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Laguna 10'' jointer/planer arrived with a 1 inch gash in the planer bed - what should I do?

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Forum topic by NancyMcCorry posted 02-17-2009 05:08 PM 8120 views 0 times favorited 102 replies Add to Favorites Watch
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NancyMcCorry

12 posts in 2037 days


02-17-2009 05:08 PM

I got a 10” Laguana jointer/planer combo machine three weeks ago. It arrived with a 1 inch gash in the planer bed – under the cutter head. I can sand down the high points, but am concerned about rust etc. laguna is offering little compensation – replacement knives as I need them… What do you guys think?


102 replies so far

View Karson's profile

Karson

34875 posts in 3052 days


#1 posted 02-17-2009 05:11 PM

I think it sucks. Was it a shipping problem. I assume that there was insurance on the shipping.

-- I've been blessed with a father who liked to tinker in wood, and a wife who lets me tinker in wood. Southern Delaware karson_morrison@bigfoot.com †

View dalec's profile

dalec

613 posts in 2540 days


#2 posted 02-17-2009 05:31 PM

I am not one to complain a lot about things, but you purchased a high priced quality tool from a high end manufacturer. I assumed you did not buy an advertised blemished tool at a discounted price. You should expect your tools be perfect from the seller and that it be delivered undamaged. Get back with whoever may be responsible for the damage (shipper or manufacturer).

Dalec

View PurpLev's profile

PurpLev

8476 posts in 2300 days


#3 posted 02-17-2009 05:36 PM

“laguna is offering little compensation” .... that is pretty bad, I always had a positive perception of Laguna… this type of customer care and service is disturbing.

I’d try to talk myself up to a higher rank at Laguna about this…. this is sub par service, on a brand new machine!

-- ㊍ When in doubt - There is no doubt - Go the safer route.

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motthunter

2141 posts in 2451 days


#4 posted 02-17-2009 05:58 PM

they should replace the bad part. Push it with them. You have options

-- making sawdust....

View Big_Bob's profile

Big_Bob

164 posts in 2361 days


#5 posted 02-17-2009 06:19 PM

Nancy:
I bought the same planer jointer a year ago and when I got it would not run at all. I found the Laguna service department to be of little help until I emailed Torben Helshoj the president of Laguna Tools his email address is torbenh@lagunatools.com

Then I found out that if I told them what was wrong and bugged them for weeks they would send me the part and I could fix it.

Well it works now but I never buy a Laguna tool again. To bad because I like their 16 inch bandsaw.

-- Bob Clark, Tool Collector and Sawdust Maker

View NancyMcCorry's profile

NancyMcCorry

12 posts in 2037 days


#6 posted 02-17-2009 06:25 PM

Thanks for all the feedback! The gash didn’t come from shipping. It is in a well protected area of the planer bed. It had to be installed that way. There is no way I could replace the bed myself – the whole machine would have to come apart and even the tech said I couldn’t get it true and flat. I’ll go ahead and write to the president of Laguna. It really bothers me that I asked the salesman about problems like this – how they’d be handled before I made the purchase. I was told they take care of this stuff – without problem. Mostly they have been avoiding dealing with it – I think hoping I would just settle with the defect.

View Big_Bob's profile

Big_Bob

164 posts in 2361 days


#7 posted 02-17-2009 07:44 PM

Nancy:
I should have said that Torbin never returned my email! He did however have someone at the service department call me. One more reason I will not buy a Laguna Tool in the future.

-- Bob Clark, Tool Collector and Sawdust Maker

View Francisco Luna's profile

Francisco Luna

936 posts in 2045 days


#8 posted 02-17-2009 08:20 PM

As DaveR, I have also read lots of back feedbacks about that comapny, customer service issues.
Put the machine back in the palets and send it back. Ask for a full refund of your money.

-- Nature is my manifestation of God. I go to nature every day for inspiration in the day's work. I follow in building the principles which nature has used in its domain" Frank Lloyd Wright

View Todd A. Clippinger's profile

Todd A. Clippinger

8775 posts in 2751 days


#9 posted 02-17-2009 08:27 PM

Laguna has slick marketing and it seems that their tools are nice.

However, among the professionals that I know they would never buy another Laguna tool because the service support is so poor. For us the longer that a tool is down, the more money we lose.

On the other hand, my cheaper Grizzly tools came with great support.

I would press the issue. I charge my clients more, but I am attentive to their every need and I expect the same from my suppliers.

-- Todd A. Clippinger, Montana, http://americancraftsmanworkshop.com

View NancyMcCorry's profile

NancyMcCorry

12 posts in 2037 days


#10 posted 02-17-2009 08:32 PM

The guy I’ve been working with at Laguan told me they won’t replace the machine and can’t send me the part (new bed) to replace it. They tell me to sand the high points and keep wax on it to prevent rust.
I guess I can ask for a discounted price. What do you guys think of that?

View NancyMcCorry's profile

NancyMcCorry

12 posts in 2037 days


#11 posted 02-17-2009 08:34 PM

I could also send it back – I’d lose some money getting the movers to come again and get it up out of my basement for $150. I’m guessing Laguna might pay for the return shipping (over 200), but not sure…..

View SCOTSMAN's profile

SCOTSMAN

5361 posts in 2237 days


#12 posted 02-17-2009 08:55 PM

In the uk you can demand a full cash refund inc delivery .When this happens under UK law you are not entitled to any replacement parts just your money back.However as I see it here it is the same you bought a new machine not a damaged machine they must surely replace it with a new one in perfect condition.Whats all this send you the parts and you can fix it your self thats bad service.After all it’s not your job to repair their inferior goods they should send a new one or someone out to replavce the broken parts without you having to lift a finger end of story sorry to hear of your misfortune.Alistair

-- excuse my typing as I have a form of parkinsons disease

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NancyMcCorry

12 posts in 2037 days


#13 posted 02-17-2009 09:12 PM

Hi guys,
Thanks again for all the help! I sent an email off to the guy I’ve been working with at Laguana – infoming him that the offer of replacement knives was not adequate – - that I expected the machine to be in prefect condition and am considering returing it for a full refund. I’ll need to have it re-crated and taken back out of my basement shop. What a pain!

View SCOTSMAN's profile

SCOTSMAN

5361 posts in 2237 days


#14 posted 02-17-2009 09:20 PM

I bet they will rather sort the problem for you even if the replace it rather than loose your custom.At the moment especially its dog eat dog and he or she who holds the purse strings is all powerfull .Aslo plenty others will be waiting to supply you with such a machine and the know that. After all it’s hardly chicken feed !We’re talking about a big investment for you and you rightly expect a brand new perfect machine to last for years that’s how it should be wait and see.if they have any sense they should be falling over themselves to sort the problem ratrher than loose you custom after all a poorly trated customer might potentially buy more things in the future or not and they have friends to tell of there poor treatment like you do here.Alistair

-- excuse my typing as I have a form of parkinsons disease

View Dadoo's profile

Dadoo

1764 posts in 2642 days


#15 posted 02-17-2009 09:34 PM

Email him again…This time tell him you’re a member of a world wide woodworking organization of some 8000+ members…whom you can easily contact with the simple click of the mouse!

-- Bob Vila would be so proud of you!

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