I had a recent issue with a 21” bandsaw with 5 hp I bought in November 2010. It is still under the 1 year warranty, and the 5 hp motor stopped working. So far I have about 5 hours on the phone with customer service about this. They never call back even when supervisors are supposed to call within 2 hours (no response at all).
Before you gulp down all the great reviews I have seen elsewhere about Grizzly’s great customer service, look at the specifics of what I have been through.
This 21 inch bandsaw has less than 30 hours of very light use so far:
Called on 7/21 and reported my problem, told them that most likely the motor has burned out.
They decided it was the start capacitor. After 4 days of no action, I called them and then the next day they shipped it to me first class mail. I got it 12 days later. Went to put it on the machine but it was the wrong capacitor. They told me to try it anyway even though it had the wrong rating. Did not work of course. Told me they would get right back to me about a solution. No reponse for a week. Called and they wanted me to explain it all over again. Did that. The new tech (you can rarely talk to the same person twice) said that the computer catalog they use to order parts has the wrong part number and that is why they sent me the wrong capacitor. They said mine was on backorder for 4-6 weeks. They said they would try to find another one and would get back to me in a couple of days. No response for 4 days. Called again. Talked to a new person . He found the last guys notes. He said they do have one in stock that is the correct one. It had now been one month since the process started. I asked if they would use expedited shipping. He said it requires a supervisors approval. The supervisor doesn’t look at the request until 1.5 days pass, he then approves it for 2 day air. Another day passes and grizzly ships the part. First Class Mail ! I call and ask for the tracking number and they say they don’t have one since they shipped it the wrong way. Right Part get there for the first time after 32 days, but guess what, the capacitor is not the problem. I call back and get a guy named Victor out of their Pennsylvania office. He says he can’t help me because I don’t have the activity number ( I was in my shop 2 miles from my house). I told him to look it up by my name and zip like everyone else but he said that wasn’t possible. I told him I was writing a letter to the President of Grizzly and wanted hisl name to include. He didn’t answer that but said “Give me a minute, I am looking through your notes!” . Miracle was, he found it within one minute when I threatened to write the letter. He told me the next thing to try was to go into the motor and remove the wires for the motor brake. Did that, made no difference. Called back, talked to yet another tech in another city. He said removing the wires to the motor brake could not possibly fix the problem and the other tech did not know what they were talking about. He didn’t know what to do, so I let him listen to the motor trying to start===and he said it sounds like the motor is burned up! My original diagnosis from 36 days before. At this point I’m 5 hours into calls and a couple hours into other diagnostic stuff they told me to do too long to list here. Ok, so we need a new motor, BUT it is on backorder. I told them to take one off a new machine, but they said they don’t do that. A few days later, someone must have done just that as they then shipped the motor by truck. It will be my responsiblity to change it and that will require an additional two strong men and/or a motor crane because it is so heavy. Also my reponsibility to get it off the back of the 18 wheeler as well. I asked them, “since the motor broke so prematurely, even though the warranty ends on the saw in November, won’t the warranty on the replacement motor last for a year?” “No” was the response I got. It has no warranty past November. Lets face it, there is something seriously wrong with tech support if this series of events could happen with so many techs and two supervisors. The big question is: Is there really a good machinery company out there?