William Hutchinson
06-23-2007, 9:22 AM
I've lurked here over the years and many thanks to the members whom passed along great knowledge and information. Recently I moved to Athens, TN. My tools are in storage while the shop is being wired, insulated and sheet rocked. When finished, this will become the base of operations for the renovation of a 104 year old farm house.
This is my first post with a happy ending; I hope. The purpose of posting is to tell others the positive side of good company service, when things go wrong. And other than buying stuff, I don't have any affiliation with this business.
I read the saga of the damaged General 14" jointer with great interest, since I have a Delta Band Saw in transit. Amazon's recent deal on the saw was too good to let pass. I've ordered most of my tools online without any shipping problems. However, when the saw arrived with a torn plastic bag sitting loose on a pallet, I had a bad feeling.
http://i3.photobucket.com/albums/y66/wlhutch/BanSawPallet.jpg
Taking the advice from the "General Jointer Damage" post, I had my camera ready and examined the saw and contents of the boxes. When I asked the driver why the saw was shipped unbolted on the pallet he said, the saw was received laying down on a crushed pallet. His company uprighted the saw and placed it on the pallet you see pictured above.
http://i3.photobucket.com/albums/y66/wlhutch/UpperDoorDamage.jpg
It seems the 400 pound saw had fallen damaging the upper door. These doors are heavy gauge steel and it would have taken extreme force to cause that dent.
http://i3.photobucket.com/albums/y66/wlhutch/Blandguard.jpg
Further examination revealed the upper blade guide/guard mechanism was knocked out of alignment causing contact with the wheel.
After making extensive notes on the shipping papers and photographing the damage, I contacted Amazon customer service by phone. Christina was helpful, in her broken English, gathering the required information. She said I should be contacted by a representative in one day.
I thought this was the beginning of a long frustrating tale of woe.
Later that day, I received this email from Bert G:
I'm very sorry to hear that the bandsaw was damaged. Unfortunately,
from the message we received, it was not clear if the whole saw needs
to be replaced, or if you just need some parts. I tried to call you,
but there was no answer.
Please write back and let us know if we should send a new saw, or if
you prefer replacement parts. If requesting parts, please include
the serial number of your saw, and the part numbers needed.
I email back stating the damage and requested a new saw.
To make a short story long, Amazon is shipping a new saw and will pick up the damaged one. I received an email with the tracking information the next day. Bert G was sorry for the inconvenience and said this would be done without any additional cost.
I should have the new saw on July 2 and the damaged one returned the same day.
Obviously I'm pleased with Amazon's method of problem resolution. I assume the details of sorting out fault will be done without my involvement or hassle. Thanks to Christina and Bert G.
This is my first post with a happy ending; I hope. The purpose of posting is to tell others the positive side of good company service, when things go wrong. And other than buying stuff, I don't have any affiliation with this business.
I read the saga of the damaged General 14" jointer with great interest, since I have a Delta Band Saw in transit. Amazon's recent deal on the saw was too good to let pass. I've ordered most of my tools online without any shipping problems. However, when the saw arrived with a torn plastic bag sitting loose on a pallet, I had a bad feeling.
http://i3.photobucket.com/albums/y66/wlhutch/BanSawPallet.jpg
Taking the advice from the "General Jointer Damage" post, I had my camera ready and examined the saw and contents of the boxes. When I asked the driver why the saw was shipped unbolted on the pallet he said, the saw was received laying down on a crushed pallet. His company uprighted the saw and placed it on the pallet you see pictured above.
http://i3.photobucket.com/albums/y66/wlhutch/UpperDoorDamage.jpg
It seems the 400 pound saw had fallen damaging the upper door. These doors are heavy gauge steel and it would have taken extreme force to cause that dent.
http://i3.photobucket.com/albums/y66/wlhutch/Blandguard.jpg
Further examination revealed the upper blade guide/guard mechanism was knocked out of alignment causing contact with the wheel.
After making extensive notes on the shipping papers and photographing the damage, I contacted Amazon customer service by phone. Christina was helpful, in her broken English, gathering the required information. She said I should be contacted by a representative in one day.
I thought this was the beginning of a long frustrating tale of woe.
Later that day, I received this email from Bert G:
I'm very sorry to hear that the bandsaw was damaged. Unfortunately,
from the message we received, it was not clear if the whole saw needs
to be replaced, or if you just need some parts. I tried to call you,
but there was no answer.
Please write back and let us know if we should send a new saw, or if
you prefer replacement parts. If requesting parts, please include
the serial number of your saw, and the part numbers needed.
I email back stating the damage and requested a new saw.
To make a short story long, Amazon is shipping a new saw and will pick up the damaged one. I received an email with the tracking information the next day. Bert G was sorry for the inconvenience and said this would be done without any additional cost.
I should have the new saw on July 2 and the damaged one returned the same day.
Obviously I'm pleased with Amazon's method of problem resolution. I assume the details of sorting out fault will be done without my involvement or hassle. Thanks to Christina and Bert G.