Grizzly Here I come!!! #3: Welcome to the service department!

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Blog entry by Kevin Wilson posted 03-02-2009 07:11 PM 1358 reads 0 times favorited 14 comments Add to Favorites Watch
« Part 2: Dare I say it? Part 3 of Grizzly Here I come!!! series no next part

A fellow lumberjock, “Cabinetmaster”, posted on the previous entry of this blog that he was sure Grizzly and their service department would fix this jointer issue for me. He couldn’t have been more right!!!

I called the service department this morning and spoke with Philip. I was prepped and ready for battle! Armed with good details, 30 or so photographs, and first name basis conversations with many of the sales associates I spoke to on Saturday. But Philip on asked one thing…

“What can I do to make this right for you, sir?”

I was dumbstruck! Could it be that easy? Well, I have in hand a return authorization number and a phone number. Upon my call, a truck will come to my home to get the jointer, paid by Grizzly. Today or tomorrow, a truck with a new jointer will be en route to bring my replacement, paid by Grizzly. The jointer may not leave until tomorrow because Philip requested the replacement be pulled from the shelf, opened at the warehouse, and all contents be inspected and signed off prior to rebanding the container and shipping it to me.

Customer service indeed!!!! If you guys could only see the grin on my face right now…

-- Can't never did nothin' - Grampa Knapp

14 comments so far

View Julian's profile


880 posts in 3553 days

#1 posted 03-02-2009 07:23 PM

It’s good to hear that they are backing their product.

-- Julian, Park Forest, IL

View PurpLev's profile


8536 posts in 3676 days

#2 posted 03-02-2009 07:35 PM

nice. it’s good to hear good customer service CAN be a reality. Grizzley as it seems has always been on top with their customer service, and I think it’s just as important as having a quality machine.

-- ㊍ When in doubt - There is no doubt - Go the safer route.

View Scott Bryan's profile

Scott Bryan

27250 posts in 3849 days

#3 posted 03-02-2009 07:59 PM

This is the kind of story that I love to hear about.

-- Challenges are what make life interesting; overcoming them is what makes life meaningful- Joshua Marine

View TomFran's profile


2957 posts in 4022 days

#4 posted 03-02-2009 08:00 PM

Good for you, Kevin! Glad to hear that this story has a happy ending.

-- Tom, Surfside Beach, SC - Romans 8:28

View wiswood2's profile


1138 posts in 3724 days

#5 posted 03-02-2009 09:30 PM

Thats how they always treated me .Have fun with if. my Delta made 6 trips to the factory repair dealer all paid by me one way . they finly got it fixed but would not tell me what caused it to just stop. no more delta for me.

-- Chuck, wiswood2

View cabinetmaster's profile


10874 posts in 3586 days

#6 posted 03-02-2009 09:37 PM

Glad to hear the good news Kevin. And yes wiswood2, have had problems with my delta lathe and had some poor CS with them.

-- Jerry--A man can never have enough tools or clamps

View Kindlingmaker's profile


2656 posts in 3554 days

#7 posted 03-02-2009 09:56 PM

Thank you for your info. I will keep Grizzly in mind when shopping.

-- Never board, always knotty, lots of growth rings

View ratchet's profile


1391 posts in 3814 days

#8 posted 03-02-2009 11:17 PM

+1 on keeping grizzly in mind for future purchases.

View rtb's profile


1101 posts in 3741 days

#9 posted 03-02-2009 11:30 PM

We never fail to be vocal about poor CS but often fail to mention the good. As LJ’s we should always inform each other of both.

-- RTB. stray animals are just looking for love

View cabinetmaster's profile


10874 posts in 3586 days

#10 posted 03-02-2009 11:34 PM

I’ll second that remark.

-- Jerry--A man can never have enough tools or clamps

View SCOTSMAN's profile


5849 posts in 3613 days

#11 posted 03-02-2009 11:47 PM

It’s just a pity these inspections of goods are not common practice before delivery takes place.It’s no longer good enough to rely on the factory the goods I have had which come with parts missing etc are unbelieveably anyway good luck I hope it all works out for you kindest regards Alistair

-- excuse my typing as I have a form of parkinsons disease

View dennis mitchell's profile

dennis mitchell

3994 posts in 4342 days

#12 posted 03-02-2009 11:56 PM

The sad thing is that we have to even deal with customer service. When one out of five new tools are faulty (my experience) something is wrong. Very wrong. When you don’t expect more than 5 years out of a washing machine or dish washer something is wrong. When customer service is more importain than the quality of a product something is wrong.

View Emeralds's profile


143 posts in 3590 days

#13 posted 03-03-2009 12:57 AM

It’s always gratifying when you get the type of service that makes you happy you went with the provider you chose. Many years ago quality CS was the norm. For the most part, in my life it still is but only because I go to great pains to insure it before I buy. In that way I know I won’t have to go to great pains afterwards when I’ll feel much more vulnerable.

Researching quality is certainly vital. Nowadays since so much quality control has been given up for the sake of profits it’s imperative that you do your homework. Even so, on occasion you still end up with sub-standard item. That when CS comes in and in my book this is where the rubber meets the road. Before I spend a dime I want to know that if and when it happens the solutions will always runs downhill. I have little enough time left on earth and none of it do I intend to spend fighting with people I’ve paid to service me.

I can happily dismiss ten tales of product woes as long as the CS is in place and sworn to appease me. Manufacturing faults are unavoidable. Problems happen and somebody is going to get exposed. I feel it’s vital to know you’ve chosen a company that will CYA if and when it happens to you. For me, that type of service is worth its weight in gold. My dad preached the old “buy the best you can afford adage” and in his day I think that was the right way to roll. Today, I think an alteration of that strategy is far more important. “Buy the best CS you can find” would be my advice.

I’m happy to hear you had a favorable outcome. Less than an hour ago I popped open my latest product from Grizzly. Once again, it was nothing major, just a good quality product at a very fair price.

-- JMP

View brianinpa's profile


1812 posts in 3751 days

#14 posted 03-03-2009 04:06 AM

Your situation reminds me of a post by a lady named Nancy who it took more than three weeks to get a result that was satisfactory to her from Laguna. In fact, the President of Laguna even posted a comment on her post. I am glad you were shown what real Customer Service is. It took you what: one phone call?

-- Brian, Lebanon PA, If you aren’t having fun doing it, find something else to do.

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