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Thread: Woodcraft Good Customer Service

  1. #1
    Join Date
    Oct 2006
    Location
    Tokyo Japan
    Posts
    15,807

    Woodcraft Good Customer Service

    Recently I ordered the Freud Adjustable Tenon Cutter 99-761 and the optional glass panel door cutter # 54-760on the 29th of December. The package came the other day, the service was quick, but the contents were damaged.

    This is the email I sent to their customer service....

    Greetings and a Happy New Year.

    As you can see, I ordered the Freud Adjustable Tenon Cutter 99-761 and the optional glass panel door cutter # 54-760 from you on the 29th of December.
    I'm very pleased with the quick service, but the packaging was not very good.

    I've included a number of pictures showing the problem.

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    This is the view that greeted me when I removed the top layers of paper from the box, the cutters were loose inside their enclosures. For the item on the left, the "Optional Glass Door Panel Cutter #54-760, as it had only plastic to bang into, it is not damaged, but the item on the right, well, there are a lot of chipped carbide tips, as the following pictures will show.....

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    You can see the damage to the plastic base as well

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    It looks to me like the glue holding the plastic inserts let go, I think that this is partly a fault of the way Freud packages the items, but also the fact that your shipper laid the boxed on their backs, and did not stand them upright.

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    The chips on the carbide are substantial, I am sure that they will not preform well in this state.

    Now at this point what do we do about the problem?

    I would very much like the one set replaced, the #99-761 the Adjustable Rail and Stile Router Bit Set, Ogee Profile 1/2" shank Freud.
    The other item is fine, and will be no problem to use.

    I need this set for a project that is already in the works and I hope this can be dealt with quickly so that I am not delayed.
    I would also suggest that the package be opened and some foam or something be placed inside so that this could not happen again.

    Please advise

    Stuart Ablett
    Tokyo Japan
    Within 24 hours I got this response from Woodcraft....

    Stuart,

    I am sending a replacement order out to you today via FedEx Economy Service. This should take about 3-4 business days. This order is of no charge to you. I have spoke with my Returns Dept regarding the return of the damaged item. Due to high cost of shipping and we are not able to send this item back to Freud, we would be forced to sell this at our local Store under Closeout at a greatly reduced price. So it is not worth you sending this back. Please just dispose of it.

    Thanks,
    Karen
    Woodcraft Customer Service
    1-800/535-4482 ext 2504
    I am satisfied with their response, and the speed of their response impressed me too. I have had very few problems with Woodcraft in the past, and each time when brought to their attention, my concerns were dealt with swiftly and fairly. I will certainly keep Woodcraft on my list of companies that I choose to do business with, and I just wanted to share this "Good" customer service report with you all.

    Cheers!
    The pessimist complains about the wind; the optimist expects it to change; the realist adjusts the sails.
    William Arthur Ward

  2. #2
    Join Date
    Dec 2007
    Location
    Billings Missouri near Springfield Mo
    Posts
    4,552
    Its good to hear good stuff for a change. We always hear it loud and clear when bad but not often enough when it goes right.

    Jay
    A Turn N Time
    Components for John Smith Organs and the Hobby Organ Builder

    Frog Pond Guitars


    Before you criticize someone, you should walk a mile in their shoes. That way, when you criticize them, you're a mile away and you have their shoes.

  3. #3
    Join Date
    Aug 2007
    Location
    Reno NV
    Posts
    13,361
    Quote Originally Posted by Stuart Ablett View Post
    It looks to me like the glue holding the plastic inserts let go, I think that this is partly a fault of the way Freud packages the items, but also the fact that your shipper laid the boxed on their backs, and did not stand them upright.
    Just wondering if it would make any difference to the way the cutter boxes were oriented in the packaging. Seems like there would be an awful lot of opportunity for a package to get tossed around, inverted, and/or impacted being shipped that far. Heck, I'd imagine they could break loose just being shipped to the next city

    Good to hear about the great CS though!

  4. #4
    Join Date
    Nov 2006
    Location
    Constantine, MI
    Posts
    7,890
    Yep. Them's good people.
    Host of the 2017 Family Woodworking Gathering - Sunken Wood

    “We all die. The goal isn't to live forever; the goal is to create something that will.” - Chuck Palahniuk
    www.wrworkshop.com

  5. #5
    Join Date
    Jun 2008
    Location
    GTA Ontario Canada
    Posts
    12,258
    Good news Stu this is the time when it counts so they stood up, looks like Freud could learn a lesson here. Their packaging is made more for show case presentation that mail order shipping. Now you look at the way a lee valley cutter comes to you and its been dipped in that thick plastic varnish stuff to protect not only the cutter from damage but your hands too when you remove it from the packaging.
    cheers

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