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Surprised at sawstop puchase experience- not pretty- jobsite saw

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Forum topic by bonesbr549 posted 06-25-2016 02:19 AM 1653 views 0 times favorited 26 replies Add to Favorites Watch
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bonesbr549

1176 posts in 2534 days


06-25-2016 02:19 AM

Well first let me say I’ve had a 5hp ICS for several years now and the few experiences when I did call CS it was a top notch experience.

Now for this experience. My son is in the military. He is a bomb tech with the EOD group at Ft. Stewart GA. He is 26 and in the past year took an interest in woodworking. I decided for his birthday I would get him a TS.

He lives in base housing with his wife, and size/voltage would be key. I decided to buy him the jobsite sawstop for him. The safety and past experience drove that decision.

I ordered it online form acme tool and had it shipped to him. It tood 4 days to get to him and he was exstatic. I told him to carefully look at the box and if damaged do not accept.

it was not damaged, however when he removed it from the box a plastic tab fell out. He later deterined it was part of the built in tool box. He also noticed that the fence was a couple thou out and I told him he could adjust that. Now for some problems. The table is not flat, nor the blade square to the miter slots. While the square to miter slot can be fixed, the table flatness that in one area is low and another area high.

I thought no big deal, and told him to call sawstop and they will make it right. Well he got the run around. Was told that “its a job site diy saw” and 10 thou is tolerennce. My son said well he understands that but expects that when you cut from the right side of the blade you get a square cut and when you cut on the left side of the blade you get the same plumb cut. (perpendicular blade to table) it does not.

He called me and I said call back ask to speak to supervisor its over 30 thou out and they should fix it. He called back did as i said and spoke to a lady and she would follow up.

He gets a call back from the same dude and basically starts the call with just send it back.

I’m ticked because Its going to cost me a lot to ship it back, and I’m probable going to get hit with a restock fee on top of it.

My son was apologizing, I’m pissed because its ruined a great birthday and I’m surprised at the response. He’s a Soldier serving his country and this is the last thing he needs. So its going back next week and I’ll have to come up with a diff present. Probably will end up being a couple hundred $$ learning experience.

Anyway, I’m going to deal with it on Monday, but what a cluster.

-- Sooner or later Liberals run out of other people's money.


26 replies so far

View TheTurtleCarpenter's profile

TheTurtleCarpenter

828 posts in 532 days


#1 posted 06-25-2016 02:42 AM

There should be no restock fee or return shipping expense period. Let us know how it turns out.

-- "Tying shoelaces was way harder than learning to Whistle",,,,,member MWTCA area K. Kentucky

View AlaskaGuy's profile

AlaskaGuy

2406 posts in 1776 days


#2 posted 06-25-2016 02:58 AM

What is it that you want SS to do at this point?

-- Alaskan's for Global warming!

View TheFridge's profile

TheFridge

5765 posts in 953 days


#3 posted 06-25-2016 03:10 AM



What is it that you want SS to do at this point?

- AlaskaGuy

Paying for return shipping would be a damn good start since he just spent 1300$ or so on it. Jobsite saw or not that much money I’d expect to get what I pay for.

Give em hell bones.

-- Shooting down the walls of heartache. Bang bang. I am. The warrior.

View builtinbkyn's profile

builtinbkyn

651 posts in 407 days


#4 posted 06-25-2016 03:11 AM

Maybe oder the new Bosch for him. Has the safety feature and should work as well as the older 4100 which served and still serves me well after years of being abused in the field. Your sons service is appreciated here.

-- Bill, Yo!......in Brooklyn :)

View TheFridge's profile

TheFridge

5765 posts in 953 days


#5 posted 06-25-2016 03:15 AM

That it is.

Tell them you’ll buy the Bosch if they don’t make it right maybe?

-- Shooting down the walls of heartache. Bang bang. I am. The warrior.

View bonesbr549's profile

bonesbr549

1176 posts in 2534 days


#6 posted 06-25-2016 11:42 AM



What is it that you want SS to do at this point?

- AlaskaGuy

Point really was the surprise in treatment. It was not what I’ve experienced. That was the point. Also Major tool purchases Key learning buy local.

-- Sooner or later Liberals run out of other people's money.

View bonesbr549's profile

bonesbr549

1176 posts in 2534 days


#7 posted 06-25-2016 11:53 AM

Just to clarify a bit. I’m traveling to the beach on vacation as all this is going down, so I’m in the middle as my son is negotiating his first issue with a tool purchase. He’s calling them then calling me, so it will be Monday before I can reach the vendor so i’m making some assumptions here. Probably they will be really good I was speaking from worst case scnerio here. I’ll update. Never dealt with them before so we will see. Either way I’ll make it right. I also discovered that responses from sawstop were sent to me in error, so that may play into it. They are suggesting shimming the table top, but to be honest, I’m not going to fool with that, it’s just going back.

So no aspersions to the vendor …yet. Sawstop, disapointed, but I still love my ICS.

-- Sooner or later Liberals run out of other people's money.

View ohtimberwolf's profile

ohtimberwolf

634 posts in 1819 days


#8 posted 06-25-2016 11:56 AM

Thank for your sons service please pass it on. As far as what happened to both of you, I also will be following your post to see what they do about taking care of what is their problem not yours. Sorry for the sad experience. larry

-- Just a barn cat, now gone to cat heaven.

View bbasiaga's profile

bbasiaga

757 posts in 1462 days


#9 posted 06-25-2016 11:58 AM

My PCS was/is great too. My brother has the jobsite, and no problems with it. Sorry you got a bum one.

-Brian

-- Part of engineering is to know when to put your calculator down and pick up your tools.

View Clarkie's profile

Clarkie

380 posts in 1308 days


#10 posted 06-25-2016 11:59 AM

Hello, it’s a pain in the butt for anyone to have to deal with a faulty product. There are steps that you have to take and then the return goes smoother though. You call and ask for a return slip or post. I believe you have up to 30 days or 6 weeks to do this. They should issue a return number or post for you, when you get held up with to many Indians and not a good chief the tribe goes wild, so to speak. If I were you, I’d call myself and request to speak with a supervisor, making sure they know you are the buyer and that you didn’t get what you wanted, and that the item is not satisfactory. I had similar episodes with other manufacturers and until you reach the right person you just get run around, make sure to pursue it until you are satisfied. I would expect to get a full refund and an apology for being mistreated. Being a vet myself, I know there is no special treatment for us, and we don’t expect it, but we do expect satisfaction. Take care, have fun, make some dust.

View BulldogLouisiana's profile

BulldogLouisiana

219 posts in 607 days


#11 posted 06-25-2016 12:40 PM

Good grief. I understand being frustrated and it’s regrettable about your sons birthday. You’ve thrown two companies under the bus on an Internet forum(s) based on erroneous communication and worst case speculation? Did Acme tools state there would be a shipping fee for the return?

Regardless, I hope that there is a happy outcome for both you and your son.

-- There are 10 types of people in the world. Those who understand binary and those who don't.

View johnstoneb's profile

johnstoneb

2147 posts in 1639 days


#12 posted 06-25-2016 01:07 PM

It’s Acme tools you’re dealing with. Why are you dragging Sawstop in when nobody has dealt with them? It’s entirely possible this damage happened in shipment to Acme and Sawstop has done nothing wrong.

How do you know the table is not flat? How are you measuring it. .010 is the tolerance sawstop adjusts to according to their manual on the contractor’s saw I have. You can adjust everything and get it closer than that. The manual has very clear instruction on how to adjust and set the saw up.

-- Bruce, Boise, ID

View BulldogLouisiana's profile

BulldogLouisiana

219 posts in 607 days


#13 posted 06-25-2016 01:18 PM



It s Acme tools you re dealing with. Why are you dragging Sawstop in when nobody has dealt with them? It s entirely possible this damage happened in shipment to Acme and Sawstop has done nothing wrong.

How do you know the table is not flat? How are you measuring it. .010 is the tolerance sawstop adjusts to according to their manual on the contractor s saw I have. You can adjust everything and get it closer than that. The manual has very clear instruction on how to adjust and set the saw up.

- johnstoneb

Wait. Did I misread? I thought it was Sawstop that was contacted and Acme was being drug in without representation.

-- There are 10 types of people in the world. Those who understand binary and those who don't.

View Fred Hargis's profile

Fred Hargis

3949 posts in 1960 days


#14 posted 06-25-2016 01:41 PM

I’m really surprised at the SS reply. Please keep us posted as things progress.

-- Our village hasn't lost it's idiot, he was elected to congress.

View a1Jim's profile

a1Jim

115202 posts in 3044 days


#15 posted 06-25-2016 02:05 PM

All it takes for any company is to have one employee involved in customer service to make a company look bad,all companies have protocols for what to do with each type of call they get, even after talking to a supervisors many times you start all over as if you’re a brand new call. I went through this with HF and finally said I would post all of the communication with them on LJs 140,000 members to see and send a Certified letter to the CEO of the company letting him know how I was being treated. Next email asked what I wanted ,I told them the same thing I’d asked for all along and it was done that day.

-- http://artisticwoodstudio.com Custom furniture

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