When a company does you right you want to tell others.
I have a 14" lathe and Delta fixed it once under the 2yr warrenty with no problem. Warrenty ran out a couple months ago but they still sent me a new switch assembly at no cost. I know a lot of companies would have not done that.
Thanks Delta!
Through the years, I have had similar good experiences with Delta. Once I complained that my new 4" Delta jointer was missing the motor mount. A few days later, an entire stand (complete with motor mount) arrived at my door. I complained another time that the plastic handwheels on my Delta Contractor Saw were crappy and had already broken through the hubs. A few days later, another box appeared on my door step,,,,,,,containing two (2) new cast iron handwheels. They also replaced the plastic handwheels on the 4" jointer with new ones. Each time, no questions asked. No argument. Just prompt efficient service. Hard to come by these days. Although Delta's quality has not remained consistent through the years, their customer service has.......at least in my experience.
Barry
A couple of years ago, I would have agreed with you completely. I was very impressed with my first dealings with Delta, but recently it seems that the customer support has gone way downhill. It's not so bad that I don't trust them to make things right if something breaks, but it certainly is not the same.
It seems like they have a 3rd party doing customer support these days, and all the irritating problems that come along with that have appeared. The last time I had to call them, I sat on hold for an hour until their call center closed, and then got a message saying that they were closed for the evening. The next attempt was via e-mail, and there was no response, so I had to mail them again two weeks later to see what the $%@!!! was going on with the literature request I had sent. The same long foot-dragging process is beginning to happen with the rebate offers as well- the last one I sent was for a free blade with my contractor's saw. 6-8 weeks is a long lead time, but it's free, so I didn't care much until about 3 months had passed. It did eventually show up, but not until I called them.
That being said, once you get an actual person on the phone, or to return an e-mail, they are very curteous and polite- and the parts (if parts are what you need) are in the mail right away.
But Delta's been around a long time, and I like to hope that eventually they'll decide that trying to be just like the rest of the corporate world isn't to their advantage. I, for one, would rather pay a little more than see them continue to decline.
Back in January I ordered a replacement switch (second one) for the router/shaper table and the girl said that it would be sent. After 3 weeks and not receiving it, I called them back and was told that the switch was on backorder (they didn't say that when I ordered it). I got tired of waiting and took apart the old switch, figured out the problem with it, and fixed it. Then I called Delta back and cancelled my order. Last week they sent me the switch that I had canceled. It'll be interesting to see whether or not they charged my credit card for the "switch that wasn't supposed to be shipped". I liked the old Delta service department much better thankyou. By the way, my repaired switch is still working fine. I haven't yet decided whether to return the new switch or keep it for when the repaired one finally quits for good.
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