Best Buy Automotive Equipment

Hi Ed, thank you for your feedback. We're sorry your machine went down — we know firsthand how costly downtime is for a working shop, and we want to clear up how the warranty process works so this gets resolved for you and so other customers know what to expect from us. For transparency, here is the timeline on our end: - July 27 (morning): You first let us know the machine had issues. That same call, we confirmed your 1-year warranty coverage and sent you the Katool warranty claim link, and your claim was submitted that morning. - July 27 (same day): At your request, we quoted replacement options so your shop wouldn't stay down while the claim was processed. - July 28: We processed your replacement machine order and got it moving to you. - As of today: We have not received any update from Katool on your claim — and importantly, we hadn't heard from you that they weren't responding. That last point is the one we want every customer to know: we stand by every product we sell, and when a manufacturer is slow to respond, we will push them on your behalf — but we can only do that if you tell us it's happening. Warranty claims go to the manufacturer, and if you're ever waiting longer than feels reasonable, don't wait it out alone. Call us. Advocating for our customers with Katool or any brand we carry is part of what we're here for. We're sorry if you felt treated rudely at any point — it's very important to us that our customers feel taken care of. We pride ourselves on our customer service. Please reach out to us if you have any issues with the warranty process. Update: we reached out directly to the manufacturer and they were prepared to pick up and fully refund the defective unit with no fees. We contacted you and you said you would actually like to have both units, and so instead of return, they will be sending a new unit to replace the defective one. Additionally, the second machine you ordered should be there any day now.