|Forum topic by BoardSMITH||posted 12-28-2013 01:04 PM||3000 views||0 times favorited||29 replies|
12-28-2013 01:04 PM
Here is a copy of the email I sent to John Wirth, President of Woodworkers Supply
Have you ever wondered why a customer leaves? Here is one way to drive customers off.
I scoured the internet searching for a 20” disc sander. I settled on a Woodtek because I wanted to buy local. The call to the Graham, NC store was terrific, Benny was more than helpful and helped to meet the prices I found on the internet. So I paid for the sander and arranged to pick it up a few day later.
When loading the sander in the back of my van it took a committee decision as to the best way to lay it down. After 30 minutes of decision making the sander was in the van on its side.
So I arrive at my shop, unload the sander by myself, uncrate it and get it off the pallet. I cleaned off the small amount of shipping grease and left it until the next morning after I purchased a proper plug. The plug was installed when I arrived back at the shop, I moved the sander to the place it was going to live, plugged it in to a proper 20 amp circuit (the machine specifications state 230 volt 12 amp), turn the breaker on, put the direction switch to the forward position, push the start button and the disc takes off for a few seconds to what seems to be a very rapid speed then the breaker trips. I check the connections and try again in reverse this time. This time the disc doesn’t move and the sander emits a loud hum. All the electrical connections were sound and proper according to the diagram on the inside of the cover.
I tried to call your expert in all things Woodtek, Eric. I finally managed to get a phone number for him and left a message with some of the problem details and a return phone number. After 5 hours with no return call I call the store for help. Again Benny is good to help and in about 10 minutes Eric returns my call.
As I detail the problems Eric seems to be only interested in the amp rating of the 220 volt circuit I am using and the speed of the disc and constantly goes back to those items giving me some obscure information about using a strobe to measure the disc speed and his take on electrical theory and amp draw for the circuit. He completely ignores the problems I have detailed. He had little to no interest in helping, was completely distracted by the electrical circuit and disc speed, didn’t offer any help in troubleshooting the problems and only offered his opinion I needed to return it to the store. So I loaded it back into my van and hauled it back to the Graham, NC store, had it unloaded and received a full refund. Benny did offer to remove a motor from one in the store that had a broken base but I wasn’t interested in having to tear down and rebuild a new machine.
So you have the sander back and I have my refund. I will purchase another brand on Monday. I have listed the problems encountered on North Carolina Woodworker.net and I will list it again on LumberJocks.com. I expected better from Woodworkers Supply.
I really hate to complain but having to haul a 400+ pound sander in and out of my van was torture on my back, the motor/controller problems and dealing with Eric was a little more frustration that I wanted to endure. As an aside, I have dealt with this Woodworkers Supply store since it opened and haven’t had any problems. And I haven’t purchased and Woodtek equipment or had to speak with Eric before either. Doesn’t appear I will purchase ay more Woodtek equipment or speak with Eric again either.
-- David www.TheBoardSMITH.com