Ed
Established Member
Following on from my "Transtools - how not to look after customers" thread it's only fair to commend someone when they get it right.
I recently bought a Veritas bevel-up jointer when working in the USA. I only got a chance to play with it when I got home and noticed a minor problem with it. I dropped Rob Lee an email and asked about the best way to approach a fix. Whilst it was a very easy fix, Rob suggested sending me a new plane from Canada - "so that I'd always remember an excellent customer experience".
I was able to keep the old one until the new one arrived - none of this "pay for the new one and we will refund you when you return the faulty one" malarky you get with some suppliers.
My postage to send it to Brimarc was also refunded. Incidentally Brimarc were also very polite and helpful, especially considering I had not bought the plane through them. I just managed to catch them before they also sent me a replacement plane. One man can have too many Bevel-Up Jointers!
So in essence - a big thumbs up to Lee Valley and Brimarc.
It's not a perfect world and every now and then in life things do go wrong - it's how you put it right that counts.
Cheers
Ed
I recently bought a Veritas bevel-up jointer when working in the USA. I only got a chance to play with it when I got home and noticed a minor problem with it. I dropped Rob Lee an email and asked about the best way to approach a fix. Whilst it was a very easy fix, Rob suggested sending me a new plane from Canada - "so that I'd always remember an excellent customer experience".
I was able to keep the old one until the new one arrived - none of this "pay for the new one and we will refund you when you return the faulty one" malarky you get with some suppliers.
My postage to send it to Brimarc was also refunded. Incidentally Brimarc were also very polite and helpful, especially considering I had not bought the plane through them. I just managed to catch them before they also sent me a replacement plane. One man can have too many Bevel-Up Jointers!
So in essence - a big thumbs up to Lee Valley and Brimarc.
It's not a perfect world and every now and then in life things do go wrong - it's how you put it right that counts.
Cheers
Ed