Rookie Mistake #1: A sad day for Mike

A friend had a similar experience with a No. 7 from LN. It was marred when he got it in the mail. They sent him a new plane, no questions asked.

-- Maplewood, MN

Great story. Sorry about the plane.

-- -John "Do I have to keep typing a smiley? Just assume it's a joke." www.flickr.com/photos/gizmodyne

I saw the company featured on “Cool Tools” on the DIY network and their factory & assemby is amazing. They really are top notch and the fact that they are going to resurface the sole of your plane for free really comports with their spirit of excellence that was self evident on the feature that I saw.

It’s great that your mistake this time didn’t cost you. I have a few COSTLY mistake stories of my own and I do agree with you that they are painful and hurtful, but at the same time they are the best lessons.

-- Greatness is not found in possessions, power, position, or prestige. It is discovered in goodness, humility, service, and love.

Tom Lie-Nielsen has the right idea. If you make friends of your customers pretty soon you will have enough money. Good to hear a good review.

-- Thos. Angle, Owyhee Design, Oregon

I always learn from my mistakes, but this one I could have done without.

-- http://theinquisitivewoodworker.com/

It would be nice if more companies realized what it truly means to take care of the customer. Even though it was not a defect they wanted you to be happy and enjoy their product. Not only did they keep you as a good customer but you’ve shared this story with LJ and given them good (not to mention, free) press that will encourage others to shop with them.

Hope the plane comes back perfect, sorry if I rambled – customer service is one of my passions/peeves!

-- Tim D. - Woodstock, GA

Mike,

I’ll be sure to learn from your mistake, though. Thanks for sharing it with us!

-- Ethan, http://www.merganserwoodworks.com, http://greystonegreen.blogspot.com/

And people say good customer service is dead. Glad to know it’s still alive and well!

-- "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!

I’m sorry this had to happen to you.

Lie-Nielson will be well rewarded for its kindness.

-- -** You are never to old to set another goal or to dream a new dream ****************** Dick, & Barb Cain, Hibbing, MN. http://www.woodcarvingillustrated.com/gallery/member.php?uid=3627&protype=1

Lie-Nielson is a great company. I have a few of their planes and chisels, will continue to
shop with them.

-- Still learning everything

Thanks for sharing…Lie-Nielson will no doubt be well compenstaed for providing you with great service. I know where I’ll llook next time I want a fine tool.

-- Bob, Carver Massachusetts, Sawdust Maker http://www.capecodbaychallenge.org

Does anyone own any Lee-Valley and Lie-Nielson planes? I’m interested in buying some quality planes and had been considering the Lee-Valley. Is one of the two better than the other? What about customer service at Lee-Valley?

-- Owen Johnson - aka IowaWoodcrafter

I have a Lee-Valley standard angle block plane, and a Lie-Nielsen low angle block plane. I would describe the quality as comparable—very good. I have never had to personally deal with customer service on either plane.

-- Maplewood, MN

The Lie-Nielson folks have customer service down. They understand that loyal customers are the best advertisement.

Good story Mike.

Dalec

Bummer deal, Mike. I’m glad to hear LN is treating you so well. Congrats on owning the plane. I haven’t been able to graduate to that point yet.

IowaWoodcrafter, check out the two-part interview MsDebbieP did with Lee Valley. I think you will find their customer service is top notch.

http://lumberjocks.com/jocks/MsDebbieP/blog/1633

-- Jeff, St. Paul, MN

I shipped the plane out yesterday. Hopefully I’ll have it back in a couple weeks.

I don’t own any Lee Valley/Veritas planes yet, but I understand they are of a high quality. I’ve been looking at their Plow Plane.

-- http://theinquisitivewoodworker.com/

I have the LV shoulder plane, which I chose over the LN medium…and I have a couple LN planes (low angle block and low angle jack)...my impression is that the two companies are both making fine quality tools. Also, I had a steel straightedge from LV that was never right. It was accurate on one side (guaranteed to be within .001” over the entire length), but out by .006” on the other (it had twist, rocked on edge). I marked the good side and used it for 6-9 months. I decided to call and ask LV what I could do about it, thinking probably nothing, becuase it had been so long since the purchase. Well, that wasn’t the case; LV sent me a new one within a week and told me to ship the old one back to them in the package the new one came in!

So, I think we’re dealing with two companies here that take customer service seriously!

Sorry to hear about the #7 incident, but happy to hear of the outcome! I’m looking at that little LV plow too!

-- Dorje (pronounced "door-jay"), Seattle, WA