Customer Service is TERRIBLE

[docvox]

Shopsmith says they monitor calls to improve their customer service. It's not working!!!
I purchased parts to repair the jointer fence on my Mark V Model 500 on 7 October. The parts they shipped arrived on 10 October and were not compatible with my older version. I immediately called and was forced to leave a voice mail. The call WAS NOT RETURNED. I have since made at least 6 calls, NONE of which were returned and sent emails, also not responded to. I need to know if the compatible parts are still available or if I need to purchase stil more parts to modify my jointer to accept a later model fence.
The only time I have ever had a response from Shopsmith was earlier when I was trying to replace bearings for my 2 bearing quill and I had to pay them $20 to tell me what parts I needed to order.
Parts, when ordered are atrociously priced. $4.95 for a simple washer is ridiculous!
I purchased this machine to restore and use, but have decided now, when it is done I will probably dump it rather than face ever dealing with Shopsmith again

[beeg]

What parts are you talking about?

[godavid2]

I too have had several problems with SS customers service although I have had success with their email if I wait a day or so. But today I got two calls from SS and no one was on the line. I called back twice because I do have an order with them. The first time the call was disconnected and the second time I did get a voicemail. Apparently SS has some serious problems with their customer service. I placed an order on Oct 11th which was to correct an earlier incorrect order. When I placed the new order on Oct 11 I had difficulties connecting to the SS customer service. I know that in the past year SS lost some people through attrition and have had difficulty finding replacements. You would think that SS would have that straighten out by now. I could be wrong but I think SS has only one CS rep now.

[wa2crk]

docvox
Don't go to SS for things like bearings or screws. Only for proprietary parts should you go to SS. Ace , Lowes and Home Depot all have well stocked hardware sections including SAE and Metric. Also consider McMaster-Carr on the internet for hard to find hardware parts.
Bill V

[dusty]

The path to successful customer service is a two way street. The buyer must first clearly state what is being requested and only then does the seller have a chance of delivering what was "requested".

As for making live contact. That is a matter of timing. I find that I have the best success when I try to "make contact" early in their work day. Avoid their lunch times and by all means do not call as they approach quitting time. Don't neglect the time zone differences. If you are on the west coast and try to call mid afternoon - guess what. They are on the way home or maybe even there already.

[godavid2]

Looks like SS forum has been hacked.

[mountainbreeze]

...I had to pay them $20 to tell me what parts I needed to order.

Yikes!

[docvox]

The quadrant for my Shopsmith Magna jointer fence and the stud, spring and cap for my (kidney-shaped) cutter guard

[docvox]

Amazingly I received a response this afternoon from
Jim McCann

Engineering/Quality/Maintenance/Customer Repair

He wants pictures, which I will furnish and we'll see if I have any luck now.

[rjent]

Amazingly I received a response this afternoon from
Jim McCann

Engineering/Quality/Maintenance/Customer Repair

He wants pictures, which I will furnish and we'll see if I have any luck now.

Jim is a prince of a man. Has been with the company for decades. Unfortunately for us, most of the quality, knowledgeable people who supported Jim in past years are gone (mostly retired).
Jim will get you squared away.

I thought only the PP support was fee based ....

Dusty, I gotta call BS on your opinion, just my opinion too, but there it is. I was in business for myself for far too long to recognizing an implosion taking place. Hope they fix it soon.