|Review by kajunkraft||posted 01-24-2014 01:46 AM||6999 views||0 times favorited||10 comments|
I recently purchased the Grizzly G0452Z jointer. It has the spiral cutterhead. Assembly was pretty easy, took about an hour. Directions were pretty good. Condition of all parts, finish, etc. was fine. The machine does an awesome job of flattening, as it is supposed to, and is very quiet (relative to the bladed versions). So, in my opinion this is a great machine.
What I really want to comment on, however, is Grizzly’s customer service.
This machine came in two boxes. Box 1 arrived on January 6, 2014. Nobody seemed to have any clue as to where is Box 2. I was dealing with the shipper only, as I didn’t feel that Grizzly was in any way the problem here.
The delivery driver said that Box 2 was probably left at the terminal by mistake and I would get it “tomorrow or the next day”. He did call someone on to report the shortage. I did indicate on the delivery receipt that only one box was received.
“Tomorrow” and “the next day” came and went with no Box 2 delivery. So I contacted the shipper and got a “we’ll check into it” response. I couldn’t help but feel that they really didn’t care too much. Just one box out of thousands.
Mainly because of this attitude I also contacted Grizzly’s Customer Service. Again, I did not feel that this was at all Grizzly’s fault, but thought they ought to know. Furthermore, I realized that I had contracted with Grizzly to purchase the machine and it was, ultimately, their responsibility to have it delivered, regardless of the carrier they chose.
Anyway, days went by with no Box 2. It was finally received on January 20, obviously 14 days after Box 1 arrived.
In the mean time, Susan from Grizzly (I believe she is in the “Shipping Dept.”) followed up very closely. She obviously was in frequent contact with the shipper, and, just as importantly, me. I had gotten to the point that I wanted to forget Box 2 and return Box 1. On the other hand, there is no comparable jointer in this price range, so I wanted to complete the transaction. Susan and I spoke on Friday, the 17th when it was “absolutely, positively” supposed to be delivered. I waited until 6:00 PM (was supposed to be delivered by 5:00 PM). At 4:30 I called the terminal and Box 2 was on the truck and the truck was about 15 minutes from me. Don’t know how he couldn’t make it until about 6:15, but that’s when he finally showed up. I had left, but someone on the premises let me know that he did arrive and would be back Monday morning. Susan called me Friday night and, upon learning of yet another failed delivery, said she would call me back Monday, which she did. At 12:30, now past “Monday morning” I called the terminal and they said he would be there within the hour. Susan called me twice again until Box 2 finally arrive; case closed.
Sorry that this has been a little long-winded, but I really want to stress how concerned and helpful Susan was. I really think that the shipper couldn’t care less when or if Box 2 got delivered, but Susan stayed on top of it. Kudos, of course, to Grizzly and Susan for the excellent customer care.