New bandsaw- would you accept this?

[shaneymack]

This is all getting farcical now.  Like Rob said, you should have gone straight to your dealer.  Don't waste any more time trying to get "freebies" just get them to deliver a new saw & take that one away.

This IS getting farcical. Im not sure what the hold up is on them making a decision.  I know that it has nothing to do with me wanting "freebies" and all to do with them trying to find who is to blame for the damage so someone can pay. All the while i wait untill their "investigation" is complete. I was told by email last night that this is in the hands of the upper management of Laguna.

Well, I was willing to give everyone the benefit of the doubt - as did you - but it seems like you are now getting the runaround. Might be time to set some expectations and let them know who is in control now that they have failed you TWICE - once with the product, and the second time with the product...

I would contact your dealer in writing (email is fine) and explain that:

1. You will not accept the saw that was delivered due to the problems you have already documented.

2. You are running a business and need the use of the saw you paid for. You have been patient and allowed them adequate time to resolve the problems, but as of this moment further delays are no longer acceptable.

3. You would like a (pick one) refund or replacement. I will assume a replacement from here on...

4. You expect the replacement to be made without ANY additional charges to your credit card. The details of how to make that happen are up to them, and do not concern you.

5. You expect a prompt replacement, but in no case is it acceptable for it to take longer than 14 days (or your timeframe) to be DELIVERED to you. If they can't promise that, you expect an IMMEDIATE refund, to be processed TODAY, so that you can order a replacement saw from someone else. They can arrange to pick up the defective product at their convenience, but it has nothing to do with you getting a refund. If they won't promise a refund today, let them know that you WILL process a chargeback TODAY. It's their choice. (BTW, them processing a refund for you has no bad connotations like a chargeback does.) I don't know how it works in Canada, but in the USA the CC company has to refund your payment within 24 hours.

6. You expect the new saw to be inspected by either Laguna or your dealer (depends on where it ships from) or BOTH before it ships to you. If they claim that is not possible, the dealer know that you expect them to send someone to participate in the opening/unboxing of the new unit at your location, and that person should be prepared to take it back with them THAT DAY if it is not new, pristine, and undamaged upon unpacking.

Obviously you can choose which of these are important to you and how you wish to word your demands, but this problem is CLEARLY the responsibility of the dealer since they represent Laguna in this transaction. They should be bending over backwards to get you taken care of - that's part of why they have a profit margin. How Laguna choses to take care of the dealer is not your responsibility nor concern.

If they push back on anything, I would stress that I then expect a FULL REFUND TODAY. If they INSIST that they have to have the defective unit back first, explain to them that you will make it available and they can dispatch an employee or courier to pick it up and pack it up TODAY. Be sure that they understand that you have reached your limit of being put off, delayed, messed with, etc. Let them know that THEY HAVE HAD YOUR MONEY ALL ALONG, and they aren't out ANYTHING - so far. You, on the other hand, are out the machine that you were promised by your sales contract, and not only are you out the machine, you are out considerable time, aggravation, frustration, and disappointment.

Be polite (as I know you will be) but tough. It is time for you take action to protect YOUR position. You can state that you would prefer to do that with their cooperation, but WILL do it regardless. From here on in, YOU are taking control of the outcome and the timing, not them.

Good luck!

Thanks for the reply wow. I got a call fron the dealer last night and this morning.  He says that it has been worked out with Laguna and the Laguna rep should call me today. I guess if that does not happen i will proceed with a little more drastic measures as outlined in your post.

 

[deepcreek]

You might want to refer the Laguna rep to this thread.

 

[grbmds]

While I do not disagree with most of the comments being made here, I will mention that there seems to be little patience with Laguna/dealer on the timeframe to get the issue settled.

When a different fellow had the issue with the confusing statement about the Festool international warranty on his Domino, people kept saying that he needed to be patient even though he had been trying for over 9 months to get his issue resolved.

While the issues are very different, once management is involved, things do take some time to get resolved.

Actually, it's quite simple, possibly made more complicated by contacting Laguna directly, but still relatively simple to resolve. Based on this problem and one other that was reported on this site, I doubt I'd consider buying a Laguna product ever. Neither was resolved easily and without stress to the buyer.

 

[shaneymack]

I wanted to to explain how the laguna rep got implicated before my dealer since a few people keep pressing in on this issue and the fact that i contacted him first.

When i received the machine last week i un packed and checked if i had all the pieces. I seemed to be missing the gas strut that assists with angling the table. I checked twice and could not find the strut. I called MY DEALER and explained that i thought i was missing said piece. He called me back and said THE LAGUNA REP would contact me and take care of this. One hour later the rep called me back. He told me that the strut was kind of hidden in the bottom bend of the door. I was very thankful to him for his quick response and his help. He then told me that if while unpacking everything that i find issues to send him an email directly and not to bother the dealer. He said he is the director of sales and he would take care of me. So, as i unwrapped the machine and found all the deficinecies i took photos and sent him an email as he requested. I thought it was respectful to follow the path that he asked me to. When he emailed me back monday morning he reiterated to NOT IMPLICATE THE DEALER so again i respected what he said hoping this was the best path to get the best possible service. HE was the one that first mentioned changing pieces and COMPENSATION OR FREEBIES. I did not ask for anything i had only responded that in terms of accessories i dont need another blade or mobile base and that the fence was the only accessory i needed/wanted.
I hope this clarifies somewhat to those who think i created a problem for myself by contacting him instead of my dealer and the fact that im just waiting for freebies....

 

[shaneymack]

So everything has been resolved with Laguna. They are giving me a driftmaster fence and changing the throat plate and the motor covers that were damaged. As for the cast iron table, i have to live with that if im accepting the driftmaster. I think it is a very fair offer. Obviously this does not change my one year warranty.

 

[grbmds]

The important thing is that you are satisfied with the resolution.

 

[roblg3]

You can mix some epoxy and fill in the gouge.  I'm glad you got what you wanted.  I'll never purchase a laguna unless i have my hands on the piece and transport it myself( think used)

 

[Iceclimber]

Yup,

Done with Laguna myself.

I had a couple small quality control issues with my saw also. Combine that with numerous others quality control issues and what seems to be a real lack of interest to do whatever it takes to make the customer happy on Laguna's part and forget it. To many other really good machinery choices!

I do agree the retailer should have also been willing to suck this up. I understand how you became aligned with the Laguna rep. I had a couple issues with purchases made through a well know and used retailer on the FOG and it was a no questions asked a replacement is in the mail like yesterday solution. Thats how it should be when you spend good money on a bran new product....

 

[Tom D]

Make sure you inspect the Driftmaster carefully, they had to ship me three fences before I was satisfied. The problems were gouges and fences not being straight. This process was slow and took all of three to four months to be resolved.
Good luck!

 

[shaneymack]

Make sure you inspect the Driftmaster carefully, they had to ship me three fences before I was satisfied. The problems were gouges and fences not being straight. This process was slow and took all of three to four months to be resolved.
Good luck!

Thanks for the heads up! Are you happy with the fence?

 

[Tom D]

It works well and I like the concept, but it is a little rough as far as fit and finish. If it was made in Europe, USA or Canada though it probably would be double the cost.

 

[shaneymack]

It works well and I like the concept, but it is a little rough as far as fit and finish. If it was made in Europe, USA or Canada though it probably would be double the cost.

Fot the price i am paying for it, i guess i cant complain!

 

[Tom D]

You have been paying since you received your saw!
As long as you are happy in the end, that's all that matters.
When you install the fence, watch the video they have on their website.
Don't drill holes if needed before you really think it out.

 

[shaneymack]

You have been paying since you received your saw!
As long as you are happy in the end, that's all that matters.
When you install the fence, watch the video they have on their website.
Don't drill holes if needed before you really think it out.

Thanks Tom. I will check out the video