Hilti has stated that it recognises the importance of cost effective measures in relation to repairs and after-market service packages.
Although the initial costs for a Hilti power tool might seem higher than one of their competitor’s tools, the company says that the total tool associated costs over the lifetime is proven to be considerably lower. Therefore, this gives a fixed cost that helps with accurate planning of budgets, precise costs for running tools and avoids unpredictable repair costs.
According to independent research, only 1 in 5 Hilti products during 2008 needed repair, compared to the company’s competitor average of repair required once per year. It was also identified that the industry average for repair turnaround is currently 1-2 weeks, whilst Hilti return the tools within 3-4 days, which sets an industry-leading precedence.
Hilti exceeds the annual average with its ‘Hilti Lifetime Service’ package, whereby the company will have the tool back with the customer within 3-4 working days. The Hilti repair service is all conducted 'in-house' from the moment the customer contacts the Manchester-based Customer Services team to the repair centres in Glasgow and Bredbury.
Hilti Lifetime Service is provided to customers with every purchase of a Hilti tool. This package ultimately saves the customer the added expense for items such as tool repairs. Within the Hilti Lifetime Service package, Hilti will replace - free-of-charge- all tools that suffers defects as a result of material or manufacturing faults for the life of the product. For up to 2 years, Hilti also provides a no cost period, which means that the cost of all repairs to a customer during this time is absolutely nothing. The No Cost period even includes wear and tear, with no charge for pick-up or delivery, functional and safety checks, as well as labour costs. Following the No Cost period, is the Hilti Repair Cost Limit, which guarantees that the customer will pay no more than 30% of the current list price of the corresponding new tool for a single repair for the remainder of the lifetime of the tool. Because Hilti repair quality is guaranteed, the company will cover the whole tool for another 6 months, totally free-of-charge.
The overall purpose of the services is to provide Hilti customers with a commitment to quality with the benefit of the most reliable tools that enhance productivity, along with providing financial transparency. As the company is so confident about the quality and reliability of their tools, they can provide Hilti tools with Lifetime Service. Hilti Lifetime Service is completely different to Hilti’s competitor warranty packages, which vary from 1 to 3 years on manufacturer defaults and do not include wear and tear, or items such as transport or labour, or even proof of purchase. Hence, Hilti can claim that Hilti Lifetime Service is unrivalled worldwide and industry unique.
In addition to Hilti Lifetime Service, the company has its Hilti Fleet Management programme, which offers customers the luxury of a tool usage package, with one low monthly usage fee. This programme replaces the upfront cash outlay on tools and covers all tool related costs, including tool usage repairs, servicing, calibrations, unlimited battery exchanges, personalised labelling, online tracking and theft coverage – for up to 5 years. There are no unscheduled, or surprise, repair bills, so any unknowns are eliminated