ComplaintsforThe Lincoln Electric Company
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Complaint Details
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Initial Complaint
12/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear [Lincoln, electronic], I am writing to express my dissatisfaction with your Lincoln electronic gas welder (product number [ 18354815#]). This product has been in for repair for 10 weeks now, and I have yet to see any progress being made. I bought this machine to do jobs with my father, and only had 30 hours of use before we encountered this issue. We purchased it in the summertime, and expected a product of higher quality from your company. I am disappointed that I am not seeing any results from the time and money I invested in this product. I expect you to take care of this issue as soon as possible, and provide me with a satisfactory resolution. If you need more information, I am available to provide it. Sincerely, [******* ******** ]Business response
12/04/2023
Good Morning Mr. ********,
Thank you for providing feedback on your welder. I apologize that your experience with our product has not met your expectations. I ensure you that we are dedicated to resolving this issue for you in a timely manner.
Can you verify that your machine serial number is ***********? In addition, can you provide information on the repair facility that your unit is currently at?
Thank you,
Brad ******
Manager, Customer Service Contact Center
Customer response
12/04/2023
The serial # is ************** it’s at the garland shop you guy recommended me to leave it at I already told to other ppl about this problem I went to your support and I been left on read for 4 days now and they already asked me where it located so you guy should have record of this I have a few emails from you guy just haven’t found a solution for meBusiness response
12/04/2023
Mr. ********,
Thank you for your quick follow up. After researching, i found that you have been in communication with my team on case ******. I have reviewed with the agent and we are offering a replacement machine at no charge to you. We will also review the delays with this Lincoln Authorized Service Facility.
A member of the Lincoln Electric Customer Service Team will be reaching out today to go over the replacement shipment and return process.
We sincerely apologize for the delay.
Brad ******
Initial Complaint
01/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Purchased a ***** *** 140 MP welder off the website. Order number ****. Purchase date 12/12/2022. Purchase was processed and invoice paid and I have received nothing. Attempted to contact customer service for updates 4 times....with no response. Further investigation revealed the product now online for a lower price.Business response
01/03/2023
Good Morning Mr. ********,
I am deeply sorry that you have not received your product or the Customer Service you have requested.
I would like to gather some more information on your purchase. Can you advise on the distributor that sold your the ***** *** 140MP? In addition, can you provide the customer service contact information that you used?
Thank you. We look forward to hearing from you soon.
Bradley ******
Manager, Customer Service Contact Center
The Lincoln Electric Company
Customer response
01/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
***** ********
Business response
01/03/2023
Good Afternoon Mr. ********,
Thank you for providing this information. I have reviewed ********. Unfortunately, they are not a Lincoln Electric distributor. Our MSRP on the ***** *** 140MP is $969.00 USD. It appears that ******** is a fraudulent company. I have escalated these findings internally to pursue having the website removed but we are unable to take any additional action.
If you wish to locate a Lincoln Electric Authorized Distributor, you can find locally by visiting us at www.Lincolnelectric.com.
I apologize for this inconvenience but trust that this provides resolution to your inquiry.
Bradley ******
Customer Service Contact Center Manager
The Lincoln Electric Company
Customer response
01/06/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** ********
Initial Complaint
06/17/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a 2450 (-3) camo viking 4c helmet on Amazon. When I first used it, I noticed it would stay dark and eat batteries. I did not weld much so I struggled through the jobs (3) and let it go. I'm building a smoker now-- lots of welding!. I now know the cartridge is, in fact, DEFECTIVE. I got knowwhere with customer service. It says one minute to be helped and nobody picks up. I got a rep but he had no clue. He started a ticket and asked me to adjust settings. This did not work and I am sick of calling, listening to their God awful hold music--seriously! and having nobody answer. There is a callback feature and they don't call back. I went to Tractor Supply, on my birthday 06/17/22, and bought a practically identical Hobart helmet for 85 bucks and it works perfect. This Lincoln company is terrible. They stole my money. I have a 400 dollar paperweight.Business response
06/20/2022
Good Morning Mr. ******,
I have read your feedback and apologize for the unacceptable services that you have received. I ensure you that we stand behind both our products and our after sales support. Please allow us to provide the superior quality products and service that you deserve as one of our valued customers.
1. We would like to replace your K2450-3 helmet free of charge with a brand new unit. I acknowledge that you have already purchased a new helmet. If you desire, we can replace your helmet with different value equivalent product(s) such as additional PPE or other Lincoln Electric gear.
2. I would like to further discuss your experience when contacting our Customer Service Support Team. We have recently integrated a new phone system and would like to further understand the issues that you experienced. If possible, would you be able to provide the contact number that you entered to reach the service team? I would be happy to discuss further if you are available. My direct number is ************.
I look forward to hearing from you,
Brad
Manager, Customer Service Contact Center
The Lincoln Electric Company
Customer response
06/23/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ******Initial Complaint
01/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a Lincoln Plasma Cutter in Oct 2020. Out of the box it was non-functional and was sent if for service. It took until Feb 2021 to receive a replacement as the parts were not available. I received the replacement in Feb 2020 and now it also is non-functioning. It is under warranty but I am not excited about sending it in for service as it is another failureBusiness response
01/20/2022
Good Afternoon,
We are greatly disappointed with the recent issues that this customer has experienced with our Plasma 20. After careful consideration, we are offering to replace the customers unit with a Certified Pre-Owned Tomahawk 375 Air. This unit also carries a standard 3 year warranty, exceeding the 1 year warranty of the Plasma 20. A Customer Service agent is reaching out to the customer now on customer case 271837. Once accepted, we will issue the upgraded replacement free of charge directly to the customer.
Thank you,
Bradley B*****
Manager, Customer Service Contact Center
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.