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Triton Router Disaster, Triton Customer service A+++

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Forum topic by Pyamed posted 05-14-2012 12:05 AM 2270 views 0 times favorited 2 replies Add to Favorites Watch
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Pyamed

30 posts in 2156 days


05-14-2012 12:05 AM

Topic tags/keywords: router triton plunge router customer service

So I have the Triton 2.25 plunge router, I purchased it about a year and a half ago and I purchased it because of the very high reviews on this site and also because woodcraft had it on sale. When I first opened it up I noticed that it seemed that a lot of the construction was plastic. I was a little afraid of this but after using it, the reviews were dead on. That brings us to present day when I was routing an edge on a table I was working on. I was lowering it and somehow it got hung up and it wouldn’t move so I really started cranking on the handle and sure enough the plastic gear inside the handle broke. I was pretty heated and in the back of my head I knew something eventually was going to happen with one of the plastic components. So I emailed customer service and within a few minutes I had a response from Stacy. She sent me a diagram and told me to pick out which part was broken or to email her a photo and she could tell me which part it was. I told her which one it was and she said she would ship it out to me for FREE so I should have it in a few days. She also forwarded me a video tutorial on how to open the router and replace the part. Holy crap I was stunned. Not only was it out of warranty but they really could have charged me the $5 or however much it was for the part but they didn’t.

So here I am Triton standing at my computer applauding your outstanding customer service. You can bet that I probably will own a Triton for the rest of my life just because of Stacy putting her customer first. I’m in the customer service business and there are probably only a hand full of companies that still do business like that.

So if you have a Triton and you ever need to take it apart for some reason, here is the site she forwarded on to me. It is extremely helpful. If you don’t have one you better get yourself one because not only do the have an outstanding router, as you can see they have some outstanding customer service!

http://www.availdistribution.com/infoVideos.html

-- Kevin - Rochester, NY


2 replies so far

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LukieB

965 posts in 1793 days


#1 posted 05-14-2012 02:27 PM

Nice to hear that kind of customer service still exists. I really hate that “sorry, buy a new one” attitude I’ve gotten from so many companies.

-- Lucas, "Someday woodworks will be my real job, until then, there's this http://www.melbrownfarmsupply.com"

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Bertha

13003 posts in 2156 days


#2 posted 05-14-2012 02:36 PM

I think that if you want to reserve the right to complain, you have to acknowledge good when you see it. Thanks for posting this!!! I own a Triton and I’ve been pleased with it. It’s nice to know there are still companies like this around.

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

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