I finally wrote a letter of complaint to Delta, about their poor customer service/quality.

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Forum topic by newbiewoodworker posted 09-17-2010 01:28 AM 2124 views 0 times favorited 23 replies Add to Favorites Watch
View newbiewoodworker's profile


668 posts in 2824 days

09-17-2010 01:28 AM

I finally had enough of this garbage. After being given the run around by Delta CSRs for the past 2 months, and having had their Factory Service Centre neglect to return my calls, thus far, I finally wrote a complaint, as civilly, yet as to the point about being POed, as possible.

“Will Quality get any Better?”

“I recently bought one of your open-base 14” bandsaws. 28-276. In April of this year. At first, it seemed to work okay, running a scrolling blade.

Then the motor began arcing. At first one of the CSRs told me that was normal for an induction motor; very wrong- this isn’t normal at all. After 5 or so phone calls, someone finally gave me the number to a service centre. It wasn’t the closest one. I was then redirected, to another centre, who had me leave a voicemail for their road tech. I called several days later, after no contact, they then left a note- still no contact.

Between the events of the motor beginning to arc, and the most recent phone conversation, I had purchased a 3/4in blade, which the machine claims to support. At first the blade would not track. I then got it tracking, but as soon as I turned on the saw, the blade came towards me, cutting the upper-guide’s guard to ribbons. Inorder to prevent this, I was forced to run the saw with the guard high; a very dangerous proposition. Just days ago, I was tensioning up the blade, running a pre-start check, to ensure the wheels were turning fine, when I heard a loud ping. I immediately ducked for cover. After a couple seconds, I de-tensioned the blade, only to find nothing noticeably wrong, operative word, is noticeable. When I re-tensioned the blade, I went to turn the wheels again, to ensure the blade had not broken, such was the case. But, the wheels would not spin tensioned. After 10 minutes of inspecting the device, I noted that the wheel was able to move down, merely by hand pressure alone.. I lifted , which at first showed no sign of issue. I retensioned, only to have the same occur. This time I lifted it a little more; a 2in piece of aluminum fell out, wedging itself behind the wheel. Had I not done this, I could have been injured. I then discovered that this was the tracking arm, which had snapped off under normal working conditions. No excessive tension, no excessive tracking used.

I paid $350 dollars for my saw, but these issues should not be occuring in a once reputable company’s product. This is two issues within 2 months of eachother. I am curious as to how many more issues I will have to deal with, before it finally becomes more costly to fix, rather than buy another.

I thought about selling the saw, but I realized that I would not get nearly half of what I paid. Other companies attempt to correct these issues, that their customers have, I feel that I am being given the run around by Delta.

Sincerely, A once happy saw owner, Brendan “

Hopefully my point will get across.

-- "Ah, So your not really a newbie, but a I betterbie."

23 replies so far

View scrappy's profile


3507 posts in 3428 days

#1 posted 09-17-2010 07:29 AM

Good letter. I agree that companies should stand behind what they sell.

The next letter (after no response) should be worded a bit stronger and directed to the upper management maybe?

Thanks for the info on the saw.


-- Scrap Wood's the best...the projects are smaller, and so is the mess!

View TopamaxSurvivor's profile


18269 posts in 3673 days

#2 posted 09-17-2010 08:10 AM

Wonder if Delta is moving production to China?

-- Bob in WW ~ "some old things are lovely, warm still with life ... of the forgotten men who made them." - D.H. Lawrence

View Gene Howe's profile

Gene Howe

10479 posts in 3426 days

#3 posted 09-17-2010 11:30 AM

They did that years ago. At least for some of their products. The first Delta lunch box planer I bought was made there.

-- Gene 'The true soldier fights not because he hates what is in front of him, but because he loves what is behind him.' G. K. Chesterton

View syenefarmer's profile


488 posts in 3078 days

#4 posted 09-17-2010 04:50 PM

I would also send a similar letter to the retailer whom you purchased the saw from. In that letter I would strongly suggest that future purchases of any product from them may be influenced by your interpretation of the quality of all the products they handle based on this experience. Just because companies say that any problem after the sale needs to be handled by a factory authorized service center that should not let the retailer completely off the hook when they are selling inferior products.

View Kent Shepherd's profile

Kent Shepherd

2718 posts in 3283 days

#5 posted 09-17-2010 09:46 PM

Topa—-Who hasn’t moved production to China?


View newbiewoodworker's profile


668 posts in 2824 days

#6 posted 09-17-2010 11:32 PM

Thanks for the suggestions. They responded with this email:

“Response (Jason Jordan) 09/17/2010 09:26 AM
Dear Brendan, we believe the following information addresses your inquiry.

I’m sorry to hear you are having issues with one of our band saws. What was the name of the service center that you contacted in order to get a repair? I assume the first service center was our company owned service center in Westwood, MA. I would like to get your saw working correctly for you and need to find out why our authorized service center hasn’t contacted you back regarding repair of it.

Thank you for allowing us the opportunity to serve you. If your question remains unresolved or if you require additional information please update this incident.


Jason Jordan”

How much you guys want to bet that his real name is Juan Ming, from China…

Now this guy is telling me a third center that I should have been told to contact! Ay dios mio!

I send them another email, regarding the names of the centres. Hopefully this gets sorted out, since I really dont like having my tools sit broken… it hampers my productivity, since that is really my largest tool, I use it for everything.

Companies think that the consumer wont do anything about it. I have an aunt, that bought a shed a couple years ago. It has a lifetime warranty. The door rotted out, since they improperly installed it, so the bottom/end grain, was touching the ramp. She called them, and their response was: ” Im sorry, but we do not cover the exterior of the building” Well buddy, then what do you cover.. since every structural part on a shed is on the outside! So I told her to contact the BBB.. thats what I did for HP.. they wouldnt do anything about an error on their part that cost me a couple hundred bucks… As soon as I filed with them, a week later a check was in the mail for the cost of everything, even what was reimbursed by MIRs…

If it were maybe a bolt that sheered off, that would be fine, I would just replace it. But when things start going, while under warranty, that cost serveral hundreds of dollars to replace, I get annoyed, because Ill be damned if I am going to eat that…

-- "Ah, So your not really a newbie, but a I betterbie."

View OHpjmac's profile


14 posts in 3524 days

#7 posted 09-18-2010 01:55 AM

I hate to hear about your problems. I have several Delta tools and mine are older and made in the USA and have not had a problems. Is there any manufacturer in the USA that makes wood working equipment ?

View TheWoodNerd's profile


291 posts in 3189 days

#8 posted 09-18-2010 02:20 AM

I’m sorry, but I don’t think American vs Asian has any real value in the discussion. There’s quality and crap manufactured in all parts of the world.

-- The Wood Nerd --

View dbhost's profile


5710 posts in 3229 days

#9 posted 09-18-2010 02:46 AM

WOW… I had seriously considered an open base Delta instead of my HF band saw, but the low end Delta had no additional features compared to the HF, and it was considerably more expensive… Makes me glad I bought Harbor Freight…

-- Please like and subscribe to my YouTube Channel

View ChrisForthofer's profile


150 posts in 3064 days

#10 posted 09-18-2010 02:56 AM

I agree WoodNerd, too many companies see lower manufacturing costs and just up and move the plants without regard for quality control in either materials or construction. Most of the successful overseas manufacturers, Grizzly and Rikon to name 2, seem to have figured out the quality and customer service side of things and while not premier manufacturers they produce quality tools at very competitive prices. Where as others see larger margins and take almost a “screw the customer” attitude. No one company is perfect but some historically good companies are stumbling and losing customers for it.


-- -Director of slipshod craftsmanship and attention deficit woodworking

View newbiewoodworker's profile


668 posts in 2824 days

#11 posted 09-18-2010 03:03 AM

The only reason I went with Delta, was because I thought it was a reputable company… I guess not. I was doing a project, and said to myself.. “Wouldn’t it be great if I had a bandsaw” I finally persuaded my father to allow me to put a largish tool in the garage. I know he wouldnt have condoned to shipping something from online, that expensive, since I was just starting woodworking.

Now I realize I was wrong. They are in very few means better than HF… I have a couple of their tools, none of which have broken, after being abused thus far…

They dont make ‘em like they used to…

-- "Ah, So your not really a newbie, but a I betterbie."

View TheWoodNerd's profile


291 posts in 3189 days

#12 posted 09-18-2010 03:11 AM

wouldnt have condoned to shipping something from online, that expensive, since I was just starting woodworking

I once felt exactly the same way, but after spending about $10K in a mixture of online and local, I just don’t see the advantage of buying local. I’ve actually had more issues and headaches with local purchases than online, especially Grizzly. Give them a real good look when you’re equipment shopping again.

If you look at my website, you’ll see that I also made the mistake of buying the 28-276 bandsaw and it was also my first piece of major equipment. Luckily, I was able to return it.

-- The Wood Nerd --

View TopamaxSurvivor's profile


18269 posts in 3673 days

#13 posted 09-18-2010 05:56 AM

I thought Delta was made in Germany ???????

-- Bob in WW ~ "some old things are lovely, warm still with life ... of the forgotten men who made them." - D.H. Lawrence

View MedicKen's profile


1615 posts in 3459 days

#14 posted 09-18-2010 06:00 AM

Delta has been made in China/Taiwan since the late 70’s

-- My job is to give my kids things to discuss with their

View twokidsnosleep's profile


1106 posts in 2971 days

#15 posted 09-18-2010 06:14 AM

My Grizzly BS has been great.
Taiwan made, but the company has been fantastic from online shop to shipping to delivery.
I will buy from them again.

-- Scott "Some days you are the big dog, some days you are the fire hydrant"

showing 1 through 15 of 23 replies

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