Author Topic: Jessem Specials  (Read 8805 times)

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Offline ewils91

  • Posts: 186
Re: Jessem Specials
« Reply #30 on: June 29, 2022, 08:38 AM »
I have initiated a message to them with pictures asking for a full refund and return shipping label. I hope they honor. Else will feel very cheated. No matter how big or small a business is ..integrity is key and customer satisfaction will decide the fate of that business. Exactly like what you said Matt.. pictures shown and description was misleading. I would never have bought if these pictures were shown. I hate wasting time on the phone.. fighting to resolve these issues.. ahhh.

I wish we had a "Like" button here for me to click on. I told them that my measure of a company was not how they reacted when things were going well, but how they dealt with their customers when things went wrong. Thanks, and please keep us posted.

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Offline festal

  • Posts: 339
Re: Jessem Specials
« Reply #31 on: June 29, 2022, 08:48 AM »
I think it's high time Hans and his team @TSO_Products get into the router table game. They're certainly equipped to do it and their customer service alone would put the competition to shame.
Woodpecker makes them. Not cheap but customer service is impeccable. Incra too but wait times are killer


Sent from my iPhone using Tapatalk

Offline cpw

  • Posts: 360
Re: Jessem Specials
« Reply #32 on: June 29, 2022, 09:23 AM »
Woodpecker makes them. Not cheap but customer service is impeccable. Incra too but wait times are killer
My woodpecker lift is good.  If someone is going to make a new lift, something like the discontinued sidewinder would be nice.  The woodpecker above table adjustment wheel is just a bit hard to turn and the wrench isn't that precise.

I wish I left more room though for the fence adjustment when I cut the hole in my sawstop table.  At the time, you could purchase a replacement top easily; but they are no longer on the parts store.  That was my own mistake though.  Without the micro adjust there is plenty of room, but if you add the micro adjust I have barely enough.

Offline xedos

  • Posts: 585
Re: Jessem Specials
« Reply #33 on: June 29, 2022, 09:33 AM »
why don't you fellas just get your cc co. involved and claim jessem didn't send what you ordered.

that'll get their attention.

I'd also send mgmnt. a link to this thread and the other woodworking sites where this is being discussed.

Offline Crazyraceguy

  • Posts: 1649
Re: Jessem Specials
« Reply #34 on: June 29, 2022, 12:30 PM »
@Blues, I would say that the damage to the corner of the second pic was probably not them. That came from the original manufacturer of the phenolic itself. However, they certainly should have cut around it. That kind of thing happens. We get flawed materials in the cabinet shop all the time. It's how you handle it that matters. For us, it is recorded/documented as soon as it is noticed, whether that is the receiving/inventory people or one of us as the users. Then, if it is a piece that can be cut around or saved for later, where it might, we just mark it and move on to another piece. With some products there is some waste (off-cuts/drop) so there is no point in chasing after it too early.
This however should never get to a customer.
That Swiss cheese is not acceptable in any way. I'm actually surprised that they let something that bad get out? Makes the company look bad, no matter the cost.
I have kind of always thought that it looks bad for a company to sell seconds/blems. Rigid had a bit of a problem with that years ago. They were so well known for it that people would delay purchases of new products to get one from the discount program.
There is a huge exception to this for the Festool stuff though. They are well known for the 30 return thing to the point where people around here abuse it as a rental program. So there are perfectly good (factory passed and retail sold) returned products on their discount site.
CSX
DF500 + assortment set
PS420 + Base kit
OF1010
OF1010F
OF1400
MFK700 (2)
TS55, FS1080, FS1400 holey, FS1900, FS3000
CT26E + Workshop cleaning set
RO90
RO125
ETS EC 125
RAS115
ETS 125 (2)
TS75
Shaper Origin/Workstation
MFT clamps set

Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #35 on: June 30, 2022, 01:33 PM »
Reply from Jessem
Quote
As mentioned in my first email, the description of the factory-second version of the Mast-R-Top clearly stated the top may have imperfections, blemishes or mis-machined holes that were corrected.

You can return it for a refund, but you have to pay the shipping cost to do so.

As that box is large, the shipping cost may exceed $50.

Perhaps it is more economical for you to attempt to sell the Mast-R-Top locally on another website.

Or, reach out to a local woodworking club to see if one of their members is interested in buying an imperfect JessEm top at more than 50% off the regular price.

Quote

Unbelievable... consistent with what you experienced Matt. NEVER BUYING A JESSEM PRODUCT EVER AGAIN. Wondering what my next steps should be.



Offline ChuckS

  • Posts: 3691
Re: Jessem Specials
« Reply #36 on: June 30, 2022, 01:39 PM »
Agreed -- Unbelievable.

Online edwarmr

  • Posts: 298
Re: Jessem Specials
« Reply #37 on: June 30, 2022, 01:48 PM »
@Blues

Send Jessem this line from their product description:
“Even though the tops are perfectly flat and the quality of the material is still perfect, this imperfection on the underside of the top gives us a need to sell the tops at a very reduced cost.”
« Last Edit: June 30, 2022, 01:50 PM by edwarmr »

Offline ironchefboyardee

  • Posts: 28
Re: Jessem Specials
« Reply #38 on: June 30, 2022, 01:52 PM »
@Blues
That Swiss cheese is not acceptable in any way. I'm actually surprised that they let something that bad get out? Makes the company look bad, no matter the cost.
I used to work at a high end cooler (ice chest) company that would sell scratch and dent at their warehouse. It was a really popular program, but they were picky about what they would sell (and eventually discontinued the program). If the defect was noticeable then having it out in the field was a poor reflection on the company.

These defective tops are on the internet now and no question it is damaging their brand more than the small amount of money they recouped versus scrapping.

Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #39 on: June 30, 2022, 02:35 PM »
Sent this note back to their CS.
______________________________
The topside has damage that renders it useless. Dont know how you even shipped these to a customer!

Reproducing verbatim from your website ..
Quote
“Even though the tops are perfectly flat and the quality of the material is still perfect, this imperfection on the underside of the top gives us a need to sell the tops at a very reduced cost.”
Quote.

As per the description the imperfection is on the underside. The problem is the topside is damaged and the "quality of the material is NOT perfect" and is not in line with the description stated. 

Could you please review and process an RMA with "return shipping label" for a full refund for the COMPLETE order? YES I want to return all items as i dont have any trust that i would get proper support for any product you sell. 

This is my 1st experience buying your product. Even though i bought factory seconds i had high expectations that the products you sell would be backed by decent customer service. Instead you are suggesting that i sell it locally!? When things do go wrong its an opportunty for the company to remedy the experience for the customer and build back the trust. Sad to see that i have to plead for you to send me a return shipping label for a faulty product that you shipped to me. Please escalate and do the needful to send me a return shipping label so i can send back ALL items for a full refund.
_________________________________
Let's see what happens! At this point.. i am ready to trash and move on .. but might hangon to make a point so the company does not take someone else for a ride!

Thanks for allowing me to share my frustration with you guys... and thanks for the support.



Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #40 on: June 30, 2022, 02:39 PM »
@Blues

Send Jessem this line from their product description:
“Even though the tops are perfectly flat and the quality of the material is still perfect, this imperfection on the underside of the top gives us a need to sell the tops at a very reduced cost.”

Thanks @edwarmr .. did exactly that!

Offline JimH2

  • Posts: 1152
Re: Jessem Specials
« Reply #41 on: June 30, 2022, 05:52 PM »
Could you please review and process an RMA with "return shipping label" for a full refund for the COMPLETE order? YES I want to return all items as i dont have any trust that i would get proper support for any product you sell.

This is my 1st experience buying your product. Even though i bought factory seconds i had high expectations that the products you sell would be backed by decent customer service. Instead you are suggesting that i sell it locally!? When things do go wrong its an opportunty for the company to remedy the experience for the customer and build back the trust. Sad to see that i have to plead for you to send me a return shipping label for a faulty product that you shipped to me. Please escalate and do the needful to send me a return shipping label so i can send back ALL items for a full refund.

Really no need to add the commentary on expectations and trust. The person handling customer service could care less. It will not help your case and could end up making the whole process tougher for you.

Give them a day or two to fix and if they do not give you the refund then call your credit card company and let them take over. No company wants chargebacks on their account because they will be penalized with increased in processing fees moving forward for having chargebacks. It is the least desirable result for them. This should trigger them to get your problem resolved.

Offline Richard/RMW

  • Posts: 2309
Re: Jessem Specials
« Reply #42 on: June 30, 2022, 06:27 PM »
Must admit I've become so used to companies responding with excess service that I'm flabbergasted at how they are handling this.

I have a 3 year old Shaper Origin and the spindle started freaking out one day, emailed support figuring I'd need to buy a new one and instead they shipped the replacement and had me return the old one, all no cost.

I talk up the SO at every opportunity because it's a great tool and because of my experience with them. No matter how good Jessem tools are, no one who has read this thread is likely to have a positive impression they'd pass on now.

RMW
As of 10/17 I am out of the Dog business and pursuing other distractions. Thanks for a fun ride!

Offline ChuckS

  • Posts: 3691
Re: Jessem Specials
« Reply #43 on: June 30, 2022, 06:38 PM »
I have their table saw stock guides and the latest miter gauge...both excellent products...and Canadian. But how they handled the "seconds" sale when things went south was unacceptable. The owner or management should now step in, rectify the customers' problems at no cost to the customers, and review internally why and how things had gone so wrong.

Learn a lesson, do what is necessary to repair the tarnished reputation, and move on.

Offline ewils91

  • Posts: 186
Re: Jessem Specials
« Reply #44 on: June 30, 2022, 07:01 PM »
I went so far as copying and pasting snippets from their website and attaching them to my communications with them. The Lady couldn't have cared less. You could tell that she felt secure and that how her company treated one customer wouldn't affect her one bit.

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #45 on: June 30, 2022, 07:20 PM »
I went so far as copying and pasting snippets from their website and attaching them to my communications with them. The Lady couldn't have cared less. You could tell that she felt secure and that how her company treated one customer wouldn't affect her one bit.

We must have talked to the same lady. Pretty sure their CS staff is a single person.
Instagram @matts.garage

Offline ewils91

  • Posts: 186
Re: Jessem Specials
« Reply #46 on: June 30, 2022, 08:54 PM »
I went so far as copying and pasting snippets from their website and attaching them to my communications with them. The Lady couldn't have cared less. You could tell that she felt secure and that how her company treated one customer wouldn't affect her one bit.

We must have talked to the same lady. Pretty sure their CS staff is a single person.

I think you're right. I'm not sure what happened to them.

Offline Rob Z

  • Posts: 1080
Re: Jessem Specials
« Reply #47 on: June 30, 2022, 10:45 PM »
She sounds like the same "charming " person who answered the phone when I called one time with some basic questions about a router lift.   [scratch chin] I don't have a lot of patience for people who constantly interrupt, and especially when their answers demonstrate that they didn't listen to my questions. It was easy enough to shop elsewhere for what I needed. 

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #48 on: July 01, 2022, 07:52 AM »
Sadly I think I'm going to use their fence based on the design and compatibility with the top. I'll likely use the Incra plate for the clean sweep feature.
Instagram @matts.garage

Offline rvieceli

  • Posts: 1734
Re: Jessem Specials
« Reply #49 on: July 01, 2022, 08:37 AM »
I'm sorry I posted this after all the trouble you folks are having.

Ron

Offline squall_line

  • Posts: 1457
Re: Jessem Specials
« Reply #50 on: July 01, 2022, 09:42 AM »
I'm sorry I posted this after all the trouble you folks are having.

Ron

I work in customer support group for a software company.  This thread has been incredibly insightful and instructive as it mirrors things that I see with my own group from time to time.  I plan on using some of this to help train our workers, as sometimes people only understand it when they see someone else do it.

So this posting, though it created some grief for members, has been helpful for me for reasons other than woodworking.  I think it was meant to be posted and needed to happen.

Offline woodferret

  • Posts: 157
Re: Jessem Specials
« Reply #51 on: July 01, 2022, 09:57 AM »
I'm sorry I posted this after all the trouble you folks are having.

Ron

I'm sorry for the folks having issues, but I'm glad you posted it anyways.  Eyes wide open as I had Jessem on my next purchase.  I'd rather buy a Kreg now :P

Online edwarmr

  • Posts: 298
Re: Jessem Specials
« Reply #52 on: July 01, 2022, 11:03 AM »
I found this on another woodworking forum complaining about Jessem customer service. Someone had the Jessem owner's email address. Not sure if it's current but someone could email him and share this thread so he knows what's going on.

Darrin Smith
dsmith@jessem.com

Offline Michael Kellough

  • Posts: 5539
Re: Jessem Specials
« Reply #53 on: July 01, 2022, 12:30 PM »
Maybe Mrs. Smith handles customer service?

Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #54 on: July 01, 2022, 07:33 PM »
I'm sorry I posted this after all the trouble you folks are having.

Ron
Ron... Naah... please don't feel bad. You did the right thing. It's OK..not everything goes per plan. The camaraderie and knowledge sharing far exceeds the pain. This forum provides a shared learning experience like none other. So thank you.

Btw.. i have not received any reply from them after that.. will wait until after the holidays and call them. Thanks again guys.

Offline cpw

  • Posts: 360
Re: Jessem Specials
« Reply #55 on: July 01, 2022, 10:11 PM »
I'm sorry I posted this after all the trouble you folks are having.

Ron
I picked up a set of stock guides for the router table, and they were perfect, so I'm happy you shared.  For things like this where Jessem is the only game in town, I'll continue to take my chances [but maybe not with seconds anymore].  I would definitely consider other choices where there are easy substitutes like a router table top.

Offline Cheese

  • Posts: 9868
Re: Jessem Customer Service VS Festool Customer Service
« Reply #56 on: July 01, 2022, 11:36 PM »
So this recent thread really put things into perspective for me. As Festool, Woodpeckers and Starrett have always professed...it's all about customer service stupid!!!

I recently purchased an OSC 18 from Festool Recon, I noticed that I was missing a blade and also that one of the blades included would not fit the OSC, it would only fit the OS 400 Vecturo. I emailed Festool that information to Festool customer service and included this photo of what I received.



An hour later, I received a reply stating that they would promptly send me the missing blades...sounds good.

Today this package arrived, my first thought was Festool was pretty much spending too much $$ to ship 2 lousy blades.



Here's what was inside...



$170 worth the blades...sorry guys & gals this is what customer service is all about.



Offline festal

  • Posts: 339
Re: Jessem Specials
« Reply #57 on: July 02, 2022, 08:14 AM »
Same experience with Woodpecker.  I bought a dog hole kit on here and template adapter woudln't screw on.  Emailed woodpecker, They immideatly knew what i was talking about, asked for my address and i had the replacement part 3 days later.
also ordered freehand routing guard from them, it was missing the threaded knobs.  Emailed them and had replacement in couple of days. 

I did buy jessem TS guides and jessem miter guage and both arrived in perfect working order

Offline Mortiser

  • Posts: 130
Re: Jessem Specials
« Reply #58 on: July 02, 2022, 01:43 PM »
I am really surprised and sorry that so many of you are having problems with Jessem. In 2021 I finally decided to upgrade my router table and bit the bullet and ordered the "Ultimate Router Table Package"... the works. They said it would be delayed. And delayed it was. I inquired after a couple of months and they were unable to give me a date due to an issue with aluminum extrusions. After several more months I needed a table, so I cancelled and ordered what was available from several local shops to complete an all Jessem outfit, but not quite at the ultimate level. The first time I used the Jessem switch on my new set-up it came apart. It was obviously already broken, new in the box. (I think during assembly in China - but could have been a return.) I called Jessem and told them I just needed the $9 switch insert for the switch housing. Within a couple of days, I had a complete new switch assembly (worth $50). The customer service was excellent - no questions asked. My inquiry and response was all transacted via email. I included pictures like you guys.
I'm really surprised to hear of the issues. I sure hope it improves soon. They do make good products.

Offline ewils91

  • Posts: 186
Re: Jessem Specials
« Reply #59 on: July 03, 2022, 09:33 PM »
I've received the wrong squares from Woodpeckers once. I contacted them, they sent the correct ones out immediately and asked me to please accept the wrong ones as a courtesy for my troubles. Uhhhh, okay, about $120.00 in squares. Wow not expected but what a way to show responsibility for their error.