The fingers in my Leigh D4 dovetail jig had become reluctant to remain in one spot, making it nearly impossible to obtain tight-fitting dovetails. I figured the nylon clamp pads were the culprit, plus I needed a few clamp nuts and the mating screws so I called Leigh to order the parts. About half-way through taking my order the woman to whom I was speaking switched me over to someone else, which at first I didn’t understand. I explained to this gentleman what I needed, describing the symptoms I’d experienced. He said that some time back Leigh had switched to a different composition for the nylon pads and asked how old my jig was. I told him that it was about twenty years old and he replied “Yep, you definitely need the new pads, they’ll be in the mail tomorrow.” I asked if he didn’t need my credit card number, and he replied that there would be no charge for the parts. I guess that being in Canada he doesn’t understand how business is done in the United States, but I certainly appreciated the company’s standing behind their product. There’s no way I would have asked that these parts be replaced under any kind of warranty program.
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Replies
WH
Thanks for posting this. It is good to know and recognize the companies that do go out of their way to provide good customer service.
George
You don't stop laughing because you grow old. You grow old because you stop laughing. - Michael Pritchard
-----'RECOGNIZE"
I think that is something we should all practice doing more often. I, and I think most people do likewise, tend to say nothing when things are right and complain when they are not.
I believe we all need a little more positivity.
Have a great day!
Mack"Close enough for government work=measured with a micrometer, marked with chalk and cut with an axe"
I'll second that!Chris @ http://www.flairwoodwork.spaces.live.com(soon to be http://www.flairwoodworks.com)
- Success is not the key to happiness. Happiness is the key to success. If you love what you are doing, you will be successful. - Albert Schweitzer
I just had a similar experience with Leigh. I have a D4 jig and I just purchased the VRS attachment over the weekend. When I tried to attach the steel brackets to the new support arms, the 10-24 screws would not go in. I took the piece to my local hardware store and was told that the taps for the screws were not very good and they tapped new threads in the arms (but not for metric threads). I wrote to Leigh that while I loved the D4, I was disappointed in the quality of the VRS. I received a very quick response and was told that one batch of the VRS attachments went out with the wrong screws and apparently I happened to get one. Since the arms were already re-tapped, Leigh sent me 2 new arms and screws that day.
I've always believed that service after the sale is what makes a great company. Leigh is definitely in that group, along with some of my other favorites (Woodcraft, Iturra, Craft Supplies).
John L
Leigh is definitely in that group.. I have some things and NEVER had to call them for any problem!
LeeValley is also second to none on return policy
Another outfit here is Princess Auto who sell all kind of stuff and there motto is " no sail is final until your satisfied " and i have sure taken back a lot of stuff
The one here that surprised me was " Marks Work Wear " where everythings 100% guaranteed
Ive taken back pants where the seem let go & shirts where a snap button came off
latest tally 4 pants & 6 shirts replaced some a few years old & no receipt , great place
Marks is owned by Canadian Tire. When you sell what CT sells, you've got to be ready to take stuff back. And to be fair, they do.
Jim
Nice to hear that!
I Also give Kudo's to Lee Valley, Princess Auto, And Dewalt/B&D.
Customer service will keep those few dollars well spent.Now I always wanted a dovetail jig ! Birthday coming up, how do you leave a not so subtle hint?
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