Jessem Specials

[DynaGlide]

Router the holes slightly larger, tap new threads for the right sized thread insert. The steel threads will actually be stronger. Although I personally wouldn't worry about it as the load on the screws is very minor in reality. That's a really nice router table top

I'm past worrying about it. It is a nice top. Much much larger than the CMS I had before. Probably put a mast r fence on it down the road.

 

[Lincoln]

Router the holes slightly larger, tap new threads for the right sized thread insert. The steel threads will actually be stronger. Although I personally wouldn't worry about it as the load on the screws is very minor in reality. That's a really nice router table top

I'm past worrying about it. It is a nice top. Much much larger than the CMS I had before. Probably put a mast r fence on it down the road.

[member=65062]DynaGlide[/member] - Which lift/plate are you going to be using? I just this week upgraded to the Incra and couldn't be happier. Looks like I have one of those 'Spinrite' motors, sold under a different name down here in Australia. Had it for a couple of years, no problems with it so far.

 

[blues]

I just received my top. I'm kinda bummed. I feel like they did a bait and switch. On the website they show separate extra holes. What I received is very questionable as the holes are compromised.

That's not good. Can you talk to them...or return the item?I ordered too... huh. Am yet to check.

I received my top today Matt.. and it's pathetic..even the top surface has damage..and look at the bottom.. some one did not know what they were doing and drilled so many holes! Is this top even usable? I'm so unhappy. I ordered the motor and slides too. I think i should just return it all. Your cs experience does not seem encouraging..dont know what to do.

 

[ewils91]

Good luck, I hope your experience is better than mine.

[member=3730]ewils91[/member] I wasn't sure what to expect until I got this e-mail back:

"You can ignore my earlier email now that I found this one with photos.

The lift you received happens to be one that DID NOT have any wrongly-machined holes.

That is why you don’t have “extra” holes.

You have a perfectly-manufactured Mast-R-Top and just lucky enough to have paid a reduced price for it."

Riiiiiight. I think their CS people need new glasses.

I'm very sorry to hear that. I genuinely was hoping that your experience would have been better. I've been traveling today and just got a chance to reply. I spent no less than 4 hours on the phone with them over the course of 6 or 7 days and too many emails to count trying to get a satisfactory resolution to an issue I had with One of their Pow-R-Tek router motors that died with about 15 minutes of light use. This is not the Jessem I remember from years past. I asked to speak to the manager and was told, hold on for this, that he was too busy to speak to me and even if he wasn't he probably wouldn't anyway.  [eek] That ended any money of mine ever seeing its way to them ever again.

 

[Muttley000]

Wow, what a sad thread to read.  I’ve had great luck, but now worry if that will continue. Thanks for sharing!

 

[DynaGlide]

[member=53591]Blues[/member] I'm sadly comforted to know I'm not the only one they tricked. I'm really sorry to see your pictures. With yours I think you would be completely justified to return or exchange given the damage to the top. The description clearly states the top side is unaffected.

This also confirms to me they posted a picture of the best of the batch knowing full well what they were doing.

 

[DynaGlide]

I think it's high time Hans and his team [member=61691]TSO_Products[/member] get into the router table game. They're certainly equipped to do it and their customer service alone would put the competition to shame.

 

[ewils91]

I think it's high time Hans and his team [member=61691]TSO_Products[/member] get into the router table game. They're certainly equipped to do it and their customer service alone would put the competition to shame.

I never gave this a thought, I, for one would like to see this. I have an almost new Ultimate Excell II package as a trade in.  [big grin]

 

[blues]

I have initiated a message to them with pictures asking for a full refund and return shipping label. I hope they honor. Else will feel very cheated. No matter how big or small a business is ..integrity is key and customer satisfaction will decide the fate of that business. Exactly like what you said Matt.. pictures shown and description was misleading. I would never have bought if these pictures were shown. I hate wasting time on the phone.. fighting to resolve these issues.. ahhh.

 

[DynaGlide]

[member=53591]Blues[/member] Keep us posted.

 

[ewils91]

I have initiated a message to them with pictures asking for a full refund and return shipping label. I hope they honor. Else will feel very cheated. No matter how big or small a business is ..integrity is key and customer satisfaction will decide the fate of that business. Exactly like what you said Matt.. pictures shown and description was misleading. I would never have bought if these pictures were shown. I hate wasting time on the phone.. fighting to resolve these issues.. ahhh.

I wish we had a "Like" button here for me to click on. I told them that my measure of a company was not how they reacted when things were going well, but how they dealt with their customers when things went wrong. Thanks, and please keep us posted.

 

[festal]

I think it's high time Hans and his team [member=61691]TSO_Products[/member] get into the router table game. They're certainly equipped to do it and their customer service alone would put the competition to shame.

Woodpecker makes them. Not cheap but customer service is impeccable. Incra too but wait times are killer

Sent from my iPhone using Tapatalk

 

[cpw]

Woodpecker makes them. Not cheap but customer service is impeccable. Incra too but wait times are killer

My woodpecker lift is good.  If someone is going to make a new lift, something like the discontinued sidewinder would be nice.  The woodpecker above table adjustment wheel is just a bit hard to turn and the wrench isn't that precise.

I wish I left more room though for the fence adjustment when I cut the hole in my sawstop table.  At the time, you could purchase a replacement top easily; but they are no longer on the parts store.  That was my own mistake though.  Without the micro adjust there is plenty of room, but if you add the micro adjust I have barely enough.

 

[xedos]

why don't you fellas just get your cc co. involved and claim jessem didn't send what you ordered.

that'll get their attention.

I'd also send mgmnt. a link to this thread and the other woodworking sites where this is being discussed.

 

[Crazyraceguy]

[member=53591]Blues[/member], I would say that the damage to the corner of the second pic was probably not them. That came from the original manufacturer of the phenolic itself. However, they certainly should have cut around it. That kind of thing happens. We get flawed materials in the cabinet shop all the time. It's how you handle it that matters. For us, it is recorded/documented as soon as it is noticed, whether that is the receiving/inventory people or one of us as the users. Then, if it is a piece that can be cut around or saved for later, where it might, we just mark it and move on to another piece. With some products there is some waste (off-cuts/drop) so there is no point in chasing after it too early.
This however should never get to a customer.
That Swiss cheese is not acceptable in any way. I'm actually surprised that they let something that bad get out? Makes the company look bad, no matter the cost.
I have kind of always thought that it looks bad for a company to sell seconds/blems. Rigid had a bit of a problem with that years ago. They were so well known for it that people would delay purchases of new products to get one from the discount program.
There is a huge exception to this for the Festool stuff though. They are well known for the 30 return thing to the point where people around here abuse it as a rental program. So there are perfectly good (factory passed and retail sold) returned products on their discount site.

 

[blues]

Reply from Jessem
Quote
As mentioned in my first email, the description of the factory-second version of the Mast-R-Top clearly stated the top may have imperfections, blemishes or mis-machined holes that were corrected.

You can return it for a refund, but you have to pay the shipping cost to do so.

As that box is large, the shipping cost may exceed $50.

Perhaps it is more economical for you to attempt to sell the Mast-R-Top locally on another website.

Or, reach out to a local woodworking club to see if one of their members is interested in buying an imperfect JessEm top at more than 50% off the regular price.

Quote

Unbelievable... consistent with what you experienced Matt. NEVER BUYING A JESSEM PRODUCT EVER AGAIN. Wondering what my next steps should be.

 

[ChuckM]

Agreed -- Unbelievable.

 

[edwarmr]

[member=53591]Blues[/member]

Send Jessem this line from their product description:
“Even though the tops are perfectly flat and the quality of the material is still perfect, this imperfection on the underside of the top gives us a need to sell the tops at a very reduced cost.”

 

[John T.]

[member=53591]Blues[/member]
That Swiss cheese is not acceptable in any way. I'm actually surprised that they let something that bad get out? Makes the company look bad, no matter the cost.

I used to work at a high end cooler (ice chest) company that would sell scratch and dent at their warehouse. It was a really popular program, but they were picky about what they would sell (and eventually discontinued the program). If the defect was noticeable then having it out in the field was a poor reflection on the company.

These defective tops are on the internet now and no question it is damaging their brand more than the small amount of money they recouped versus scrapping.

 

[blues]

Sent this note back to their CS.
______________________________
The topside has damage that renders it useless. Dont know how you even shipped these to a customer!

Reproducing verbatim from your website ..
Quote
“Even though the tops are perfectly flat and the quality of the material is still perfect, this imperfection on the underside of the top gives us a need to sell the tops at a very reduced cost.”
Quote.

As per the description the imperfection is on the underside. The problem is the topside is damaged and the "quality of the material is NOT perfect" and is not in line with the description stated. 

Could you please review and process an RMA with "return shipping label" for a full refund for the COMPLETE order? YES I want to return all items as i dont have any trust that i would get proper support for any product you sell. 

This is my 1st experience buying your product. Even though i bought factory seconds i had high expectations that the products you sell would be backed by decent customer service. Instead you are suggesting that i sell it locally!? When things do go wrong its an opportunty for the company to remedy the experience for the customer and build back the trust. Sad to see that i have to plead for you to send me a return shipping label for a faulty product that you shipped to me. Please escalate and do the needful to send me a return shipping label so i can send back ALL items for a full refund.
_________________________________
Let's see what happens! At this point.. i am ready to trash and move on .. but might hangon to make a point so the company does not take someone else for a ride!

Thanks for allowing me to share my frustration with you guys... and thanks for the support.