Customer service

My Jet bandsaw is coming on 4 years old. I know because I bought it at the IWF in 2004.
It has the “Carter-style” roller guides.
The lower guides adjust on a cam to get close to the blade.
There are a number of folks I let use my saw but I will accept responsibility for not loosening the adjusting nut. In any case, the cam broke.
First call to Jet got me a very nice, but unknowledgeable young lady who passed me over to a guy in service who said that he would fax me a parts list. (Nowhere on Jet’s website is the parts list for the roller guide.) A couple of days go by with no parts list so I called again to the direct number I had been given. It rolled over to a very helpful man who, that afternoon, emailed the manual for the Powermatic 14” bandsaw.
While it, too, did not have a parts list it did have a picture showing how to adjust the roller guide.
I sent back an email with the page and illustration and the photo attached here. I told him I would call the next morning and give him a credit card number for the part.
Before I got in the office on Wednesday he had replied that he had the part, it was on the way, gratis, and that it would probably be here today. It got here this afternoon and the saw is again functional.
We hear often about customer NON-service. We also need to talk about good customer service.

Lee Storesund

-- No piece is cut too short. It was meant for a smaller project.