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Forum topic by BoardSMITH posted 862 days ago 1737 views 0 times favorited 23 replies Add to Favorites Watch
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BoardSMITH

68 posts in 862 days


862 days ago

On Feb 6 I purchased a Grizzly G0609X 12” jointer which was delivered on Feb 9. It was then the troubles started.

First – The dust hood had gaps all around the perimeter which allowed the DC to loose suction there. (Oneida Pro 2000 with just one blast gate open at the jointer.) At one time I took off the hood and found 2 gallons of chips still in the chute. A trip to a local sheet metal shop for a custom made hood helped to cure this problem. I informed Grizzly of the problem with photos and they offered to pay me for the custom hood which they said they did, with a gift certificate. I haven’t seen the GC yet.

Second – There appeared on my shop floor two set screws. For the life of me I can’t find where they are supposed to go. I hope they weren’t holding something important in.

Third – The spring in the guard popped loose and would not close the guard across the cutterhead. Nothing like a 12” spinning spiral head to strike fear in ones heart. I finally received replacement parts but didn’t install them because of more problems.

Fourth – The drive pulley on the motor flew off during use. I had the door covering the pulley off and was very lucky to find the bolt to reattach the pulley.

Fifth – The biggie! I noticed a lot of snipe in whatever I was planing. The end of the board seemed to fall off the infeed table so I consulted the manual for the correct leveling procedure and did it not once, twice or three times but four times. On the last try, started at 10am and concluded at 2:30pm, I finally figured out the infeed table was 0.010” higher on the belt side and 0.013” lower on the front side. Yes, I contacted Grizzly tech service and they finally agreed, after 8 phone calls, to replace the machine as defective.

I have no confidence in their 12” jointer! The G0490X I did have was perfect right out of the box. I do regret selling it! So I asked for a credit against another G0490X and a G0564 edge sander which would net Grizzly an extra $600 or so in extra business. (BTW The G0609X was my 7th Grizzly power tool.) No they can’t do that, repair or return only. And a refund is out of the question. Not what my credit card company says!

So I now sit here without a jointer waiting for a CS supervisor to return my 2 calls from yesterday. If no call comes by 3pm, I will file a dispute with the credit card company for a full refund.

-- David www.TheBoardSMITH.com


23 replies so far

View interpim's profile

interpim

1123 posts in 2057 days


#1 posted 862 days ago

Good luck

-- San Diego, CA

View lazyoakfarm's profile

lazyoakfarm

144 posts in 1396 days


#2 posted 862 days ago

Im sorry you had a bad experience. I hope mine is more of the norm.

I had some issues with my 8” jointer out of the box. they sent parts next day air. it didnt fix it. they sent UPS freight out to pick it up and delivered a new one.

I have a whold shop full of Grzzly. Not Great tools but good tools.
I just got paid big bucks for a PM bench top mortiser. Now thats quality.

View twiceisnice's profile

twiceisnice

95 posts in 1425 days


#3 posted 862 days ago

Im on your side 100%. I’ve had grizzly tools in the past and stopped buying their equip.

Most people seem to think the only place to by machinery is grizzy,rockler,woodcraft and so on.

Check to see if you have an industrial woodworking machinery dealer near you. They can get just about anything you want .

Your service will be 100% better and if you get in a pinch , they will come to your house. good luck.

View Trapshter's profile

Trapshter

62 posts in 993 days


#4 posted 862 days ago

BEWARE OF THE BEARS!!!!!!!! I have a few grizzly tools . One of which is a ten foot slider T S. The scale on the cross cut fence reads 14-15-16-14 -18-19 inches . They double printed the 14 in mark .it’s a ten dollar replacement part cost them probally $3.00. They will not replace it. I bough the saw used it was not even year old when I bought it . They will not warrantee anybody but the original owner . Even if it is a manufactures defect.I realize this is a small item but what if it was something major. I will tell this story over and over. So if anybody is buying a used Grizzly tool don’t pay much for it .it’s not worth it .
Jm

-- Smile and wave boys just smile and wave

View ruel24's profile

ruel24

78 posts in 892 days


#5 posted 862 days ago

Seriously? You slam the entire brand over that issue?

View BoardSMITH's profile

BoardSMITH

68 posts in 862 days


#6 posted 862 days ago

Sadly, after the third call to a CS supervisor who was in yet another meeting, maybe she should stay at her desk and work for a change, I was given the opportunity to leave another message. Rather than waste my time I told the woman I was speaking with to to tell her personally that I woud be filing a dispute with my credit card company. Being avoided by a supervisor is poor customer relations.

BTW The Grizzly G0490X is a almost exact twin to the Delta DJ20. The only real differences are the color, switch placement and the Delta is more expensive. I will buy one tomorrow and order a Shelix cutterhead as well.

-- David www.TheBoardSMITH.com

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Trapshter

62 posts in 993 days


#7 posted 862 days ago

No I didn’t t slam them over a stupid $10 part. It is there warrantee policy!!!! the saw is just about a year old now. What if the motor went or the slider table had issues. I can understand not warranting anybody but the original owner. It’s my opinion every company should warrantee against manufactures defects …..... If. They make a product and it’s clearly their fault something is wrong they should fix it. If they had a back bone they would stand behind their product and fix it. If we don t speak out against this kind of company then we are at fault. But hey if you want to deal with companies like this that’s up to you I will no longer.
Jm

-- Smile and wave boys just smile and wave

View BoardSMITH's profile

BoardSMITH

68 posts in 862 days


#8 posted 861 days ago

I had no intention of starting something here, just reporting on my experiences with Grizzly CS and their supervisor in particular. I’m not slamming the company. I’m hoping this was an unusual occurance and simply do not like the way my offer/request for a replacement jointer with an additional purchase was handled. It was their choice to deny and my choice to start the credit card company dispute.

Rick L – I followed the instructions in the manual four times. Starting with the outfeed table I set it so it was 1/16” above the cutterhead drum as specified in the manual. Then I leveled the infeed table and attempted to adjust the infeed so it was parallel and even with the outfeed. Being extra careful on the fourth attempt. I found the eccentric bushings would not adjust the tables enough to bring the infeed within tolerances to the outfeed table. Even after all the adjustments back and forth, the snipe was still there. I measured with a set of feeler guages and found one side was higher by 0.010” and the other side was lower by 0.013”. After spending as much for the jointer as I did, going through the difficult adjustment process and then going round and round with the CS and Tech people, I was elated they agreed to take it back for replacement. As I stated above, I had no confidence in that model and requested a different one be sent back along with an additional piece of equipment which they denied.

As I said, their choice and my choice. Again, I am not slamming the company, just the way my request was handled.

BTW I operate a small professional shop and have little time to baby sit machines or try to work around defects or problems. If it was as simple as a misprinted scale, I could accept that or just purchase a new scale and be done with it. But I make my living on those machines and must have a dependable, accurate and powerful equipment which I can purchase economically. I believe in the old adage that is is as unwise to pay to much for something as it is to pay to little.

-- David www.TheBoardSMITH.com

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BoardSMITH

68 posts in 862 days


#9 posted 861 days ago

HOLY REVERSE GEAR BATMAN!

Just received a call from Grizzly CS. They have agreed to a refund/store credit towards the purchase of a G0490X jointer and G0564 edge sander. I’ll pay the difference.

-- David www.TheBoardSMITH.com

View Bill White's profile

Bill White

3343 posts in 2559 days


#10 posted 861 days ago

Glad that the folks a Grizz came thru. I’m happy with my “bears”.
Bill

-- bill@magraphics.us

View NBeener's profile

NBeener

4806 posts in 1773 days


#11 posted 861 days ago

Trapshtr wrote:

”I will tell this story over and over. ”

Oh … please don’t.

In a case like yours, IT WOULD BE NICE if they replaced the measure, but … as you have admitted knowing … the warranty extends only to the original owner—FAR FROM uncommon.

You did NOT have a motor failure, or anything catastrophic. Whining about Grizzly for this one …. IMHO … is contributing to the adversarial relationship between manufacturers/retailers and customers.

The customer is ALWAYS right … except when they’re not.

IMHO, you are not.

To the OP: I’m very glad that Grizzly got this worked out to your satisfaction. I’ve had similar experiences, and—while they didn’t thrill me—did get satisfaction from Grizzly.

Improving QC is a (no pun intended) real bear, particularly with offshore production.

Improving customer service, OTOH, is nowhere near that hard. I do believe they work on both.

-- -- Neil

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BoardSMITH

68 posts in 862 days


#12 posted 860 days ago

There still seems to be a small detail to be taken care of.

During a previous conversation I was told when I returned the defective jointer, if I would provide the PRO # they would immediately get another ready to send out. Now, I was told an inspection has to take place prior to sending the replacment which I believe may mean checking to see that I didn’t send back a 1000 pound chunk of concrete or a huge rock. According to CS, it could take up to 72 hours for that to happen. Once the inspection happens, I will be contacted for payment and the new equipment will be sent out.

Yes, I am a little impatient and very tired of messing with this. It has tried my patience dramatically and I have tried very hard to keep my cool, speak evenly and politely and act professionally. In my opinion, this could have been resolved a week or more in the past and I could have been back to work and Grizzly would have a better reputation in my eyes, on NCWW and here on LumberJocks. As it stands now, for me to buy again from Grizzly will take some serious consideration on my part and a lot of caution.

And I still have an empty place in the shop where a jointer should be.

On the bright side, I have a friend on NCWW who managed to put a bug in the ear of a Grizzly supervisor who may have had some input in making the replacement go a little quicker. So I won’t embarrass the member I will keep the idenity between us and I will thank him here on the forums for the help he provided. Without a friend like this, I may still be just beating my head aganst the wall.

-- David www.TheBoardSMITH.com

View BoardSMITH's profile

BoardSMITH

68 posts in 862 days


#13 posted 857 days ago

WILL IT EVER END?

On Friday 3/16 I received a call from Grizzly CS saying I was going to get the replacement jointer and edge sander as I requested. They would issue a store credit for the defective 12” jointer and all I would have to do was pay the difference before they would ship. No problem. Exactly what I requested! But they would have to inspect. I guess they thought I had shipped back a 1000 pound chunk of concrete.

This afternoon I get another call. This one said I would get a refund to my card and I would have to pay for the entire purchase instead of a store credit and pay the difference. I’m not willing to wait 5 to 10 days for the refund to appear and told the rep so. He promised he would get back to me this afternoon. That was at 3:15. No return call.

Is there anyone at Grizzly customer service who has a brain and can function?

-- David www.TheBoardSMITH.com

View ruel24's profile

ruel24

78 posts in 892 days


#14 posted 856 days ago

Do you know how many calls Grizzly handles? It’s probably quite a lot. They sell 10’s of thousands of machines on a regular basis. You have to give the company a little slack. This person on the phone probably has to have supervisor approval for your situation, and it may be a little more work than just simply okaying your request. On top of that, he’s still fielding a ton of calls on a daily basis.

The best thing for you to do, is get the name and extension of the CS rep you were talking to, and get back with him if you haven’t heard from him, and follow up. Is it really that hard? Or is it easier to just rip into someone, when you have no idea the steps that need to be taken on the other end? It surely doesn’t seem as if they’re giving you the runaround. It just seems that what you want/and are getting is outside their normal company policy, and that isn’t left in the hands of the CS representative. Be patient. Do you really feel as if they’d bend over backwards anymore at Jet? Delta? Probably not…

View BoardSMITH's profile

BoardSMITH

68 posts in 862 days


#15 posted 856 days ago

A little slack? How about 4 weeks worth!

I realize they sell a ton of machines and I realize what I was asking for wasn’t what would be considered a normal request but it was approved. I was given approval for a store credit against the replacement equipment and I even offered to buy an additional piece. Then the store credit disappeared and I was to get a refund. Seems a little convuluted to issue a refund just to have it sent back in another transaction.

In my small business if someone asked to return a product for a larger more expensive one, I wouldn’t hesitate one moment.

A little slack? How about a little customer service?!

-- David www.TheBoardSMITH.com

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