An endless journey for JessEm support !!
I was going to build a new router table and wanted a lift. In September 2004 I ordered the JessEm Rout-R-Lift (Rockler internet order). It wasn’t until January I was ready to install the lift in the table, only to find out that it was not true. The top had substantially warped and it was impossible to get all 4 corners flush with my table at the same time. I checked it with a straight edge and the twist was obviously. Just to make sure I checked the tabletop with the straight edge and it was perfectly flat, so it was not causing the problem. <!—-> <!—->
<!—-> <!—->
I emailed JessEm January 23rd about the problem looking for answers to what could be done. I received an email the day after telling that JessEm would gladly replace my lift and a request for my mailing address. I was happy that the company lived up to the claims found on their webpage – www.jessem.com/contact.htm – “we back our products 100%“ I replied at once sending my mailing address and thanking for their fine service. <!—->
<!—-> <!—->
2 days later I received another mail asking if it was Rout-R-Lift Model # 02001 or the Rout-R-Lift FX model # 02302, and this time asking for my reply so that they could get things sorted out ASAP. Again I replied at once telling it was model #02001 and asked if they would inform me when they shipped my replacement and if they would ship surface or air (I’m in <!—-><!—->Europe <!—->). Later that day I received another mail. Now the man at customer service I had been mailing with for several days had talked to one of the techs on the shop floor. And I was sent instructions on how to loosen the 6 cap screws that attach the top plate to the steel side supports and retighten them in a special sequence. Next day I did as suggested, loosening the screws did flatten the top, but it was impossible to retighten them without the top twisting again. I could see and feel it twist as I tightened the screws. I emailed this back to JessEm explaining what I had done to try solving the problem. <!—->
<!—-> <!—->
3 days went by and I heard nothing. I emailed asking what was happening. Another 2 days still no answer I emailed once more. ANOTHER 2 days went by and I finally received an email (now February 4th): excusing for the delay, explaining that they would send me a new lift, but were just waiting for a new top plate to come back from anodizing. It would be sent early next week. I again replied, thanking for the fine service (I’m a patient man) and again asking for shipping date and if it was surface or air.<!—->
<!—-> <!—->
Now February 14th and I still haven’t heard from JessEm about shipping date, so I send them an email asking for the actual shipping date. According to their previous mail it should have shipped early last week…. I then received an email, again asking for my mailing address and asking if I had ordered it by mail from Rockler. Don’t see the significance of this information. I again replied with my mailing address and explained that I ordered it online (internet order) from Rockler. I asked why it wasn’t send early last week as promised and if there was a problem…. Yep you guessed it, still no reply, but again it’s only been 2 days…. <!—->
<!—-> <!—->
Sorry for the long text, but I’m getting frustrated and irritated with JessEm. This seems to go on for ever and I get very little response to my request for information. I don’t feel that I am being unfair. It’s close to a month since my first email and I am still not sure what is happening. Thanks for reading all this J Hope it makes sense, English is not my native tongue.<!—->
<!—-> <!—->
Ole <!—->
…. I Love the smell of sawdust in the morning….
Replies
Why didn't you just return it to Rockler for replacement? They sell through distributors for this very reason.
The manual says otherwise... "All JessEm products are warranted to be free from defects in material and workmanship. JessEm will repair or replace any product which upon inspection proves to be defective for a period of (1) year from dated receipt and proof of purchase. All warranty claims should be made direct to JessEm Tool Company."
And shipping across the Atlantic is not something that you just do $$$
Ole.... I Love the smell of sawdust in the morning....
Regardless, I would put the matter in front of Rockler unless they specifically tell you to pursue the claim with the manufacturer. Does it really matter who solves the problem as long as it gets solved?
Makes no difference to me who solves the problem. I contacted JessEm because the manual told me to and their initial response was fine - "We at JessEm will gladly replace your lift." and I think OK problem solved :-)) Then nothing happened, but they promised me twice to send a new one, so it must be on its way and I keep hoping that today they will ship it. Perhaps that makes me naive and my patience is running out. I soon have to call the guy at customer service or try contacting Rockler.
Ole.... I Love the smell of sawdust in the morning....
I am suspicious that your request has gotten into the hands of 2 or 3 different people. When I run into an ongoing problem like this, I write a letter (email in your case) roughtly as follows:
I guarantee you that the first sentence will get their attention. The phrase "losing confidence" will solidify it if they have any commitment to customer service. By following with a very concise list of dates and information, you make it easier for them to track the problem, and you also sound "sane" and in control. Sign off courteously, provide your phone number just in case they might want it.forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)Another proud member of the "I Rocked With ToolDoc Club" .... :>)
Thanks for the advice.
All the emails had the same name on them, but I think I will try to send them an email like the one you suggested.
Ole.... I Love the smell of sawdust in the morning....
If you can get the name of the supervisor for CS, it'll work even faster, LOL! Good luck!forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)Another proud member of the "I Rocked With ToolDoc Club" .... :>)
Given my experience dealing with Rockler (from outside the US) about a problem,I think you went the right route by going direct to the manufacturer.It's too bad you're having a problem with them though.A couple of years ago I bought a Master-Lift and fence from them.There was a part missing,I called and it was here 3 days later.Maybe you should pick up the phone and talk directly to the person you've been e-mailing.
Good luck,
Brent
I'll give them a few more days and then I wil try to call them. I think it's 6 hours time difference.
Ole.... I Love the smell of sawdust in the morning....
Hello -I am a new member here and a hobbyist WW'er. I have been following a number of the threads, and thought about ways to introduce myself, but as the opportunity presents itself here, I'll jump in with a comment. A year and a half or so ago, I purchased the JessEm RT package with Router lift etc. Purchased from Woodcraft. Really like the setup BTW. A short time later I was poking around Woodcraft and looking at the MitreSlide. I noticed that the Master Fence had been upgraded and now had big, beefy knurled aluminum knobs instead of the (now) cheezy plastic star knobs that mine came with. I emailed JessEm and simply asked what I need to do to get my hands on a set of the new upgraded knobs. A service guy (John) emailed back very shortly that a new set of knobs was on its way to my house free of charge. They arrived about three days later. Not that big of a deal, I guess and it doesn't help you, but I just thought I would chime in with a positive experience. Maybe if you had just requested a new top right off the bat, they would have sent it to you. I would just email them back and let them know that they are costing you valuable time, and to please get you a new top pronto. I have heard other people speak very highly of the customer service. For what it's worth.
Threeputt welcome to Knots, you will find lot of good advice in this forum !
I also heard good about JessEm customer Service and it was with good fait that I send them an email asking what to do. Their immediate response was to send me a new one, and that's a great service showing the truly back their products 100 %. BUT since then nothing happened. They take a long time answering my emails informing me what is happening and the story about a new top plate coming back from anodizing and being shipped early last week seems to me as chance to shot up the unhappy customer for another week. Still no explanation why it didn't happen or what is supposed to happen.
Simply sending me a new top plate wouldn't solve the problem as the top plate was perfectly flat (I tested it), when not attached to the side steel supports, so it is the rest of the lift that got a twist somewhere.
Ole.... I Love the smell of sawdust in the morning....
I was just wondering if you've gotten any further with the problem?
Brent
I sent another email February 17th inspired by forestgirl and I got a reply within 1½ hours – from the same guy (Chris). <!----><!---->
<!----> <!---->
…“I'm sorry for the delay. I'm waiting for parts to actually build you a new Lift. We CNC machine all our parts and then send them out for anodizing. When we receive the anodized parts back we can then build the product. Their has been a delay at the anodizers. Our only other option is to send you new steel side supports with a flat top plate to replace the bent one you have, or wait a little longer for the parts to come back from the anodizers The Rout-R-Lift model # 02001 was our first Lift ever produced. It has since been replaced with the Mast-R-Lift, The Rout-R-Lift FX and the Mast-R-Lift Excel. IT is not even produced for Rockler or Woodcraft anymore, They are the two biggest suppliers we have. We do still produce the product for Rutlands in the <!----><!----><!---->UK<!----><!----> and some Canadian dealers. IT is just a matter of bad timing, and not having the necessary parts to build a complete Lift. <!---->
<!---->
I'm Truly Sorry for the delay and I'm doing everything I can to speed the process.”…<!---->
<!----> <!---->
It seems fair enough, but why didn’t he tell me right away ?? And when it couldn’t ship as first promised early February why didn’t he let me know ?? I can accept a reasonable explanation, but not the lack of information!! One thing is waiting weeks for a new lift to be build, not funny L but not knowing what is going on or when it’s supposed to ship is unacceptable !! As a matter of fact today I did send Chris a new email asking for an estimate for shipping, but haven’t heard from him yet. I had hoped he understood that a part of good customer service is information, to keep customers in the loop…<!---->
<!----> <!---->
In Europe we don’t have a tradition for woodworking like you do in the <!----><!---->US<!----><!---->, unfortunately. You don’t find fixed base routers over here. So I had to get a lift suited for plunge routers or buy a shaper $$$$. The market for lifts is oriented towards fixed base routers, you only find 2-3 on the market I think, ex. JessEm Rout-R-Lift, Woodpeckers Unilift. I must say I envy you all the great tools and lovely wood you have access to in the <!----><!---->US<!----><!---->. We can get good quality power tools but they are pricey. Good quality hand tools like LN planes are hard to find. They are not ready available in my country, but I’ve found a few shops in the UK and one in Germany that got LN planes in their product range. Of course I could spend my next vacation in the <!----><!---->US<!----><!----> and shop for some LN planes J
<!----> <!---->
Ole<!---->.... I Love the smell of sawdust in the morning....
Today I received an email from JessEm (Chris) saying that my new lift will ship Friday of this week the latest, and maybe he might be able to ship it today !!
Good news to me, finally at end of the tunnel :-D (I hope)
Ole.... I Love the smell of sawdust in the morning....
This forum post is now archived. Commenting has been disabled