A Facebook Response from Shopsmith

WileyCoyote

For those of you with orders that are outstanding, I saw this response from Krista at Shopsmith to someone's son who had ordered a speed reducer and the father posted that it was taking a long time (3 months) to come in. I was impressed that she responded within 15 minutes of his post.

" I do apologize that someone in customer service told him it was in. The speed reducer is a 40+ year old part and we are missing 3 main components for it that our supplier no longer makes, therefore we are trying to find a tool maker who can make the tooling for us to get the parts casted. A lot of parts to these machines are 50 + years old and manufacturers stop making Parts a lot when they are that old, it takes a lot of time to find some one who can make them if we even can. We are working on it though and we do send out emails on backorder parts. If you would like to private message me your email or his we can make sure he is on the list."

davebodner

I like that response.

No, it doesn't solve the problem, but I think we can all appreciate the difficulties.

mountainbreeze

IMHO, Shopsmith should make it clear that there is an unknown ship date that may be many months from date of order. That would set the buyers expectations and minimize future disappointment.

beeg

So WHY didn't SS get the tooling back?

JPG

beeg wroteSo WHY didn't SS get the tooling back?

Perhaps they were not SS unique parts.(ss did not own the tooling)

Hobbyman2

tossing out my .02 ,

Just wondering how many of those parts one would need to buy to make them affordable to both parties and how many SS would buy if they found some one to avoid this going forward , There are a few small machine shops in this area but like everything else they might be some negotiating to benefit both parties. maybe there are other old obsolete parts they could work a package deal on ?

JPG

Considering the 'recent' trend of NOT providing out of production parts, I doubt that would interest RLF.

However speed reducer parts should be 'in production' today.

RFGuy

JPG wroteConsidering the 'recent' trend of NOT providing out of production parts, I doubt that would interest RLF.

However speed reducer parts should be 'in production' today.

The speed reducer can be ordered from the website and apparently has been ordered based on this Facebook post. In reading some of the older posts on this forum, I got the general idea that at some point Shopsmith stopped producing the speed reducers and that the only way to get one was to find a used one, which seem to be fairly rare. Has anyone ordered a new speed reducer in the past few years, and/or know the status on Shopsmith's production of these? I mean I read the response that Shopsmith gave on this Facebook post, but just wondering if anyone has more information. I have thought about getting into woodturning more and so I am considering getting a speed reducer, but on the used market they seem to be a bit of a unicorn to find.

beeg

https://www.shopsmith.com/ownersite/catalog/speedreducer.htm

RFGuy

beeg wrotehttps://www.shopsmith.com/ownersite/catalog/speedreducer.htm

Yeah, I saw that the speed reducer is listed on the website. It doesn't seem like Shopsmith can manufacture it at present based on the Facebook post mentioned in this thread. Just wondering if anyone has purchased a new speed reducer from Shopsmith in the past 1-2 years. It seems odd that they have it on the website and took an order but can't produce it. If anyone knows of a working used speed reducer that is for sale please let me know.

jle

Doesn't surprise me. I just ordered a set of the jointer knives that they put on special, and 12 days later I got an email saying that they are on back order for over 3 months. Also, if I want any of the other items I ordered to ship before the backordered item comes in, I have to call them and let them know to send them now.

RFGuy

So this popped up in a Google search that I did this week for something Shopsmith related. It was too compelling not to click the link. If you read some of the comments, they are quite eye opening. Recently (last year or so), there are quite a few complaints logged, or at least more than I would have expected. Possibly the Facebook group (customer service one) was opened to help address issues and keep them from going to the BBB.

https://www.bbb.org/us/oh/dayton/profile/woodworking-equipment/shopsmith-inc-0322-5867/complaints

dusty

I want what I want and I want it now.

That is what most of these comments say to me.

RFGuy

dusty wrote
I want what I want and I want it now.

That is what most of these comments say to me.

??? Missing parts from an order, warranty service issues and purchase agreements that aren't honored until a BBB complaint is opened? Seems like more than just an entitled customer to me. For any business to have a dozen or more BBB complaints in one year is not good. It looks like Shopsmith is trying to fix it though, which is good.

P.S. Interesting post this morning from Shopsmith on FB. They are no longer offering repairs on products that are out of warranty.

JPG

RFGuy wrote
dusty wroteI want what I want and I want it now.

That is what most of these comments say to me.
??? Missing parts from an order, warranty service issues and purchase agreements that aren't honored until a BBB complaint is opened? Seems like more than just an entitled customer to me. For any business to have a dozen or more BBB complaints in one year is not good. It looks like Shopsmith is trying to fix it though, which is good.

P.S. Interesting post this morning from Shopsmith on FB. They are no longer offering repairs on products that are out of warranty.

warranty.jpg

+10

dusty

RFGuy wrote
dusty wroteI want what I want and I want it now.

That is what most of these comments say to me.
??? Missing parts from an order, warranty service issues and purchase agreements that aren't honored until a BBB complaint is opened? Seems like more than just an entitled customer to me. For any business to have a dozen or more BBB complaints in one year is not good. It looks like Shopsmith is trying to fix it though, which is good.

P.S. Interesting post this morning from Shopsmith on FB. They are no longer offering repairs on products that are out of warranty.

warranty.jpg

And you take all of these comments at face value and then further circulate them.

RFGuy

dusty wrote
RFGuy wrote
dusty wroteI want what I want and I want it now.

That is what most of these comments say to me.
??? Missing parts from an order, warranty service issues and purchase agreements that aren't honored until a BBB complaint is opened? Seems like more than just an entitled customer to me. For any business to have a dozen or more BBB complaints in one year is not good. It looks like Shopsmith is trying to fix it though, which is good.

P.S. Interesting post this morning from Shopsmith on FB. They are no longer offering repairs on products that are out of warranty.

warranty.jpg
And you take all of these comments at face value and then further circulate them.

Dusty,

I don't know what I have said here to cause you offense. I was looking something else up online and this link to the BBB just came up. I thought it was noteworthy so I shared it here. I did not say that I took all of the posts at face value, but your willingness to discount them as impatient customers doesn't seem right either. In reading through this forum and some of the FB group recently, there seems to be general consensus that Shopsmith has struggled a bit with customer service and order fulmillment the past year or two. Something those of us waiting on actual orders can attest to. There also seems to be supporters who indicate Shopsmith is making improvements and has had to deal with employee losses, etc. I do give Shopsmith credit for setting up a customer service page on FB and I honestly do believe they are trying to make improvements. Maybe I am naïve, but BBB complaints tend to have a bit more weight for me, than just whether someone goes online (Yelp, FB, this forum, etc.) and complains. The good that I see is that Shopsmith is resolving the BBB complaints, but it shouldn't have to come to that.

wa2crk

But on the other hand: I recently ordered the plastic lathe face shield that was on sale and I received it in about 7 days. So am I special? Not! I thought service was real good.

Bill V

RFGuy

wa2crk wroteBut on the other hand: I recently ordered the plastic lathe face shield that was on sale and I received it in about 7 days. So am I special? Not! I thought service was real good.

Bill V

Bill,

Thanks. I have tried to be fair and balanced with what I say, but maybe that is not always coming across. I too ordered the lathe face shield and other items that have come quickly this year. Some items though are taking a long, long time for me to get. It is painful to get updates on these orders so I can empathize with those that have had it worse than me and have needed to open a BBB claim. From what I understand (based on what others have posted), customer service was much worse last year, but Shopsmith has been trying to turn this around recently, I believe. So my main message is it seems to be a mixed experience out there for anyone who is ordering from Shopsmith recently. Some have had fast order fulmillment and no issues, but others have had some rather difficult problems to deal with. Hoping the trend is toward improvement. Thanks for posting that your experience was a good one. I welcome anyone that has had good luck with Shopsmith orders in the last 6-12 months to post as well to let us know. Again, I only shared this to let others know what is happening. I was shocked when I saw the BBB page, but I want them to turn this around.

wa2crk

RF Guy

I just wanted to put in a good word. I read some of the BBB posts and one guy was complaining that he did not receive his order for a 1/4-20 screw. Crying out loud, can't he find a hardware store???

Bill V