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View timber715's profile

Rikon customer support... the worst I have encountered to date!

by timber715
posted 07-01-2011 09:21 PM


27 replies so far

View Bertha's profile

Bertha

13571 posts in 3301 days


#1 posted 07-01-2011 09:35 PM

Yeah, hammer the second in command. He may remember what his job is better than the VP. If I were you, having already waited two months, I’d probably try to make it work. Make sure you won’t void the warranty by rethreading their screwup. Good luck!

-- My dad and I built a 65 chev pick up.I killed trannys in that thing for some reason-Hog

View timber715's profile

timber715

59 posts in 3712 days


#2 posted 07-01-2011 09:39 PM

yeah Bertha, such an easy fix. such a small item as well. I’m so bothered by the lack of concern from this people. I have a bs that is bs, if it ain’t working it consumes space and is junk until it finds use.

-- timber715 - Manila, Philippines

View Bertha's profile

Bertha

13571 posts in 3301 days


#3 posted 07-01-2011 10:09 PM

I feel your pain, timber. I do my share of complaining, but I forget the access I have in the States. If I have the money, I can have anything I want at my doorstep within a week. This makes your struggle particularly hard for me to stomach. It makes such a difference when someone, even if they can’t help you, at least tries. I hope you get some resolution, brother.

-- My dad and I built a 65 chev pick up.I killed trannys in that thing for some reason-Hog

View timber715's profile

timber715

59 posts in 3712 days


#4 posted 07-01-2011 10:37 PM

what bothers me the most is the item weigh less than 1 pound and should just be the size of 3 disposable lighters… why can’t they ship the item overnight, heck even for a week would be fine with me.

-- timber715 - Manila, Philippines

View Bertha's profile

Bertha

13571 posts in 3301 days


#5 posted 07-01-2011 10:48 PM

There’s the “right” thing to do; and there’s “what” they usually do.

-- My dad and I built a 65 chev pick up.I killed trannys in that thing for some reason-Hog

View timber715's profile

timber715

59 posts in 3712 days


#6 posted 07-01-2011 10:54 PM

hahaha, that’s correct. just imagine someone from a third world country complaining of service from someone that serves the world leaders. That is how bad it is and how bad I feel.

-- timber715 - Manila, Philippines

View Howie's profile

Howie

2656 posts in 3531 days


#7 posted 07-02-2011 01:51 AM

I think I would just redrill/tap and fix the problem.
Then I would remind the V.P that Rikon seems to enjoy a good reputation on LJ’s site and bad press gets around pretty quick here.
Then I would remind him that because of people like you, he is able to take that vacation.

-- Life is good.

View Mark Shymanski's profile

Mark Shymanski

5623 posts in 4321 days


#8 posted 07-12-2011 06:21 AM

I’m a bit confused as to why you are faulting Rikon’s customer support. If they do not have a retail presence in your area and don’t ship to your country why would you expect them to have a support network there? An example I’d refer to is I wanted to buy a Grizzly’s Ultimate BS, I live in Canada and at that time Grizzly did not sell into Canada. Customer service (or the lack of it) was precisely the reason I did not buy a Grizzly (not their CS in general as I understand in their supported markets it is superb CS). I could not expect them to support a product in a market they were not prepared to actually sell into. I bought a different bandsaw from a company that actually sells and supports their product in my area. I did not take Grizzly’s not selling (or readily supporting) a BS in my area as a fault of Grizzly, but the reality of my geography. If I had bought it I would have had to been prepared to deal with such difficulties as you are finding yourself in.

I can really appreciate how frustrating it must be, but I really don’t think it is Rikon’s fault; just because we can physically get their products to our shops doesn’t IMHO mean they should be obligated to support them especially if it is outside their market area. Who knows they may even have marketing agreements with tool distributors in your area that prevents them from selling into your area (as Grizzly did have with a Canadian company).

In any event I hope you’ve got your saw up and running by now!

-- "Checking for square? What madness is this! The cabinet is square because I will it to be so!" Jeremy Greiner LJ Topic#20953 2011 Feb 2

View timber715's profile

timber715

59 posts in 3712 days


#9 posted 07-12-2011 08:00 AM

Upon email communication, they asked how to ship the item to me Mark, I gave them a direct way and another to my forwarder in California(which I believe should be very easy and cheap for them).
I have corrected the part by drilling and tapping to the next screw size and till today I have not the replacement nor any confirmation that they have shipped the item. I really don’t want to think what would be had the trunnion or a wheel damage.

-- timber715 - Manila, Philippines

View mcase's profile

mcase

446 posts in 3737 days


#10 posted 07-13-2011 05:41 PM

Strange argument Mark. If they can ship the band saw they can ship the part. Timber wasn’t asking for a service rep to show up to install the part. He was just asking for a one pound replacement part. Further, he can have it forwarded in California. So wheres the problem?

View kpo101's profile

kpo101

32 posts in 3237 days


#11 posted 07-13-2011 06:17 PM

If I’m understanding this right you purchased the Rikon from a dealer in California correct? If so then its that company that has to honor the warranty through Rikon. It only seems right for the company that sold it to you to have known that Rikon doesn’t warranty or ship to your country and if they sold it this would legally rest on their shoulders. I would approach this as follows: 1- see if the company will get and send you the part, if not 2- write a letter or email to Rikon and explain the habits of their dealer in California. I have seen dealers lose a good brand product for much less than this.

-- When the problem becomes just too much, There is always the directions!! Karl O. of Louisiana

View timber715's profile

timber715

59 posts in 3712 days


#12 posted 07-13-2011 06:35 PM

why? will Rikon not honor the warranty if I write them direct? I did purchase it thru amazon.
check the first post, I have been in touch with Rikon, rather been trying to be in touch….

Now what happens if it is the distributor that has the habits?

-- timber715 - Manila, Philippines

View kpo101's profile

kpo101

32 posts in 3237 days


#13 posted 07-18-2011 11:20 AM

I checked the first post and there isn’t anything about whom you ordered it from.

-- When the problem becomes just too much, There is always the directions!! Karl O. of Louisiana

View timber715's profile

timber715

59 posts in 3712 days


#14 posted 07-18-2011 06:01 PM

I checked the first post and there isn’t anything about whom you ordered it from.
_

I ordered it from amazon… will Rikon not honor the warranty if I write them direct?

-- timber715 - Manila, Philippines

View PurpLev's profile

PurpLev

8554 posts in 4257 days


#15 posted 07-18-2011 06:13 PM

will Rikon not honor the warranty if I write them direct?

that would depend if their warranty covers the Philippines or not. if it does than they should given that you provide with the documentation that is required per the warranty. if it doesn’t and they are still coming half way to help you – then kudos for Rikon to go above and beyond and actually providing you with some sort of warranty even though it’s outside of what the warranty covers.

-- ㊍ When in doubt - There is no doubt - Go the safer route.

View timber715's profile

timber715

59 posts in 3712 days


#16 posted 07-18-2011 06:56 PM

that would depend if their warranty covers the Philippines or not. if it does than they should given that you provide with the documentation that is required per the warranty. if it doesn’t and they are still coming half way to help you – then kudos for Rikon to go above and beyond and actually providing you with some sort of warranty even though it’s outside of what the warranty covers.

so if I buy any tool from Rikon in the US and ask for warranty for a defective item which they can ship to California, they can void the warranty (so you are saying other people outside the US should not buy Rikon bec they do not honor warranty outside the US? Interesting…)?
and if they answer my email, it means they went halfway already?
And they still haven’t sent me the item, does it still mean they have gone beyond their capacity? or that is their capacity…
c’mon, is this what I should expect from them?
I just emailed Leigh for two screws and nuts which got loose thread (on the fingers) bec of my fault. the superjig has been with me for 2 years already and am willing to pay for the replacement parts. They have a 5 year warranty for their products and though I expect to pay for the parts bec of my error, Guess what? They already shipped it a day after I wrote them and it is free of everything.
that is above and beyond…

you might have good things to say about Rikon, I will not take that away from you, Me? only bad things, terrible service…

-- timber715 - Manila, Philippines

View pierce85's profile

pierce85

508 posts in 3170 days


#17 posted 07-18-2011 09:03 PM

I’m with you, timber715. If I had a problem with a new product that I just purchased and the company ignored me because of my location or resorted to fine-print details to deny service or whatever, they would lose me as a customer and I too would let others know of my bad experience.

I’m sure Rikon is fully within their rights to ignore and deny whomever and whatever they please – it must be stated somewhere on page umpteen hundred and three in 6 point font. But as a consumer, I’m fully within my rights to shop elsewhere and I can do that without any fine print! It’s nice to have the option of exercising your rights in a competitive marketplace where choices abound. I wish Rikon the best in exercising theirs…

Bottom line: there are more than enough companies out there who regularly go above and beyond what’s within their rights as a matter of policy – I’ll stick with them.

Thanks for sharing your experience with us, timber715!

View Bertha's profile

Bertha

13571 posts in 3301 days


#18 posted 07-18-2011 09:11 PM

What Pierce said. Any company CAN screw you legally if they so choose. You can fight back legally if you so choose, but it’s usually not worth the effort. Some companies choose to go the extra mile to satisfy a customer, bolster their logo, and show pride in their product. Some seem like they couldn’t care less. Those that don’t care will tell me they won’t miss my business. That’s OK. But I reserve the right to share my experience, good or bad.

-- My dad and I built a 65 chev pick up.I killed trannys in that thing for some reason-Hog

View JCantin's profile

JCantin

179 posts in 4020 days


#19 posted 07-18-2011 11:11 PM

I’m going to defend Rikon and Rod Burrow. I am lucky enough to live close to Rikon’s distribution center in Massachusetts and have purchased tools from them directly. I bought a display model jointer at a “scratch and dent” sale there and Rod himself tuned it up and handed me an extra set of knives before helping me load it into my truck. About a year later the jointer suffered a tipover in my shop. Rod diagnosed the problem over the phone as a cracked casting and said if I brought it in they could fix it. When I asked him how much they would charge me to replace the casting he said he would take care of it. True to his word I was able to drop the jointer off and pick it up three days later and it is working perfectly. No charge and one very satisfied (shocked really) customer. Unfortunately it is not realistic to expect the same kind of service half a world away but I wanted to dispel any notion that Rikon does not care about its customers or servicing its products. I’m sure there are unique challenges when dealing with far away customers and it sounded like Rod was exploring options with you. I would encourage you to re-engage with Rikon and have some patience while they work with you to find a solution.

View syenefarmer's profile

syenefarmer

547 posts in 3689 days


#20 posted 07-19-2011 01:09 AM

For some strange reason I can’t help but think that a large part of this problem is due to attitude and tone. But, I’m funny like that.

View timber715's profile

timber715

59 posts in 3712 days


#21 posted 07-19-2011 09:06 PM

For some strange reason I can’t help but think that a large part of this problem is due to attitude and tone. But, I’m funny like that.

yup strange, but I really cannot comprehend what people mean by “problem is due to attitude and tone” some even mentioned “must be due to cultural differences” and another even commented on another site “that our women were creatures of some kind”.
Such comments come from people who know much less.
I emailed Rikon several times… dang, just read the whole thing before commenting…
it is often easier to comment on something with little or nothing to go by and try to sound smart. The other just wanted to defend Rikon so much that he went on the offense and attacked the person instead of the problem (I sometimes think these people are affected by my comments on their sales or people that work with Rikon).

JCantin, I was actually hoping for them to get back to me after the holidays and vacation they are having… that was suppose to finish July7…....... it is July20. Nothing. I emailed them and told them not to send the item anymore since I repaired the part and don’t need it anymore, and you know what they replied?..... Nothing!!!

For what its worth, I really believe that open complaints like this is where customer service CAN shine… or just bog down…

-- timber715 - Manila, Philippines

View reggiek's profile

reggiek

2240 posts in 3878 days


#22 posted 07-19-2011 09:26 PM

Timber, I believe that some of the folks above are stating that there are typically 2 sides to every story. Indeed there are times that Customer Support doesn’t work….One of the reasons is that a customer has completely lost confidence in the company (due to problems with the tool..instructions..etc)....at that point no matter what Customer Support says or does, the customer is not going to be satisfied.

I do not believe that as the case here…..All I do see is a lot of physical distance….but that should not effect the solution (unless they state specifically that they do not support the Phillippines?). Did you bring the item there or did they ship it to you? If they shipped it to you, then they have no excuse about servicing the Phillippines.

I have not seen alot of posts regarding Ricon’s customer support – one way or the other. It appears that, from above, some folks have had a positive result from them so this post seems to buck the trend a bit.

Lots of folks, myself included, will not make decisions about a company based on just one review….I will look at the overall reviews and feedbacks….if they show a trend towards negative results….I will not buy from the company. Your post shows a possible negative trend? I will be watching for any more….if there are…then it is definitely time to re-assess whether I would buy any of their tools or products.

Thanks for sharing your experience and concerns.

-- Woodworking.....My small slice of heaven!

View timber715's profile

timber715

59 posts in 3712 days


#23 posted 07-19-2011 09:59 PM

Thank you reggieK, I do understand what you mean. I did order the bs from amazon and shipped the item myself thru a forwarder. The box arrived in pristine condition and without damage or marks. I too bought the Rikon bec of the reviews it received since I cannot physically check it from where I’m at.
I only needed a parts that is small around 1”x2”x3/4” and weighs much less than 1 pound. It can be shipped thru my forwarder in California, from which I am willing to pay to get to me. It is so disappointing for me that they cannot seem to work around it… in case I had a cracked top or a cracked wheel which would be much bigger and heavier, what am I left to do?
I keep getting replies that Rod Burrow (the VP for Rikon) would talk to others about how to fix their problems with their machines. I even read on a guy who got two replacement fence for his bs. But for me, that very small (critical and vital) item cannot seem to find a way to get to me… I really cannot fathom why? I have been civil and sincere when I emailed them, until I got the email which is posted #1. Then I got so upset…
If an accident occurs bec of it, maybe I can look for the Ryobi ts lawyer… :)
cheers…

-- timber715 - Manila, Philippines

View timber715's profile

timber715

59 posts in 3712 days


#24 posted 07-19-2011 10:18 PM

FWIW, I never bashed Rikon and was so surprised and happy they can reply within an hour from my first inquiry. Several emails came and gone then several emails from me and days lapse and that reply. The item in question is vital and critical for safety, they should know that and that a non mechanical person cannot do anything but wait. I am mechanically inclined and had worked around it (what about the next guy?). I am so p*$$ed bec remedy is SOOOOO SIMPLE, but leaves the customer sad and upset for a machine that cannot run safely. a machine bought out of hard earned money…
This is why I hate Rikon so much. though as much as I hate them, it doesn’t mean I can appreciate any move to correct it, I see none and don’t think there ever will be. I do know to commend when commendation is deserved.

-- timber715 - Manila, Philippines

View NBeener's profile

NBeener

4816 posts in 3782 days


#25 posted 07-19-2011 11:11 PM

”FWIW, I never bashed Rikon”

”This is why I hate Rikon so much. ”

This sort of logic just makes my head explode.

blah, blah, blah, more flies with honey … blah, blah, blah, vinegar.

-- -- Neil

View RibsBrisket4me's profile

RibsBrisket4me

1554 posts in 3114 days


#26 posted 07-20-2011 02:48 AM

timber715 you posted this same rant on another forum 2-3 weeks ago. I understand your frustration, and I agree they should be able to ship this small part, but also if they are reading your ripping them on this and other forums they may not be to inclined to help you out. It goes both ways. I dunno, just my 2 cents…hope you get some resolution.

View ChuckM's profile

ChuckM

630 posts in 4275 days


#27 posted 07-20-2011 06:16 AM

I’ve been mistreated by some companies and my responses have always been the same: never do business with them again. Whether it’s the family dentist, or a nation-wide electronics shop or a cleaner service, I’ve “fired” them all and only shop or use services from somewhere else. Sucking it up would only encourage bad companies or personnel to keep on delivering bad service.

Of course, the definition of mistreatment is different to different people. In this case, if timber feels that he has not been properly attended to by Rikon, he’s free not to and should not buy anything from this company anymore. The most powerful response and remedy, in my view, is to give my hard-earned money to someone else. Also, out of sight, out mind.

-- The time I enjoy wasting is not time wasted

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