Fred Oliver
07-26-2008, 12:21 PM
Recently I had a couple of good customer service experiences and want to share them with this Forum, particularly since both gentlemen are members and contributors here.
When I owned and ran a medical practice, my thought was, "If you have a concern or problem, let me know. If you are pleased or satisfied, tell your friends."
I bought three of Doug Thompson's turning tools (www.thompsonlathetools.com (http://www.thompsonlathetools.com)) and have been very, very pleased with them. Last weekend the 3/8 V-bowl gouge snapped off from a catch, and I was concerned that I'd broken a nice tool with some stupid novice error by overextending the projection off the tool rest. I emailed Doug with details of the event, and within four hours he sent this email:
Thank you for writing, I'll send another one out tomorrow. The overhang wasn't too much, nor was the diameter to rpms, I overhang the 3/8V farther than that in my turnings. I've tried to break the smaller tools, it does take a good sharp hit to break them. The steel must have had a weak spot to break before the rest. Do you see any void in the steel where it broke? I can't really test the piece that broke so there is no reason to return it. This is a first.
I got the replacement gouge and just placed an order for more of Doug's turning tools. (They cut really, really well and stay sharp a long, long time.)
I'm giving Doug a gold star for producing high-quality and competitively-priced tools and another gold star for excellent customer service and support.
Recently I ordered sanding pads and discs from Vince (www.vinceswoodnwonders.com (http://www.vinceswoodnwonders.com)) and found that the 150-grit 2" pads were separating from the adhesive backing. (No problems with the 3" discs, nor with any other grits.) I emailed Vince about this, and he called me within minutes to discuss the issue. He said that sometimes at the beginning or end of a sandpaper roll, there's not enough adhesive applied, and he asked me to return the defective discs so he can show them to his supplier. He has sent me replacement 150-grit discs and included some extra items to cover my costs for the return postage.
Vince gets a gold star for excellent customer service.
Fred
When I owned and ran a medical practice, my thought was, "If you have a concern or problem, let me know. If you are pleased or satisfied, tell your friends."
I bought three of Doug Thompson's turning tools (www.thompsonlathetools.com (http://www.thompsonlathetools.com)) and have been very, very pleased with them. Last weekend the 3/8 V-bowl gouge snapped off from a catch, and I was concerned that I'd broken a nice tool with some stupid novice error by overextending the projection off the tool rest. I emailed Doug with details of the event, and within four hours he sent this email:
Thank you for writing, I'll send another one out tomorrow. The overhang wasn't too much, nor was the diameter to rpms, I overhang the 3/8V farther than that in my turnings. I've tried to break the smaller tools, it does take a good sharp hit to break them. The steel must have had a weak spot to break before the rest. Do you see any void in the steel where it broke? I can't really test the piece that broke so there is no reason to return it. This is a first.
I got the replacement gouge and just placed an order for more of Doug's turning tools. (They cut really, really well and stay sharp a long, long time.)
I'm giving Doug a gold star for producing high-quality and competitively-priced tools and another gold star for excellent customer service and support.
Recently I ordered sanding pads and discs from Vince (www.vinceswoodnwonders.com (http://www.vinceswoodnwonders.com)) and found that the 150-grit 2" pads were separating from the adhesive backing. (No problems with the 3" discs, nor with any other grits.) I emailed Vince about this, and he called me within minutes to discuss the issue. He said that sometimes at the beginning or end of a sandpaper roll, there's not enough adhesive applied, and he asked me to return the defective discs so he can show them to his supplier. He has sent me replacement 150-grit discs and included some extra items to cover my costs for the return postage.
Vince gets a gold star for excellent customer service.
Fred