This is a story about unbelievable product support from Black and Decker. My sabre saw is so old, I had it before I had grey hair. The saw had been loaned to a “friend” who returned it with the foot plate bent up and one of the mounting screws missing. I took the saw into the local Black and Decker/Dewalt service centre to get a new foot plate and mounting screws.

I ordered the parts and received a phone call a few days later telling me my parts were in. Unfortunately, the screws weren’t correct and so I drove 20 miles back to the store to explain the problem. I took the old saw and the parts with me. After checking his computer several times, the clerk walked over to the shelf and picked up a new sabre saw to compare it with my old one. He handed me the new saw and said “Here, take this one, NO CHARGE!”  I thanked him and asked how come. His answer was that if they couldn’t solve a customer’s problem, then their policy was to replace the tool with a new one at no charge, but I had to leave them the old one. I thought that this type of product support story deserved to be told.