My first problem. The chainsaw has had light use since I got it in Jan 2019. I cut up a few trees but most as been cutting small stuff. The other day I pulled it out and started using it. The chain slipped off and it started making an unusual sound. I cleaned it up, reinstalled and tightened the chain, and the same thing happened. With a exploring, I found that something is slipping inside the saw the spins the sprocket. As soon as I put pressure on the chain to cut, the chain stops and the sprocket inside spins.
I brought it home from the farm. I went to the dewalt web site and closest factory service center is two states away in PA. I decided to use the mail in service option. I completed the form with the serial number, date code, and date of purchase. It wanted a credit card and said the most charged would $145. I think the same form is used for Warranty repairs as post warranty service, so I figured mine would be free but they needed a card "just in case". I entered all the information and when I clicked submit, I go a "Bad Gateway" internet message. Well, things happen on the internet...
I waited until the next day and went through the same process. After I entered the credit card inform and I clicked the submit button, this time I got a message that said "Sorry, we can't process your order".
So much for their online service!
The next day, I called the 800 number for service. I was on hold for 45 minutes and then a voice came on and said. "Sorry , we can't answer your call at this time." It then hung up on me.
I was getting pretty frustrated. I called the 800 number again yesterday. I was only on hold for about 15 minutes before a person actually answered. He was very polite and took all of my information. It was a slow process as he kept putting me on hold between each step, but finally he got it done. No credit card information was required. He tried to email me a mailing label several times. It never arrived. (not in my junk folder or anything). I finally sent him an email and he supposedly replied to it. Still no luck. Finally I gave him another email address. He was able to send the return label to that address. It was actually from UPS. I finally found the button to generate the label for printing.
I packed and took it to UPS today. He said to expect it to take about 2 weeks for service.
I'll report back as things progress.
Thanks,
Jack