Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Fraudulent lifetime warranty claims - I contacted support and I explained I had an issue with one of their devices. This issue was within their support and not any of the listed exclusions per their warranty contract - Support representative from the company claimed that because the product was purchased approximately 5 years ago the lifetime warranty was not valid.- No attempt was made to even look at the device to resolve the issue. The warranty claim was outright denied because the company could identify the issue. I explained in detail with photos what the issue was and was shut down multiple times.- My expectation of a lifetime warranty is unrelated to time and my claim should be honored per the terms of their lifetime warranty contract.

  Customer Answer

  Date: 12/13/2024

  ***********************************************

  Business Response

  Date: 12/20/2024

  Hi Mr. ************** sorry that the issue you are having with one of our trimmers was not resolved. Hopefully we can offer a solution that you will be satisfied with.
  
  I read through the communication you had with our service department and here is my understanding of the timeline of events:
             You purchased a 567 trimmer from one of our resellers in 2000.
             On September 24, 2024, you felt that the trimmer was no longer cutting straight, and you contacted our service department.
             On September 25, 2024, our service department replied to your email to find out a little more about the trimmer, and the problem you were having. We received your follow-up and were able to offer some trouble shooting tips to help get your trimmer cutting straight again. Unfortunately, you were unsatisfied with the information and insisted we repair the trimmer for free or send you a replacement based on your understanding of our warranty.
  
  Here is our warranty statement for paper trimmers:
  Dahle guarantees its trimmers for a lifetime against defects in manufacturing, materials, and assembly (excludes cutting blades and clamp). This warranty is valid to the original purchaser only and does not cover damage caused by misuse, abuse, or unauthorized repair.
  
  Based on the communication you had with our service department, your problem with the trimmer was not deemed a defect in manufacturing, materials, or assembly, but thats okay. We always go above and beyond for our customers to ensure their complete satisfaction.
  
  Trimmers can sometimes come out of alignment after years of use cutting thicker material. We can walk you through a solution to your problem over the phone if you could reach out to us at your earliest convenience.
  
  Best Regards,
  Dahle Customer Relations
  **********************
  **************

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon,
  *** Office Systems had purchase 5 DAHLE Shredders in Mid-2021. One of the shredders (DAHLE Shredder 51564. Serial number: MM1245848******* has had problems with the motor. The motor was covered one time under warranty but the same issue occurred, where *** Office Systems has tried countless times having DAHLE warranty this motor, again. We are located in Las Cruces, NM and our shredder in question has been leased to a third-party company located at Fort Bliss, El Paso, Texas (sub-contractors). There are several security details in place coming ang going into this US Military base. DAHLE has asked us the following questions: 1. Amount of users where we are unable to give an accurate number of employees actually using multiple shredders and multifunctional copiers we have in place at this site. 2. Location of machine; where we advised them it is located at *** ***** ** military base (currently being used at a immigration camp). 3. The orientation of the paper when shredding-our answer was 20lb paper 4. Confirmation that users are only shredding 20lb paper; our technicians have asked these questions where the answers were "yes" standard 20lb paper. 5. Capacity: how much is shredding at once- *** answer was "unknown" we are not on site during usage of the shredders but service the other 4 shredders and maintain 19 copiers. We are asking that DAHLE WARRANTIES this piece of equipment and send us the new motor so we can please our customer.

  Business Response

  Date: 08/16/2022

  4/7/2021- Our records indicate that this shredder was purchased by *** Office System (a reseller of our products), on April 7, 2021 and sold to the immigration camp at **** ****** ***
  

  9/29/2021- We were contacted by ******* **** of *** Office System and informed that this machine had a defective motor. On September 29th we sent a replacement to them free-of-charge.
  

  1/21/2022- We were again contacted by ******* **** and informed that the replacement motor has also failed in this shredder. It’s a rare occurrence for a motor to fail, and we have never experienced multiple motor failures in the same machine. Because there is a high p***ibility that this machine is being misused, we requested to speak with someone at the immigration camp to further investigate the problem. Our request was never accepted. We then asked *** Office a series of troubleshooting questions and their response was non-descriptive and vague. We passed this information along to Dahle’s Regional Sales Manager, Rick N*** for follow-up.       
  

  Due to the rarity of motor failures and the lack of information and communication from the customer, it was determined that sending a second replacement motor for this machine could not be justified. It is our standard procedure when dealing with a repeat issue in a short period of time, to request the unit be sent to us for a free evaluation. This allows us to examine if there are other possible defective parts, or if the unit is being improperly used by the customer. This was communicated to *** Office Systems.
  

  7/7/2022- **** **** from *** Office Systems emailed Rick N*** stating “*** Office Systems has purchased several DAHLE shredders in the past year. We have submitted for a warranty status in February with no prevail. Can we get an update asap. We are going on 4 months now since last correspondence. Thank you.”
  

  7/8/2022- Rick N*** from Dahle replied via email with the following which had previously been communicated to Mike:
  “Hi Mike,
  I have spoken with our service manager on this, and we have requested that the machine in question be returned to us for evaluation on several occasions. Simply, the equipment issue has been reoccurring, and we have replaced the part in the past. Since this failure is highly atypical for this machine, we can’t just keep replacing the part or machine without a detailed evaluation. I realize that it’s highly difficult to speak with the client in this case, but all indicators point to misuse of the machine which is not covered under warranty.
  

  Please have the unit sent to us and we will honor our warranty without question if it’s determined that there is anything wrong with the machine. We will also be able to definitively determine if there has been improper use.
  Let me know if you have any questions.”
  

  This was the last correspondence between Dahle and *** Office System.
  

  8/16/2022- Dahle North America, Inc. is eager to resolve this matter. We request the machine is sent to our service department for a free evaluation. If after examination we discover there’s a manufacturer’s defect and not misuse by the customer, it will be repaired free-of-charge and returned. It’s important to note that our warranty policy is between the manufacturer (Dahle) and the customer, not the reseller. The terms of our warranty require direct contact with the customer, and we have not given access to this contact information.