Squashed Sanding Drum Beef

[RFGuy]

After sending photos to Shopsmith, I got an official response from Shopsmith today:

“I apologize we only replace products that have defects that make them unusable. Based on our engineer's inspection the sanding sleeves are still useable and technically not damaged. I apologize for the inconvenience.”

So, I guess that settles that at least as far as they are concerned.

I am sorry this was Shopsmith's response, but I am not surprised. Not to belabor this topic (after my post on the customer service thread https://www.shopsmith.com/ss_forum/comm ... 22987.html), but I think customer service wouldn't have to deal with so many of these kinds of issues if they would put more care into how they ship product. I have received more than one shipment from Shopsmith where they throw multiple, heavy, metal items together all in one box with a single sheet of packing paper placed on top. If the box arrives intact, i.e. with nothing shooting out one end of the box, the products arrive with multiple surface scratches and sometimes dents. Okay, you may dismiss this as superficial cosmetic damage, but I have also had them package more fragile items in the same box with these heavy items (so they can bang into each other - risking breakage). Shopsmith parts and accessories can be expensive, so it is disappointing when product arrives slightly to moderately damaged due to poor packing for shipment.

For your specific case, I would have expected they pack drum sanding rolls in a cardboard box and NOT in a soft pack envelope as they seem to have done.

[algale]

After sending photos to Shopsmith, I got an official response from Shopsmith today:

“I apologize we only replace products that have defects that make them unusable. Based on our engineer's inspection the sanding sleeves are still useable and technically not damaged. I apologize for the inconvenience.”

So, I guess that settles that at least as far as they are concerned.

I am sorry this was Shopsmith's response, but I am not surprised. Not to belabor this topic, but I think customer service wouldn't have to deal with so many of these kinds of issues if they would put more care into how they ship product. I have received more than one shipment from Shopsmith where they throw multiple, heavy, metal items together all in one box with a single sheet of packing paper placed on top. If the box arrives intact, i.e. with nothing shooting out one end of the box, the products arrive with multiple surface scratches and sometimes dents. Okay, you may dismiss this as superficial cosmetic damage, but I have also had them package more fragile items in the same box with these heavy items (so they can bang into each other - risking breakage). Shopsmith parts and accessories can be expensive, so it is disappointing when product arrives slightly to moderately damaged due to poor packing for shipment.

For your specific case, I would have expected they pack drum sanding rolls in a cardboard box and NOT in a soft pack envelope as they seem to have done.

It's indicative of a we don't care attitude that didn't exist at Shopsmith a few years ago.

[JPG]

Do let us know just how 'usable' they are.

[algale]

After sending photos to Shopsmith, I got an official response from Shopsmith today:

“I apologize we only replace products that have defects that make them unusable. Based on our engineer's inspection the sanding sleeves are still useable and technically not damaged. I apologize for the inconvenience.”

So, I guess that settles that at least as far as they are concerned.

Well, maybe that isn't quite that.

From Shopsmith's FAQ:

Returning Merchandise
Should you have any dissatisfaction with an item you receive, the item will be willingly replaced or your money refunded. Simply return the item within 30 days of receiving it, in its original condition and in the original packing. All sales are final after 30 days from receipt.

As far as I can tell, I still have a right to return these. And I believe I will. I think losing sales might encourage Shopsmith to take better care in the future.

[RFGuy]

Well, maybe that isn't quite that.

From Shopsmith's FAQ:

Returning Merchandise
Should you have any dissatisfaction with an item you receive, the item will be willingly replaced or your money refunded. Simply return the item within 30 days of receiving it, in its original condition and in the original packing. All sales are final after 30 days from receipt.

As far as I can tell, I still have a right to return these. And I believe I will. I think losing sales might encourage Shopsmith to take better care in the future.

I am with you on returning them. Sanding is the next to last stage of a project (so a mistake late in the game can be costly). Depending on the lumber selected, the cost of a bad edge on a sanding drum could be very costly in materials, not to mention time and aggravation. What about shipping cost though? Are you out shipping in one or both directions for the return? Best of luck on returning them.

[algale]

Well, maybe that isn't quite that.

From Shopsmith's FAQ:

Returning Merchandise
Should you have any dissatisfaction with an item you receive, the item will be willingly replaced or your money refunded. Simply return the item within 30 days of receiving it, in its original condition and in the original packing. All sales are final after 30 days from receipt.

As far as I can tell, I still have a right to return these. And I believe I will. I think losing sales might encourage Shopsmith to take better care in the future.

I am with you on returning them. Sanding is the next to last stage of a project (so a mistake late in the game can be costly). Depending on the lumber selected, the cost of a bad edge on a sanding drum could be very costly in materials, not to mention time and aggravation. What about shipping cost though? Are you out shipping in one or both directions for the return? Best of luck on returning them.

I will certainly lose money on the shipping, but so be it. It isn't going to break the bank. Meanwhile, Shopsmith will lose a sale. And a loyal customer. I have a couple back ordered items (including a band saw blade and oscillating spindle sander) I will also cancel. From now on, I will be looking elsewhere for items that I can obtain elsewhere.

[rjent]

After sending photos to Shopsmith, I got an official response from Shopsmith today:

“I apologize we only replace products that have defects that make them unusable. Based on our engineer's inspection the sanding sleeves are still useable and technically not damaged. I apologize for the inconvenience.”

So, I guess that settles that at least as far as they are concerned.

This is the "attitude" that is really getting me. I got the same "take it or go somewhere else" attitude and response when I tried to get them to help with the keypad on my powerpro. Buttons that don't work after only 5 years are hardly "normal" but their "absoluteness" just burned me. I am having a hard time supporting them. There is a new guard at SS, and it sucks.....

[dusty]

After sending photos to Shopsmith, I got an official response from Shopsmith today:

“I apologize we only replace products that have defects that make them unusable. Based on our engineer's inspection the sanding sleeves are still useable and technically not damaged. I apologize for the inconvenience.”

So, I guess that settles that at least as far as they are concerned.

Closure occurs when you declare them "usable". Until then (when I hear that you have used them and they work), I am disappointed with the Shopsmith reply. I do not believe that they were able to make a valid assessment simply by looking at the picture that was posted here.

I would have hoped that they at least asked for some evidence (a photo maybe) that the sanding drums were ineffective.

[garys]

I'd have to agree with Shopsmith. Put one on and start sanding.

[algale]

On Sunday I sent an email to customer service expressing disappointment that Shopsmith would think that these partially squashed sleeves are fit for sale, requesting a Return Merchandise Authorization, and wishing them luck re-selling them.

I am happy to report that I just got an email from Shopsmith doing a complete about face. Brooke in Customer Service apparently took it upon herself to bypass the engineer’s judgment that these sleeves were ok and to discuss it with “the owner” who agreed to ship out a new set of sleeves. Hooray for Brooke and for Shopsmith’s owner upholding the company’s reputation and taking some pride in doing things right! Faith restored!