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Forum topic by lab7654 posted 09-05-2012 01:37 AM 1304 views 0 times favorited 24 replies Add to Favorites Watch
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lab7654

254 posts in 995 days


09-05-2012 01:37 AM

Topic tags/keywords: question jointer

Hey all, this Labor Day weekend I was working on my drill press stand and table (more on that eventually), when my JET 10” jointer/planer combo machine broke down. The chain that drives the planer rollers came off of the sprockets. This has been an ongoing issue, and I had thought I fixed it for good by replacing a snap ring. This time was the last straw. I decided I was going to send it back to get another machine, but upon research on the JET site, it says that I have to bring it to a service center. Here lies my question: how do I go about doing this, and will they even fix my machine? I have next to no experience when it comes to dealing with customer support on a matter like this. Most of my tools have been either satisfactory or fixed by myself. The nearest service center is over 20 miles from me, so I would just prefer to just send it out somewhere. If it helps, I bought the machine from CPO.

Thanks,
Tristin

-- Tristin King -- When in doubt, sand it.


24 replies so far

View Grandpa's profile

Grandpa

3204 posts in 1423 days


#1 posted 09-05-2012 02:30 AM

Check first with CPO and see what they tell you. 20 miles is just around the corner to me so I would feel like I got the better end of the deal if I only had to drive 20 miles one way for service. When dealing with them be nice. Not always easy but it gets you a lot further. We all fell like we should have a perfect machine when we lay out what feels like our life savings. I would look on line and get the phone number and address. Try calling them first then go from there. They maight have a fix they can tell you abou and it would save the 40 mile round trip drive. I have had pretty good service with them. They will often go above and beyond whgen you walk in. It is difficult to tell a guy NO! when he is standing across the desk from you. It is easier on the phone or through an email. Send it and they will do what they think you need and no more. Going in isn’t a bad thing. Good luck but do try CPO first. They might have a return policy. I use them but have never had a problem with their tools….yet.

View toolie's profile

toolie

1773 posts in 1376 days


#2 posted 09-05-2012 02:20 PM

this should be interesting. there is another thread praising jet for great CS. i’m looking forward to seeing what happens relative to their vaunted CS when the buyer hasn’t overpaid for his tools, like i assume the poster in the other thread did.

-- there's a solution to every problem.......you just have to be willing to find it.

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JETTools

5 posts in 848 days


#3 posted 09-05-2012 03:01 PM

lab7654, I am a representative from JET and I wanted to give you the phone number for our Technical Service department. Please call 1-800-274-6846 and one of our technicians can answer your questions and walk you through getting things fixed as easily as possible. Our Tech Service department always wants to know of issues that arise, and are happy to work with you to arrive at a solution. Thank you!

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Bill White

3582 posts in 2708 days


#4 posted 09-05-2012 04:37 PM

Well how’s that for a supplier response? Good on JETTools. Always nice to see/hear that kinda response.
Bill

-- bill@magraphics.us

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toolie

1773 posts in 1376 days


#5 posted 09-05-2012 08:10 PM

billwhite…......as another poster in another thread on this forum is noticing, when the jettools poster gets involved, things don’t always go swimmingly right out of the box. there’s a difference between giving someone a telephone number and something actually getting resolved to the customer’s satisfaction. let’s see what comes of this contact information.

i do know that when shiraz biloia, owner of grizzly, chimes in on problem threads over at saw mill creek, things get resolved pretty quickly. let’s see what happens here.

-- there's a solution to every problem.......you just have to be willing to find it.

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lab7654

254 posts in 995 days


#6 posted 09-05-2012 11:05 PM

Ok, as it stands right now, I’ve contacted CPO and it seems that I can’t return it directly to them, but they gave me the same number as the JET rep, so I’ll try that next. Thanks for all of your replies by the way.

-- Tristin King -- When in doubt, sand it.

View Dusty56's profile

Dusty56

11684 posts in 2436 days


#7 posted 09-06-2012 01:36 AM

I had excellent luck with my JET drill press issue….matter of fact , they sent me a brand new woodworkers model to replace the problematic one : ) Love my new DP !! Thanks JET !

-- I'm absolutely positive that I couldn't be more uncertain!

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lab7654

254 posts in 995 days


#8 posted 09-11-2012 11:57 PM

An update: Today I finally called JET up. I’ve been avoiding it because of school starting, and the last thing I wanted to do was deal with customer service after I got home. The calling process was surprisingly smooth, but we’ll see where it goes from here. The representative I talked to got down my information, the serial number of my machine, etc. and said he’d get back to me after he dealt with CPO. Hopefully this is relatively fast, I’ve been missing using my jointer.

-- Tristin King -- When in doubt, sand it.

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lab7654

254 posts in 995 days


#9 posted 09-21-2012 11:21 AM

Another update for those concerned: I think this is finally resolved. This Monday I dropped the package off at Fed-Ex with a prepaid shipping label, and now it is en route to Rochester. It was in Wisconsin as of 5:30, so luckily I’ll have it for the weekend.

-- Tristin King -- When in doubt, sand it.

View NiteWalker's profile

NiteWalker

2710 posts in 1325 days


#10 posted 09-21-2012 01:12 PM

@toolie; why the hate for jet/wmh group?

I’m just curious. I know most tools come from the same factories, but you do get different levels of quality control and service as the price goes up.

-- He who dies with the most tools... dies with the emptiest wallet.

View toolie's profile

toolie

1773 posts in 1376 days


#11 posted 09-21-2012 02:15 PM

nitewalker …... i had a bad experience with an 18” jet band saw and jet tech support, and the dealer they sent me to, did not provide the support i paid for (out of warranty service for which i paid $). were it not for lou iturra, that saw would have been nothing but a 400 lb. paperweight. i sold it to a guy who looked to be a pretentious tool snob who “had to have a jet”. i replaced it with a used rikon 10-340 for less than i got for the jet and couldn’t be happier.

-- there's a solution to every problem.......you just have to be willing to find it.

View Bertha's profile

Bertha

12951 posts in 1441 days


#12 posted 09-21-2012 02:17 PM

I made a post once about great customer service. This has been my experience with JET.

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

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NiteWalker

2710 posts in 1325 days


#13 posted 09-21-2012 04:52 PM

Toolie, that would do it for me too.
I had a bad experience with a well respected tool maker/seller over a $25 item and now they won’t get another penny from me. I can only imagine how mad I’d be over a big ticket item like a 18” bandsaw…

@lab7564: Still watching with interest.

-- He who dies with the most tools... dies with the emptiest wallet.

View Kelby's profile

Kelby

133 posts in 1159 days


#14 posted 09-21-2012 05:01 PM

I had only one experience with Jet customer service, and it was very good. I bought one of their larger drill presses, and it had a little more runout than I wanted. I was pretty picky about it, I admit, but I called Jet’s CS to see what they would do. They said they would replace it. They did not have one in stock, so I asked whether they would allow me to buy a Jacobs chuck to replace it and have them reimburse me. They did. I ended up with a very nice Jacobs chuck for my Jet drill press. I thought they went above and beyond the call of duty.

-- Kelby

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Kelby

133 posts in 1159 days


#15 posted 09-21-2012 05:03 PM

Toolie, I don’t know who is responsible for your frustrating experience, but sometimes those extended warranties are through a company that is someone other than the manufacturer. If it was Jet, shame on them.

-- Kelby

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