Shoutout to Affinity tool

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Forum topic by txn posted 03-25-2015 10:43 PM 1037 views 0 times favorited 6 replies Add to Favorites Watch
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140 posts in 1664 days

03-25-2015 10:43 PM

back in November I bought a pm-254 Portamate router noted to mount into my router cabinet. It worked great for a couple of months then in January I noticed a wicked wobbl. Upon further investigation I noticed quite a bit out runout. It was bad enough that I could easily see it while spinning the collet by hand. Called up affinity they sent me a new collet. That didn’t fix the problem so they sent me a brand new router. Used it for two projects and it started the same exact thing it had runout at the top of the bits. Another problem I had with both routers is that under load the speed would jump up to full speed and stay there until I turned the speed all the way down. This is a new model router and I completely understand that there will be bugs that need to be worked out, there’s not many reviews on this product so putting it out there. Now onto my shout out ken over at affinity has the absolute best customer service I have ever dealt with. I called him back today to explain that I was having the same issues with this router as I had with the previous one. I told him that I had called the woodcrap store and he told me he wouldn’t take it back because he’d be stuck with it. (the store manager at my local woodcrap store is the rudest and has the worst customer service I’ve dealt with) ken told me that he was going to call the store and tell the manager that affinity would take the return and give the store their money back and call me back. 10 min passed by and ken called back he informed me that he was just going to cut a check and mail it to me along with a shipping label to send the two motors back so they could look into the problem. My only guess into why I couldn’t take it back to the store is because the manager is a douche and refused them ( trust me this is more than likely the reason I have another huge issue with that guy and no longer shop there) Anyways the customer service over at affinity is great and I would not hesitate to buy another Portamate router in a year or two when they get all the bugs worked out because I know if it isn’t right they will do whatever it takes to make it right. Sorry for the long post just thought I’d give credit where credit is due especially these days when everyone is out to get the other guy and only do for themselves.

6 replies so far

View SuperCubber's profile


1043 posts in 2489 days

#1 posted 03-26-2015 01:00 AM

Always refreshing to hear a positive customer service story.

-- Joe | Spartanburg, SC | "To give anything less than your best is to sacrafice the gift." - Steve Prefontaine

View CharlieK's profile


581 posts in 3998 days

#2 posted 03-26-2015 02:01 AM

It is great to hear about such outstanding service by Affinity. It is nice to know that some companies really “get it”. On the other hand, I am surprised that your local guy is so hard to deal with. Any retailer with that kind of attitude is not likely to be around very long.

Thanks for sharing your story,

-- Adjustable Height Workbench Plans

View txn's profile


140 posts in 1664 days

#3 posted 03-26-2015 02:15 AM

Ya I was floored with my last experience with him Rockler is a lot closer than woodcrap luckily but there are some things Rockler doesn’t carry that woodcrap does. I was buying a sawstop from Rockler but needed the industrial base conversion kit so I called woodcrap and asked if they had one. He said Ya and they would hold it so I drove over an hour to go pick up that kit and he refused to sell me the conversion kit without the mobile base until we got into a yelling match where everyone in the store was watching us. Hince why I will never shop there again. If he would’ve told me on the phone that he wouldn’t sell me the kit I would’ve been fine with that but it was the fact that I drove so far after being promised and then being told that he wasn’t going to sell me the conversion piece by itself is total bs

View ScottKaye's profile


712 posts in 2158 days

#4 posted 05-14-2015 03:24 PM

Interesting story about the router. I’m currently looking at the PM-254 based on a recommendation from Charles Neli. He got a couple of these routers from woodcrap and he really like his. I know he uses his a lot harder and way more often then I’ll use mine. I found another PC clone on the MLCS Woodworking sight. It appears to be the exact same PC clone as the portamate but in blue. Just debating which way I should go. I’m leaning heavily towards the MLCS since they have 5 year warranty and I can get it for $196 with a 10% discount for being a new customer that signs up for their e-newsletter. AT that price, if it last 5 years I will figure I have gotten my moneys worth!


-- "Nothing happens until you build it"

View BinghamtonEd's profile


2298 posts in 2574 days

#5 posted 05-14-2015 03:51 PM

Great to hear that their customer service stepped up to the plate. Regarding your local guy…I guess he doesn’t fully understand how to remain viable in today’s market. If he wants to be a douche, chances are people will either start going to Rockler, or ordering online and waiting a couple days.

-- - The mightiest oak in the forest is just a little nut that held its ground.

View WoodNSawdust's profile


1417 posts in 1381 days

#6 posted 05-14-2015 04:02 PM

If Woodcrap is the locally franchised nationwide chain of woodworking stores with headquarters in West Virginia then their policy is not to accept returns of any Power Tool. To me this stinks, but it is their policy.

I drive farther to go to Rockler if they have the part.

-- "I love it when a plan comes together" John "Hannibal" Smith

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