OK, so maybe I'm uptight, or maybe I'm having bad luck getting good CS lately. Or maybe I'm an idiot. Who knows.
But answer me this- if you brought in a pen kit that had a damaged part, would you expect the whole kit to be replaced, or just that part? Remember we're not talking about a large piece of machinery here.
Here's the situation: I had built a Majestic that I purchased from Rockler. The centerband was loose. Meaning, the TiN coated decorative ring moved freely inside the chrome/ whatever outer parts of the band. Had to explain if you don't know the pen, but let's just say that it rattled, and that's not something you expect on a $60 kit (I paid less, with coupons, and at Penn State Ind they're like $35, but that's their normal retail at Rockler). So, I tried to disassemble the kit, and found that I couldn't do so without basically cutting into the barrel/ tube and scrap it.
I bring the kit into Rocker, expecting a total swap out. Just recently, I had a El Grande from them (different store) that they swapped out the whole thing, and replaced the Bloodwood blank that I used (since I was basically completely finished- just needed to assemble). I didn't even have to ask to have the blank replaced. At Woodcraft, they did the same, minus replacing the blank (I didn't ask).
At this Rockler store, the manager said he'd replace the centerband- and that's it. Initially, he said he wanted to build up his stock of spare parts. I was curious, and mentioned that usually they just replace the whole kit, and send the defective kit to the manufacturer.
So, since the cap tubve was detroyed trying to disassemble the kit for the band, I asked if they could swap the entire kit, as per usual. His response was "I'm sure you'd LOVE for me to give you a $60 kit for FREE" (I stiffled a comment saying that it's only $60 with the rediculous markup over the PSI website). I'm thinking "No, not free. You'd take my kit that is assembled with the defective center band." and make a comment to that end. No deal. So, I asked if I could get the tubes from the kit, and he said no. I asked then if I could BUY the tubes from the kit. His retort was that I could buy the whole thing for half off, as a defect. I pointed out that it IS defective, since the centerband is loose, and I STILL wouldn't have the tubes I need. I left out the fact that 50% off of what they sell it for is the price of the kit from PSI, so I might as well buy it from them complete. So that was it- he wouldn't swap the kit or separate out the tubes. I didn't say word one in argument, since I was too tired to bother.
Walking away from the store (after purchasing some blanks on clearance), I decided that I never will go to that Rockler store ever again. There's a larger, nicer one not too far away anyways, and I know the manager. And since they all get their wood from the same corporate wood warehouse, there's really no need at all to go tothe smaller, more out-of-the-way store.
Now, Rockler's a good company, and if I called their CS 1-800 number, I'm almost positive I could ask and get a set of tubes to be sent. Maybe not, but I've had service in line with that from them before. The only thing stopping me from doing so, is I don't want to get the manager in trouble. Sounds odd, but I just think he's green as far as being a manager- so I'm don't want him to get any flak for what I believe to be poor service.
What do you guys think? Am I wrong? Do you think they should have swapped the whole kit, or at least provided replacement tubes? Or did the manager handle things correctly?
Thanks, I'm curious to see if my perception of what should have been done is off of the norm.
But answer me this- if you brought in a pen kit that had a damaged part, would you expect the whole kit to be replaced, or just that part? Remember we're not talking about a large piece of machinery here.
Here's the situation: I had built a Majestic that I purchased from Rockler. The centerband was loose. Meaning, the TiN coated decorative ring moved freely inside the chrome/ whatever outer parts of the band. Had to explain if you don't know the pen, but let's just say that it rattled, and that's not something you expect on a $60 kit (I paid less, with coupons, and at Penn State Ind they're like $35, but that's their normal retail at Rockler). So, I tried to disassemble the kit, and found that I couldn't do so without basically cutting into the barrel/ tube and scrap it.
I bring the kit into Rocker, expecting a total swap out. Just recently, I had a El Grande from them (different store) that they swapped out the whole thing, and replaced the Bloodwood blank that I used (since I was basically completely finished- just needed to assemble). I didn't even have to ask to have the blank replaced. At Woodcraft, they did the same, minus replacing the blank (I didn't ask).
At this Rockler store, the manager said he'd replace the centerband- and that's it. Initially, he said he wanted to build up his stock of spare parts. I was curious, and mentioned that usually they just replace the whole kit, and send the defective kit to the manufacturer.
So, since the cap tubve was detroyed trying to disassemble the kit for the band, I asked if they could swap the entire kit, as per usual. His response was "I'm sure you'd LOVE for me to give you a $60 kit for FREE" (I stiffled a comment saying that it's only $60 with the rediculous markup over the PSI website). I'm thinking "No, not free. You'd take my kit that is assembled with the defective center band." and make a comment to that end. No deal. So, I asked if I could get the tubes from the kit, and he said no. I asked then if I could BUY the tubes from the kit. His retort was that I could buy the whole thing for half off, as a defect. I pointed out that it IS defective, since the centerband is loose, and I STILL wouldn't have the tubes I need. I left out the fact that 50% off of what they sell it for is the price of the kit from PSI, so I might as well buy it from them complete. So that was it- he wouldn't swap the kit or separate out the tubes. I didn't say word one in argument, since I was too tired to bother.
Walking away from the store (after purchasing some blanks on clearance), I decided that I never will go to that Rockler store ever again. There's a larger, nicer one not too far away anyways, and I know the manager. And since they all get their wood from the same corporate wood warehouse, there's really no need at all to go tothe smaller, more out-of-the-way store.
Now, Rockler's a good company, and if I called their CS 1-800 number, I'm almost positive I could ask and get a set of tubes to be sent. Maybe not, but I've had service in line with that from them before. The only thing stopping me from doing so, is I don't want to get the manager in trouble. Sounds odd, but I just think he's green as far as being a manager- so I'm don't want him to get any flak for what I believe to be poor service.
What do you guys think? Am I wrong? Do you think they should have swapped the whole kit, or at least provided replacement tubes? Or did the manager handle things correctly?
Thanks, I'm curious to see if my perception of what should have been done is off of the norm.
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