From: gurley@spectra.com (Jim Gurley)
Newsgroups: rec.woodworking
Subject: Re: A Grizzly Tale: Mr. Grizzly replies
Date: 23 Jul 92 19:38:07 GMT
Organization: Spectragraphics Corporation

In article <1992Jul21.115336.17342@clpd.kodak.com> porcelli@serum.kodak.com writes:
>
>In article <WOODWORK%92071617245729@IPFWVM.BITNET>, Jeff Roberts
><JROBERTS@UTDALLAS.BITNET> says:
>>
>>>Mr. Grizzly's reply:
>>>=========================================================
>>>
>>><<<Great stuff deleted>>>
>>>
>>>03. Regardless, nobody in retail, especially not a president, should EVER
>>>    treat a customer in this regard.  Gary had problems with his
>>>    tool and he received an insulting mail-o-gram for it.
>
>>Mr. Balolia (aka Mr. Grizzly):
>
>>The quote above sums up my position. Your attitude is unacceptable
>>in one asking others to invest in expensive machine tools, part of the
>>value of same being the reliability of the manufacturer's customer
>>service facility.
>
>>I have a number of large machine tools in my shop, and plan to acquire others.
>>I have been contemplating the purchase of a Grizzly 24" wide-belt sanding
>>machine. That purchase will now be deferred, pending what I read here of
>>your efforts to resolve Gary's problems with his Grizzly equipment.
>>Perhaps you *can't* resolve it - but you certainly need to make a
>>better effort at doing so than I have seen documented here thus far.
>
>>Let me give you an example of what one can reasonably expect from a
>>tool supplier, Mr. B.  Not long ago I purchased a machine tool from
>>a supplier; the tool proved to be defective. I returned to the establishment
>>where I had purchased the item and asked the address of the nearest service
>>center, intending to contact same regarding some sort of repair. To my
>>great pleasure, the supplier summarily replaced the ENTIRE UNIT on the spot!
>
>>Perhaps you can draw some inferences regarding proper customer relations
>>from this factual example.
>
>>W. K. Gorman
>
>How can you be writing a letter to someone telling them how to run their service department when you yourself have never even dealt with them?  If the poster of the original letter would have called Grizzly's customer support he may have gotten some satisfaction but he just went ahead and did himself.
>
>I have dealt with Grizzly's customer service.  They have always been very kind and helpful.  Their response times have been very acceptable.  I have several Grizzly products and know others that have many also.  We have all been happy with the quality of the product and with their service.
>
>Don't jump to conclusions because of one person's bad experience.  People that are complaining about something are a lot more likely to write about it than people that are satisfied.  Be carful.  You might miss out on a good buy.
>
>Rocco Porcellio
>Eastman Kodak Co.

Ditto.  I called their service people one day after having tried to make
their MORTISING KIT fit my off-brand drill press.  The quill didn't fit,
but I thought I could shim it.  Anyway, it broke under load.  I asked them
if thaey had any ideas for getting the right size part for my quill and
they custom machined their next smaller unit for a $15 fee and I got the
part in four days.  No questions about whose drill press, whether I owned
their mortising set...only questions making absolutely sure I was asking
for the right diameter (55 mm).