I wanted to put out a public Thank You and endorsement for Bendpak's customer support!
Here's the story:
I recently purchased an xpr10A, which was purchased through Garage Equipment Supply, as that was the dealer contact they provided me. The deal with GES was quite simple, and all questions, concerns, etc. were quickly addressed, and a great friendly staff on the phone. After 7 days, I receive the call from the local freight depot that the lift is in, and I can come pick it up. We were in the middle of a snow storm that had closed schools, etc., so I waited until the next day. Bad choice, as the weather that day was around 4 degrees, with a 35mph north wind. Great day to be out in a truck drop lot! When I get to the freight depot, I'm directed to a side lot, where "the guys" will meet me. The first thing I see is a forklift picking up the lift in a dock door. They have the forks under the middle of the columns, with torn plastic and cardboard packing flapping in the wind. As I walk closer, one of the workers is taking a walk around it, pulling off all the bright yellow stickers that say to pick it up from the end only, obviously trying to get them off before I see them. They turn around and set it on my trailer, and start to drive off. I stopped them to ask about the damage, as I can see at least one set of scratches from where the forks had pierced the plastic and cardboard. They were hesitant, but I did finally get one of them to note the damage and paint scratches on the receipt, and there was no way I was going to sign for it without that acknowledgement. I also took a few pictures. It wasn't a day to linger outside, so that was it, figuring I would worry about anything else in a warmer place. I took it home, parked in the shop, and let it thaw out. As I started to unpack it, I was shocked. There were scratches everywhere, on every outside surface of both columns. Some were deep enough that there was surface damage, with shiny metal shining through! I called GES right away, and they said that there was touch up paint in the boxes, and it's expected that damage will happen in shipping. I can live with it, or return it, that's my choices. I elected to keep it, as I had a crew lined up the next day to install it. We did the install which went well, with a few glitches that I'm sure is normal with a rookie do it yourself gang! Now that it's up, I turn back to how to handle the damage. I bought a new lift for a new shop, I don't want it to look like ****! I sent a note to Bendpak last night, and received an answer from Bendpak Customer Service Manager Gary this afternoon. He wants to know if it's OK to call, to talk in person. I sent the information, and a couple of hours later he calls me back. First of all, all he was interested in was making this right. The first thing addressed was the paint issues, and he even offered a full gallon of their paint to re-paint the entire thing, if I wished. I opted for spray cans, and he said if that didn't work, they would still go for the full re-paint if I wasn't satisfied with the results from the spray cans. He starts asking what type of things I'll be doing with this lift, since it's not in a commercial business. We talked about the jeeps and trucks I own, and he suggests that I should have the truck pads for the lift arms. He also asks if there is anything else I need, oil drain, etc. I already bought the oil drain, and I said that I was still needing to make or buy a set of safety stands. He says " no problem, what address do I ship these items to?" He said they will ship both those things to me for free, along with the paint. He couldn't have been a nicer guy to deal with, and really try to make things right with me. Every thing we talked about, he was constantly asking if that was OK with me, really wanting me to come away from this feeling like I was taken care of.
We'll see what the touch ups look like, and Gary has asked for photos, so I'll send the before and after, and we'll go from there. I couldn't be happier with Gary and Bendpak for taking care of me. I will definitely be recommending them to others!
Sorry this got so long, Whew!
Here's the story:
I recently purchased an xpr10A, which was purchased through Garage Equipment Supply, as that was the dealer contact they provided me. The deal with GES was quite simple, and all questions, concerns, etc. were quickly addressed, and a great friendly staff on the phone. After 7 days, I receive the call from the local freight depot that the lift is in, and I can come pick it up. We were in the middle of a snow storm that had closed schools, etc., so I waited until the next day. Bad choice, as the weather that day was around 4 degrees, with a 35mph north wind. Great day to be out in a truck drop lot! When I get to the freight depot, I'm directed to a side lot, where "the guys" will meet me. The first thing I see is a forklift picking up the lift in a dock door. They have the forks under the middle of the columns, with torn plastic and cardboard packing flapping in the wind. As I walk closer, one of the workers is taking a walk around it, pulling off all the bright yellow stickers that say to pick it up from the end only, obviously trying to get them off before I see them. They turn around and set it on my trailer, and start to drive off. I stopped them to ask about the damage, as I can see at least one set of scratches from where the forks had pierced the plastic and cardboard. They were hesitant, but I did finally get one of them to note the damage and paint scratches on the receipt, and there was no way I was going to sign for it without that acknowledgement. I also took a few pictures. It wasn't a day to linger outside, so that was it, figuring I would worry about anything else in a warmer place. I took it home, parked in the shop, and let it thaw out. As I started to unpack it, I was shocked. There were scratches everywhere, on every outside surface of both columns. Some were deep enough that there was surface damage, with shiny metal shining through! I called GES right away, and they said that there was touch up paint in the boxes, and it's expected that damage will happen in shipping. I can live with it, or return it, that's my choices. I elected to keep it, as I had a crew lined up the next day to install it. We did the install which went well, with a few glitches that I'm sure is normal with a rookie do it yourself gang! Now that it's up, I turn back to how to handle the damage. I bought a new lift for a new shop, I don't want it to look like ****! I sent a note to Bendpak last night, and received an answer from Bendpak Customer Service Manager Gary this afternoon. He wants to know if it's OK to call, to talk in person. I sent the information, and a couple of hours later he calls me back. First of all, all he was interested in was making this right. The first thing addressed was the paint issues, and he even offered a full gallon of their paint to re-paint the entire thing, if I wished. I opted for spray cans, and he said if that didn't work, they would still go for the full re-paint if I wasn't satisfied with the results from the spray cans. He starts asking what type of things I'll be doing with this lift, since it's not in a commercial business. We talked about the jeeps and trucks I own, and he suggests that I should have the truck pads for the lift arms. He also asks if there is anything else I need, oil drain, etc. I already bought the oil drain, and I said that I was still needing to make or buy a set of safety stands. He says " no problem, what address do I ship these items to?" He said they will ship both those things to me for free, along with the paint. He couldn't have been a nicer guy to deal with, and really try to make things right with me. Every thing we talked about, he was constantly asking if that was OK with me, really wanting me to come away from this feeling like I was taken care of.
We'll see what the touch ups look like, and Gary has asked for photos, so I'll send the before and after, and we'll go from there. I couldn't be happier with Gary and Bendpak for taking care of me. I will definitely be recommending them to others!
Sorry this got so long, Whew!
