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Kudos to Sawstop Customer service

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Forum topic by barryvabeach posted 12-23-2010 02:30 PM 913 views 0 times favorited 9 replies Add to Favorites Watch
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barryvabeach

159 posts in 1733 days


12-23-2010 02:30 PM

Just wanted to thank Sawstop for customer service that I think is over the top. Over the weekend I had a problem with the on switch. All the diagnostics worked , but when I hit the paddle, the motor wouldn’t turn and the trouble lights said that the motor overload had tripped – but it hadn’t. I sent SS an email and described the problem. My idea of a satisfactory conclusion would be an email asking me to do a few tests to confirm where the problem was located ( I was pretty sure it was in the magnetic relay, not in the SS safety board ) and that they would then send the part , and I would take apart the switch and replace the part. Instead, I received an email asking me to confirm my address by a certain time so that they could get a new switch on its way that day by overnight airmail. Sure enough, the next day I had a brand new switch, mounting bracket, and power cord. I swapped it out and it works fine. I wanted to post this story for a few reasons. First, just to thank them for their great customer service. Second, in case someone is on the fence between this saw and another saw whose CS isn’t as good, they can make an informed decision. Third, I think it continues to keep manufacturers focused on customer satisfaction – which is a great thing.


9 replies so far

View Dennisgrosen's profile

Dennisgrosen

10850 posts in 1804 days


#1 posted 12-23-2010 02:56 PM

seems to be Chrismas time on L J site with all the roses we have seen the last couble of days :-)

Thank´s for sharing a good possitive experience with us

Merry Chrismas and Happy New-year
Dennis

View Scott Bryan's profile

Scott Bryan

27251 posts in 2511 days


#2 posted 12-23-2010 03:31 PM

I really enjoy hearing customer services stories like this. It is refreshing to hear about companies who actually seem to put a value on serving the needs of their customers and helping them by being part of the solution and not adding to the problem.

-- Challenges are what make life interesting; overcoming them is what makes life meaningful- Joshua Marine

View Knothead62's profile

Knothead62

2364 posts in 1650 days


#3 posted 12-23-2010 04:06 PM

Good to hear about good customer service no matter what the product. I got a new control for SWMBO’s electric blanket yesterday. Biddeford is the brand, FWIW.

View yellowtruck75's profile

yellowtruck75

418 posts in 1756 days


#4 posted 12-23-2010 04:06 PM

I have had very similiar experiences with Saw Stops Customer Service. I had a tech work with me for 45 mins to trouble shoot my switch.

View Dan Lyke's profile

Dan Lyke

1485 posts in 2814 days


#5 posted 12-24-2010 01:21 AM

Great counterpoint to the “Why can’t I buy good tools any more?” threads. Yes, you can buy good tools, and there are great companies out there standing behind them. They just cost a little more than Ryobi and B&D.

-- Dan Lyke, Petaluma California, http://www.flutterby.net/User:DanLyke

View Paul Lajoie's profile

Paul Lajoie

117 posts in 1793 days


#6 posted 12-24-2010 02:22 AM

Very glads to hear your good experience with SS, since I’m hoping to get one in the spring time. Another point in there favor!

Paul

View Jim's profile

Jim

38 posts in 1740 days


#7 posted 12-24-2010 05:25 AM

I really haven’t needed much in the way of customer service except for getting a replacement cartridge when I tried to cut my finger off. They were very helpful in getting a free replacement. Actually, I was resawing a board and I did not think the blade would come through the top. It barely did and I just felt a sting on the tip of my middle finger, not enough to even break the skin but enough to trip the blade. Scared the crap out of me but it worked as advertised.

-- JimT

View barryvabeach's profile

barryvabeach

159 posts in 1733 days


#8 posted 12-24-2010 05:30 AM

Jim, glad to hear you weren’t hurt, and that it worked

View Dennisgrosen's profile

Dennisgrosen

10850 posts in 1804 days


#9 posted 12-24-2010 09:00 AM

resawing a board with out the blade coming thrugh …Hmmmmm
you realy deserved to be scared there and had to change pants
but I´m glad you wont hurt and had loose a hand

take care
Dennis

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