On Sun, 20 Mar 2011 13:43:03 -0400, tiredofspam nospam.nospam.com wrote:

I just bought a LV low angle Jack Plane and 2 blades. I already had a
jack, but I needed a high angle for some tough figure. The low angle
Jack fit the bill, since I can easily change blades...
One of them came in dinged. I didn't feel like sharpening the O2 that
far in... the ding was extensive. So I sent it back for an exchange.
Its 2 weeks already, so I sent an email yesterday and they said it
shipped Thursday. Good service. No shipping cost for the replacement.
That's good service. Most companies you pay the cost to ship it back.
That sucks big time, since it is costing you to cover their mistake or
lack of QC.

Two weeks doesn't sound all that impressive. Impressive is next, or even
two-day cross-shipment, at their expense. ...or perhaps let you keep the
damaged blade and ship another.

Warranty repairs on my laptops have been three-day turn around (ship Tuesday,
back Friday), paid by them. Two weeks? That sounds like they used a rebate
company. ;-)

I will be ordering some things next week from LV... Good company, good
service. But like others, you pick and choose what you are willing to
pay for.

On 3/20/2011 5:36 AM, Bill wrote:
Upscale wrote:
wrote in message
It's interesting (to me at least) how they are offering a discount while
not "cheapening their brand". They want you to get accustomed to those
high prices! ; )

Cheapening their brand could well cheapen their other outstanding
product.
That product is service. I'd estimate that out of all their products I've
bought, I've returned 10-15% of their products for a full, unquestioned
refund. Whether it's the product's unsuitablity or just my change of
heart,
I've never had any type of argument or hint of refusal to return
something.
Be it three weeks or three months, it's all the same. That type of
customer
service costs money and time, a type of service many other companies toss
by the wayside. Id much rather pay the expense of that type of service
and
received immediate, unquestioned response than benefit from the
occasional
'cheapening' of their brand.


Not me. I buy my cars used from auto dealerships, and that mean "As-Is,
Where-Is", without even a warrantee of fitness for any purpose. I'd
rather buy products from Lee Valley or Lie Nielson on similar terms, and
avoid the costs associated with being an "expensive customer" to
service. Unfortunately, expensive customers (and I have known some)
raise the prices for everyone.

Bill