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Rikon customer support... the worst I have encountered to date!

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Forum topic by timber715 posted 07-01-2011 09:21 PM 2821 views 0 times favorited 27 replies Add to Favorites Watch
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timber715

59 posts in 2571 days


07-01-2011 09:21 PM

Topic tags/keywords: bandsaw 10-325 rikon 14 bandsaw

Got myself a Rikon 10-325 because of the reviews from different sites, it took almost two months before I got it delivered to my doorstep here in the Philippines.
it came in great shape, no damage on the box whatsoever.
read the instructions and assembled the saw… everything looked fine until I started tuning it up. Immediately I found the screw on the lower guide mount is installed in a skewed manner and loosened it a bit to adjust the guides.

my suspicion turned to reality, the mount is loose thread and the lower guides will not tighten in place. here is the defective part.


well it seems like a pretty simple part that I can have a machine shop fabricate, or even simpler, I re-thread the hole to the next size. But I did decide I will call Rikon CS.
Wow, the reply was almost immediate, within 30 minutes or less (impressive), I described my concern and was told that they haven’t shipped to my part of the world and requested if I knew I way. I did give them a suggestion which should provide me the part soonest, I think the found the shipping unacceptable for whatever reason and they asked if there is another option for it. So I told them that they can ship it to my forwarder in California. this is when everything became silent.
After a week or so of having the BS and not running, I shot them another email (must be the 3rd or 4th time) and the reply I got?

Automatic reply: what happened?
From: Rod Burrow <rburrow>
To: sonny <timber715>

I will be on vacation until 7/7/11. Any questions regarding orders for parts can be sent to jwetherell@rikontools.com.

Regards,

Rod Burrow

Vice President

Tech Support/Customer Service

RIKON Power Tools Inc.

T: 877-884-5167

F: 978-528-5383

Wow, this is the support you get? and all the while they have a decent CS… I ask you, would you rather ship the item back and get a grizzly instead? a powermatic or maybe a Laguna?
should I contact the email address he gave? or should he just instead give it to the person instead? don’t they have communication with each other?
Note: keep in mind I am from the Phillipines… is it worth it? What would you do?

-- timber715 - Manila, Philippines


27 replies so far

View Bertha's profile

Bertha

13003 posts in 2160 days


#1 posted 07-01-2011 09:35 PM

Yeah, hammer the second in command. He may remember what his job is better than the VP. If I were you, having already waited two months, I’d probably try to make it work. Make sure you won’t void the warranty by rethreading their screwup. Good luck!

-- My dad and I built a 65 chev pick up.I killed trannys in that thing for some reason-Hog

View timber715's profile

timber715

59 posts in 2571 days


#2 posted 07-01-2011 09:39 PM

yeah Bertha, such an easy fix. such a small item as well. I’m so bothered by the lack of concern from this people. I have a bs that is bs, if it ain’t working it consumes space and is junk until it finds use.

-- timber715 - Manila, Philippines

View Bertha's profile

Bertha

13003 posts in 2160 days


#3 posted 07-01-2011 10:09 PM

I feel your pain, timber. I do my share of complaining, but I forget the access I have in the States. If I have the money, I can have anything I want at my doorstep within a week. This makes your struggle particularly hard for me to stomach. It makes such a difference when someone, even if they can’t help you, at least tries. I hope you get some resolution, brother.

-- My dad and I built a 65 chev pick up.I killed trannys in that thing for some reason-Hog

View timber715's profile

timber715

59 posts in 2571 days


#4 posted 07-01-2011 10:37 PM

what bothers me the most is the item weigh less than 1 pound and should just be the size of 3 disposable lighters… why can’t they ship the item overnight, heck even for a week would be fine with me.

-- timber715 - Manila, Philippines

View Bertha's profile

Bertha

13003 posts in 2160 days


#5 posted 07-01-2011 10:48 PM

There’s the “right” thing to do; and there’s “what” they usually do.

-- My dad and I built a 65 chev pick up.I killed trannys in that thing for some reason-Hog

View timber715's profile

timber715

59 posts in 2571 days


#6 posted 07-01-2011 10:54 PM

hahaha, that’s correct. just imagine someone from a third world country complaining of service from someone that serves the world leaders. That is how bad it is and how bad I feel.

-- timber715 - Manila, Philippines

View Howie's profile

Howie

2656 posts in 2390 days


#7 posted 07-02-2011 01:51 AM

I think I would just redrill/tap and fix the problem.
Then I would remind the V.P that Rikon seems to enjoy a good reputation on LJ’s site and bad press gets around pretty quick here.
Then I would remind him that because of people like you, he is able to take that vacation.

-- Life is good.

View Mark Shymanski's profile

Mark Shymanski

5314 posts in 3179 days


#8 posted 07-12-2011 06:21 AM

I’m a bit confused as to why you are faulting Rikon’s customer support. If they do not have a retail presence in your area and don’t ship to your country why would you expect them to have a support network there? An example I’d refer to is I wanted to buy a Grizzly’s Ultimate BS, I live in Canada and at that time Grizzly did not sell into Canada. Customer service (or the lack of it) was precisely the reason I did not buy a Grizzly (not their CS in general as I understand in their supported markets it is superb CS). I could not expect them to support a product in a market they were not prepared to actually sell into. I bought a different bandsaw from a company that actually sells and supports their product in my area. I did not take Grizzly’s not selling (or readily supporting) a BS in my area as a fault of Grizzly, but the reality of my geography. If I had bought it I would have had to been prepared to deal with such difficulties as you are finding yourself in.

I can really appreciate how frustrating it must be, but I really don’t think it is Rikon’s fault; just because we can physically get their products to our shops doesn’t IMHO mean they should be obligated to support them especially if it is outside their market area. Who knows they may even have marketing agreements with tool distributors in your area that prevents them from selling into your area (as Grizzly did have with a Canadian company).

In any event I hope you’ve got your saw up and running by now!

-- "Checking for square? What madness is this! The cabinet is square because I will it to be so!" Jeremy Greiner LJ Topic#20953 2011 Feb 2

View timber715's profile

timber715

59 posts in 2571 days


#9 posted 07-12-2011 08:00 AM

Upon email communication, they asked how to ship the item to me Mark, I gave them a direct way and another to my forwarder in California(which I believe should be very easy and cheap for them).
I have corrected the part by drilling and tapping to the next screw size and till today I have not the replacement nor any confirmation that they have shipped the item. I really don’t want to think what would be had the trunnion or a wheel damage.

-- timber715 - Manila, Philippines

View mcase's profile

mcase

446 posts in 2596 days


#10 posted 07-13-2011 05:41 PM

Strange argument Mark. If they can ship the band saw they can ship the part. Timber wasn’t asking for a service rep to show up to install the part. He was just asking for a one pound replacement part. Further, he can have it forwarded in California. So wheres the problem?

View kpo101's profile

kpo101

32 posts in 2095 days


#11 posted 07-13-2011 06:17 PM

If I’m understanding this right you purchased the Rikon from a dealer in California correct? If so then its that company that has to honor the warranty through Rikon. It only seems right for the company that sold it to you to have known that Rikon doesn’t warranty or ship to your country and if they sold it this would legally rest on their shoulders. I would approach this as follows: 1- see if the company will get and send you the part, if not 2- write a letter or email to Rikon and explain the habits of their dealer in California. I have seen dealers lose a good brand product for much less than this.

-- When the problem becomes just too much, There is always the directions!! Karl O. of Louisiana

View timber715's profile

timber715

59 posts in 2571 days


#12 posted 07-13-2011 06:35 PM

why? will Rikon not honor the warranty if I write them direct? I did purchase it thru amazon.
check the first post, I have been in touch with Rikon, rather been trying to be in touch….

Now what happens if it is the distributor that has the habits?

-- timber715 - Manila, Philippines

View kpo101's profile

kpo101

32 posts in 2095 days


#13 posted 07-18-2011 11:20 AM

I checked the first post and there isn’t anything about whom you ordered it from.

-- When the problem becomes just too much, There is always the directions!! Karl O. of Louisiana

View timber715's profile

timber715

59 posts in 2571 days


#14 posted 07-18-2011 06:01 PM

I checked the first post and there isn’t anything about whom you ordered it from.
_

I ordered it from amazon… will Rikon not honor the warranty if I write them direct?

-- timber715 - Manila, Philippines

View PurpLev's profile

PurpLev

8523 posts in 3115 days


#15 posted 07-18-2011 06:13 PM

will Rikon not honor the warranty if I write them direct?

that would depend if their warranty covers the Philippines or not. if it does than they should given that you provide with the documentation that is required per the warranty. if it doesn’t and they are still coming half way to help you – then kudos for Rikon to go above and beyond and actually providing you with some sort of warranty even though it’s outside of what the warranty covers.

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

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