Problems with Woodpeck?

[John Hulett]

Okay... I had mentioned in a separate post about some shipping issues I had
after ordering one of the Incra TS systems from Woodpeck. Again, of 7
packages, 3 were drop shipped from Dallas - 2 arrived on time, 1 went to
New York (though I live in CA) and the other four direct from Woodpeck
missed the mark by 200-300 miles and arrived two days late - it seems they
got both the zip code and street address wrong when shipped via UPS -
though they had the right info in their order system.
Well, yesterday, I received the 4 packages shipped directly from Woodpeck,
and found that my miter gauge did not run through the miter slot on the
router table top correctly - the gauge gets stuck about 5" from the outfeed
end. I explained to Woodpeck this morning, in excruciating detail, that I
tried running the gauge through both directions, both orientations in each
direction; tip first, infeed to outfeed; protractor first infeed to
outfeed; tip first outfeed to infeed; protractor first outfeed to infeed.
Each pass produced binding at the same location on the miter slot. I
concluded that the problem was not with my miter gauge, but with the slot;
specifically that it was probably getting narrower, somehow, at that
location, binding side to side.

Woodpeck was hesitant to send a new table - they want me to test again
tonight and email him pictures so that he receives them in the morning. As
angry as I am at this point, I told him I would do my due-diligence, but
that I expected resolution by Friday - meaning, I expect that my photos
will show him that the slot is not right, and that they had better get a
new top to my home by Friday so that I can assemble this system over the
weekend.

In addition to this table being incorrect, the smaller 21" blank table
extension arrived without any hardware for installation as the damaged
table had. Now all the "little things" are turning into bigger issues.

It seems that I had read here at SMC that Woodpeck had very good customer
service, but so far for me, it's been mediocre at best - the girl I spoke
to on Monday gave me a bunch of attitude.

Has anyone else had that kind of experience from Woodpeck - or other
manufacturers/vendors for that matter? Do you think I'm being too hard on
them? Not hard enough?

[Andy London]

I've ordered from Woodpeck quite a few times over the years with no issues at all...that is until January of this year. I ordered another Incra pro fence system, they said it was in stock and would be shipped the next day....long story short I received it a month later....took many emails and telephone calls, received the lost the tracking number story etc.....I was not that impressed, in this case it was not dire straight I receive it right away but I will be leary next time.

I recently had the same problem with Klingspore, sandpaper I ordered before Christmas arrived at the office today...once again many telephone calls and many emails.

This is one reason I dread ordering from companies that are not in our city..but that's another problem as we have very little selection.

[Rich Konopka]

I purchased the Incra system from them last year and everything arrived intact and together. They even gave me a 10% discount after the sale was completed. I hope they address your issues for you. They are a first rate outfit. BTW, did you order from the web or over the phone?

[John Hulett]

I ordered over the phone. They had the address right when I ordered - and even when I called to check up on the order. They had to double-check the UPS system to see my address was wrong in there.

As an update, I supplied them with pictures of the not-strait miter slot, after which, they agreed to send me another one. He assured me that I would have it on Friday. We'll see.

The rude girl I spoke with on Monday said I should call after I had received everything and they might be able to refund my shipping charges, but I used their coupon for $50 off plus free shipping. So, what's reasonable to expect them to do, if anything, outside of getting me the stuff I paid for? I'm thinking a new MJ Splitter!

[Dan Stuewe]

This is one reason I dread ordering from companies that are not in our city..but that's another problem as we have very little selection.

Yeah but Andy, you have a Lee Valley to go to any time you want! (My wife and I were there last October).

[John Hulett]

Just a quick update... The rails arrived yesterday, and according to UPS, the replacement router table top arrived this morning. I've already mounted the fence system, and will get the thang completed either tonight or tomorrow. So far, Woodpeck has saved some face by getting the replacement to me overnight. I'll keep you posted...

- John