lack of customer support

[Studebaker Shop]

Last June, I purchased a Buck Tools belt/disc sander, I used Amazon. The tool arrived in tact but was missing assembly parts.
Two machine screws were not in the packaging. I contacted the manufacture by the posted email and phone number with no results or reply of any kind. I then went to Amazon and complained about the lack of support for the product. Amazon would not post my negative comment. Not derogatory just a negative posting.
To date there is still no correspondence from Buck Tools, and I ended up purchasing replacements for the 2 missing 12mm machine screws at a local parts store, ($6.59). I advised the seller and again, still no reply.
I am disappointed in the support from Amazon and the Buck tools sales and service departments. This transaction does not speak well of either company.
Respectfully,
David

 

[Steve_P]

with Amazon, if there's an issue you just return the product. Easy. Yeah, I know you just needed two screws, but since most everything comes from Asia, most companies are not going to have spare parts in the US for it.

 

[BDT/NWMN]

with Amazon, if there's an issue you just return the product. Easy. Yeah, I know you just needed two screws, but since most everything comes from Asia, most companies are not going to have spare parts in the US for it.

Sad but too often true.

 

[woody 73]

I got a real laugh out of what happened to me just recently. (Not laughing at the op); just laughing at my experience with customer support.
Short version if I bought two Dewalt batteries and a charger for $99.00, it also came with a free tool. So, after a few days I receive the batteries but no free tool. No big deal as they told me they were having some problems and it will come at the end of Feb. Then last night I get a message to rate what I bought, ha,ha,ha lol.

You would howl at my response, Batteries are ok nothing to write home about, not able to use them because the free tool is not here. Not sure about that email I just got saying my address was wrong and I needed to give ups more info...sounded kind of like a con game going on so I just deleted that message. So yes, customer support is lacking. Will keep you updated if i ever get the free tool.

 

[dnschmidt]

Let's see. You got two DeWalt batteries + a charger AND a free tool for $99. Yep, that sounds like a con game to me.

 

[Half-fast eddie]

Let's see. You got two DeWalt batteries + a charger AND a free tool for $99. Yep, that sounds like a con game to me.

Maybe i misread … he got the batteries but not the tool.

 

[woody 73]

I think you also misread me... I got a funny message from ups say we do not have your address, but it smelled like a fishing game seeking my information. Not sure how that can be because the company got all my information correct the first time around.

I am a happy camper, but like I said customer support was how should I say somewhat lacking.

 

[dnschmidt]

Maybe i misread … he got the batteries but not the tool.

The batteries and the charger are worth more than $99 is my point. Where on earth do you get a deal like that that which ALSO includes a free tool.

 

[anndel]

Should have returned it selecting "Defective/Not Working Properly" as the reason and in the comments section it was missing parts which rendered it inoperable. I bought a returned a Topdon BT300 and BT600 battery tester because it was showing good brand new batteries as defective ot needing replacing and when I used my Foxwell and my shop's Midtronics it showed a Good battery. I selected the same, Defective/Not Working properly and got full refund from Amazon in both cases.

 

[woody 73]

Maybe I got the price wrong in my old age, it was either $99 or $199.00 not sure? I just found it funny that I got a message from the ups saying they needed my address when I gave all that info to the tool co. in the first place no con on the tool company.

I just thought if funny that they wanted me to rate my purchase. so all I said was what can I say a battery is a battery, but without the free tool I have no way of testing anything. no con. But the customer support is lacking somewhat nothing more then that.

Nothing sinister.

Woody

 

[BTL-A4]

Last June, I purchased a Buck Tools belt/disc sander, I used Amazon. The tool arrived in tact but was missing assembly parts.
Two machine screws were not in the packaging. I contacted the manufacture by the posted email and phone number with no results or reply of any kind. I then went to Amazon and complained about the lack of support for the product. Amazon would not post my negative comment. Not derogatory just a negative posting.
To date there is still no correspondence from Buck Tools, and I ended up purchasing replacements for the 2 missing 12mm machine screws at a local parts store, ($6.59). I advised the seller and again, still no reply.
I am disappointed in the support from Amazon and the Buck tools sales and service departments. This transaction does not speak well of either company.
Respectfully,
David

I think I have the same disk/belt sander. I bought mine on CL. I needed a manual and had a hard time getting ahold of them as well. I think it's just one guy who works out of his house. I searched in my email and couldn't find the correspondence but I'm remembering it was not a large company. Try sending an email to [email protected].

 

[neophyte]

with Amazon, if there's an issue you just return the product. Easy. Yeah, I know you just needed two screws, but since most everything comes from Asia, most companies are not going to have spare parts in the US for it.

Companies used to have spare parts, even for imported items made by third parties.
Usually the “manufacturer”, would have a list of all the parts, including stupid things like screws, and have extras of easily lost or misplaced parts like screws, that they could sell as replacement parts, or mail to idiots who lost the original screws.
Other small proprietary parts would almost always be stocked as extras, as would easily broken parts.
Manufacturers also used to print out extra manuals and parts lists in case someone needed a replacement.
Electronic assemblies for small stationary tools would sometimes be done in the USA, and so replacements for those parts were usually easily source able from industrial supplies, even if not on the manufacturers shelves.
Decent “manufacturers” who were simply rebranding items also used to be willing and knowledgable enough to take an item apart, and measure the missing parts to find a replacement if possible.

The issue isn’t “Asian Manufacture”, it’s “manufacturers” who are just rebranding an item, from a third party, with absolutely no knowledge of the item’s parts, construction, quality, packaging, etc.
Sears did this **** during the last decade or two with some of their Craftsman branded benchtop tools, and it showed they just didn’t give a f@ck.

 

[Renegade1LI]

That’s why buying from a reputable company is important, if you buy from grizzly and need parts you get them right away. Same with most name brands, i try not to buy off brands from amazon. ***** you had the problem but at least it’ it was only 2 screws.

 

[bb29510]

amazon doesnt likke negative replys

 

[Studebaker Shop]

What is with Amazon??? They ask for your rating of the purchase then deny the posting of comment.
They deny posting if you including anything to do with the shipping process. Example: I received a vintage book on Thursday the order arrived a week early was packaged in an outstanding manner and there was no transit damage. I also commented that the seller's condition rating was actually better than expected and an excellent value. Amazon prevented posting of what I consider a positive comment because it referenced packaging and singled out the seller. How are we able to praise a Seller that does good.???
Amazon is skewing the responses for some reason????

 

[Half-fast eddie]

Amazon is skewing the responses for some reason????

Shazaam!!! Who would have ever expected that.

 

[jlrut]

Oops

 

[WWheeler]

What is with Amazon??? They ask for your rating of the purchase then deny the posting of comment.
They deny posting if you including anything to do with the shipping process. Example: I received a vintage book on Thursday the order arrived a week early was packaged in an outstanding manner and there was no transit damage. I also commented that the seller's condition rating was actually better than expected and an excellent value. Amazon prevented posting of what I consider a positive comment because it referenced packaging and singled out the seller. How are we able to praise a Seller that does good.???
Amazon is skewing the responses for some reason????

I have only noticed it once so far where Amazon twice deleted a review of mine showing photo evidence of a seller selling aftermarket **** as a 'Genuine Toyota' part. What they were selling wasn't even close to the genuine part which the side-by-side pics I posted showed clearly. They initially posted my review and then a few days later it disappeared. So I submitted another review and the same thing happened again.

This was just a few months ago. I also tried to report the seller for selling counterfeit goods but Amazon dismissed that also. I remember some years back the sale of counterfeit goods was supposedly enough of a problem for Amazon that Congress was looking into taking action and that Amazon headed that off with a public campaing swearing that they were cracking down on the practice. I guess that's all in the past now. ¯\_(ツ)_/¯

 

[tarbellb]

wait... this about 2 screws?

you've spent more time corresponding your complaints then it takes to remedy the situation