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Should I be happy with Woodpeckers cust. service?

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Forum topic by Andybb posted 02-15-2019 09:22 PM 1202 views 0 times favorited 32 replies Add to Favorites Watch
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Andybb

1797 posts in 901 days


02-15-2019 09:22 PM

I have a PRL version 1 router lift from Woodpeckers. Other than the fact that it has had to be sent back twice for the lift brake release in 10 years I love it. It has a “lifetime guarantee”. A few weeks ago I called them as again the crank was hard to turn. I told them I didn’t want to have to send it back again as it weighs a metric ton and was $60 to ship 2 years ago. They graciously offered to sell me an upgrade to the latest $400 lift for $200 and ship it free of charge. At first that seemed like a good deal, but the more I thought about it, it started to bug me so I inquired if that was the best they could do. They responded that they didn’t have parts for the version 1 PRL any longer and couldn’t even send me a replacement brake to install myself.

They have a program where you can return an old PRL and for $299 you can exchange it for a new one if you send the old one back (at a cost of $60 to ship it). Counter to the devil on my left shoulder the little devil on my right shoulder said that means they don’t really have a lifetime guarantee. It’s a guarantee until they run out of parts to repair it. I’ve already sent them the $200 and they shipped it out right away as they said I can keep my old one and not send it back. The old lift is still usable albeit a little stiff to turn the crank so I’m sure it will go quickly on CL, maybe even for the $200 I spent.

All that being said, I still needed to spend $200 to replace something that supposedly had a lifetime guarantee.

Should I be happy or upset that they didn’t offer to just replace it? I could go either way.

In all fairness I guess I should say that I am not the original owner but I called them before I bought it and they said the unit was warranted regardless. I got it off of CL a few years ago and with it came the broken brake that the guy got from them to replace it so this would have been the 3rd one it needed. (forth if you count the original).

-- Andy - Seattle USA


32 replies so far

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therealSteveN

2197 posts in 872 days


#1 posted 02-15-2019 09:27 PM

For the prices you end up paying, they get lousy as a mark when it comes up to standing behind their work. Most of what they put out can easily be duplicated with less expensive tools, or even made by you. I guess I’m not a big cheerleader, but quality and service are nowhere near where price is. I’m not sure I have seen any reinvented wheels either.

-- Think safe, be safe

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ralbuck

5787 posts in 2564 days


#2 posted 02-15-2019 09:27 PM

The company has probably been sold/renamed/ changes about 4 times since you purchased the product! They can avoid any real legal issues because of that!

“Lifetime” guarantees usually mean—at least out the door! Many tools only a few years old can NOT have parts found for them, now!

-- Wood rescue is good for the environment and me! just rjR

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Woodknack

12638 posts in 2678 days


#3 posted 02-15-2019 09:41 PM

I’m old enough to believe a lifetime warranty should be lifetime but young enough to know that warranty isn’t worth dog spit. Yes you should be disappointed.

-- Rick M, http://thewoodknack.blogspot.com/

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splintergroup

2573 posts in 1520 days


#4 posted 02-15-2019 09:55 PM

I have the same lift, though it has never had any issues over the decade+ I’ve used it.

I’d be a bit bummed if I was in your shoes. My choice would be if they replaced the unit with the new model, straight across (no charge except maybe shipping), I’d do it. Keeping the old unit in the process would be a bonus. I have money invested in the aluminum inserts and I would hope they work with the new model.

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avsmusic1

343 posts in 983 days


#5 posted 02-16-2019 02:46 AM

I was feeling pretty sympathetic until I saw you’re not the original owner. While the item should be designed to avoid that frequency of service given the “lifetime” guarantee, generally it’s the lifetime of the original owner.

I think your level of discontent is actually just about right. Not thrilled but not bent outta shape either. I wish u luck w/ the replacement

View Andybb's profile

Andybb

1797 posts in 901 days


#6 posted 02-16-2019 02:54 AM


I was feeling pretty sympathetic until I saw you’re not the original owner. While the item should be designed to avoid that frequency of service given the “lifetime” guarantee, generally it’s the lifetime of the original owner.

I think your level of discontent is actually just about right. Not thrilled but not bent outta shape either. I wish u luck w/ the replacement

- avsmusic1

Yeah. Like I said, I could go either way. The only reason I was a little miffed was that before I bought it I knew it had a lifetime warr. I even called WP and asked. They said the unit has a lifetime warr regardless of who the original owner was. It is built like a tank at 39lbs vs 15lbs for the new one. But, like I said I can probably sell it for $150-$200 so all is right with the world.

It does say “for the life of the tool” and I had the registration card that the original owner sent in.

-- Andy - Seattle USA

View Pixxture's profile

Pixxture

18 posts in 369 days


#7 posted 02-16-2019 03:12 AM

In the past 1.5 years i have purchased several hand tools from them. Quesality always seems good, but delivery has never ever been close (months off) . When i contact them requesting new delivery dates i have always been made to feel i am bothering them. I do not think they are a well run company, possibly growing pains. Price doesn’t match service. So i understand your frustration, but i think you did as good as you could.

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Andybb

1797 posts in 901 days


#8 posted 02-16-2019 03:21 AM

I never had any of those issues. They were always pleasant to deal with and their original offer was in an email reply within a half hour after I sent it. But I figured it was worth a shot, nothing ventured blah blah blah :-)

The rep I spoke to was Griffin. I got a UPS shipping notice within an hour of them getting my $200. But when you figure no shipping ($60) and no tax (10.7% here) I guess I’m happy. Plus I still have the old one to sell.

Actually, I guess I have nothing to bitch about. :-)

-- Andy - Seattle USA

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AZWoody

1425 posts in 1521 days


#9 posted 02-16-2019 03:46 AM

I’ve been using woodpeckers products for a few years but I’m really starting to get disappointed in them.
I ordered a simple set of squares for some setups I have to do and got an email saying due to heavy demand, it’s going to be delayed.

Woodpeckers has gotten onto the “influencer” bandwagon and giving items to high profile instagrammers and while it’s making them popular, they’re not keeping up with the orders. Also, I think it’s just cheesy and their one time tool offerings are not becoming so rare either. They’re also just throwing whatever they can come up with against the wall and making all kinds of items that most people wouldn’t even use and producing it just because they have people on instagram telling people how great it is and the 2×4 furniture people are lapping it up.

After this last order comes in, I’ll start looking elsewhere for items for the shop.

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William_D

20 posts in 766 days


#10 posted 02-16-2019 04:30 AM

I have only puyrchased relatively static tools from them, i.e squares, rulers, etc…. No issues whatsoever, but I think charging shipping is a bit arrogant for the price they charge.

Regardless, I still look at their one time tools. I like they are adding festool centric tools as well.

View fly2low's profile

fly2low

58 posts in 394 days


#11 posted 02-16-2019 05:41 AM

I have had one too many delayed deliveries from them. On the value scale- price vs performance – they are not winning
When my next order is finally delivered, it will be my last

-- Rich Gig Harbor, WA

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AZWoody

1425 posts in 1521 days


#12 posted 02-16-2019 07:25 AM



I have had one too many delayed deliveries from them. On the value scale- price vs performance – they are not winning
When my next order is finally delivered, it will be my last

- fly2low

You too huh?
What did you order? Mine was just the regular precision square set. Can’t remember which sizes they were but they were nothing out of the ordinary and standard items that should always be on hand.

I am going to email them to tell them that they’re sacrificing their long time customers for flash in the pan sales to people who will be moving onto the next fad in a couple months.

View Fred Hargis's profile

Fred Hargis

5372 posts in 2791 days


#13 posted 02-16-2019 11:52 AM

I have the PRL V1 as well, bought used and they did replace the brake several years ago. But recently I was looking into just what the term”lifetime” legally meant when applied in a warranty. It can pretty much mean anything…the life of the owner (sometimes original, sometimes not), the life of the product (which could be when it goes out of production), or the life of the company….and probably several other things that weren’t mentioned. That aside, I’m not sure you have a reason to complain….but I fully understand your frustration. My PRL is still in good shape, though if they offered me the newer one for $200 I’d probably take them up on it. It will drop right into my top with no modifications and (I think) my insert ring set will fit the new models. But if buying new outright, I might look at some of the alternatives.

-- Our village hasn't lost it's idiot, he was elected to congress.

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ellen35

2740 posts in 3730 days


#14 posted 02-16-2019 12:23 PM

Woodpecker is a small family owned company. They are great to deal with. Kathy is one of the owners along with her husband. The quality of their products is outstanding even if a bit pricey. Everything is precision. I’ve never had a bad experience with them. They are unusually helpful in a world of poor quality mass produced tools bought at bog box stores.

-- "Don't let the perfect be the enemy of the good." Voltaire

View dhazelton's profile

dhazelton

2835 posts in 2594 days


#15 posted 02-16-2019 12:27 PM

If it’s getting hard to turn it must just need some disassembly, cleaning and lube. Think of the environment it works in.

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