Help - poor customer service with fualty chisels

**Whit68** · 19th July 2010, 03:49 PM

G'day all,

My wife bought me some chisels (Japanese) from one of the large woodwork tool suppliers in Perth, being very careful not to name them, for my birthday about 18 mths ago.

When I opened them the had some very obvious marks (that I thought were hairline fractures) running along the edges of 3 chisels that were perpendicular to the face.

I took the chises back where the manager inspected them and said they were OK but if I had any trouble in the future to bring them back and they would sort it out.

Well about 5 weeks ago the corner of one of the chisel broke of right along one of the marks/fractures. Given I was only paring some pine I was not impressed.

I took them back about 41/2 weeks ago and was told they woul have to send them to HO to be checked. Since then............nothing! I have been into the store once and called twice to keep getting excuses like "I am still waiting for a return call".

As you can imagine I am not happy at all - given my wife spent $700 - to be getting this sort of run around.

Has anyone had this sort of fault with Japanese chisels?
or
This sort of run around from a store - if so what did you do?

I am beginning to get real ticked about the whole episode and will find it very hard to ever go back to this store.

regards
Anthony

**fletty** · 19th July 2010, 05:36 PM

Hi Anthony,
Yes it is upsetting when you get both poor quality and service when you've gone to a supposedly reputable supplier and spent good money on tools you would expect to be able to hand on to your grandchildren, All I can suggest is to stay in touch with the shop, maybe contact "HO", and keep this thread alive because the suppliers DO read this forum. One supplier I know of, finishes each week by logging on to the forum and entering the shop name in the search engine!
Let us know how you go,
fletty

**China** · 19th July 2010, 11:37 PM

Tell the time has come and if you are not satisfied in 7 days you will contact consumer affairs ( or your state eqiv) I'm pretty sure I know who you are talking about this sort of thing seems to be becoming the norm and they need to wake themselves up

**orraloon** · 20th July 2010, 05:38 PM

Sounds like the tempering went badly wrong. The only option would be replacement chisels. The service seems rather pi$$ poor too.
Regards
John

**Whit68** · 22nd July 2010, 01:25 AM

Well what a turn around!!

After getting fed up speaking with the Perth manager I asked for the HO managers contact details. After some "negotiating" I finally got a name and number.

Turns out they have not even received my chisel (that was apparently sent 4 weeks ago). Anyway after a 30 sec summary of what I have been though this guy identifies exactly what set of chisels I have, says they have one set in stock and that he will send it over to replace my faulty set.

If only Perth had given me this service!

At least I should have my new set of chisels soon and hopefully without the faults of the first set.

**les88** · 22nd July 2010, 09:27 AM

It is great that you have a result, in hindsight the store should have replaced them when you first noticed that they had a manufacturing fault not to tell you to wait to see if they fail
les

**munruben** · 22nd July 2010, 10:07 AM

Glad you have a result but keep us informed and let us know when you receive your new chisels and if the quality is what you expected.. Sorry to hear you had such bad service from the retailer, this sort of service should not be tolerated and in future would make me think twice about dealing with them again.

**Claw Hama** · 22nd July 2010, 11:52 AM

Its good to hear you have the right result but a shame you had to have the angst of the Perth rubbish. Is this a Multi state company or just Perth based?

**FXST01** · 22nd July 2010, 12:53 PM

Good to hear that someone finally a win over this company, hopefully it was just a bad set of chisels and the replacements will work as expected. I hope to see pictures of them being put to work on your next project.

**Whit68** · 28th July 2010, 03:43 PM

The new Chisles arrived last Friday and I picked them up Saturday. They don't have any of the 'fractures' the others seemed to have so hopefully these ones will serve me well.

I have to saw though, it has left a bitter taste in my mouth and I am not sure I will ever go back.

I contrast this to the service from the Jet Tool Shop in Townsville. I ordered a Veritas dovetail saw a couple of weeks ago, they confirmed my order, confirmed it had been dispatched and then yesterday I recieved another email making sure I had received my package and asking me to contact them if I had any issues.

I will happily pay the extra postage when it is backed up with this sort of service.

Anthony

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