Why am I a Bend Pak Customer? This is why.

[Crusty Nut]

Well for starters, they make a good product at a good price. But the real reason is the service above and beyond.
First, I took delivery of my HD-9 recently and it was scraped up fairly good. I'm not a tool polisher, I'm a user, but it was rough. I PM'ed Jeff asking about a close color match I could find at the hardware store. He insists on sending me 2 cans at no cost.
2nd, and even more awesome, is after building a few accessories for the rack, I shared them here http://www.garagejournal.com/forum/showthread.php?t=146476
I did not contact BendPak about them, but after seeing them cross post it on Facebook I jokingly said they could market any of them in exchange for a deal on a RJ-45 rolling jack. Well much to my surprise, I was offered said RJ-45 at an amazing price. So, I now get to use my new rack and jack and couldn't be happier.
Thanks BendPak, you all rule.

 

[OldmanB]

I'm a first time BendPak customer and can tell you when I buy my next one it'll be from them again.Brian

 

[Wastedwagesracing]

With all the threads about scratched paint on BendPak lifts. Even thought it happens in transit. I'd think BendPak would so something to prevent it. I'd pay a few hundred more to get a lift with no damage. I ship big equipment all over the world and don't have shipping damage issues. I don't view getting a few cans of paint as good customer service. To me getting a damage free product is good customer service. I'm not being a **** but that's just how I feel about it.

 

[darkk]

For most people it's just a lift. It's probably going to get scratched and scuffed during it's life of use. It is a good piece of equipment shipped at a good price. They wrap and ship it as the tool that it is. There is only so much profit per unit shipped. If everyone wants thier lift gift wrapped all pretty, the cost of the lift would probably increase substantially. I don't think Bend Pak would feel right charging you probably half again the cost of the lift to make sure it's polished up pretty and gift wrapped. Mine like most others came with a few scuffs and scrapes, it also came with a can of touch up paint. For the quality and price, I ain't bitching.

 

[Wastedwagesracing]

Guess it's all about standards and expectations. By default in my line of work I demand perfection on the equipment we build and deliver. I won't accept anything less from my guys. Most people find my standards way above what the norm expect. Just ask the guy who build my shop. But honesty I would pay an extra 200.00 to guarantee I get a damage free lift.

 

[jerkyboy]

I am a huge BP fan too. After my "installers" totally screwed up the install, Jeff (from BP) spent a lot of time with me on the phone and walked me through how to correctly set up the posts. Their customer support is top notch. I am considering purchasing a four post for additional parking space in my garage and will probably buy another BP because of my experience with their after purchas support, and I love my lift too!!

 

[Crusty Nut]

Yep, scuffs and scrapes are gonna happen in use anyway. Like I said, it's a tool and will be used as such in my shop. There was some fork lift damage I wanted to clean up with the paint. Some say it is the trucking fault. Some say BendPak should pack it better. I thought it was packed pretty damn good, enjoyed the price, and wanted to share my joy of a company that understands how to create customer loyalty and is not just interested in single time, faceless, internet sales.

 

[Wastedwagesracing]

I guess as long as the consumer accepts it there is no pressure to improve upon it. I'll still purchase a Bend Pac. But ask them to just ship the touch up paint with it right away.

 

[79mudbugg]

With all the threads about scratched paint on BendPak lifts. Even thought it happens in transit. I'd think BendPak would so something to prevent it. I'd pay a few hundred more to get a lift with no damage. I ship big equipment all over the world and don't have shipping damage issues. I don't view getting a few cans of paint as good customer service. To me getting a damage free product is good customer service. I'm not being a **** but that's just how I feel about it.

I feel the exact same way! for the guys to say its a tool its goin to get scratches is fine for them not me! Thats why i sent my lift back, not noone hear would buy a new car with scratches on it talking bout oh well it was going to happen anyway. why should a lift or a toolbox be any different? Surely companys paint there products for the reason of turning heads not for someone to say damn what happened to it.

 

[cyamaha2007]

I work in the machining building industry im really surprised how customers/ riggers treat their 100k machine. Most of people treat them like a freaking dumpster, as long as it does its intended purpose its good to go. Most have no problem with a bash or scrape. The medical industry cares but that seems to be it. I dont care if my lift has a scratch if it bothers me ill touch it up more likely ill damage the paint during assembly.

 

[Crusty Nut]

I feel the exact same way! for the guys to say its a tool its goin to get scratches is fine for them not me! Thats why i sent my lift back, not noone hear would buy a new car with scratches on it talking bout oh well it was going to happen anyway. why should a lift or a toolbox be any different? Surely companys paint there products for the reason of turning heads not for someone to say damn what happened to it.

New cars are not a heavy steel structure that can only be moved with fork lift or rigging. I would not pick up a car with a rigging strap or fork lift. Whether the damage occurs at the bend pak factory or during shipment, you are trying to compare apples and oranges and expecting too much of a heavy weldment that does not roll or move on its own.
Painting usually serves the primary purpose of protecting the product from corrosion and for branding (like bendpak blue). Looking good is just a byproduct.
Good luck with your search for the perfect paint job. I am a tool user, not an abuser. Scrapes will happen.

 

[quick60]

Thats the problem with a lot of stuff now a days. We have come to accept a lower standard being acceptable. As long as we keep doing that then the US is going to keep tumbling in the industries. Bend Pak either needs to improve their packaging, the shipping company needs to improve their quality control, or Bend Pak needs to find a new shipping company.

We pay good money for a product and for that product to be delivered as built from the factory. We should not have to repair a brand new product upon delivery.

 

[Ryf]

I see it a bit different, this is like any other price point tool, the packaging is of lesser quality, your buying the metal and the hydraulics, they went cheap on the paint protection saving you money and letting you get a good machine for a much better price.

there are very very few industrial pieces that dont get some amount of paint damage in shipping. to be shipped its usually strapped to a pallet, if you use something to hold it in place it will get scratched up, the only way around this is to ship it with blankets or excessive padding to protect it (which undermines the strapping process by giving a movement area)

this is a price point machine, that means you accept flaws(I am happy its just paint, since your standing under it and all), its cheaper for them to send you two cans of paint with shipping to fix it than it is to worry about it, if you dont like it then when you order ask it to be shipped in such a way to keep it from getting scratched, and accept the price difference, not sure if they would or not but I bet if they would you will not like the price.

another problem is people expecting everything for free. there are companies who would gladly give white glove service and truck it across the country for you themselves and install it and make sure its perfect for you, but thats a different price range, I would think.

 

[quick60]

The OP said it was pretty rough and scraped up fairly good. To me thats excessive and unacceptable but not seeing it first hand as the OP did its easy for me to sit here and say that.

I would pay extra for better shipping, been there done that. Have I fought with shipping companies on quality and on time issues? You bet I have. Every time except one I was reimbursed, or a new product was shipped at their expense. The only exception was an overnight shipment on a carburetor took two days due to "weather" which was BS and I took it to the top of the company but they would not budge. They heard me loud and clear though. Never shipped with them again. Thats called stickin it to the man!!! LOL didnt hurt their business but I felt a lot better.

 

[Ryf]

unless this stuff is shipped seperately (costs alot more) then with all the end flanges and bolt gussets, rubs and scrapes are par for the course, the only way to get pristine would be strapping it to a pallet one level deep, nothing touching, padding on every piece or a welded in strap ring (which would be in the way later) after that you would still have rub areas on the bottom where it sat on the pallet. if its painted, not powder coated (which would cost more, and is harder to match for touch up when you do damage it) there really is no great way to ship it longer distances and it be perfect. I hear you that you want it pretty, but this is a huge logistical issue, because all that said and done, you ship it so its perfect, and the shipping company might just put something on top of it and you've done it all for naught.

I drove a truck for a while, stopped 4 years ago to rejoin my family, and having moved everything from tractor cabs to cabinets to house doors and everything in between, there is always damage if its open shipped, especially third party transport, if its small items you can usually package it so the damage is to the boxes or minimal not the product, but bigger stuff theres no telling, it weighs to much for much to help, and once it shifts its going to do what it wants. I know you want it perfect, but your really asking for more than is reasonable without paying for white glove service.

 

[Wastedwagesracing]

Like I said I ship equipment all over the world and have almost zero shipping damage. My installers would ***** up a storm if they had to deal with shipping damage. Not to mention the customer. So it can be done and can be done in an economical way. To think less and accept less is just unacceptable to me.

 

[Ryf]

are you shipping assembled? if you ship a 4 pole lift assembled you wouldn't have damage either. its un-assembled you start having problems. how would you ship your multi-part lift un-assembled to a residential location?

 

[Wastedwagesracing]

I ship both, but must say the majority has all the major assemblies on it.

 

[JSK]

With all the threads about scratched paint on BendPak lifts. Even thought it happens in transit. I'd think BendPak would so something to prevent it. I'd pay a few hundred more to get a lift with no damage. I ship big equipment all over the world and don't have shipping damage issues. I don't view getting a few cans of paint as good customer service. To me getting a damage free product is good customer service. I'm not being a **** but that's just how I feel about it.

I’ve been here for three decades and still don’t have an answer that makes sense or is practical. What I do know after shipping items in almost every imaginable packaging configuration, if you ship normal LTL (even if palletized, crated and wrapped) there may be a probability of damage. LTL shipments bounce from terminal to terminal en route to the end-user and depending on the attitude/training of the dock workers or drivers at any specific stop it’s going to be a ****-shoot.

We’ve met with our freight companies for their advice on best packaging practices and have been told that our packaging exceeds typical methods; anything more just ads to the cost because cubes and cost of materials are increased.

Your (our) thoughts are not far from the pulse of the nation it seems.

http://www.practicalmachinist.com/vb/general/help-machine-freight-damage-claim-failure-222019/
http://www.browncafe.com/forum/f36/dockworkers-drivers-share-your-trailer-horror-stories-199542/
http://www.chiefdelphi.com/forums/archive/index.php/t-66589.html
http://www.complaintsboard.com/complaints/estes-express-lines-richmond-virginia-c210065.html
http://www.truckingboards.com/forum/yrc-freight/59023-well-idiots-have-started.html

Best option for those not in a time crunch, have your lift(s) shipped on a flatbed rather than LTL. We can accommodate for same price – but we have to fill the truck on a particular route so it may add 5-10 days. Specialized carriers like Schneider National are also an option but usually way cost prohibitive.

Bottom line, reach out to BendPak and we'll be happy to service you.

Jeff