As some may have seen, I ended up with quite a saga when I purchased by thickness planer from Highland Woodworking.
To summarize, I ended up with what I believe to be a one-off lemon of a planer—through no fault of Highland whatsoever. I ordered a product from them, they had one in the box from the manufacturer, and they sent it to me. Just what they were supposed to do.
But, after the experience unfolded as documented in my review of the planer, Chris Bagby, the owner of Highland Woodworking, contacted me both in the reviews and personally, and spent the majority of the weekend emailing with me, checking in on my progress to try to solve the issues I was having, and really going the extra mile.
I am in fact sending the planer back—just too much work to try to get a tool working—and as you can see from the comments on the review page, Chris is taking it back and handling the shipping as well. I don’t want to share his secrets here, but let’s just say he has even gone additional miles in our personal communication pathway to make sure I’m happy with the final solution.
I can tell you that, while still not thrilled with the planer itself, I am THRILLED with Highland Woodworking’s customer service, and plan to go out of my way to buy from them again in the future. While we usually feel disconnected from the people that we do business with, I can say quite honestly that Chris and Highland went out of their way to make sure I was happy here. Of course it’s good for his business to make sure everyone here sees that he’s treating me well, but he also went out of his way in areas not visible to anyone but me to make sure I was treated exceptionally well, and I will remember that next time I need to buy a tool.
I’d say if you have the opportunity to purchase from them, you should do so.
-- Todd (Denver, CO -- Highlands)