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View BoardSMITH's profile

Grizzly CS

by BoardSMITH
posted 03-15-2012 06:18 PM


23 replies so far

View interpim's profile

interpim

1133 posts in 2204 days


#1 posted 03-15-2012 06:22 PM

Good luck

-- San Diego, CA

View lazyoakfarm's profile

lazyoakfarm

144 posts in 1543 days


#2 posted 03-15-2012 06:33 PM

Im sorry you had a bad experience. I hope mine is more of the norm.

I had some issues with my 8” jointer out of the box. they sent parts next day air. it didnt fix it. they sent UPS freight out to pick it up and delivered a new one.

I have a whold shop full of Grzzly. Not Great tools but good tools.
I just got paid big bucks for a PM bench top mortiser. Now thats quality.

View twiceisnice's profile

twiceisnice

95 posts in 1573 days


#3 posted 03-16-2012 12:47 AM

Im on your side 100%. I’ve had grizzly tools in the past and stopped buying their equip.

Most people seem to think the only place to by machinery is grizzy,rockler,woodcraft and so on.

Check to see if you have an industrial woodworking machinery dealer near you. They can get just about anything you want .

Your service will be 100% better and if you get in a pinch , they will come to your house. good luck.

View Trapshter's profile

Trapshter

62 posts in 1140 days


#4 posted 03-16-2012 01:15 AM

BEWARE OF THE BEARS!!!!!!!! I have a few grizzly tools . One of which is a ten foot slider T S. The scale on the cross cut fence reads 14-15-16-14 -18-19 inches . They double printed the 14 in mark .it’s a ten dollar replacement part cost them probally $3.00. They will not replace it. I bough the saw used it was not even year old when I bought it . They will not warrantee anybody but the original owner . Even if it is a manufactures defect.I realize this is a small item but what if it was something major. I will tell this story over and over. So if anybody is buying a used Grizzly tool don’t pay much for it .it’s not worth it .
Jm

-- Smile and wave boys just smile and wave

View ruel24's profile

ruel24

78 posts in 1039 days


#5 posted 03-16-2012 01:42 AM

Seriously? You slam the entire brand over that issue?

View BoardSMITH's profile

BoardSMITH

104 posts in 1009 days


#6 posted 03-16-2012 02:01 AM

Sadly, after the third call to a CS supervisor who was in yet another meeting, maybe she should stay at her desk and work for a change, I was given the opportunity to leave another message. Rather than waste my time I told the woman I was speaking with to to tell her personally that I woud be filing a dispute with my credit card company. Being avoided by a supervisor is poor customer relations.

BTW The Grizzly G0490X is a almost exact twin to the Delta DJ20. The only real differences are the color, switch placement and the Delta is more expensive. I will buy one tomorrow and order a Shelix cutterhead as well.

-- David www.TheBoardSMITH.com

View Trapshter's profile

Trapshter

62 posts in 1140 days


#7 posted 03-16-2012 04:25 AM

No I didn’t t slam them over a stupid $10 part. It is there warrantee policy!!!! the saw is just about a year old now. What if the motor went or the slider table had issues. I can understand not warranting anybody but the original owner. It’s my opinion every company should warrantee against manufactures defects …..... If. They make a product and it’s clearly their fault something is wrong they should fix it. If they had a back bone they would stand behind their product and fix it. If we don t speak out against this kind of company then we are at fault. But hey if you want to deal with companies like this that’s up to you I will no longer.
Jm

-- Smile and wave boys just smile and wave

View BoardSMITH's profile

BoardSMITH

104 posts in 1009 days


#8 posted 03-16-2012 10:03 AM

I had no intention of starting something here, just reporting on my experiences with Grizzly CS and their supervisor in particular. I’m not slamming the company. I’m hoping this was an unusual occurance and simply do not like the way my offer/request for a replacement jointer with an additional purchase was handled. It was their choice to deny and my choice to start the credit card company dispute.

Rick L – I followed the instructions in the manual four times. Starting with the outfeed table I set it so it was 1/16” above the cutterhead drum as specified in the manual. Then I leveled the infeed table and attempted to adjust the infeed so it was parallel and even with the outfeed. Being extra careful on the fourth attempt. I found the eccentric bushings would not adjust the tables enough to bring the infeed within tolerances to the outfeed table. Even after all the adjustments back and forth, the snipe was still there. I measured with a set of feeler guages and found one side was higher by 0.010” and the other side was lower by 0.013”. After spending as much for the jointer as I did, going through the difficult adjustment process and then going round and round with the CS and Tech people, I was elated they agreed to take it back for replacement. As I stated above, I had no confidence in that model and requested a different one be sent back along with an additional piece of equipment which they denied.

As I said, their choice and my choice. Again, I am not slamming the company, just the way my request was handled.

BTW I operate a small professional shop and have little time to baby sit machines or try to work around defects or problems. If it was as simple as a misprinted scale, I could accept that or just purchase a new scale and be done with it. But I make my living on those machines and must have a dependable, accurate and powerful equipment which I can purchase economically. I believe in the old adage that is is as unwise to pay to much for something as it is to pay to little.

-- David www.TheBoardSMITH.com

View BoardSMITH's profile

BoardSMITH

104 posts in 1009 days


#9 posted 03-16-2012 02:27 PM

HOLY REVERSE GEAR BATMAN!

Just received a call from Grizzly CS. They have agreed to a refund/store credit towards the purchase of a G0490X jointer and G0564 edge sander. I’ll pay the difference.

-- David www.TheBoardSMITH.com

View Bill White's profile

Bill White

3581 posts in 2706 days


#10 posted 03-16-2012 02:34 PM

Glad that the folks a Grizz came thru. I’m happy with my “bears”.
Bill

-- bill@magraphics.us

View NBeener's profile

NBeener

4806 posts in 1920 days


#11 posted 03-16-2012 02:41 PM

Trapshtr wrote:

”I will tell this story over and over. ”

Oh … please don’t.

In a case like yours, IT WOULD BE NICE if they replaced the measure, but … as you have admitted knowing … the warranty extends only to the original owner—FAR FROM uncommon.

You did NOT have a motor failure, or anything catastrophic. Whining about Grizzly for this one …. IMHO … is contributing to the adversarial relationship between manufacturers/retailers and customers.

The customer is ALWAYS right … except when they’re not.

IMHO, you are not.

To the OP: I’m very glad that Grizzly got this worked out to your satisfaction. I’ve had similar experiences, and—while they didn’t thrill me—did get satisfaction from Grizzly.

Improving QC is a (no pun intended) real bear, particularly with offshore production.

Improving customer service, OTOH, is nowhere near that hard. I do believe they work on both.

-- -- Neil

View BoardSMITH's profile

BoardSMITH

104 posts in 1009 days


#12 posted 03-17-2012 10:23 AM

There still seems to be a small detail to be taken care of.

During a previous conversation I was told when I returned the defective jointer, if I would provide the PRO # they would immediately get another ready to send out. Now, I was told an inspection has to take place prior to sending the replacment which I believe may mean checking to see that I didn’t send back a 1000 pound chunk of concrete or a huge rock. According to CS, it could take up to 72 hours for that to happen. Once the inspection happens, I will be contacted for payment and the new equipment will be sent out.

Yes, I am a little impatient and very tired of messing with this. It has tried my patience dramatically and I have tried very hard to keep my cool, speak evenly and politely and act professionally. In my opinion, this could have been resolved a week or more in the past and I could have been back to work and Grizzly would have a better reputation in my eyes, on NCWW and here on LumberJocks. As it stands now, for me to buy again from Grizzly will take some serious consideration on my part and a lot of caution.

And I still have an empty place in the shop where a jointer should be.

On the bright side, I have a friend on NCWW who managed to put a bug in the ear of a Grizzly supervisor who may have had some input in making the replacement go a little quicker. So I won’t embarrass the member I will keep the idenity between us and I will thank him here on the forums for the help he provided. Without a friend like this, I may still be just beating my head aganst the wall.

-- David www.TheBoardSMITH.com

View BoardSMITH's profile

BoardSMITH

104 posts in 1009 days


#13 posted 03-20-2012 10:30 PM

WILL IT EVER END?

On Friday 3/16 I received a call from Grizzly CS saying I was going to get the replacement jointer and edge sander as I requested. They would issue a store credit for the defective 12” jointer and all I would have to do was pay the difference before they would ship. No problem. Exactly what I requested! But they would have to inspect. I guess they thought I had shipped back a 1000 pound chunk of concrete.

This afternoon I get another call. This one said I would get a refund to my card and I would have to pay for the entire purchase instead of a store credit and pay the difference. I’m not willing to wait 5 to 10 days for the refund to appear and told the rep so. He promised he would get back to me this afternoon. That was at 3:15. No return call.

Is there anyone at Grizzly customer service who has a brain and can function?

-- David www.TheBoardSMITH.com

View ruel24's profile

ruel24

78 posts in 1039 days


#14 posted 03-21-2012 11:58 AM

Do you know how many calls Grizzly handles? It’s probably quite a lot. They sell 10’s of thousands of machines on a regular basis. You have to give the company a little slack. This person on the phone probably has to have supervisor approval for your situation, and it may be a little more work than just simply okaying your request. On top of that, he’s still fielding a ton of calls on a daily basis.

The best thing for you to do, is get the name and extension of the CS rep you were talking to, and get back with him if you haven’t heard from him, and follow up. Is it really that hard? Or is it easier to just rip into someone, when you have no idea the steps that need to be taken on the other end? It surely doesn’t seem as if they’re giving you the runaround. It just seems that what you want/and are getting is outside their normal company policy, and that isn’t left in the hands of the CS representative. Be patient. Do you really feel as if they’d bend over backwards anymore at Jet? Delta? Probably not…

View BoardSMITH's profile

BoardSMITH

104 posts in 1009 days


#15 posted 03-21-2012 02:16 PM

A little slack? How about 4 weeks worth!

I realize they sell a ton of machines and I realize what I was asking for wasn’t what would be considered a normal request but it was approved. I was given approval for a store credit against the replacement equipment and I even offered to buy an additional piece. Then the store credit disappeared and I was to get a refund. Seems a little convuluted to issue a refund just to have it sent back in another transaction.

In my small business if someone asked to return a product for a larger more expensive one, I wouldn’t hesitate one moment.

A little slack? How about a little customer service?!

-- David www.TheBoardSMITH.com

View NBeener's profile

NBeener

4806 posts in 1920 days


#16 posted 03-21-2012 02:19 PM

”In my small business if someone asked to return a product for a larger more expensive one, I wouldn’t hesitate one moment.”

One of the really great things about a SMALL business. They ARE able to respond more quickly, in most cases.

Good luck !

-- -- Neil

View wiswood2's profile

wiswood2

1128 posts in 2442 days


#17 posted 03-21-2012 02:41 PM

I just got my grizzly 6” jointer MD G0654 last week It joins the other 12 bears in my shop, Got my first one in 1992 a 12” planer ,The only trouble I have had is a bearing went out of it last year but that is just from a very lot of hard use in 20 years.
Chuck
Wisconsin-Wood-Chuck

-- Chuck, wiswood2 www.wisconsinwoodchuck.com

View ruel24's profile

ruel24

78 posts in 1039 days


#18 posted 03-21-2012 11:00 PM

I’m just saying, do you think you would have gotten a better response from Delta? Powermatic/Jet? General? Rikon?

View Elizabeth's profile

Elizabeth

811 posts in 1889 days


#19 posted 03-21-2012 11:47 PM

Re: your number two point – If your jointer arrived in a big shipping crate and the set screws were under the crate when you cleared up, then they held the jointer in place within the box. The same thing happened to me, and I worked out where they came from, though I can’t recall ever removing the nuts that were presumably on the other end. I remember thinking it seemed to be a not very good way of securing an extremely heavy machine.

View BoardSMITH's profile

BoardSMITH

104 posts in 1009 days


#20 posted 03-22-2012 12:10 AM

After a maddening amount of calls, never to the same person twice in a row, having to repeat myself over and over trying to get my point across and almost to the point of pulling my hair out, I finally got in touch with a CS supervisor who was able to look over everything and sort things out in a way that satisfied Grizzly and me. We went through the whole scenario bit by bit, looked at options, sorted through the store credit/refund thingy, worked with the credit card company, corrected some accounting errors and came up with the answer, the two pieces of equipment will be on the way tomorrow.

She has my everlasting admiration and respect! Now I can get back to work!

BTW Please pardon me if I sounded whiney or complaining. I get so frustrated some times!

ruel24 – Customer service is a dying art in the USA now. So little care is given to those of us who spend our hard earned dollars and it is frustrating to hear the same old stuff time after time. The supervisor I spoke with today was efficient, business like and personable while uncovering mistakes and omissions others had made and got the job done in a very reasonable amount of time. I couldn’t care less if Delta, Powermatic, Jet or any of the others could have given me more time or assistance. It was with Grizzly that I spent my money.

Elizabeth – The set screws were from the interior of the machine somewhere. The jointer was supposed to be held down with three large bolts but the nuts had disappeared from the underside of the crate. When we slid the jointer off the crate bottom, the bolts fell out. Where the set screws came from is a mystery and would not have been large enough to hold the jointer to the crate.

-- David www.TheBoardSMITH.com

View mcase's profile

mcase

438 posts in 1875 days


#21 posted 03-22-2012 04:29 AM

I had better luck. I ordered the G0490 three years ago when it first came out. The base was smashed up in shipping. I told them I was in business and they waived the inspection and shipped the replacement immediately – the same truck picked up the damaged base. I had my safety cover spring unwind, but simply held the cylinder with a wrench and rewound it and tightened that allen screw. I also had the pulley fall off. This is common by the way and may happen to you again. Its need a dab of lock tight. In fact I will recommend that you use lock tight on all the allen screws in the pulley assembly including the one on the cylinder head. This will save you some headaches. As for aligning the tables, yeah that’s’ tough! I went round and round with this myself. You end up chasing it, but I finally got it. But don’t feel bad about your choice. In the first place Delta was recently sold and is in utter chaos. They stopped making the dj anyway I think and nobody can get parts for any of their stuff. So don’t beat yourself up with “I could have got a Delta Jointer” – you probably couldn’t. As for Powermatic, read up on their tables since they started making their jointers in China. The tables themselves are warped and dished and from the posts I read PM just doesn’t care (that is if they answer their phones which they often don’t) So don’t despair, the other choices are not what they seem. On the other hand, the tables on my Griz jointer were dead flat. And while adjusting the tables was a bear, and the screws and bolts were in need of lock tight, I ended up with great accurate jointer that has served me for years and so will you.

View BoardSMITH's profile

BoardSMITH

104 posts in 1009 days


#22 posted 04-03-2012 04:19 PM

HAPPY ENDING!

I was able to work with a Grizzly CS Supervisor and she managed to get more done in a day than all the others did in 5 weeks. I received the G0490X jointer, cleaned all the grease from the tables and anywhere else the Chinese could slop it, checked out the squareness of the tablesd and put it to use. Bingo! Dead on!

The edge sander I purchased, G0564, is made in Taiwan, was crated and packed better, had a better quality of paint and much less grease slopped on and was easy to set up. Once I get some good belts for it, I am sure it will be a good performer.

Hooray for the CS Supervisor. She saved a customer and made me a happy camper.

-- David www.TheBoardSMITH.com

View WoodNDust's profile

WoodNDust

181 posts in 852 days


#23 posted 05-18-2013 03:22 AM

BoardSMITH – I know that this is post is from a while ago, but I would first like to congratulate you on ending up with good customer service. CS is one thing that Grizzly excels in very much, especially if the customer is calm and descent over the phone/email. I am curious, after a little over a year, how do you feel about this experience? And can you give a little update on your G0490X jointer?

Thanks.

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