LumberJocks

Learning experience

  • Advertise with us

« back to Power Tools, Hardware and Accessories forum

Forum topic by JonathanC posted 06-28-2016 08:24 PM 880 views 0 times favorited 22 replies Add to Favorites Watch
View JonathanC's profile

JonathanC

9 posts in 161 days


06-28-2016 08:24 PM

Topic tags/keywords: jointerplaner

My problem with Laguna customer service has been solved 100%.


22 replies so far

View Rick M's profile

Rick M

7917 posts in 1844 days


#1 posted 06-28-2016 08:34 PM

Yep, consistent with what I’ve heard about them over the years.

-- http://thewoodknack.blogspot.com/

View Julian's profile

Julian

1037 posts in 2154 days


#2 posted 06-28-2016 08:50 PM

I would recommend filing a compliant with the Better Business Bureau.

-- Julian

View JonathanC's profile

JonathanC

9 posts in 161 days


#3 posted 06-28-2016 09:45 PM

I should have believed all of the bad reviews…I just assumed it was cranky people that never had anything nice to say anyway. I really trusted Laguna to help me make a good decision, instead they sold me junk and probably didn’t expect any kickback, I had no intention of airing this to the public until they cutoff communication and refused to speak to me. I’ve notified Visa and they have a claims department that will be digging into it as well…

View AZWoody's profile

AZWoody

693 posts in 688 days


#4 posted 06-28-2016 09:54 PM



I should have believed all of the bad reviews…I just assumed it was cranky people that never had anything nice to say anyway. I really trusted Laguna to help me make a good decision, instead they sold me junk and probably didn t expect any kickback, I had no intention of airing this to the public until they cutoff communication and refused to speak to me. I ve notified Visa and they have a claims department that will be digging into it as well…

- JonathanC

Don’t kick yourself. The word on Laguna is that the service department has really stepped it up and were overcoming the reputation for bad customer service over the years. I had started to think that things have changed there but it looks like 1 step forward, 2 steps back when it comes to them.

Sorry to hear you’re having to go through this.

View BulldogLouisiana's profile

BulldogLouisiana

218 posts in 604 days


#5 posted 06-29-2016 12:19 AM

What model did you buy? I don’t understand the old machine comment.

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

View JonathanC's profile

JonathanC

9 posts in 161 days


#6 posted 06-29-2016 12:28 AM

Well, I didn’t specify the model, “my bad” when I ordered a new 12” j/p I expected it to be new. I just found out that it is a 2012 and seemed to be pre loved…they have contacted me in the past hour and will be working towards a solution…

View JBrow's profile

JBrow

818 posts in 384 days


#7 posted 06-29-2016 01:48 AM

JonathanC,

Being persistent with Laguna is of course necessary. Contacting VISA was a good idea and perhaps they can help. A word with the BBB could be worthwhile. I did a BBB search of Laguna Tools and found that the company is not BBB accredited. However interestingly enough, there were two closed complaints which both included a Laguna Tools response. Their responses to the BBB were specific and seemed to have resulted in a better response than the consumer had when dealing directly with Laguna Tools. You can check it out here…

http://www.bbb.org/sdoc/business-reviews/machine-shops/laguna-tools-inc-in-irvine-ca-16000753

If all else fails, another resource that may be helpful is your state’s Office of the Attorney General (AG). Oftentimes, the AG’s office has a consumer protection division. They have a pretty heavy hammer if they choose to use it.

View JonathanC's profile

JonathanC

9 posts in 161 days


#8 posted 06-29-2016 01:58 AM

Jbrow…thanks so much for your comments..I’m amazed at how quickly so many people have responded! I was contacted by Laguna this evening and they are going to call me tmrw morning. Not sure what the plan is on their end but will have a full report for everyone. I would like the machine picked up, and a full refund for the machine, mobile base, extra knives and shipping. I should mention I also have a Laguna dust collection and I love it…just the j/p and how it’s all been handled is why I’m so over it at this point. I just want to move on and work with a company who values it’s customer.
No matter what happens tmrw, I’ll always wonder if the only reason they bothered reaching out was because I made it public…

View TheFridge's profile

TheFridge

5765 posts in 950 days


#9 posted 06-29-2016 02:03 AM

That’s how it works sometimes.

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

View oldnovice's profile

oldnovice

5729 posts in 2832 days


#10 posted 06-29-2016 02:41 AM

I have heard and read so many bad stories about the customer service of Laguna.
They may have good products but a good product is only one half of the answer for a happy and satisfied customer!

-- "I never met a board I didn't like!"

View BulldogLouisiana's profile

BulldogLouisiana

218 posts in 604 days


#11 posted 06-29-2016 12:41 PM



Well, I didn t specify the model, “my bad” when I ordered a new 12” j/p I expected it to be new. I just found out that it is a 2012 and seemed to be pre loved…they have contacted me in the past hour and will be working towards a solution…

- JonathanC

I am mainly concerned because I’ve been strongly considering getting a jointer from Laguna. My bandsaw is a Laguna 14BX and it’s been an amazing machine so far.

This is the second post in a week on this forum about bad customer service, and the details about the experience are sort of vague and not very specific. Please don’t take this as a personal attack, it’s just hard to decipher how much merit to give the complaint.

Did Laguna sell you a used j/p combo as new? Was your sales rep and/or the customer service rep with Laguna or with a reseller? It does sound like you had a less than stellar customer support experience.

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

View JonathanC's profile

JonathanC

9 posts in 161 days


#12 posted 06-29-2016 12:54 PM

No offense taken for sure!

I called Laguna directly and told them I wanted a new 12” j/p, I told my sales guy I would take a demo machine, I was expecting the latest and greatest floor model display with some associated light use. I expected it to be on part with what every other company was putting out but with Laguna on it.
Anyway, when I got the machine it looked like it had been through hell..no logo on it 8 inch dent in the front, I talked customer service rep but wasn’t super worried about the looks. Then the performance and customer service issues started piling up, I was told to look at the serial number for the model year and it’s a 2012, I paid 2,965 for it and for that money could have had a ton of New and much better machines…Hammer comes to mind. I just wanted it to be hassle free and put it to work and it hasn’t happened.

View UpstateNYdude's profile

UpstateNYdude

696 posts in 1447 days


#13 posted 06-29-2016 01:26 PM

I realize you’re trying to save money but if you’re a small business and most don’t enjoy down time why would you purchase a used showroom model, especially at over half the cost of a brand new one? I have the Laguna 14bx and I called about the throat plate being warped and all gouged from shipping and was immediately sent not 1 but 2 new ones no questions asked.

I also just got the Hammer A3-31 and its an amazing machine, not sure why you went to Laguna for the J/P combo as I don’t think they even make the combo machine anymore. Also if you do get the Hammer make sure you get the table extensions the 16” ones are plenty fine, the mobility kit and also the hand wheel height gauge, they all make life so much easier.

-- Nick, "Choking to death on bacon is like getting murdered by your lover." - JG

View Aj2's profile

Aj2

690 posts in 1262 days


#14 posted 06-29-2016 01:33 PM

I was bummed to read about your machine and service.Laguna is not far from me and I really hope they pull it together and do well.I had a 16 inchLaguna bandsaw for almost 10 years.I did sell it and bought a 20 inch.
I’ve been thinking of getting back into the Resaw King.
I were getting a J/p I would look at the higher end machines only.

Gook luck.

Aj

View JonathanC's profile

JonathanC

9 posts in 161 days


#15 posted 06-29-2016 02:00 PM

I wasn’t trying to be cheap by any means…just trying to make good decisions with my budget…a brand new hammer with a spiral cutter block is 3900…so 1000 more.
Good call on the accessories!

showing 1 through 15 of 22 replies

Have your say...

You must be signed in to reply.

DISCLAIMER: Any posts on LJ are posted by individuals acting in their own right and do not necessarily reflect the views of LJ. LJ will not be held liable for the actions of any user.

Latest Projects | Latest Blog Entries | Latest Forum Topics

HomeRefurbers.com