Powermatic cust service - WOW

[poolhound]

I recently got a new PM bandsaw. Everything was great but there were a couple of minor issues so I contacted customer service.

One of the items I had called about was the swivel caster on the mobile base which would not seem to lock properly. It wasnt an earth shattering issue but this was brand new and lots of my hard earned $$s so thats why I called.

Once they had my serial number there was no problem and they promptly sent me the replacement bits. 5 days later the UPS truck rolls up and there is a huge box. Well it turns out they sent me a whole brand new mobile base. I emailed PM and asked if they wanted me to send the old one back and I just got a reply from them saying there is no need just keep them

Now thats customer service

[RAFlorida]

WOW is right!

If only all companies had customer service as PM does. I am happy that you came out like a bandit

[BobSch]

And that, boys and girls, is one of the reasons people are willing to pay the premium for PW tools. Good products + great customer service will always be a winning combination.

[jussi]

Which model did u get?

[poolhound]

Which model did u get?

The PWBS-14 with riser and mobile base

http://www.powermatic.com/Products.aspx?Part=1791216K

[LarryG]

I also had a very good experience with Powermatic customer service (actually, I think the same personnel serve all of the WMH Tool Group). When I bought my PM2000, there were two minor issues with the fence. Neither was a big deal, but it was the exactly that kind of $20 problem that some companies will give you $500 worth of arguments and evasion over, rather than taking the direct and expedient course of making it right.

I e-mailed Powermatic to report the problem, and received a reply in less than ten minutes that asked but two simple questions: what's your saw's serial number, and which size fence do you have? Three days later I had the parts in hand; problem solved.

[drumpriest]

My experience was also good, but slightly different. I had an issue with my fence on my pm2000, and instead of sending me a new fence, they had me slightly modify mine to accept a new slide pad. The reason is that I got an early pm2000, and I have the pm66 fence, which is supposedly a better fence, so they gave me parts to make it work.

[Schleeper]

"Every company screws up from time to time, but you know what separates the great companies from the rest of the pack? They are superior when it comes to fixing their goofs. They almost seem happy when someone brings them a problem, because it gives them a chance to prove how much better they are. After your problem has been solved, you can't help but sing their praises." - Excerpt from my rant on this forum regarding the company, Reconditioned Sales.

I rest my case.

[I'd love to give you an update, but I haven't seen or heard another word from them since Saturday, when they told me to "stay wired for an email containing the RMA shipping label."]

[Tom Slick]

There are usually certain benefits that are gained by paying a premium, customer service is one for them.

slightly OT:
I just went through customer service in one of my management classes. in general, people are happier with poor service that is quickly remedied then mediocre/average service that they have no issue with. They feel like the company goes the extra mile for their customers even though they were inconvenienced.

an example is a waiter that goes out of his way when he finds out you don't like something in the meal. after that service you will probably come back. if the meal had been mediocre then you might not come back even though your food was ok.