|Review by Caleb James||posted 05-19-2010 05:13 PM||7588 views||0 times favorited||39 comments|
I recently purchased a 16” jointer planer combo and 18” 3000 Series Bandsaw from Laguna Tools. It has turned into my worst nightmare. I have spent $6,245.83 on this order. It arrived damaged and I properly noted it on the freight bill. I contacted laguna about the most obvious damage to the band saw. The upper flywheel had come apart in shipping. I rebuilt it and it seems to work fine now.
My nightmare starts really with the jointer. In short this machine should edge join using the fence, face join, and plane. All three functions have defects due to either freight damage of very poor quality control issues. The exception seems to be the fence. It seems to be a straight quality control problem. The way it is packaged couldn’t, in my opinion, have caused damage from shipping. It has a buckle/twist in the center throwing out the fence 3/32 of an inch. I have pictures and have sent them to laguna. Second the jointer tables are out. I spent about 3 hours trying to adjust the out feed table to be level with the cutter head. I is close but doesn’t have enough adjustment in it to make it right. I didn’t bother going on to the in feed table yet. I decided to check the planer for parallel. It cuts heaver on the left side by an 1/8” of an inch! Totally out.
Here is my complant. I feel there customer service has performed very poorly. One person seemed to show concern and actually called me back yet he had no power to make any decisions, in fact everyone so far even the “manager” has to talk to the own to authorize a return for a damaged item. What? Really? This is simple. The item arrived in an unacceptable condition. Either the unit is out from damage or poor quality control. I don’t care but it is not my problem. Yet it is. I am also not going to start drilling out pins as I was told to give more adjustment room for the out feed table. They seem to expect me to do all this work for free. I want to know from others if you think this is right. They have so far refused to take the machine back and give a refund. Which is what I have demanded and I still do. I was threatened or reminded more than once that I would have to return the damaged/defective machine at my freight cost ($400?) plus take a 25% ($1561.45) restocking fee??! That doesn’t sound like standing behind your product to me. I did get and offer finally, after me calling them over and over, of a swop out. They send me a new one and I return the old one. If I don’t accept then too bad for me I guess.
I am now waiting to hear back from them to talk to the owners to see if they will do the right thing. They where already supposed to talk to them and get back to me which didn’t happen. I am totally frustrated. I don’t want to bash Laguna I just want them to do the right thing and accept that they have not satisfied this customer and should just take this return.
Laguna Tools: 1-800-234-1976. Call to comment if you think they should hear feedback from the community. Leave your feedback for me at my blog.