Shopsmith Forums

I think all or most of us have spoke to all of the people working in Customer Service. I remember one gentleman, Stan, who worked there in 2007/2008. Stan was the man! Back when I made my 'pilgrimage' to Shopsmith in 2008, I met two of the ladies. I terrible with names and faces, but I have had nothing but outstanding service from all the above.

I understand your frustration, but I do not believe the people at Shopsmith have time to read our comments on the forum. I've read a number of negative comments which I don't think do much other than to vent frustration.

The only people I know in Technical Support are Jim & Wes. They are two super people who are totally committed to customer service and quality control.

I have talked to Dave many times and he has always been very helpful and professional with me. I guess my day might be coming but so far I'm happy with everyone at SS.

fredsheldon wrote:I have talked to Dave many times and he has always been very helpful and professional with me. I guess my day might be coming but so far I'm happy with everyone at SS.

Dave is ok as long as your requests are simple and do not require him to get out of his bubble which is quite small.

Anything requiring more than a part number and a click or two will turn him into the alter ego!

He has a limited knowledge of older models. His resources are about the same as the online info. If it ain't there, he falters.

Neither are entirely his 'fault', but when he gets out of that comfort zone . . .

Oh and he has a low tolerance of hemming and hawing.

Other than that - at least he speaks english('american' dialect) with no unfamilar 'accent'.

I called with a request for a tracking number for a nova chuck that I ordered and was billed for several weeks ago. The website says it was shipped. The guy (Dave?) says it was dropped shipped from another company in Florida and he's sure it shipped. I asked for the tracking number again and he said he didn't have access to it. I asked for the company that shipped it and he didn't have that information either. That's extremely poor customer service, and doesn't build my faith dealing with SS.

Speaking with Dave always seems to be problematic. Whenever he answers my calls I politely tell him I forgot part of my order and need to find it online before ordering - then hang up and call again in a few minutes.

When either Jan or Linda answer the phone there will NOT be a problem such as you experienced. They are absolutely the best Customer Service people you will ever speak with!

Try that approach next time. I think you will be pleasantly surprised.

fixit wrote:Speaking with Dave always seems to be problematic. Whenever he answers my calls I politely tell him I forgot part of my order and need to find it online before ordering - then hang up and call again in a few minutes.

When either Jan or Linda answer the phone there will NOT be a problem such as you experienced. They are absolutely the best Customer Service people you will ever speak with!

Try that approach next time. I think you will be pleasantly surprised.

Perhaps it's time SS considered reassigning or dumping "Dave" - I haven't had the pleasure of dealing with him but bad/rude/lame customer service is never a good plan for a Company, especially one struggling to stay afloat. It makes me think of the "shop local" notion - I'm all for this and fully understand the merits to the local economy to help keep Mom and Pop outfits etc. alive, which is touch in the era of Home Depot and Amazon.com. I'm always willing to pay more (within reason) to support the local business, especially when it come with real customer service. There's no comparison between the local hardware store service I receive and the "assistance" I get at Home Depot. I, however, can't stand it when I go into a business and get rude or lame customer service. I'll pay more for good, local, knowledgable service, but when a business gets rude, short, lazy etc. with me, I'll move right on to an online retailer that will save me a bundle. I haven't dealt with Dave and have nothing but good feelings personally toward SS, but how many folks call and have to deal with such a temperament and decide screw it, I don't want to deal with SS anymore...I'd hate to see that happen. Just reading this thread makes me hesitant to even call their customer service # - I've done all my past business with SS online and never needed to call them and at this point would rather not for fear of having to play Russian Roulette on whether Dave will answer.

Thought I'd tell that Friday, when I called Shopsmith I got Dave. Wanted to tell you folks that his meaner was definitely improved over previous conversations. In this last call, he politely too my order, answered my questions, asked a couple of questions himself, made sure of my address (I have 10 separate user IDs), gave me an order number, told me the parts were in stock, and wished me a good day before we parted.


No we didn't share info about the weather.

charlese wrote:Thought I'd tell that Friday, when I called Shopsmith I got Dave. Wanted to tell you folks that his meaner was definitely improved over previous conversations. In this last call, he politely too my order, answered my questions, asked a couple of questions himself, made sure of my address (I have 10 separate user IDs), gave me an order number, told me the parts were in stock, and wished me a good day before we parted.


No we didn't share info about the weather.

How about his 'demeanor'?:D

bryanl wrote:I called with a request for a tracking number for a nova chuck that I ordered and was billed for several weeks ago. The website says it was shipped. The guy (Dave?) says it was dropped shipped from another company in Florida and he's sure it shipped. I asked for the tracking number again and he said he didn't have access to it. I asked for the company that shipped it and he didn't have that information either. That's extremely poor customer service, and doesn't build my faith dealing with SS.

Try calling Teknatool Customer service in Clearwater, Florida- just done the road from my condo… They are anxious to speak to users.

From the http://www.Teknatool.com Site:
Got a question on a particular product?
Please click here to the particular product's page, and you might find answer to your question on the FAQ section. If you need an answer to a question that you can't find on the site, please CLICK HERE to our online Help Desk and submit a your enquiry or within the USA you can phone us 727-954-3433, 727-471-8674 or 727-471-8434. For all phone enquiries outside of the USA call us on +649-477-5600.

JPG40504 wrote:How about his 'demeanor'?:D

Fairly flat, matter of fact like, -- but I caught the hint of a grin (happiness) once and a while. Most notable was as he announced there were ten of the parts I wanted in stock.

Sounded that he really wanted to help.

P.S. I don't usually call people with the purpose of observing their phone mannerisms. I think it helps to come off as gregarious to him. Don't present him an opening to become curt. Honey attracts more bees:) !