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Kudos to Rockler Customer Service

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Forum topic by CharlieM1958 posted 10-15-2010 09:24 PM 1209 views 0 times favorited 11 replies Add to Favorites Watch
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CharlieM1958

15696 posts in 2871 days


10-15-2010 09:24 PM

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"


11 replies so far

View PurpLev's profile

PurpLev

8476 posts in 2301 days


#1 posted 10-15-2010 09:36 PM

As far as horror stories go you never know – Rockler might be posting a horror review about YOU!

Always had fantastic service from Rockler – above and beyond. I live a block away (literally) from the ‘other’ woodworking store- but will drive 3 cities away to go to Rockler when I need something (usually)

-- ㊍ When in doubt - There is no doubt - Go the safer route.

View Roger Clark aka Rex's profile

Roger Clark aka Rex

6940 posts in 2088 days


#2 posted 10-15-2010 10:26 PM

Hey Charlie,
That is very encouraging news and I’m pleased that another retailer has lived up to their sales/support promises.
Now if we could only get the same kind of service from the majority of other suppliers, then it will be a boon for LJs.

-- Roger-R, Republic of Texas. "Always look on the Bright Side of Life" - An eyeball to eyeball confrontation with a blind person is as complete waste of Time.

View Jim Crockett (USN Retired)'s profile

Jim Crockett (USN Retired)

852 posts in 2386 days


#3 posted 10-15-2010 10:56 PM

I have always had excellent customer service from Rockler. Never anything major, just minor things, but they have always responded promptly and have gone out of their way to make the situation right. Charlie, I’m glad that they took care of your problem so well and thank you for sharing with us.

Jim

-- A veteran is someone who, at one point in his/her life, wrote a blank check made payable to "The United States of America," for an amount of "up to and including his/her life".

View woodbutcher's profile

woodbutcher

592 posts in 2819 days


#4 posted 10-15-2010 11:52 PM

CharlieM1958,
I’m glad to hear that Rockler was attentive to your needs and provided a remedy to your problem. Two and a half years ago I ended my associations with them and will never again purchase anything from them. They refused to honor advertised prices in their sales flyers that they sent via e-mail every so often. So by choosing not to sell an item for a 49.00 advertised price, They lost all my business which amounts to several thousand dollars a year and I hope will continue to grow. Again it was nice to see that you were on the selective list of who to provide with excellent customer service. Take care.

Sincerely,
Ken McGinnis

-- woodbutcher north carolina

View Glen Simpson's profile

Glen Simpson

25 posts in 2239 days


#5 posted 10-16-2010 12:01 AM

I will only purchase from Rockler in limited circumstances. My local store was selling 1/2 inch thick material at the same cost as full board foot stock. When I emailed customer service I got a reply that the situation was forwarded to the local store. From them I got a call and a letter, stating they knew of the problem and that it was an oversight, and they would change it. To this day they haven’t. At least I learned to ALWAYS do board foot calculations myself.

-- Glen Making sawdust in Alamo, CA

View CharlieM1958's profile

CharlieM1958

15696 posts in 2871 days


#6 posted 10-16-2010 12:54 AM

Glen, that’s a pet peeve of mine… and it’s not limited to Rockler. A lot of suppliers charge the same for 1/2” stock as they do 4/4 S2S material.

Ken, I’m sorry you had a bad experience. I guess no retailer bats a thousand.

-- Charlie M. "Woodworking - patience = firewood"

View TopamaxSurvivor's profile

TopamaxSurvivor

14742 posts in 2329 days


#7 posted 10-16-2010 01:57 AM

Nice to hear that Charlie :-)

On bdft calcs, you always round up to the nearest inch, so technically, 1/2” is 1 in bdft calculation :-(

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

View CharlieM1958's profile

CharlieM1958

15696 posts in 2871 days


#8 posted 10-16-2010 02:15 AM

Bob: Yeah, I always assumed it was because the big mills didn’t saw anything thinner than 4/4 out of the log, so if you wanted material planed down to 1/2” you have to pay for the waste.

-- Charlie M. "Woodworking - patience = firewood"

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TopamaxSurvivor

14742 posts in 2329 days


#9 posted 10-16-2010 02:36 AM

I suppose you could calc by the fraction and pay a higher per bdft :-))

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

View sedcokid's profile

sedcokid

2675 posts in 2251 days


#10 posted 10-16-2010 04:44 AM

I have never had anything but good to say about Rockler. Glad you had a good experience.

Thanks for sharing….

-- Chuck Emery, Michigan,

View Dick, & Barb Cain's profile

Dick, & Barb Cain

8693 posts in 2952 days


#11 posted 10-17-2010 05:51 PM

Good for you Charlie!

-- -** You are never to old to set another goal or to dream a new dream ****************** Dick, & Barb Cain, Hibbing, MN. http://www.woodcarvingillustrated.com/gallery/member.php?uid=3627&protype=1

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