back after a long time, with a question

[trainguytom]

After moving from WI to FL and going from a basement shop to finally building a shop on the ground with windows, I'm dropping back in to see what's going on and to ask a question.

I see that Shopsmith has their website, but I can't tell if they really exist, because I've tried for 2 days to get in touch with no success.

Their customer care line says that "due to a high volume of calls, my wait will be longer than normal", but after about a 15 minute wait each day, I finally take their advice and leave a message, and they promise to return the call by the end of the day. But they haven't either day.

So my question is: are they really that busy, or is customer service that bad? Nuts, as I'm writing this I've got to wondering if it's possible that I left the messages without leaving my number, gees, I hope I didn't do that, can't imagine I'd do that 2 times in a row, though. It would suck to waste all that energy being mad at them, when it's my fault. Still the 10 to 15 minute wait on hold seems excessive in any case.
Any thoughts?

[rpd]

I saw a post the other day where they were looking to hire a Customer service rep, so they are probably just, even more short handed than usual. Probably best to try them first thing in the morning.

[chapmanruss]

If you know what you need you can order it directly on the website avoiding the wait for customer service. Shopsmith has had a large turnover in recent years so many of the employees with a long history at Shopsmith are now retired. This is also slowing down the process as the newer employees have to look up more of the information to answer questions. Employee turnover is inevitable for a company that has been around as long as this one has.

As always you can find help here too and if you add pictures with your questions it helps in answering the them.

[gac5ss]

I just had the same experience with the return call request. I left the message on Wednesday. I was trying to resolve an issue on a credit they promised on the next order placed. I guess it is easier for the CSR to give discounts rather than correct an incorrect credit.

I called back today and got them so I placed an order to use my credit owed. In the future I will try to use the online system. I was informed that one of the Black Friday promos is free shipping. So I am delaying my larger order until then, providing I still have any money left!