I was just thinking that it’s pretty easy to slam a company when they screw up, but when they get it right it often goes unmentioned. Woodcraft, here’s to you. In case you don’t get to the end of this post, the moral of the story is that Woodcraft (online, not local) totally came through for me.
I’ve ordered a few things from Woodcraft, and never had a problem. There aren’t any woodworking stores within two hours of where I live (unless you count the BORG—and I don’t), so I do most of my tool shopping online. Never a problem, until the granite surface plate I ordered came in damaged. It wasn’t a lot of damage, just a corner broken off, but it’s really a miracle it wasn’t just a box of gravel. It was TERRIBLY packed. It comes in a little cardboard box inside the much bigger shipping box, and it was padded with two small pieces of brown paper. That poor surface plate traveled all over the country, rattling around with essentially no protection, and managed to stay very close to intact. Brave little guy….
So I opened the box up, saw the terrible packing job and the damage to the stone, and I was…miffed. I’d almost say I was “miffed off”, if it didn’t sound weird. I’ve learned not to fire off emails in the heat of the moment, so I waited a couple hours and then emailed Woodcraft customer service to politely explain the situation, request a replacement, and request a little bit of padding in there when they shipped the new one.
This is where Woodcraft passed with flying colors. Within a couple hours, I had a reply from customer service—they were going to ship the replacement plate the next day, along with a prepaid packing label to return the broken one. Unsurprisingly, the new surface plate arrived promptly, along with the shipping label. The real miracle of miracles is that the bugger arrived A) completely intact, and B) MUCH more well-packed.
With most companies, the right hand doesn’t know or care what the left hand is doing, and will only reluctantly communicate with the left hand. In this case, I’m positive that customer service ACTUALLY called the shipping department and told them not to skimp on padding. Who does that these days? Woodcraft, that’s who! Anyway, enough of this endless blog—I’ve got some lapping and sharpening to do, on a beautiful new granite surface plate. Peace out!
-- I hate finishing. I never manage to quit while I'm ahead. --Chris