Durtdawber
01-26-2009, 06:12 PM
This evening I had my first unpleasant experience with CarveWright. Back in October, I contacted them via email for assistance on some broken parts on my machine. I did this due to the fact my warranty was due to expire in November. After unsuccessfully getting a response from them, I attempted to contact them again. In mid November, I finally got a response saying the someone would be in contact. Toward the first of December, I received a voice message from a support rep. Due to the holidays, I waited until last week to contact them back. I guess that is my bad for being considerate and not bothering them during one of the busy times of the year.
Last week, I was told that one of the items was covered under warranty even though my warranty had run out and the other was not. Tonight, I received a call from their support management to let me know that the item not covered under warranty would not have been covered under warranty even back in October.
The item in question...the quick change chuck. Now here is the kicker, they sent me one back in the first part of 2008...under warranty.
Even though the QC is not listed in the original warranty that came with the machine, apparently they are adding items to the list of "not covered" and have decided that a bad QC is a operator error. I guess that is their right by the wording in the warranty that says "and include, but not limited to" so I have no recourse but to complain and warn everyone.
Now I feel this is a bad business practice but the thing that torched me the most was my next request...I asked to speak to her manager so that I may take my complaint up to the next level. She denied this request by stating "that her job was to deal with these items". I again made this request several times, being denied each time.
I ended the phone call, never raising my voice but assuring her that I would air my complaints publicly.
Buyer beware. No telling what will be added to the list of "Consumable materials" in the future.
Last week, I was told that one of the items was covered under warranty even though my warranty had run out and the other was not. Tonight, I received a call from their support management to let me know that the item not covered under warranty would not have been covered under warranty even back in October.
The item in question...the quick change chuck. Now here is the kicker, they sent me one back in the first part of 2008...under warranty.
Even though the QC is not listed in the original warranty that came with the machine, apparently they are adding items to the list of "not covered" and have decided that a bad QC is a operator error. I guess that is their right by the wording in the warranty that says "and include, but not limited to" so I have no recourse but to complain and warn everyone.
Now I feel this is a bad business practice but the thing that torched me the most was my next request...I asked to speak to her manager so that I may take my complaint up to the next level. She denied this request by stating "that her job was to deal with these items". I again made this request several times, being denied each time.
I ended the phone call, never raising my voice but assuring her that I would air my complaints publicly.
Buyer beware. No telling what will be added to the list of "Consumable materials" in the future.