Customer Service?
I didnt want to bring any negativity to this forum, but I have to share my experience over a very simple matter with a faulty part and a faulty solution provided to me by the Carvewright team today.
I recently had to send in my cut motor for a rebuild after only a 180 hours of use, a little premature for such a thing from what I understand, but I didnt complain, I just needed my machine up and running. At the same time I ordered a new muffler assembly because my original one was getting loose and falling out and also had a slight hole in the bag. No biggie....... I received my rebuilt motor installed it as well as the new muffler. After just a couple of carves it started blowing apart worse than my old one. I just stuck the old one back in and dealt with it. Last night my truck started loosening up and the bearing would not adjust and stay put, time for new bearings. So I gave LHR a call ordered the new bearings and spoke with a person about the issue and he said he would have to consult with someone and get back with me about the problem, he emailed me back with this response.........
"I spoke with our lead engineer about the issue you are having with the vacuum bag and he recommends that you try wrapping some tape on the end that inserts into the machine because it is not wide enough. All of the vacuum bags that we have are the same size so a new one would not correct that. He also said that you should try using tape where the two pieces of the bag come together to make sure the bag holds. The issue is mainly coming from a strong cut motor that blows a little stronger than most."
Now, I just didnt get why, I buy a new part and spend money on it and it is basically no better than what I had, and to top it off, rig this new part with a just tape it up solution. So of course I wanted a refund for a faulty part. I dont see why I should be stuck with paying for something that does not work or pay for the shipping to return it. So I sent this response.
"I have to say that I am a little taken back by this solution, I spend $16 on a new part that is supposed to function correctly, and the answer is to tape it up? I could have done this with my old one and saved my money. What I would like to see then is a refund for the part, if you guys would like it back you can send a call tag for it.
Thank you"
Later this evening I get this response..........
"The power of your cut motor is more than some and that is forcing the bag off. Please tape it to hold it in place. We do not need it back.
CarveWright"
Am I missing something here, is a new part not supposed to work correctly? If I buy a pair of shoes and the sole is faulty and starts to fall off, would the shoe company get away with just telling the customer to tape it up and make it work, we don't want it back? Who does this? Am I out of line here?
Most folks are afraid of heights, me I fear width.