Hilti New Zealand Ltd Auckland Store

"Terrible service, don't buy their tools. This is call center service where they block you from speaking to an industry quality staff member or management. My top of the line laser broke after minimal use, dropped it in for repair now it is stuck there and nobody will contract me."

"It pains me to say it but Hilti have gone down massively in my expectations. Once renowned to be top shelf they are definitely not to that standard anymore. Absolute poor customer service, rude and unhelpful. Being left on hold but you can still hear the operators personal stories to another colleague. Outrageous costs for 'parts'. Major parts needed for tools not that old or not that worn. Have to take what they say on face value as they don't give you a report of what the issue is when asked, very basic customer service is non existent. Even local Reps can't be bothered unless your spending big $$$ with them. Definitely won't be using them again and will not recommend their products to others."

"I am very disappointed with the service of this company. They are starting to dishonor their promise of their 20 year service period on their tools. Instead greedy sales representatives move in and always drama, drama and more drama on the phone. So why spend the extra $ for supposedly good service if you are left alone when you need it the most. After sending my impact driver for a service in, the reply was: "Our repair center informed me that we don’t repair this specific tool" ( 12V impact driver) and I am serious!!! here is 20% off a new one (billed me 236$) compared to 50$ with the 30% cost limit. I remember when I bought it a couple of years ago a 20 Year ! service period was advertised all over the web site. Just 16years to go... A promise is a promise and a Gentleman keeps his word."

"I find this company very hard to deal with. You phone and you go straight to answer service and stay on hold too long for a customer I think to have to wait - message keeps saying your call is important to us - really!!! I ordered some goods and paid for them. Got a call today to say arrived and ready for pick up. I sent our lady down to collect and then she is asked for a proof of payment! -- God Sakes Hilti I paid via internet the day before - actually paid too much due to miscommunication your end with a staff member. I told her that I need a refund - not quick to do this as nothing showing in bank account yet? Adding to this I asked the goods to be delivered to Penrose. Our lady has now phoned to say they are not at Penrose as this is where I sent her. Why the hell did you phone this morning to say they are ready for collection and they are not there! Apparently at another site - my god this only gets worse......."

"Hilti had to send my order in 2 parts. 1st part arrived ok, 2nd part disappeared but was marked on my account order history as fully delivered. I made 3 calls to track down this item, each time someone told me they would call me back, and didnt. I appreciate the courier is often to blame for these errors - this happens all the time, but customers expect the originating company to track and follow up on delivery failures. I finally had the item cost re credited to my account. Hilti apologized for the problem but that still left me without the goods. After reading this review the marketing manager rang me and got the item delivered that same day at no charge. He too apologized. Its always better to keep a customer than to find a new one and so I cant fault Hilti's service recovery - it's a shame it took the intervention of senior management to get this resolved though. I'll give Hilti another try - maybe I was unlucky with my first order?"