Customer Service vs. Steel City

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Forum topic by BTKS posted 04-19-2010 12:34 AM 1392 views 0 times favorited 3 replies Add to Favorites Watch
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1986 posts in 3491 days

04-19-2010 12:34 AM

I purchased a Steel City cabinet saw, 35915, in January of 2009. I reviewed the saw on LJ’s in Jan or Feb of 09. I recently had trouble with the arbor shaft. I was a bit reluctant to call Steel City because of many comments I’ve seen on LJ’s about questionable service. I called my dealer, he was out of the office for several days but he found a direct number for me to call. It was the same number as the owner’s manual had, but hey, he went to the trouble anyway.
I called, it was Friday afternoon on Easter weekend. I really didn’t expect to get an answer but I called anyway. The message revealed they had closed Friday through Tuesday morning in observance of the holiday weekend. I left my message and didn’t have real hopes. I went ahead and left an e-mail inquiry on-line and went on about my business.
Tuesday came along and a service rep called me, not the other way around. I explained the problem, he asked for the serial number but it was at home about 50 miles away. He said he wouldn’t bother with it and would get my part shipped immediately. He gave me the information on the part, where it was coming from and talked me through the replacement of the part. Prior to calling me, he went out and got the part, had his information all together and was ready to answer my follow up questions. He gave me his first name and direct call back number if there were any problems.
The part arrived about a week later. Everything went as he described and my saw is working as good as new. I thought I was going to have to take the entire top, rails, everything apart to get to the arbor shaft but I did not. Steel City put in an access panel on the left side of the saw and the normal door on the right. The total repair took about 20 minutes with distractions. Total cost was zero. No return shipping of the old part.
I hope this relieves some worries about Steel City customer service. My dealer did state many of the field reps were no longer available. So far I’ve been happy with the quality of tools, price and customer service.

-- "Man's ingenuity has outrun his intelligence" (Joseph Wood Krutch)

3 replies so far

View DaleM's profile


958 posts in 3410 days

#1 posted 04-19-2010 12:43 AM

Thanks for sharing. I was a little concerned based off some of the comments I’ve seen on this site. I bought a SC bandsaw over a year ago. I haven’t had any problems yet (just took a moment to knock on wood), but it’s good to hear of at least one happy fellow SC customer just in case something does go wrong.

-- Dale Manning, Carthage, NY

View Cato's profile


701 posts in 3339 days

#2 posted 04-19-2010 12:50 AM

Thanks for the post. It is such a relief when customer service gives you such a positive response and takes care of or assists you in solving your problem with a piece of equipment.

This is nice to hear about Steel City, and glad you got your saw back in service.

View JimDaddyO's profile


548 posts in 3105 days

#3 posted 04-19-2010 01:57 PM

I was talking with the SC rep at the London WW show. He was telling me that they have had a few glitches while moving the head office, but all calls and emails are being responded to. He was also saying that they are so busy filling contracts (they build for other brand names, so just about anything with a Granite top is one of theirs. Orders are piling in!) that they are having a bit of a time building for their own brand. I was confident enough after speaking with him, that I would not hesitate to buy a SC product. Glad to hear that you are back in business!

-- my blog: my You Tube channel:

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