Kreg Benchtop Table and a customer service story - Router Forums
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post #1 of 11 (permalink) Old 08-30-2016, 10:59 AM Thread Starter
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Default Kreg Benchtop Table and a customer service story

OK, I've read every review I could find on this table, and for several reasons it seemed like a good alternative for me at the moment.

I don't have much space, and I don't have a jointer, so the jointing function is a must for me. I like the convenient way you can set that up on the Kreg tables.

So, I've got the table up and running with a Bosch 1617 mounted. Everything seems pretty good, except when I notice that the jointed edges of a couple of 1x3 oak boards have a small gap between them when holding the edges together. Not a huge gap, about .004", but enough to give me pause, so I start looking for the problem.

Yes, the aluminum fence extrusion is not straight along its full length (about 24"). It's slightly convex, as you face it on the table, so a straight edge kind of rocks to and fro as you put pressure at either end of the straight edge. It looks to be about .010" out at either end, depending on which end of the straight edge you press on. Not good.

Also, when closely inspecting the laminated MDF fence faces, neither of them are what I would consider straight and flat. I think that's more a function of the lamination process, but I digress.

Emailed Kreg, and they responded quickly enough with a few questions and things for me to check. After that, the rep said he would send me a replacement. It arrived two days later,

Much to my surprise, they didn't send a replacement for the fence. They sent an entire new table, fence, stand, everything that comes when you buy a new one.

The fence with the new stand is just fine. Flat, straight and square to the table. The new fence faces are still not perfect, but better. I think I'll end up making those myself, out of something a bit more solid and stable, but that's maybe a subject for another thread.

Anyway, I'd heard stories about Kreg's excellent customer service, both here and elsewhere, and just wanted to add mine to the mix.
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post #2 of 11 (permalink) Old 08-30-2016, 11:20 AM
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Smart company. Taking care of customers with extraordinary service is one of the best things you can do in business. Really great story.

The more I do, the less I accomplish.
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post #3 of 11 (permalink) Old 08-30-2016, 03:13 PM
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So, is anyone keeping track of the Great Customer Service Vendors?

Bosch
Kreg
?
?

CS is a priority item, especially, when it is an expensive purchase!

Hi, sorry I missed you. I have gone to find myself, but if I return before I get back, please ask me to wait.

Nothing ever gets built on schedule or within budget.

Tool Storage Bait and Tackle, LLC.
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post #4 of 11 (permalink) Old 08-30-2016, 03:55 PM
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Sad that there has to be an issue to correct to begin with . Kinda concerns me

I don’t always insulate , but when I do .
Ok ,I never insulate
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post #5 of 11 (permalink) Old 08-30-2016, 05:04 PM Thread Starter
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Quote:
Originally Posted by RainMan 2.0 View Post
Sad that there has to be an issue to correct to begin with . Kinda concerns me
Concerns me, too. I'm not 100% thrilled with this table, other than the customer service.

I'm aware of the issue of the plastic insert sagging from the weight of the router, have already checked with Woodpeckers about their aluminum plate (it fits). I'm also not crazy about the plastic insert rings for the bit hole. No problems yet, but it just looks like something that won't last long.

The overall structural strength is there, though, so for me it's kind of a starting place. Plus, if the first one wears out, I've got a free replacement on hand for parts.

Last edited by Nickdeck; 08-30-2016 at 05:05 PM. Reason: Typo
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post #6 of 11 (permalink) Old 08-30-2016, 05:41 PM
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Add Laguna to the great service list. And Marc Sommerfeld is another. Both are exceptional.

The more I do, the less I accomplish.
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post #7 of 11 (permalink) Old 08-30-2016, 06:05 PM
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add Leigh Jigs and Travers Tool...

This would have been the week that I'd have finished chewing thru the restraints...
If only new layers hadn't been added....

Stick....
Forget the primal scream, just ROAR!!!
"SNORK Mountain Congressional Library and Taxidermy”
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post #8 of 11 (permalink) Old 09-01-2016, 10:42 PM
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Quote:
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Smart company. Taking care of customers with extraordinary service is one of the best things you can do in business. Really great story.
You are right Tom and it seems really simple. Wonder why all companies don't follow that formula for success.
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post #9 of 11 (permalink) Old 09-02-2016, 01:36 PM
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Lee Valley is also very high on my list. Several times I've had questions or problems and they have gone way beyond other companies in helping me. I buy more from them now because of this.

My CRB7 jig was a Christmas gift. When I called around to find the optional rod diameters that were supposed to be available for the jig, all gave me a run-around. When I contacted Lee Valley, they asked where I bought the jig and I told them that it had been a gift. Then they told me that they would find out if they could get these rods for me. A week later the rods showed up in my mailbox, Free, from Lee Valley. I would have gladly paid for them and I just wanted help to order them, but now I buy much more from Lee Valley than I used to.

Leigh Jigs is another great company that goes over the top in service, and their products work exactly like, and to the accuracy, that their sales literature says they will. I have called several times in the past 17 years with questions and slight problems with my FMT and D4R jigs, and each time they have provided super customer service help and replacement parts for me.

Sommerfeld Tools is another very great company to do business with. I have been very impressed with the quality of help that their CS team has provided to me, and will buy from them again without hesitation. Marc and I have met and chatted at several of the woodworking shows where he has been there doing demonstrations for his company.

Woodline has been good to me too. I received a router bit set and the wood box was smashed.
They had a replacement in my hands 2 days later. When I inquired about a product that had been in their catalog, but the newest catalog no longer had it listed, they sold me a couple of their remaining stock at a significantly discounted price "because the included batteries were likely dead". Both worked fine on arrival, but I replaced the batteries soon after. Wayne (the owner) and I now see each other and have friendly chats at the wood shows that I attend.

Charley

Central North Carolina

Last edited by CharleyL; 09-02-2016 at 01:53 PM.
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post #10 of 11 (permalink) Old 09-02-2016, 02:39 PM
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I have one of the older Kreg Jigs with the bronze bushings and one of my students dropped it and the bushing ended up with a chunk missing. I had the jig for 6 years at that point and called them to see if I could purchase new bushings and they sent me an entire new jig, no charge. They definitely made me a believer.
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