Customer Service Rant

[stevespix]

I ordered a screw for my fence lock-down and was told on the phone that it would be out for immediate delivery and would be shipped last Monday, now I call and find out the part is on backorder. How can anyone expect to run a successful business with customer service like this? I was specific when I made the order that the part was in stock and would be shipped immediately. When customer service was questioned about this they couldn't come up with an answer about anything. This seems to be an old story that seems to reoccur quite often. Customer service should be number one priority but it doesn't seem that the right hand knows what the left is doing at this company. Long waits on the phone having to listen to the most disgusting music and then simple questions go unanswered. Maybe it's time that management took a long look at how they do business and fix the problems. Where is the forethought and management when it comes to parts or is that just an after thought? Other companies that I deal with don't seem to have these problems filling simple orders, they don't make excuses but they fulfill their obligations. I was considering purchasing the power pro upgrade but now I'm having serious doubts as to whether or not to do this. I have been on this forum for many years and have known about these screw-ups from others. I'm an Old School guy when someone tells me they are doing filling my order I expect that to be done and not lied to or make excuses for! SHOPSMITH IT'S TIME TO GET YOUR (STUFF) TOGETHER.

[ERLover]

Not much you can do, with this product the only store in town. Sears/Crapsman is just as bad. Oh and we all know how well Sears is doing.

[dusty]

Which fence are you having problems with? What screw do you need? Is there something unique about that screw?

[stevespix]

Dusty it's the screw that goes to the lock down on my fence it's a $10 odd looking screw that adjusts the fence.

[ERLover]

Good point/question Dusty, maybe a local HW store item.
Not to hijack, just got my sale email on the belt sander from the mother ship, and a light came on, 400$+ for a belt sander with no motor or stand? I know the stuff is quality and low demand/runs, so manufacturing cost is a bit higher, and to keep such a specific type company solvent, mark up has to be higher, but am I out of line to question that pricing? Most likely answered most of my own questions.

[ERLover]

Steve, gotta pic? I guess you dont since you dont have the screw, Da. Maybe one of where it goes?

[dusty]

Which rip fence 500/505/510/520. I'll look through rescued parts.

If it's a 520, safe the effort. I use my 520 fences and I have no extra parts.

If it's a 500, safe the effort. I've never had a 500 fence.

[tomsalwasser]

just got my sale email on the belt sander from the mother ship, and a light came on, 400$+ for a belt sander with no motor or stand? I know the stuff is quality and low demand/runs, so manufacturing cost is a bit higher, and to keep such a specific type company solvent, mark up has to be higher, but am I out of line to question that pricing? Most likely answered most of my own questions.

Michael, is there a free shipping offer with that?

[Bruce]

I feel your pain, Steve. I ordered my PowerPro in August, knowing that it was unavailable at the time. However, I also ordered a few other items on the same order. They could have shipped those items at the time, but chose to wait to ship when the PowerPro was available in November. By that time, one of the items was unavailable. I still have not received it.

[ERLover]

Which rip fence 500/505/510/520. I'll look through rescued parts.

If it's a 520, safe the effort. I use my 520 fences and I have no extra parts.

If it's a 500, safe the effort. I've never had a 500 fence.

Oh Dusty, I am saving you from yourself, B4 the Virginian spell checker does, I think you wanted save not safe, but correct me if I am wrong.