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Review of Laguna Revo 1524 and Customer Service

Discussion in 'Getting Started' started by Dale Ensor, Aug 7, 2020.

  1. Dale Ensor

    Dale Ensor

    Joined:
    Aug 6, 2020
    Messages:
    4
    Location (City & State):
    Cookeville,TN
    Review of the Laguna REVO 1524: The Good and Not-So-Good

    I selected the new Laguna REVO 1524 for several reasons: its size, its 1.5 horse power (110V) motor, the ability to adjust the height, center-to-center adjustment, and reputation for quality. The lathe arrived and, using the excellent instructions, was assembled with no difficulties. Out of the box there were two problems detected: a clicking sound coming from the head stock, and a stripped screw head that made it impossible to use the precise position function to align the lathe. I called customer service and, after a nice chat, I sent a picture of the stripped screw and a video of the clicking sound. The customer service rep determined that it was the bearings causing the clicking sound. Laguna send me a replacement screw which allowed me to fix the center-to-center adjustment and replacement bearings. I then requested a tech call me to advise me over the phone on replacing the bearings. After a week or longer with no response, I emailed my contact and received via email a page of instructions for changing the belt and bearings. I found the instructions less than detailed and asked for some additional details. I received a link to a YouTube by Mike Waldt (2017) replacing the belt and bearings on an Axminster lathe. I watched the video, but again did not consider that information to be sufficient. I was originally told that a tech would talk to me about the replacement of the bearings, but later got an email which stated that no tech would be available to talk me through the installation of the bearings due to company policy. I have made several attempts to talk with a tech advisor, but the tech support phone line has a mail box that is full. I also tried by email and got a reply stating that they had done all they were required to do and indicated that my request for tech support over the phone was unreasonable. In summary, the REVO15224 is a solid lathe with good power and is a good size for a smaller shop. However, if you need tech support, I wish you better luck than I had.
     
    Paul Lajoie likes this.
  2. Gary Beasley

    Gary Beasley

    Joined:
    Sep 12, 2017
    Messages:
    643
    Location (City & State):
    Marietta, Georgia
    I would think if a new machine was shipped to you with a bad bearing they would be fully responsible for replacing that bearing, not you. That was a very poor response and really should be taken to the managers above the customer service peoples pay grade.
     
    egsiegel and Charles Cadenhead like this.
  3. GRJensen

    GRJensen

    Joined:
    Nov 4, 2011
    Messages:
    214
    Location (City & State):
    Bay Settlement, WI
    Dale ... You are much too kind ... I would be mad as hell. I don't have a Laguna lathe, but have had major issues with my 2hp Laguna cyclone dust collector. It leaks dust like a sieve (I had to use aluminum duct tape to seal leaks), and I have had major problems with the motor. Laguna was going to charge me about $400 for a motor, but they were back-ordered for 6 to 8 weeks. Wound up buying a motor from a guy in Minnesota for $100. No more Laguna in my shop.
     
  4. Brandon Sloan

    Brandon Sloan

    Joined:
    Mar 7, 2019
    Messages:
    145
    Location (City & State):
    Victoria, Texas
    This is pretty sad but expected. I doubt there is anyone working for Laguna in the United States that knows how to change the bearings on a lathe. Technician training at Laguna doesn’t include the trip to China to see how the lathe is put together. If you can read the product specifications page, you are qualified to work for Laguna. Good luck, no doubt you can remedy this without Laguna.
     
  5. Dale Ensor

    Dale Ensor

    Joined:
    Aug 6, 2020
    Messages:
    4
    Location (City & State):
    Cookeville,TN
    I purchased the lathe from Woodcraft and sent the review to them but it has not been published. I plan to talk with the local store manager and make him aware of the problems that I have had with customer service. At one point I emailed the tech at Laguna and ask about the hex head size on the screw for the center to center adjustment. I was told it was 3.5mm but it was actually 1/8". I tried to talk with a manager about more detailed instruction for replacing the bearing but just got back an email that said I was the problem and could not be satisfied. I gave up at that point.
     
    Charles Cadenhead likes this.
  6. Damon McLaughlin

    Damon McLaughlin

    Joined:
    Jan 16, 2017
    Messages:
    284
    Location (City & State):
    Eastern Washington
    Our local Woodcraft manager does very well to help customers with power tools bought through his store. I would reach out to the manager at the Woodcraft where you made your purchase and ask what their policy is regarding receiving a defective lathe. Maybe he can work with you to exchange it for another lathe. Try asking if he has a Laguna sales rep he works with that can help remedy the issue.
     
    Bill Boehme and Tom De Winter like this.
  7. Gary Beasley

    Gary Beasley

    Joined:
    Sep 12, 2017
    Messages:
    643
    Location (City & State):
    Marietta, Georgia
    Sounds like someone at the Laguna office just want to be an ass, you dont treat customers like that.
     
    Charles Cadenhead likes this.
  8. Tom De Winter

    Tom De Winter

    Joined:
    Apr 30, 2020
    Messages:
    106
    Location (City & State):
    Quad Cities, IL
    Wow! I thought Laguna had a better reputation.
    I would try Damon's suggestion.
     
  9. Dale Ensor

    Dale Ensor

    Joined:
    Aug 6, 2020
    Messages:
    4
    Location (City & State):
    Cookeville,TN
    Update, I followed Damon's suggestion and talked with someone at the local Woodcraft store. They were surprised and said they would contact Laguna. Yesterday, I got a phone call from Laguna and they plan to send me a new headstock when one is available. Totally different attitude. Thanks for the suggestion.
     
    Charles Cadenhead likes this.
  10. john lucas

    john lucas AAW Forum Expert

    Joined:
    Apr 26, 2004
    Messages:
    7,498
    Location (City & State):
    Cookeville TN USA
    Wonderful Dale. That's what should have been done all along.
     
  11. Dale Ensor

    Dale Ensor

    Joined:
    Aug 6, 2020
    Messages:
    4
    Location (City & State):
    Cookeville,TN
    Update to my review, I received a new headstock today. I was able to save the shipping container and the old headstock is waiting for pickup by FedEx. The new headstock does not have the clicking sound. I will put it to the test tomorrow.
     
  12. Tom De Winter

    Tom De Winter

    Joined:
    Apr 30, 2020
    Messages:
    106
    Location (City & State):
    Quad Cities, IL
    Outstanding. Thanks for the update. Faith restored in Laguna.
     
  13. Doug Freeman

    Doug Freeman

    Joined:
    Feb 26, 2019
    Messages:
    350
    Location (City & State):
    Lebanon, Missouri
    There is a lesson here - when you buy a machine from a supplier, take these types of problems to the seller, including returning the machine to the seller for a full refund if necessary. That’s why you pay a bit more through a dealer. This story does not give me much confidence in Laguna. Kudos to Woodcraft, Great you ended up with a new headstock (which you should have demanded from Laguna), but the run-a-around you got is ridiculous. No way warranty means the purchaser having to replace internal parts on a brand new machine.
     
  14. Ric Williams

    Ric Williams

    Joined:
    May 31, 2019
    Messages:
    68
    Location (City & State):
    Highland, MI
    Last spring I was trying to decide between an Laguna Revo 1836 and a Powermatic 3520C for a lot more money, even with the 15% off sale at the time. I read some positive comments about Laguna customer service, but they were mostly commenting that their service was so good that they sent multiple replacements that the customer had to install until the problems were finally corrected. I also read enough stories like this one, that I decided to go with the 3520C. I haven't regretted that decision at all.
     
  15. John Hicks

    John Hicks

    Joined:
    Jan 23, 2020
    Messages:
    263
    Location (City & State):
    Hoodsport, Washington
    Laguna has always been hit or miss on customer support. Gone are the days when the owners used to answer the phone and deal with problems themselves (Robland days).
     
  16. Mike Stanifer

    Mike Stanifer

    Joined:
    Nov 10, 2020
    Messages:
    1
    Location (City & State):
    Hamilton, OH
    I just bought a Laguna 1524 from my local Woodcraft store, but I did not have any issues. I got covid just after I got it so it sat in my garage for two weeks before I put it together. I have not had time to turn anything yet, but I have turned it on and let it run for a few minutes, it is balanced and no odd noises. Glad you got the issue resolved.
     
  17. John Torchick

    John Torchick

    Joined:
    Jan 24, 2010
    Messages:
    2,821
    Location (City & State):
    Cleveland, Tennessee
    FWIW, I have called the presidents of two companies to solve a quality issue. It works.
     
  18. egsiegel

    egsiegel

    Joined:
    Oct 4, 2010
    Messages:
    180
    Location (City & State):
    Baldwinsville, NY
    Home Page:
    Brand new lathe should not require YOU to fix anything.
    they should send a tech to replace the bearing or send a new lathe with a good bearing.

    how did a brand new lathe leave the factory with a bad bearing and a stripped screw? are you sure they didn't send a refurbished machine?
     
  19. robo hippy

    robo hippy

    Joined:
    Aug 14, 2007
    Messages:
    3,058
    Location (City & State):
    Eugene, OR
    Also gone are the days when you called for customer support and got to talk to some one who was familiar with the machine and not some one who had to read from a manual to try to trouble shoot what your problems were...

    robo hippy
     

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