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Thread: LV Forstner Bits - Is this an issue?

  1. #16
    Join Date
    Nov 2013
    Location
    Waterford, PA
    Posts
    1,225
    Well, I know lots of you have had good customer service from Lee Valley, but I'm beginning to wonder if it is the right company for me to do business with. As you know, I purchased set of Forstner Bits and they arrived with nicks in the cutting edge. So far, here's the chain of events:

    10/10 Placed Order

    10/16 Received order with damage to edges and returned for exchange the same day.

    10/24 Checked with LV and they indicated they received the return 10/22. They said they would ship in another "few" days. I indicated that this was a problem and they agreed to "expedite", but it would take extra time because they were going to check the replacements before shipping. They would e-mail or call later in the day. Heard nothing, so I just called them again. They have not shipped and probably won't get to USA until Monday/Tuesday. If the first shipment is any indication, I won't receive them until 11/4 ish.

    I guess if this is "great" customer service, I will shop elsewhere. Sorry I can't be a raving fan.

  2. #17
    Join Date
    Jun 2012
    Location
    New Westminster BC
    Posts
    2,981
    If I understand your last post you checked with LV today (10/24) and they said they would get back to you later in the day. According to my calendar it's still today. I think you are being overly critical, just my opinion.

  3. #18
    Join Date
    Jun 2003
    Location
    Northern Michigan
    Posts
    490
    Try using this email.
    rlee@leevalley.com
    Bet you get an immediate reply!

    Rob works late so could be in the evening when you hear back.

  4. #19
    Join Date
    Aug 2014
    Location
    Silicon Valley, CA
    Posts
    1,048
    Quote Originally Posted by Lisa Starr View Post
    Well, I know lots of you have had good customer service from Lee Valley....
    Sorry you're having trouble. You caught them at a real bad time. They just switched their website from very old (but well tuned) code to modern (but still needing work) code and that seems to have sucked up most of their energy. They told me it's just the website and their CS, warehouse, etc software is unchanged. But there are clearly interactions and those have been affected some too. So be cautious until the issues all play out, but don't give up on them forever. I'm sure they will be back to the level of service we expect before too long.

  5. #20
    Join Date
    Jun 2015
    Location
    Northern California
    Posts
    663
    The roller froze on my MkII honing guide and developed a flat spot before I realized it. Totally my fault, as I hadn't oiled it for a while. I called and ordered a replacement roller, which I received in 2 business days. It came from their Sparks, NV warehouse, so that probably made it quicker. But they didn't charge me for shipping and I bought the honing guide years ago. All I will say is be patient, they're a righteous company.

  6. #21
    Join Date
    Nov 2013
    Location
    Waterford, PA
    Posts
    1,225
    Just wanted to post a quick update. In the end, I received a replacement set of the Forstner Bits and they are fantastic! I'm still a bit put off by the amount of time it took LV to turn the exchange around, but considering the new website, I can "forgive them". I will order from them again, should the need arise.

  7. #22
    Join Date
    Jun 2012
    Location
    New Westminster BC
    Posts
    2,981
    Glad it worked out for you and thanks for the update.

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