Big Shout Out to Laguna Customer Service

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Forum topic by Dustin posted 05-08-2019 04:25 PM 663 views 0 times favorited 3 replies Add to Favorites Watch
View Dustin's profile


703 posts in 1301 days

05-08-2019 04:25 PM

Topic tags/keywords: laguna customer service

Back around tax refund time, I managed to locate a Supermax 19-38 on Laguna’s outlet page (timing worked out beautifully). Managed to save a few hundred over buying new, and it came with the same warranty. I had heard horror stories in the past about Laguna’s customer service, but it seemed like this sander was in a league of its own, so I rolled the dice.

In short, ordering, shipping and receiving was smooth sailing, so I’ll get to the meat of this. I ordered the infeed/outfeed tables for the unit, and didn’t realize until I was lining them up (and had a straight edge on the table) that one corner of the conveyor table dipped down a bit. I snapped a few photos, sent them off to Laguna (Adam Hines was my point of contact), and they immediately responded that the table wouldn’t do and they’d send me a replacement.

Well, the replacement arrived, and apparently their shipping department could use a little education, as the new table was more bent up than the old one. I called Laguna right after e-mailing the pictures and Adam picked up. He was genuinely frustrated at the experience that I was having (much more so than I was, to be honest) and told me they’re going to do it right this time and send me an entirely new conveyor assembly. That’s the conveyor motor, table, rollers, belts…the whole nine yards. I told him that sounded expensive, and he stated the assembly costs about $1k to buy as a replacement, but he wanted to get me up and running. It arrived freight two days later.

By the end of everything, the costs of the replacement parts and the shipping for said parts exceeded what I paid for the whole unit, but it was never even a point of contention.

So if you’re like me and wondering if Laguna’s been working to clean up their act in customer service, I’d say the answer is a resounding yes.

In the meantime, I have a slightly bent up extra conveyor assembly to tinker around with…any ideas for a fun or goofy project to use it in?

-- "Ladies, if your husband says he'll get to it, he'll get to it. No need to remind him about it every 6 months."

3 replies so far

View moke's profile


1452 posts in 3337 days

#1 posted 05-08-2019 04:54 PM

Laguana CS reports are spuratic at best…...I have a friend that they called him to see if he was happy after a new BS purchase. Others on this site have not had the same good luck….lets hope this becomes the new norm.

I have that same drum sander as you and love it….I also have a Revo…so I’m pulled for good CS.

-- Mike

View therealSteveN's profile


4312 posts in 1135 days

#2 posted 05-09-2019 03:00 AM

I don’t own any Laguna tools. When I was reacquiring tools after having previously selling my shop to the walls, I had a few times when I looked at them. I never did buy though based on the many really bad reports owners were dropping on them. I thought when looking at them, this looks like a solid tool for the money, but held off.

It would be good for woodworking all around if there was another solid “Big Guy” in tools offered to us in the USA.

I have to say, going that far for a tool they had nothing to do with creating, is impressive. Though the cust serv is so good at SuperMax that the Laguna guy is probably just reporting what you are showing him, and SM is filling the bill. I would be shocked to learn it was on Lagunas dime.

-- Think safe, be safe

View Dustin's profile


703 posts in 1301 days

#3 posted 05-09-2019 02:53 PM


Doesn’t Laguna own SuperMax now? I.e., wouldn’t it be on Laguna’s dime, ultimately? The discussion they had surrounding the replacement seemed internal, though that was obviously only what I heard on my end.

-- "Ladies, if your husband says he'll get to it, he'll get to it. No need to remind him about it every 6 months."

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