I am not talking about the division of the company but how they actually treat their customers. About six months ago I bought an Incra 2000 miter gauge in a moment of weakness. It gleamed, looked great and the price was not bad.
I hate to reveal such a huge indiscretion, but I actually read the manual to see how to set the thing up. The results were less than optimal. The "45" worked fine but anything lower did not. I called Taylor Design Technical Support and got the guy who wrote the manual. His response was, "Yes, I know, that is a mistake. I thought it was right but found out it wasn't. What you need to do is set it for some poly sided angle - anything but 90 degrees.
Time passed and I had a slow day in the shop and a rather large project in which I would be making a lot of repetitive cuts, so I decided to set the Incra 2000 according to Tech Support. I set if on "10 degrees" and cut my test pieces. Worked like a champ. I tried it on a 12 sided ring, and thought," The joints are not as tight, but I probably did something wrong. I set it on 45 degrees and cut all my stock. It did not work.
This morning I called Taylor Design to ask for some advice and got the same guy I had talked to six weeks ago. I told him what I had done for the setup and was about to ask, "What now, Coach?" when he says, "The only thing to do is send you a new one." I gulped and thanked him but said I was really only asking for advice. He said, "You have done exactly what you should have and there is evidently a problem in the gauge." He then said, "In fact, I will send you any miter gauge you want, except the 3000 (because of the extra cost)." He highly recommended the 1000SE over the
2000. You think I am going to second guess him at this point. I asked if he wanted me to send the 2000 back and he said, "No, you can keep it."His rationale for his rash actions? He said, during the course of our conversation, "We are not the only players in this field and we want our customers happy."
It kinda restores you faith in American business.
Deb