Here’s a story of great response by a vendor–Western Tool Supply of Albany, Oregon:
Four months ago, and after two years of overly-thorough decision making, I finally bought a PM2000 table saw at the Portland Woodworking Show. I bought the 3HP, 1 Phase saw from the Western Tool Supply folks on a particularly busy day. This saw replaced my trusty and finely tuned Sears contractor’s saw that I’ve owned for some 25 years.
The next day, I got engaged to be married, and with Thanksgiving, Christmas and the wedding in February, I didn’t get to assembling the saw until last weekend. I cleaned each part, aligned wings with table, used my micrometer and straightedges to tune blade and slots, and polished each wearing surface with a couple of layers of wax. Finally, bought the electrical plug and…there were four wires in the motor cord? Sure enough–this was a 5HP, 3 Phase saw! Just when I finally thought I’d hear the hum of the final saw of my life, the only sound was a heavy sigh of disappointment. Late on Saturday, there was nothing I could do but wait until Monday to figure out what to do next.
Monday at around 4PM I finally called the folks at Western Tool and told them that in the commotion of the Woodworking Show, the salesman had written down the wrong model number, and I didn’t notice it until I had the saw almost assembled. That evening, I received a call at home around 6:30 from the manager, who told me that they would deliver a replacement 3HP, 1PH saw to me the next morning. By 10AM the right saw, mostly assembled, had been delivered and swapped for the other, and by that afternoon, I was up and running with my new PM2000–the new gem of my humble workshop. Within 16 hours of my notification, they had corrected the problem. Thanks, Western Tool Supply.
I often read many complaints in this forum. I wonder how often the good stories get lost? Are there any other great stories to share?
Replies
That's a great report! Good on 'em for taking care of you.
I can't even imagine your disappointment when you saw those wires. Wow.
forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)
I think a lot of local tool outfits are literally fighting for survival -- given all the online competition. And the smart ones are doing it mainly with over-the-top customer service, such as you have witnessed with these people.
The best way you can repay them for this service is to keep telling this story -- especially to anyone who lives in their market area.
We've all heard the old thing about complainers telling their story to 10 people, but satisfied customers will tell maybe one other person.
You might even write them a short letter they can post on their wall.
Like you, I am very dedicated to buying tools locally, mainly because I so value my outlet's advice AND service. And the best way we can help them stay in business is this kind of word-of-mouth marketing.
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"It is what we learn after we think we know it all, that counts."
John Wooden 1910-
Nikkiwood et al.--
Thanks for your comments. I agree that we should be careful to support our local brick and mortar stores--doing so keeps my community financially healthy. In a way, that ends up benefiting me, too.
I sure appreciate the ability to go to the store and put my hands on the equipment choices to help me make a decision. Sure, it may cost a little more to purchase from the store, but the store has to pay for the building where I go to assess the differences between competing models of equipment. And I can't tell you how often I've been mid-project and needed to run out to quickly replace that expired bottle of glue or when I've unexpectedly run out of a sandpaper grit.
If I think about it, when I purchase on-line, it's usually only for the same reason that I used to use mail-order--to purchase supplies or equipment that is so specialized that the local stores can't stock them efficiently.
Can't help noticing the priority of events....Also a cynical voice tells me that someone else was supposed to get the 3 phase one....where the hell had it gone??? You solved the problem.
I can echo your praise for Western Tool Supply as well. I bought a bandsaw, DW735 and various other tools from them at a woodworking show up our way a few months back. They helped me load all of it into my Jeep also.
I got everything home and in the process of setting up the BS, I found a problem with the wheel alignment. I thought about it and gave them a call, telling the manager of the local store (40 miles away), that I was unsatisfied with the BS and wanted to know how they would treat me toward swapping it for a Delta 28-206.
The manager told me that he would give me full exchange toward the Delta and I could get it for the show price, which wa s$150 off plus a free fence tha came with the Delta.
Drove down to the store and they helped me unload the old one and load the replacement too.
I can't say enough good things about them and will no doubt do much more business with them. Their prices are very good too!
Regards,
Bob @ Kidderville Acres
A Woodworkers mind should be the sharpest tool in the shop!
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