Axminster customer service - excellent service AGAIN!

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Axminster customer service - excellent service AGAIN!

Post by thatsnotafestool » Thu Jul 18, 2013 2:00 pm

The feed belt on my Jet 22-44 sander got nurdled up. Axminster didn't have a spare in stock but they took one off a new machine for me.

That's pretty good service, in my opinion.
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Re: Axminster customer service - excellent service AGAIN!

Post by Leveller2911 » Thu Jul 18, 2013 6:01 pm

Maybe the rest of us should get you to order for us from Axminster ................ ;)

Just a thought but do you work for Axminster tools?...... :lol:

If they took a belt off another machine I pity the poor soul who gets that delivered minus the belt, pretty sure the numpty who took it off won't replace it..... :roll:

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Re: Axminster customer service - excellent service AGAIN!

Post by senior » Thu Jul 18, 2013 6:30 pm

thatsnotafestool wrote:The feed belt on my Jet 22-44 sander got nurdled up.
How, is Jet really that bad?
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Re: Axminster customer service - excellent service AGAIN!

Post by thatsnotafestool » Thu Jul 18, 2013 10:14 pm

No...the roller was starting to drift a little. I adjusted it. I cocked up.

Sorry..no pictures. At least there is only one word with three syllables.
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Re: Axminster customer service - excellent service AGAIN!

Post by ace » Mon Jul 29, 2013 8:29 pm

The point is that they don't seem to keep spares in stock?

Pretty poor if you ask me whether it's either Trade or hobby?

Someone on Uk workshop has given them top marks because they got him some parts for one of their saws, even though it took them three months!!

How the f**k is waiting three months for parts a good thing. Someone there has said it's not Axminster's fault but their suppliers.

I'm sure he'd be really pissed off if his car needed parts and it was off the road for three months waiting the main dealer to get parts?

It must be me but it seems pretty p*ss poor

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Re: Axminster customer service - excellent service AGAIN!

Post by thatsnotafestool » Mon Jul 29, 2013 8:50 pm

And Felder takes how long?
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Re: Axminster customer service - excellent service AGAIN!

Post by ace » Mon Jul 29, 2013 9:07 pm

So Felder is crap too then 0;)

I never said they were any good

Is there some rule somewhere that you aren't allowed to say any thing bad about Axmimster?

Is it some kind of religion? Praise to the great god of box shifting, Axminster?

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Re: Axminster customer service - excellent service AGAIN!

Post by Leveller2911 » Mon Jul 29, 2013 9:32 pm

ace wrote:So Felder is crap too then 0;)

I never said they were any good

Is there some rule somewhere that you aren't allowed to say any thing bad about Axmimster?

Is it some kind of religion? Praise to the great god of box shifting, Axminster?

Maybe we should have a poll and vote about Axminsters customer service.From the threads on here they certainly have issues.Have a top 5 of the best and worse companies.

I don't really see any relevance when someone posts "Felder has long lead times" unless someone starts a thread about Felder Customer service. I get the impression people try to justfiy poor service by saying another company has long lead times/gives poor service. This was also bought up on the thread I started about Axminsters dire customer service.I've never purchased anything from FELDER so i Can't comment but Axminster tools are punching way above their weight,selling "industrial " machinery to the trade but Keystone Cop aftersales ...

I'm quite surprised that no one from Axminster have had the balls to join the forum and defend themselves.I'm pretty sure if you typed in google "axminster tools poor customer service" it would have links to the forum.Guess that have no cajones..

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Re: Axminster customer service - excellent service AGAIN!

Post by thatsnotafestool » Mon Jul 29, 2013 9:44 pm

ace wrote:The point is that they don't seem to keep spares in stock?

....
OK...let me ask you this question. Supposing that they actually did keep a spare in stock but that the day before I needed mine they sold the spare. So they'll need to get one in, won't they? They could have said...you must wait for x months but they didn't, did they. They took an item from a new machine to keep me working.

Oh, what was that, I hear you say? They should keep two in stock? Why two? Why not three ? Or ten ? Or a hundred? Shall we then double the price of the kit to pay for the capital that is tied up in stock? That sounds like a great idea.
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Re: Axminster customer service - excellent service AGAIN!

Post by Leveller2911 » Mon Jul 29, 2013 9:57 pm

thatsnotafestool wrote:
ace wrote:The point is that they don't seem to keep spares in stock?

....
OK...let me ask you this question.
Supposing that they actually did keep a spare in stock but that the day before I needed mine they sold the spare.



Again this is poor as they have let their stock level of a spare reduce to 1 spare part. Someone at Axminster should be responsible for making sure they have a a stock of spares.Thats what most companies do and Axminsters problem is one of incompetance.
So they'll need to get one in, won't they? They could have said...you must wait for x months but they didn't, did they. They took an item from a new machine to keep me working.
So thats a new machine which is incomplete and could have been sold the next day to a customer.The sale will more than likely be lost because they have robbed the machine of a £5-00 part to give to you.I really find that strange that they would rob a new machine of a part making it unsaleable, having already said it takes weeks to get spare parts. I don't for one minute think its got anything to do with keeping a "valued customer".
Oh, what was that, I hear you say? They should keep two in stock? Why two? Why not three ? Or ten ? Or a hundred? Shall we then double the price of the kit to pay for the capital that is tied up in stock? That sounds like a great idea.
As I posted on the other thread things like Motors,fuses,wiring looms etc will be the parts that tend to fail and consider that many of the machine motors would be interchangable so they wouldn't need to keep 25 motors for every machine they sell. They should stick to selling to the DIY market but even then no one should have to wait 3 months for spares.

Just out of interest how many times have you gone to order spares from Felder only to be told its x weeks?.. Not quite sure why you keep referring to Felders lead times. I can assure you if I had dealt with Felder and had poor service on a few occasions I would slate them too.

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Re: Axminster customer service - excellent service AGAIN!

Post by promhandicam » Mon Jul 29, 2013 10:32 pm

My issue with Axminster was that when I needed a motor for my trade extractor, it transpired it was a non standard size - presumably done expressly so that you had to buy from Axminster, they still didn't keep it in stock. Even when I offered to pay for it to be air freighted rather than have it thrown in the next container, it was still going to take 5-6 weeks. Their customer service, i.e. being helpful on the phone might be ok, but their after sales support with regards to spare part supply for their trade machines is shite. I won't be buying machinery from them in the future for that reason. In the end Bob '9Fingers' was good enough to machine down the shaft and machine a new keyway on a standard motor which worked a treat.

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Re: Axminster customer service - excellent service AGAIN!

Post by jfc » Mon Jul 29, 2013 11:58 pm

There is someone from axminster with an account here . I guess they are just looking for now .
To add my 2p worth . I guess its been about three years since they said they would call me when my part was in . Good tech department though ! They nailed the problem right away . I guess they feel let down aswell .

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Re: Axminster customer service - excellent service AGAIN!

Post by thatsnotafestool » Tue Jul 30, 2013 7:11 am

As far as spare parts are concerned I don't see that Axminster are any better or any worse then other companies as far as holding goes.

As for 'non-standard' parts...well, look at any machine. It's full of non-standard parts.

The car analogy simply doesn't hold water and is about as facile an argument as I can think of. It is a question of scale. How many hundreds of thousands of Fiestas are there, for example? Now how many Jet sanders get sold.

At the end of the day, you vote with your feet.

Out of curiosity, Steve, where would you buy your next extractor from? And how much more would it cost ?
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Re: Axminster customer service - excellent service AGAIN!

Post by ace » Tue Jul 30, 2013 7:54 am

Ok,

Three months wait for parts is fine.

Keeping a few drive belts for the machines they sell is way too much to expect because that would double the price of everything.

As long as what they sell is cheap that's ALL that matters

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Re: Axminster customer service - excellent service AGAIN!

Post by promhandicam » Tue Jul 30, 2013 7:55 am

thatsnotafestool wrote:Out of curiosity, Steve, where would you buy your next extractor from? And how much more would it cost ?
Probably something like this Roger

http://www.scosarg.com/p-j-extractor-en ... p-1ph.html

Image

at £2000 more or less the same as an industrial machine from Axminster but from a company specialising in dust extraction and more importantly
Since 1980 we have designed, manufactured and installed efficient, high quality, UK manufactured, economical dust & fume extraction systems for industrial workshops and Design & Technology classrooms.
This would appear to be the axminster equivalent

http://www.axminster.co.uk/axminster-in ... rc=froogle

Image

No need to ask where you'd buy from though is there Roger ;)

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Re: Axminster customer service - excellent service AGAIN!

Post by promhandicam » Tue Jul 30, 2013 7:58 am

ace wrote: . . . As long as what they sell is cheap that's ALL that matters
But they aren't necessarily cheap - see my above post

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Re: Axminster customer service - excellent service AGAIN!

Post by jrm » Tue Jul 30, 2013 8:59 am

promhandicam wrote:My issue with Axminster was that when I needed a motor for my trade extractor, it transpired it was a non standard size - presumably done expressly so that you had to buy from Axminster, they still didn't keep it in stock. Even when I offered to pay for it to be air freighted rather than have it thrown in the next container, it was still going to take 5-6 weeks. Their customer service, i.e. being helpful on the phone might be ok, but their after sales support with regards to spare part supply for their trade machines is shite. I won't be buying machinery from them in the future for that reason. In the end Bob '9Fingers' was good enough to machine down the shaft and machine a new keyway on a standard motor which worked a treat.
Record Power have much of their stuff made in China now. I have had one of their twin motor dust extractors for about 14 years. When the first motor gave up, I rang them and they had a replacement to me the next day for what I thought was a reasonable sum. Inevitably the other one packed in some time after and the experience was repeated. All their vacuum type extractors sensibly use the same 1000 watt motor; some use one, others use two. It may be made in China but it is to there own design, they aren't changing it every five minutes and they are able to keep good stocks of spares. In contrast, the machines sold by Axminster seem to change all the time. Even brand names like DeWalt and Sedgwick, for example, are sometimes in sometimes out. They are the Tesco of tools and machinery. They have sold industrial machinery from Martin and Rojek in the recent past and you have to wonder why that arrangement stopped. They now have Griggio on 'Clearance offer' after a very short spell. Some good prices but I wouldn't buy because the service isn't going to be there. They can't possibly stock enough spares because they have sold so many different brands and models.

I don't know what the pop at Felder is about. You have to wait for a machine being built but then they are custom made and have to wait their turn. As far as parts are concerned, I have always found them pretty prompt. Importantly, they just sell their own limited range of machinery and you can still get parts for machines which they stopped making many years ago which you can't say of everyone.

John

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Re: Axminster customer service - excellent service AGAIN!

Post by thatsnotafestool » Tue Jul 30, 2013 9:03 am

I'd go to Scott & sargeant, Steve !
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Re: Axminster customer service - excellent service AGAIN!

Post by woodsmith » Tue Jul 30, 2013 9:13 am

Roger have you personal experience with Felder as you seem to mention them exclusively as a source of poor service? I've got three machines made by them and have needed a few parts over the years, they keep some parts in the UK but everything else has come within a couple of days direct from Austria.

When Axminster couldn't supply me a part for a Jet planer and I decided to replace it with a Hammer, Felder offered to lend me machine while they built mine.

And Axminster are in a no win situation if they are taking parts off new machines to repair others. Who wants to buy a new machine that has been fiddled about with?
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Re: Axminster customer service - excellent service AGAIN!

Post by ace » Tue Jul 30, 2013 9:24 am

So Axminster rob a belt off a new machine so that means they have a new machine sitting in the warehouse for three months that they can't sell because they didn't have a £5 drive belt in stock.

Where's the sense in that?

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Re: Axminster customer service - excellent service AGAIN!

Post by thatsnotafestool » Tue Jul 30, 2013 9:45 am

ace wrote:So Axminster rob a belt off a new machine so that means they have a new machine sitting in the warehouse for three months that they can't sell because they didn't have a £5 drive belt in stock.

Where's the sense in that?
If you are going to quote facts then at least quote them accurately. The part costs closer to £90.

Keith..re Felder...I picked up on this from another thread elsewhere.
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Re: Axminster customer service - excellent service AGAIN!

Post by shed9 » Tue Jul 30, 2013 9:55 am

Personally the issue for me is not whether Axminster / Felder / Other (delete as applicable) offer good service or not. Everyone will have their own subjective opinion on what constitutes good or bad service.

The issue is people who have already formed a negative opinion on a supplier, yet proceed to order from them and then whine about it on a forum expecting sympathy and a hearty handshake for warning us all.

When a thread starts "Crap service AGAIN" (I refer to the other thread/s), I can't feel some people deserve what they expect to deserve. When it comes to service from a supplier (Devon based box-shifter or Austrian industry specialist) there are two parties involved in the process, the supplier AND the customer. When the customer knows that spares are not held or that some stock is financially cheaper than elsewhere because it is materialistically cheaper, yet orders and complains when this known fact becomes evident in the process, what the hell can the supplier do to counteract that?

I appreciate the answer could be to change their business to suit, but why? Clearly enough people buy from Axminster to warrant sustainability of their business, it obviously works for them.

They fill a niche and in my opinion they fill it well.

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Re: Axminster customer service - excellent service AGAIN!

Post by ace » Tue Jul 30, 2013 10:13 am

Can't see where you stated the price of the belt was closer to £90 so I'll re-phrase my comment.............

So Axminster rob a belt off a new machine so that means they have a new machine sitting in the warehouse for three months that they can't sell because they didn't have a £89.99 drive belt in stock.

So now they have a machine that is sat in their warehouse valued at £1179.50 that they can't sell for three months

Where's the sense in that?

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Re: Axminster customer service - excellent service AGAIN!

Post by thatsnotafestool » Tue Jul 30, 2013 10:16 am

ace wrote:Can't see where you stated the price of the belt was closer to £90 so I'll re-phrase my comment.............

So Axminster rob a belt off a new machine so that means they have a new machine sitting in the warehouse for three months that they can't sell because they didn't have a £89.99 drive belt in stock.

So now they have a machine that is sat in their warehouse valued at £1179.50 that they can't sell for three months

Where's the sense in that?
Maybe they have several machines...who knows...but they DO have a satisfied client....and surely that is what matters.
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Re: Axminster customer service - excellent service AGAIN!

Post by ace » Tue Jul 30, 2013 10:36 am

We're getting lost here.

All I said in the first place is how can someone think that a three month wait for parts is "good service" and award them "top marks"?

Maybe they have several machines sitting in the warehouse with parts missing? Who knows?

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Re: Axminster customer service - excellent service AGAIN!

Post by senior » Tue Jul 30, 2013 2:24 pm

It's a hobby shop.
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Re: Axminster customer service - excellent service AGAIN!

Post by mark270981 » Tue Jul 30, 2013 5:20 pm

I'm Not a fan of axminster - They are too expensive and have never offered me what I would call a quality service - I now use local machinery dealers - slightly more expensive but well worth it for me.

If I have a machine breakdown, and that particular machine is needed to do a job everyone is working on then my down time costs me 8 (blokes) x £25-30 per hour it becomes very expensive. In fact my edgebander stopped working last week whilst in the throes of making lots of cupboard units for a school (all hands on deck) a quick phone call and an hour round trip later it was back up and running (machinery dealer whom I bought the machine from had the parts in stock).
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Re: Axminster customer service - excellent service AGAIN!

Post by senior » Tue Jul 30, 2013 5:58 pm

mark270981 wrote:I'm Not a fan of axminster - They are too expensive and have never offered me what I would call a quality service - I now use local machinery dealers - slightly more expensive but well worth it for me.

If I have a machine breakdown, and that particular machine is needed to do a job everyone is working on then my down time costs me 8 (blokes) x £25-30 per hour it becomes very expensive. In fact my edgebander stopped working last week whilst in the throes of making lots of cupboard units for a school (all hands on deck) a quick phone call and an hour round trip later it was back up and running (machinery dealer whom I bought the machine from had the parts in stock).

Spot on.
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Re: Axminster customer service - excellent service AGAIN!

Post by Leveller2911 » Tue Jul 30, 2013 6:27 pm

shed9 wrote: When a thread starts "Crap service AGAIN" (I refer to the other thread/s), I can't feel some people deserve what they expect to deserve.


Its called giving someone the benefit of the doubt.

If we black-listed every single company that had f*cked up at least once the list would be long and we would have no one left to deal with. With regards to Axminster specifically ,I have bought a fair few hand tools and the power tools over the years with next to no problems. The problems I have are with the industrial side of the company and especially the aftersales or lack of.

I won't be dealing with them again so its no longer a problem.I'm going to look into a new dust extraction system so will go with a decent company thats been recommended.

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Re: Axminster customer service - excellent service AGAIN!

Post by jfc » Tue Jul 30, 2013 10:01 pm

.I'm going to look into a new dust extraction system so will go with a decent company thats been recommended.
Axminster do a good range of extractors and my second hand one has never let me down :D

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Re: Axminster customer service - excellent service AGAIN!

Post by shed9 » Wed Jul 31, 2013 1:03 am

senior wrote:It's a hobby shop.
I quite agree.

If I was running a commercial concern Axminster would not be on my list for critical equipment.

I get the point about benefit of the doubt, people and organisations mess up. My point was that the whining was down to a whole host of known facts including the bad service aspect such as spares not being held, not geared up to supply industry etc.

They are a hobby shop that offers some Industrial equipment without the right support mechanism behind it, most people know that I think.

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