"Upscale" <[email protected]> wrote in message
news:t%[email protected]...
>
> "Leon" <[email protected]> wrote in message
>> I am going to start off with the fact that I like Lee Valley. I do
>> however agree that 2 weeks turn around is not good service especially
>> when the service to begin with, receiving a dinged tool, is a wash even
>> if you get the replacement next day. Good service is making sure your
>> customer does not have to call you back about a damaged part.
>
> Honestly, that's sounds a little screwy, especially for Lee Valley. A
> Starrett carbide scriber I bought almost a year ago from them, broke about
> 1/8" of the tip off. Contacting LV, they immediately sent me a replacement
> with instructions to send the defective one back in the same box with
> included postage paid return label attached.
>
> I'd suspect that the delay might well be attributed to our vaunted postal
> delivery system. Compared to what you guys have in the US with really fast
> delivery times, our Canadian system is mired some place back many decades.
> Yes, the order was regular delivery schedule, but the cost for overnight
> or rush type delivery is exorbitant under the Canadian postal service. One
> thing people can do with shipped orders from Lee Valley is get the
> tracking number from their online account info page and then track it
> through the post office.
I think our postal system is faster because it has less to deliver and the
same amount of people. Cheaper for over night because they are trained to
loose money.
On line tracking? LOL. That gets updated for the first time about 1 day
after you receive the package.
Lew Hodgett wrote:
> "PV" wrote:
>
>> Everyone seems to rant and bitch about the box stores and their
>> crappy service and then jump all over Lee Valley for their high
>> prices. Make up your minds folks, I don't mind Lee Valley prices
>> for the same reasons above, especially for the personalized service.
> -----------------------------------------
> There are those that woud bitch even if they got hung with a new rope.
>
> Lew
LOL...good one
--
PV
If you can't fix it with a hammer.......you have an electrical problem
"PV" wrote:
> Everyone seems to rant and bitch about the box stores and their
> crappy service and then jump all over Lee Valley for their high
> prices. Make up your minds folks, I don't mind Lee Valley prices
> for the same reasons above, especially for the personalized service.
-----------------------------------------
There are those that woud bitch even if they got hung with a new rope.
Lew
On 2011-03-19 04:29:57 -0400, Bill <[email protected]> said:
> I actually ran across a **wooden** router plane (up for action) the
> other day. Maybe I'll make one of those while I'm at it!
I've got several*, and I still bought the LeeValley. Of course, that
was just to get the catalogs.
*Fun, but let's get some work done, huh? OTOH, I've got a couple
moulding planes that are interesting profiles and a treat to work with.
As is an old coffin plane with a Sandusky Tool blade from the same
lot...
On 2011-03-21 14:35:25 -0400, Steve Turner <[email protected]> said:
> I thought Lee Valley used FedEx and not the postal service of either of
> our illustrious gubmints?
The sholder plane I ordered Sunday was shipped Monday UPS ground and
arrived today. Yes, it was pressed into IMMEDIATE service.
Not too bad for free shipping, huh?
"DGDevin" <[email protected]> wrote in message
news:[email protected]...
>
>
> "Leon" wrote in message
> news:[email protected]...
>
>
>> I am going to start off with the fact that I like Lee Valley. I do
>> however agree that 2 weeks turn around is not good service especially
>> when the service to begin with, receiving a dinged tool, is a wash even
>> if you get the replacement next day. Good service is making sure your
>> customer does not have to call you back about a damaged part.
>
> Way back when I worked for a company with a mail order division the policy
> was the replacement shipped when the returned item was received and found
> to be a legitimate return. Sad to say, but the company had learned the
> hard way that there are just enough unscrupulous customers who wouldn't
> return the supposedly defective item, or would return something that had
> clearly been damaged by their hand, that it was unwise to ship a
> replacement on trust. I recall other tricks, like returning an item
> actually purchased from another supplier, or removing a desired accessory
> and shipping back everything else, or in effect renting various tools to
> try them out and returning them on some feeble excuse (the same guy doing
> it over and over). It's the old story of the bad apples making it less
> pleasant for everyone else.
Well now days with most every thing charged on the credit card it is easy to
charge the customer again if they don't rreturn the defective part. That is
how most deal with insuring a legitimate claim.
On Mar 21, 5:33=A0am, "Upscale" <[email protected]> wrote:
> <[email protected]> wrote in message
> > It's inexcusable to leave money on the table a second longer than
> > necessary,
> > IMO. =A0The most successful mail-order businesses ship the same day. =
=A0I got
> > an
> > order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
> > mail)
> > of placing the online order.
>
> Again, you're talking about US postal and shipping service. It's really
> expensive to get anything close to US service in the
> Canadian market. In many ways, especially this one, we are not competitiv=
e.
> Add to that border delays and tax concerns and you begin to see the probl=
em.
Not that you were suggesting it, but FYI...Canada Post is not a
government owned corporation. As they own 90% of Purolator, which _is_
profitable, a lot of resources are focussed in that direction. A very
good friend of mine retired from his job at Canada Post a few years
ago. He was the Marketing Director. He made it clear that a lot of
work is being done to smooth the interface between USPS and CP. It is
of benefit to both countries that we can exchange goods as quickly as
possible.
Americans forget that Canada is the largest trading partner the USA
has... unless you look at the EU as a single entity.
Of course, if you throw the TSA in the mix..well all bets are off.
They have to fondle EVERY package...:-)
On Sun, 20 Mar 2011 13:43:03 -0400, tiredofspam <nospam.nospam.com> wrote:
>I just bought a LV low angle Jack Plane and 2 blades. I already had a
>jack, but I needed a high angle for some tough figure. The low angle
>Jack fit the bill, since I can easily change blades...
>One of them came in dinged. I didn't feel like sharpening the O2 that
>far in... the ding was extensive. So I sent it back for an exchange.
>Its 2 weeks already, so I sent an email yesterday and they said it
>shipped Thursday. Good service. No shipping cost for the replacement.
>That's good service. Most companies you pay the cost to ship it back.
>That sucks big time, since it is costing you to cover their mistake or
>lack of QC.
Two weeks doesn't sound all that impressive. Impressive is next, or even
two-day cross-shipment, at their expense. ...or perhaps let you keep the
damaged blade and ship another.
Warranty repairs on my laptops have been three-day turn around (ship Tuesday,
back Friday), paid by them. Two weeks? That sounds like they used a rebate
company. ;-)
>I will be ordering some things next week from LV... Good company, good
>service. But like others, you pick and choose what you are willing to
>pay for.
>
>On 3/20/2011 5:36 AM, Bill wrote:
>> Upscale wrote:
>>> "Bill"<[email protected]> wrote in message
>>>> It's interesting (to me at least) how they are offering a discount while
>>>> not "cheapening their brand". They want you to get accustomed to those
>>>> high prices! ; )
>>>
>>> Cheapening their brand could well cheapen their other outstanding
>>> product.
>>> That product is service. I'd estimate that out of all their products I've
>>> bought, I've returned 10-15% of their products for a full, unquestioned
>>> refund. Whether it's the product's unsuitablity or just my change of
>>> heart,
>>> I've never had any type of argument or hint of refusal to return
>>> something.
>>> Be it three weeks or three months, it's all the same. That type of
>>> customer
>>> service costs money and time, a type of service many other companies toss
>>> by the wayside. Id much rather pay the expense of that type of service
>>> and
>>> received immediate, unquestioned response than benefit from the
>>> occasional
>>> 'cheapening' of their brand.
>>>
>>
>> Not me. I buy my cars used from auto dealerships, and that mean "As-Is,
>> Where-Is", without even a warrantee of fitness for any purpose. I'd
>> rather buy products from Lee Valley or Lie Nielson on similar terms, and
>> avoid the costs associated with being an "expensive customer" to
>> service. Unfortunately, expensive customers (and I have known some)
>> raise the prices for everyone.
>>
>> Bill
On Sun, 20 Mar 2011 14:23:17 -0700, "DGDevin" <[email protected]> wrote:
>
>
>"Leon" wrote in message
>news:[email protected]...
>
>
>> I am going to start off with the fact that I like Lee Valley. I do
>> however agree that 2 weeks turn around is not good service especially when
>> the service to begin with, receiving a dinged tool, is a wash even if you
>> get the replacement next day. Good service is making sure your customer
>> does not have to call you back about a damaged part.
>
>Way back when I worked for a company with a mail order division the policy
>was the replacement shipped when the returned item was received and found to
>be a legitimate return. Sad to say, but the company had learned the hard
>way that there are just enough unscrupulous customers who wouldn't return
>the supposedly defective item, or would return something that had clearly
>been damaged by their hand, that it was unwise to ship a replacement on
>trust. I recall other tricks, like returning an item actually purchased
>from another supplier, or removing a desired accessory and shipping back
>everything else, or in effect renting various tools to try them out and
>returning them on some feeble excuse (the same guy doing it over and over).
>It's the old story of the bad apples making it less pleasant for everyone
>else.
It would be different if no one gave this sort of service. The fact is that
they do (that seem to make loads of money doing it at very competitive
prices). LV gets good money for "service" that others already give, standard.
If this thread is evidence, I don't see where paying for service is working.
On 20/03/2011 10:38 PM, Bill wrote:
> Steve Turner wrote:
>> On 3/20/2011 5:18 PM, DGDevin wrote:
>>>
>>>
>>> wrote in message news:[email protected]...
>>>
>>>> It's inexcusable to leave money on the table a second longer than
>>>> necessary,
>>>> IMO. The most successful mail-order businesses ship the same day. I
>>>> got an
>>>> order from McMaster-Carr within 48 hours (8:00PM Monday to
>>>> Wednesday's mail)
>>>> of placing the online order. Same for New-Egg and Amazon (my drill
>>>> press took
>>>> six days (Tuesday to Monday - the trucker called Friday afternoon to
>>>> arrange
>>>> delivery, Monday).
>>>
>>> Funny you should mention Newegg, I'd never order from them again.
>>
>> I use Tiger Direct for most all of my computer and electronics purchases
>> and they've been great; I've never had a single complaint with their
>> service.
>>
>
> I've heard at least 2 people complain about the products they sell. As
> if they might be selling "seconds" or something.
I've been dealing with Tiger Direct through the internet almost
exclusively for computer parts and equipment (I build custom computers
for others) for over six years and have never had a problem. In that
time I returned one mother-board that was 'duff' and had the replacement
in two days. Yes, they sell 'refurbished' equipment, as well as new. But
the refurbished equipment is identified as such and is heavily
discounted price wise.
Gil
"Ed Pawlowski" <[email protected]> wrote in message
news:[email protected]...
>
> "DGDevin" <[email protected]> wrote in message
> news:[email protected]...
>>
>>
>> "Leon" wrote in message
>> news:[email protected]...
>>
>>
>>> Well now days with most every thing charged on the credit card it is
>>> easy to charge the customer again if they don't rreturn the defective
>>> part. That is how most deal with insuring a legitimate claim.
>>
>> So the customer disputes the charge and his credit card company will side
>> with him unless the merchant can convince them the customer pulled a fast
>> one. Not only does the customer get his money back, the merchant pays a
>> service fee for the disputed charge if they can't show they're in the
>> right.
>>
>
> You cannot charge the customer's CC "after the fact" just because you
> happen to have his number. You can, however, take the CC info with the
> stipulation that it will be charged if the return merchandise is not
> received in X days. I've done that a few times for expedited service.
Most merchants will indicate that a new unit will be shipped out but unless
the defective unit is returned a charge will be made against his credit
card. Customer agrees or does not get the replacement. If it is legit,
there is no reason for the customer to disagree. Pretty common practice.
I just bought a LV low angle Jack Plane and 2 blades. I already had a
jack, but I needed a high angle for some tough figure. The low angle
Jack fit the bill, since I can easily change blades...
One of them came in dinged. I didn't feel like sharpening the O2 that
far in... the ding was extensive. So I sent it back for an exchange.
Its 2 weeks already, so I sent an email yesterday and they said it
shipped Thursday. Good service. No shipping cost for the replacement.
That's good service. Most companies you pay the cost to ship it back.
That sucks big time, since it is costing you to cover their mistake or
lack of QC.
I will be ordering some things next week from LV... Good company, good
service. But like others, you pick and choose what you are willing to
pay for.
On 3/20/2011 5:36 AM, Bill wrote:
> Upscale wrote:
>> "Bill"<[email protected]> wrote in message
>>> It's interesting (to me at least) how they are offering a discount while
>>> not "cheapening their brand". They want you to get accustomed to those
>>> high prices! ; )
>>
>> Cheapening their brand could well cheapen their other outstanding
>> product.
>> That product is service. I'd estimate that out of all their products I've
>> bought, I've returned 10-15% of their products for a full, unquestioned
>> refund. Whether it's the product's unsuitablity or just my change of
>> heart,
>> I've never had any type of argument or hint of refusal to return
>> something.
>> Be it three weeks or three months, it's all the same. That type of
>> customer
>> service costs money and time, a type of service many other companies toss
>> by the wayside. Id much rather pay the expense of that type of service
>> and
>> received immediate, unquestioned response than benefit from the
>> occasional
>> 'cheapening' of their brand.
>>
>
> Not me. I buy my cars used from auto dealerships, and that mean "As-Is,
> Where-Is", without even a warrantee of fitness for any purpose. I'd
> rather buy products from Lee Valley or Lie Nielson on similar terms, and
> avoid the costs associated with being an "expensive customer" to
> service. Unfortunately, expensive customers (and I have known some)
> raise the prices for everyone.
>
> Bill
"Steve Turner" <[email protected]> wrote in message
> I thought Lee Valley used FedEx and not the postal service of either of
> our illustrious gubmints?
It may depend on package size and/or value. In the end, whoever the carrier
is, they're initially operating in Canada and that means it's going
somewhere at a fraction of the speed that's enjoyed in the US.
I was ok with the turnaround time. I didn't call them to return it, I
just dropped it in the mail with their return slip.
I had it back 2 weeks 1 day. Not bad. If I had called it would be a
different story. I'm happy, they sent me a new blade, I am happy with
the quality of their merchandise and will use them again.
On 3/20/2011 1:43 PM, tiredofspam wrote:
> I just bought a LV low angle Jack Plane and 2 blades. I already had a
> jack, but I needed a high angle for some tough figure. The low angle
> Jack fit the bill, since I can easily change blades...
> One of them came in dinged. I didn't feel like sharpening the O2 that
> far in... the ding was extensive. So I sent it back for an exchange.
> Its 2 weeks already, so I sent an email yesterday and they said it
> shipped Thursday. Good service. No shipping cost for the replacement.
> That's good service. Most companies you pay the cost to ship it back.
> That sucks big time, since it is costing you to cover their mistake or
> lack of QC.
>
> I will be ordering some things next week from LV... Good company, good
> service. But like others, you pick and choose what you are willing to
> pay for.
>
> On 3/20/2011 5:36 AM, Bill wrote:
>> Upscale wrote:
>>> "Bill"<[email protected]> wrote in message
>>>> It's interesting (to me at least) how they are offering a discount
>>>> while
>>>> not "cheapening their brand". They want you to get accustomed to those
>>>> high prices! ; )
>>>
>>> Cheapening their brand could well cheapen their other outstanding
>>> product.
>>> That product is service. I'd estimate that out of all their products
>>> I've
>>> bought, I've returned 10-15% of their products for a full, unquestioned
>>> refund. Whether it's the product's unsuitablity or just my change of
>>> heart,
>>> I've never had any type of argument or hint of refusal to return
>>> something.
>>> Be it three weeks or three months, it's all the same. That type of
>>> customer
>>> service costs money and time, a type of service many other companies
>>> toss
>>> by the wayside. Id much rather pay the expense of that type of service
>>> and
>>> received immediate, unquestioned response than benefit from the
>>> occasional
>>> 'cheapening' of their brand.
>>>
>>
>> Not me. I buy my cars used from auto dealerships, and that mean "As-Is,
>> Where-Is", without even a warrantee of fitness for any purpose. I'd
>> rather buy products from Lee Valley or Lie Nielson on similar terms, and
>> avoid the costs associated with being an "expensive customer" to
>> service. Unfortunately, expensive customers (and I have known some)
>> raise the prices for everyone.
>>
>> Bill
wrote in message news:[email protected]...
> It's inexcusable to leave money on the table a second longer than
> necessary,
> IMO. The most successful mail-order businesses ship the same day. I got
> an
> order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
> mail)
> of placing the online order. Same for New-Egg and Amazon (my drill press
> took
> six days (Tuesday to Monday - the trucker called Friday afternoon to
> arrange
> delivery, Monday).
Funny you should mention Newegg, I'd never order from them again. I bought
a video card from them that was DOA, and when I called to get a return
authorization number they not only wanted me to pay return shipping but the
woman in "customer service" gave me a lecture on how they don't actually
have to take anything back, they could tell me to return it to the mfg. (the
mfg. had already told me to send it back to Newegg). So I asked to talk to
a supervisor and asked him if he wanted me to reverse the charge on my
credit card and wait for them to send a UPS call tag or was he going to
cover the return shipping without me doing a chargeback--he chose option
two. I wasn't asking for a refund in advance, just for them to pay the
shipping on a defective item. I can understand charging return shipping if
someone just changes their mind, but on a defective product? That was the
last time I ordered from them.
Upscale wrote:
> "Bill" <[email protected]> wrote in message
>> It's interesting (to me at least) how they are offering a discount
>> while not "cheapening their brand". They want you to get accustomed
>> to those high prices! ; )
>
> Cheapening their brand could well cheapen their other outstanding
> product. That product is service. I'd estimate that out of all their
> products I've bought, I've returned 10-15% of their products for a
> full, unquestioned refund. Whether it's the product's unsuitablity or
> just my change of heart, I've never had any type of argument or hint
> of refusal to return something. Be it three weeks or three months,
> it's all the same. That type of customer service costs money and
> time, a type of service many other companies toss by the wayside. Id
> much rather pay the expense of that type of service and received
> immediate, unquestioned response than benefit from the occasional
> 'cheapening' of their brand.
Everyone seems to rant and bitch about the box stores and their crappy
service and then jump all over Lee Valley for their high prices. Make up
your minds folks, I don't mind Lee Valley prices for the same reasons above,
especially for the personalized service.
--
PV
If you can't fix it with a hammer.......you have an electrical problem
In article <[email protected]>,
[email protected] says...
>
> <[email protected]> wrote
> >
> > The most successful mail-order businesses ship the same day. I got an
> > order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
> > mail)
> > of placing the online order.
>
> That would be an exception for me. McMaster delivery is next day if I have
> the order in by 5. The rare exception is if the item has to ship from
> another location. Our shipments come out of Chelmsford, MA.
Same here. Even weekends--I've ordered stuff on Sunday and had it on my
doorstep Monday morning.
"DGDevin" <[email protected]> wrote in message
news:[email protected]...
>
>
> "Leon" wrote in message
> news:[email protected]...
>
>
>>> So the customer disputes the charge and his credit card company will
>>> side with him unless the merchant can convince them the customer pulled
>>> a fast one. Not only does the customer get his money back, the merchant
>>> pays a service fee for the disputed charge if they can't show they're in
>>> the right.
>
>
>> That is not an absolute, the merchant has equal chance of winning the
>> dispute. Been there, done that, both winning and loosing a dispute.
>
> In my experience the merchant needs backup (like UPS tracking) while the
> customer usually gets by on his say-so. I've had bank employees tell me
> they believe my story, they just can't accept it without evidence.
It is not unusual for a company to have a good solid reason for contesting a
charge protest or claim. Never ever have I had a situation where my word
over the telephone was enough. I have always had to additionally fill out a
claim form with all details and wait for an investigation for a "permanent"
credit. Typically I get an immediate and conditional reversal of charges
however that is not an absolute guarantee of a permanent reversal.
"DGDevin" <[email protected]> wrote in message
news:[email protected]...
>
>
> "Leon" wrote in message
> news:[email protected]...
>
>
>> Well now days with most every thing charged on the credit card it is easy
>> to charge the customer again if they don't rreturn the defective part.
>> That is how most deal with insuring a legitimate claim.
>
> So the customer disputes the charge and his credit card company will side
> with him unless the merchant can convince them the customer pulled a fast
> one. Not only does the customer get his money back, the merchant pays a
> service fee for the disputed charge if they can't show they're in the
> right.
>
You cannot charge the customer's CC "after the fact" just because you happen
to have his number. You can, however, take the CC info with the stipulation
that it will be charged if the return merchandise is not received in X days.
I've done that a few times for expedited service.
"Leon" wrote in message
news:[email protected]...
> Well now days with most every thing charged on the credit card it is easy
> to charge the customer again if they don't rreturn the defective part.
> That is how most deal with insuring a legitimate claim.
So the customer disputes the charge and his credit card company will side
with him unless the merchant can convince them the customer pulled a fast
one. Not only does the customer get his money back, the merchant pays a
service fee for the disputed charge if they can't show they're in the right.
"Leon" wrote in message
news:[email protected]...
>> If you spend $40 or more.
So that's a carpenter's pencil, one of those tweezers for removing
splinters, and a reprint of an 1895 book of Canadian lumberjack songs (in
French).
I like Lee Valley a lot, but their prices sometimes sting a bit.
On Mon, 21 Mar 2011 13:35:25 -0500, Steve Turner <[email protected]>
wrote:
>On 03/21/2011 06:24 AM, Leon wrote:
>> "Upscale"<[email protected]> wrote in message
>> news:t%[email protected]...
>>>
>>> "Leon"<[email protected]> wrote in message
>>>> I am going to start off with the fact that I like Lee Valley. I do
>>>> however agree that 2 weeks turn around is not good service especially
>>>> when the service to begin with, receiving a dinged tool, is a wash even
>>>> if you get the replacement next day. Good service is making sure your
>>>> customer does not have to call you back about a damaged part.
>>>
>>> Honestly, that's sounds a little screwy, especially for Lee Valley. A
>>> Starrett carbide scriber I bought almost a year ago from them, broke about
>>> 1/8" of the tip off. Contacting LV, they immediately sent me a replacement
>>> with instructions to send the defective one back in the same box with
>>> included postage paid return label attached.
>>>
>>> I'd suspect that the delay might well be attributed to our vaunted postal
>>> delivery system. Compared to what you guys have in the US with really fast
>>> delivery times, our Canadian system is mired some place back many decades.
>>> Yes, the order was regular delivery schedule, but the cost for overnight
>>> or rush type delivery is exorbitant under the Canadian postal service. One
>>> thing people can do with shipped orders from Lee Valley is get the
>>> tracking number from their online account info page and then track it
>>> through the post office.
>>
>> I think our postal system is faster because it has less to deliver and the
>> same amount of people. Cheaper for over night because they are trained to
>> loose money.
>> On line tracking? LOL. That gets updated for the first time about 1 day
>> after you receive the package.
>
>I thought Lee Valley used FedEx and not the postal service of either of our illustrious
>gubmints?
Half of the FedEx stuff is delivered by the USPS, here.
On Mon, 21 Mar 2011 06:07:07 -0700 (PDT), Robatoy <[email protected]>
wrote:
>On Mar 21, 5:33 am, "Upscale" <[email protected]> wrote:
>> <[email protected]> wrote in message
>> > It's inexcusable to leave money on the table a second longer than
>> > necessary,
>> > IMO. The most successful mail-order businesses ship the same day. I got
>> > an
>> > order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
>> > mail)
>> > of placing the online order.
>>
>> Again, you're talking about US postal and shipping service. It's really
>> expensive to get anything close to US service in the
>> Canadian market. In many ways, especially this one, we are not competitive.
>> Add to that border delays and tax concerns and you begin to see the problem.
>
>Not that you were suggesting it, but FYI...Canada Post is not a
>government owned corporation. As they own 90% of Purolator, which _is_
>profitable, a lot of resources are focussed in that direction. A very
>good friend of mine retired from his job at Canada Post a few years
>ago. He was the Marketing Director. He made it clear that a lot of
>work is being done to smooth the interface between USPS and CP. It is
>of benefit to both countries that we can exchange goods as quickly as
>possible.
That interface has been pretty seamless, IME, at least in this direction. I've
ordered a number of things from eBay-ers on that side of the borDER without
problems.
>Americans forget that Canada is the largest trading partner the USA
>has... unless you look at the EU as a single entity.
I helped. I have rather hefty investment in JessEm stuff. ;-)
>Of course, if you throw the TSA in the mix..well all bets are off.
>They have to fondle EVERY package...:-)
Um, did they fondle your package? Was it as good for you as it was for them?
<[email protected]> wrote in message
> It's inexcusable to leave money on the table a second longer than
> necessary,
> IMO. The most successful mail-order businesses ship the same day. I got
> an
> order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
> mail)
> of placing the online order.
Again, you're talking about US postal and shipping service. It's really
expensive to get anything close to US service in the
Canadian market. In many ways, especially this one, we are not competitive.
Add to that border delays and tax concerns and you begin to see the problem.
"PV" wrote in message news:[email protected]...
> Everyone seems to rant and bitch about the box stores and their crappy
> service and then jump all over Lee Valley for their high prices. Make up
> your minds folks, I don't mind Lee Valley prices for the same reasons
> above, especially for the personalized service.
All I said was their prices sting a bit, but I've been shopping there for
years so apparently I can bear the pain. I finally bit the bullet and threw
out my old LV catalogs--didn't want to, but they were taking up too much
shelf space.
Where I draw the line is on items like books which I can find elsewhere for
significantly less. I understand that a Veritas tool that took time and
money to develop and is superior to many other brands is going to cost more.
I just don't see any need to pay twenty bucks for a fifteen dollar book as
that kills the free shipping pretty fast.
On 3/21/2011 1:35 PM, Steve Turner wrote:
> On 03/21/2011 06:24 AM, Leon wrote:
>> "Upscale"<[email protected]> wrote in message
>> news:t%[email protected]...
>>>
>>> "Leon"<[email protected]> wrote in message
>>>> I am going to start off with the fact that I like Lee Valley. I do
>>>> however agree that 2 weeks turn around is not good service especially
>>>> when the service to begin with, receiving a dinged tool, is a wash even
>>>> if you get the replacement next day. Good service is making sure your
>>>> customer does not have to call you back about a damaged part.
>>>
>>> Honestly, that's sounds a little screwy, especially for Lee Valley. A
>>> Starrett carbide scriber I bought almost a year ago from them, broke
>>> about
>>> 1/8" of the tip off. Contacting LV, they immediately sent me a
>>> replacement
>>> with instructions to send the defective one back in the same box with
>>> included postage paid return label attached.
>>>
>>> I'd suspect that the delay might well be attributed to our vaunted
>>> postal
>>> delivery system. Compared to what you guys have in the US with really
>>> fast
>>> delivery times, our Canadian system is mired some place back many
>>> decades.
>>> Yes, the order was regular delivery schedule, but the cost for overnight
>>> or rush type delivery is exorbitant under the Canadian postal
>>> service. One
>>> thing people can do with shipped orders from Lee Valley is get the
>>> tracking number from their online account info page and then track it
>>> through the post office.
>>
>> I think our postal system is faster because it has less to deliver and
>> the
>> same amount of people. Cheaper for over night because they are trained to
>> loose money.
>> On line tracking? LOL. That gets updated for the first time about 1 day
>> after you receive the package.
>
> I thought Lee Valley used FedEx and not the postal service of either of
> our illustrious gubmints?
>
They are now using UPS here in the states, must have got a better deal.
I have had no problems with any of there shipments. 2-3 days from NY
to Wis.
"Jim in Milwaukee" <[email protected]> wrote in message
> They are now using UPS here in the states, must have got a better deal. I
> have had no problems with any of their shipments. 2-3 days from NY to Wis.
UPS eh? We have UPS too. United Polar Express. Our polar bears are the
fasted delivering bears around except when they stop to dine on a seal that
gets too close. The only downside is when the bears get to a customer's
front door to deliver their packages. For some reason, people won't open
their doors to sign for their deliveries. Well, that's not quite correct.
One person did open their door and then he disappeared. Authorities searched
far and wide with no resolution to the sudden disappearance. Only noticeable
thing that was different at the time was that the delivering polars bears
had a lot of gas and were burping frequently.
:)
"DGDevin" <[email protected]> wrote in message
news:[email protected]...
>
>
> "Leon" wrote in message
> news:[email protected]...
>
>
>> Well now days with most every thing charged on the credit card it is easy
>> to charge the customer again if they don't rreturn the defective part.
>> That is how most deal with insuring a legitimate claim.
>
> So the customer disputes the charge and his credit card company will side
> with him unless the merchant can convince them the customer pulled a fast
> one. Not only does the customer get his money back, the merchant pays a
> service fee for the disputed charge if they can't show they're in the
> right.
>
That is not an absolute, the merchant has equal chance of winning the
dispute. Been there, done that, both winning and loosing a dispute.
On Sun, 20 Mar 2011 14:12:12 -0700, "DGDevin" <[email protected]> wrote:
>
>
>wrote in message news:[email protected]...
>
>> Two weeks doesn't sound all that impressive.
>
>If I have a complaint with Lee Valley's service is it sluggish shipping.
>Most mail order companies seem to be able to get the box on the truck within
>a day, but even when everything is supposedly in stock LV seems to take at
>least several days, sometimes longer. That isn't a life-and-death issue,
>but who wants to wait for a shipment of shiny new tools any longer than
>necessary?
It's inexcusable to leave money on the table a second longer than necessary,
IMO. The most successful mail-order businesses ship the same day. I got an
order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's mail)
of placing the online order. Same for New-Egg and Amazon (my drill press took
six days (Tuesday to Monday - the trucker called Friday afternoon to arrange
delivery, Monday).
On Mar 18, 6:05=A0pm, Rich <[email protected]> wrote:
> March 18, 2011 to March 28, 2011
That's decidedly on-topic in my book.
JP
"Leon" wrote in message
news:[email protected]...
> I am going to start off with the fact that I like Lee Valley. I do
> however agree that 2 weeks turn around is not good service especially when
> the service to begin with, receiving a dinged tool, is a wash even if you
> get the replacement next day. Good service is making sure your customer
> does not have to call you back about a damaged part.
Way back when I worked for a company with a mail order division the policy
was the replacement shipped when the returned item was received and found to
be a legitimate return. Sad to say, but the company had learned the hard
way that there are just enough unscrupulous customers who wouldn't return
the supposedly defective item, or would return something that had clearly
been damaged by their hand, that it was unwise to ship a replacement on
trust. I recall other tricks, like returning an item actually purchased
from another supplier, or removing a desired accessory and shipping back
everything else, or in effect renting various tools to try them out and
returning them on some feeble excuse (the same guy doing it over and over).
It's the old story of the bad apples making it less pleasant for everyone
else.
"Bill" <[email protected]> wrote in message
> It's interesting (to me at least) how they are offering a discount while
> not "cheapening their brand". They want you to get accustomed to those
> high prices! ; )
Cheapening their brand could well cheapen their other outstanding product.
That product is service. I'd estimate that out of all their products I've
bought, I've returned 10-15% of their products for a full, unquestioned
refund. Whether it's the product's unsuitablity or just my change of heart,
I've never had any type of argument or hint of refusal to return something.
Be it three weeks or three months, it's all the same. That type of customer
service costs money and time, a type of service many other companies toss
by the wayside. Id much rather pay the expense of that type of service and
received immediate, unquestioned response than benefit from the occasional
'cheapening' of their brand.
On 3/18/11 6:12 PM, Jay Pique wrote:
> On Mar 18, 6:05 pm, Rich<[email protected]> wrote:
>> March 18, 2011 to March 28, 2011
>
> That's decidedly on-topic in my book.
> JP
Yeah, I just don't get that.
--
-MIKE-
"Playing is not something I do at night, it's my function in life"
--Elvin Jones (1927-2004)
--
http://mikedrums.com
[email protected]
---remove "DOT" ^^^^ to reply
DGDevin wrote:
>
>
> "Leon" wrote in message
> news:[email protected]...
>
>
>>> If you spend $40 or more.
>
> So that's a carpenter's pencil, one of those tweezers for removing
> splinters, and a reprint of an 1895 book of Canadian lumberjack songs
> (in French).
>
> I like Lee Valley a lot, but their prices sometimes sting a bit.
It's interesting (to me at least) how they are offering a discount while
not "cheapening their brand". They want you to get accustomed to those
high prices! ; )
Brother, can you spare a dime--oops, I mean enough for a shoulder
plane... I think I'll need 35 rolls of dimes. You'll probably be
reading articles about the planes I've made in ww mags before that
happens! : ) I actually ran across a **wooden** router plane (up for
action) the other day. Maybe I'll make one of those while I'm at it!
Too much fun!
Bill
On 3/19/11 12:03 PM, PV wrote:
> Upscale wrote:
>> "Bill"<[email protected]> wrote in message
>>> It's interesting (to me at least) how they are offering a discount
>>> while not "cheapening their brand". They want you to get accustomed
>>> to those high prices! ; )
>>
>> Cheapening their brand could well cheapen their other outstanding
>> product. That product is service. I'd estimate that out of all their
>> products I've bought, I've returned 10-15% of their products for a
>> full, unquestioned refund. Whether it's the product's unsuitablity or
>> just my change of heart, I've never had any type of argument or hint
>> of refusal to return something. Be it three weeks or three months,
>> it's all the same. That type of customer service costs money and
>> time, a type of service many other companies toss by the wayside. Id
>> much rather pay the expense of that type of service and received
>> immediate, unquestioned response than benefit from the occasional
>> 'cheapening' of their brand.
>
> Everyone seems to rant and bitch about the box stores and their crappy
> service and then jump all over Lee Valley for their high prices. Make up
> your minds folks, I don't mind Lee Valley prices for the same reasons above,
> especially for the personalized service.
>
Especially handy location helps too :-)
--
Froz...
The system will be down for 10 days for preventive maintenance.
On 3/19/11 1:59 AM, Upscale wrote:
> "Leon"<[email protected]> wrote in message
>> If you spend $40 or more.
>
> It's pretty tough to spend that much money at Lee Valley. I mean, all their
> products are so cheap, one would have to buy fifteen to twenty tools to meet
> their criteria.
>
Nice.
--
-MIKE-
"Playing is not something I do at night, it's my function in life"
--Elvin Jones (1927-2004)
--
http://mikedrums.com
[email protected]
---remove "DOT" ^^^^ to reply
On 3/19/11 2:21 AM, DGDevin wrote:
> ....and a reprint of an 1895 book of Canadian lumberjack songs
> (in French).
>
<SPEW!!>
--
-MIKE-
"Playing is not something I do at night, it's my function in life"
--Elvin Jones (1927-2004)
--
http://mikedrums.com
[email protected]
---remove "DOT" ^^^^ to reply
PV wrote:
> Upscale wrote:
>> "Bill"<[email protected]> wrote in message
>>> It's interesting (to me at least) how they are offering a discount
>>> while not "cheapening their brand". They want you to get accustomed
>>> to those high prices! ; )
>>
>> Cheapening their brand could well cheapen their other outstanding
>> product. That product is service. I'd estimate that out of all their
>> products I've bought, I've returned 10-15% of their products for a
>> full, unquestioned refund. Whether it's the product's unsuitablity or
>> just my change of heart, I've never had any type of argument or hint
>> of refusal to return something. Be it three weeks or three months,
>> it's all the same. That type of customer service costs money and
>> time, a type of service many other companies toss by the wayside. Id
>> much rather pay the expense of that type of service and received
>> immediate, unquestioned response than benefit from the occasional
>> 'cheapening' of their brand.
>
> Everyone seems to rant and bitch about the box stores and their crappy
> service and then jump all over Lee Valley for their high prices. Make up
> your minds folks, I don't mind Lee Valley prices for the same reasons above,
> especially for the personalized service.
>
FWIW, I wasn't making a political statement as much as I was sharing an
observation about their marketing strategy (I don't think of them as a
non-profit). A business person would probably say they don't want to
"cheapen their brand". I don't feel a moral obligation to help them
maintain their prices--it's not like they are in business to do me a
favor. At this point, I have to stretch my arms a great deal to reach
their supply curve. The "market" will help decide their prices and
everyone here is part of that market.
BTW, this is not a Lee Valley thing for me. I try to be aware of the
ways that all companies, with the potential to hit my pocketbook,
advertise to me. A more sophisticated version of the game involves
getting investment advise from CNBC. If you listen to what they say,
you have to think about their possible motives for having said it. If
you listen too attentively you will get burned! Caveat emptor! : )
Lee Valley--"buy, buy, buy!" (are they even listed?)
Bill
Upscale wrote:
> "Bill"<[email protected]> wrote in message
>> It's interesting (to me at least) how they are offering a discount while
>> not "cheapening their brand". They want you to get accustomed to those
>> high prices! ; )
>
> Cheapening their brand could well cheapen their other outstanding product.
> That product is service. I'd estimate that out of all their products I've
> bought, I've returned 10-15% of their products for a full, unquestioned
> refund. Whether it's the product's unsuitablity or just my change of heart,
> I've never had any type of argument or hint of refusal to return something.
> Be it three weeks or three months, it's all the same. That type of customer
> service costs money and time, a type of service many other companies toss
> by the wayside. Id much rather pay the expense of that type of service and
> received immediate, unquestioned response than benefit from the occasional
> 'cheapening' of their brand.
>
Not me. I buy my cars used from auto dealerships, and that mean "As-Is,
Where-Is", without even a warrantee of fitness for any purpose. I'd
rather buy products from Lee Valley or Lie Nielson on similar terms, and
avoid the costs associated with being an "expensive customer" to
service. Unfortunately, expensive customers (and I have known some)
raise the prices for everyone.
Bill
DGDevin wrote:
>
>
> wrote in message news:[email protected]...
>
>> It's inexcusable to leave money on the table a second longer than
>> necessary,
>> IMO. The most successful mail-order businesses ship the same day. I
>> got an
>> order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
>> mail)
>> of placing the online order. Same for New-Egg and Amazon (my drill
>> press took
>> six days (Tuesday to Monday - the trucker called Friday afternoon to
>> arrange
>> delivery, Monday).
>
> Funny you should mention Newegg, I'd never order from them again. I
> bought a video card from them that was DOA, and when I called to get a
> return authorization number they not only wanted me to pay return
> shipping but the woman in "customer service" gave me a lecture on how
> they don't actually have to take anything back, they could tell me to
> return it to the mfg. (the mfg. had already told me to send it back to
> Newegg). So I asked to talk to a supervisor and asked him if he wanted
> me to reverse the charge on my credit card and wait for them to send a
> UPS call tag or was he going to cover the return shipping without me
> doing a chargeback--he chose option two. I wasn't asking for a refund in
> advance, just for them to pay the shipping on a defective item. I can
> understand charging return shipping if someone just changes their mind,
> but on a defective product? That was the last time I ordered from them.
http://www.newegg.com/HelpInfo/ReturnPolicy.aspx
Here is an excerpt that may be applicable:
Newegg.com does not offer any express warranties. However, many of the
products available through Newegg.com are covered by Manufacturers'
Warranties. If a product is covered by a manufacturer's warranty, it
will be stated on that product's web page. Manufacturers' warranty
details are typically available at the manufacturer's website; click
Contact Manufacturers to see a list of the manufacturers whose items we
carry. Detailed manufacturer warranty information can also be obtained
for free by contacting our Customer Service department. Please note that
products in this category are non-refundable unless otherwise indicated.
Products that state "This item can be returned to the product
manufacturer only" must be returned directly to the product manufacturer
for repair or replacement, unless otherwise required by law. For these
items, the warranty policy provided by the product manufacturer
explicitly requires that any returns, repairs etc. be requested and
processed directly by the consumer (or "end-user") of the item.
----
It sounds like you got what you wanted, and it doesn't sound like Newegg
was directly to blame. While I understand your frustration, I wouldn't
"write them off" too fast. In my (limited) experience, CPO Outlets is
much better at creating frustration! ; )
Bill
In article <[email protected]>, "[email protected]" <[email protected]> wrote:
>It's inexcusable to leave money on the table a second longer than necessary,
>IMO. The most successful mail-order businesses ship the same day. I got an
>order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's mail)
>of placing the online order.
I'll go one better than that: I once ordered some metalworking tools and
supplies from MSC, online, at about 10:30 PM, for standard ground shipping.
The box was sitting on my doorstep at 4 the next afternoon.
Of course, it helps that I'm in Indianapolis, and they're shipping from a
warehouse in Elkhart IN (about 120 miles north of Indy), but still, I think
that's pretty impressive. They're usually not quite that fast, but I don't
recall *ever* waiting beyond the second calendar day after placing the order.
www.mscdirect.com -- no connection except as a very satisfied customer.
Bill wrote:
> DGDevin wrote:
>>
>>
>> wrote in message news:[email protected]...
>>
>>> It's inexcusable to leave money on the table a second longer than
>>> necessary,
>>> IMO. The most successful mail-order businesses ship the same day. I
>>> got an
>>> order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
>>> mail)
>>> of placing the online order. Same for New-Egg and Amazon (my drill
>>> press took
>>> six days (Tuesday to Monday - the trucker called Friday afternoon to
>>> arrange
>>> delivery, Monday).
>>
>> Funny you should mention Newegg, I'd never order from them again. I
>> bought a video card from them that was DOA, and when I called to get a
>> return authorization number they not only wanted me to pay return
>> shipping but the woman in "customer service" gave me a lecture on how
>> they don't actually have to take anything back, they could tell me to
>> return it to the mfg. (the mfg. had already told me to send it back to
>> Newegg). So I asked to talk to a supervisor and asked him if he wanted
>> me to reverse the charge on my credit card and wait for them to send a
>> UPS call tag or was he going to cover the return shipping without me
>> doing a chargeback--he chose option two. I wasn't asking for a refund in
>> advance, just for them to pay the shipping on a defective item. I can
>> understand charging return shipping if someone just changes their mind,
>> but on a defective product? That was the last time I ordered from them.
>
>
> http://www.newegg.com/HelpInfo/ReturnPolicy.aspx
>
> Here is an excerpt that may be applicable:
>
> Newegg.com does not offer any express warranties. However, many of the
> products available through Newegg.com are covered by Manufacturers'
> Warranties. If a product is covered by a manufacturer's warranty, it
> will be stated on that product's web page. Manufacturers' warranty
> details are typically available at the manufacturer's website; click
> Contact Manufacturers to see a list of the manufacturers whose items we
> carry. Detailed manufacturer warranty information can also be obtained
> for free by contacting our Customer Service department. Please note that
> products in this category are non-refundable unless otherwise indicated.
>
> Products that state "This item can be returned to the product
> manufacturer only" must be returned directly to the product manufacturer
> for repair or replacement, unless otherwise required by law. For these
> items, the warranty policy provided by the product manufacturer
> explicitly requires that any returns, repairs etc. be requested and
> processed directly by the consumer (or "end-user") of the item.
> ----
>
> It sounds like you got what you wanted, and it doesn't sound like Newegg
> was directly to blame. While I understand your frustration, I wouldn't
> "write them off" too fast. In my (limited) experience, CPO Outlets is
> much better at creating frustration! ; )
>
> Bill
Tried them (Newegg.com) a few times and have no complaints. But living in
California and using them I have to pay taxes or weird Landfill fees for
items that have dangerous or what California thinks is dangerous substances
made to use the product. I'd feel better if they gave you a coupon and when
taken to a recycling electronic center you could redeem it for your cash
back. But no California would rather collect a fee and have you dump the
suspect item in a landfill. I now buy all my electronics at Tigerdirect.com
and not charged ridiculous fees!!!!!
--
"You can lead them to LINUX
but you can't make them THINK"
Man. 2010.1 Spring
KDE4.4
2.6.33.5-desktop-2mnb
On 3/20/2011 5:18 PM, DGDevin wrote:
>
>
> wrote in message news:[email protected]...
>
>> It's inexcusable to leave money on the table a second longer than necessary,
>> IMO. The most successful mail-order businesses ship the same day. I got an
>> order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's mail)
>> of placing the online order. Same for New-Egg and Amazon (my drill press took
>> six days (Tuesday to Monday - the trucker called Friday afternoon to arrange
>> delivery, Monday).
>
> Funny you should mention Newegg, I'd never order from them again.
I use Tiger Direct for most all of my computer and electronics purchases and
they've been great; I've never had a single complaint with their service.
--
See Nad. See Nad go. Go Nad!
To reply, eat the taco.
http://www.flickr.com/photos/bbqboyee/
On 3/20/2011 4:12 PM, DGDevin wrote:
>
>
> wrote in message news:[email protected]...
>
>> Two weeks doesn't sound all that impressive.
>
> If I have a complaint with Lee Valley's service is it sluggish shipping. Most
> mail order companies seem to be able to get the box on the truck within a day,
> but even when everything is supposedly in stock LV seems to take at least
> several days, sometimes longer. That isn't a life-and-death issue, but who
> wants to wait for a shipment of shiny new tools any longer than necessary?
Agreed. They're never in any hurry to get the order out the door, and on more
than one occasion I've gone to a different vendor for that very reason.
--
See Nad. See Nad go. Go Nad!
To reply, eat the taco.
http://www.flickr.com/photos/bbqboyee/
Steve Turner wrote:
> On 3/20/2011 5:18 PM, DGDevin wrote:
>>
>>
>> wrote in message news:[email protected]...
>>
>>> It's inexcusable to leave money on the table a second longer than
>>> necessary,
>>> IMO. The most successful mail-order businesses ship the same day. I
>>> got an
>>> order from McMaster-Carr within 48 hours (8:00PM Monday to
>>> Wednesday's mail)
>>> of placing the online order. Same for New-Egg and Amazon (my drill
>>> press took
>>> six days (Tuesday to Monday - the trucker called Friday afternoon to
>>> arrange
>>> delivery, Monday).
>>
>> Funny you should mention Newegg, I'd never order from them again.
>
> I use Tiger Direct for most all of my computer and electronics purchases
> and they've been great; I've never had a single complaint with their
> service.
>
I've heard at least 2 people complain about the products they sell. As
if they might be selling "seconds" or something.
On 03/21/2011 06:24 AM, Leon wrote:
> "Upscale"<[email protected]> wrote in message
> news:t%[email protected]...
>>
>> "Leon"<[email protected]> wrote in message
>>> I am going to start off with the fact that I like Lee Valley. I do
>>> however agree that 2 weeks turn around is not good service especially
>>> when the service to begin with, receiving a dinged tool, is a wash even
>>> if you get the replacement next day. Good service is making sure your
>>> customer does not have to call you back about a damaged part.
>>
>> Honestly, that's sounds a little screwy, especially for Lee Valley. A
>> Starrett carbide scriber I bought almost a year ago from them, broke about
>> 1/8" of the tip off. Contacting LV, they immediately sent me a replacement
>> with instructions to send the defective one back in the same box with
>> included postage paid return label attached.
>>
>> I'd suspect that the delay might well be attributed to our vaunted postal
>> delivery system. Compared to what you guys have in the US with really fast
>> delivery times, our Canadian system is mired some place back many decades.
>> Yes, the order was regular delivery schedule, but the cost for overnight
>> or rush type delivery is exorbitant under the Canadian postal service. One
>> thing people can do with shipped orders from Lee Valley is get the
>> tracking number from their online account info page and then track it
>> through the post office.
>
> I think our postal system is faster because it has less to deliver and the
> same amount of people. Cheaper for over night because they are trained to
> loose money.
> On line tracking? LOL. That gets updated for the first time about 1 day
> after you receive the package.
I thought Lee Valley used FedEx and not the postal service of either of our illustrious
gubmints?
--
See Nad. See Nad go. Go Nad!
To reply, eat the taco.
http://www.flickr.com/photos/bbqboyee/
Steve wrote:
> On 2011-03-21 14:35:25 -0400, Steve Turner <[email protected]> said:
>
>> I thought Lee Valley used FedEx and not the postal service of either of
>> our illustrious gubmints?
>
> The sholder plane I ordered Sunday was shipped Monday UPS ground and
> arrived today. Yes, it was pressed into IMMEDIATE service.
>
> Not too bad for free shipping, huh?
Well glad that free shipping tip came in handy.
--
"You can lead them to LINUX
but you can't make them THINK"
"Leon" wrote in message
news:[email protected]...
>> So the customer disputes the charge and his credit card company will side
>> with him unless the merchant can convince them the customer pulled a fast
>> one. Not only does the customer get his money back, the merchant pays a
>> service fee for the disputed charge if they can't show they're in the
>> right.
> That is not an absolute, the merchant has equal chance of winning the
> dispute. Been there, done that, both winning and loosing a dispute.
In my experience the merchant needs backup (like UPS tracking) while the
customer usually gets by on his say-so. I've had bank employees tell me
they believe my story, they just can't accept it without evidence.
"Rich" <[email protected]> wrote in message
news:[email protected]...
> March 18, 2011 to March 28, 2011
> --
> "You can lead them to LINUX
> but you can't make them THINK"
>
> http://rentmyhusband.biz/
If you spend $40 or more.
wrote in message news:[email protected]...
> Some of the companies I've dealt with will cross-ship parts, with the
> agreement that if they don't receive the defective part within a certain
> period they'll charge the CC. Sometimes they'll take the CC number
> up-front
> (if they don't already have it).
I've also had companies do rush shipping of replacements with a full charge
which is refunded to my card when they get the return, I don't mind that.
On Sun, 20 Mar 2011 22:43:45 -0400, "Ed Pawlowski" <[email protected]> wrote:
>
><[email protected]> wrote
>>
>> The most successful mail-order businesses ship the same day. I got an
>> order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
>> mail)
>> of placing the online order.
>
>That would be an exception for me. McMaster delivery is next day if I have
>the order in by 5. The rare exception is if the item has to ship from
>another location. Our shipments come out of Chelmsford, MA.
Don't remember where the order came out of, but it came US Mail, which adds to
my amazement. ;-)
On Mon, 21 Mar 2011 04:33:54 -0500, "Upscale" <[email protected]> wrote:
>
><[email protected]> wrote in message
>> It's inexcusable to leave money on the table a second longer than
>> necessary,
>> IMO. The most successful mail-order businesses ship the same day. I got
>> an
>> order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
>> mail)
>> of placing the online order.
>
>Again, you're talking about US postal and shipping service. It's really
>expensive to get anything close to US service in the
>Canadian market. In many ways, especially this one, we are not competitive.
>Add to that border delays and tax concerns and you begin to see the problem.
But he said LV only shipped it the previous Thursday. They had it two weeks,
no?
<[email protected]> wrote in message
news:[email protected]...
> On Sun, 20 Mar 2011 22:26:43 -0500, "Leon" <[email protected]> wrote:
>
>>
>>"DGDevin" <[email protected]> wrote in message
>>news:[email protected]...
>>>
>>>
>>> "Leon" wrote in message
>>> news:[email protected]...
>>>
>>>
>>>> I am going to start off with the fact that I like Lee Valley. I do
>>>> however agree that 2 weeks turn around is not good service especially
>>>> when the service to begin with, receiving a dinged tool, is a wash even
>>>> if you get the replacement next day. Good service is making sure your
>>>> customer does not have to call you back about a damaged part.
>>>
>>> Way back when I worked for a company with a mail order division the
>>> policy
>>> was the replacement shipped when the returned item was received and
>>> found
>>> to be a legitimate return. Sad to say, but the company had learned the
>>> hard way that there are just enough unscrupulous customers who wouldn't
>>> return the supposedly defective item, or would return something that had
>>> clearly been damaged by their hand, that it was unwise to ship a
>>> replacement on trust. I recall other tricks, like returning an item
>>> actually purchased from another supplier, or removing a desired
>>> accessory
>>> and shipping back everything else, or in effect renting various tools to
>>> try them out and returning them on some feeble excuse (the same guy
>>> doing
>>> it over and over). It's the old story of the bad apples making it less
>>> pleasant for everyone else.
>>
>>Well now days with most every thing charged on the credit card it is easy
>>to
>>charge the customer again if they don't rreturn the defective part. That
>>is
>>how most deal with insuring a legitimate claim.
>>
> Some of the companies I've dealt with will cross-ship parts, with the
> agreement that if they don't receive the defective part within a certain
> period they'll charge the CC. Sometimes they'll take the CC number
> up-front
> (if they don't already have it).
Yes, that is the practice I have seen for quite a few years, IIRC as far
back as 1988 in my case.
On Sun, 20 Mar 2011 15:18:47 -0700, "DGDevin" <[email protected]> wrote:
>
>
>wrote in message news:[email protected]...
>
>> It's inexcusable to leave money on the table a second longer than
>> necessary,
>> IMO. The most successful mail-order businesses ship the same day. I got
>> an
>> order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
>> mail)
>> of placing the online order. Same for New-Egg and Amazon (my drill press
>> took
>> six days (Tuesday to Monday - the trucker called Friday afternoon to
>> arrange
>> delivery, Monday).
>
>Funny you should mention Newegg, I'd never order from them again. I bought
>a video card from them that was DOA, and when I called to get a return
>authorization number they not only wanted me to pay return shipping but the
>woman in "customer service" gave me a lecture on how they don't actually
>have to take anything back, they could tell me to return it to the mfg. (the
>mfg. had already told me to send it back to Newegg). So I asked to talk to
>a supervisor and asked him if he wanted me to reverse the charge on my
>credit card and wait for them to send a UPS call tag or was he going to
>cover the return shipping without me doing a chargeback--he chose option
>two. I wasn't asking for a refund in advance, just for them to pay the
>shipping on a defective item. I can understand charging return shipping if
>someone just changes their mind, but on a defective product? That was the
>last time I ordered from them.
I haven't bought much from them recently (maybe once every four or five
months), but I have bought a *lot* from them in the past. I've never had a
problem with NewEgg. There are some products where their return policy is
suspect. I go elsewhere. That's the nice thing about capitalism.
"They didn't actually have to take anything back"? Yeah, right. You did as I
would have done, though. "Which orifice would you like this in? I can be
nice and you can eat the shipping, or...".
On Sun, 20 Mar 2011 22:26:43 -0500, "Leon" <[email protected]> wrote:
>
>"DGDevin" <[email protected]> wrote in message
>news:[email protected]...
>>
>>
>> "Leon" wrote in message
>> news:[email protected]...
>>
>>
>>> I am going to start off with the fact that I like Lee Valley. I do
>>> however agree that 2 weeks turn around is not good service especially
>>> when the service to begin with, receiving a dinged tool, is a wash even
>>> if you get the replacement next day. Good service is making sure your
>>> customer does not have to call you back about a damaged part.
>>
>> Way back when I worked for a company with a mail order division the policy
>> was the replacement shipped when the returned item was received and found
>> to be a legitimate return. Sad to say, but the company had learned the
>> hard way that there are just enough unscrupulous customers who wouldn't
>> return the supposedly defective item, or would return something that had
>> clearly been damaged by their hand, that it was unwise to ship a
>> replacement on trust. I recall other tricks, like returning an item
>> actually purchased from another supplier, or removing a desired accessory
>> and shipping back everything else, or in effect renting various tools to
>> try them out and returning them on some feeble excuse (the same guy doing
>> it over and over). It's the old story of the bad apples making it less
>> pleasant for everyone else.
>
>Well now days with most every thing charged on the credit card it is easy to
>charge the customer again if they don't rreturn the defective part. That is
>how most deal with insuring a legitimate claim.
>
Some of the companies I've dealt with will cross-ship parts, with the
agreement that if they don't receive the defective part within a certain
period they'll charge the CC. Sometimes they'll take the CC number up-front
(if they don't already have it).
"Leon" <[email protected]> wrote in message
> If you spend $40 or more.
It's pretty tough to spend that much money at Lee Valley. I mean, all their
products are so cheap, one would have to buy fifteen to twenty tools to meet
their criteria.
wrote in message news:[email protected]...
> Two weeks doesn't sound all that impressive.
If I have a complaint with Lee Valley's service is it sluggish shipping.
Most mail order companies seem to be able to get the box on the truck within
a day, but even when everything is supposedly in stock LV seems to take at
least several days, sometimes longer. That isn't a life-and-death issue,
but who wants to wait for a shipment of shiny new tools any longer than
necessary?
"Leon" <[email protected]> wrote in message
> I am going to start off with the fact that I like Lee Valley. I do
> however agree that 2 weeks turn around is not good service especially when
> the service to begin with, receiving a dinged tool, is a wash even if you
> get the replacement next day. Good service is making sure your customer
> does not have to call you back about a damaged part.
Honestly, that's sounds a little screwy, especially for Lee Valley. A
Starrett carbide scriber I bought almost a year ago from them, broke about
1/8" of the tip off. Contacting LV, they immediately sent me a replacement
with instructions to send the defective one back in the same box with
included postage paid return label attached.
I'd suspect that the delay might well be attributed to our vaunted postal
delivery system. Compared to what you guys have in the US with really fast
delivery times, our Canadian system is mired some place back many decades.
Yes, the order was regular delivery schedule, but the cost for overnight or
rush type delivery is exorbitant under the Canadian postal service. One
thing people can do with shipped orders from Lee Valley is get the tracking
number from their online account info page and then track it through the
post office.
<[email protected]> wrote in message
news:[email protected]...
> On Sun, 20 Mar 2011 13:43:03 -0400, tiredofspam <nospam.nospam.com> wrote:
>
>>I just bought a LV low angle Jack Plane and 2 blades. I already had a
>>jack, but I needed a high angle for some tough figure. The low angle
>>Jack fit the bill, since I can easily change blades...
>>One of them came in dinged. I didn't feel like sharpening the O2 that
>>far in... the ding was extensive. So I sent it back for an exchange.
>>Its 2 weeks already, so I sent an email yesterday and they said it
>>shipped Thursday. Good service. No shipping cost for the replacement.
>>That's good service. Most companies you pay the cost to ship it back.
>>That sucks big time, since it is costing you to cover their mistake or
>>lack of QC.
>
> Two weeks doesn't sound all that impressive. Impressive is next, or even
> two-day cross-shipment, at their expense. ...or perhaps let you keep the
> damaged blade and ship another.
I am going to start off with the fact that I like Lee Valley. I do however
agree that 2 weeks turn around is not good service especially when the
service to begin with, receiving a dinged tool, is a wash even if you get
the replacement next day. Good service is making sure your customer does
not have to call you back about a damaged part.
<[email protected]> wrote
>
> The most successful mail-order businesses ship the same day. I got an
> order from McMaster-Carr within 48 hours (8:00PM Monday to Wednesday's
> mail)
> of placing the online order.
That would be an exception for me. McMaster delivery is next day if I have
the order in by 5. The rare exception is if the item has to ship from
another location. Our shipments come out of Chelmsford, MA.
"Leon" <[email protected]> wrote in message
> credit. Typically I get an immediate and conditional reversal of charges
> however that is not an absolute guarantee of a permanent reversal.
Hmmm. It's been the opposite with me. The two times I've contested a charge
on my Mastercard by filling out a claim form, I've waited up to a month for
the charge back to be credited to my account. At the time, Mastercard has
emailed me to say that the resolution is complete.