Customer Service

[jsburger]

I may be wrong thinking this, but it seems to me that most of us order something whan we need it.

Sorry, but I reorder when I use up the last item I have, so have a spare on hand. Like the belts I ordered on 04/05/15, shipped 04/06/15,received 04/08/15.

I agree, that is what I do. Sometimes, depending on usage, I order before the last one is used. Shipping is not an issue as I seldom order multiple different items from the same place so combining shipping is not an issue.

[ExtraMile]

Still no parts and it is 6:34 pm on Monday 4/20/2015. I guess I will have to call "customer diservice" tomorrow!

This is silly!!! You don't need to call it SS diservice. SS has one of the best customer service departments of ANY company.

1. Did you get an email confirmation of your order?

2. Did you get an email confirmation that the order has shipped with a tracking number?

3. If yes, have you checked with the shipper using the provided tracking number as to the status of the shipment?

4. If you did not get an email from SS saying your order has shipped then log on to the SS site and check the status of your order. The link to do this will be in number one above.

I received none of this, no emails, no order numbers, no trace of anything, I just checked! That is why, I need to call SS tomorrow.

This was the very first time I ordered anything from SS. Since, I just purchased a Mark V, two months ago.

And I just discovered that the Mark V was missing the parts, the day before ordering from SS. So for me, I ordered ASAP, the next business day.

That day was April 14, 2015.

It not the actual wait time, that frustrates me, it is the fact that I never received any tracking info.
For me and my having things to do, well let me tell ya, I am as "busy as a one armed wallpaper hanger" It just occurred to me, that I hadn't received any sort of notice of packages being shipped or any sort of tracking info.

[beeg]

Your method of ordering was?

[dusty]

Make sure that you are signed up to receive email from Shopsmith AND that your spam filters are not blocking that email if it is sent.

To be certain your spam filters don't keep you from receiving money-saving offers from Shopsmith add the e-mail address shopsmith@shopsmith.com to your e-mail address book or personal white list.

[ExtraMile]

The parts have arrived.

Breakdown of purchase/shipment.
Ordered on April 14 at noon
Was shipped with FedEx on April 17, Vandalia, OH
Went to Grove City, OH
Arrived at Clinton, PA USPS on April 20
Arrived at Pittsburgh, PA USPS on April 21
Delivered to my mailbox today April 22.

Eight(8) days to travel 273 miles.
Food for thought. Next purchase, figure out what I need and take a day trip to Dayton, OH.

[ExtraMile]

UPDATE
I just opened the package.
I ordered:
505715 Lathe Drive Center
505602 Tailstock Live Center &
505633 Precision Drill Chuck and Key

Instead of the drill chuck, I get a 72 inch
Band Saw Blade, part #555633.

So once again, I will call customer service, in the am.
Will I have to wait another eight(8) days? Who, knows?
But I must say, I am not a happy camper!

[jsburger]

The parts have arrived.

Breakdown of purchase/shipment.
Ordered on April 14 at noon
Was shipped with FedEx on April 17, Vandalia, OH
Went to Grove City, OH
Arrived at Clinton, PA USPS on April 20
Arrived at Pittsburgh, PA USPS on April 21
Delivered to my mailbox today April 22.

Eight(8) days to travel 273 miles.
Food for thought. Next purchase, figure out what I need and take a day trip to Dayton, OH.

I am not sure why it is food for thought. It is the reality of the way it works.

Apparently you don't order much that needs to be shipped. What you have described is pretty typical. First it didn't take 8 days to go 273 miles since SS didn't ship it until the 17th. It only took 5 days. Also since FedEx delivered it to your post office that added a day. Actually 2 days in your case, not sure why FedEx did not deliver it to your servicing Post Office. They do that here so it only takes one extra day not two. FedEx calls it Smart Post when they do it that way.

I live out in the country on a dead end road. I see a FedEx truck delivering something at least twice a week. Even though I live in the country the Post Office for the ZIP code is only two miles down the road. It still adds a day for me too.

[jsburger]

UPDATE
I just opened the package.
I ordered:
505715 Lathe Drive Center
505602 Tailstock Live Center &
505633 Precision Drill Chuck and Key

Instead of the drill chuck, I get a 72 inch
Band Saw Blade, part #555633.

So once again, I will call customer service, in the am.
Will I have to wait another eight(8) days? Who, knows?
But I must say, I am not a happy camper!

Oh my I think you are doomed. Maybe you need an exorcist.

Just kidding. Look at it this way, SS will probably let you keep the band saw blade and send you the chuck for free. Nobody is perfect, the two part numbers are only one digit different. Yes you may have to wait another 8 days but, since SS made the mistake they will probably ship it differently. Smile spring is in the air.

[dusty]

They shipped the wrong part but they may not have billed for the wrong part. Yes, they will probably not ask for the band saw blade to be returned. Thus he gets the chuck he paid for and a free band saw blade ($17). Not a bad deal. That's about a $ a day.

[davemcghee]

Ordered a bunch of stuff on 4/18 shipped 4/21 and got it today. there were a couple items on back-order.

A Speed Chart label, a 5/8 saw arbor for a 500, and 2 extension wands which are part of the Dust Collector accessories kit. They will be shipped later.

The last order I had with Shopsmith last month was held up due to back-ordered lathe sharpening jig. I called after a week and asked if they could ship what was not back ordered and got it 2 days later. The sharpening jig was in stock on April 10 and I received it 3 days later.

Customer service was very helpful.I do wish they would mark the items a bit better that they are out of stock and on back order and what date they will be available before you purchase them. That label that says it made be made when ordered is a bit bland on a timeline.

I know operating lean is a way to survive but items that probably should not be on back-order are. I think Shopsmith could probably find a cheaper way to ship, possibly using multiple carriers. Since used stuff on eBay is selling shipped at new prices minus shipping costs, it's only about $10 that separates buying new or used on just about every item.

I do miss taking the trip to Dayton with my Dad to check out the shop. Wish they would open up a retail shop again. We always got what we needed and were able to talk to some of the folks there that knew the machines very well.

All in all I bought a Shopsmith because my Dad has one, its a great product, lasts forever, you can still buy parts and upgrade them and It's made in America. I'd rather purchase from them and pay a bit more than to buy any more junk from china.