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Forum topic by thelt posted 12-15-2009 01:29 PM 1390 views 0 times favorited 9 replies Add to Favorites Watch
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thelt

620 posts in 2035 days


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
DEWALT, Porter Cable and DELTA. I read your blog and want to offer my
sincere apology for our lack of customer service. We strive to exceed our
user’s expectations both in product and service and clearly we have let you
down.

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."


9 replies so far

View Scott Bryan's profile

Scott Bryan

27251 posts in 2477 days


#1 posted 12-15-2009 02:03 PM

This is the type of customer service story that I enjoy hearing. It sounds like they are going to be able to get your lathe up and running.

-- Challenges are what make life interesting; overcoming them is what makes life meaningful- Joshua Marine

View thelt's profile

thelt

620 posts in 2035 days


#2 posted 12-15-2009 02:17 PM

Yep! Scott, it is up and running and back to work.

-- 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."

View khop's profile

khop

134 posts in 2331 days


#3 posted 12-15-2009 02:43 PM

WOW, Thelt, What a wonderful response you got from Delta. It confirms for me, this is a great site. I am also pleased to see that LJ’s is important enough to the tool manufacturers, to warrant a rare response. Hats off to Delta (and affilliates) for listening. After all, we (LJ’s) are the bread & butter. GOD BLESS
KHOP

-- How am I doing? Better than I deserve. Dave Ramsey

View CharlieM1958's profile

CharlieM1958

15698 posts in 2874 days


#4 posted 12-15-2009 06:08 PM

Good to know that they are listening!

-- Charlie M. "Woodworking - patience = firewood"

View PurpLev's profile

PurpLev

8476 posts in 2304 days


#5 posted 12-15-2009 06:18 PM

it’s easy to badmouth a company, but almost impossible to clean the slate once it’s dirty. thats why I make sure I exhaust all the possibilities before going public with something like this.

I just really hope that the responses you got from Delta are NOT triggered by your public thread, and are a more common response to their customers.

personally I have had good experience with Dewalt. glad to see you’re getting things sorted out.

Peace

-- ㊍ When in doubt - There is no doubt - Go the safer route.

View rustedknuckles's profile

rustedknuckles

160 posts in 2407 days


#6 posted 12-15-2009 10:08 PM

Very nice, I will be keeping Delta on my list of go to products, thanks for sharing.

-- Dave- New Brunswick

View TheDane's profile

TheDane

3784 posts in 2318 days


#7 posted 12-16-2009 02:31 AM

I haven’t had any experience with their Delta counterparts, but I have a good deal of experience with both Porter-Cable and DeWalt, and have always been completely satisfied.

-- Gerry -- "I don't plan to ever really grow up ... I'm just going to learn how to act in public!"

View cstrang's profile

cstrang

1769 posts in 1823 days


#8 posted 12-16-2009 02:47 AM

Great to hear!I think my faith has been restored in Delta… wow, never expected that to happen lol.

-- A hammer dangling from a wall will bang and sound like work when the wind blows the right way.

View Padre's profile

Padre

930 posts in 2144 days


#9 posted 12-16-2009 03:21 AM

Good deal! I just bought a Delta midi-lathe too! :)

-- Chip -----------http://www.penmanchip.com-----------------Micah 6:8

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