Author Topic: Jessem Specials  (Read 8804 times)

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Offline rvieceli

  • Posts: 1734
Jessem Specials
« on: June 17, 2022, 12:09 PM »
Jessem is currently running some deals on factory seconds of some items. All fully functional but may have a scuff or nick.

https://jessem.com/collections/factory-specials

The best deal seems to be the Phenolic  Mast -r-top $125 instead of 280

Seems they drilled the series of mounting holes on the underside in the wrong spots.  [eek]  Redrilled everything and are now dumping them. still flat and fine on the top. Might be a good option if you were looking for a router table top.

https://jessem.com/products/phenolic-mast-r-top%E2%84%A2-second

Ron

Festool USA does not pre-approve the contents of this website nor endorse the application or use of any Festool product in any way other than in the manner described in the Festool Instruction Manual. To reduce the risk of serious injury and/or damage to your Festool product, always read, understand and follow all warnings and instructions in your Festool product's Instruction Manual. Although Festool strives for accuracy in the website material, the website may contain inaccuracies. Festool makes no representations about the accuracy, reliability, completeness or timeliness of the material on this website or about the results to be obtained from using the website. Festool and its affiliates cannot be responsible for improper postings or your reliance on the website's material. Your use of any material contained on this website is entirely at your own risk. The content contained on this site is provided for informational purposes only and does not constitute professional advice.


Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #1 on: June 17, 2022, 03:25 PM »
Jessem is currently running some deals on factory seconds of some items. All fully functional but may have a scuff or nick.

https://jessem.com/collections/factory-specials

The best deal seems to be the Phenolic  Mast -r-top $125 instead of 280

Seems they drilled the series of mounting holes on the underside in the wrong spots.  [eek]  Redrilled everything and are now dumping them. still flat and fine on the top. Might be a good option if you were looking for a router table top.

https://jessem.com/products/phenolic-mast-r-top%E2%84%A2-second

Ron

Thanks for that @rvieceli . After selling the CMS I had already decided I would go with Jessem when the time comes. Now I have the top figured out and can add on the other bits down the road.

Matt
Instagram @matts.garage

Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #2 on: June 17, 2022, 06:37 PM »
Thanks.. i picked up their top and clear slides.

Now the motor they have.. is that the same as the spinrite? They look similar.

https://jessem.com/products/pow-r-tek%E2%84%A2-router-with-remote-control-box

https://www.woodpeck.com/spinrite-router-motor.html

Offline 4nthony

  • Posts: 334
    • Slack for Recon Tools
Re: Jessem Specials
« Reply #3 on: June 17, 2022, 06:52 PM »
Now the motor they have.. is that the same as the spinrite? They look similar.

The collets are different but otherwise they do look similar.

They both look like the Bora. Both the Bora and Spinrite are 3.25HP while the JessEm says it's 3HP. The Spinrite and Bora look like they share the same collet/inserts.



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Offline Mini Me

  • Posts: 250
Re: Jessem Specials
« Reply #4 on: June 17, 2022, 08:04 PM »
The Chinese sourced Spinrite motor which has been sold under numerous brand names initially had speed control problems and was pulled from sale when it was first introduced some years ago. I bought the second version when it became available and it also died with the same issue but I gave not kept up with what has happened in more recent years. I still think a 3 phase CNC water cooled spindle with a Variable Frequency Drive is a far more robust solution and for sure it is far more quite than a conventional router, so much so you really have to experience it to appreciate the difference. 

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #5 on: June 27, 2022, 04:55 PM »
I just received my top. I'm kinda bummed. I feel like they did a bait and switch. On the website they show separate extra holes. What I received is very questionable as the holes are compromised.
Instagram @matts.garage

Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #6 on: June 27, 2022, 06:54 PM »
I just received my top. I'm kinda bummed. I feel like they did a bait and switch. On the website they show separate extra holes. What I received is very questionable as the holes are compromised.
That's not good. Can you talk to them...or return the item?I ordered too... huh. Am yet to check.

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #7 on: June 27, 2022, 07:04 PM »
I just received my top. I'm kinda bummed. I feel like they did a bait and switch. On the website they show separate extra holes. What I received is very questionable as the holes are compromised.
That's not good. Can you talk to them...or return the item?I ordered too... huh. Am yet to check.

I e-mailed them pictures. We'll see if they get back to me tomorrow how they handle it.
Instagram @matts.garage

Offline ewils91

  • Posts: 186
Re: Jessem Specials
« Reply #8 on: June 27, 2022, 08:58 PM »
I just received my top. I'm kinda bummed. I feel like they did a bait and switch. On the website they show separate extra holes. What I received is very questionable as the holes are compromised.
That's not good. Can you talk to them...or return the item?I ordered too... huh. Am yet to check.

I e-mailed them pictures. We'll see if they get back to me tomorrow how they handle it.

Good luck, I hope your experience is better than mine.

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #9 on: June 28, 2022, 08:01 AM »

Good luck, I hope your experience is better than mine.

@ewils91 I wasn't sure what to expect until I got this e-mail back:

"You can ignore my earlier email now that I found this one with photos.

The lift you received happens to be one that DID NOT have any wrongly-machined holes.

That is why you don’t have “extra” holes.

You have a perfectly-manufactured Mast-R-Top and just lucky enough to have paid a reduced price for it."

Riiiiiight. I think their CS people need new glasses.
Instagram @matts.garage

Offline rvieceli

  • Posts: 1734
Re: Jessem Specials
« Reply #10 on: June 28, 2022, 09:14 AM »
@DynaGlide Matt I think that deserves a phone call.

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Monday - Friday
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Telephone: (506) 777-2582
Toll Free: 1-800-436-6799

Ron

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #11 on: June 28, 2022, 09:24 AM »
@DynaGlide Matt I think that deserves a phone call.

CUSTOMER SERVICE

Monday - Friday
8:00 am - 4:30 pm (AST)

Telephone: (506) 777-2582
Toll Free: 1-800-436-6799

Ron

I had tried the # earlier, got through just now. It sounds like CS doesn't really understand their product. They kept saying those holes wouldn't affect the lift mounting. They're supposedly taking printed pictures I sent to production for guidance.

I guess I'm spoiled by the CS from companies of other high end tool brands. Between their sparse manuals and single POC for CS (the person who answered the phone also is the same in the e-mail response), I'm not getting the warm and fuzzies on this purchase. If it weren't for the quality of the engineering (on the non-seconds items) versus other options out there I'd probably look elsewhere.
Instagram @matts.garage

Offline Richard/RMW

  • Posts: 2309
Re: Jessem Specials
« Reply #12 on: June 28, 2022, 09:33 AM »

Good luck, I hope your experience is better than mine.

@ewils91 I wasn't sure what to expect until I got this e-mail back:

"You can ignore my earlier email now that I found this one with photos.

The lift you received happens to be one that DID NOT have any wrongly-machined holes.

That is why you don’t have “extra” holes.

You have a perfectly-manufactured Mast-R-Top and just lucky enough to have paid a reduced price for it."

Riiiiiight. I think their CS people need new glasses.

No extra holes, just a hole and a half...  [doh]

Considering how easy it is to establish a bad online "rep" it flabbergasts me when a company reacts this way. Good luck sorting it out.

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

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #13 on: June 28, 2022, 01:47 PM »
@rvieceli @Richard/RMW

"Hi Matthew,

 

I spoke to our production supervisor and showed him your photo.

He says all of the Mast-R-Tops that had been correction-drilled were tested for screw tightness before being approved for sale. There were a couple that had the new hole drilled this close to wrong hole.

He tells my you will have no problem securing screws in those holes on your Mast-R-Top.

"

 [eek]
Instagram @matts.garage

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #14 on: June 28, 2022, 02:10 PM »
I just got off the phone with the same rep, and their stance is that I should be thrilled to have saved over 50% on the product even though it's not what they showed on their website. Their production manager assured the CS that every top was tested prior to leaving their facility.

They went on to say that they receive 100's of calls asking when factory seconds will be released and people are very eager to purchase them for substantial savings.

This is just bad business. You 'randomly' take a picture of what was probably the best of the seconds to put on the website then you sign off on selling ones like the one I received which frankly should've been trashed, or at least photographed and included on the website so people could make an informed decision.

I told the CS that if this is how they're going to handle things I just want to return it before buying anything else from them. I don't want to deal with this BS. They want me to pay return shipping and what not if I do that. I'm pretty frustrated over this.

Am I being way off base here?

Instagram @matts.garage

Offline Richard/RMW

  • Posts: 2309
Re: Jessem Specials
« Reply #15 on: June 28, 2022, 02:14 PM »
@rvieceli @Richard/RMW

"Hi Matthew,

 

I spoke to our production supervisor and showed him your photo.

He says all of the Mast-R-Tops that had been correction-drilled were tested for screw tightness before being approved for sale. There were a couple that had the new hole drilled this close to wrong hole.

He tells my you will have no problem securing screws in those holes on your Mast-R-Top.

"

 [eek]

Now there's a reputation to seek out..."Jessum, just good enough not to fail".

It is a second, so I guess that's got to be considered, but I'm skeptical about 75% thread engagement.

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

Offline Richard/RMW

  • Posts: 2309
Re: Jessem Specials
« Reply #16 on: June 28, 2022, 02:20 PM »
I just got off the phone with the same rep, and their stance is that I should be thrilled to have saved over 50% on the product even though it's not what they showed on their website. Their production manager assured the CS that every top was tested prior to leaving their facility.

They went on to say that they receive 100's of calls asking when factory seconds will be released and people are very eager to purchase them for substantial savings.

This is just bad business. You 'randomly' take a picture of what was probably the best of the seconds to put on the website then you sign off on selling ones like the one I received which frankly should've been trashed, or at least photographed and included on the website so people could make an informed decision.

I told the CS that if this is how they're going to handle things I just want to return it before buying anything else from them. I don't want to deal with this BS. They want me to pay return shipping and what not if I do that. I'm pretty frustrated over this.

Am I being way off base here?

Justification to buy a Shaper Origin so you and enlarge the holes and install inserts...

There's some merit to it being "good enough" for the price, I think it's their attitude that needs work. Just my [2cents]

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

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #17 on: June 28, 2022, 02:23 PM »
I just got off the phone with the same rep, and their stance is that I should be thrilled to have saved over 50% on the product even though it's not what they showed on their website. Their production manager assured the CS that every top was tested prior to leaving their facility.

They went on to say that they receive 100's of calls asking when factory seconds will be released and people are very eager to purchase them for substantial savings.

This is just bad business. You 'randomly' take a picture of what was probably the best of the seconds to put on the website then you sign off on selling ones like the one I received which frankly should've been trashed, or at least photographed and included on the website so people could make an informed decision.

I told the CS that if this is how they're going to handle things I just want to return it before buying anything else from them. I don't want to deal with this BS. They want me to pay return shipping and what not if I do that. I'm pretty frustrated over this.

Am I being way off base here?

Justification to buy a Shaper Origin so you and enlarge the holes and install inserts...

There's some merit to it being "good enough" for the price, I think it's their attitude that needs work. Just my [2cents]

RMW

I'm probably going to drop it I don't have the energy to fight with them. If the screws hold in the holes then it should be fine. The top is dead flat, the area the router lift drops into is well machined. The issue I have is their attitude as well. They knew exactly what they were doing when they took a picture of the best of the batch and not the ones like they sold me.
Instagram @matts.garage

Offline festal

  • Posts: 339
Re: Jessem Specials
« Reply #18 on: June 28, 2022, 05:20 PM »
Those are keyway holes lol


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Offline Peter_C

  • Posts: 1377
Re: Jessem Specials
« Reply #19 on: June 28, 2022, 05:58 PM »
Router the holes slightly larger, tap new threads for the right sized thread insert. The steel threads will actually be stronger. Although I personally wouldn't worry about it as the load on the screws is very minor in reality. That's a really nice router table top :)

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #20 on: June 28, 2022, 06:12 PM »
Router the holes slightly larger, tap new threads for the right sized thread insert. The steel threads will actually be stronger. Although I personally wouldn't worry about it as the load on the screws is very minor in reality. That's a really nice router table top :)

I'm past worrying about it. It is a nice top. Much much larger than the CMS I had before. Probably put a mast r fence on it down the road.
Instagram @matts.garage

Offline Lincoln

  • Posts: 256
Re: Jessem Specials
« Reply #21 on: June 28, 2022, 06:27 PM »
Router the holes slightly larger, tap new threads for the right sized thread insert. The steel threads will actually be stronger. Although I personally wouldn't worry about it as the load on the screws is very minor in reality. That's a really nice router table top :)

I'm past worrying about it. It is a nice top. Much much larger than the CMS I had before. Probably put a mast r fence on it down the road.

@DynaGlide - Which lift/plate are you going to be using? I just this week upgraded to the Incra and couldn't be happier. Looks like I have one of those 'Spinrite' motors, sold under a different name down here in Australia. Had it for a couple of years, no problems with it so far.



Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #22 on: June 28, 2022, 07:47 PM »
I just received my top. I'm kinda bummed. I feel like they did a bait and switch. On the website they show separate extra holes. What I received is very questionable as the holes are compromised.
That's not good. Can you talk to them...or return the item?I ordered too... huh. Am yet to check.

I received my top today Matt.. and it's pathetic..even the top surface has damage..and look at the bottom.. some one did not know what they were doing and drilled so many holes! Is this top even usable? I'm so unhappy. I ordered the motor and slides too. I think i should just return it all. Your cs experience does not seem encouraging..dont know what to do.

Offline ewils91

  • Posts: 186
Re: Jessem Specials
« Reply #23 on: June 28, 2022, 07:57 PM »

Good luck, I hope your experience is better than mine.

@ewils91 I wasn't sure what to expect until I got this e-mail back:

"You can ignore my earlier email now that I found this one with photos.

The lift you received happens to be one that DID NOT have any wrongly-machined holes.

That is why you don’t have “extra” holes.

You have a perfectly-manufactured Mast-R-Top and just lucky enough to have paid a reduced price for it."

Riiiiiight. I think their CS people need new glasses.

I'm very sorry to hear that. I genuinely was hoping that your experience would have been better. I've been traveling today and just got a chance to reply. I spent no less than 4 hours on the phone with them over the course of 6 or 7 days and too many emails to count trying to get a satisfactory resolution to an issue I had with One of their Pow-R-Tek router motors that died with about 15 minutes of light use. This is not the Jessem I remember from years past. I asked to speak to the manager and was told, hold on for this, that he was too busy to speak to me and even if he wasn't he probably wouldn't anyway.  [eek] That ended any money of mine ever seeing its way to them ever again.

Offline Muttley000

  • Posts: 32
Re: Jessem Specials
« Reply #24 on: June 28, 2022, 08:30 PM »
Wow, what a sad thread to read.  I’ve had great luck, but now worry if that will continue. Thanks for sharing!
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Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #25 on: June 28, 2022, 08:40 PM »
@Blues I'm sadly comforted to know I'm not the only one they tricked. I'm really sorry to see your pictures. With yours I think you would be completely justified to return or exchange given the damage to the top. The description clearly states the top side is unaffected.

This also confirms to me they posted a picture of the best of the batch knowing full well what they were doing.
Instagram @matts.garage

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #26 on: June 28, 2022, 08:42 PM »
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.
Instagram @matts.garage

Offline ewils91

  • Posts: 186
Re: Jessem Specials
« Reply #27 on: June 28, 2022, 08:52 PM »
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.
I never gave this a thought, I, for one would like to see this. I have an almost new Ultimate Excell II package as a trade in.  [big grin]

Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #28 on: June 29, 2022, 01:30 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.

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #29 on: June 29, 2022, 07:43 AM »
@Blues Keep us posted.
Instagram @matts.garage

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.

Festool USA does not pre-approve the contents of this website nor endorse the application or use of any Festool product in any way other than in the manner described in the Festool Instruction Manual. To reduce the risk of serious injury and/or damage to your Festool product, always read, understand and follow all warnings and instructions in your Festool product's Instruction Manual. Although Festool strives for accuracy in the website material, the website may contain inaccuracies. Festool makes no representations about the accuracy, reliability, completeness or timeliness of the material on this website or about the results to be obtained from using the website. Festool and its affiliates cannot be responsible for improper postings or your reliance on the website's material. Your use of any material contained on this website is entirely at your own risk. The content contained on this site is provided for informational purposes only and does not constitute professional advice.


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


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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.
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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.

Offline 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

Offline 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.

Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #60 on: July 14, 2022, 07:04 PM »
After multiple emails back and forth i stood my ground and finally have a refund for the top. They refused to send me return shipping and suggested i trash it.
I had bought their motor and slides as well. And due to this pathetic customer service ordeal did not want to use any jessem products so I will be returning them @ my cost. I finally have an RMA# after wasting a significant amount of time. I hate to return products but this went south in so many different ways. I want to cut my losses share my learning experience and move on. Guess it's still not done till i receive a refund for the other items i am yet to ship back at my cost to Canada! My experience with Lee Valley (Canadian comp) has been superb!. In summary Jessem may make decent products but their service is so painful and i will never use their products period. I have my 1400 for now which is just brilliant.Thank you guys.

Festool USA does not pre-approve the contents of this website nor endorse the application or use of any Festool product in any way other than in the manner described in the Festool Instruction Manual. To reduce the risk of serious injury and/or damage to your Festool product, always read, understand and follow all warnings and instructions in your Festool product's Instruction Manual. Although Festool strives for accuracy in the website material, the website may contain inaccuracies. Festool makes no representations about the accuracy, reliability, completeness or timeliness of the material on this website or about the results to be obtained from using the website. Festool and its affiliates cannot be responsible for improper postings or your reliance on the website's material. Your use of any material contained on this website is entirely at your own risk. The content contained on this site is provided for informational purposes only and does not constitute professional advice.


Offline Mortiser

  • Posts: 130
Re: Jessem Specials
« Reply #61 on: July 15, 2022, 02:23 PM »
@Blues , I agree. I haven't found anyone who can beat Lee Valley's customer service. They are an absolute pleasure to deal with.

Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #62 on: July 16, 2022, 09:01 AM »
Hi All...  happy to inform that i have a complete and full refund of the entire order.

@edwarmr @DynaGlide ..
I did forward the entire cs email thread to Darrin Smith (thanks edwarmr) as i was hitting a wall and sent him a note explaining the situation. Apparently he informed their VP sales Justin Perdu to look into the matter. And what a difference it made! Justin read the entire thread recognized the problem in CS and sent me a note acknowledging my frustration, apologized and thanked me for bringing it to their attention. He also instructed accounting to issue me a full refund and that i did not have to bother sending these items back. In doing so they  have made things right, my faith is restored and i will not hesitate to become their customer again. Surely their CS needs attention but overall values are intact. As a return gesture I do plan to order their top of the line router table package.

Festool or not (in this case "not"), this forum is such a joy to be a part off. So many people share their knowledge, contacts and suggest work arounds like none other. Love being a part of it. Thank you my friends 😊. It ends well.

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #63 on: July 16, 2022, 10:41 AM »
Thanks @Blues I just contacted that email as well.
Instagram @matts.garage

Offline woodbutcherbower

  • Posts: 381
Re: Jessem Specials
« Reply #64 on: July 16, 2022, 11:05 AM »
Always good to hear a happy ending. I don’t own any Jessem products personally, but I have to say that the CS I’ve always received from every tool or accessory manufacturer I do use, has always been stellar - with a special shout-out to Hilti UK. Just how they manage to get a courier to pick up a broken 15-year-old tool from my jobsite at midday on Monday within two hours of my call, have the local rep drop me a loaner by mid-afternoon, get my tool to their national repair centre in Scotland for Tuesday morning, fix it using OEM parts off the shelf (this is a 15-year-old tool, remember), service it, lubricate it, clean it, and get it back to my jobsite by 9am Wednesday morning is logistically staggering. The rep then shows up to collect the loaner, apologises for the inconvenience, and gives me a nice Hilti-branded beanie hat for my trouble. Their service offering isn’t cheap, but I’m happy to pay top dollar for something which is so seamlessly good. When these tools finally reach the end of their lives, they’ll all be replaced like-for-like with zero hesitation.

“Service is the silent salesman”. Never a truer word spoken.
« Last Edit: July 16, 2022, 01:25 PM by woodbutcherbower »

Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #65 on: July 16, 2022, 11:07 AM »
@ DynaGlide reach out to Justin VP sales Jperdu@Jessem.com

Offline Blues

  • Posts: 163
Re: Jessem Specials
« Reply #66 on: July 16, 2022, 12:20 PM »
Always good to hear a happy ending. I don’t own any Jessem products personally, but I have to say that the CS I’ve always received from every tool or accessory manufacturer I do use, has always been stellar - with a special shout-out to Hilti UK. Just how they manage to get a courier to pick up a broken 15-year-old tool from my jobsite at midday on Monday within two hours of my call, have the local rep drop me a loaner by mid-afternoon, get my tool to their national repair centre in Scotland for Tuesday morning, fix it using OEM parts off the shelf (this is a 15-year-old tool, remember), clean it, and get it back to my jobsite by 9am Wednesday morning is logistically staggering. The rep then shows up to collect the loaner, apologises for the inconvenience, and gives me a nice Hilti-branded beanie hat for my trouble. Their service isn’t cheap, but I’m always happy to  pay top dollar for something which is so seamlessly good. When these tools finally reach the end of their lives, they’ll all be replaced like-for-like with zero hesitation.

“Service is the silent salesman”. Never a truer word spoken.
@woodbutcherbower absolutely agreed.

Had a similar experience with my 10" makita lxt mitersaw. It was just out of warranty and died. Called Makita. No questions asked, a band new replacement was at my doorstep 2nd day morning and my defective saw was was picked up. They have me as a customer for life.

Offline DynaGlide

  • Posts: 1448
Re: Jessem Specials
« Reply #67 on: July 16, 2022, 01:06 PM »
Always good to hear a happy ending.

I'm not going to let them off so easy. All I wanted was an apology that what they advertised and what they sent were not the same thing and that they would do better in the future. That's it. Maybe I should have been clearer to them but I gave them every opportunity to do so and frankly, I shouldn't have to tell them that. Apparently I'm one of those customers that isn't too good at understanding the difference between a top marketed as having holes separate and away from where they should be and the one shipped out with overlapping holes. What an empty apology. To reiterate, I was completely fine ordering what was pictured on their website. Zero issues with what was shown. Happy to received a discounted top, had it been what was shown.

Oh and since he asked, please don't e-mail the original address for Darrin as it just forwards to him.

" Good Morning Matthew,

I received your email this morning regarding the festool thread. I do apologize for your discontent with the factory second mast-r-top that you received. We offered up these tops for just over $100 because of the initial wrong hole positions made by our supplier. There is absolutely nothing wrong with the tops except the underside. The hole placements circled line up perfectly with a stand, fence brackets and digital readout. We disclosed this on our page and even showed an image of what the top will look like.

Phenolic is already an expensive material and a brand new top is $269. So we thought some customers wouldnt have an issue with the additional holes on the underside if it saves them significant money. Obviously with the guys not understanding this issue at time of purchase the news is spreading throughout the festool chat. We will ultimately scrap all the remaining tops instead of giving people who couldnt afford a brand new phenolic top a substantial discount. We didnt realize this would have been an issue at time of offering these and I truly apologize for the inconvenience.

I do appreciate you bringing this to our attention as it shows me that customers are only looking for high quality woodworking products and we will only provide that moving forward.

I will make sure we issue you a full credit on your order Monday. Please keep the top and use it however you choose.

If you could also update the forums that Darrin no longer manages the day to day operations as he has recently retired and all his emails are redirected to me if there are any further questions or concerns regarding our products or quality.


Justin Perdu
Vice President
JessEm Tool Company"
Instagram @matts.garage

Offline Rob Z

  • Posts: 1080
Re: Jessem Specials
« Reply #68 on: July 16, 2022, 02:09 PM »
 [scratch chin] [scratch chin]


We will ultimately scrap all the remaining tops instead of giving people who couldnt afford a brand new phenolic top a substantial discount.


Offline 4nthony

  • Posts: 334
    • Slack for Recon Tools
Re: Jessem Specials
« Reply #69 on: July 16, 2022, 04:02 PM »
Geez, the nerve of this Justin guy. Customers are expecting to receive products that are of the quality represented in the product information and photographs, factory seconds or not.

When the quality of your factory seconds varies, one should sell them as individual items with different prices and/or ratings along with photographing the specific defects of each item. It takes more work but at least you're being honest with your customers. Showcasing the best product of the lot then shipping products that are inferior to the presented product is dishonest.

And then, this Justin guy decides to lay a passive-aggressive guilt trip on those whose expectations of a second hand product exceeded the reality of what they received. Wow.



Recon Tool Notifications

Anthony

"The best way to get a correct answer on the internet is to post an obviously wrong answer and wait for someone to correct you." - Kevin Kelly

Offline edwarmr

  • Posts: 298
Re: Jessem Specials
« Reply #70 on: July 16, 2022, 04:12 PM »
Hi All...  happy to inform that i have a complete and full refund of the entire order.

@edwarmr @DynaGlide ..
I did forward the entire cs email thread to Darrin Smith (thanks edwarmr) as i was hitting a wall and sent him a note explaining the situation. Apparently he informed their VP sales Justin Perdu to look into the matter. And what a difference it made! Justin read the entire thread recognized the problem in CS and sent me a note acknowledging my frustration, apologized and thanked me for bringing it to their attention. He also instructed accounting to issue me a full refund and that i did not have to bother sending these items back. In doing so they  have made things right, my faith is restored and i will not hesitate to become their customer again. Surely their CS needs attention but overall values are intact. As a return gesture I do plan to order their top of the line router table package.

Festool or not (in this case "not"), this forum is such a joy to be a part off. So many people share their knowledge, contacts and suggest work arounds like none other. Love being a part of it. Thank you my friends 😊. It ends well.

You're welcome! I'm glad things worked out for you :) Hopefully Justin can have a talk with their customer service rep and get her to change her attitude when dealing with future customers. One bad apple can truly give a bad name to the entire company and the customer service person clearly plays a huge role in how Jessem is viewed.

Offline edwarmr

  • Posts: 298
Re: Jessem Specials
« Reply #71 on: July 16, 2022, 04:17 PM »
Always good to hear a happy ending.

I'm not going to let them off so easy. All I wanted was an apology that what they advertised and what they sent were not the same thing and that they would do better in the future. That's it. Maybe I should have been clearer to them but I gave them every opportunity to do so and frankly, I shouldn't have to tell them that. Apparently I'm one of those customers that isn't too good at understanding the difference between a top marketed as having holes separate and away from where they should be and the one shipped out with overlapping holes. What an empty apology. To reiterate, I was completely fine ordering what was pictured on their website. Zero issues with what was shown. Happy to received a discounted top, had it been what was shown.

Oh and since he asked, please don't e-mail the original address for Darrin as it just forwards to him.

" Good Morning Matthew,

I received your email this morning regarding the festool thread. I do apologize for your discontent with the factory second mast-r-top that you received. We offered up these tops for just over $100 because of the initial wrong hole positions made by our supplier. There is absolutely nothing wrong with the tops except the underside. The hole placements circled line up perfectly with a stand, fence brackets and digital readout. We disclosed this on our page and even showed an image of what the top will look like.

Phenolic is already an expensive material and a brand new top is $269. So we thought some customers wouldnt have an issue with the additional holes on the underside if it saves them significant money. Obviously with the guys not understanding this issue at time of purchase the news is spreading throughout the festool chat. We will ultimately scrap all the remaining tops instead of giving people who couldnt afford a brand new phenolic top a substantial discount. We didnt realize this would have been an issue at time of offering these and I truly apologize for the inconvenience.

I do appreciate you bringing this to our attention as it shows me that customers are only looking for high quality woodworking products and we will only provide that moving forward.

I will make sure we issue you a full credit on your order Monday. Please keep the top and use it however you choose.

If you could also update the forums that Darrin no longer manages the day to day operations as he has recently retired and all his emails are redirected to me if there are any further questions or concerns regarding our products or quality.


Justin Perdu
Vice President
JessEm Tool Company"

@DynaGlide

Honestly I would be frustrated at that response too. I agree with @4nthony that Justin's comment was kind of passive aggressive. I think it's nice he refunded you but I would probably email him back just to clear things up and let him know that none of you had a problem with the top pictured in the listing. The problem was you had overlapping holes so the threads wouldn't fully engage. Also I would suggest to him as @4nthony said that they post each of their factory seconds separately with pictures. He shouldn't accuse his customers of being too picky in a backhanded way. His company just needs to be more transparent with what they are giving to their customers and back their product.
« Last Edit: July 16, 2022, 04:20 PM by edwarmr »

Offline Mortiser

  • Posts: 130
Re: Jessem Specials
« Reply #72 on: July 16, 2022, 05:08 PM »
You step in it, clean your shoes off, and then go step in it again?  [blink]

Offline Bob D.

  • Retailer
  • *
  • Posts: 2850
    • My Cordless Workshop
Re: Jessem Specials
« Reply #73 on: July 16, 2022, 06:24 PM »
I agree with @4nthony that if there was such a wide variation in the individual 'seconds' they
should have had unique listings and pricing that reflects the condition of that individual item.
-----
It's a table saw, do you know where your fingers are?

Offline squall_line

  • Posts: 1457
Re: Jessem Specials
« Reply #74 on: July 18, 2022, 03:13 PM »
"The fish rots from the head."

The passive-aggressive tone in the e-mailed response matches almost word-for-word with the response from the CS rep that initially handled the complaint.  I wouldn't go into an interaction with this company believing that they are looking to coach their reps and improve their quality of service.

As I mentioned before, I see it in other organizations as well.  Sometimes you have a bad apple in a Customer Service department who mouths off to a client or gets sarcastic with them, but often that happens because that's what they see modeled from their leadership team.

One way to understand if your own organization may be this way is how you talk about your clients internally.  Are you constantly mocking and/or bad-mouthing clients to your peers, even just in commiseration? If so, you may be on the slippery slope to letting that attitude inform your day-to-day interactions with clients, even the "good" ones.