Venting spleen at Wilton

[happycat]

Hi folks! Pardon the indulgence, but I just need a chance to vent to somebody who can actually appreciate where I'm at. After two years of saving up for one, and reading dozens of posts to help me make up my mind, I finally took the plunge and bought a Wilton Square wheel grinder from Jantz.
I spent a few days waiting like a kid on Christmas eve, and it finally came. I took it down and set it up only to find out that the flat platen assembly was defective (bent at the top where the smaller wheel attaches).
What a dissappointment! The next day I called Wilton and they told me to call Jantz who gave me an authorization number and told me to ship the defective parts back to Wilton. So far, so good. I sent the platen, the bolt, and the small wheel.....
Well its almost a month, and several phone calls later.... and I still can't do any flat grinding. Two weeks ago Wilton told me that my shipping order was on the floor being filled. (I did get the platten and the bolt). Last week, they told me that the wheel is out of stock and that there are 68 orders in front of me! I was informed that it would probably be another 7-10 day wait. AAAARRRGGGG!!!!!! I called Jantz and talked to them and they were nice to me (I actually like them and my beef is really with Wilton not them) and said they'd check into it. That was a week ago and no call back.
Now I'm a pretty patient guy. I'm a therapist for crying out loud. I sit with people all day and help them to control their anger, get in touch with their feelings etc.
Well right now, I'm feeling ignored, and screwed and I'm so angry I don't know what to do with myself. I know screaming at the Wilton "customer service" person isn't going to get me anywhere (though it is tempting!). So here I am reading you my litany of woe.
At 900.00, this is the most expensive thing I've ever bought that I couldn't ride to work. Is it too much to expect for it to work right and for the company to actually stand behind it with some customer service that consists of something other than "I'm sorry that part is out of stock and won't be in for a month...."??? GRRRRRRRRRRRRR!!!!!
Well enough ranting for now. Thanks for listening. Any feedback or advice would be welcome. Thanks to you all and Bladeforums for teaching me so much. I treasure this place!
Ed Wilson
aka Happycat

 

[mikeS]

Did you ask the customer no service person to speak to their superviser?

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Why am I good enough to fix my mistakes, but not good enough to keep from making them in the first place?

 

[Dav]

Mr. Wilson; As they say in the place I was born "good on ya!". It takes a lot to stand before your peers and slag a company that many hold dear to their hearts but someone has seriously dropped the ball on this one. I admire your ability to see this for what it is...a customer rep screw up that has fallen between the cracks of business.

I can definitely relate to your problems (though not with Wilton or Jantz). The single most important difference between the operational support of Canadian and American businesses has been that the Americans seem to want your business and that it's important to them. Most businesses in Canada are not of the same philosophy and are, for the most part, apathetic in their business approaches. I am somewhat surprised at your experience but it's good to know that even in 'Merica they screw up once in a while

I hope it is resolved soon.

Oh, yea...reduce your stress levels and design a new knife.

All the Best

Dileas Gu Brath

 

[L6steel]

I think you're mad at the wrong company! I am very suprised Jantz didn't send a new platen set up to you. I think it's their responsibility to take care of you. They can deal with Wilton themselves!

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Always think of your fellow knife makers as partners in the search for the perfect blade, not as people trying to compete with you and your work!http://www.nebsnow.com/L6steel
Buzzards gotta eat, same as worms!!!

 

[tom mayo]

well your first problem is not wilton, its your profession....but i will let you slide on that one

.....have you thought about buying an extra wheel???? you will always be able to use it later......i built a really nice slack belt attachment with a wide piece of 1/4" aluminum and two small wheels like you are waiting for.....cut the aluminum like a deep boomerang and put the wheels at the end a a post in the middle....works WAY better than turning the platen around...much more freeboard....so get two wheels...use one on the platen til the extra one comes, and then build a good slack belt attachement.. I use my slack belt attachment as much as i use my 10" wheel....i never use the platen (well thats not true, but seldom) and its ok if youre a shrink...really..adios, tom//upon further consideration....is the problem that you are waiting on wilton, or that you cant get a wheel anywhere??? cause i got some....i could loan you one.....let me know...tom

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http://www.mayoknives.com




[This message has been edited by tom mayo (edited 06-08-2000).]

 

[WinDancer]

I agree- you bought from Jantz, who should be doing everything they can to satisfy their customer. They took your money...

This tells me more about Jantz than anything else. Good Luck!

Dave Evans

 

[C L Wilkins]

In January, a very similar situation happened to me. I ordered a Hard Core grinder from Tru-Grit. It took a week and it finally arrived! But....it was damaged during shipping and had actually pulled the mounting bolts through the plywood it was mounted on inside the box. The grinder had flopped around inside the box. I called Tru-Grit and they were shipping another unit out and I should receive it the following week.
I took the day off from work and cleaned up the shop and made a place for the new centerpiece. The truck showed and up and low and behold, the box was upside down on the truck! I opened it and of course, it was damaged, just like the first one. I called Tru-Grit once again and we both were besides ourselves! We just couldn't believe it. Well, ANOTHER one was sent out and it arrived the following week (after MUCH gnawing of tongue and knashing of teeth with the !@#$! delivery company to deliver it that evening as they had promised the day before). So now, I am a happy camper and had forgotten about the sordid affair until you brought it up.
I don't believe that it was their fault whatsoever but Hard-Core and Tru-Grit are packaging the grinder differently for shipment now since this occured.
I must tip my hat to John at Tru-Grit for really going the extra mile and keeping the customer number one!!! He really pulled through. Many thanks to him and the other fine folks at Tru-Grit!

C Wilkins