Customer Service PASS/FAIL thread

[rodster_67]

I searched but didn't see a related thread about PASS/FAIL experiences with company customer service so pardon me if this has already been discussed.

For me, knowing how a company handles problems would be a big consideration when making a purchase. This information I'd like to know -before- I buy and hope folks can share what they have experienced.

Problems with a tool can be overlooked and forgotten quickly if customer service is willing to help.

Feel free to share your PASS/FAIL customer experiences.

 

[rodster_67]

OK, I'll start.

I know other people have expressed the same feeling about Schumacher Electric customer service. FAIL!

Nothing but a runaround and returning defective items at your cost.

I had trouble with 2 battery charger/tenders and it's been months of back and forth emails even after I sent them a defective unit to test.

They deny any problems and the resolution is 'no issue' even though I've proven the unit doesn't work and still have one defective charger in my possession.

So, buyer beware when dealing with Schumacher products.

 

[woody 73]

Somewhere on the GJ there is a company in Canada and that guy must be the world's biggest **** from all the GJ posts I will post it for you to read; someone that you should avoid at all costs.

http://www.garagejournal.com/forum/showthread.php?t=218637

 

[woody 73]

Oh before I forget are GJ member Jori over at Epsteins is the best he gets a 5 star rating in my book he is pass all the way fantastic service.

 

[woody 73]

The people over at cripe are fantastic they get a pass and a five star in my book.

 

[rodster_67]

Oh before I forget are GJ member Jori over at Epsteins is the best he gets a 5 star rating in my book he is pass all the way fantastic service.

Epsteins? Do you have a link?

 

[jeffmoss26]

www.harryepstein.com

 

[ADSR]

The people over at cripe are fantastic they get a pass and a five star in my book.

I've never dealt with them, but the comments left on their ebay ratings are not cool.

 

[bcradio]

Trusty cook hammers is a pass in my book. Had great customer service when I dealt with them.

 

[bcradio]

I've never dealt with them, but the comments left on their ebay ratings are not cool.

They had great feedback last time I checked

 

[rodster_67]

www.harryepstein.com

Thanks! I'll check it out.

 

[woody 73]

I've never dealt with them, but the comments left on their ebay ratings are not cool.

Darn shame in my book every time I call them they bend over backwards to help me out; one time a package never came and it was not cheap they sent me out another package asap, never did get the first package.

what are some of the bad comments that you are reading?

 

[rodster_67]

Trusty cook hammers is a pass in my book. Had great customer service when I dealt with them.

Plus Made in USA!

Thanks for the lead. Never heard of them until now.

http://www.trustycook.com/

 

[woody 73]

I have bought a few tools from Tooltopia on the phone they have been very helpful and nice to deal with A pass in my book.

 

[rodster_67]

I have bought a few tools from Tooltopia on the phone they have been very helpful and nice to deal with A pass in my book.

Another great site!

Learning about all of these PASS companies I've never heard about before could get expensive.

 

[woody 73]

I seem to recall an old GJ post from one member that talked to the CEO of trusty cook about getting a bad hammer and the president sent him out another hammer ASAP.

PS: Hey Rodster 67 you been here since 2013 and you never heard of the 4th of July support American tool day with Epsteins...you been living in a crypt under ground for the past few years???

 

[ADSR]

Darn shame in my book every time I call them they bend over backwards to help me out; one time a package never came and it was not cheap they sent me out another package asap, never did get the first package.

what are some of the bad comments that you are reading?

This came up last time. The comments they leave if they receive a negative feedback is anything but professional.

http://feedback.ebay.ca/ws/eBayISAP...s=25&interval=365&which=negative&mPg=3&page=2

 

[ADSR]

Worst customer service ever. The Son of the owner loves to talk smack to customers.

FAIL!


http://www.jccayer.com/

https://www.newyorkpowertools.com/

 

[woody 73]

This came up last time. The comments they leave if they receive a negative feedback is anything but professional.

http://feedback.ebay.ca/ws/eBayISAP...s=25&interval=365&which=negative&mPg=3&page=2

That really ***** in my book, they have always bent over backwards to help me out over the phone. The only bad thing I could ever say was the web-site at first was very nice, then they played with it and for a time it was not so great and today they fixed all their problems; but I wish they still had the old site, much easier to find things.

 

[rodster_67]

PS: Hey Rodster 67 you been here since 2013 and you never heard of the 4th of July support American tool day with Epsteins...you been living in a crypt under ground for the past few years???

No, just in my garage.

 

[Skin]

This came up last time. The comments they leave if they receive a negative feedback is anything but professional.

http://feedback.ebay.ca/ws/eBayISAP...s=25&interval=365&which=negative&mPg=3&page=2

Some of that is pretty hilarious. I cant really blame them for calling a spade a spade.

The negatives over "Celsius not "recognized" in the US" and a $3 box of wire nuts were fantastic.

 

[CJM8515]

Cripe has been nothing but awesome imho. I never had an issue. Stanley also gets a good vote from me, I broke an allen socket and they sent me a proto replacement after calling them. Took all of 3 days and I spoke to someone from the US!

I used to build a lot of computers, newegg.com is awesome. Excellent prices, shipping and custom service. My brother had to RMA a board the other day and it was no questions asked.

 

[martin666]

Called Mac monday about the detents on my MB1700, thusday a full set of slides were on my porch.Would have to say PASS...Called Proto last month the ratchet gear had stripped on my 1/2" torque wrench . Is a few years old, long past the one year warranty, they sent rebuild kit no problem, another big PASS

 

[ADSR]

Some of that is pretty hilarious. I cant really blame them for calling a spade a spade.

I can't blame them either. But they should keep it to email. After reading some of the comments, I could see how it could rub potential customers the wrong way.

 

[CJM8515]

I can't blame them either. But they should keep it to email. After reading some of the comments, I could see how it could rub potential customers the wrong way.

I tend to think the people who they are dealing with in those situations are those scumbags who buy whatever it is and just complain thinking they will get free stuff.

 

[ADSR]

I tend to think the people who they are dealing with in those situations are those scumbags who buy whatever it is and just complain thinking they will get free stuff.

Could be right. It's funny, Cripe gets a lot of good feedback on GJ. I trust the guys on here much more than ebay flakes. I might have to give them a shot for their NAPA Grip-ON's

 

[Jmatlock88]

Nobody knows how , but fingernail polish remover was spilled on our leather couch across the top of the back cushions. This of course ruined the leather color and texture. I called Ashley Furniture and they shipped me what was essentially the entire couch casing, less the seat cushions, for $80. 6 million staples later, I have a new couch again! With service like that and available spare parts, I would not hesitate to buy from them again. The couch was not under warranty. They were well organized and had drawings and part numbers for every piece of the couch.


Another company I recommend would be FastCap. If you're not happy, they will take it back...no questions asked. I have also called them with several product questions, and the guy literally ran out in the warehouse, grabbed a pair of calipers, and measured the parts for me. How many "operators" working customer service would do that?

 

[woody 73]

Good post...

I have had good luck with Tool barn they were very nice on the phone with me but it has been a long time since I last used them.

Now this next one might come as a surprise because you can not buy tools over the phone, you must find their tool truck to buy tools; but the folks over at Cornwell just bend over backwards to answer my questions and they always take good care of me.

PS: Snap on is a 100% pass just great to talk to also.

 

[Burgerkong]

This is hilarious LOL.

 

[Sam'sAutoParts]

This is hilarious LOL.

I have gotton stuff from Cripes a couple of times, I always wait for them to fix the shipping, and everthing went very smothly, nothing but great things to say about them.

HJE: has been excellent as well, no problems, very nice on the phone.

Stanly/Proto, very professional on the phone, shipped out warranty items very quickly, no complaints.

Snap On, Excellent customer service.

SK, never called, but have emailed, and they always respond right away, and ship parts quickly.

OEM/Great Neck, emailed about a part for a tool, quick courteous response, customer service is better then there tools.

Contacted Wright about a catalog, received it very quickly, with a nice personal note


Also have always had great luck with summit racing equipment, for painless returns process.

Rock Auto, less then impressed, but I continue to do business with them. I purchased a sensor for a VW, catalog stated it to be the one I needed. Received sensor and relized it was for an older VW. called Rock Auto CS, and they insisted it was the correct part and told me I had to pay shipping both ways to return it, the sensor was nearly $100 so I returned it and ate the shipping, but I was , Now I go to German Auto Parts for the VW and Rock Auto for the everything else.

I think that covers it

 

[slodat]

I love Cripe! Every few months I sift through their eBay store and buy a ton of stuff for next to nothing.

 

[jacked_72]

Stanley tools - pass
Kobalt tools - fail
Rock Auto - fail
NTB - fail

 

[bushmechanic]

Panasonic is outstanding on all counts.

Protein World is incredibly responsible, professional, and helpful.

Filson is unbelievable, and so is Danner.

Northstar Battery goes above and beyond, as well; especially for their industry.

General Tires pays a bit more attention to you than you'd expect.

Microsoft is always ready to pick up the phone and make things as easy as possible.

Corsair (computer parts) is legendary in their industry.

 

[Bruce57]

Snap on Tools - Pass. They have always been very good to deal with.

CPO Outlets - Pass. Recently bought a Milwaukee portable band saw from them, had trouble with the charger. They immediately sent a new charger and a shipping paid return label.

 

[jd_1138]

Could be right. It's funny, Cripe gets a lot of good feedback on GJ. I trust the guys on here much more than ebay flakes. I might have to give them a shot for their NAPA Grip-ON's

Been buying from Cripe Distributing for years. Last order only took like 2 days to get here. Big PASS. I got like 4 or 5 useful tool/gadgets for like $20 delivered.

 

[rodster_67]

Rockauto - When I had problems I initiated a 'return' for my order online and everything went smooth. I once had a 21" wiper blade packed in a package marked 22" and they just sent me a new 22" wiper blade, no questions asked.

It was such an odd thing I could have seen them push back thinking I was just trying to get some free parts but they didn't.

PASS for me with their online customer service.

 

[tightwad_wrencher]

Rockauto - When I had problems I initiated a 'return' for my order online and everything went smooth. I once had a 21" wiper blade packed in a package marked 22" and they just sent me a new 22" wiper blade, no questions asked.

It was such an odd thing I could have seen them push back thinking I was just trying to get some free parts but they didn't.

PASS for me with their online customer service.

I second that pass. I wish they listed where their warehouses were as I once ordered a turn signal switch for my Jeep and got it the next day. The return address was from a warehouse 12 miles down the road.

 

[rodster_67]

Yea, that would be nice but for some reason they keep the warehouse locations secret?

 

[buba]

PASS : SK Hand Tool - Sycamore, IL (One phone call and problem solved)

PASS : Cornwell Tool - Wadsworth, OH (Called 1st, then shipped a broken tool, received and new one in return)

PASS : Wright Tool - Barberton, OH (Emailed Sue, issue resolved)