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Rikon Customer Service

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Forum topic by ardbeg posted 862 days ago 992 views 0 times favorited 10 replies Add to Favorites Watch
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ardbeg

101 posts in 1653 days


862 days ago

With how often customers don’t get the treatment and respect they deserve I thought it was fitting to post this. I ran into a problem when I unpacked my new saw—one base piece was doubled and the opposite member was missing. I sent an email to Rikon after business hours last night and when i called first thing this morning Rod already was familiar with the situation and took care of it immediately.

Rikon customer service (and Rod in particular) was fantastic. They are overnighting me the missing piece and apologized for the mix up. I have actually never had a customer service rep that was that quick to respond, fix the problem and seem genuinely concerned that something went wrong. It was refreshing to know that someone out there is doing it right.

Interestingly, I debated about the Rikon, because it was my first tool from them and I wasn’t sure what to expect. The initial disappointment in opening the box was outweighed by knowing they have great people standing behind their product.

So, tomorrow I will be able to get it set up and it will be working for my project by Friday.

-- You may delay, but time will not. --Ben Franklin


10 replies so far

View MoshupTrail's profile

MoshupTrail

287 posts in 1106 days


#1 posted 862 days ago

That’s great! Nothing beats great customer service.

-- Some problems are best solved with an optimistic approach. Optimism shines a light on alternatives that are otherwise not visible.

View syenefarmer's profile

syenefarmer

389 posts in 1706 days


#2 posted 862 days ago

The one time I needed to deal with their Customer Service Department I received the same excellent service. Nobody likes to have problems but Rikon steps up and takes care of theirs in an outstanding manner.

View jobott's profile

jobott

27 posts in 1987 days


#3 posted 862 days ago

Awesome Ardbeg, so glad to hear it! looking forward to hearing about the saw once you’ve got it up and running.

-- Joe B

View Durnik150's profile

Durnik150

647 posts in 1947 days


#4 posted 862 days ago

Glad to hear it. I have several Rikon tools but have never had to contact them. It’s good to know they stand behind their product and take care of the customer.

-- Behind the Bark is a lot of Heartwood----Charles, Centennial, CO

View JCantin's profile

JCantin

131 posts in 2038 days


#5 posted 862 days ago

+1 on Rikon and Rod in particular. I live close to Rikon’s US distribution center and Rod took care of a repair problem on my jointer no charge.

View tsdahc's profile

tsdahc

75 posts in 977 days


#6 posted 862 days ago

I had an issue with my rikon 14” deluxe. There was a crack in the finish where the frame met the base. I contacted woodcraft and they told me to contact Rikon. After a few emails some pictures and a week they saw the issue, I also complained about the poor machining quality of the miter slots. On my saw the miter slots look like rolls of quarters and are not smooth. A miter gauge still slides and it doesnt hinder it, the table just doesnt look the best in the world. They offered to replace the whole saw for me, which I was going to do. The saw was backordered month and they said they would get to me when the new saw would be ready. Well the new saw never showed and never got a call from rikon. After using the saw for a month and a half I decided that while a new saw would be nice I couldn’t absolutely assure that it would fix the issues. I saw three other rikons 2 had the crack in the finish and one had a table worse than mine. I decided not to peruse it any further and get back to making saw dust. It was admirable that they offered to replace the whole saw on these two issues but they dropped the ball for not following up with me. Yes if I was really wanting it replaced I could have continued to call and see what the status was but I didnt. I felt that spending the time unpacking a new saw assembling tuning and then repacking was not worth it. So I give their service a 3-4 stars, would have gotten more if they called me back when a new saw was ready. I would have said never mind, would have been nice to have the opportunity. As far as the performance, love the saw, its a great first and hopefully last band saw that I will need for a long time. I would definitely buy again.

View DavidsWoodShed's profile

DavidsWoodShed

7 posts in 869 days


#7 posted 862 days ago

I agree that Rod is very responsive when problems arise. My 20” x 37” 70-425 Rikon lathe’s drive shaft snapped while running about a year ago and they immediately shipped me a replacement lathe top. I wasn’t thrilled that a basically brand new lathe broke that way but the replacement has run fine since. I also have a Rikon 18” bandsaw which has run fine since I bought it. I would consider Rikon for future tool purchases.

View Straightbowed's profile

Straightbowed

717 posts in 924 days


#8 posted 862 days ago

I haven’t had any real problems with my bandsaw so good luck and be safe

-- Stevo, work in tha city woodshop in the country

View oskarman's profile

oskarman

30 posts in 936 days


#9 posted 862 days ago

thanks for sharing. we all too ofte hear about poor examples of customer service. it’s great to hear about examples of good customer service

View Russ's profile

Russ

356 posts in 1703 days


#10 posted 859 days ago

I had a good experience with them too. I complained on twitter that Woodcraft still didn’t have my lathe in stock. Woodcraft didn’t respond but Rod at Rikon did and gave me a rough estimate on it’s delivery.

-- Russ

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