"Warranty" on Powermatic PM2000

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Forum topic by RajinCajun posted 04-18-2009 05:50 PM 1936 views 0 times favorited 11 replies Add to Favorites Watch
View RajinCajun's profile


37 posts in 2761 days

04-18-2009 05:50 PM

Topic tags/keywords: tablesaw

I bought a PM2000 last year. It is a wonderful saw. Smooth, powerful. Dead on accurate right off the crate. Probably capable of greater accuracy than I am able to take advantage of…
But I just read a review elsewhere on LJ about Powermatic Customer Servie: “Customer Service – Absolutely phenomenal…You describe a problem. They figure out what is wrong and ship you the replacement immediately.”
My saw’s motor stopped working last week, and I’ve been getting the run-around from WHM.
First, they game me some local (Seattle) phone numbers to call for service. The first ones I contacted said they either didn’t offer table saw service, or didn’t offer field service. The last one I called was surprised at my call, and said PM should call them for me to authorize warranty repair.
Second call put me into voice-mail. Still no return call after three days.
I called Woodcraft (the seller) to get help. They were very accommodating,and gave me the name of a technician at PM to call. I did…voicemail…no return call still.
My last call to PM directed me to technical support. They’ve advised me to disassemble the motor and they will talk me through it. I don’t know anything about electric motors, and don’t want to try my hand at being a technician at this point in my life. Seems like I’m SOL, because they won’t arrange field service.
My idea of warranty coverage on a saw that’s less than a year old is someone to come out and fix it. If my washing machine breaks, that’s what happens. My crappy old Craftsman saw needed repair outside of warranty, and I had no problem getting someone out to work on it.
My question is: is this the standard for shop equipment? Do-it-yourself warranty repair? My saw is not working, and I’m stumped.

-- Its a HOBBY...I already have a job.

11 replies so far

View CharlieM1958's profile


16229 posts in 3639 days

#1 posted 04-18-2009 06:06 PM

Seems to me thatif they can’t send a service person to your shop, they should at least allow you to ship the motor to them at their expense.

-- Charlie M. "Woodworking - patience = firewood"

View Todd A. Clippinger's profile

Todd A. Clippinger

8901 posts in 3521 days

#2 posted 04-18-2009 06:17 PM

I can see them replacing the motor under warranty, but you will probably have to remove the defective motor and install the new one yourself.

-- Todd A. Clippinger, Montana,

View Chris Wright's profile

Chris Wright

540 posts in 2902 days

#3 posted 04-18-2009 06:34 PM

It’s a drag that you’re having problems with such a good tool. I agree with Todd though, the motor should be covered, and pulling out the motor and replacing it with a new one should be (relatively) easy. I hope it works out for you. Just be sure that any work you do on it won’t void your warranty.

-- "At its best, life is completely unpredictable." - Christopher Walken

View Scott Bryan's profile

Scott Bryan

27251 posts in 3243 days

#4 posted 04-19-2009 04:08 AM

I hate to hear that because that is a wonderful saw. I am a PM fan and have never had any problem with their tools so I have never had to deal with customer service. Keep us posted on what is going on with your saw.

-- Challenges are what make life interesting; overcoming them is what makes life meaningful- Joshua Marine

View LesB's profile


1228 posts in 2864 days

#5 posted 04-19-2009 08:17 AM

It is unusual for a motor to just “quit”. If that is what actually happened can we assume you have checked all the wiring, circuits, and switches all the way from your circuit breaker panel through to the saw to make sure there is no short, loose connection, or bad switch. Also is there a circuit breaker on the motor itself? Sometimes it appears as a red reset button. It the latter was the cause and it resets there may still be a problem with the motor and it will probably trip again at some point.
If you are absolutely certain the motor is getting power then you will probably need to remove the motor for repair. There are too many variables to discuss here on the cause of motor failure.
Good luck

-- Les B, Oregon

View RajinCajun's profile


37 posts in 2761 days

#6 posted 04-20-2009 08:30 PM

Thanks to all for the feedback to my question. I expected a service call to be provided for a saw that was under warranty, NOT just a do-it-yourself repair with free parts. But, after hearing from you LJs, I was ready to lower my expectations…then I went to the Powermatic website one more time.
I had been following the “warranty information” link, which advised me to call their number for assistance. That route was nothing but frustration detailed above.
Then, I tried “locate” on the home screen, and one of the choices was “authorized service centers”. From there, I got to someone who was helpful! Actually making a service call to my house on Wednesday! I’ll let you know how that goes.

-- Its a HOBBY...I already have a job.

View PurpLev's profile


8523 posts in 3070 days

#7 posted 04-20-2009 09:34 PM

I must say, reading this thread, that I’m somewhat surprised. seems like people take it for granted that if something is broken, such as the motor. then it’s perfectly ok for the owner of the machine to disassemble the motor, and replace it by himself (given that the manufacturer provides a new motor). And here is my surprise – in another recent thread when the manufacturer was company ‘B’, they were noted for ‘bad customer service’ for having the owner have to replace the motor himself (they provide a new part). why company ‘A’ can do it, but not company ‘B’ ?

not trying to hijack the thread… just made me curious.

Rajin, I hope you get the proper service you deserve! that is a good machine, and should follow with easy service.

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

View tooldad's profile


659 posts in 3136 days

#8 posted 04-20-2009 09:47 PM

I had a similar experience with the local “authorized” repair agents. We bought a 1993 25” wide belt sander and it kept running off to one side and not osciallating. Guy came out, but he warned me up front, he his a machine tool tech, not a wood tech. He didn’t charge me, but if I needed him to come back and replace anything he would at a service call then.

However, I did call tech support and a tech walked me through the diaphram. It’s air supply lines which operate the oscillator get clogged every so often. Now I know what do do about every couple of months when the emergency kill switch inside shuts it down.

I ended up with better service on the phone, but still am satisfied with PM.

On another note, Delta replaced bearings and an arbor that was stripped due to an out of balance wobble blade for $200. I did have to take it to them, but it was across town, no biggie.

View RajinCajun's profile


37 posts in 2761 days

#9 posted 05-09-2009 03:31 AM

It is now May 8, and my saw is still not working.
I contacted an authorized service center indicated on the PM website. They came out, said a part was needed, and left to order the part. I haven’t heard from them since.
Yesterday, I received a call from WMH tech support (800 274 6846, x1325). I called back this morning, and told him the whole story, and that I was waiting for the part. He said I first should try tightening the drive belt; even though I assured him that it was tight, he said it was a quirk of the PM2000 that it had to be ”real tight”. I followed his advice when I got home. As I suspected, nothing happened after I tightened.
I’m now going on my FOURTH weekend with no working table saw. WMH Tech support said he had no problem sending someone out to fix the saw, but he was sure this adjustment would do it. He was nice enough, but I’d rather have a working saw.
I know we’re all supposed to be handy, but I’m at a loss to understand the widespread opinion that powertool “warranty” means fix-it-yourself. This is a one year old, $2,600 saw!

-- Its a HOBBY...I already have a job.

View RajinCajun's profile


37 posts in 2761 days

#10 posted 05-20-2009 07:33 AM

Finally, finally, finally…
I convinced them the belt WAS tight, and “Danny” said he’d send out a starter capacitor overnight.
It arrived yesterday, and fixed the problem.
I’m extremely disappointed in the whole experience. I got an overnight shipment that should have arrived six weeks ago.
Buyer beware. What happens when a great tool breaks?

-- Its a HOBBY...I already have a job.

View Jim's profile


80 posts in 3498 days

#11 posted 05-21-2009 12:39 AM

The switch on my PM2000 malfunctioned. I called the Woodcraft store where I bought it and they sent me a replacement switch the same day. Mahalo to the Woodcraft guys in Honolulu!

-- Jim,

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