"J" wrote in message
. net...
I order some dust collectors parts and hose from Grizzly two weeks ago. I
did receive the parts last week. One of the part was wrong. A wrong part
in
right package I called Grizzly on Monday explain them the situation. They
promise to resolve the issue and call me back next day (Tuesday). I did
not
receive any call from Grizzly on Tuesday so I called back, talk to
technician again and did not get any satisfactory answer. That technician
promised a return call next day. Of course I did not get call on Wednesday
so I call again on Wednesday. Same story.

So now I have an item that I cannot use and Grizzly is not co-operative to
replace it or give me credit. I can send it back then, I have to pay 10%
restocking fee plus freight cost.

What kind of customer service. ?

This was my first order with Grizzly and it will be my last order. I
usually
purchase from Lee valley and never had any issues on replacement. The
reason
I decided to purchase from Grizzly is to try Grizzly products. There was
no
difference in price.

Is any one have any issue with Grizzly or I am just single out?



It can be very hit and miss with the quality of the person who answers the
phone at Grizzly. The "technical support" staff at the long distance number
(unfortunately not toll free) have been pretty good in my experience, but
the "sales staff" at the main number are generally not very knowledgeable
..
Even though they make mistakes, I found everyone I spoke to commited to
solving the problem. Yes, it took a few tries before they got it right, but
they persisted until the problem was resolved.

I never have expectation of any mail order company in any industry ever
calling me back, even if they say they will. I just plan to call back the
next day. If they beat me to it, I am pleasantly surprised, but I've learned
that waiting for that call and being angry when it doesn't come just raises
my blood pressure.

When I go the mail order route with any product, I accept that those
companies take certain shortcuts to support those low prices. Sadly, it has
become the norm, but I'll tolerate it and trade some of my own extra effort
to save the dollars.

If you really want the tool, stick with it until you get the right part. If
you really want to send it back, I' pretty sure they'll take it back at no
cost to you, but you might have to invest a dollar or two in long distance
charges.

Tom