Laguna Tools Customer Support

[Frank Drackman]

I have to laugh at my recent interaction with Laguna Tools customer support.

A few weeks ago the switch on my LT 18 bandsaw died. I tried calling them to discuss the problem but it wasn't during their normal hours.

I used their online contact form to describe the issue and asked them to contact me. They never contacted me about the switch but had no problem putting my email into their marketing database so now I get spammed with their sale information.

[Mark Bolton]

That would be normal of anyone with any sense of business and web design. Some may ask, some may regard any form of contact as a party interested in your product.

Its definitely a bummer that online support from many sources can seem to be a bit lacking as of late. Perhaps due to spam, who knows. In my opinion its always best to make your contact via phone when the company is open. Emails are easy to miss and easier to get lost in a queue that is very long. The customer service comes in to the work day with a huge email queue to sift through AND the phone starts ringing and all goes to pot.

[Alex Zeller]

Laguna must realize that they are costing themselves lots of business. Rarely do people have great stories about support after purchase with them. It was one of the reasons why I didn't go with the 18 BX. I like the resaw capacity but unlike the LT 18 the BX being made in Taiwan had higher chances of needing tech support.

[glenn bradley]

Laguna must realize that they are costing themselves lots of business.



Laguna has ridden the love/hate roller coaster for years. Good followed by bad followed by good seems to be built into their business model.

[Alex Zeller]

If Laguna doesn't want to be in the market then they need to abandon the tools they are selling at hobbyist prices. I get that the guy who buys a LT18 is going to most likely be looking at it as an investment to make his shop produce more money while the guy who buys the 14|twelve is more likely to be a guy who is either retired or woodworking isn't his main line of work. But if they are going to sell the 14|twelve then they should provide the support needed. As for the OP that's not a cheap bandsaw. If his shop requires it to be up and running he may not be able to spend a lot of time during the day on the phone. Sending a note in the evening is a great option.

[Nick Shattuck]

Two things:

1. Laguna should not have put you on their marketing email list for filling out a support request form. That's just not right.
2. Having said that, I have to say that the phone support I received for a couple of minor issues with my 14BX was top notch. I think it started with a phone call, but the rest of the back-and-forth solving of the issue was done via email. Super helpful and they eventually solved the problem through thorough troubleshooting.

[Doug Dawson]

1. Laguna should not have put you on their marketing email list for filling out a support request form. That's just not right.


It's difficult to communicate with your customers if you have no way to contact them. Laguna saw a fork in the road, and they took it.

[Nick Shattuck]

It's difficult to communicate with your customers if you have no way to contact them. Laguna saw a fork in the road, and they took it.

I don't understand your comment. They have a way to contact him, they have his e-mail address. I don't know what that has to do with sending him marketing material.

[Doug Dawson]

I don't understand your comment. They have a way to contact him, they have his e-mail address. I don't know what that has to do with sending him marketing material.

What would you like Laguna to send to him? Birthday greetings? A recipe for a really good way to roast a duck so that the skin is crispy? Let's be real here. Use your imagination.

[Mike Wilkins]

Owner of 3 Laguna machines here. Only had to call twice and received prompt response both times. I will buy from them again in the near future.
Laguna got a lot of bad press several years ago about their customer service and they improved their response to their credit.

[Justin Rapp]

I own two Laguna machines, and thinking of a 3rd. I only have been in contact with Laguna for the purchase of my bandsaw, directly from them. I bought a demo that was on display at a trade show that was never used. Not even sure a blade was ever in it. The interaction I had with them multiple times during that sale and post-sale questions I had were perfect.

[Nick Shattuck]

What would you like Laguna to send to him? Birthday greetings? A recipe for a really good way to roast a duck so that the skin is crispy? Let's be real here. Use your imagination.

Uhh... maybe email him about his problem and not add his email address to the marketing list?

[David Buchhauser]

I have to laugh at my recent interaction with Laguna Tools customer support.

A few weeks ago the switch on my LT 18 bandsaw died. I tried calling them to discuss the problem but it wasn't during their normal hours.

I used their online contact form to describe the issue and asked them to contact me. They never contacted me about the switch but had no problem putting my email into their marketing database so now I get spammed with their sale information.


Pretty simple to submit a request to have them remove you from their marketing email list. As stated at the bottom of their Customer Service Request Form: "By submitting your private information, you are agreeing to receive information relevant to your inquiry. LAGUNA Tools does not sell or distribute this information in any way. You can unsubscribe at any time."
David

[Joe Hendershott]

Two things:

1. Laguna should not have put you on their marketing email list for filling out a support request form. That's just not right.


They surely did not 'put' him there as nearly all of such contacts are inserted into the database automatically. Could they write some software to prevent this? Of course, but I know of no company that does this.

[Robert Hazelwood]

I had a Resaw King break shortly after being put into use, and I believe I used the same online customer service contact form. I was happy with the service, they replaced the blade no questions asked.

[john lawson]

About 10 years ago I had need of some Laguna bandsaw parts and had a good experience.

About 5 years ago I was considering buying an upgraded used Robland 5 function slider with an 8' sliding table and I had a couple of questions about the extrusion and bearings, so I called Laguna service to ask them about it; they wanted over $100 to consult with me. I told them to tell Torben I would not be calling them again. They quickly changed their mind and answered my questions, but the bad taste is still there.

[mike stenson]

Uhh... maybe email him about his problem and not add his email address to the marketing list?

Yep, spam should be opt-in only as should any data collection performed on you (of which, there is a ridiculous amount). Although, like anything else this has been wonderful negative marketing.

[Nick Shattuck]

They surely did not 'put' him there as nearly all of such contacts are inserted into the database automatically. Could they write some software to prevent this? Of course, but I know of no company that does this.

C'mon man... somebody at Laguna made the decision to put email addresses submitted on contact forms into their marketing list. It doesn't just happen automatically. Computers aren't born with that ability, it has to be programmed.

[Barry McFadden]

The few times I had to contact Laguna (Brian Bennett)... I had great service...... I think some people just look for an excuse to complain about companies.....

[Frank Drackman]

The few times I had to contact Laguna (Brian Bennett)... I had great service...... I think some people just look for an excuse to complain about companies.....

I'm the OP on this thread. I can assure you that I don't look for an excuse to complain about customer service. My last post about customer service was to praise Target Coatings for their outstanding response to a problem I had.

My interaction with Laguna was really simple. My bandsaw was broken & I contacted them via their customer service form on their website. I requested that they contact me with information if they stocked, or could order, the part I needed. As requested on their form, I provided my email & phone number.

Instead of replying to my request they added my email address to their marketing database and started sending me promotional emails.

How can my actions be viewed as looking for an excuse to complain?

[Barry McFadden]

Phone them when they are open.... works well for me....

[Nick Shattuck]

Pretty simple to submit a request to have them remove you from their marketing email list. As stated at the bottom of their Customer Service Request Form: "By submitting your private information, you are agreeing to receive information relevant to your inquiry. LAGUNA Tools does not sell or distribute this information in any way. You can unsubscribe at any time."
David

So if you contact them through their online form you are agreeing to receive marketing material. That's pretty sleazy. Most places at least give you the option with a checkbox to opt out before submitting.

[Doug Dawson]

So if you contact them through their online form you are agreeing to receive marketing material. That's pretty sleazy. Most places at least give you the option with a checkbox to opt out before submitting.

Have you tried phoning them? We don't live in a perfect world.

[Nick Shattuck]

Pretty simple to submit a request to have them remove you from their marketing email list. As stated at the bottom of their Customer Service Request Form: "By submitting your private information, you are agreeing to receive information relevant to your inquiry. LAGUNA Tools does not sell or distribute this information in any way. You can unsubscribe at any time."
David


Have you tried phoning them? We don't live in a perfect world.

I'm not the OP. My original post in this thread was pointing out how putting the OP's email on their marketing list was wrong and that I've always had great service from Laguna.