Everlast warranty department

I sent my welder in for warranty which cost me $92 bucks I sent it in June they received it June 19th. I have called a few times trying to find out an update on my welder they told me 1st or second week of July it would be looked at and I would get an email with the report. I called mid July because I never received an email. They to me the exact same story almost word for word that they had it and that they will look at it in the order it was received and they will know something within the next two weeks. Well now it is the end of August I still have received no email that it has been looked at they have had it for two months and not even touched it as far as I know. Does this happen a lot? Is this why the warranty is for five years? So things don't have to be done in a timely manner? I am out of work because my machine is gone I don't have another as a back up. Should I expect it to take another few months to complete? I believer I should be re emburssed the time my welder is gone and have it roll over on my warranty and count for the time it's in my possession. Should I have to pay to get it back or should I talk to everlast about shipping it back to me at their expense due to the inconvenience? I hope someone from the everlast team reads this and gets the ball rolling and can justify these issues I'm dealing with.

It seems your frustration level with what everlast laughingly calls a warranty department is about the same as mine. If they want to take the remainder of the warranty period to return the welder that is their business I guess but, like you, I don't understand why they are so reluctant to tell you that. Their blatant misrepresentation of the amount of time the welder will be in their facility is tantamount to criminal. I run a small shop and, like you, my tig rig is without a backup unit. Before I sent it to them I asked how long I could expect it to be in their shop and was told it is normally two to four weeks. Thinking that this was not too bad I decided to postpone (and turn down if need be) jobs in that time frame...BAD CHOICE. Once it became apparent that 2-4 weeks was only a bad joke I inquired again and was told it looked like maybe another week or so. I decided to rent a unit...no Everlast stuff close to me so I spent some money converting all the connections to Milller...but took a week-to-week rental rather than something longer (and less expensive)...another BAD CHOICE. Worse than all of that...early in the process one of the jobs I was postponing pulled out and I lost it. Just the labor in that job would have paid for a replacement unit from Lincoln/Miller.
It really makes you wonder if Everlast expects you to purchase anything else from them? (My shop goes 3 phase next month and I plan on replacing my cc, cv & plasma rigs over the winter months).
It is a real shame...I like the welder it is a good as any Miller I have used and anything electronic can fail...But if someone would ask me today (or any time in the last 3 months...) what I think of Everlast...I wonder what my answer would be?
Here's my case history.
July 1 (I better put 2015 here, just for reference) Unit arrived at their facility....at the time I got the Return authorization I was told 2-4 weeks
July 8 - sent an email to them (just to make sure that they had actually received the unit)....No reply
July 15 - Called and was told the unit was not there...after some searching it was found (it was still on the loading dock)...was told it would be about 2 more weeks
July 22 - Called and got the standard lecture (I get this at every call....We do the repairs in order, 1st-in-1st out, don't know for sure how long maybe next week or so)
Aug 3 - Called and was told it should be in the shop by the end of the week or the first of the next week
Aug 14 - Called...got the lecture...was told it would be another 2 to 4 weeks
Aug 24 - Called...got the lecture ...was told that I was right at the top of the list and wouldn't be long. Not being too trusting of their timing estimate I asked just where I was on the list. Over some objections I was told that I was currently 22 on the list. I have no real reason to believe that this count is any more correct than other estimates since it is not Sept 12 and I have not heard from them as yet.
Truthfully I would like to get the welder back...it is a good unit.
Would I ever send it or another one to them? lol...If I had to send it in again, it would only be to get it going so I could sell it...otherwise I can easily test all the major components and I would assume that I can purchase the replacement components from Everlast...and have it back in service in a week or so. If I could afford to give up a piece of equipment in my shop for months at a time...I wouldn't have it there in the first place!

I can assure you that we do care. If you take isolated examples from any supplier, you will find nightmare stories. For example, I have a widely produced engine driven welder from Lincoln. I needed an Idle control board for it. Contacted the Lincoln repair center. Told me they did not have it. Checked around and noone had it. Finally did some research and found out it was a problem area and Lincoln was out of stock completely. I asked when it would be in stock and I was given an open ended date of "maybe 6-8 weeks" because they had to schedule a production time for them. Instead of waiting, I was forced to send my board in to an independent repair center and they rebuilt my board for me at 1/3 the cost, but still lost 2 weeks.

There are stories and have been issues where people have had long waits to be sure, and we've had seasonal slowness on repairs in general but cases like this are the exception rather than the rule. You don't hear from customers that get a quick turn around and with as many as we sell nationally and now service at one central repair center and online being the main way people buy our units, with no local dealer to get into scrapes and fights about service times, you have to keep it in perspective. And more often than not, you don't hear back from people with problems when their issues are resolved and how they got resolved once they are satisfied.

With that said, you have a right to be upset about taking this long. I would call ext 201 Monday morning pacific time and talk with them. They can often fast track an item if it's been more than promised time.

Mr Farrier has been taken care of. I'm sure he will post a follow up soon.

Mr Farrier's machine is ready and should ship out Monday, 14 September 2015.

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Originally Posted by zoama

Mr Farrier's machine is ready and should ship out Monday, 14 September 2015.

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Much better than Monday, 14 September 2020. ;)

I guess I am not too proficient at these forums. I posted an addition to my original post of a week ago and it 'did not take'....so here it is again.
I posted a rather critical comment about Everlast customer service in warranty repairs a week ago Saturday. Even though it was a weekend I quickly discovered two things about Everlast. The first was that these posts do get read and the second, and more importantly, is that they do care about good customer service. Early evening the same day as the posting I received a call from Everlast management. In a fairly brief discussion he apologized for the situation and promised to expedite the repair and ship the unit to me as quickly as possible. (He gave his name as Oleg and it did not 'click' with me until after the call that this was Oleg Gladshteyn.... "THE" Everlast management) True to his word the unit was ready to be shipped on Monday morning. Somebody did some weekend work I suspect.
Like so many others it took me years to figure out that you really can't change yesterday's mistakes and the best you can do is fix them today and make sure you don't repeat them tomorrow. I feel rather strongly that Everlast did just that, which is good for me because I think that they have a good product as well.
Since my primary objective was to get the unit back in my shop I was more than satisfied with their response. They have made a totally frustrated customer one of their stronger supporters for sure...
I received the unit Friday late. Put it in the shop Saturday and ran it through the paces, works well.

... Thanks Everlast ...

At least I'm not the only person having a bad experience with everlast it has now been over 4 months and I am one very upset customer if they would have been honest from the beginning it would have made things a little better but I'm tired of being lied to about when I will know something. They told me I would have an email by the end of last week stating what was wrong with my machine and that the shipping department would email me. Again everlast has not kept their word or followed through

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Originally Posted by fullydrooped

At least I'm not the only person having a bad experience with everlast it has now been over 4 months and I am one very upset customer if they would have been honest from the beginning it would have made things a little better but I'm tired of being lied to about when I will know something. They told me I would have an email by the end of last week stating what was wrong with my machine and that the shipping department would email me. Again everlast has not kept their word or followed through

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fullydrooped

please PM me your info and i will get this done