Recent Customer Service Experiences - Lie Nielsen, Rob Cosman

[Ron Swanson Jr.]

It seems that when we experience a poor Customer Service interaction, it spreads like wildfire. but when the experience is positive, it doesn't. 

So I thought I would post about 2 recent expereinces, to give credit where it is due. 

 

LIE NIELSEN 

I was using my low angle block plane when it slipped out of my hand, shot up into the air, and landed hard on the concrete floor of my shop. The brass cap took the brunt of it. When I dissembled to survey the damage, I found the main tensioning screw, and the spinwheel, were both damaged pretty well. I tried to straighten out the spinwheel by heating it up with a torch and bending it back. I got it about 75% of the way there, but it still didn't function anywhere close to correctly. I didn't bother trying with the tension screw. 

 

So I emailed LN to inquire about ordering replacements. With zero prompting me from me, Liz informed me that an order had been created and the parts would arrive in a few days. I asked her "what do I owe you?". Nothing. They shipped them to me for free - Inlcuding the shipping. Needless to say, I was already a slobbering fanboy, and this didnt do anything to tamp that down. I was thrilled with this turn of events. And sure enough, the parts arrived a few days later and I was back in business. 

 

ROB COSMAN 

I ordered his dovetail saw and several other items. One day I noticed that a chunk had broken off of the handle of the saw. (I got the Swanstone handle - which a resin). I hadn't dropped the saw, or done anything that I know of that should result in a chip. So I sent them an email last night. I wasn't asking for anything, but wanted to let them know about it - so that if it happens again, I have it documented. I sent this email last night. 

This morning I woke up to an email from Rob himself - telling me that that should not happen, and they might have missed a small defect during QC - and they will gladly replace the handle for free. 

 Again, very pleased with the immediate response and the offer to make it right. 

Sometimes, not always, but sometimes paying that extra dough for premium products can yield other advantages. And maybe the RC case is a simple case of an 'expected' level of customer service - but more and more it seems like you don't even get the bare minimum of accountability from companies these days. I HATE HATE HATE being sold an extended  warranty. I feel like I shouldn't have to pay a store to back up their products. 

And so, I am trying to pay it forward by publishing these experiences. In hopes of possibly influencing other woodworkers to go ahead and make that purchase - and to feel good knowing that you will most likely be well taken care of if you have a problem. 

 

Take care all 

 

DC 

 

[drzaius]

Good to hear a positive report. 

[Chestnut]

Lie-neilsen is one of a kind.... i wish that kind of customer service was everywhere. I'd pay for it.

[chashint]

Thanks for posting. 

[Chet]

I had a similar situation with Festool.  I bought the OF 1400 a few months back but just recently went to use the guide bushing adapter, but as it turned out when the adapter was stamped in manufacturing, there ended up being a flat area and the bushing wouldn't sit flush.  I fixed it with my Dremel tool and everything was fine.  I did send Festool an email letting them know and that I had fixed it with the Dremel.  They sent back an email asking if I would be able to send them a picture of the area I had repaired, which I did.  Next day I get another email from Festool saying that a new adaptor was on its way.  

[Ron Swanson Jr.]

7 hours ago, Chet said:

I had a similar situation with Festool.  I bought the OF 1400 a few months back but just recently went to use the guide bushing adapter, but as it turned out when the adapter was stamped in manufacturing, there ended up being a flat area and the bushing wouldn't sit flush.  I fixed it with my Dremel tool and everything was fine.  I did send Festool an email letting them know and that I had fixed it with the Dremel.  They sent back an email asking if I would be able to send them a picture of the area I had repaired, which I did.  Next day I get another email from Festool saying that a new adaptor was on its way.  

Nice to win one, once in a while, @Chet! Thanks for sharing

[JohnDi]

Thanks for posting. I've been debating about buying a LN plane and I think you just made up my mind.

[Ron Swanson Jr.]

28 minutes ago, JohnDi said:

Thanks for posting. I've been debating about buying a LN plane and I think you just made up my mind.

Go for it sir. I seriously doubt you'll be anything but thrilled. I think they're the best quality planes available and the service is excellent. Great combination.