I purchased a Tormek and several jigs from Hartville Tool when they had all the special offers going on. When I received the Tormek I went through all the setup routines and proceeded to sharpen a plane iron. Well no matter how hard I tried I could never get it to grind a square edge. I noticed that the leather wheel and the sharpening wheel had an enormous amount of up and down side to side movement not like what you would find in a bearing or bushing shaft. After further inspection I found that the bushing on the leather wheel side was shattered at the flange and had fallen out of the mount. Well as suspected I wasn’t very happy, I already had to wait to receive my Tormek as Hartville Tool was out of stock at the time of my order. Well I sent a not very nice e-mail that I shouldn't have to Hartville Tool and the only other address I had which was Tormek in Sweden. Well Hartville Tool was no help. On Monday, after sending this e-mail on the Thursday before Easter Friday I received an e-mail from Torgny Jansson, the founder and owner of Tormek. He was very apologetic and directed me to whom to contact at Sharptoolsusa, the USA warranty support, for the replacement parts. I called and spoke to Paul at Sharptoolsusa and without any question or delay he had my info and sent me out 2 new bushings and a replacement drive shaft. I was so pleased with the service I went online and ordered the small tool jig, the diamond truing tool and Sharptoolsusa’s great instructional DVD. The parts arrived and my Tormek was up and running as new. They also sent me a self addressed and stamped envelope for me to put the defective parts in to send back to Tormek. Well for some reason the post office postmarked the postage where it was purchased and the envelope was of no use. I sent an e-mail to Torgny at Tormek and Sharptoolsusa about the envelope and the next day Torgny sent me an e-mail apologizing and said that for my trouble he would ship me a jig of my choice at no charge. I had already purchased all the jigs I thought I would ever need so I asked about the planer/jointer knife jig. I said that I understood this was a very expensive jig and that I didn’t want this if it’s value was too much. I received a call from Jeff at Sharptoolsusa the next day and offered me the planer/jointer knife jig at half price which I bought. Sorry for being so long winded but I want people to know when a company like Tormek and Sharptoolsusa go out of their way to please a customer. We are all too quick to condemn when we receive bad service but I think we as consumers should praise when we receive exceptional service. I can say all my sharpening needs will be supplied with Tormek products purchased at Sharptoolsusa. Thanks for listening to me ramble
Reply With Quote
Originally Posted by Marty Baucom
but what counts is what is done after the mistake is made, what the person or company does to fix it.
