Shopsmith Customer Service experience

[wdelliott]

I have read everyone's comments to my SS customer service. Thanks. I've calmed down now and will try again tomorrow. I want to support SS.

[dusty]

I have read everyone's comments to my SS customer service. Thanks. I've calmed down now and will try again tomorrow. I want to support SS.

Whatever happens, remain thankful that they are still there. I large number of companies no longer are. These difficult times are certainly taking a toll.

[holsgo]

I've spent a long time lurking on this forum. The last couple comments on how to promote Shopsmith may very well be up to the users. I can't recommend the machine enough. Maybe it's a matter of packing your gear and driving it to your local gym to do a demo or posting a free tutorial on Craigs list to help get the word out. I'm not sure of the right answer but in the end, it seems it's up to us owners to take the marketing job ourselves if we feel strong enough about it. All it takes is one real world demo and most people (from my demos to friends) get hooked pretty easily. Heck, donate a rehabbed one to a local shop class. (not that I'm donating mine any time soon).

[tom_k/mo]

I'll add my $0.02 here. Have I been placed on hold for periods of time when calling Customer Service? Yes. Have I been dealt with in a friendly and helpful manor when it is my turn, YES... I know that when I'm on hold the people at ShopSmith are not setting back drinking a cup of Java, they're busy helping another caller, and hopefully giving them as good of service as I hope they will give to me. During today's business climate, lets just be thankful that there is still SOMEONE on the other end of that line paying the monthly phone bill and salary for that person to answer that phone.

[damagi]

I think that SS has really missed the boat in the changing marketplace. It has a superior product in many ways, but its prices and selling practices really haven't changed to adjust to the new world.

The benefits of the shopsmith are pretty clear. However, there are a few choices that were made a long time ago that make it difficult to exist in todays market.

As a new SS owner I saw lots of negative press while doing my research. The changeover thing is what it is, and its a choice of space vs. changeover. I value my space more, so that was an easy choice. However, one thing that still frustrates me today is that if I go into a rockler, woodcraft, home depot or harbor freight I always have to think about "is this going to work on the shopsmith". In fact, if you look at many sites that sell stuff for table saws or whatever you will find that the only mention of shopsmith is "not compatible with shopsmith"...not a good introduction. First and foremost is the choice to use proprietary sizes for their products (ie: 1 1/4" saw blades rather than just standardizing on the 5/8" like the rest of the world). Yes, you can get the correct arbor as an "add on", but ultimately it would be beneficial to make it work out of the box with what you can get at HD, woodcraft, etc. Beyond that is the non-standard slot on the main table, as well as the slightly odd size for the floating table tubes.

Ultimately, the biggest thing that shopsmith has going for it is versitility...but that is something that is quickly negated everytime you have to think about "will this work". Embrace the resurgent "maker" market. Open standards make communities flurish, and if SS were to embrace them a bit more then I think you could see a real turnaround. Forget the cheesy state fair style pitch, and go after the reality of what makes it a good system. Make the documentation available for free instead of charging for them. Make the easily user-replaceable parts (screws, nuts, belts, etc) well known so that you don't have guess. Lets face it, if you reduce the reliance on SS as a sole supplier it might actually increase confidence since you aren't left with a completely useless tool if they were to disappear.

[lv2wdwrk]

For those complaining about being on hold for customer service, perhaps you would prefer that Shopsmith send their customer service to some other country(like India). I am sure they could hire more people for the salaries they are paying their current staff. Then you, at least I do, get some person that knows nothing about your product or service and can only read from a script.

I had an incident several years ago when I was using dial-up for internet. I was having trouble getting dialed in. The guy in "customer service", after several minutes of trying to explain the problem I was having, finally said I had a problem with my modem and would have to replace it. Later I was able to get someone in the USA and they said they had a problem with their network in our area.

Is that the kind of service we want from Shopsmith??????????

[holsgo]

I agree with Damagi and the last post. My experience with the product came from an old timer as he was finally prepared to give up his Shopsmith. I was doing just fine on my own until that point. Built tons of furniture. Then I started using it, got addicted to all it could do and the 1950's PTWFE book. Next thing you know I got rid of my drill press and bandsaw (Kept the tablesaw). As I showed friends the same comment was made, that the tool was still doing great after 56 years, you could fix it yourself and still get parts. In the end it wasn't until I was really exposed to it that I saw it's value. That being said, the customer service is great and the fact that you know their names is even more impressive. I think that doing the demos of the product (not the fair type) but really showing someone sells it. If it's worth it, people will pay for a great product. It's probably going to be the users who promote it properly and in the end keep it selling.
And customers will pay for customer service as well.