On Fri, 11 Nov 2005 20:44:52 GMT, "BobS" wrote:

Okay, time for me to jump on in here with a question or two and some
comments since the discussion is again about the splitter / guard.

Frank, I doubt you'll remember me but I believe it was you I contacted about
5 years ago. Keith B. gave me your name and phone number at Delta. At any
rate, at the time I had a brand new Delta 34-444Z CS and I modified the
splitter / blade guard so that the guard would stay in the up position while
the blade was being changed. And as you stated (earlier post), it had to
fall back into position on it's own when nudged or contacted by a piece of
stock going thru the blade. Said another way, it could not be locked in the
up position.

I do beleive it was you that I talked to (it was a Frank anyway) and it was
explained why Delta did not have this feature on their splitters (codes). I
emailed a drawing that showed the modifications (simple cuts and filing) to
the splitter and to the plastic guard. Never did receive any further
correspondence on that - not even an acknowledgment that the email was
recieved. No matter, I had a guard that stayed up even if the rest of the
world did not - at the time.

Bob, I don't remember the specific conversation but it certainly could
have happened. I took calls from end user customers all the time on
all kinds of issues. I got great enjoyment out of it. I did check my
email archive and cannot find a reference but that doesn't mean
anything either. could have been forwarded and deleted.


It was almost a year later, when the new tablesaw models arrived at
WoodWorkers Warehouse and my friend who worked there called me to say "Come
see your idea". Now I seriously doubt that I was the only person submitting
ideas to Delta on this and certainly not the only one complaining about the
splitter at the time - but one has to wonder.......

Q1 - What does it take to get Delta to accept an idea for a new feature,
enhancement, or safety related improvement ?

I can't answer that question for this day and age or the next question
either. Prior to the consolidation of the tool group, engineering was
local, where the product was made and we had great control. We were
normally short handed but could prioritize projects and get things
done. But when consolidation took place, engineering was transferred
to the home office. Now that B & D owns the company, it may be in
Towson, MD for all I know. And the years from the consolidation at
the beginning of 2000 till the B & D sale could only be described as
chaotic.

Q2 - What's the best way to get Delta's attention ?

It does appear that Delta resists making change until somebody else has
invented the wheel and decides to market it - and only then do they appear
to rise to the challenge. In this case, Jet had just introduced a guard
that stayed up on their new models and Delta followed. To me and probably
others, Delta may have had some "firsts" way back when but have since
decided to become a follower in the market instead of a leader. That's
probably a pretty typical corporate culture since the bean-counters now
dictate the technology used and not the design engineers.

Many firsts some successful, some not. In the case of the guard lock
as I recall there was some confusion (in our minds at least) based on
the wording of the UL/CSA regs as to whether the Jet version and ours
were even legal initially. But even recently we were first with the
preset tension for different blade widths for the 14" Band Saw. First
with increased HP for that unit.

We were first with the use of sheet molded compound for saw tables.
This is a case where the material was very good, but the market just
would not accept it. more or less got burned.
I think many good, cost-effective ideas get trashed because it would cost a
few dollars more to include it - like the arbor nut/flange. That nut
couldn't possibly cost more than a couple of dollars to make and even after
a fair markup - should never cost $20 retail. But like many other
businesses - options usually cost more than they're worth. Corporate greed
takes over selling accessories and optional items instead of concentrating
on building a loyal customer base. You did note that I purchased a Jet
cabinet saw when it came time to upgrade for me and I paid a bit more for
the Jet than a Uni. After purchasing the Jet, I had a call from Customer
Service, asking if everything was okay. Delta never even sent a postcard or
email acknowledging that I even made a purchase from them.... It's all
about Customer service.

No idea what the arbor nut/flange costs to make. Actually the
Marketing people decide what features will be included. For instance,
when a and X5 series is initiated, it is marketing that determines
that an upscale blade, warranty extension, free goods, such as a
mobile base, etc are included. I'm kind of surprised they haven't put
that arbor nut/flange in either because it is very nice.

and I hope you are getting good service and enjoying your Jet.

No, I'm not Delta bashing just showing how treating a customer from the
git-go, can be good or bad for the business. In this case, Delta lost. I
doubt that you set corporate policy while at Delta but I'll bet you had some
influence on it since you seem to have more than a casual insight into "why"
some decisions were made. That knowledge and influence (no matter how
insignificant you may think it is) could be used now to get Delta to pay
attention to the customer. They should consider hiring you back as a
consultant...

I agree that treating customers with respect is of utmost importance.
For instance, my quality manager and I would both scan the rec every
day to look for unresolved issues. While I post now we didn't post
back then, against policy, however, Ron B. the Quality manager back
door contacted many people who had slipped through a crack in what was
usually a very good technical and customer service system.

As for the consultant, who knows.....I had another plan but Katrina
has caused me to rethink.

Now I missed the part as to why you're no longer at Delta but you seem very
much pro-Delta and willing to help anyone needing some Delta expertise.
Damned if I wouldn't be looking for ways to capitialize on that - even if I
was retired (if thats the case).

Very simple. As part of the consolidation the plant I ran was shut
down and I saw no reasonable place for myself elsewhere and elected to
take retirement.

I am pro Delta, or more accurately, I am a great supporter of those
products particularly in the industrial line that Delta has that I
consider either best of breed or most value offered. Not everything
fits into that category. I also know just enough about B & D's
strategy with the Delta industrial line to be somewhat encourged that
they are on the right track and are excited to have it.

Just some random thoughts, not well thought out perhaps but certainly not
meant to **** anyone off either and if I have, I apologize.

I'm certainly not offended

Frank
Bob S.