Thursday, December 20, 2007

A Pleasant Surprise

I get such bad service from people at different companies that I work with so frequently, that I often don’t ask for help.

For example: we recently bought a dozen soldering irons and the tips on them went bad quickly, one within 24 hours and most didn’t last a week. When I mentioned it to my distributor, my sales gal told me to send them back in so they could evaluate them. I had already thrown them out, I had taken a picture of all of them in a pile, but that wasn’t good enough. I didn’t lose any sleep over the incident, but it does illustrate my attitude towards products. I figure no one is going to support their inferior products and if I have to replace them for my clients, I’ll be the one eating the cost.

No big deal, I just don’t expect much and so I’m not disappointed.

Last year I bought an Inland Wizard grinder to replace an old grinder that had worn out. I chose it because it has a nice wide table and I thought it looked pretty professional. But the first time I went to move the grinder bit, the set screw was frozen. So I drilled it out and after much beating and pounding, I got the grinder bit off, but I had damaged the motor and the grinder was toast. I simply tossed it in the trash and ordered a new one, which I’m careful to keep lubricated properly to prevent a bit from freezing.

So when my new Twin Spin Grinder from Inland had a frozen set screw, I was careful. I first ordered a new grinder bit so that I could repair the grinder and keep it in service. Then I used caution in how I drilled out the grinder bit so that I wouldn’t put unnecessary strain on the shaft and the motor. But still, by the time I got the grinder head removed, the motor and shaft had a bad wobble. This time, I didn’t feel like tossing the grinder since I had that replacement head and I don’t think they go bad very often, so I took the grinder apart and found that it would be easy to replace the motor if I had one. My distributor didn’t carry them so I had to look on-line.

When I got to I found contact information and called customer service. What a surprise! They INSISTED on helping me. First, the fellow wanted me to send in my grinder so he could fix it. When I explained that it was taken apart and it would be easier to just buy a replacement motor, he insisted that I send the motor to him so he could replace it. Turns out that the grinder has a 5-year warranty. I couldn’t believe it. Makes me wish that I hadn’t thrown out that other grinder. Guess what brand of grinder I’m buying to replace that other one that’s over 20 years old?
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