Customer service

dusty · Post by **dusty** » Thu Feb 05, 2009 5:23 am

My experiences here do not exactly replicate others but I do know Shopsmith has trouble with their computer data base. I also know that I have participated in creating several different account files that I have with Shopsmith. My many account files were created by my placing online orders and using slightly different identification data. Example: My address --- West Placita and W Placita and W. Placita have resulted in three addresses. I can ship to anyone of those and the system handles it fine except that my orders history is a messed up (spread between the multiple addresses).

Once I became aware, I no longer have a problem. I am very careful when placing online orders to always do it the same. Actually, I no longer edit the entries - the computer fills in the blanks for me (the same every time).

However, if I call in an order, nearly ever time the ladies in customer service make comment about how many times I am listed in their account files. The ladies have attempted to purge the unwanted entries but have not been successful. The customer data base appears to be protected from edit once established.

Len · Post by **Len** » Thu Feb 05, 2009 8:22 am

shydragon wrote:I make other purchases, using different addresses without changes to my account, just because I used a different shipping address. So, I don't know if it laziness, too much of a hassle, or they really don't have the computer smarts. So, now I just live with it.

As SS folks live with their old database. They probably have a database made or customized for them and the guy that built it is long gone. As databases are not cheap, nor easy to build, they obviously live with it. As you know it is frustrating with you and your orders, imagine having to work with an inflexible database (or any product, which is why I like my Mark V) and dealing with customers. Been there, done that and know DB are a PITA when one can't "fix em".

paul heller · Post by **paul heller** » Thu Feb 05, 2009 8:24 am

Where are you guys going to track your orders? The only place I see is a link from the bottom of the main shopsmith.com website page that says "check order status" and the next think I am asked for is an order number and a telephone number.

You guys seem to have found a place that lists all open orders??

Paul

dusty · Post by **dusty** » Thu Feb 05, 2009 8:37 am

paul heller wrote:Where are you guys going to track your orders? The only place I see is a link from the bottom of the main shopsmith.com website page that says "check order status" and the next think I am asked for is an order number and a telephone number.

You guys seem to have found a place that lists all open orders??

Paul

It does seem that way doesn't it. I am trying to answer your question, Paul but I cannot go do that right now. I cannot find the data that I once could. However, if it is there I will find it. If I find it, I will so report.

Try this:
http://www.shopsmith.com/ownersite/chks ... hone3=xxxx entering your own account number and telephone number.

The response used to be more inclusive of old orders than it is now. At one time the response included many, many more archived orders. It now appears to be, based on my own data, one years worth or orders.

shydragon · Post by **shydragon** » Thu Feb 05, 2009 9:07 am

It must be by calendar year. I just starting buying in May, and my order history is blank now.

dusty · Post by **dusty** » Thu Feb 05, 2009 9:32 am

shydragon wrote:It must be by calendar year. I just starting buying in May, and my order history is blank now.

I don't know why but I can see that it is not complete (for me). I placed orders in 2008 that are not included.

Ed in Tampa · Post by **Ed in Tampa** » Thu Feb 05, 2009 10:29 am

I read these complaints and I wonder if people just complain to hear themselves. Shopsmith customer service is one of the best. If you don't believe it try ordering some things from a few other manufactures. One I know of has their customer service in India, while they speak English it is with an interesting accent (hard to near impossible for me to understand) and they have no idea of American colloguialisms (which makes carrying on a meanful conversation nearly impossible for me). I know of another company that simply doesn't have any way to have human contact outside of email. If you can't resolve the problem by email you aren't going to resolve the problem. Then there are the infamous push 3 for x, 4 for y and 5 for z phone answering systems where you wear yourself and your phone out pushing the buttons only to hear your being transferred to an operator ..... dial tone.

Come on guys, the economy is tanking, businesses are going out faster than anyone imagined, sure Shopsmith is cutting back but they are still there and their customer service is doing a super job.

I'm really starting to believe some people want to see Shopsmith fail for what ever reason and they keep finding fault. I don't know if they think if SS fails they can buy it, or that they can run a parts business if SS fails, or if they think their SS will increase in value but it seems they take every chance they can to take a pot shot at the company. WHY?????????

I know every order I have ever placed with SS was handled by super people, some things were backordered but I was promptly made aware of the reason and expected delivery date and given the choice whether I wanted to wait or not. Yes sometimes the phones are busy, but in nearly every case it was expected, near noon or toward the end of the day. However I have found if I try in mid morning, mid afternoon they promptly take my call. I don't do much mail order business but again I have never had a problem with SS. I have with other companies, which makes me wonder why is so many are faulting SS???

dusty · Post by **dusty** » Thu Feb 05, 2009 11:04 am

Ed in Tampa wrote:I read these complaints and I wonder if people just complain to hear themselves. Shopsmith customer service is one of the best. If you don't believe it try ordering some things from a few other manufactures. One I know of has their customer service in India, while they speak English it is with an interesting accent (hard to near impossible for me to understand) and they have no idea of American colloguialisms (which makes carrying on a meanful conversation nearly impossible for me). I know of another company that simply doesn't have any way to have human contact outside of email. If you can't resolve the problem by email you aren't going to resolve the problem. Then there are the infamous push 3 for x, 4 for y and 5 for z phone answering systems where you wear yourself and your phone out pushing the buttons only to hear your being transferred to an operator ..... dial tone.

Come on guys, the economy is tanking, businesses are going out faster than anyone imagined, sure Shopsmith is cutting back but they are still there and their customer service is doing a super job.

I'm really starting to believe some people want to see Shopsmith fail for what ever reason and they keep finding fault. I don't know if they think if SS fails they can buy it, or that they can run a parts business if SS fails, or if they think their SS will increase in value but it seems they take every chance they can to take a pot shot at the company. WHY?????????

I know every order I have ever placed with SS was handled by super people, some things were backordered but I was promptly made aware of the reason and expected delivery date and given the choice whether I wanted to wait or not. Yes sometimes the phones are busy, but in nearly every case it was expected, near noon or toward the end of the day. However I have found if I try in mid morning, mid afternoon they promptly take my call. I don't do much mail order business but again I have never had a problem with SS. I have with other companies, which makes me wonder why is so many are faulting SS???

Ed, ole man, you have to cool it or it'll kill you. You get far too excited trying to defend something that doesn't need defending. Very few people criticize Shopsmith Customer Service and those who do simply have not dealt with them enough to really understand.

You just gotta be patient with these newbies til they have some real experience upon which to base their comments.

Go breathe some sawdust. That'll make you feel better.

a1gutterman · Post by **a1gutterman** » Thu Feb 05, 2009 11:15 am

dusty wrote:...Go breathe some sawdust. That'll make you feel better.

Just do knot inhale!!!

beeg · Post by **beeg** » Thu Feb 05, 2009 11:45 am

paul heller wrote:Where are you guys going to track your orders? The only place I see is a link from the bottom of the main shopsmith.com website page that says "check order status" and the next think I am asked for is an order number and a telephone number.

You guys seem to have found a place that lists all open orders??

Paul

Paul

Do you have a Shopsmith personalized home page? It's on the right side of the page, a couple inches below the HANDS ONLINE box. When I go to mine, there's a link to check on orders, upper left just below the banner ad.