Another Outstanding example of Lee Valley Customer Service - Free Upgrade

[David Keller NC]

Thought those of us that are Lee Valley fans on the forum would appreciate this:

I received a letter on Saturday from Lee Valley stating that they've records that indicated I'd purchased one of the large-size routers from them in the past, and noting that they'd designed a new depth stop that is one-piece and can be adjusted without tools. Nothing too unusual so far, but the next sentence was something to the effect that "We would like to provide this part as an upgrade to your plane for free, just ask for part no. XXXXX on your next order". the letter goes on to say that they'd received lots of customer requests for small-width blades for the tool for inlay work, and they'll sell these blades to a router plane owner for about %30 off until June ($10 vs. $13 regular price).

I was used to outstanding service from both Lee Valley and Lie-Nielsen, but frankly, a manufacturer offering an upgrade to an already-purchased item that isn't part of a safety recall (hard to imagine a safety recall for a hand plane!) is downright unheard of!

So, thanks to Rob & crew for offering this. :eek:

[Andrew Yang]

Maybe that's what was missing from my letter? I got a letter, or more correctly an envelope from Lee Valley this past week. Oddly, it was empty. I called Customer Service, but there wasn't anything they could see that was sent out via mail.

[William Hovis]

Last Friday was a good tool day for me - I attended the Lie-Nielsen event in St. Louis, and when I got home the letter from Lee Valley was in my mailbox. I ordered the new router plane part and one of the new small router plane blades.

[Jim Koepke]

hard to imagine a safety recall for a hand plane!

A blade guard to prevent shaving your hand?

jtk

[Joe McMahon]

I received the letter on Saturday as well. We should count our blessings that we deal with a company like Lee Valley and a gentleman like Rob Lee. Old fashioned customer service, customer loyalty and honesty- a "hat trick" you just can't find any more. Thanks Rob!! (I ordered three new blades with the collar)

[Ryan Baker]

Yup, I will be ordering mine soon too. This kind of service is why we continue to do business with LV and recommend them to everyone else.

[paul cottingham]

Maybe that's what was missing from my letter? I got a letter, or more correctly an envelope from Lee Valley this past week. Oddly, it was empty. I called Customer Service, but there wasn't anything they could see that was sent out via mail.
I, too, received an empty envelope from them.....

[Garrett Ellis]

A blade guard to prevent shaving your hand?

jtk

But then how would you know if it's sharp enough??

[Gary Muto]

I got my letter Friday right after I placed an order online. I called customer service and added the depth stop and the new router blades for the limited offer at $10 each.
I'm very pleased on both accounts. The new blade selection really adds to the utility and value of the router plane.

[bob blakeborough]

Just went in to Lee Valley today to buy a weed torch and remembered the letter. I asked if I needed to bring it in with me because I had totally forgotten and they just said not to worry and gave me the upgrade part on the spot... Great company!

[Zach England]

What if I bought one of those planes used? Can I get the part the original buyer would have gotten?

[Rob Fisher]

What if I bought one of those planes used? Can I get the part the original buyer would have gotten?

Maybe, Lee Valley is really good in my experience. Call and ask.

[Staffan Hamala]

What if I bought one of those planes used? Can I get the part the original buyer would have gotten?

It seems like they are free with any order:
http://www.leevalley.com/US/wood/page.aspx?p=52609&cat=1,41182,48945,52609

In the bottom of the list I see this:
"Depth Stop Assembly Upgrade — free with order"

[Randy Klein]

I didn't receive a letter, I guessed I purchased it too long ago for their records. I see that the notice is also on the item description web page for the router. I guess I'll have to order something now to get this free upgrade...

[Rob Lee]

I didn't receive a letter, I guessed I purchased it too long ago for their records. I see that the notice is also on the item description web page for the router. I guess I'll have to order something now to get this free upgrade...

Hi Randy -

We mailed every single person on file who bought (it was introduced in Fall 2005, and our live data goes back at least another 3-4 years!)... but no worries - everyone who has a router plane can get the new part at no charge... even if the plane was bought used, was a gift etc.

I should point out too that the new part is not useful with Stanley router planes....

For those overseas - we have also sent parts to Veritas dealers - but you'll have to contact them directly for information on how to get the part.

Cheers -

Rob

[Randy Klein]

Hi Randy -

We mailed every single person on file who bought (it was introduced in Fall 2005, and our live data goes back at least another 3-4 years!)... but no worries - everyone who has a router plane can get the new part at no charge... even if the plane was bought used, was a gift etc.

I should point out too that the new part is not useful with Stanley router planes....

For those overseas - we have also sent parts to Veritas dealers - but you'll have to contact them directly for information on how to get the part.

Cheers -

Rob

Good to know Rob. I also moved since then so maybe that was it. Oh well, no worries, that's why I like these forums.