I've been dealing with Infinity Cutting Tools customer service since October 2021 and was wondering if my experience is the norm or if I am one of the unlucky few that has fallen through the cracks.
In October, I contacted Infinity customer service regarding a set of carbide tipped knives i purchased for the Dewalt 735 planer. I had initially thought that the knives were necessary as I was planning a large project in hickory. It turned out that I ended up using walnut, but I still installed the carbide tipped knives. They planed well without chipping the edges and I spent several days rough planing rough cut walnut with my 15" planer and letting them acclimate before finish planing them. When I was finally ready to glue up some panels, I noticed that the edges were not lined up and that the board faces were not parallel. I inspected the boards and the knives and found out that one side of the blades were ground about .030" more in the last three inches. Any board that went through the planer on that side was not parallel.
I ended up pulling those knives and installing a new set of Infinity HHS knives for the Dewalt 735 planer. These also had a slight deviation at the ends but were much closer to straight. They were about .004" off. I contacted Infinity customer service though their website and email and received no response. After a couple months, I called up and spoke to one of their reps and he told me that they responded to my email and requested additional photos. I never received that email and checked my Junk and Spam folders with no luck.
Anyway, I sent them the additional photos with the knives lined up against a straight edge as they requested. I still did not receive a response. I called again and spoke to another person and they assured me that they would make sure that the techs would see my email and respond. That was on December 13. I have yet to hear anything from the company.
I was under the impression that Infinity was one of the leading blade/knife makers available to us right now. Their slogan, "Only Our Service Exceeds Our Quality," seems that they at least want to be known for quality products and service. I spent $250 on these knives because I believed in their company, but these knives are unusable and not acceptable.
Has anyone else had such an experience with this company and if so, were you able to resolve the problem? Thanks for your input as I try to figure out how to deal with this.
Thanks, Dan