|Forum topic by thelt||posted 12-15-2009 01:29 PM||1467 views||0 times favorited||9 replies|
12-15-2009 01:29 PM
Five days ago I published, on this forum, my opinion of Delta Machinery and their customer service. Fellas, I have to eat a lot of crow. After that forum post (Another tool manufacturer that is on my DO NOT BUY list). I received two messages. The first one was by email from John Cunningham, the VP for Woodworking Products, for DEWALT, Porter Cable, DELTA. It reads, in part:
My name is John Cunningham and I head up our Woodworking Division for
I then later received a PM on this website from one of the engineers and it went like this:
I have been a long time reader of lumberjocks, but I made an account and posted today to specifically send you a message. I am an engineer for Black & Decker, working on woodworking tools. My most recent project I worked on was designing the delta unisaw. I like many others who are responsible for the design of tools keep an eye on forums like this to see what users are saying and doing with our tools. When a post like yours comes up it personally bothers me, because beyond this as my career I take pride in everything I work on and the brands that we represent. While I can not control our customer service I can pass along comments to the people who can make a difference. A copy of your thread was sent to our product managers and marketing VP for woodworking and then I was asked to contact you, (normally we have a strict non-contact directive for matters like this). If you are willing to give me your contact information so I can pass it along to the product manager who has guaranteed to make things right with you.
I know it may not seem like it from your past experience but we truly care about our customers and stand behind our products.
If you give me your name and phone number I personally assure you some satisfaction.
Today I am here to say, They both meant what they said. My problem has been fixed and my faith restored in a tool manufacturer. I cannot describe what both of the messages meant to me. When I said they don’t care after the sale, That was not true. THEY DO CARE, AND I’M LIVING PROOF THEY DO. Ladies & Gentlemen my hat’s off to this manufacturer. I really don’t know what to else to say, in way of an apology, to my original post. The only thing I can think of is to let everybody know, on this forum, this company is on the up and up and they DO care about customer satisfaction. And to these two gentlemen, a very heart felt “Thank You!” I have purposely not published the name of the second person and will not unless, by seperate correspondence he tell me it’s ok.
Thanks again, Delta Machinery and to the two people that have made their company just “that much” better than their competition.
-- When asked what I did to make life worthwhile in my lifetime....I can respond with a great deal of pride and satisfaction, "I served a career in the United States Navy."