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Forum topic by George M posted 06-13-2014 10:26 PM 2832 views 0 times favorited 84 replies Add to Favorites Watch
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George M

117 posts in 1422 days


06-13-2014 10:26 PM

So I had an unpleasant dealing with Grizzly when I purchased a G0490x Jointer. You can read the original post here:
http://lumberjocks.com/topics/59510

I left that situation with the knowledge I would never buy a Grizzly product again. Some of you agreed with me and some of you did not – saying Grizzly had great customer service. Tell me what you think after you hear this.

My jointer quit working. I called technical support and it was determined that the magnetic switch went bad. Ok, so he gets my info to send me another one. Then he comes on the line and says “Sorry, but since you posted negative remarks we will not send you anything!!!!

Now mind you this jointer is 3 months old and has a one year warranty. Get that—it is under warranty! But they will not send me a replacement part. In fact he said they will not even sell me anything.

Hows that for great customer service? What am I supposed to do with a $1300 machine that wont start and I cant get a part for it?

Still think Grizzly is great???

By the way, other than the my original post I responded at the most 5 times on other threads. After that I figured whats the use. It is not like I was spending days bashing Grizzly. Course now I may have to rethink that.

-- George, Parker Colorado


84 replies so far

View HerbC's profile

HerbC

1168 posts in 1517 days


#1 posted 06-13-2014 10:37 PM

That does not sound right.

I’d contact the president/ceo of Grizzly, I think he’d appreciate the chance to straighten out the situation.

Of course, you seem to have made up your mind about “bashing Grizzly…”

-- Herb, Florida - Here's why I close most messages with "Be Careful!" http://lumberjocks.com/HerbC/blog/17090

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Ocelot

595 posts in 1296 days


#2 posted 06-13-2014 10:39 PM

I agree with HerbC. You got a bad phone rep. Another phone call is in order.

I went back and read your earlier thread. I suspect that your tone in dealing with Grizzly might be responsible for their response to you. Still, I believe that if you are respectful and a little patient, you will receive the warrantee service. My brother is a phone answerer for a major cable TV company. He’s not the CEO. He doesn’t control much of anything. I try to remember that when I call a company – it’s just some guy like my brother answering the phone. Whatever my complaint is, it’s probably not his fault personally.

-Paul

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pintodeluxe

3365 posts in 1471 days


#3 posted 06-13-2014 10:40 PM

They should know that improving their customer service is the only thing that changes negative reviews.
Too bad the switch failed so soon.
Have your neighbor call in the order for a new switch.

-- Willie, Washington "If You Choose Not To Decide, You Still Have Made a Choice" - Rush

View Loren's profile (online now)

Loren

7574 posts in 2306 days


#4 posted 06-13-2014 10:41 PM

Post a review on Amazon. If the company wants to
play that game, let them. An Amazon review will
be a far bigger thorn in their side than a review
here.

You can buy an appropriate magnetic starter for about
$40 shipped from Hong Kong. It’s not like it’s much
different than what Grizzly uses.

-- http://lawoodworking.com

View George M's profile

George M

117 posts in 1422 days


#5 posted 06-13-2014 10:53 PM

I asked the rep who I can talk to about this and he said noone, that the notice on my file was from the highest level.

HerbC. I would rather not resort to “bashing” Otherwise I would have been doing that for the last three months.

I know the name of the President but cant find his email. Does anyone know it?

-- George, Parker Colorado

View mporter's profile

mporter

238 posts in 1236 days


#6 posted 06-13-2014 11:03 PM

Sorry, I am calling BS. I don’t believe any of that.

View Loren's profile (online now)

Loren

7574 posts in 2306 days


#7 posted 06-13-2014 11:08 PM

Regarding your original thread, I don’t share your hangups
about Pacific rim fit/finish issues. Still, a switch under warranty
should be replaced.

Grizzly is a lower-end dealer. Fit and finish is an area where they
cut corners. The good stuff comes from Europe and even then
there are flaws. Machine manufacturing is not like making
a toaster, there’s a lot of hand-work and time pressure. It’s
not all automated.

-- http://lawoodworking.com

View jonah's profile

jonah

453 posts in 1957 days


#8 posted 06-13-2014 11:20 PM

I don’t believe any of it, to be perfectly honest.

Were you at the very least courteous to the people you talked to? Judging by your previous comments, I’m betting not.

I’ve certainly had customer service people not do what I want them to do, but I have trouble believing someone would say what you report flat out.

View Monte Pittman's profile

Monte Pittman

14233 posts in 996 days


#9 posted 06-13-2014 11:27 PM

Grizzly has been absolutely wonderful to deal with for me.

-- Mother Nature created it, I just assemble it.

View George M's profile

George M

117 posts in 1422 days


#10 posted 06-13-2014 11:27 PM

For those not believing – well I don’t know what to tell you. I find it hard to believe myself. Yes I was courtious, we went through the whole process of trying to decide what was wrong. I gave then the original order number. It wasnt until he told me he couldn’t send me anything that I became angry.

-- George, Parker Colorado

View ras61's profile

ras61

92 posts in 179 days


#11 posted 06-13-2014 11:41 PM

Not that I don’t believe the OP, but there’s two sides to an argument, and I’d love to hear Grizzly’s side of this story.

-- "South Carolina is too small for a republic and too large for an insane asylum" - James L. Petigru, 1860

View TheFridge's profile

TheFridge

834 posts in 144 days


#12 posted 06-14-2014 12:27 AM

No way in hell I’d take no for an answer for a piece of equipment under warranty.

Me? I’d prob have 2 switches and some router bits after I got done with them.

-- "We build our workshops. Then we enjoy the fruits of our labor by laboring for more fruits." - Me

View dawsonbob's profile

dawsonbob

381 posts in 413 days


#13 posted 06-14-2014 12:37 AM

The only thing I own from Grizzly is a router table. There was a parts bag missing (could happen to anyone). They sent me a replacement priority mail right away. That kind of customer service is all I’ve ever heard about form Grizzly. All reports have been exceedingly positive, so this one makes me wonder.

-- Mistakes are what pave the road to perfection

View NiteWalker's profile

NiteWalker

2710 posts in 1235 days


#14 posted 06-14-2014 12:46 AM

What TheFridge said.
In fact, kreg tool is about to get a reaming from me; I bought two automaxx bench clamps at $39 each and the threaded part on the bottom of both are messed up. Trying to screw in the screws that came with them results in galled threads and lots swearing. And they’re made in china. :-/

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

View Marcus's profile

Marcus

1048 posts in 678 days


#15 posted 06-14-2014 01:24 AM

Sounds odd to me. “Oh, you’re THE George in colorado who posted a moderately negative review?”

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