|Forum topic by CharlieM1958||posted 1160 days ago||1094 views||0 times favorited||11 replies|
1160 days ago
I just thought I should give a big thumbs up to Rockler’s customer service department on this one.
Last November I purchased an Excelsior mini-lathe when they were running a special. I’ve been very satisfied with it, especially considering the low price, but a week or so ago it started making a noise like the bearings in the headstock were going bad.
On Monday (Columbus Day) I sent an email to the customer service department explaining the situation and asking if the lathe was still under warranty, and if it would be possible to get a new set of bearings. The next day, I received a reply stating that the lathe was indeed still under warranty, and that rather than sending me the bearings they would go ahead and send me an entire new headstock assembly.
Sure enough, it showed up at my doorstep today, complete with a new belt. Since there was nothing wrong with the old belt, I now have a spare!
We here enough about customer service horror stories. It’s nice to be able to give credit where credit is due.
-- Charlie M. "Woodworking - patience = firewood"