Jessem Specials
- Thread starter rvieceli
- Start date
Blues said:
Really no need to add the commentary on expectations and trust. The person handling customer service could care less. It will not help your case and could end up making the whole process tougher for you.
Give them a day or two to fix and if they do not give you the refund then call your credit card company and let them take over. No company wants chargebacks on their account because they will be penalized with increased in processing fees moving forward for having chargebacks. It is the least desirable result for them. This should trigger them to get your problem resolved.
rmwarren
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- Jul 11, 2010
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- 3,063
Must admit I've become so used to companies responding with excess service that I'm flabbergasted at how they are handling this.
I have a 3 year old Shaper Origin and the spindle started freaking out one day, emailed support figuring I'd need to buy a new one and instead they shipped the replacement and had me return the old one, all no cost.
I talk up the SO at every opportunity because it's a great tool and because of my experience with them. No matter how good Jessem tools are, no one who has read this thread is likely to have a positive impression they'd pass on now.
RMW
I have a 3 year old Shaper Origin and the spindle started freaking out one day, emailed support figuring I'd need to buy a new one and instead they shipped the replacement and had me return the old one, all no cost.
I talk up the SO at every opportunity because it's a great tool and because of my experience with them. No matter how good Jessem tools are, no one who has read this thread is likely to have a positive impression they'd pass on now.
RMW
I have their table saw stock guides and the latest miter gauge...both excellent products...and Canadian. But how they handled the "seconds" sale when things went south was unacceptable. The owner or management should now step in, rectify the customers' problems at no cost to the customers, and review internally why and how things had gone so wrong.
Learn a lesson, do what is necessary to repair the tarnished reputation, and move on.
Learn a lesson, do what is necessary to repair the tarnished reputation, and move on.
ewils91
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- Mar 28, 2008
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- 193
I went so far as copying and pasting snippets from their website and attaching them to my communications with them. The Lady couldn't have cared less. You could tell that she felt secure and that how her company treated one customer wouldn't affect her one bit.
R
Rob Z
Guest
She sounds like the same "charming " person who answered the phone when I called one time with some basic questions about a router lift. [scratch chin] I don't have a lot of patience for people who constantly interrupt, and especially when their answers demonstrate that they didn't listen to my questions. It was easy enough to shop elsewhere for what I needed.
squall_line
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rvieceli said:
I work in customer support group for a software company. This thread has been incredibly insightful and instructive as it mirrors things that I see with my own group from time to time. I plan on using some of this to help train our workers, as sometimes people only understand it when they see someone else do it.
So this posting, though it created some grief for members, has been helpful for me for reasons other than woodworking. I think it was meant to be posted and needed to happen.
woodferret
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- Jan 5, 2020
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- 1,093
rvieceli said:
I'm sorry for the folks having issues, but I'm glad you posted it anyways. Eyes wide open as I had Jessem on my next purchase. I'd rather buy a Kreg now
I found this on another woodworking forum complaining about Jessem customer service. Someone had the Jessem owner's email address. Not sure if it's current but someone could email him and share this thread so he knows what's going on.
Darrin Smith
dsmith@jessem.com
Darrin Smith
dsmith@jessem.com
Michael Kellough
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- Jan 23, 2007
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- 7,096
Maybe Mrs. Smith handles customer service?
Ron... Naah... please don't feel bad. You did the right thing. It's OK..not everything goes per plan. The camaraderie and knowledge sharing far exceeds the pain. This forum provides a shared learning experience like none other. So thank you.rvieceli said:
Btw.. i have not received any reply from them after that.. will wait until after the holidays and call them. Thanks again guys.
I picked up a set of stock guides for the router table, and they were perfect, so I'm happy you shared. For things like this where Jessem is the only game in town, I'll continue to take my chances [but maybe not with seconds anymore]. I would definitely consider other choices where there are easy substitutes like a router table top.rvieceli said:
Cheese
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- Jan 16, 2015
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- 12,507
So this recent thread really put things into perspective for me. As Festool, Woodpeckers and Starrett have always professed...it's all about customer service stupid!!!
I recently purchased an OSC 18 from Festool Recon, I noticed that I was missing a blade and also that one of the blades included would not fit the OSC, it would only fit the OS 400 Vecturo. I emailed Festool that information to Festool customer service and included this photo of what I received.
[attachimg=1]
An hour later, I received a reply stating that they would promptly send me the missing blades...sounds good.
Today this package arrived, my first thought was Festool was pretty much spending too much $$ to ship 2 lousy blades.
[attachimg=2]
Here's what was inside...
[attachimg=3]
$170 worth the blades...sorry guys & gals this is what customer service is all about.
I recently purchased an OSC 18 from Festool Recon, I noticed that I was missing a blade and also that one of the blades included would not fit the OSC, it would only fit the OS 400 Vecturo. I emailed Festool that information to Festool customer service and included this photo of what I received.
[attachimg=1]
An hour later, I received a reply stating that they would promptly send me the missing blades...sounds good.
Today this package arrived, my first thought was Festool was pretty much spending too much $$ to ship 2 lousy blades.
[attachimg=2]
Here's what was inside...
[attachimg=3]
$170 worth the blades...sorry guys & gals this is what customer service is all about.
Attachments
Same experience with Woodpecker. I bought a dog hole kit on here and template adapter woudln't screw on. Emailed woodpecker, They immideatly knew what i was talking about, asked for my address and i had the replacement part 3 days later.
also ordered freehand routing guard from them, it was missing the threaded knobs. Emailed them and had replacement in couple of days.
I did buy jessem TS guides and jessem miter guage and both arrived in perfect working order
also ordered freehand routing guard from them, it was missing the threaded knobs. Emailed them and had replacement in couple of days.
I did buy jessem TS guides and jessem miter guage and both arrived in perfect working order
I am really surprised and sorry that so many of you are having problems with Jessem. In 2021 I finally decided to upgrade my router table and bit the bullet and ordered the "Ultimate Router Table Package"... the works. They said it would be delayed. And delayed it was. I inquired after a couple of months and they were unable to give me a date due to an issue with aluminum extrusions. After several more months I needed a table, so I cancelled and ordered what was available from several local shops to complete an all Jessem outfit, but not quite at the ultimate level. The first time I used the Jessem switch on my new set-up it came apart. It was obviously already broken, new in the box. (I think during assembly in China - but could have been a return.) I called Jessem and told them I just needed the $9 switch insert for the switch housing. Within a couple of days, I had a complete new switch assembly (worth $50). The customer service was excellent - no questions asked. My inquiry and response was all transacted via email. I included pictures like you guys.
I'm really surprised to hear of the issues. I sure hope it improves soon. They do make good products.
I'm really surprised to hear of the issues. I sure hope it improves soon. They do make good products.
ewils91
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- Mar 28, 2008
- Messages
- 193
I've received the wrong squares from Woodpeckers once. I contacted them, they sent the correct ones out immediately and asked me to please accept the wrong ones as a courtesy for my troubles. Uhhhh, okay, about $120.00 in squares. Wow not expected but what a way to show responsibility for their error.