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Sawstop triggered by a staple, and Sawstop is offended that I'm unhappy.

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Forum topic by daveshilling posted 01-02-2018 10:13 PM 5951 views 0 times favorited 46 replies Add to Favorites Watch
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daveshilling

50 posts in 858 days


01-02-2018 10:13 PM

Yesterday my brake triggered after touching a staple in dry wood. I called SawStop and they had an explanation ready to go for how even though this should be fine, it may have triggered the brake and that’s my fault. They told me to send in the brake and they will evaluate it, primarily just to make sure my saw is working properly.

I went online to order some replacements and the shipping is $12 for an 8 ounce part. I called them to ask for free shipping since I’m already down $200 for a saw blade +brake (and lets not forget a $4000 table saw) , and they were shocked and confused that I would ask for something so over-the-top as free shipping after being told that cutting through a staple was okay, but perhaps not THIS time.

The sales girl was honestly confused that I would even think to ask.

I ask for a manager, she finds me the Vice President of operations. Today is inventory day at SawStop, so everyone is busy and irritable. VP gets on the phone and her first sentence is to tell me that free shipping is an unreasonable request. $12.00 is UNREASONABLE. Just send in my faulty brake and who knows, maybe they will send me a brake for free…blade not included. They already made it clear that they have no intention of doing so, unfortunately.

Good saws, shitty customer service. I know my finger is worth the hassle, but I guess Sawtop figured out that once they sell an ICS, they dont need consumer loyalty because I’ll never have to buy another saw?

Perhaps they forgot that people talk to other people… be warned that the high cost of entry isn’t finished when you buy your saw.


46 replies so far

View Bill White's profile

Bill White

5008 posts in 4043 days


#1 posted 01-02-2018 10:24 PM

Oh well…....Glad ya have a SawStop?
Bill

-- bill@magraphics.us

View daveshilling's profile

daveshilling

50 posts in 858 days


#2 posted 01-02-2018 10:26 PM

I was glad two days ago… today I’m just complacent. Ask me again when I touch the blade.

View Mike_in_STL's profile

Mike_in_STL

689 posts in 617 days


#3 posted 01-02-2018 11:16 PM

Another reason why I refuse to buy this design. You would think that for 4 grand, they could throw in a second unit out of the box. On the other hand, mind the spinny bits, they bite.

-- Sawdust makes me whole --Mike in STL

View Knockonit's profile

Knockonit

420 posts in 285 days


#4 posted 01-02-2018 11:18 PM

wow, just wow

View JCamp's profile

JCamp

785 posts in 633 days


#5 posted 01-03-2018 12:31 AM

That sucks. No matter how good the product is if the customer service sucks it’s not worth it
Hope they make it right. If not send them this forum. Lol

-- Whatsoever thy hand findeth to do, do it with all thy might

View MrUnix's profile

MrUnix

6845 posts in 2282 days


#6 posted 01-03-2018 12:47 AM

I don’t get it… the machine acted like it should have and the staple in the wood was your fault, not theirs – yet you want them to compensate you for your error? You knew up front about the limitations of the saw, and that maintenance costs for that machine was higher than normal, so I think your complaint is unreasonable IMO.

Cheers,
Brad

-- Brad in FL - In Dog I trust... everything else is questionable

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JADobson

1129 posts in 2194 days


#7 posted 01-03-2018 03:36 AM



I don t get it… the machine acted like it should have and the staple in the wood was your fault, not theirs – yet you want them to compensate you for your error? You knew up front about the limitations of the saw, and that maintenance costs for that machine was higher than normal, so I think your complaint is unreasonable IMO.

Cheers,
Brad

- MrUnix


My thoughts too.

-- No craft is very far from the line beyond which is magic. -- Lord Dunsany — Instagram @grailwoodworks

View patcollins's profile

patcollins

1687 posts in 2948 days


#8 posted 01-03-2018 03:57 AM

What part you need is only 8 oz? I do think $12 for shipping something that could be thrown in a padded envelope is unreasonable, so is asking for free shipping on something if it isn’t a standard thing.

View woodbutcherbynight's profile

woodbutcherbynight

5488 posts in 2492 days


#9 posted 01-03-2018 04:00 AM

Having spent $4000 on a saw with this safety feature that worked as advertised $12 shipping is unreasonable? I understand being frustrated it tripped and the blade is trash as well as needing a extra brake unit. Still it could have been something important like a finger. A ER visit cost you $200 just to get in line for the nurse. If it did not come with a extra brake unit having a extra on hand seems like a good idea verses having the saw down for a length of time.

-- Live to tell the stories, they sound better that way.

View socrbent's profile

socrbent

616 posts in 2352 days


#10 posted 01-03-2018 04:07 AM

Dave, I hear your frustration at an unexpected expense, but I have similar feelings as Brad and JA. My dealings in the past with SawStop support have been good experiences. I’m glad I bought a SawStop.

-- socrbent Ohio

View daveshilling's profile

daveshilling

50 posts in 858 days


#11 posted 01-03-2018 04:46 AM

Well thats lovely for you gents who are so eager and willing to take responsibility, but Sawstop told me flat out that hitting a staple WILL NOT trigger the brake. I hit a staple, and the brake triggered. Simple as that. Yes, I could just not hit a staple, but Sawstop says “don’t worry about it, our system knows the difference between a staple and your hand” so I didn’t worry about it. Trusting the company who made the saw is unreasonable? You’re welcome to your opinion, but I respectfully disagree.

Sawstop told me that a piece of the staple must’ve gotten between the blade and brake, and that staples SHOULDN’T trigger the brake, but oh, they do sometimes….. I agree, it was me that caused the blade to touch a staple, but it was also me who called Sawstop, asked if I can cut through a staple, and was told that it would be fine.

I’m sure many of you aren’t familiar with the fact that touching a non grounded tiny bit of metal is okay on a sawstop, but they advertise this. $200 later, I now know that the word “generally” in their FAQ is their opportunity to tell me tough shit.

Also, gimme a break, shipping gets waived at PLENTY of companies as a customer service tool.

View MrUnix's profile

MrUnix

6845 posts in 2282 days


#12 posted 01-03-2018 05:11 AM

What happens if the blade comes in contact with a nail or staple in the wood?

Generally, the safety system will not activate when a nail or staple is cut. Although conductive, these objects are not large enough to cause the safety system to activate unless they are grounded to the table or operator when they contact the blade.

Source: From their FAQ

“Generally” means most of the time but not always. And you apparently knew there was a staple there, decided to leave it in place and cut through it anyway. Could have easily saved you some frustration by bypassing the safety mechanism for that cut, but didn’t even do that. For what that staple is costing you, you could buy a nice used Unisaw and cut through all the staples you want without worry ;-)

Cheers,
Brad

-- Brad in FL - In Dog I trust... everything else is questionable

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daveshilling

50 posts in 858 days


#13 posted 01-03-2018 07:57 AM

...Sawstop told me flat out that hitting a staple WILL NOT trigger the brake….

...I now know that the word “generally” in their FAQ is their opportunity to tell me tough shit….

Source: Me, a couple posts prior. No need to go to all that trouble Brad, I already pointed out the Generally clause. My staple was not grounded to the table or the operator, but great job.

I simply asked that since they gave me bad information over the phone, they cover $12 while I spent another $140 buying a replacement and a backup brake because I trusted their employee and didn’t ask my lawyer to read the FAQ’s.

I think some of you are missing the point. It’s not that they didn’t give me $12, its that after explaining the situation, they treated me like I was a lunatic asking for the moon and the sun and I wanted it hand-delivered by the CEO. It cost them more than that just to sit on the phone with me, trying to explain the obvious like Mr. Cheers up there.

View Knockonit's profile

Knockonit

420 posts in 285 days


#14 posted 01-03-2018 01:32 PM

Bummer dude, you post it up and don’t like the comments, shame on you, lol, not every one is gonna share your opinion.

shame it happened, and sales men will be salesmen, and if you’ve been around awhile, youd’ know they tend to embellish items of interest during a sales pitch.

and bummer on the customer service, if that is the case, but again, may be how you presented it to them.
I have no dog in the hunt, and probably would never purchase a saw that requires certain things ect, like this one,
My uni saw of 3 decades is more than sufficient for my need.

Hope you get it sorted out, 12 bucks is a small amount to be peeved about.

again jmo
try to have a better day
Rj in Az

View John Smith's profile

John Smith

1244 posts in 245 days


#15 posted 01-03-2018 02:26 PM

I wish I had a Saw Stop on my saw !! (and it performed as advertised)

I would buy the salesman a steak dinner (IF I knew this would have happened)
and it would have saved my insurance company over $87,000.00 (so far)

.

-- Graduated Valedictorian from the University of HardKnocks --

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