daveferg
member
Registered: 02/19/02
Posts: 39816
Loc: Cloverdale, CA, USA
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First off---a company that constantly works to improve their product IS top notch IMO. I'd rather do business with a company that is trying to improve products rather than be satisfied with business as usual.
Maybe a company doesn't have the duty to replace a part out of warranty-----but when the part was flawed in the first place, it's call good customer relations to replace a flawed part for free. Many times, Delta would replace parts for free----and not even ask for proof of a warranty being in effect.
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Dave
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JR1
Member
Registered: 09/09/10
Posts: 6644
Loc: Teller country, Co, USA
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Its not an issue of replacing the part but of carrying replacement parts for a reasonable time. If they has said "you can get it from xxx repair" that would hae been fine although not great. Replacing it for a nominal charge or free would be superlative.. Haing the part available would be what I would expect 
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homo homini lupus
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BloomingtonMike
Member
Registered: 12/11/04
Posts: 6951
Loc: Bloomington, IL
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Your note to a generic CS mailbox should have asked for parts or service phone number with a please and thankyou. Not a description of the problem. Then you call that number with your CC in hand ready to buy your out of warranty part to get it fixed. Its that tech that can get you the part for free btw not the generic mailbox answer person. An attitude or a feeling of entitlement might just get you a delay in order processing 
I read their response as someone answered that could not help you but still wanted to direct you to someone that could. I also believe they felt like you questioned their parts quality in your note and they wanted you to know thay are trying to do better.
I voted yes if you care.
Dont you have a few crazy drill presses by now
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Mikie's Shop
Glad its my shop I am responsible for - I only have to make me happy.
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BloomingtonMike
Member
Registered: 12/11/04
Posts: 6951
Loc: Bloomington, IL
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daveferg said:
First off---a company that constantly works to improve their product IS top notch IMO. I'd rather do business with a company that is trying to improve products rather than be satisfied with business as usual.
Maybe a company doesn't have the duty to replace a part out of warranty-----but when the part was flawed in the first place, it's call good customer relations to replace a flawed part for free. Many times, Delta would replace parts for free----and not even ask for proof of a warranty being in effect.
+1!!
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Mikie's Shop
Glad its my shop I am responsible for - I only have to make me happy.
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Mr_Mike
Rocketeer
Registered: 03/02/03
Posts: 20375
Loc: So Cal, USA
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JR1 said:
Its not an issue of replacing the part but of carrying replacement parts for a reasonable time. If they has said "you can get it from xxx repair" that would hae been fine although not great. Replacing it for a nominal charge or free would be superlative.. Haing the part available would be what I would expect
And based on the OP. we have no answer for that.
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Rocket Science is more fun when you actually have rockets.
"The Constitution is not an instrument for the government to restrain the people, it is an instrument for the people to restrain the government." -- Patrick Henry
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goaliedad
Member
Registered: 12/18/06
Posts: 9134
Loc: northwest Michigan
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I voted no before I read all of the responses. I would expect the customer service department to forward the issue to the parts department instead of asking the customer to contact them.
Given the fact that they know the part is inferior, I would hope they would have the part available, at a reasonable cost.
The response was too much about what the company is doing in general, not enough in direct response to the customer issue.
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We are all manufacturers. Making good, making trouble, or making excuses. -- H. V. Adolt
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Joe Connors
Honored Veteran
Registered: 09/24/04
Posts: 757
Loc: Colorado Springs, CO
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BloomingtonMike said:
Your note to a generic CS mailbox should have asked for parts or service phone number with a please and thankyou. Not a description of the problem. Then you call that number with your CC in hand ready to buy your out of warranty part to get it fixed. Its that tech that can get you the part for free btw not the generic mailbox answer person. An attitude or a feeling of entitlement might just get you a delay in order processing
I read their response as someone answered that could not help you but still wanted to direct you to someone that could. I also believe they felt like you questioned their parts quality in your note and they wanted you to know thay are trying to do better.
I voted yes if you care.
Dont you have a few crazy drill presses by now
I guess I'm confused. The OP did not post the content of his email to the CS. We only have the CS response to his email. How do you know what his email to the CS stated? How do you know that he related a "attitude or a feeling of entitlement" to the CS?
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Joseph Connors
The new Golden Rule .....
Those with the Gold make the rules!
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erebus
Member
Registered: 04/11/12
Posts: 51
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Not wanting to stray from the topic, IMHO, depending on the application of the tool, I always shop for used vintage power tools to avoid the, sometime inferior quality of off shore replicas. The difference between replacing parts on a well manufactured shop tool and trying to deal with an inferior machine is that you get an offshore part that is likely no better than the one you want to replace.
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john109
Member
Registered: 02/01/09
Posts: 435
Loc: MS/AR
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I've got a 4 or 5 yr old digital camera. Stopped working a few months ago, 1 yr warranty. If I needed new camera, I'd consider the company. Got plenty of similar examples. Buy the dang part and quit trying to trash the company. Or not and buy a new Chi-wanese drill press.
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Texan
Member
Registered: 09/05/06
Posts: 704
Loc: Manassas, VA
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I said "no." I felt that their response provided a lot of information, except what you really needed... a replacement part number, or a link to it on their website. They gave you a phone number to call instead. Also, they pretty much admit to having inferior products, so that is a big turn off as well.
I don't fault them for not replacing the part free of charge. It lasted you 4 years and, although I'm sure you are an honest person, they have no obligation to take people at their word long after a warranty has expired.
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