I had a cool experience yesterday. Somewhere along about September 2020 I purchased one of Jessem's Ultimate Excel II router table packages. All and all it's probably the nicest and most accurate tool I own. It came with what they call a TA Fence. The fence has a jointer module feature where you can micro-adjust the fence face on the outfeed side of the bit in or out so you can perform actions similar to a jointer.
Well, the feature never worked well because one of the two adjustment knobs was extremely difficult to turn from the get-go. I'm talking channel lock pliers hard to turn. I hardly ever need that feature, so I just lived with it. However, I'm going to need to use it in the near future. So, I sent Jessem Customer Service an email explaining my problem and asking for advice on how to fix it.
All I was hoping for was maybe for them to sell me a replacement part. But a little while later I found myself needing to pick my jaw up off the floor because they replied that they were sending me an entire new TA fence. And if I didn't mind would I put the old fence in the box and use the prepaid label they were also sending to return the defective item to them. The nice lady, her name was Phyllis, said the part in question was not really a user serviceable part.
Wow, just, Wow! That's a $450 + shipping fence they were willing to replace to make sure it worked well after that much time. To say I'm impressed doesn't even begin to cover it. Everybody likes to complain when something goes wrong, and I get that. But I just thought service that exemplary should be shared and applauded.
Dan
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Originally Posted by Greg Quenneville
