Scott Francis
01-18-2010, 5:40 PM
Hi all, love the forum. Long time lurker, first time poster.
Based on all the recommendations here for Grizzly cust serv as well as quality improvements, i began in November to outfit my new shop with all Grizzly tools (Muncy store is only 1 hour away). I had a limited budget and needed a jointer, planer and mortiser. G0490 8” jointer has been awesome. Mortiser worked wonders on over 40 mortises for my sons qtr sawn white oak mission bed. Planer has been ok. Clearly not the same quality as the jointer but I knew that going in. I didn’t have the money for the jointer ($1k) and the 15” planer that I wanted so I had to buy the 13” planer ($375) with the idea that asap I would upgrade to the beefier 15” with cast iron everything.
Saturday I was planning some cherry and the gears that run the rollers broke. The planer is less than 3 mths old and less than 150bf have passed thru it to this point. It happens, things break, but here is where I had my problems.
Called CS Saturday and was told that they don’t have the parts in stock and they are on back order. Now the grizzly catalog states that they have 200k parts in stock so you never have to wait for parts. Ok, so if they are on back order how long do I have to wait for my “warrantied” 3 mth old machine to be fixed. I was told that they really couldn’t tell me when the parts would be available. It would take a minimum of 48 hours, possibly more, to…….. LOCATE PARTS!!! Then it would take a few days for them to get them, then a few more to have it repaired, unless I wanted to have them shipped directly to me. How does it take over 2 days to locate parts with a computer or phone?
So I asked to speak with a manager, none were available. I asked if I could just return the machine since this one can’t be fixed in a reasonable amount of time (few days, even a week if I knew it would be fixed). I even offered to return that one and buy the 15” for $1000 but was told I couldn’t return it until I talked with a technician Monday morning.
Called a tech this morning and heard exactly the same story. Can’t return it, don’t have the parts to fix it, will take a few days to find the parts and a 3-5 more to get them if we find them……. Not satisfactory
Called CS back again and asked again to speak to a manager, the manager was not available again. I left my name and two phone numbers. Was told by the CS rep that the manager would call me back today. I explained that I was off from work and could bring the machine to Muncy today (tougher to get there the rest of the week) so please have the manager call me as soon as he/she can. This was early this morning, it is now 5:40 and still no call. Any ideas? Am I being unreasonable wanting to have my machine fixed in a reasonable amount of time. The fact that they can’t even locate the parts for 48+ hours is ridiculous. In the meantime I’m out of operation entirely since the planer isn’t something I can work without.
SHIRAZ, please help.
P.S. help me out here so I can still buy that new Grizzly band saw
Thank You!
Scott Francis
Based on all the recommendations here for Grizzly cust serv as well as quality improvements, i began in November to outfit my new shop with all Grizzly tools (Muncy store is only 1 hour away). I had a limited budget and needed a jointer, planer and mortiser. G0490 8” jointer has been awesome. Mortiser worked wonders on over 40 mortises for my sons qtr sawn white oak mission bed. Planer has been ok. Clearly not the same quality as the jointer but I knew that going in. I didn’t have the money for the jointer ($1k) and the 15” planer that I wanted so I had to buy the 13” planer ($375) with the idea that asap I would upgrade to the beefier 15” with cast iron everything.
Saturday I was planning some cherry and the gears that run the rollers broke. The planer is less than 3 mths old and less than 150bf have passed thru it to this point. It happens, things break, but here is where I had my problems.
Called CS Saturday and was told that they don’t have the parts in stock and they are on back order. Now the grizzly catalog states that they have 200k parts in stock so you never have to wait for parts. Ok, so if they are on back order how long do I have to wait for my “warrantied” 3 mth old machine to be fixed. I was told that they really couldn’t tell me when the parts would be available. It would take a minimum of 48 hours, possibly more, to…….. LOCATE PARTS!!! Then it would take a few days for them to get them, then a few more to have it repaired, unless I wanted to have them shipped directly to me. How does it take over 2 days to locate parts with a computer or phone?
So I asked to speak with a manager, none were available. I asked if I could just return the machine since this one can’t be fixed in a reasonable amount of time (few days, even a week if I knew it would be fixed). I even offered to return that one and buy the 15” for $1000 but was told I couldn’t return it until I talked with a technician Monday morning.
Called a tech this morning and heard exactly the same story. Can’t return it, don’t have the parts to fix it, will take a few days to find the parts and a 3-5 more to get them if we find them……. Not satisfactory
Called CS back again and asked again to speak to a manager, the manager was not available again. I left my name and two phone numbers. Was told by the CS rep that the manager would call me back today. I explained that I was off from work and could bring the machine to Muncy today (tougher to get there the rest of the week) so please have the manager call me as soon as he/she can. This was early this morning, it is now 5:40 and still no call. Any ideas? Am I being unreasonable wanting to have my machine fixed in a reasonable amount of time. The fact that they can’t even locate the parts for 48+ hours is ridiculous. In the meantime I’m out of operation entirely since the planer isn’t something I can work without.
SHIRAZ, please help.
P.S. help me out here so I can still buy that new Grizzly band saw
Thank You!
Scott Francis