. Delta refuses to replace the saw or provide a replacement motor saying that their parent company ***** **** Industrial from Korea is the actual vendor. Delta will not give *****, the retailer, a return authorization number because ***** buys directly from ***** and Delta has no distributorship in the USA. I have offered to drive the saw to Seattle but they do not have an authorized service center there. I offered to drive it to the service center in Missoula indicated on their website and they said that they no longer work with that shop. I thought I might replace the motor at my own cost but it retails for $918 on line. The saw costs only $679. In short, Delta makes the pretense that there is a 5-year warranty, but they make it so difficult that in effect there is no warranty at all.

  Business Response

  Date: 06/08/2022

  Dear Ms. R*****:

  
  This is in response to the complaint of Mr. ***** regarding warranty service on his table saw.  We regret that he was disappointed, but I am satisfied that our Customer Service team went above and beyond our obligations to assure that his saw is properly serviced.
  

  Our nearest authorized warranty service center is 165 miles away from Mr. *****’s home, which he himself describes as a “remote mountain location.” Our warranty obligation is to provide parts and labor for the repair of defective merchandise, not transportation.  In this particular case, we offered to pay for the cost of transporting the saw from Mr. *****’s home to the service center as a courtesy. This despite the fact that Mr. ***** was unwilling to even attempt to use the reset button which is provided on the saw to protect against damage due to circuit overloads, or check the capacitor, which may also be damaged in the event of a circuit overload!
  

  The offer to transport Mr. *****’s saw was made on the first of several calls, but he insisted on immediate service that very day, which was not possible.  Numerous calls later, I am informed that Mr. ***** has agreed to our original offer to transport the saw to our service center for evaluation.
  

  For that reason, we consider this matter closed. 
  

  NOTE: Statements in the complaint contain inaccurate information about the source of DELTA® brand power tools.  Mr. *****’s saw was manufactured in ****** and marketed in the United States by Delta Power Equipment Corporation, which is a US based company.  
  
  Best regards,
  Robert *. B****
  General Counsel

  Customer Answer

  Date: 06/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although the company is in fact currently addressing my complaint the response offered by the company is inaccurate on several accounts.  

  1.) I did in fact operated the reset button several times.  2.) I was not advised that there was a capacitor that might have been the problem.  3.) The nearest authorized service center is much farther away than what the business stated, and 4.) I did not insist or even request that the problem be resolved the same day.

  Aside from these inaccuracies, I accept the company's resolution for now, pending a successful and timely outcome of the repairs and are appreciative of their efforts to honor their warranty.

  Regards,
  
  **** *****