Laguna Customer Service

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Forum topic by TheDane posted 05-24-2016 09:49 PM 2026 views 0 times favorited 13 replies Add to Favorites Watch
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5525 posts in 3811 days

05-24-2016 09:49 PM

Topic tags/keywords: laguna customer service

In October of 2015, I bought a Laguna 2hp Cyclone Dust Collector (Model: MDC0560-0145).

After a few months use, I began t notice a build-up of dust on the lid of the Drum Lid. I have found two tiny holes in the 12” diameter hose that connects the cone to the lid. I covered the holes with Gorilla tape, which stopped the leakage temporarily.

This morning (May 24, 2016) I sent an email message describing the problem to Laguna’s technical support and asked how I could obtain a replacement.

A half hour later, my phone rang, with Laguna asking for a copy of the receipt. I scanned it to a PDF and emailed it to them. About 40 minutes later, I got three emails from Laguna: a customer survey dealing with my experience with their tech support, a note from the technician advising that a replacement was being shipped, and $0 invoice with shipping info.

Fast, courteous, problem-solving service. Can’t ask for more than that!

UPDATE—May 26, 2016—Replacement part arrived today.

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

13 replies so far

View Joe Lyddon's profile

Joe Lyddon

10266 posts in 4201 days

#1 posted 05-24-2016 10:06 PM

That is always good to hear…

... it’s nice when Customer Service & Co. is fair with you…

You could have tried a dab of epoxy or CA or rubber glue in the holes… Try it & keep new one for a spare! :)

-- Have Fun! Joe Lyddon - Alta Loma, CA USA - Home: ... My Small Gallery:"

View lew's profile


12328 posts in 3904 days

#2 posted 05-25-2016 12:03 AM

That kind of service goes a long way when you are trying decide from which company to buy your next piece of equipment.

-- Lew- Time traveler. Purveyor of the Universe's finest custom rolling pins.

View Sawdust35's profile


30 posts in 1010 days

#3 posted 05-25-2016 12:59 AM

I had a very similar experience with Laguna last month. Needed something replaced on my bandsaw and needed tech advice and got phone call within the hour of taking with an operator at Laguna. Technician that called went out to their shop to look at machine to help answer my questions. Replacement part was shipped at no cost and no questions asked.

View distrbd's profile


2252 posts in 2595 days

#4 posted 05-25-2016 01:38 AM

Gerry, it is more pleasing to hear that Laguna sent you the item free of charge knowing that you were willing to buy and pay for the item ,this never used to happen years ago with Laguna as far as I remember.I used to read a lot of bad experiences with their customer service but it looks like they have turned things around.

-- Ken from Ontario, Canada

View clin's profile


929 posts in 1144 days

#5 posted 05-25-2016 03:31 AM

I don’t have a dog in this fight, but I do remember quite a long thread ripping Laguna customer service pretty bad. Enough that I concluded, no way would I ever deal with them. But I do wonder how much of that was people commenting on their own experience, or just echoing what they had heard.

I hate to write off a potential supplier, due to a few disgruntled customers who simply made a lot of noise.

Is their a consensus on the current state of Laguna customer service? Was it really that bad. And if it has changed, is that due to something real, like new ownership.

-- Clin

View BurlyBob's profile


5918 posts in 2414 days

#6 posted 05-25-2016 04:03 AM

I concur with Clin. I’ve put off buying a Laguna Band saw simply because of all the bad feedback I’ve read here at LJ’s. Gerry’s and Sawdust’s experience sure counters previous postings. Let’s hope it’s a good sign of better things to come.

View Druid's profile (online now)


1869 posts in 2944 days

#7 posted 05-25-2016 05:23 AM

Great news Gerry. I have to agree with Lew. That’s the kind of service that makes you want to deal with a supplier. I had quite the opposite “service” recently when I tried to get a replacement for a Craftsman (guaranteed for life) 13mm socket which had split. The local Sears manager would not replace the socket unless I would first place a prepaid order for a new socket, and he would then exchange it for the defective one, and finally give me a credit (not a refund) for the amount of the order. Sure doesn’t hold a candle to the admirable service that you received.

-- John, British Columbia, Canada

View TheDane's profile


5525 posts in 3811 days

#8 posted 05-25-2016 12:59 PM

Sure doesn t hold a candle to the admirable service that you received.

Right on. When I was 16, I cracked one of my Dad’s Craftsman socket wrenches installing a new universal joint on my ‘54 Ford. I knew he would be upset, so I owned up to it right away when he got home from work that night. He told me to go over to the Sears store and get a new one. I scraped up a few dollars and made my way to Sears on a city bus. The guy behind the counter took one look at the cracked socket, went back into stock room, and came out with a replacement … no charge! That was 53 years ago. If you look in my tool chest today, you’ll find a set of Craftsman socket wrenches with one that doesn’t match the rest of the set.

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

View Druid's profile (online now)


1869 posts in 2944 days

#9 posted 05-27-2016 10:56 PM

I’m not surprised that you still have the set. Their products are good, but this manager is an example of the defective customer service that needs to be avoided.
Have a great day.

-- John, British Columbia, Canada

View mtjim's profile


12 posts in 878 days

#10 posted 05-28-2016 12:40 AM

That’s good to hear. I have been looking at Laguna’s 3 HP shaper but am scared to order one based on the negative reviews on their customer service.

View moke's profile


1243 posts in 2925 days

#11 posted 05-28-2016 05:11 PM

Gerry, thanks for posting this. The posting about Laguana was in response to a post I had made where I was reviewing my new Laguana revo lathe. He had a good outcome after all, but after spending 3k I was less than happy to hear that they had poor service, so I appreciate you posting this.


-- Mike

View TheDane's profile


5525 posts in 3811 days

#12 posted 05-28-2016 07:38 PM

... I was less than happy to hear that they had poor service, so I appreciate you posting this.

I will admit that I was a little leery of Laguna because I had seen posts here and other places around the web about their poor customer service. But two close friends have several Laguna tools (band saws and dust collectors) in their shops and have had first rate experiences with the tools themselves and Laguna’s people.

Any company can produce an occasional lemon, and any customer service organization can get a bad rap. Sometimes they deserve to be slapped upside the head, sometimes the don’t.

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

View Tennessee's profile


2880 posts in 2663 days

#13 posted 05-28-2016 08:18 PM

Customer service lives on…..long after the purchase of the tool is gone!
Glad they helped you. Seems like more and more companies are finally realizing that customer service is probably just as important as the features on the initial purchase.

-- Tsunami Guitars and Custom Woodworking, Cleveland, TN

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