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.