Mike

After two months of emails Porter Cable responded today admitting the defects in quality of the 890 series router bases. To view the official response click here: http://www.routerforums.com/40327-post40.html

As they resolve the quality issues I will update this posting. The entire plunge base tooling has been scrapped and a new design from a new supplier is in process. New units should be available in the next two months. I have requested information on how to go about getting a repair or replacement and will also post that here when I receive it.

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Mike

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challagan

Ahhh... finally they admit it! Good info Mike!

Corey

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curiousgeorge

Good job Mike. I guess you just have to be a pit bull to get answers from some of these companies.

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George

If you can't fix it with a hammer, you've got an electrical problem...

Benny LaBaw

Mike san
ARIGATOU GOZAIMASU.

Dr.Zook

Mike, Benny is thanking you very much. (ARIGATOU GOZAIMASU)

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Dave
the "Doctor"

In woodworking there is no scrap, only firewood.

MikeZ

Thanks! I'm looking foward to information on getting a replacement plunge base. I bought my PC 894 kit just a month ago. Is there a specific phone number or email address I can use to open my own defect claim with them?

curiousgeorge

And the correct response is... douitashimashite (You are welcome)

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George

If you can't fix it with a hammer, you've got an electrical problem...

Mike

Here is the official stand of Porter Cable at this point in time. I do not approve and feel they should recall the defective units and make them right. Since not all the routers were effected by the quality problems a silent recall would be fair. A silent recall would allow for replacement parts to be exchanged at Porter Cables expense only on the defective units. Please download the PDF version of my emails with PC for reference when dealing with them. Please report back to us if you call with a claim on how you are treated and the results. If PC does not resolve these quality issues we may need to take group action to get results. It is only fair to give them the opportunity to do so before taking further action.

Subject
PC 894PK clear sub base plate

Discussion Thread
Response (Stacie) 03/06/2007 03:17 PM
Dear Mike,

We have no plans for a recall on this base. Porter-Cable reserves the right to update, improve or change our products at our discretion. We also reserve the right to assist customers who request assistance/preferred solutions via our hotline 1-800-223-7278. However, the voluntary action related to the router bases offered by Porter-Cable is the base improvement as described below.

Regards,
End User Services
Customer (Mike McGrath) 03/05/2007 05:15 PM
What steps are being taken to correct the deficient parts already in the marketplace? We have members who have purchased these units and expect them to work correctly. Will PC do a voluntary recall of the defective units or a silent recall? What is the process to get the problem units replaced or repaired? Rest assured that I will publish the information provided and hopefully be able to recommend this product in the future.
Response (Stacie) 03/03/2007 01:35 PM
Dear Mike,

Porter Cable has recently pulled their router bases from the supplier delivering sub standard quality and has moved them to another supplier whose components should start shipping on our products within the next two months. In fact, we have thrown the tooling for the plunge base in the trash and have redesigned and retooled a totally different product to address the quality issues with that item. Additionally, the screws on the sub base can be relaxed to reduce the flex on the sub base - in some cases, they are over-tightened to the point that the plastic actually puckers toward the base near the screw holes and away from the edges of the sub base (concave). The .025” could easily have been the resulting effect.

Regards,
End User Services
Customer (Mike McGrath) 02/23/2007 01:03 PM
After two weeks of no response I can clearly see that Porter Cable no longer cares about it's customers. I have taken the time to visit Rockler's Royal Oak store, Woodcrafts Sterling Heights store, Performance Line Tools Warren store and have found the defective plates on all of the display routers. This information has been shared with routerforums 11,000 plus members and is available for viewing by our 1,900,000 plus visitors. So now that almost 2 million router enthusiasts world wide are aware of the
sub base plate problems, do you want to have a reply published? I am giving you every chance to reply and correct the problem. My next step is to contact the U.S. Consumer Protection Agency and the television networks. I would much rather see Porter cable respond.
sincerely,
Mike McGrath
Senior Moderator, www.routerforums.com
Response (Stacie) 02/09/2007 02:47 PM
Dear Mike,

Your email has been forwarded to a Product Line Manager for review. We do appreciate your feedback.

Regards,
End User Services
Customer (Mike McGrath) 02/09/2007 10:31 AM
Dear Stacie, the router was not dropped. You have a serious quality control problem which needs to be addressed at once. I visited a new Lowe's store in Madison Heights Michigan and inspected a model 893PK which was fastened to a wire shelf. The plunge base had a gap of .025" between the base and sub base for almost 1/3 or the circumference. The fixed base had a slight rock to it. Almost 40% of the customer feedback on Amazon.com/tools is negative. Complaints range from the height adjusting rack
splitting in two, the screws for the rack shearing off flush to the case, base plate problems and in one case the motor smoking after only 1 hours use. The remaining 60% said they loved their routers. This tells me and the 11,000 plus members of routerforums.com that Porter Cable is not keeping it's high quality standards any more. I own a PC 7518, 693PK, origonal Rockwell router, Tiger saw, profile sander and palm sander. I highly recommend all of these to our members. I am in the market to purchase a
circular saw. Now I am having doubts as to which brand I should buy. Do you really want to check this email as solved and send it back to me with out taking any action? The quality control problem has been discussed on the forums and I am hoping to be able to report back that yes, Porter cable still stands behind their products 100% I am looking forward to your reply.
Response (Stacie) 02/07/2007 02:31 PM
Dear Mike,

I strongly suspect the sub-base is not the problem. That clear plastic has a tendency to conform to what ever it is bolted to. I would suspect the metal base has been dropped bending it out of shape. It needs to go to a service center to determine if it was indeed dropped or has a manufacturing defect.

Regards,

End User Services
Customer (Mike McGrath) 02/02/2007 08:59 AM
I am a moderator at www.routerforums.com and am writing on behalf of a member who lives in Japan. He purchased a 894PK while visiting the US. The clear base sub base plate on his router is out of tolerance. There is a .020" gap when it sits on a table, it actually rocks slightly. This can not be correct? Another member responded his sits flat(as it should.)
Is this sub base plate supposed to be flat? The purchaser has already received a replacement from B&D Japan and it has the same problem. Is this a defect? If so how can we get him a replacement?
Our 11,000+ members are waiting for an official reply on this obvious problem. I will be posting your answer on the web site so they all know PC stands behind their products and responds quickly when questions are submitted through the proper channels.

Thank you for your prompt attention to this matter.
Mike
Auto-Response 02/02/2007 08:59 AM
Title: Ordering Parts through Mail Order
Link: http://support.dewalt.com/cgi-bin/de...ted=1141388243

Title: Parts through Service Centers
Link: http://support.dewalt.com/cgi-bin/de...ted=1141387825

Title: International Sales and Service
Link: http://support.dewalt.com/cgi-bin/de...ted=1169824003

Title: Ordering Parts
Link: http://support.dewalt.com/cgi-bin/de...ted=1141389084

Title: Instructions for Viewing and Printing Manuals and Parts Diagrams Online
Link: http://support.dewalt.com/cgi-bin/de...ted=1146136038



Question Reference #070202-000081
Product Level 1: Routers
Category Level 1: Porter-Cable
Date Created: 02/02/2007 08:59 AM
Last Updated: 03/06/2007 03:17 PM
Status: Solved

Attached Files

PC 890 series defects.pdf (73.2 KB, 226 views)

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Mike

Joe Lyddon

Mike,

I just wanted to say that you're doing a great job of sticking to this!

At this point, to me, it seems like they're very content to wiggle out of this, screwing all of the cutomers that have bad products.

I think when you (we) take it to the Next Level, they will back down and send a new Plastic Base to anyone that wants one...

Would that cost an arm & a leg?
Would that be worth the very bad press, bad image, and loss of sales and customers in the long run?

When the Top Dog get's into it, they will do the right thing (I think)... and maybe some other heads will roll too... IMHO...

Keep up the good work!

Hamlin

Joe said it best. Keep up the excellent work Mike!!

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