A while ago I posted this blog entry (http://lumberjocks.com/thiel/blog/14521) about how I needed to replace the worm drive in my Triton table router since it had stripped. Triton (having been purchased by HTC tools) sent me out the new part with no questions asked, and I’d found an excellent description of the replacement process online.
At the time, a couple of us noted that a nylon part for a worm gear seemed like a bad idea… and no surprise when six months later, the same gear in my router had stripped again!
Called Triton. They were again very nice on the phone. Again, they offered to ship out the part no charge (though now well out of warranty).
Here’s the interesting part: they called back the next day…. saying that they forgot to tell me that they have had the part REMADE in metal! So, now I have a metal replacement part (free of charge) and I don’t expect to encounter this trouble again!
It’s a long way of saying kudos to Triton/HTC Tools. Not only did they solve MY problem, but they solved THE problem and fixed a design flaw—instead of, say, releasing a replacement model and expecting people to upgrade.
I will buy from then again, for sure.
-- Laziness minus Apathy equals Efficiency