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  1. #1
    Join Date
    Aug 2019
    Location
    California
    Posts
    4

    Default Hardware is good, but early concerns about the company...

    HI,

    Iím looking for feedback from existing customers and also providing some tips on set up.

    I encountered 7 days of delays due to one reseller who told me the day I was to receive the product that they wouldnít have it. The second shipped me the product missing 3 bags containing the necessary hardware to assemble.

    When I contacted Incra, I was treated with total indifference, and when I asked if the parts could be overnighted I was told ďNoĒ. Thatís it, just ďNOĒ.

    I then took Amazonís offer to replace the product with 2 day delivery. I have to think the inventory hassle and shipping two heavy boxes far outweighs doing something like sending the nuts and bolts overnight. Heck I would have paid the shipping but I wasnít even offered a conversation on the topic. That indifference really concerns me since I look at these things like a partnership. I need vendors that will stand behind their product and support my business.

    When I did receive the second shipment there was damage to the box, and it had been opened and resealed. Hopefully just to check that it was complete. No note or message from the sender.

    Wht you receive is two completely separate products shoved into a single larger box that tells the world whatís inside. So if you have concerns about packages being stolen, make sure you have them package it in a discrete box. That option is in the checkout process.

    Assembly is straight forward, however many people have commented about the difficulty of the expansion mechanics on the miter track. I ended up having to go to the hardware store to replace the screws also. They arenít a common screw either. $10.00 later and a new Allen wrench to help I went back to it. What I found to work was to use a punch and mallet on the wedge on the underside of the track and put some oil between the two surfaces. You need to be careful, but taking the work off the screws was important. Even with the extra care, I was close to stripping the new bolts. This as well as the other two track installs required is the weak point of the install process, tooling, and instructions. Having to make a trip to the hardware store just set me back further. The tooling for the drop table side is questionable on how secure that will be over time.

    Also when installing the fence, if you need to use the white expansion discs, it tells you to put the slit a few degrees before the opening to the channel of the track. Meaning put it at 12 oíclock when the opening is at 1PM. The goal being that the slit does not end up in the channel rendering it nonfunctional. You are better off putting it at about 9 to avoid the issue of the disc rotating all together.

    As you get towards installing the Fence, this is where the two separate products and their separate documentation causes frustration. The sled instructions talk about using third party mitre gauges, but is silent to using Incras. Do I need to use the cam screws with Incraís gauge? I donít know. Likewise the fence instructions are silent about the sled to a large extent. How difficult would
    It be to have one integrated set of documents or at least insure the two connect? I read about how awesome their instructions are, and they are reasonable, but not withstanding some significant gaps, and failure to provide caution and advice on how to work with the expansion bolts so as not to break them.

    At several points the instructions have you do things without explaining why. For example putting the stop at zero next to the blade. When would I need to use the stop at zero? Then placing it on the extension fence to get the measurements on the ruler done. The ruler is on the fence not the stop. I may be missing something here so please let me know.

    Last, regarding the hold down clamp. In my opinion itís only moderately useful. Any work piece thatís more than an inch tall can be challenging. I was hoping that it would allow me to clamp down thinner pieces for thin rip cuts but itís a little short given the track location. My son pointed out that with a different anchor screw, we could use the Kreg clamps. It may be what Iím forced to resort to, but it feels like mixing oil and water. This is the key reason for my purchase and Iím still not able to get it done with the safety I would like.

    Overall:
    1. This is a very high quality piece of hardware.
    2. Having done my research, I havenít found anything that matches it in the market.
    3. It still doesnít meet my needs yet, but Iíll figure something out.
    4. The price is absolutely on par when you compare what you would get on other offerings.
    5. The instructions and guidance could be greatly improved with a few small, yet critical improvements.
    6. Iím concerned about Incra as a partner. The indifference, and lack of engagement, or willingness to help me solve THIER problem, is truly alarming! Not how you build loyalty, and quality product never overshadows bad customer support. How about at least an apology for the issue? I received nothing of the sort during my call, or in writing. No follow up to make sure it went well. Nothing. Maybe it was just a bad day. But itís been several days since.

    A simple overnight would have saved them from shopping me 2 units, mow having an open box item to sell for lower margin, and GAINED them a loyal customer!

    Sorry for the long message but I hope the details help other new customers and Iím curious to hear from existing customers about your experience. Should I pack it up and shop it back now, or will the company act responsibly and by their customers? So far Iím not seeing it.

  2. #2
    Join Date
    May 1999
    Location
    Belmont (Geelong) Victoria
    Age
    70
    Posts
    11,184

    Default

    Pity you are not in Australia.

    I believe their service and customer support here is nothing less than brilliant.
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  3. #3
    Join Date
    Apr 2014
    Location
    Melbourne
    Posts
    560

    Default

    Might even help if the original poster put in his message what the product is and the model.

    I’ve never had a bad experience with Incra or their products.

  4. #4
    Join Date
    Feb 2016
    Location
    Canberra
    Posts
    2,671

    Default

    Im a huge incra fan.

    Absolutely exemplary service locally and from the USA.

    Quick responses (not instant, but quick), happy to answer my stupid questions and absolutely first rate on spare parts.

    All of my packages have been delivered boxed, plus all were in perfect condition.

    Shame to hear of the hassle. Maybe a nicely worded email would assist?

  5. #5
    Join Date
    Jun 2015
    Location
    Wolvi
    Posts
    185

    Default

    Like all the other responses I happen to think the service from Incra is pretty good, except...

    Being told that you have to use specific brands of router bit because they're the ones that are the most effective with Incra gear is........embarassing.

    and as far as the gear is concerned..

    Having to use tape to correct the verticality of fences is balltearingly irritating. And the instructions to correct the verticality of the "Wonder Fence" are wrong....just sayin.

  6. #6
    Join Date
    Aug 2019
    Location
    California
    Posts
    4

    Default

    Quote Originally Posted by Feckit View Post
    Like all the other responses I happen to think the service from Incra is pretty good, except...

    Being told that you have to use specific brands of router bit because they're the ones that are the most effective with Incra gear is........embarassing.

    and as far as the gear is concerned..

    Having to use tape to correct the verticality of fences is balltearingly irritating. And the instructions to correct the verticality of the "Wonder Fence" are wrong....just sayin.
    As far as the product, itís the Incra Mitre Express. It comes with the 1000SE fence and the sled which is designed to where you could use an existing gauge if you had a decent one.

    Yea my biggest issue is the attitude and complete lack of interest or effort to help me compress my time frame. Between their mistake and their reseller I lost a big chunk of time. Yes the product works now, but Iím not a happy customer or wanting to do more business with them, or recommend them.

    Regarding sending a nicely written note, to accomplish what? To get my apology? Thatís like asking someone in an interview if they are a hard worker. Of course they say yes! Their actions or lack of, speak for themself. If thatís how they want to leave a new customer who just dropped $300 bucks on a first purchase so be it. Any business owner that can fog a mirror with his breath knows better. I WANT to like this company. If I come to the conclusion I donít, Iíll ship the gear to them the same day. My vendors will to the extra mile for me just as I will for them. Thatís the only way it works.

  7. #7
    Join Date
    Aug 2019
    Location
    California
    Posts
    4

    Default

    Incra Miter Combo Value Pack.

  8. #8
    Join Date
    Feb 2016
    Location
    Canberra
    Posts
    2,671

    Default

    Quote Originally Posted by Scooter94526 View Post
    Regarding sending a nicely written note, to accomplish what? To get my apology? That’s like asking someone in an interview if they are a hard worker. Of course they say yes! Their actions or lack of, speak for themself. If that’s how they want to leave a new customer who just dropped $300 bucks on a first purchase so be it. Any business owner that can fog a mirror with his breath knows better. I WANT to like this company. If I come to the conclusion I don’t, I’ll ship the gear to them the same day. My vendors will to the extra mile for me just as I will for them. That’s the only way it works.
    Ah, I see. California. The USA.

    The rest of the world sees it differently.

    Apologies.

  9. #9
    Join Date
    Nov 2007
    Location
    Mt Crosby, Brisbane
    Posts
    2,299

    Default

    Who did you buy from ? You mention ebay and amazon ? Did you buy from a re-seller and then ask incra direct to fix the issues ?

    I have a pretty extensive incra setup and it is arguably the best piece of woodworking gear I've bought. Let a total idiot bang out tight dovetails in no time, cuts to within 0.5 thou. Yep there is a bit of setup but the instructions are clear and if you follow them once it's done it's done. I'm a metalworker by trade and it lets me approach timber like it's steel or plastic.

    I have had occasion to ask questions over the years and always received prompt polite and complete replies.

    I'm sorry you had an unhappy experience.
    I'm just a startled bunny in the headlights of life. L.J. Young.
    We live in a free country. We have freedom of choice. You can choose to agree with me, or you can choose to be wrong.
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  10. #10
    Join Date
    Jan 2011
    Location
    shep Victoria
    Age
    92
    Posts
    419

    Default

    Sorry hit wrong button

  11. #11
    Join Date
    Jul 2018
    Location
    Germany
    Posts
    3

    Default

    From the description of your troubles, it appears to me that your complaints should be directed at the resellers, and not Incra. I live in Germany and purchase from Incra directly, not a reseller. Every package I receive from Incra is in great condition, despite the tender mercies the postal employees might show them. I have never had an Incra box opened or repaired, so I suspect your woes are due to forces outside Incra's ability to affect. Since you didn't buy from Incra, I don't know why you think Incra owes you anything...but I might be wrong.

    The only problem with any of the Incra products I bought (several thousands of dollars worth) was a missing cam screw to lock the router plate in place on the table. I contacted Incra customer support by email to explain the issue and reference my order number. Neil sent two replacement screws to my German address the next day.

  12. #12
    Join Date
    Aug 2019
    Location
    California
    Posts
    4

    Default

    I just want to thank each of you for taking the time to reply. I have a healthy respect for my time, as Iím sure you do yours. The feedback was helpful and consistent. I appreciate the generosity with your time and insight. All the best!

    Scott

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