Black and Decker = horrible service

I bought a Black and Decker CCS818 electric chainsaw to clean up some trees in my front yard. This purchase has been a nightmare. The thing arrived sometime in May. I called the 888 number to ask about the wrench that was supposed to come with the thing and was told that they were very sorry but they didn't have any more of those so they couldn't send me one. I had an Allen wrench set and found one that fit. I found the instructions, which may be perfectly obvious to someone with power tool experience, to be nearly indecipherable. Nonetheless I finally was able to get the chain on and the screws tightened as instructed.

I used it for 30 minutes after which the chain slipped off. Apparently this happens with chainsaws for the first couple of hours of use; you have to keep putting the chain back on and retightening it. Unfortunately, one of the screws fell out and disappeared. I doubt it's prudent to operate a chainsaw without both screws holding the chain down. Since this happened on a Friday night, after B&D's business hours, I had to wait till after the Memorial Day holiday to get an agent on the phone, who promised to send me the appropriate screws. I was unable to figure out which screw was the one I needed or I'd have ordered them from Service.net, B&D's parts outlet. The agent gave me the part number and offered to send me one free and said it would arrive in 7 to 10 business days. I had written an email and that agent also offered to send me a free screw and that it would arrive in 7 to 10 business days.

10 business days later, I called back and spoke to someone who checked and with no explanation as to what happened, offered to really send me a couple of replacement screws in 7 to 10 business days. 3 days after that, I called the 888 number and spoke to a crisp young woman who said that the order had been placed and that it would arrive in 7 to 14 business days. I explained that 3 other people had said 7 to 10 business days and she said that they were wrong; you only get it in 7 to 10 days if you are buying the parts; it's 7 to 14 for free replacements. I went to Service.net to order the damn screws myself (for $0.66 a screw and nearly TEN DOLLARS shipping). Sheesh. I put 10 of them in my shopping cart and saw the message: backordered until June 28th.

Now, the City of Phoenix has told me I have to get these trees trimmed. I don't think they'll wait 7 to 14 business days following June 28th, so now I'm in a bind. And will not be buying anything from B&D again.