You may have seen the news recently about a problem with the Model 2767 M18 Fuel High Torque 1/2" Impact Wrench. Some users experienced issues after rolling over the changes. We have received a formal response and we are sharing the full text with you.
We recently became aware of a number of users who were having issues with the 2767-20 ½” High Torque Impact Wrench with Friction Ring and quickly launched an in-depth investigation to understand the claim.
After investigation, found 2 different problems:
- We recently implemented a new mechanical design in the 2767-20 model. This new design is distinguished by "H96B" in the serial number. This new design no longer lives up to the Milwaukee name and will no longer be sold. Our development testing of the mechanism did not reveal the symptoms users described, but the feedback was clear and our decision to switch products was ultimately the right thing to do for them. We will continue to produce the original design that has been on the market for many years, distinguished by "H96A" in the serial number. We will immediately cease production of new designs identified by "H96B" in the serial number.
- There are also differences in electrical tolerances that can cause some tools to "stuck". This was exacerbated by the new mechanical design in the 2767-20 inventory, distinguished by "H96B" in the serial number.
If users experience a problem, we encourage them to use our e-Service Portal to send in the tool for repair or replacement – http://bit.ly/2cwwBwJ. All products marked with "H96B" on the serial number will be replaced with "H96A".
frequently asked questions
- What should I do if I want to buy a 2767 but am hesitant until stock of the original design is available?
- Currently in stock at authorized Milwaukee dealers, the 2767-20 has a mix of "H96A" and "H96B" serial codes
- The only affected product is the 2767-20 in bare tool packaging , identified by "H96B" in the serial number. These products will be returned to Milwaukee Tool and will be replaced with "H96A" stock by November 1st .
- Why are you changing the design? Why spoil something good?
A product may change many times during its lifecycle for various reasons, but the goal is always to exceed user expectations. We clearly missed our target this time.
- Will the new tool perform as well as the original?
Yes, we are restoring the original "H96A" mechanical design that has been on the market for many years.
- Why don't you grab it before it hits the market?
A thorough investigation is underway. We applied the exact same test parameters to the original and new designs.
final thoughts
It's never fun to put a lot of work into making a product better, only to find it takes a step or two back, or is fatally flawed. With a tool as good as the 2767, and with Milwaukee having such a strong reputation in the power tool industry, you feel like the stakes are greater.
Every brand wants to increase productivity, sometimes by introducing new tools and often by tweaking existing ones. The fact that Milwaukee got it wrong doesn't underestimate the vast number of ways they offer professional tradesmen and businesswomen (not to mention serious DIYers who appreciate the quality and performance of Milwaukee) to make their jobs easier and more productive.
Milwaukee's openness to the issue and the information they exchanged was refreshing. Yes, there is a problem with the H96B version of the 2767. We know what the product team wants to accomplish, and we know what Milwaukee plans to do about it. If only we all reacted to mistakes like this.