JessEm Tools customer service

[JD Dolan]

I bought a JessEm router table a couple of years ago but have never used it. It's just been sitting out in my heated shop. But today was the day! Or it was supposed to be. As I was getting ready to set it up, I noticed that the clear plastic dust-collection housing in back had broken, and since I've never used the thing, this could only be due to a design defect or a material defect--or both. I went to the JessEm website (where I was glad to see that they "stand behind their products 100%"), and called their customer service line. The person I spoke to curtly told me that it was going to cost me $9.95 plus shipping.

I spent over $500 on that router table, and now they want to nickel and dime me for a part that never should have broken in the first place.

JessEm? Never again.

On a brighter note: Lee Valley Tools. They are at the other end of the spectrum in terms of quality and customer service.

[Norm Lincoln Sr.]

You sure something didn't fall on it?

It's one thing to claim defect, its another to try n get someone else to pay for your mistakes - i know it's the *new* american way!

[JD Dolan]

Nope, nothing has fallen on it. Not a mark on it.

[Chris Padilla]

I think for us "buy it but don't use it for a while folks", we may have to bit the bullet on such things now and then. I have to deal with this all the time but I accept that half the time, I'll have to fork out regardless of the fault....

[JD Dolan]

It's not the 10 or 20 bucks. It's the principle. Also, there's that nonsense on their website about "standing behind" their products.


I think for us "buy it but don't use it for a while folks", we may have to bit the bullet on such things now and then. I have to deal with this all the time but I accept that half the time, I'll have to fork out regardless of the fault....

[Joe Leigh]

One word, Woodpeckers

[Ron Bontz]

After looking at the pic. I have to ask if you inspected it when you bought it. I know of some other tools that had problems with plastic breaking during shipping because of the cold and rough shippers. It cost me more than 9.95 and shipping. That's for sure. Jessem has indeed stood behind their product that I have bought and I would still buy their products. :)

[JD Dolan]

I agree! I have a bunch of their layout tools, and they're outstanding.



One word, Woodpeckers

[JD Dolan]

It was fine when I originally put it together. Look at the photo: it's either a material defect or design defect.





After looking at the pic. I have to ask if you inspected it when you bought it. I know of some other tools that had problems with plastic breaking during shipping because of the cold and rough shippers. It cost me more than 9.95 and shipping. That's for sure. Jessem has indeed stood behind their product that I have bought and I would still buy their products. :)

[Rich Noterman]

Sorry to say but you have had it a couple of years things happen let it go

[Aaron Wingert]

You bought this product, neglected to inspect it as you unpacked it, put it in your shop, let two years go by and expect a broken part to be replaced for free? Call me crazy but that seems incredibly unreasonable regardless of the nature of the problem.

I have no experience in dealing with JessEm, but I'm confident that if you'd have called them shortly after the product was purchased you'd be getting their cooperation.

[JD Dolan]

I will indeed let it go. I'll probably sell it. I posted this because I think people on this website deserve to know how some companies treat their customers. JessEm is at the bottom on my list.


Sorry to say but you have had it a couple of years things happen let it go

[brian barnum]

Your fault Your fault. Next time open the box and look at it. Sorry but you hit my intollerance to whining button.

[JD Dolan]

Not whining. The dust collection port was fine when I opened it and set up the table. In the interim, it broke. It shouldn't have. (I have a similar button;).


Your fault Your fault. Next time open the box and look at it. Sorry but you hit my intollerance to whining button.

[Mike Zilis]

JD

I understand your frustration but I have to agree that $10 after waiting 2 years to use the product is a small price to pay. Think of any other product you purchase in the non-woodworking world. Would you expect many of those manufacturers to honor your request for a free repair/replacement part two years after you bought it?

Just doesn't seem reasonable to me.

-Mike

[Matt Day]

It seems to me this isn't really that big of a deal. Are they just asking you to cover shipping of the replacement piece? I won't call that grounds to slime them on the interent.

And it is a little hard to tell what's going on in the picture to be honest. I don't have the item in question so I have no reference for what it's supposed to look like.

[Neil Brooks]

I agree with the consensus, here:


I bought a JessEm router table a couple of years ago but have never used it.

That's a (ridiculously) LONG time to wait for ANY kind of warranty claim, IMO.

A company that DID send you the replacement part, for free -- in my book -- would have been going WAY out of their way to offer you exceptional customer service.

I think you're being unfair to JessEm, and/or had pretty unreasonable expectations, to begin with.

Just my $0.02. YMMV.

[Joe Jensen]

Looks like the OP says it was $9.95 plus shipping. That said, I think he is unreasonable.

[Dan Friedrichs]

Some of you seemed to misread the OP. He said it wasn't broken originally, but after sitting UNTOUCHED for 2 years, it broke ON IT'S OWN. I would agree entirely with him that it makes it a design problem (that plastic piece shouldn't have been bent so far), or a material problem (the plastic should have been able to withstand such a bend).

[Myk Rian]

Get a piece of .060 mylar, cut it to size, and use a hair drier to help bend it around the corner. Problem fixed.

[Lee Ludden]

The offered to replace my entire table when it got chipped installing a Mast-R-Lift. I decided that I'd rather live with a small chip than reinstall everything. I am quite pleased with their CS.

[Bill Huber]

The problems in the past have been that people could not get customer service, so it looks like they are getting better.

The last email I got from Darrin E. Smith, the president was they have now hired a new full time person to handle customer service.

On this problem, the OP got customer service but was not happy with the out come. To me I think it was fair, the unit set for 2 years. I have that same fence for my table and never have had a problem with the vacuum port.

[Louis Rucci]

I bought a JessEm router table a couple of years ago but have never used it. It's just been sitting out in my heated shop. But today was the day! Or it was supposed to be. As I was getting ready to set it up, I noticed that the clear plastic dust-collection housing in back had broken, and since I've never used the thing, this could only be due to a design defect or a material defect--or both. I went to the JessEm website (where I was glad to see that they "stand behind their products 100%"), and called their customer service line. The person I spoke to curtly told me that it was going to cost me $9.95 plus shipping.

I spent over $500 on that router table, and now they want to nickel and dime me for a part that never should have broken in the first place.

JessEm? Never again.

On a brighter note: Lee Valley Tools. They are at the other end of the spectrum in terms of quality and customer service.

I'll have to disagee with you. I bought a roputer table and did the same thing. Left it in the box for 2-3 years. When I finally put it together, I discovered that the 3HP HP router I bought for it wouldn't fit in the ring.

In fact, it pivoted at two different places.

I took careful pictures and they replaced it for me with a newer designed model. Been working like a champ and that was 1.5 years ago.

JessEm has been good to me.

[Joe Mioux]

Just out of curiosity, wasn't there a warranty enclosed in the box?

If so what was it, one year?

I tend to agree with the majority on this one. Customer Service people hear all kinds of stories. It's natural for some CS people to be skeptical.

[Dave Lehnert]

The problem a company has is everyone who calls with a problem will try to come up with a story to get a damaged part replaced for free. I work in retail and everyone who returning something without a receipt uses the old "I got this as a gift" story. I am not saying this is your case but if customer spend high $$$$ for a router table and says "I purchased it two years ago but just now got to use it" Would make me wonder. If I purchase anything, I am checking on-line to see when it will arrive. Have the box torn open before the truck left the drive.

If the company did decide to replace it I would say "Fantastic customer service" But since they did not after two years does not justify Bad customer service. IMHO

[Chip Lindley]

Sour Grapes after two years makes for Bad Whine! *He who hesitates is lost!

In all fairness to you, I can see where the clear plastic piece may be involved in a design defect. Brittle clear plastic does not bend particularly well unless heated. The piece in question may have been *bent* on destruction from the gitgo!

In all fairness to JessEm, you waited too long to complain! But, take them up on the availability of an updated part to complete your *new/old* router table. At least you will be getting a black plastic moulded part. Chalk this episode up to experience and enjoy your table and fence! JessEm makes some FINE stuff!

[Daniel Shnitka]

Mr. Dolan,
I agree with you.
Successful companies keep their customers.

1. The customer may not be right, but the customer is never to be made to feel they are wrong.
2. Always try to find a way to say yes to the customer.
3. All employees are to take ownership of the the company. Make the decision to keep the customer coming back.
4. Treat people the way you would expect to be treated.

These four principles are the guide lines for some of the most successful and largest retailers in North America excluding Walmart and their equivalents.

[Mike Heidrick]

Did you discuss you disatisfaction with having to pay for it with them and ask if there was some sort of agreement you could come to (maybe free shipping or just paying for shipping)?

[Brad Townsend]

I would agree that two years is a long time to have something prior to requesting damage replacement, but in my opinion, the request is not unreasonable. I would also suggest that while JessEm may be technically off the hook, they are only shooting themselves in the foot by not honoring the request. If the table were warped and he asked for a replacement, I would say "tough luck", but to alienate a customer over ten bucks is really not very smart from a business standpoint.

[Kent A Bathurst]

$0.03 + free shipping:

http://t2.gstatic.com/images?q=tbn:6d8GmdKBP0UDgM:http://bp3.blogger.com/_5V_MBXhtHfg/SERRG6TK_WI/AAAAAAAAAQg/UymNxHmGLAg/s400/duct-tape.jpg (http://images.google.com/imgres?imgurl=http://bp3.blogger.com/_5V_MBXhtHfg/SERRG6TK_WI/AAAAAAAAAQg/UymNxHmGLAg/s400/duct-tape.jpg&imgrefurl=http://www.sodahead.com/united-states/if-you-are-president-obama-what-would-you-do-with-your-gaffe-producing-wisevice-president/question-354229/&usg=__K9kKT_wag-tbYFQsPc7-tgX2LJ8=&h=240&w=240&sz=6&hl=en&start=33&um=1&itbs=1&tbnid=6d8GmdKBP0UDgM:&tbnh=110&tbnw=110&prev=/images%3Fq%3Dduct%2Btape%26start%3D21%26um%3D1%26h l%3Den%26safe%3Doff%26sa%3DN%26ndsp%3D21%26tbs%3Di sch:1)

[James Carmichael]

I've called Jessem once regarding my mitre gauge (which I love) and found them quite responsive. Of course, that didn't require any repair or replacement parts.

I do agree with many of the others: your expectation of a free replacement after 2 years is unreasonable, and the title of the post is unfair.

[Terry Welty]

I think that they have a great product and two years is simply too long to expect anything else... I think Helen Keller could have seen if the piece was broken during the initial set up... I know around my place, things get break mysteriously... If you don't want the table, I'll take it...

[Sean Nagle]

So let's say the OP had been using the product routinely for two years and the part broke from normal use. I would expect a quality company to replace the part gratis. It's not a part subject to maintenance and replacement. What does it matter that it hadn't been put to work for two years. I'll bet Lee Valley would simply send the replacement part.

[Brad Sperr]

I don't think you should be so quick to rush to judgment on their customer service. I have a Jessem Router lift that I had not unpacked for several months before I realized that some of the mounting screws were missing. Jessem sent them to me free of charge after one phone call. I agree with the others who think it's a little unreasonable to expect them to replace a part that broke after being unpacked and set up. Under those circumstances, it seems more likely from their perspective to be user error than a defective product.

Of course, some companies do offer a "lifetime guarantee" on their tools, and I would expect these tools to be repaired or replaced even if damage resulted from wear and tear. Ideal tools has replaced a screwdriver I broke after a little use under their lifetime guarantee and I would have been upset if they didn't. Some people swear by Craftsman hand tools for this sort of guarantee. I wouldn't have these same expectations with other tools.

[Jim Terrill]

Of course, some companies do offer a "lifetime guarantee" on their tools, and I would expect these tools to be repaired or replaced even if damage resulted from wear and tear. Ideal tools has replaced a screwdriver I broke after a little use under their lifetime guarantee and I would have been upset if they didn't. Some people swear by Craftsman hand tools for this sort of guarantee. I wouldn't have these same expectations with other tools.

And you have found the reason why I like kobalt tools. I dropped a tape measure out of my tool pouch and it fell 3 stories onto a boulder, brought in the pieces and they said that they were fine with replacing it, they would be sending it in to their r&d so they could make it better in the future. That single experience has kept me buying their tools. Especially with items which have a finite life such as tape measures, having a lifetime warranty with on the spot exchange is a big plus for me.

[Doug Shepard]

2 years ago I bought some cheese but forgot to open it. Last weekend I opened up the fridge drawer to find a block of some green stuff. I know nuthin spilled on it, cuz it was safely tucked away in the back of the drawer. Imagine my frustration when the store refused to give me a refund for this defective cheese.:D

[Dan Friedrichs]

2 years ago I bought some cheese but forgot to open it. Last weekend I opened up the fridge drawer to find a block of some green stuff. I know nuthin spilled on it, cuz it was safely tucked away in the back of the drawer. Imagine my frustration when the store refused to give me a refund for this defective cheese.:D


(*shakes head in frustration*)

That would make sense, if the plastic piece that broke had an expected lifespan, like the cheese. The OP's point is that the broken piece should have a long lifespan, even if being used. He wasn't even using it, and it broke. Thus, a design defect!

Here's an analogy that actually makes sense: 2 years ago I bought a set of tupperware containers to store my green cheese in. I left them on a shelf untouched, and 2 years later the plastic had broken down and they all had cracks in them.

[Stephen Edwards]

So let's say the OP had been using the product routinely for two years and the part broke from normal use. I would expect a quality company to replace the part gratis. It's not a part subject to maintenance and replacement. What does it matter that it hadn't been put to work for two years. I'll bet Lee Valley would simply send the replacement part.

I expect a company to replace defective merchandise for free, only for the duration of the warranty. If a company does replace a broken part for free after the warranty period has expired, that's great. But, should I expect them to do that? Certainly not, even if I've never used the product in question. To expect otherwise is totally unrealistic, IMHO.

[Stephen Edwards]

2 years ago I bought some cheese but forgot to open it. Last weekend I opened up the fridge drawer to find a block of some green stuff. I know nuthin spilled on it, cuz it was safely tucked away in the back of the drawer. Imagine my frustration when the store refused to give me a refund for this defective cheese.:D

I actually did something similar, only more foolish than your scenario. Upon returning from the grocery store I put a package of fresh mushrooms in the pantry with the canned goods.

For weeks I puzzled over those mushrooms. Where are they?! After a month or so I finally discovered them one day while retrieving something from the pantry. It was a miracle, I had mushroom soup! :D:cool::D

Fortunately, the plastic wrap covering the container was still very well sealed!

[Sean Nagle]

I expect a company to replace defective merchandise for free, only for the duration of the warranty. If a company does replace a broken part for free after the warranty period has expired, that's great. But, should I expect them to do that? Certainly not, even if I've never used the product in question. To expect otherwise is totally unrealistic, IMHO.

That is the expressed warranty period and that is all anyone should expect most companies to provide free replacement parts. Extraordinary companies would see that there is long-term goodwill in replacing minor parts for periods longer than the expressed warranty.

[Vince Shriver]

2 years ago I bought some cheese but forgot to open it. Last weekend I opened up the fridge drawer to find a block of some green stuff. I know nuthin spilled on it, cuz it was safely tucked away in the back of the drawer. Imagine my frustration when the store refused to give me a refund for this defective cheese.:D


Just cut off the green stuff; it goes great with whine.

[brian barnum]

Mr. Dolan,
I agree with you.
Successful companies keep their customers.

1. The customer may not be right, but the customer is never to be made to feel they are wrong.
2. Always try to find a way to say yes to the customer.
3. All employees are to take ownership of the the company. Make the decision to keep the customer coming back.
4. Treat people the way you would expect to be treated.

These four principles are the guide lines for some of the most successful and largest retailers in North America excluding Walmart and their equivalents.
You should work at Walmart for a while. Pay employes a low wage threat them all like crap and put American manufacturing out of buisness. Walmart just like working in a third world country right here at home. Walmart customer service died with Sam Walton.

[Wes Grass]

Looks like it was cold bent. If it's polycarbonate, exposure to solvents can cause cracking under stress, even though it's impervious to them otherwise. I don't know if vapor would be an issue, although long term exposure would probably have some effect.

[Jeff Miller]

Quit

http://forums.pcpitstop.com/style_emoticons/New_emoticons/dead-horse-fast2.gif



JEFF:D

[Thomas love]

I have the same Lift and the same thing happened. This is the only problem I have had with this set up ever. My fix was to remove the existing broken piece and use it as a template to cut a new one, the plastic case that saw blades come packed in work perfectly.

Tom