Laguna Tools Inc

Revdex.com
ViewridgeAve #
San Diego, CA 92123-
Re: ***
Dear *** ***
I must say we were a bit surprised by your letter
We received a call from Mr* *** *** that his machine had been scratched up during shipping
He sent us some pictures
to show the scratchesWe always hope that the shipper will take great care
with our products but as I am sure you are aware things occasionally get miss handled by the freight
companies
Other than the scratches the machine was in good conditionThe sales person *** *** offered Mr
*** some touch up paint and for the trouble of the touch up he was going to send a Laguna Tools
shirt and a free cutterMr*** became very irritated with Jay and after some heated words agreed
to keep his machine if he got a 20% discount and hung upAs a matter of record all phone calls are
recordedI reviewed the recorded calls between *** *** *nd Mr*** and did not feel it
would be good for the two of them to communicate furtherI then asked *** *** our sales
manager to take over any further communications
*** *** spoke with My *** and offer two options1st was we would offer him a 10%
discount to keep the machine and have no further claims2nd was to return the machine for a full
refundTheir conversation was pleasant and Mr*** chose to take the 0% discount and to keep
his machine as is
To the best of our knowledge we served Mr*** well and have had no further complaints
Sincerely,
*** ***
*** *** ***
Laguna Tools

Review: I purchased a brand new machine that I paid $7,200 for and it appears that this machine is a factory second! I have requested that they send me a new machine that is not flawed and they want to send me some touch up paint and a free T-shirt. That is an insult. When you spend $7,200 on a machine, you do not expect it to have gouges in the metal. There is a gouge in the gauntry along with machining marks on the front of the machine along with decals damaged, In addition the corners of the machine have the paint missing. It appears that when the machine was painted then they put something on the corners and the paint was not dry and the paint was removed from the corners. The gouge in the gantry appears to be a machined flaw that should never have been shipped as acceptable.Desired Settlement: I am requesting either a brand new machine or a 20% discount on this machine since it appears that it is a factory second.

Business

Response:

Revdex.com

4747 ViewridgeAve #200

San Diego, CA 92123-1688

Re: [redacted]

Dear [redacted]

I must say we were a bit surprised by your letter.

We received a call from Mr[redacted] that his machine had been scratched up during shipping.

He sent us some pictures to show the scratches. We always hope that the shipper will take great care

with our products but as I am sure you are aware things occasionally get miss handled by the freight

companies.

Other than the scratches the machine was in good condition. The sales person [redacted] offered Mr.

[redacted] some touch up paint and for the trouble of the touch up he was going to send a Laguna Tools

shirt and a free cutter. Mr. [redacted] became very irritated with Jay and after some heated words agreed

to keep his machine if he got a 20% discount and hung up. As a matter of record all phone calls are

recorded. I reviewed the recorded calls between [redacted]nd Mr. [redacted] and did not feel it

would be good for the two of them to communicate further. I then asked [redacted] our sales

manager to take over any further communications.

[redacted] spoke with My [redacted] and offer two options. 1st was we would offer him a 10%

discount to keep the machine and have no further claims. 2nd was to return the machine for a full

refund. Their conversation was pleasant and Mr. [redacted] chose to take the 1 0% discount and to keep

his machine as is.

To the best of our knowledge we served Mr. [redacted] well and have had no further complaints.

Sincerely,

Laguna Tools

Review: in 2011 I purchased my first saw from laguna for $2300 which never worked and continually broke bandsaw blades. They would not allow me to return but said I could upgrade to a better saw. I paid an additional $2300 for the new saw and sent the defective one back bringing the total to $4600 not including shipping for a new saw. $6000 after shipping

I received the new saw a full 2 months later and it immediately had a problem with a bent tracking [redacted] I called and it was replaced. I installed a blade and noticed after 2 hrs of cutting it would not hold tension and I had to stop the saw and retension the blade. This tension issue continued to get worse and over the course of 3 months and just 2 bandsaw blades use the saw will not hold tension at all. It is useless and does not work.

I have spent 3 weeks on the phone with their customer service rep. (may7th to may 28th) At first he assured me they would issue a refund or send a replacement. Now 3 weeks later they said they will not honor their 1 year warranty policy on my saw. They said they have never encountered this problem before so it cant be a real problem and my saw is in perfect running order. They will not offer a refund or return on a 3 month old defective saw even though they have a 1 year warranty on manufacturers defects.

I spent $1500 for 3 shipping charges to get this saw in my shop. They made me pay for the first return of their defective saw as well as for the new shipping. I have now paid for shipping 3 times for 1 saw which brings my total to$6100 I would just like a refund for the $4600 I paid for the saw and for them to cover the cost to pick up their 3 month old defective saw and they are refusing to honor their warranty

A link to a video showing there is obviously an issue is below. Although they have seen the video and initially said it was an issue they now refuse to issue a refund or replacement. This is extremely unethical. Buyer beware!

[redacted]Desired Settlement: A refund on the cost of the saw plus return shipping. My saw does not work.

They have a 1 year warranty policy. My saw is only 4 months old. They denied a refund or return.

Business

Response:

Mr. [redacted] was convinced that the tension assembly was faulty. Our technicians attempted to explain how the system works and that what he thought was happening cannot take place. As he was quite upset, we agreed to send him a complete new tension assembly and also a free blade for his troubles. On June 3rd he installed the new assembly. He was going to report back if he had any further issues and we have not heard from him since that time