Top critical review
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Unexpected problems...and Makita Customer Care needs to be addressed!!!!
on 25 September 2013
I'm a huge Makita fan, but this acquisition has caused lots of hassle.
First impressions were very good. This is a comprehensive kit and the inclusion of 2 batteries promised ease of use. However, the very first time I used the drill - to insert a screw into pre-drilled hardwood - the plastic around the grip cracked clean through. Result? A completely useless drill.
When I contacted Makita they told me to return the drill to the supplier - but my Amazon purchase didn't specify who'd supplied the drill. I then agreed with Makita that I'd send the drill back at my expense for them to look at it. This I duly did.
Having heard nothing for a couple of weeks I emailed Makita and got a cursory email back saying normal turnaround time was 5 days. Perhaps it was my chasing, but the drill was returned next day.
Opening the package I was really surprised to see that inside was an apparently used drill, complete with paint and other marks on the casing. As I had returned what was a virtually brand new (albeit broken) drill to them, I wasn't impressed. I then checked the serial number and saw that Makita had peeled off my serial number sticker and had stuck it onto the replacement.
Having set out my dissatisfaction to Makita in an email, I received a reply within hours to say that the drill internals were mine, but a used case had been fitted as a temporary measure as they hadn't new parts in stock. The email went on to say that once new parts had been received they planned to advise me and get the drill back to fit a new casing at their expense.
I replied with thanks - but suggested that next time they tell the customer what was planned and why a used case was fitted! I didn't get a reply...
Makita - you need to get your act together! Close, but no cigar!
P.S. 20 minutes with a little turps and cleaner and the drill came up like new. Just as well, as I've not heard anything further from Makita...