Cliff Polubinsky
11-10-2015, 11:08 AM
I guess I've gotten used to the level of customer support from Lee Valley and Lie-Nielsen. So when I run across a company that in my opinion falls very short it stands out.
I had bought one of the Sawstop throat plates with replaceable inserts from Infinity Tools soon after they first came out. Recently I went to their Web site to order inserts. The only inserts they listed were for the new version, which they said wouldn't work with the old version. They gave the part number for the proper inserts but the number wasn't found anywhere on the site and the link for the part just took you to the home page.
I called Infinity and was told that the vendor was only shipping new style inserts and they couldn't get the original version. I asked if they had any program to take care of their abandoned customers and was told I could buy a new plate for another $109.
Yes, I understand that I can make inserts for the plate. I'm backed up with enough projects that I don't want to spend the time building the jigs needed to make tools instead of furniture. The reason I bought the product in the first place was because it was a nice turnkey solution.
And yes, I understand that Infinity is at the mercy of their vendor. But the way they appear to be just abandoning customers who trusted them enough to invest in a new product they were promoting just left a bad taste.
Like I said, maybe I'm just spoiled. It reinforces why Lee Valley and Lie-Nielsen are the first places I shop. Infinity just moved much farther down the list.
Cliff
I had bought one of the Sawstop throat plates with replaceable inserts from Infinity Tools soon after they first came out. Recently I went to their Web site to order inserts. The only inserts they listed were for the new version, which they said wouldn't work with the old version. They gave the part number for the proper inserts but the number wasn't found anywhere on the site and the link for the part just took you to the home page.
I called Infinity and was told that the vendor was only shipping new style inserts and they couldn't get the original version. I asked if they had any program to take care of their abandoned customers and was told I could buy a new plate for another $109.
Yes, I understand that I can make inserts for the plate. I'm backed up with enough projects that I don't want to spend the time building the jigs needed to make tools instead of furniture. The reason I bought the product in the first place was because it was a nice turnkey solution.
And yes, I understand that Infinity is at the mercy of their vendor. But the way they appear to be just abandoning customers who trusted them enough to invest in a new product they were promoting just left a bad taste.
Like I said, maybe I'm just spoiled. It reinforces why Lee Valley and Lie-Nielsen are the first places I shop. Infinity just moved much farther down the list.
Cliff