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Forum topic by newbiewoodworker posted 11-02-2010 09:36 PM 1665 views 0 times favorited 29 replies Add to Favorites Watch
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newbiewoodworker

668 posts in 2287 days


11-02-2010 09:36 PM

I got a phone call today from DELTA. They told me their legal department is handling my BBB claim.. my guess is that I wont be hearing back from them for another couple months. Hopefully they are willing to repair the tool, with the proper parts… or buy the tool back, due to its inferior quality..

Here is what I sent them 2mo ago…:

“In early April of this year, I purchased a Delta Bandsaw. The saw worked fine, until late June, early July. At which point, the motor began arcing. I complained. My complaint was never followed up. After about a month, the tracking arm on the saw snapped in half. This effectively rendered it useless. I contacted them again, and was given the number for a repair shop. I called them, and they told me to call elsewhere. When I called a place in Fall River, they never got back to me. Another month went by, when I emailed Delta to complain, they got “Burns Power Tools” to repair it. This was yesterday. Today I went to use the saw, and upon appling LESS THAN 3/4 tension, the same part, the tracking arm cracked, and bent. Thus effectively rendering it useless again. This time it remained in one piece.
Since late July, early September, the saw has been operational for a total of 1 day. And only then for an hour. One which day, it was acting funny, not cutting like it used to, and constantly throwing the tires. Delta offers a 5 year warranty, but is replacing inferior components with the same inferior components. Iturra Design’s Bandsaw book, notes this is a wide spread problem, although often only occuring rarely. My question is: How many times am I supposed to go through this process, before something is done to correct the issue.. not just postpone it.”

I further went, with the desired resolution:

“I would ask that I be given a refund or Replacement for the defective saw. I thought that I was buying a saw from a reputable company, which is why I went with Delta, since they had been the leaders in Bandsaws since the 1920s. Apparently the quality is now below other brands.

I would sell the saw if I could, but in this market, I would be lucky to see $150 on it… After this mess that I am having, I would like to buy a better brand saw, one this will repair the issue, rather than Postpone it.

In addition, I would like compensation for all of the time that the saw has been down. Being down for almost 30 days. My time is worth alot, and having the main machine in my workshop down, sets me back. Make an offer
OR
The saw upgraded to a larger saw. As a replacement. Offers definately requested.”

The complaint is in “Second Notice” stage.

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


29 replies so far

View Gregn's profile

Gregn

1642 posts in 2443 days


#1 posted 11-02-2010 09:56 PM

Will be interesting to see what happens. Will definitely influence my next Delta purchase.

-- I don't make mistakes, I have great learning lessons, Greg

View cabs4less's profile

cabs4less

235 posts in 2222 days


#2 posted 11-02-2010 11:09 PM

when black and decker purcheased delta and porter and cable and devlbis all of thier standards were lowered on purpose in my opion to make dewalt (also owned by black and decker) to be top dog feel free to corect me if i got my facts wrong but thats the way i percieve it

-- As Best I Can

View Gene Howe's profile

Gene Howe

8236 posts in 2888 days


#3 posted 11-02-2010 11:38 PM

Cabs4less,
You may be right in your perception. However, I can’t see DeWalt as top dog in any field.
Everything B&D touches turns to S*&^!

-- 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

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cabs4less

235 posts in 2222 days


#4 posted 11-02-2010 11:43 PM

true in the construction industry though dewalt got a huge foot hold weather they deserve it or not

-- As Best I Can

View newbiewoodworker's profile

newbiewoodworker

668 posts in 2287 days


#5 posted 11-02-2010 11:47 PM

“true that”.. okay now that I have gotten my “freshman impersonation” done for the day..

It seems that from what I have seen, there new stuff is garbage…

I do hope they make a good decision… because I have to say, the outcome of this, will determine if, I myself buy anything else from them… And to think Delta, I was going to be in the Market for a Unisaw soon… I guess my cash will go toward a used Jet, PM, or if I can find one, a WT or Oliver…

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

View reggiek's profile

reggiek

2240 posts in 2730 days


#6 posted 11-03-2010 12:00 AM

Sorry to see a problem with a company that normally has decent quality and Customer Support. I will certainly watch for the outcome here.

Just wanted to throw in that you cannot recover anything for your time…but do keep track of anything out of pocket. The only way a company can be liable for your time is if they sold the saw to you for a specific purpose and guaranteed that it was suitable for such – but they will and are liable for any out of pocket expenses required to bring the saw to it’s acceptable level.

Now for me, I am very hesitant to play (threaten) the lawyer card….once that comes up…they go to their legal folks….and once there then there is no ability to discuss the problem and get an reasonable outcome without involving a bunch of lawyers who are all thinking about their billiable hours and not getting you what you paid for. I have found that typically two fairly reasonable folks can work out a problem way better then the courts can…and it costs a whole lot less. Be persistent, but be reasonable…it works rather well in most cases.

-- Woodworking.....My small slice of heaven!

View wiswood2's profile

wiswood2

1138 posts in 3156 days


#7 posted 11-03-2010 12:36 AM

Go grizzly, I never had a promblem with dealing with them I got a delta that has road in a UPS TRUCK GOING TO GET FIXED AND COMING AND GOING THAN JOINTING WOOD.
CHUCK

-- Chuck, wiswood2 www.wisconsinwoodchuck.com

View Howie's profile

Howie

2656 posts in 2383 days


#8 posted 11-03-2010 12:43 AM

Reggie is right about the lawyers. Besides Delta has enough money to prolong this until you die. Try to work out a reasonable solution. That’s work out, not demand.
Have a great day.

-- Life is good.

View newbiewoodworker's profile

newbiewoodworker

668 posts in 2287 days


#9 posted 11-03-2010 01:07 AM

Thats why I never threatened the lawyer card… I hate lawyers, the only ones that ever win are them…

See, the only reason I put in about my time, is, because its better to shoot for the sky, than to shoot at their feet…

I have no doubt they will prolong this for a while… but I am only 16(well soon)... so they better have plans to drag this out a good 60 years… cause I know I will persue it, till the day I die… hell.. Ill be sure to haunt them after I die too…:)

I tried to keep everything as cordal as possible, particularly in my phrasing, because, I have a feeling a shouting contest will get me no where(I work in concessions as a summer job… those who yell at me because they wanted a “Hamburger with cheese” when they only got a “hamburger”, I make sure to give them it extra-extra well done… with a 1/4 piece of cheese…) But at the same time, I have no intentions to be walked over by some big-wigs who drive Bently’s and own houses in Beverly Hills….

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

View Camper's profile

Camper

232 posts in 2316 days


#10 posted 11-03-2010 01:29 AM

I had a similar situation with a home warranty company regarding a claim. While their claims department flat out rejected my claim, when i contacted customer service (another dept within the same company and yes they do not talk to each other) and explained them the situation (while keeping a cool head and being reasonable) they met me half way and sent me a check for half the claim. Am I satisfied no? will I renew the home warranty with them, definitely not, but at least I got 1/2 of the money back after 2 months of phone talks and recording reviews (supposedly) etc.

at that point I had the option to not take half and take the matter further to small claims court when a very reasonable cust. service rep explained to me that once I go that route, everything has to be redone and there are no e-mails or phone calls its all certified mail.

Bottom line is, the minute the department you are dealing with is NOT customer service, the strategy is to delay delay delay and make it difficult, because they can wait but the small guy either needs the product or just flat out needs the money….a friend of mine worked for an insurance company claims department and he said that their standard operating procedure is to initially deny every claim no matter what the reason etc is…i am sure you see the picture

its definitely not right or just but it is what it is…

just a personal experience…

by the way sorry for the situation you are in…you are too young to be dealing with these types of ugliness in life but it will be a great learning experience.

-- Tampa-FL

View MedicKen's profile

MedicKen

1610 posts in 2922 days


#11 posted 11-03-2010 01:47 AM

I don’t want to sound trite here but that is the main reason I refuse buy new shiny tools. I did break down 5 years ago and bought a Craftsman hybrid table saw and in all honesty it wasn’t a bad saw. ALL of my main tools are a minimum of 30 years old. The newest one being a Powermatic 1150A drill press from 1977. Now it does take a little time and effort to tear the tool down, strip the paint and rebuild it but, in my opinion NO new tools are even close to the quality of the older ones. The amount of money and time I have spent in restoring tools I could have bought a brand new shiny shop with a warranty but why would I want to put myself in the position that has been described here. Hopefully Delta will get off their duff and make it right for you. If they offer to buy the saw back I would jump on it, take the cash and find an older 14” Delta, pre-1975, rebuild it and be good for another 50 years. My Delta bandsaw is from 1968 and after restoration looks and cuts like new. I did upgrade significantly with Carter guides, tires, spring. I also installed a 1hp motor from the same era and haven’t looked back. Total cost with all the parts and motor was under $500. The saw should be good for my grandkids to use long after I am gone.

-- My job is to give my kids things to discuss with their therapist....medic20447@gmail.com

View newbiewoodworker's profile

newbiewoodworker

668 posts in 2287 days


#12 posted 11-03-2010 01:48 AM

Believe me, I have already dealt with it…. HP did the same thing to me… I filed with the BBB, with every intention of the next step being give-up… within a week a check was in the mail….. but they, I think saw it as better PR to just pay the $200 that I had to pay out of pocket to fix my computer, than for me to take them to court(they assumed I would, I imagine)...

Its all a bunch of buggery if you ask me…

Ken: IF they do, then I think I am going to go the old fashioned, restoration method… Old Iron is better than pot iron.. atleast that stuff was meant to last… more than 2 years like todays stuff… OR I might buy a Griz 17”(If I am going to get rid of this hunk of junk, then I hope to atleast upgrade it..)...
———Even my grandfathers cheap CMAN contractor saw was made to last… not anything now days…

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

View Knothead62's profile

Knothead62

2581 posts in 2421 days


#13 posted 11-03-2010 01:54 AM

I didn’t read all the posts but I would pay a few bucks and have a lawyer send Delta a letter. The lawyer’s letterhead (anyone can send a card) will get their attention! Have the letter sent to the president of the company, not the legal department or customer service people. Also, have the lawyer note that a copy of the letter is being sent to the county/city attorney’s office. I have done this before with the premise that you-know-what rolls downhill.

View jeepturner's profile

jeepturner

939 posts in 2252 days


#14 posted 11-03-2010 02:00 AM

Don’t give up, stay cordial but firm, and sooner or most likely later, you will get resolution. I have filed one BBB complaint, and had given it up as a lost cause when the email showed up, I had a bit of a time realizing that the email said that the company I was dealing with had agreed to my terms. I filed in April 2008 and got the resolution in January 2009.

-- Mel,

View Don Newton's profile

Don Newton

714 posts in 3078 days


#15 posted 11-03-2010 02:18 AM

Newbie,

I am impressed with your communication skills you have developed at your young age. If you truly think you are right…....continue to state your case in a reasonable fashion. The first one to yell looses the arguement. Good luck and keep up posted.

-- Don, Pittsburgh

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