Incra Customer Service


I am not talking about the division of the company but how they actually treat their customers. About six months ago I bought an Incra 2000 miter gauge in a moment of weakness. It gleamed, looked great and the price was not bad.
I hate to reveal such a huge indiscretion, but I actually read the manual to see how to set the thing up. The results were less than optimal. The "45" worked fine but anything lower did not. I called Taylor Design Technical Support and got the guy who wrote the manual. His response was, "Yes, I know, that is a mistake. I thought it was right but found out it wasn't. What you need to do is set it for some poly sided angle - anything but 90 degrees.
Time passed and I had a slow day in the shop and a rather large project in which I would be making a lot of repetitive cuts, so I decided to set the Incra 2000 according to Tech Support. I set if on "10 degrees" and cut my test pieces. Worked like a champ. I tried it on a 12 sided ring, and thought," The joints are not as tight, but I probably did something wrong. I set it on 45 degrees and cut all my stock. It did not work.
This morning I called Taylor Design to ask for some advice and got the same guy I had talked to six weeks ago. I told him what I had done for the setup and was about to ask, "What now, Coach?" when he says, "The only thing to do is send you a new one." I gulped and thanked him but said I was really only asking for advice. He said, "You have done exactly what you should have and there is evidently a problem in the gauge." He then said, "In fact, I will send you any miter gauge you want, except the 3000 (because of the extra cost)." He highly recommended the 1000SE over the 2000. You think I am going to second guess him at this point. I asked if he wanted me to send the 2000 back and he said, "No, you can keep it."
His rationale for his rash actions? He said, during the course of our conversation, "We are not the only players in this field and we want our customers happy."
It kinda restores you faith in American business.
Deb
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I basically went through the same with Kreg with their miter gauge. They sent me numerous index pins and an new miter gauge with out having to return anything.
Don't get me started on the Osborn. They simply denied that there is an inherent problem with that miter gauge.

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<huge snip>

So have I got this right? The product doesn't work but they send you another one free?
<shakes head, tumbleweed passes left to right, exits stage left, lights fade>
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No, they sent a different model. Missed that, didja?
--
Regards,
Doug Miller (alphageek at milmac dot com)
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Dr. Deb wrote:

Yes, "NoSpam" absolutely free.
No, Doug, I did not miss the difference. Reread, they gave me a choice of any miter gauge, except the 3000, I CHOSE the 1000SE.
You're right Leon, those who give good service deserve to be bragged on. Those who don't, well let's just say, we do not recommend them to our friends.
Deb
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I know that. Go back and re-read what I wrote, and what I was responding to. I was talking to NoSpam, not to you.
Here it is again:

And I wrote:
No, they sent a different model. Missed that, didja?
--
Regards,
Doug Miller (alphageek at milmac dot com)
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"Dr. Deb" wrote: ...

That seems commendable, granted, but was there some manufacturing defect or does the other one simply not work correctly? Be interesting to know how the replacement turns out--I've always thought w/o ever trying one they (and their competitors) wete pretty exorbitantly priced for what seems a reasonably simple concept.
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I have the 1000SE - I'm just a hobby woodworker, but as far as I'm concerned, it's works great. I think you'll be happy with it.
I had a similiar experience with mine 1000SE. Being an idiot hobby guy and newby, I over tightened the set screw (tighter is always better! :))and stripped the plastic screw top. I called them to see if I could buy a new one - I explained that it was my stupidity that caused the problem, and I was willing to purchase the replacement set screw. Customer service said "no way", and sent me a new one - no "shipping & handling fee" no "postage charge". Came in the mail in 3 days. That is outstanding service -
Nick B

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All I can say is amen! As a former owner of a professional services I can attest that when you wow your customers with outstanding customer service, you win a customer for life. There develops a bond of trust that is hard for the more affordable to break.

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