David Rose
06-11-2003, 2:40 AM
it comes to bad service. Therefore it's only fair to give praise when it's deserved.
Sneaky BIG gloat... for me at least! I got in a Leigh FMT last week. It is a nice piece of work. After cutting some test pieces, I had about five questions/issues. I emailed Leigh knowing that they would probably want to talk to me in person. Sho 'nuff! They tried to call me all day yesterday on our day off. Then I got an email asking *when* could they catch me?
I got a call from British Colombia this afternoon. Let me say, I am not too hard to "brush off" until I start to get really ticked with a company. But this guy (Ken) either knew all the right buttons to push or he really likes and enjoys woodworkers! Likely both. ;-) Whichever... I wanted to buy him supper after we finished! Lee Valley is the only other company who has made me feel (lastingly) good when I had problems. What is it about "these Canadians"? :-) I never felt any more welcome as a "visitor" than I did on a trip to Canada years ago, but that's another story.
I need to take lessons from Ken. He had my email in front of him and addressed each question. He agreed that each was an issue. He is sending parts immediately for two problems with another promised in the near future. He addressed the other two problems with suggestions that should work. We even visited (on his dime) about other potential uses for the FMT.
There was none of this "this ain't rocket science, Sonny" or "wood is going to move a foot anyway" talk. I really felt like I was talking to a woodworker who had pull where I needed it instead of a technician or salesman. Leigh has their "act together" on service. I had heard that about other companies too, but I have made several calls for service to several major companies and never got it... in the US. Sad. :(
David, who is still proud to be an US citizen
Sneaky BIG gloat... for me at least! I got in a Leigh FMT last week. It is a nice piece of work. After cutting some test pieces, I had about five questions/issues. I emailed Leigh knowing that they would probably want to talk to me in person. Sho 'nuff! They tried to call me all day yesterday on our day off. Then I got an email asking *when* could they catch me?
I got a call from British Colombia this afternoon. Let me say, I am not too hard to "brush off" until I start to get really ticked with a company. But this guy (Ken) either knew all the right buttons to push or he really likes and enjoys woodworkers! Likely both. ;-) Whichever... I wanted to buy him supper after we finished! Lee Valley is the only other company who has made me feel (lastingly) good when I had problems. What is it about "these Canadians"? :-) I never felt any more welcome as a "visitor" than I did on a trip to Canada years ago, but that's another story.
I need to take lessons from Ken. He had my email in front of him and addressed each question. He agreed that each was an issue. He is sending parts immediately for two problems with another promised in the near future. He addressed the other two problems with suggestions that should work. We even visited (on his dime) about other potential uses for the FMT.
There was none of this "this ain't rocket science, Sonny" or "wood is going to move a foot anyway" talk. I really felt like I was talking to a woodworker who had pull where I needed it instead of a technician or salesman. Leigh has their "act together" on service. I had heard that about other companies too, but I have made several calls for service to several major companies and never got it... in the US. Sad. :(
David, who is still proud to be an US citizen