|Forum topic by ADHDan||posted 10-03-2014 07:56 PM||938 views||0 times favorited||4 replies|
10-03-2014 07:56 PM
I wanted to share a story and solicit similar stories from other woodworkers. I had a jointer delivered from Grizzly on Wednesday and they exceeded my customer service expectations. The machine was supposed to be delivered between 2 and 6 PM on Tuesday but it never showed up, UPS never called me to tell me what was going on, and by the time I realized it wasn’t coming UPS was long closed. I called Grizzly the next day and spoke to a rep right away and explained the issue. A few hours later Grizzly called me to explain that UPS didn’t know what went wrong, but they arranged for another carrier to deliver it that day with a free lift gate upgrade. Grizzly called later that day and the next morning to make sure I got the jointer.
Then, as I was putting it together, I noticed that the dust port had a hairline fracture. I called Grizzly today to report it and they said they’d be happy to send a new part, I just needed to call back with the serial number (which I didn’t have on hand). That alone would have been sufficient, but a different Grizzly rep called me a few hours later and explained that they didn’t need the serial number for out-of-the-box damage and would ship me a new port today or Monday.
So, what tool companies have given you excellent (or horrible) customer service experiences?
-- Dan in Minneapolis, woodworking since 11/11.