Praise for Gesswein

Jewelry Discussion
1

Last year when I was in Tuscon I ordered a photobox from Gesswein at
their display booth. So when this item arrived at their Toronto at
their office I immediately picked it up and used it, for 3
weeks…:frowning: There was a problem with the electrical system.

A new power supply was ordered. So now 13 months later again some
of the internal lights are not working…woops!

A few moments ago I called the office and asked “how much longer
should I wait?”. The owner said "Gerry, we are going to get you
another “NEW” photobox, no charge to you…:slight_smile:

Even after the 12 month warranty was long over Gesswein came
through. This what I call a good demonstration of “looking after the
client”. I suppose with some of the larger companies, they will stick
to their warranty to the day. Then we have to just eat the costs for
"out of warranty" repairs.

This is why some companies are still in business, they are
good!!..:)…Gerry!

2 
Even after the 12 month warranty was long over Gesswein came
through. This what I call a good demonstration of "looking after
the client". I suppose with some of the larger companies, they will
stick to their warranty to the day. Then we have to just eat the
costs for "out of warranty" repairs.

And some won’t even cover the mistakes they, themselves have made. An
example. Couple years ago (spring 2007) I decided I wanted GRS power
hone. Shopped around on the net, and ended up ordering it from
Progress tools in L.A. Well, it was back ordered. That’s OK. Took
maybe a month for it to arrive. OK, still fine. Credit card not
charged till the order was shipped. Still fine. But the one I’d
ordered was supposed to have included a 600 grit diamond lap in the
price. No lap. Emailed Progress. No reply. Called them. Was told
someone would check and get back to me. No return call. Emailed
again. Still no reply. Called again. Same thing. Wrote a letter. It
might have well have been dropped right into my shredder. Shortly
after this, at the SNAG conference, I mentioned this to the folks at
the GRS booth. Was told I had to deal with Progress…

Now, I don’t know if GRS shipped the wrong product, or Progress
ordered the wrong product, but I do know I never got that lap, worth
somewhere in the 60 dollar range I think. I know the quality control
slip included in the box listed this as product description ?1 525
(first number/letter not legible). But I have no idea which exact
product that describes. So no idea who’s mistake this is.

OK, I know I could have been much more aggressive following up. But
I’m no good at being aggressive.

Instead, I’ve simply not ordered from them again. Kind of too bad,
since they do have a wide range of items, some not available from
other sources I’ve found. But that dissatisfaction kind of festers,
and though I now and then look at their web site, perhaps even
contemplating ordering something I need that’s there at a good price,
well, no thanks. Not till that wound heals. Perhaps if someone from
Progress reads this, they might give me an email reply, but I doubt
that will happen. It would require that they take their customer’s
interests, such as Orchid, a bit more seriously than the treatment I
got would suggest. We’ll see.

And perhaps to my discredit, I’m afraid I even feel reluctant to
order GRS products too, from the same sitaution. They no doubt had
much less fault involved, but then again, they also raised no effort
to help. At the very least, if I need something from them, and I do,
now and then, I order it from one of their dealers, such as Otto
Frei, or Gesswein, or other firms who I KNOW will support me if
there’s any problem.

I wouldn’t have brought this up, but last week, finishing my tax
returns (at the last minute, of course) I happened to run into that
reciept and quality control slip. Reopened the irritation…

Gesswein, or Frei, or some other firms I buy from now and then, may
not be the absolute cheapest sources for their products some times.
But as my experience shows, sometimes going for the lowest list
price ends up costing more in the end. That business service and
customer care is worth paying a bit more for when needed.

Cheers
Peter Rowe

3

I had a similar experience with Progress. I purchased a power
rolling mill from them for around $6,500.00. A few years later I was
looking for on the mill. Nothing special, it was included
in the owners manual which I lost, but they won’t return inquiries at
all. Not even to say they can’t help; just nothing.

Dan

4 
I order it from one of their dealers, such as Otto Frei, or
Gesswein,

[PLUG]

I can say that I know the Frei people personally - some of the
brothers and most of the staff. That’s mostly because their SF office
is right down the hall (next door to Revere). I also dealt with them
on the 6th floor… About 28 years now.

They are a family owned business - I’ve never had any real troubles,
though I have no doubt that some might have some issues with them
(meaning they are human, like the rest of us). But certainly they are
a great outfit, they’re accessable and certainly they will deal with
people and treat them right. Not always the best price, maybe, but
talk to Woody in SF and he’ll fix you up…;}

5

i know this isnt about gesswein but i just wanted to make a comment
on a couple of companies, it does make a hell of a difference if a
company has a good customer service like gerry recieved, even if
there prices are a bit higher good customer and after service make
it well worth it

i ordered a rolling mill from durston and mathew durston was amazing
he was friendly and very helpful no wonder there company is so well
known, also i ordered an new torch from j and r welding supplies
andrew booker also gave a great service and we need more people like
that these days one last example is i ordered some items from
metalliferous and when the package arrived this morning one item was
missing so i did the normal thing and sent them a polite email to
tell them as we all know mistakes happen and within a few mins my
account was credited for the missing item, i could have died from
shock, i thought it was goin to be a case of emails backward and
forwards tryin to get a replacement or refund as some companies dont
care once you have handed over your money but these three companies
have shown me that there are still some places the do care about
there customers and not just about money

regards
jason

6 
I had a similar experience with Progress. I purchased a power
rolling mill from them for around $6,500.00. A few years later I
was looking for on the mill. Nothing special, it was
included in the owners manual which I lost, but they won't return
inquiries at all. Not even to say they can't help; just nothing.

Nice to know I’m not alone. At least you were only denied decent
service. They didn’t cheat you of of anything. I’d assume you could
somehow locate the mill manufacturer or another dealer, to get the
info?

Cheers
Peter

7

I gave up trying to request catalogs from Gesswein a year ago. I
spoke to a rep at their booth in Tucson 2 years ago. I was offered an
old catalog form a company that carries some of their tools, I
requested a catalog by phone repeatedly. I have emailed them. I have
been in the trade for over 30 years, JBT listed, etc. and was looking
to expand my shop. I found my new equipment elsewhere.