The back story - A couple of weeks ago I called Dewalt for warranty service on a DW735. They emailed me a UPS label. They said it was good for 24 hours. I ran to the store, picked up a heavy duty box, packed the planer and lugged it to the UPS store. (If you thought they would have a driver pick up the 90 pound package, you were wrong.)
That was on August 6. UPS confirmed the Dewalt location in Jackson, TN received it on the morning of August 9.
As of this morning there hasn't been a peep out of Dewalt. So I called the 800 number. Before giving them my information, they already had it up on the screen (caller ID I guess). I told them I wanted to check on the status. The rep said it had been shipped to the service center in Tampa and she gave me their number and said she would send them an email requesting they call me on the status.
Not wanting to wait any longer, I called Tampa. The rep there had no record of receiving the planer, no record of my name, no record of my phone number. I told her what happened and she said, "Why would they send you a UPS label shipping it to Jackson, TN? They are just a call center." I told her not only did they email me the UPS label for TN but also sent in the mail two more labels for the same address. She was baffled and said I need to call TN back, get a tracking number, call her back and she'd get to the bottom of this.
I called TN and told the rep what Tampa said. She put me on hold for a few minutes. When she came back she said someone from TN sent it some other place and they they will have to ship me a new planer.
I called the lady in Tampa back to let her know and probably get a good laugh. It sounded like they'll have another story to add to their collection.
TN said the new planer will be shipped within 24 hours and delivered in 7-10 days.