From: gary_preckshot@lccmail.ocf.llnl.gov (gary preckshot)
Newsgroups: rec.woodworking
Subject: A Grizzly Tale: Mr. Grizzly Returns
Date: 14 Aug 92 15:57:00 GMT
Organization: LLNL

Mr. Grizzly has replied to my third letter.  Here is the correspondence
to date.  I know some people are tired of this thread, but it would be unfair
not to give Mr. Grizzly the last word.
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    August 4, 1992


    Mr. S. Balolia
    President
    Grizzly Imports
    P.O. Box 2069
    Bellingham, WA 98227

    Dear Mr. Balolia,

         There has been considerable interest and discussion on the network
    regarding your reply to my first letter about my G1012 bandsaw.  As a
    courtesy to you I have enclosed those additional network postings in
    which I have participated.  The first, a survey of several Grizzly
    owners willing to respond, gives an idea of the opinions of some of
    your customers other than myself.  The second is a summary by me with
    answers to questions asked by several netters.



                                Yours very truly,



                                Gary Preckshot

==================================================================

August 10, 1992

Dear Mr. Preckshot,

I am in receipt of your letter of August 4, 1992 together with a copy
of the results of the survey on Grizzly tools.

I was surprised that only a handful of your fellow "netters" responded
to your plea for support and wrote to me.  Some had logical concerns
that were asked in a mature polite manner.  Others were downright
obnoxious and illogical.  Those went in the round file.

One of the people that wrote in with logical concerns was Mr. A. Schwartz
from ......., California.  A copy of my reply to him is enclosed for your
information.  It is self explanatory and will give you a little insight
as to what makes us "tick."  It also explains why you got the response you
did.  However, you did miss the point of my letter to you.  Read the
closing paragraph; " . . . even though your letter was full of sarcasm,
*we do appreciate the feedback received from customers enabling us to
improve our products,* if necessary." [bold print between *...*:GGP]

Anyway, I do not know if my letter to Mr. Schwartz and this letter will
end up on your network, but if they do, I will give you a few tips on
how to get the best results when you have a problem and want to complain.
First, be brief and to the point.  Do not send 3 page typewritten letters
giving non-consequential and non-pertinent information.  Second, be polite!
This may be difficult for some, specially when some of us want to assemble
a machine and start using it right away and cannot handle the frustration
when things do not go right.  Third, do not threaten.  Nothing in the
world is perfect.  We can have the best machine on the market and once
in a while, a "Friday afternoon" lemon will go through.  We are an ethical
company and will perform as advertised and expected.

Finally, it was a pleasure reading the results of the unbiased survey of
Grizzly machines on your network.  The excellent and favorable results
just prove that we have good products and good after service.  However,
our reputation means a lot to us and our efforts to maintain it shall
continue unabated.

Sincerely,

/s/

S. Balolia
President

P.S.  Not to spoil your day since you have already bought a bandsaw, but
based on customer comments, magazine articles and our own desire to
be the best, we have designed what will be the best 16" bandsaw on the
market.  No more details shall be available until our 1993 catalog
comes out.

==================================================================
July 27, 1992

Dear Mr. Schwartz,

I am in receipt of your letter of July 22, 1992 together with the other
information for which I am grateful.

I think that most of the people did not fully digest the contents of Mr.
Preckshot's entertaining letter.  He was stating what he went through
in trying to set up his 18" Bandsaw, what kind of problems he encountered
and how he fixed them.  He then sarcastically listed the contents of a
machine shop that would be required to assemble (according to him) the
bandsaw.  Then he informs me at the end of his letter that he has posted
this unflattering letter to the to the electronic bulletin (board: sic GGP)
"where it is propogated (sic) at the speed of light to millions of
woodworkers."  That final, shoot first, ask questions later approach was
what triggered the kind of response Mr. Preckshot got from me.

I got into the business of selling machinery because wood and metal
working are my hobbies and many years ago, just prior to Taiwan entering
the machinery market, I would go looking for tools.  What I found out
there was ridiculously overpriced and the after-service not overly
impressive.  I started selling machinery and tooling with the specific
intent of supplying others like me with a low priced product.  Low prices
alone are not enough and so after-service went hand in hand.  Thus,
Grizzly turned into a major force.  Courtesy, speed, after-service,
technical know how, etc. . ., all played and still do, a major role in
our growth.

Had Mr. Preckshot contacted us with his concerns or problems, we would
have gladly taken care of them by way of replacement parts, etc. . .  We
will still do so should he require assistance, but he fixed the problems
himself, accused us of poor quality and without even giving us a chance
to respond to his problem, advertised his negative experience to the
electronic woodworking world.  Put yourself in that position; wouldn't
you like to have a shot at satisfying your customer before he cries
foul?  Now, had we been given an opportunity to fix any problems and
were not willing to do so, then I would say let us have it with both
barrels!

I do not mean to undermine the safety issue nor do I wish to excuse the
sharp edges on the covers for the wheels, but judging from a couple of
responses I have had as a result of Mr. Preckshot's proding, some of
you out there want to make a federal case out of it.  Look, you can get
cuts to your hands with a sheet of paper!  I am in my workshop every
night and am always cutting myself.  As a matter of fact, at any given
time, I have at least 5 cuts on my hands; a sharp router bit, a slipped
carving chisel, a deep sliver, a sharp edge on a freshly milled piece
of steel, a hasty motion, etc. . . and I am a very safety conscious guy!
If I were to go to a lawyer, I am sure he could build up a case where
my piano playing has been affected even though I don't own a piano
and the only thing I can play on one is "Bah Bah Black Sheep."

Finally, if I had wanted to dismiss Mr. Preckshot's letter as "just another
complaint", then I would not even have taken the time to respond to him.
Incidentally, I have many a time, authorized free repairs to machinery
that was out of warranty, but when it was apparent that a flaw existed
from the factory.  Now, this is not an open invitation for a lifetime
warranty, but rather a statement of fact that we are fair and equitable
and not just out to make a sale.

I hope that I have been able to explain our position and want to thank
you for showing concern.

Sincerely,

/s/

S. Balolia
President
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Newsgroups: rec.woodworking