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Legacy Maverick 3x5 Gen. II #17: I HATE being lied to.

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Blog entry by copythat posted 03-31-2018 12:58 AM 1584 reads 0 times favorited 15 comments Add to Favorites Watch
« Part 16: Dust collection for the beast! Part 17 of Legacy Maverick 3x5 Gen. II series Part 18: Taking my mind of the issue . . . »

So fellow lumberjocks, what would you do if you were in my position?

When I ordered my Maverick 3×5 from Legacy, I was told it would be the beefed up Gen II that went into production just before my order. I called Legacy back when I first received my machine and told them my machine was a Gen I and not a Gen II. Someone in customer service told me I was correct and that she would talk to management to find out how to remedy the problem.

My salesman called me back and flat out lied to me. He also bad mouthed the woman who told me I was right about my machine. He insisted she had no idea what she was talking about. The problem was I had no way to prove my machine was a Gen I because Legacy had not posted any images of the beefed up Gen II.

Yesterday, someone on here shared a Legacy training video with me that covered setting up “your new Gen II.” I watched the video and noticed that my gantry was no where near as stout as the one in the video. Also, my machine did not have a port for the plug in e-stop that came with it, but the Gen II in the video did.

I contacted Legacy yesterday with my newly acquired proof. The woman I had previously spoken to said she understood why I was upset. Some hire up contacted me via email this evening and said he would call me on Monday. He included a picture of a Gen II gantry and asked me to do one thing before Monday, measure the width of my gantry and confirm it is 10” wide. I sent a picture to him of my 7.5” wide gantry. That is a significant difference.

MY GANTRY:

GEN II GANTRY:

I hate being lied to. I cannot believe I paid all that money and they tried to deceive me. This was a dream purchase for me because I typically cannot afford to spend that much money. What would you do or how would you want the situation remedied if you were in my shoes?

-- Rob



15 comments so far

View CaptainSkully's profile

CaptainSkully

1601 posts in 3611 days


#1 posted 03-31-2018 02:02 AM

Dude, I feel your pain. I always follow the chain of command trying to give them a chance to provide me excellent customer service. Then I start working my way up the food chain. Then I tell them I’m going to start blabbing my negative experience all over the place. Then I start blabbing my negative experience all over the place. I’m only joking of course, but then you can tell them you cut your finger off and now you’re suing…

I always try to get everything in black and white. I document who I talk to and when. Do you have any documentation stating that you’re getting the Gen II? Do you have an invoice with an order date and documentation from them on the release date of the Gen II?

Above all, I am always civil until it’s time to not be civil. I never use a cuss word because that immediately gives them cause to dismiss you, even though you want to SO much. With that being said, last year I had a major problem with a web hosting company and the only thing that got me any forward progress was screaming and cussing, which I feel diminishes me. It’s unfortunate when you have to deal with a company that only reacts to that kind of behavior.

-- You can't control the wind, but you can trim your sails

View Rich's profile

Rich

3185 posts in 642 days


#2 posted 03-31-2018 02:23 AM

Like Skully said, if you have an invoice showing that you purchased the Gen II, they need to either correct it or refund your money. If not, you don’t have any proof they sent the wrong item and can only hope they are good natured enough to take care of it.

-- Half of what we read or hear about finishing is right. We just don’t know which half! — Bob Flexner

View bendwriter's profile

bendwriter

14 posts in 346 days


#3 posted 03-31-2018 04:57 AM

Rob, I’ve been a freelance writer for many years, and have both taken and taught a lot of classes on writing. Here’s my best advice:

1) Gather and organize all of your documentation, starting with when you first placed your order.
2) Do a bit of online research, and find the name and address for the President, CEO, or other top official of the company.
3) Craft a firm, professional letter. Lay out the facts, and cite all of your documentation. Don’t be nasty or insulting, but be very firm.
4) Make a CLEAR REQUEST for what action you want the company to take. A replacement? A refund? Be specific.
5) Give them a CLEAR timeline of when that request has to be met before you take further action.
6) Tell them what that further action will be, for example disputing the charge through your credit card company.
7) At the bottom of the letter, put CC:, and then list everyone you can think of to send a copy to. That might include the person you dealt with at a local store, the Better Business Bureau, other officials within the company – in other words, anyone who might get their attention and prompt them to action.
8) Finally, send the letter addressed to the President or whomever you’ve identified, and write “PERSONAL AND CONFIDENTIAL” on the outside of the envelope.

These steps rarely fail to get attention and results. Good luck, and I hope this helps!
Paul

-- "Rescuing one dog won’t change the world, but it surely will change the world for that one dog"

View copythat's profile

copythat

138 posts in 659 days


#4 posted 03-31-2018 05:42 AM


Rob, I ve been a freelance writer for many years, and have both taken and taught a lot of classes on writing. Here s my best advice:

1) Gather and organize all of your documentation, starting with when you first placed your order.
2) Do a bit of online research, and find the name and address for the President, CEO, or other top official of the company.
3) Craft a firm, professional letter. Lay out the facts, and cite all of your documentation. Don t be nasty or insulting, but be very firm.
4) Make a CLEAR REQUEST for what action you want the company to take. A replacement? A refund? Be specific.
5) Give them a CLEAR timeline of when that request has to be met before you take further action.
6) Tell them what that further action will be, for example disputing the charge through your credit card company.
7) At the bottom of the letter, put CC:, and then list everyone you can think of to send a copy to. That might include the person you dealt with at a local store, the Better Business Bureau, other officials within the company – in other words, anyone who might get their attention and prompt them to action.
8) Finally, send the letter addressed to the President or whomever you ve identified, and write “PERSONAL AND CONFIDENTIAL” on the outside of the envelope.

These steps rarely fail to get attention and results. Good luck, and I hope this helps!
Paul

- bendwriter


Thank you for the information. I have gathered my quote, invoice, emails, text messages and photos concerning my dispute. I plan to draft a letter this weekend and mail it on Monday. I’m curious to see how the company will respond. I have heard nothing but good things about Legacy; well, except for the salesman I dealt with. Go figure!

-- Rob

View Jacksdad's profile

Jacksdad

185 posts in 477 days


#5 posted 03-31-2018 10:46 AM

Re whole situation sucks, you spend a lot of money and that’s the way you are treated, it’s not right.

View lightweightladylefty's profile

lightweightladylefty

3243 posts in 3765 days


#6 posted 03-31-2018 05:48 PM

Rob,

With what you have gone through and what you have documented on this blog, you might consider spending a little more money and getting an attorney to negotiate a settlement. You should be reimbursed for your time in setting up the wrong machine, double expenses of forklift, etc. An attorney’s name on a letter might make them consider a better response to you. When the higher-up calls on Monday, you might let him know that you are considering meeting with an attorney to discuss fair remuneration. This might make them consider the inconvenience this has caused you. Your documentation in this blog should help them realize that you are only seeking what is right.

Another thing to remember is that a dishonest/incompetent employee might be trying to cover for his error and this may not be a negative reflection on Legacy as much as on an employee who should be reprimanded or released from service.

You’ve gone through too much to not get satisfactorily compensated. Best wishes!

L/W

-- Jesus is the ONLY reason for ANY season.

View AandCstyle's profile

AandCstyle

3093 posts in 2310 days


#7 posted 03-31-2018 09:20 PM

Rob, I will add two things to this discussion: Many companies record phone conversations “for training purposes”. There is a fair chance that they have your discussion in their files. Secondly, if they don’t live up to what you were told, I will immediately cross Legacy off my short list because I won’t knowingly do business with a company like that.

-- Art

View Dark_Lightning's profile

Dark_Lightning

3171 posts in 3162 days


#8 posted 04-01-2018 02:05 AM

Did you buy your machine with a credit card? You can complain to them, and get some sort of compensation.

-- Random Orbital Nailer

View Kelly's profile

Kelly

2044 posts in 2997 days


#9 posted 04-04-2018 04:30 AM

If you can show you ordered a Gen II, you have good standing to demand an upgrade. Companies cannot get away with “bait and switch” and the law is clear, you have a right to get what you paid for. It’s that simple.

You don’t have to get rude, but you do not have to “request” being made whole, you have the right to demand, if you did, in fact, order a Gen II version of the machine.

View Rich's profile

Rich

3185 posts in 642 days


#10 posted 04-04-2018 05:01 AM

You haven’t answered whether you have documentation that you ordered the Gen II, or if you were simply “told” that the Gen II would be the one shipped. Big difference when it comes to making your case.

-- Half of what we read or hear about finishing is right. We just don’t know which half! — Bob Flexner

View copythat's profile

copythat

138 posts in 659 days


#11 posted 04-04-2018 05:14 AM



You haven t answered whether you have documentation that you ordered the Gen II, or if you were simply “told” that the Gen II would be the one shipped. Big difference when it comes to making your case.

- Rich

The invoice is not generation specific. However, I purchased the unit at full price and after release of the Gen II. If that isn’t good enough, I have emails, text messages, and one recorded phone call from two of their employees claiming my machine was a Gen II.

-- Rob

View Rich's profile

Rich

3185 posts in 642 days


#12 posted 04-04-2018 05:20 AM

I hope it works out in your favor. If they do screw you over though, I’d be happy to coordinate a LJ campaign to flood them with emails indicating that they will never get another sale from one of us.

That’s not something to do until every option is exhausted for you, but if it comes to that, we’ll give them hell.

-- Half of what we read or hear about finishing is right. We just don’t know which half! — Bob Flexner

View copythat's profile

copythat

138 posts in 659 days


#13 posted 04-04-2018 05:29 AM

I really like their machine but my experience with their salesman has been absolutely miserable. I heard nothing but rave reviews about their customer service, training, and so forth. I was told the family owned company made you feel a part of their family. I am not seeing that aspect of their business and it bums the heck out of me. If I was wealthy or a corporation, perhaps it wouldn’t be a big deal. This was a once in a lifetime purchase for me and I feel cheated.

-- Rob

View Kelly's profile

Kelly

2044 posts in 2997 days


#14 posted 04-04-2018 02:55 PM

All that is admissible in a court action and would set the stage.

The invoice is not generation specific. However, I purchased the unit at full price and after release of the Gen II. If that isn t good enough, I have emails, text messages, and one recorded phone call from two of their employees claiming my machine was a Gen II.

- copythat


View Dwat's profile

Dwat

23 posts in 162 days


#15 posted 04-04-2018 04:05 PM

I have nothing more to add to what has been said other than if they do not make it right my intention of buying from them in the future will not happen. You can add my name to the list.
Dan

-- -There is no limit to what you can do if you do not care who gets the credit-

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