I purchased a set of knee-pads from LV a couple of months ago, and
just the other day I got a letter in the mail from them. Basically it
was a "recall" letter that stated they were aware of a problem (the
plastic caps coming unsnapped during usage) and that if I was
experiecing the same problem I should call customer service.
I did call, as they occasionally do come unsnapped, and a new set is
on the way.
Nice job Lee Valley.
Hah. That evil tool pimp has gotten my money for the last time, right after
I place my next order. I'm sick and tired of his innovative tools and
customer service. I want cheap, low grade crap from China, and I want to
wait three weeks to receive it.
Michael McIntyre ---- Silvan < firstname.lastname@example.org>
Linux fanatic, and certified Geek; registered Linux user #243621
Just to pile on a little
My latest LV shipment was to include the full Veritas scraper package. Order
arrived minus the variable angle burnisher. One email later and they
apologized for the inconvenience and shipped it immediately no questions
asked. Who ever packed the original order did not check off the burnisher so
there is an opportunity for improvement there.
LV is an excellent etailer my only wish is they had a west coast presence
BTW this is the first time I've produced little curly's with a scraper in
stead of dust
Excellent thought. I am SO dense. I've been doing it freehand
in a face vise. Next time I'll use my saw vise and saw
file/holder. Anything else that 's nice and obvious that I
shoulda thought of?
Dave in Fairfax
On Thu, 02 Dec 2004 11:44:37 -0700, email@example.com spake the words:
So does a $2 (or was that $1?) box of junk parts and hardware which
just happened to have a wooden version of the Veritas adjustable-angle
burnisher in it. </gloat>
-- I'm in touch with my Inner Curmudgeon. --
http://diversify.com Comprehensive Website Development
Yeah. Getting it right with a scraper for the first time is damn near
a religious experience. I got the Woodsmith scraper sharpening jig
(perhaps from LV?) and suddenly I was doing stuff right with the
scraper. That and the #80 holder and life got a whole lot more
Moral: If you don't know scrapers, spring for a package.
You can tell a really good idea by the enemies it makes
Yesterday I went to the lumber yard to pick up some more maple for the
mother of all chests of drawers I'm building. While waiting to pay
for my boards I glanced down at a copy of the monthly employee
newsletter that was on the counter. My attention was drawn to
something in particular on the front page--my own name?!
I picked it up and started reading the message from the company
president about a couple of letters she had received recently from
satisified customers and she wanted to tell the company about them.
A few months back, when I started the project, I called this lumber
yard and asked about buying rough sawn lumber. The fellow who took my
call was very helpful, quoted me prices for various species and
thicknesses and answered all my silly newby questions. When I arrived
at the bulk yard the guys had already pulled pallets full of lumber
for me to pick through and checked in on me to make sure I was getting
everything I wanted. Half a day and a half a thousand dollars later,
I drove away with a van full of lumber and a lot of gratitude for the
service I had received.
In a world where people are quick to complain, I decided somebody
should hear about something different. I sat down and composed a
letter of thanks to the company president, explaining how helpful her
employees had been (naming names) and that they had earned a loyal
customer (despite the 45-60 minute drive). I had hoped she might
share the letter with the employees involved.
So, it was quite a surprise to see her share it with the whole company
through her newsletter. She quoted the letter at length, included
pictures of the employees I had dealt with, and concluded her monthly
message with, "This is why we do what we do." It made me feel good
that she chose to publicly praise her employees after receiving my
I quipped to the cashier that I was flattered to have made the front
page. "Oh, is that you? Hey Jim!", he yelled, "Come up here. The
guy who wrote that letter is here buying more wood." Jim (one of the
employees I had mentioned) came out of the back office and shook my
hand. "You have no idea how nice that letter was. The president
called me immediately. Morale around here is definitely up."
I don't share this to toot my own horn. I'm doing it because there
are still places like this lumber yard and Lee Valley tools that
really do provide customer service. It took me about 15 minutes to
write the letter, a small investment of my time. If we each took a
little time to praise when it was warranted, we'd probably spend a lot
less time condemning later.
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