JPW Industries Reviews (%countItem)
JPW Industries Rating
Address: 427 New Sanford Rd, La Vergne, Tennessee, United States, 37086-4184
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If you buy something from this company and you use it for 10 second they consider it used and they will not return your money even if it is a big item so I will never buy anything from them again as long as I live. Just a warning for everybody they ***.
JPW Industries (Jet, Powermatic, Wilton, Edwards and Baileigh brands) offers new products to be sold through Authorized Distributors and does not sell direct to consumers. The standard JPW Industries policy with our distributors is to not accept used machinery for return since it cannot be reconditioned for resale, but that does not exclude our distributors from allowing the return. I hope that my phone call and explanation of our policy helped you to understand our position as well as my offer to assist you with the situation. You informed me that after receiving the *** information from our distributor, you sold the used machine to someone else instead of sending the product back. After hearing this I offered to send a few complementary Jet products as a gesture of our commitment to supporting our end users and our brand. Again, I hope that our conversation made you aware of our position and hopefully you will feel comfortable with purchasing our brands of product in the future.
I have tried to get my issue resolved for the last 5 days and cant even get a call back. I need an exchange immediately for a faulty product.
My 10 inch jointer planer is locked up. This is the 2nd issue I've had with this machine in the 5 months I've owned it. Jet says they will make it right but wont even answer the phone. *** (where I purchased) needs the ok from jet to resolve my issue. This is what I do for a living and how I feed my family and the customer service and drive to resolve this situation is unacceptable.
Replacement or full repair at no cost to me.
Issue has been resolved
Jet took my order through *** from Jets own page, held up money for Three months - decided it was their best interest to cancel everyone's order
Jet listed a sale and then through word of mouth and due to the popularity they have started canceling orders AFTER HOLDING UP $75 OF MY MONEY FOR THEEE MONTHS! Bait and switch. They advertised a buy one get one deal and when all of the woodworking people on my shared forums took part they shipped a small fraction and then said due to supply issues they are canceling the order. They are a major corporation. Clamps are plentiful for them. This is a direct lie. As inventory in every store that carries their products show. They have. The inventory and have lied in the hopes that we still want two clamps and will purchase them separately now. I want was was advertised and sold to me.
I want the buy one get one clamp deal I was sold from JET.
Contact Name and Title: Mark *** VP Cust Exper
Contact Phone: XXXXXXXXXX
Contact Email: ***@jpwindustries.com
JPW Industries only sells Service Parts direct to consumers. If Mr. can provide us more information we would gladly research his issue. We offer our products for sale through authorized distributors only so it is important to secure proper information such as an order confirmation number, purchase receipt or any forms of communication with details that we can use to research Mr. claim. We are sorry for his issues and would like to assist him in resolving what has actually transpired but cannot do so without additional information.
Bought a band saw but the blade will not stay on it. Cannot get a service technician to come fix it.
I purchased a model *** Jet band saw on 22 July. When it arrived I assembled it running into one problem - the tension mechanism fell apart the first time I turned the *** a quarter turn. I reassembled this, finished assembling the saw, installed a blade and got the guides configured. I was able to successfully cut wood for one small project before the blade came off while the saw was running. I put the blade back on and carefully tuned it to where I thought it would not come off again. I was wrong and it came off again the next time I used the saw. I can generally only do woodworking on some weekends so I only used/tried to use the tool a few times in August and September.
After spending too much time trying to fix the problem myself I called for warranty support on 1 October. I gave the person on the phone my information and he said he was sending an email with further instructions to verify my purchase and warranty support. This email never arrived.
I called support again on 7 October. This time I was advised I should buy some shims and shim out the lower wheel myself. I was told that the machines are assembled overseas and they sometimes are not setup correctly. I went to two hardware stores before I found washers to server as shims and shimmed out the lower wheel in a vain attempt to fix the problem.
On 8 October I called support again and told them I was done trying to fix their product - I wanted a service technician to come out and fix it. This time Tony *** - the technician I spoke with on the phone actually followed up with the promised email. I responded with the needed details and a copy of the receipt. The next day I emailed asking when service would be scheduled. A day later he replied that the info had been sent to the service center for scheduling. The service center was identified as ***. After hearing nothing further for several days I looked up *** and started calling them directly. I always got a generic voice mail and never a return call. On 16 October I emailed Tony again telling him about the lack of response from the service center and asked if there is another service center. He responded stating that he "passed *** along to the service manager to give them a call." No follow-up after that.
Either send somebody out to fix this thing or refund my money.
Contact Name and Title: Mark ***, VP Cust Exp
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@jpwindustries.com
We reviewed the facts and are responding with the following:
Call 10/1/19
Fell short on the technical advice and possibly got the email address incorrect because the customer claims he did not receive later. Could have also been snatched by customers spam filter?
Call 10/7/19
Ran through diagnostic and adjustments, and possible work around for the lower wheel issues he is having.
Call 10/8/19
Claims the he ran through all the recommended adjustments from previous call. Will not adjust tool any longer wants ASC to fix. Gathered contact information
Call 10/9/19
We called to inform customer of system issues with warranty management system.
10/10/19
Claim in the warranty management system entered claim # XXXXXX
***'s *** Repair was emailed with the contact information to contact the customer to schedule the repair. We later learned that ***'s technician was sick and unable to respond to the email.
10/25/19
Mr. was contacted to schedule the repair but a date was not set.
10/29/19
Mr. called ***'s to follow-up and the repair was scheduled and completed that day. The tool was fixed and adjusted. JPW has yet to receive the paperwork from ***'s *** Repair so we were not aware that there was anything open.
11/8/19
*** from the Revdex.com contacted JPW Customer Service regarding a Complaint. She stated she sent an email to me a couple days ago and did not get a response. She said that in Three days, the complaint will go in as a unanswered complaint inquiry. Our Customer Service Rep verified my email with her and advised her to resend the email directly to me. I still did not receive the email but was able to find it in the SPAM filter.
I contacted Mr. and confirmed that the repair had been made and his machine was in working order. JPW apologizes for any delays in service as we value our reputation of standing behind our tools. As far as I am concerned the case is closed.
(The consumer indicated he/she ACCEPTED the response from the business.)
Two clarifications
Call on 10/1 - Email did not reach my spam filter.
Call on 10/7 - Customer service rep recommended I fix it myself by purchasing and installing shims. As I found out when the technician finally arrived, this was a stupid idea and never should have been suggested. There is an adjustment that can be made using the routing bolts for the motor. This is not in the user manual and the customer service rep evidently did not know it either. I recommend better training of their service reps.
Call on 10/10 - No follow-up from the company when service rep did not reply or acknowledge the service request. Actually following up with a representative will avoid problems like this in the future.
Pending orders over 30 days, yet to deliver
Placed 2 separate orders through JPW Industries Vendor (Sep 3, 2019 and Sep 13, 2019). Expected delivery was within 1 week of orders. Yet to receive either item.
After 2 weeks, contacted vendor customer service who directed me to JPW Industries. JPW Industries noted that shipper *** Freight) had technical issue so items were released to local shipper ***). Local shipper unable to ship to destination and awaiting release to another shipper capable of completing delivery.
I've been calling JPW Industries Customer service every day for last 5 business seeking resolution. JPW industries Customer service unable to resolve issue and no longer returns calls.
Deliver my items
They have responded.
Given the circumstances, I've accepted their offer to cancel the order and provide a full refund. I have not received the refund bit expect this shortly.
Super Junior Vise Base failure
I purchase a Super Junior Vise on August 6th 2019, the base of this vise swivels, when the two bolts on either side are tightened, the vise should stay in place. However with this vise the base does not lock & renders this vise useless for what I need. I would like a refund or replacement for the 92$ vise that doesn't work. I have contacted *** from JPW Industries who attempted to resolve my issue for the past month, they finally sent a new base & apparently the one sold to me was a vise that was in production 20 years ago but it had never been used (was sold as new). *** is telling me that since the vise was produced 20 years ago, they are no longer responsible for the warranty, but I feel like since they have new vises from 20 years ago that do not work properly, they should recall those & get those out of the system & sell only those that work properly.
Replacement/refund
Industries (Jet, Powermatic, Wilton and Edwards brands) offers new products to be sold through Authorized Distributors. The customer purchased a Wilton vise from one of our distributors (*** Company) via Amazon.com. The product was listed as new by *** Company on Amazon.com. The customer reached out to our Technical Service department to inform us that the swivel base on the Wilton vise they purchased on 8/6/2019 did not function properly. *** Technical Service asked for the required Proof of Purchase. Once provided we worked with the customer to identify the exact replacement swivel base required. The customer received the swivel base and stated that it was not the correct one. *** Technical Service requested pictures of the vise to verify what was needed to solve his issue. The picture provided was of a used vise and based on the picture it looked like the vise had been mounted on his work bench for many years, not just recently purchased. The vise in the picture was not the same vise as the one on the Proof of Purchase and the vise in the picture was last sold in 1998. We informed him that we provided the proper replacement part for the vise that he provided the Proof of Purchase but could not provide warranty coverage for a used vise with no proof of purchase and that parts were not available for that vise. We contacted *** Company to inquire if they sold and shipped the correct vise to their customer and they informed us that they had already provided the customer full credit (Vise cost, Shipping and taxes) for his purchase and told him that he could keep the vise. Based on these facts, *** considers that this was not our issue to solve and that this matter is closed since he received a full refund from the original distributor.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has refunded my purchase. However, moving forward, this vise was purchased new. It was the only vise I've owned & I did not send different photos. I attempted to send videos but *** could not receive them. Instead of arguing with their consumers if their products are new or not, they should first verify their claims before saying otherwise.
I will be sure to never work with this company again in the future. Poor business etiquette amongst other issues with their customer service.
I purchased a jointer and the tables on the jointer are no ways near coplaner, quality problem.
The jointer is not even close to being coplaner. The instructions do not even cover how to make adjustments on the machine. I tried to go to the Jet tools web site to find instructions but their web site is down. I doubt if there would be adequate instructions there anyway. What is with this company? No instructions. No customer service. I doubt they will even contact me to correct this issue. I should have done my research they Jet has only a C+ rating (at the time of this complaint) for failure to respond to complaints. Time to go looking for a company that will stand behind their products.
Detailed instructions/ decent customer support
JPW maintains a Technical Service team to support users and provides an industry leading warranty. JPW was unaware of this case until months after this issue due to incorrect contact information. With additional information we can respond and take care of any issues if this hasn't already been handled. Once the Model and Stock number are provided, we have instructions on how to adjust the Jointer Tables.
(The consumer indicated he/she DID NOT accept the response from the business.)
They have a generic response they can apply to any customer complaint. They did not address my specific issue at all. I did get a call from Jet some 6 months after I purchased the equipment. They say they had incorrect contact information, but how did they reach me if they had incorrect contact information? The products seems to be very good but the customer service is seriously lacking. I will spend extra money for a good product that comes with good customer service. The product quality is there, just not the customer service.
Our apologies for any lack of follow-up in a timely manner. The first method for support would be to contact the distributor from which the product was purchased. They can assist with most questions and reach out to us if they cannot fully address. If they cannot address your issue, we staff a Customer Service call center from 7 am CST to 6 pm CST Monday through Friday that can take care of you. Our Technical Service team is available from 8 am CST to 5 pm CST Monday through Friday when questions arise that require more detailed support or possible Service Center interaction. Calling these teams would be the proper method to get any problem addressed if the distributor from which you purchased the product is unable to assist you. We are interested in resolving this claim for multiple reasons:
1. Make sure that the customers machine is functioning properly and that all issues are addressed
2. Determine where the breakdown in communication occurred to make sure our processes are set to keep this from happening again
3. Improve setup and adjustment information available in our product catalogs so that the end user can quickly resolve issues
4. JPW recently implemented a new CRM (Customer resource Management) tool to improve communication and visibility of calls and emails into our Customer Service and Technical Service teams and we want to validate that this issue would be addressed in a more timely manner
If Mr. would contact me directly, I would be interested in understanding where the gap in communication occurred and how we resolve going forward. Without talking directly to him and securing his Proof of Purchase information I am unable to address his issue and improve his faith in our ability to provide excellent Customer Service.
(The consumer indicated he/she DID NOT accept the response from the business.)
I think the timeline in which Jet tools responded to the Revdex.com complaint speaks volumes to the quality of the customer service Jet provides. It's obviously not a priority. I did check with woodcraft where I purchased the jointer and planer, it cost around $4500.00. The products are fine pieces of machinery, I was just looking for written instructions on how to adjust the jointer surfaces to be coplanar - adjust the height of just one corner and such. The user manual that came with the device is not sufficient. I need to have proof of purchase for that. Really? As for contacting the Jet representative directly, I have no contact info. They have my info but have not bothered to attempt to contact me directly. This is just another canned response that the feel they "have to do" just to satisfy the BB complaint. If customer service was an actual priority, they would actually spend the little effort it would take to get me the info I am looking for. Why is this so hard?
After further research we found records where JPW was first notified of this complaint on September 24, 2019. This is when the local Revdex.com agent *** contacted me to let me know that we had an outstanding complaint. JPW was not receiving the Revdex.com complaint notices and was totally unaware of this issue. We are a large business that receives over one thousand calls a day and over three hundred emails each day. We would like to make the statement that everything flows smoothly, and nothing slips between the cracks but that isn't true. The statement that Mr. makes about lousy Customer Service isn't true either. We receive numerous compliments for excellent Customer Service and very few complaints. We are not perfect by no means, but we do our best to make things right when we are aware there is an issue.
After being notified about this complaint on September 24, 2019 we show that we searched for any records of contact with Mr. and found the following:
September 24, 2019 8:45 am cst - Email from *** notifying me of the unanswered complaint
September 24, 2019 8:57 am cst - Email sent from me to JPW Customer Service Supervisor to search for all calls from the phone number provided to see if we had any record of contact. This would be used to determine what actions were taken and what we needed to do to resolve.
September 24, 2019 9:23 am cst - Email sent to me from JPW Customer Service Supervisor informing me that we didn't have any records of any calls from the provided phone number or the first 5 digits of this phone number. This is not a perfect science because of the phone numbers that are sometimes displayed on phone systems but since we record all calls it was a starting point. We did find an email from Mr. that was sent to our Customer Service team asking about instructions to adjust his machine. This is a common method of people reaching out to us and we always request that these types of questions be handled by calling our Technical Service Department directly. The email was sent back to Mr. asking him to call Technical Service. No other communication from this phone number was found.
September 25, 2019 8:15 am cst - Email sent to our Technical Service Supervisor and team members asking if they had any record of speaking with or receiving any emails from Mr.. None of the Technical Service team members had any information on Mr. issue.
October 1, 2019 12:26 pm - I received an email from the Technical Service Supervisor who instructed one of his team members to call Mr. on the phone number that was provided in the complaint. The Technical Support team member called Mr. to inquire if he still needed assistance and Mr. told him that he had figured it out and that we were six months too late. Mr. laughed and then hung up.
As far as JPW was concerned we were beyond a point of resolving Mr. issue. For whatever reason, this was not resolved in a timely manner. We don't know if he ever called us after receiving the email to contact Technical Service because we don't show any records of his call. As mentioned before, we apologize for any lack of communication. JPW recently implemented a new CRM (Customer resource Management) tool to improve communication and visibility of calls and emails into our Customer Service and Technical Service teams. In the future this will provide us more insight into resolving these types of issue in a timely manner.
I purchased a $4,678 planer that does not produce a flat board. I have been unable to get help with repair or replacement after many hours and expense
I purchased a 20" Powermatic planer (model # ***, serial # ***)
with a Byrd cutter head from Mann Tool in Columbia, South Carolina, in July 2017 for approximately $$4,678.03. I picked up the planer on July 21 after making arrangements with *** at Mann Tool. It was my big purchase for my business for 2017, and it has had feed and sniping issues from the time I brought it back to my shop, 100 miles from Columbia.
I have completed all adjustments according to the book to no avail and have spent the past nearly eight months trying to resolve my issues with this tool, beginning with Mann Tool. The employees there sent me to Powermatic, and the first technician to try to fix it was a man named *** from Bluffton, South Carolina. He was dumbfounded but promised to get it resolved. When he received no help from Powermatic, he simply stopped returning my calls and emails.
I since have driven another 400 miles, leaving the planer at Mann Tool for a repair Feb. 23 and returning for it on March 8. A Powermatic woodworking specialist named ***, who happened to be in Columbia for a show, assured me that he had fixed the problem, so I went back to retrieve the tool but brought wood to test it when I arrived.
*** was gone, and I still have sniping and feed issues; nothing had changed. Frustrated, I drove the tool back to my shop with no resolution but considerable time wasted. I contacted *** and said I obviously purchased a lemon and need to simply exchange this tool. He then said he would forward my concerns to "the head of customer experience," but I have yet to hear back, days later and after requesting a timeline from him and that person's direct contact. Again, another person has simply stopped the conversation when he was unable to find a solution.
I have spent considerable time simply trying to get an expensive tool to work as promised. Right now, I have a planer that won't produce a flat board -- its only job -- and am forced to use a small $500 planer to complete my work. My busy season starts in just a few weeks, and I'm at my wit's end trying to get this resolved. To add insult to injury, I'm still under warranty, and I own a shop full of other Powermatic tools.
Initially, I requested an exchange, but now I just want refund and to get rid of this tool and never deal with Powermatic again. This has been an incredibly disappointing customer experience. I'm hoping you can help me, as this is a significant purchase that has led to significant frustration for a small business owner. Thank you for your consideration.
I would like them to retrieve this tool and issue a refund.
They issued a refund. Thank you for your assistance.