After telling my heartbreaking story I said I would post pictures after I got my plane back from Lie-Nielsen. Well it finally showed up.
Over the long weekend my wife and I were doing some painting in our house. Monday afternoon we were working in the front hallway, and I heard a truck pull up in front of house. I said to her, did you hear a UPS truck pull up to the house? She said no. I said I’m sure I hear a UPS truck pull up. I said I haven’t ordered anything lately, did you? She said no. I said, oh wow it could be my plane coming back home. A few seconds later the doorbell rang. Sure enough there was a long box just the size of a #7 hand plane. I came back in the house with a big smile on my face. She said, you heard the UPS truck pull up, do you salivate whenever you hear a UPS truck? I have to admit I stop and listen whenever I hear the UPS truck, to see if it’s stopping at the house :). I haven’t started to drool yet, but that may happen someday.
Even though it still hurts to look at the pictures, I will post the pictures anyway. Here are the before pictures. The pictures don’t really show it, but the scratches were pretty deep. They left marks on the wood, even after I cleaned up the nicked blade.
Here’s how the plane came back, you can’t even tell there were scratches. They did a fantastic job. There was even a hand written note from the guy that did the work. He said he also made sure the sides were still square after grinding the scratches out.
The lesson to learn from this. Don’t store your wood on the floor and always exam your lumber before working it with any tools.
-- http://theinquisitivewoodworker.com/
13 comments so far
Blake
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2766 posts in 774 days
posted 649 days ago
Now that’s customer service! Interesting story.
-- Check out my new website! http://www.blakeweberwoodworking.com
GaryK
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9555 posts in 888 days
posted 648 days ago
At least everything came out alright. A lesson learned.
-- Gary, East TX -- The longest journey begins with a single step.
Tom Adamski
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309 posts in 670 days
posted 648 days ago
That’s great news. It just makes me feel better about buying their planes, and recently their chisels. Imagine, a company that makes a great product and know how to treat their customers. Happy to see all is good again.
-- Anybody can become a woodworker, but only a Craftsman can hide his mistakes.
Dorje
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1767 posts in 896 days
posted 648 days ago
I’m glad everything worked out as well as it did! Looks brand new once again. I was tracking a package when the ups truck showed up today. I thought that was good timing…
-- Dorje (pronounced "door-jay"), Seattle, WA
Tomcat1066
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776 posts in 696 days
posted 648 days ago
Live and learn, right? At least Lie-Nielsen made it right, which is pretty darn good customer service, since it wasn’t their fault! Can’t go wrong with them obviously!
-- "Give me your poor tools, your tired steel, your huddled masses of rust." Yep, I ripped off the Statue of Liberty. That's how I roll!
sharad
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721 posts in 704 days
posted 648 days ago
Can’t believe my eyes the way the plane was restored. What a great service ! Let many other companies follow such traditions.
Sharad
-- patanjali
Greg3G
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770 posts in 985 days
posted 648 days ago
Wow, they did a great job. Next time I’m in the market, they will be top of my list of companies to deal with. I don’t put with poor customer services like used to…must be getting grouchy in my old age, or perhaps its just a fundimental pricipal of doing business, take care of the customer. There are quite a few companies out there that could take a lesson from them.
-- Greg - Charles Town, WV
Thos. Angle
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4013 posts in 862 days
posted 648 days ago
Good for L-N.
-- Thos. Angle
Greg Salata
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85 posts in 662 days
posted 648 days ago
The plane looks great.
You must feel better now.
Greg
Douglas Bordner
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3427 posts in 963 days
posted 648 days ago
Bright and shiny! Great story, Mike. I am glad to hear I’m not the only one whose ears satnd up when the UPS/FedEx truck lingers at the end of the driveway!
-- "Bordnerizing" perfectly good lumber for over a decade.
TomK
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504 posts in 774 days
posted 648 days ago
Great customer service like that justifies the cost of L-N ! And is was enough for me to make up my mind on which low angle block plane to purchase to replace my cheap Stanley. Thanks for the post.
-- If you think healthcare is expensive now, wait until it's free! PJ O'Rourke
cajunpen
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5968 posts in 965 days
posted 647 days ago
I just love stories with happy endings, I also love new tools and great customer service after the sale. Happy all ended well.
-- Bill - "Suit yourself and let the rest be pleased." http://www.cajunpen.com/
RickH
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18 posts in 648 days
posted 645 days ago
It seems the other major lesson learned is that it can pay to buy quality goods fro a quality manufacturer!
I have had similar great experiences with Lee Valley-Veritas – who also stand behind their products.
Thanks
-- Rick - OC, CA