DMT Customer Service (resolved)

bhyde

bhyde

UNNECESSARY EVIL
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I would have thought, by all the reviews I have read that DMT had legendary customer service. (Especially in the tinkering and embellishment threads) My experience with them has lead me to believe the opposite. Their communication is horrible to say the least.
My tale started out in late December when I bought a DMT 8in EEF stone from Woodcraft. Right away, I had issues with the stone not having the same consistency as my other two DMT stones..Rough feeling, and in general, this stone looked like it may have been used because the surface finish of the stone looked like crap before I even used it. I contacted DMT through their email about this issue. Long story short, it was agreed that I should send the stone to them for review. They received this stone on Jan 6, 2011. A flurry of emails and several months later, I am at the point where I can no longer stand their excuses for replacing the stone, or at the very least, sending the one I paid for back. (The last email stated that I would have a stone sent to me on April 1st).

Again,- I hope this is not the typical DMT customer service as I will likely never deal with them, or their products again. I am out $90.00 + shipping, but hopefully, someone else can learn from all this.

I will include this tid bit of information..I have dealt with diamond impregnated substrates of varying degrees and tools in my long machining career, so I am perfectly comfortable in my assessment of the condition of this stone.

If by some miracle, DMT comes through, I will update the status of this to resolved, but until then.... :thumbdn::thumbdn::thumbdn::thumbdn:


Bill
 
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If I might ask, can you share what some of their responses have been or give a general summation of their stance on the matter? For them to have the stone going on 4 months without you getting anything as refund or replacement is not good at all in my opinion.

Also, did you contact the vendor to see if they might be able to contact DMT on your behalf to make some progress?
 
Hrmm...Their responses.. Well, for all intents and purposes, this is the basic chronological order:

1) (01/07/2011) DMT Received the stone and sent to evaluation, would let me know soon.
2) (01/21/2011) Emailed DMT requesting a status update- No response
3) (02/07/2011) Emailed DMT again, requesting a status update, something!
4) (02/08/2011) Received update from DMT- They are awaiting steel to make the new stones, but are held up due to weather back east- ( I can see this as I had problems with this as well)
5) (02/08/2011) Emailed DMT- Thanking them for the response.
6) (03/27/2011) Emailed DMT for a status update to see if I fell off of their radar, or a basic inquiry for the status. Explained their exemplary CS reviews that I had seen on some forums, but had not yet seen this.
7) (03/29/2011) Received update from DMT- Problems getting inventory back up, "will send replacement by the end of the month".
8) (04/28/2011) Emailed DMT with the following:

"Just wanted to drop you a quick email before I head out for the weekend. I thought a stone was going to be shipped the first of this month? I think it's safe to say this has not happened unless there has been a development that I am not aware of. At some level, if I am being honest with myself, I feel like my good nature is being taken advantage of. This is an endeavor that started in late December of 2010 and has continued for 4 solid months. I have not received a single proactive correspondence on this matter, despite my willingness to forgo time with the trade off of communication.

If there is going to be any further delay, please just send me the original stone back. Let me know if I need to pay return shipping on this. I feel that I am out enough money and want to cut my losses where they stand currently.

One way or another, let's please take care of this issue, as my patience is gone.


Bill"


I have yet to see a response by DMT- I am, as my email stated, fed up with them. :thumbdn:


I have not contacted Woodcraft as the receipt is or was long gone at that point- (it was a pre-Christmas gift from my wife)
 
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Time to pick up the phone and interrogate the people on the other end of the line. Completely unacceptable on every level.
 
snowreaper1 said:
Any updates?
Click to expand...

Unfortunately, not..This is the customer service I have come to expect from them. They are getting a call from me early tomorrow morning along with a link to this.
 
A quick status update. I was told on the phone this am that the stone was sent on the 4th via UPS.

I will update by Friday of this week with either result as it should not take that long to arrive.
 
Update:

I received the replacement stone. Suffice to say, that DMT came through with flying colors this time including a bunch of accessories/ demo products. If I get a little bit of time later, I will post a pic of what they sent. I think it's important to also post how companies try to see consumers back into their good graces.


Bill
 
Glad to see that they came through for you, and I'm curious to see what they included to "compensate" :) You're absolutely right about the importance of seeing customers back into their good graces and such, I think it's a very big part of customer service and says a lot about what they care about.
 
Good to hear they did something to try to make up for all the time that was invested on your end. Glad that this got resolved positively for you.
 
Pic of booty from DMT!

HPIM4777.jpg
 
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