A month and I still have no Cubix laser level repaired or replaced - lousy communication
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This is a rant, but I wanted to tell you what has gone on (or not gone on) from my perspective having had a problem with a Cubix laser level under warranty. After a month I still do not have my Cubix laser level back.
My Cubix Laser level was behaving oddly. See this post https://support.stanleytools.com/hc/en-gb/community/posts/24809595277709 After being on a while it started flashing 3 times which is not in the manual. Bought July 2023. So
1) Raised request in website. No response.
2) Week later - I tried again and posted here. And posted a support request again on the website This was Fri 8th March.
Had reply that day - Can you send details of the drill please !!!!! So I sent details of the Laser level instead :)
3) I spent the next 3 days explaining again and again what was wrong, until 13th I was told a collection request had been issued. It was collected on the 14th March.
4) I had a "begging" request for a postive review immediately afterwards - but as this was only a "pick up" and it was not fixed I declined to give any immediately, until I knew that things were actually resolved. (as you can reasd its a good job I chose that route). Oddly this "Feedback" request expires after only 2-3 days so I could not add to it later, as I wanted to.
5) Fri 29th March. By this date I heard absolutely nothing! So I contacted support and ask - what is going on? Two weeks had passed. Not a sausage in terms of communication.
6) Tues 2nd April I get a response that it has been received and booked in with the repair team!
So i asked - "How long?".
7) On 3rd April I receive a message "We have not heard back from the repair centre with an update as of yet. We are experiencing delays with delivery of spare parts from our European Parts Warehouse, spare parts are coming in however we have no due dates."
I have lost patience (Reasonably) by now because this is a warranty item and there is no indication of when I will get it back. I need it for jobs. I say, can they not simply send me a warranty replacement?
8) On Thurs 4th I get a standard message that "Work on your DEWALT tool has been completed and will be returned to you today by parcel carrier. Please contact contact us in 72 hours if not received". followed by another that says potentially 7 days....
9) Its now end of 9th April. Over a month (32 days) since I first contacted support and still nothing has arrived.
Three things frustrate me.
One: the shear lack of communication on what is going on. I have had to chase this, not Stanley telling me what is going on. Absolutely no communication on progress... and no urgency to fix things.
Two: that things are taking sooooo long.
Three: Even if it turns up tomorrow I still do not know if this is a repair or a warranty replacement. Given I was really careful in using the laser level, it had never been dropped, but it suddenly developed this fault after I had had it on for a while in a job (and I tried new batteries and calibrating it) I must admit my trust in what comes back remains limited. I really regret not buying a Bosch one.
Yours FRUSTRATED and disappointed.
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So, finally after an exchange of 38 emails (not counting the four 'please fill in the satisfaction survey' ones) and almost 5 weeks, yesterday I received a new Cubix laser level. I have two questions
1) Why did it take so long to get this resolved? Its a simple warranty replacement surely?
2) Why, despite telling them the correct spelling of my name, and correcting it during the email exchange, did it arrived with my name misspelt? (Ho hum :( )
Oh hum... we at least I should have a working laser level. Foolishly, I wanted to know what the strange flashing light behaviour was and ended up down this frustrating path. With hindsight I should have simply gone back to Screwfix where I bought it and have a trade account and asked for my money back or a replacement there. I'll know next time.
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