I did something stupid the other day; I dropped my LN Rabbet Block plane. It landed on the end, bent the adjuster stud, and mucked up the adjuster nut. I called Lie Nelson this morning to see about buying replacement parts or sending the plane back to them for repairs. Turns out the adjuster stud is loctited in and a pair of vice grips will remove it, clean up the threads and install the new one. Easy fix. They gave me the option of sending the plane back to them or they would send me the parts. The surprise is no charge. I explained that I dropped it and there was nothing wrong with it when I bought it. Still no charge. They didn’t even ask how long I have owned it or where I bought it. Didn’t matter, it’s broke and they will fix it. She also said I was not the first to do this. Now that’s amazing customer service. I buy there product, damage it all by my self and they will fix it for free for life and they are nice about it. I don’t see how they could do any better. This one should be written up in business school books, produce a superior product, give great customer service and build a successful company. I am impressed.
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Bob T.
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Sounds like they rank right up there with Lee Valley as far as customer service goes. I hope you don't get jumped on the way the guy did who posted a similar story when Freud, Inc., did him a good turn replacing a damaged saw blade. If the naysayers emerge, brace yourself and just ignore them.
No naysayers here. This occurred a few years ago -
I bought four back saws from Lie-Nielsen at around the same time - a dovetail, a small carcass, and two of the smaller tenon saws. I stored the dovetail in the leather case, and stupidly allowed the humidity to rise too high in the shop for a few months, and the saw developed a patina of rust.
When I finally got around to using the dovetail saw for its intended purpose, I had a great deal of trouble tracking a line. After close examination, I determined that the saw had about 1/16" of twist between the handle and the toe. Ain't much, but I figured that wasn't helping me any.
Anyway, despite a "not new" appearance and the fact that the saw had been in my possession for 3-4 years, Lie-Nielsen replaced the saw, no charges for either the replacement or the shipping. And yet I read comments by individuals on this and other forums that Lie-Nielsens are an expensive extravagance.
Not in my book.
Can’t see how any naysayers could complain about a post on great customer service. In both dkellernc and Lee’s experiences there could have been a problem with the tool at the time of purchase. In my case the tool was fine when I bought it, I buggered it up when I dropped it and I told them so, they didn’t care. Fixed it anyway. Now that’s great customer service.
"Can’t see how any naysayers could complain about a post on great customer service." Hah, hah, hah. Take a look at this thread, you'll be astounded. I know I was.forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)
FG,
You are right,
I stand corrected.
I didn’t even get through the entire thread before giving in.
I hope I am not responsible for the recent LN price increases LOL J
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Bob T.
I second the LN service. I had an issue with one side of a 62 not being square to the sole -- they gladly fixed it and refunded my postage to them as well. They are good folks. If all companies worked that way the world would be a better place!
Forest Girl,
Tell him about the "Craftsman Tool Return" thread from a few years back. My that was some fun!!! Well over a hundred posts; personal attacks, name calling, disparaging of kin folk and the whole nine yards. Do you recall?
I still get a chuckle thinking about some of those exchanges (I guess I should get out more) LOL.
It is funny how seriously some folks take themselves and actually expect others to do likewise.
Regards,
Mack"Close enough for government work=measured with a micrometer, marked with chalk and cut with an axe"
Mack,
I am not familiar with the old "craftsman tool return policy" thread. Could you elaborate a little more on this? I'd appreciate it.WHen I started in woodworking in 1968, Sears was the only place that would give me credit, and I liked the Craftsman return policy. I had no idea that one tool was better or worse than another tool, but I figured that if they'd replace them free, they must be good. I could get advice from the old guys at the Sears tool counter. It was a good place for me to buy tools (not that I could afford much.) I still have my Craftsman drill press and jointer. Most of the other stationary tools and hand tools are now gone, and have been replaced with better stuff. If I could meet Mr. Sears or Mr. Roebuck, I would thank them for a long and pleasant ride, and for treating me well in my formative years. In the past decade, I have gone to Sears a few times, and can't find anyone to wait on me, and if I do, they have never held a tool, and their English is pretty poor. My ability in Italian, German and French doesn't help either. I am now retired from a long wonderful career at NASA, and am enjoying woodworking more than ever. I took a part time job with Woodcraft at the request of my wife, who said I shouldn't be underfoot too much. My tool buying has slowed down, and I can recognize quality, so I enjoy helping others find tools that suit them. I FULLY agree with your point on woodworkers who take themselves too seriously. But that isn't limited too woodworkers. Have you listened to any politicians recently? :-)I will try to find that old thread. You have whetted my interest in an old love affair with Craftsman. I gotta tell ya -- Lie Nielsen is as good as it gets when it comes to customer service. You can call and always talk to a knowledgeable person, and they always are nice to deal with. I tried calling Delta for some help a few times, AAAAARRRRRRGGGGGGHHHHHH!!! But Lie Nielsen is not the only real good customer service place in the world. Lee Valley is very good also. If I had only one vote for which is the best, it would be Lie Nielsen, by a long shot.Thanks,
MelMeasure your output in smiles per board foot.
Mel,
I don't really think it would be worth your time to dig up the thread. It was much less about Sears than it was about a few folks thinking that their "moral high ground" was a place they could look down from.
There was a final "consensus" that Sears lifetime guarantee actually did mean "any tool, any time, forever" which is what I took it to mean in the first place.
I've owned literally thousands of individual pieces (Craftsman tools) and if they are not the best; they certainly are the easiest to replace. I will not own any more of their power tools but that's a whole different story.
Regards,
Mack
"Close enough for government work=measured with a micrometer, marked with chalk and cut with an axe"
Edited 10/1/2008 10:33 am ET by Mackwood
Mack,
I looked up the thread. I read a small part of it. You are right. It is not worth digging up, and I agree with your reasons for that.
MelMeasure your output in smiles per board foot.
Ouch! Let's hope that guy ForestGirl is talking about doesn't show back up here.
I have had similar results as you and dkeller, owned a plane for a few years, never used it much and when I put some serious effort into trying it out, had a few problems. Turns out the sides of the blade were not ground parallel, and I had to hone the blade out of square to get even projection from the sole. They fixed it no questions asked and even sent it back in a new box with all of the case candy!
Lee
Both LN and LV have excellent customer service. They might charge a bit more for their products but it something goes wrong they stand behind it 100%. Can't as for much more than that.
I'll jump in and give LN another two thumbs up about their customer service. I have a one of their small infill shoulder planes (great tool) and the infill came loose, I gave it to one of the reps at a tool show and they fixed it and replaced the wedge as well. Also had the front tote on my #4 crack around the bottom where it meets the body and they sent me a new one at no charge, both planes are 3 years old. Anyway great company, great tools. The only problem is they are like BBQ potato chips one is nice but a dozen or more is much better:)
Troy
I also have nothing but praise for LN as well as LV. However I would point out that they don't cover every accident...my 4 1/2 fell off my bench, predictably missing the soft standing mats and hitting the concrete resulting in a miniscule mar at the toe but a break of the handle. I called and they sent a replacement and as I expected, charged me for it. I would never expect a company to replace for free something that was entirely my fault and which taught me a valuable lesson in plane placement when not in use.
Neil the more careful
I agree with you on both counts. I didn't expect them to replace the parts for free and I am looking for some mats to cover the concrete. I will also try to hold on better. LOL.
I dropped my LN 102 bronze block plane about a year or so ago. When it hit, the adjuster under the knuckle cap bent as did one of the sides of the plane. I called LN about a re-furbishing and they told me to send the plane to them. I told them this was clearly my fault and that I expected to pay for repairs and I was told the plane was guaranteed and there would be no charge.
Received it back good as new, and I telephoned LN to again ask for the charge, and again was told there was no charge. I fixed them! I ordered a #9 shooting plane!
Couldn't say enough good about LN. But I have to add that Lee Valley is comparable in their customer service.
T.Z.
About 18 months ago I won this LN #140 on eBay. It was the exception to the rule for LN and eBay - cheap!
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No side plate. The rod for the fence was welded in with age. The fence was missing, and the blade was rusty and pitted.
With the help of Thomas LN, he removed the fence rod - I tried everything for about a month and finally gave up. We replaced the thin blade with a thick W1, which was from the era - this was the original #140, circa 1986 (you can see that the bronze is a different colour to the current models. Plus this plane was slightly longer and wider). Replaced the fence as well.
All up I paid for the fence and blade. The fun and involvement were priceless. A plane with a story.
The story does not quite end there. About two months ago I was demonstrating at the LN stand at the Perth Wood Show. I had the #140 with me. The local LN guys made me a gift of a cocobolo knob ...
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Regards from Perth
Derek
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