ShopSmith Order filling Shortcoming.. Again!

[JPG]

Dusty,

Well, I can only speak for my own situation. I have been waiting for a Mark V power switch since last December. All inquiries up until the last two, have resulted in "sorry the part is still on back-order" replies. In my last two inquiries, I requested that my inquiry be escalated to management. So far, I have had no replies to either of those inquiries. I also requested the engineering specs for the switches - no reply of any kind in over a week. Those inquiries went to a "Doug C" in customer service. I'm not sure if that is the same Doug you mentioned in your post.

I am working on another solution to the switch problem that may be of interest to other SS owners with switch problems. I have ordered a Solid State Relay (SSR) from Mouser. It is an AC to AC SSR (meaning it can be contolled by an AC input and control an AC output load). The SSR is rated at 40A and will switch from 50 to 240V AC. Mouser is estimating a 6-week lead time on the order so it should be here sometime in July. In the meantime, I have ordered a substitute switch from Bill Mayo that should work fine on the SS Mark V. The only difference is that it does not have the removable safety tab.

I am really disappointed in the lack of response from SS to my last few inquiries. Ignoring the problem won't solve it and only raises the concern levels for everyone concerned.

This NOT a problem SS can solve. They designed the SS headstock(C) around a uniquely designed safety switch. The manufacturer of the swicth has discontinued manufacturing it(If my recollection of this subject elsewhere is correct). I do NOT know WHAT SS will do! There is no current source for it!

Considering this you are wise to look for an alternative.

[billmayo]

This NOT a problem SS can solve. They designed the SS headstock(C) around a uniquely designed safety switch. The manufacturer of the swicth has discontinued manufacturing it(If my recollection of this subject elsewhere is correct). I do NOT know WHAT SS will do! There is no current source for it!

Considering this you are wise to look for an alternative.

I brought a batch of 20 Amp motor rated safety rocker switches that was being used in a large Harbor Freight's belt sander a few years ago that I used in the "C" headstocks. When I went to order more, that belt sander was no longer being supported. The Shopsmith rocker safety switch should not be unique and fits in a standard hole size (.830" X 1.450" with 1/4" flat terminals). I plan to take another trip to Harbor Freight and Wholesale Tools to see what switches their more powerful equipment currently uses.

[billmayo]

This NOT a problem SS can solve. They designed the SS headstock(C) around a uniquely designed safety switch. The manufacturer of the swicth has discontinued manufacturing it(If my recollection of this subject elsewhere is correct). I do NOT know WHAT SS will do! There is no current source for it!

Considering this you are wise to look for an alternative.

I brought a batch of 20 Amp motor rated safety rocker switches that was being used in a large Harbor Freight's belt sander a few years ago that I used in the "C" headstocks. When I went to order more, that belt sander was no longer being supported. The Shopsmith rocker safety switch should not be unique and fits in a standard hole size (.830" X 1.450" with 1/4" flat terminals). I plan to take another trip to Harbor Freight and Wholesale Tools to see what switches their more powerful equipment currently uses.

[eartigas]

I don't have the safety switch type in my SS so I am not sure if this one will fit the headstock, but looking at the photo seems similar:

http://www.acehardwareoutlet.com/(x55qq ... KU=3135878

http://www.acehardwareoutlet.com/(x55qqbe3xkgxzfuhu4ugiev4)/ProductDetails.aspx?SKU=3135878

Ed (NY)

[billmayo]

I don't have the safety switch type in my SS so I am not sure if this one will fit the headstock, but looking at the photo seems similar:

http://www.acehardwareoutlet.com/(x55qq ... KU=3135878

Ed (NY)

Thanks. I am ordering a few for myself and will post results.

[woodburner]

If Shopsmith does not have a supplier for the switches, how are they building any new headstocks for new Shopsmiths being ordered, and sending replacement switches to those who need them. What type of switches are they now using? Did they stop building new Shopsmiths?

I understand the same can be said for the drive belts. It takes forever for the company to get any to send to those in need of them. How is that working out when they need to build a new headstock?

They are still taking orders for new Shopsmiths. I wonder how long it takes for them to build and ship a new Shopsmith after it is ordered. I know they used to build-to-order, but are they still doing that?

I don't think it is wise for Shopsmith to remain silent on a subject that concerns us all if we can no longer rely on them to supply replacement parts in a timely manner. How many of these parts are no longer available? How many of you are willing to let your Shopsmith sit idle for months while waiting on a simple replacement part?

I now see why the services like Bill Mayo offers are so popular. I'm sure he can repair/rebuild a headstock for you, and have it back to you a lot faster, than Shopsmith themselves can nowadays. Thank you Bill for being there when we need you.

I myself have been thinking about buying a used headstock or two when they come up on ebay, etc. at a decent price, so I can just pull the part I need from them to keep my main Shopsmith running, and not have to wait sometimes months for the part to arrive from Shopsmith.

[mickyd]

If Shopsmith does not have a supplier for the switches, how are they building any new headstocks for new Shopsmiths being ordered, and sending replacement switches to those who need them. What type of switches are they now using? Did they stop building new Shopsmiths?

I understand the same can be said for the drive belts. It takes forever for the company to get any to send to those in need of them. How is that working out when they need to build a new headstock?

They are still taking orders for new Shopsmiths. I wonder how long it takes for them to build and ship a new Shopsmith after it is ordered. I know they used to build-to-order, but are they still doing that?

I don't think it is wise for Shopsmith to remain silent on a subject that concerns us all if we can no longer rely on them to supply replacement parts in a timely manner. How many of these parts are no longer available? How many of you are willing to let your Shopsmith sit idle for months while waiting on a simple replacement part?

I now see why the services like Bill Mayo offers are so popular. I'm sure he can repair/rebuild a headstock for you, and have it back to you a lot faster, than Shopsmith themselves can nowadays. Thank you Bill for being there when we need you.

I myself have been thinking about buying a used headstock or two when they come up on ebay, etc. at a decent price, so I can just pull the part I need from them to keep my main Shopsmith running, and not have to wait sometimes months for the part to arrive from Shopsmith.

Service parts always take a back seat to parts needed for manufacture. They reserve a kitty for projected new manufacture that is intended to hold them over until new products comes in. They would also have a safety factor for minimum inventory on hand in the event the orders don't come in from the suppliers. After all, they would sooner backorder a service part than have to not ship a brand new machine out. Only makes business sense, whether we like it or not.

You may be right on their current inability to provide 100% of the service parts in a timely fashion and as you mentioned, we may have to take measures into our own hands by creating our own inventory, again, whether we like it or not.

If ShopSmith can make it through these times, we'll all be much happier but in the short term, it is probably better to try alternate resources when the are in a jam. Naturally, they would prefer 100% in stock for all their service part orders.

[woodburner]

Hi mickyd,

What led me to write my post was some of the owners understanding that the the company that manufactures the safety switch, that has been used for several years in the making of the Shopsmith headstock, is no longer being made. This switch was one of the key components the most recent design of the Shopsmith headstock.

It seems those in need of a new switch can not get them from Shopsmith any longer, either because they are doing what you say and are hording them, or they no longer have any to send.

That said, it seems they are also not letting us know about this problem and how to go about getting new ones, instead just saying they are on back order and making owners in need wait and wait and wait. It is not their fault their supplier no longer makes them, but they don't help the problem with keeping silent in how we can go to another source to get one.

This is just the tip of the iceberg and that is why I wanted to write something. A lot of owners have been having a tough time getting certain replacement parts. I know some who have been waiting months while their SS sits in their shop unusable.

A while back SS switched drive belt manufactureres and found the new ones were falling apart on the machines. It took some digging to find out they switched to a new, cheaper supplier. I never found out if they corrected this particular problem or not. Since I haven't read any complaints lately about the drive belts (except it takes forever to get a replacement) I think they fixed it.

It seems the company is leaving us out in the cold when we need them the most. One of the best things about Shopsmith was the quality of the product and the customer service. That sold more units than anything else. They always helped very quickly to help you fix a problem if you had one. That seems not to be the case anymore. They are becoming more and more like the makers of the cheaper tools you find at Lowes and HD.

I don't live under a rock and know times are bad right now for a lot of us. I see that as a reason a company should have even more communication with your customers, and not the opposite. Seems that Shopsmith is communicating less and less with its customers, and that sure isn't going to help business. What I've read about their shipping problems isn't much of a help either. Now more than ever is the time they should be opening their doors to their customers, instead of shutting them out.

Bad times is bad times, but don't use it as an excuse for poor customer service and quality. That's management's fault if that happens.

[easterngray]

I think it's fair to point out that Shopsmith has a much smaller work force now than in the past. I am not making excuses for poor customer service, but hey, with fewer folks doing the work you are bound to see a drop in the quality of service. Can't be helped I suppose. Back when Shopsmith was making piles of money they could afford to greet every customer with a deep bow - as it is now, I'm grateful that they even answer the phone. Lets hope that things pick up for them and keep giving them our support. They simply are not the company they once were and we are going to have to learn to live with the consequences of that. I have a vintage 1/2" mortise chisel that is proudly stamped "Shopsmith - Made in USA". My new 1/4" mortise chisel that I just recieved from SS reads "Made in Taiwan". They have no other options. Alec

[woodburner]

I want them to stick around too. I have a lot invested in their tools. I just hate to see a company's quality and customer service suffer, especially when it is one of the best parts about the company.

I just feel that when times are bad, its more of a time to step up, not step down. At least for your customer's sake. They are counting on you.

Everyone is hurting right now. Using it as an excuse for less and less service just bothers me. This is a time when you can make yourself stand out from the crowd in a good way. Don't follow the majority using the economy as an excuse. Things won't get better until companies stop making excuses, pull their britches up and tighten their belts.