Hard to believe Buying Experience 2012 Symposium-Long but worthy reading
Below is a copy of a letter I sent to Craft Supplies in Provo, UT thanking them for all they did for me regarding the purchase of the new Powermatic 4224B Lathe acquired at the Symposium. I felt compelled to share my experience with AAW members to underscore the value of customer service. This is not a gloat about my new 4224B lathe (ok maybe a little) but rather a short story about the unbelievable service I received from Craft Supplies. Disclaimer: I am a customer, that's it.
Here it is.
June 11, 2012
To Darrel and the Staff of Craft Supplies
I just bought a new Powermatic 4224B lathe from Craft Supplies, the latest and best from Powermatic. Here is how it transpired.
The 2012 American Association of Woodturners Symposium was held in San Jose, CA over the past weekend and I was there since I’m only 43 miles from the venue.
Woodturners who have never attended the AAW Symposium should consider doing so and I believe the 2013 Symposium will be in Tampa.
Craft Supplies was a major vendor and my purchase was thru them. The staff, every one of them, are a terrific group of individuals. Friendly, knowledgeable and extremely helpful. What you read next defines them as people and a company you become devoted to as a customer.
When visiting the Powermatic display, Nick Cook, a fine, talented, highly respected and very friendly gentleman many of you know, was demo turning on the new lathe. He explained all the features of the 4224B. I was impressed. I watched him for over an hour studying how he turns and how well the lathe performed. It was obvious to Nick and Barry from Powermatic that I was lusting for the lathe and we joked about who would call my wife for approval. If you are married you understand and I struggled for quite awhile considering what approach to take. I just don’t make these kind of decisions without consulting with my wife, a wonderful woman who has put with me for 22 years. Eventually I called her, she agreed, ergo I walked over to the Craft Supplies section and Darrel Nish wrote up the sale.
It was then I learned that I would have to wait at least four weeks for the shipment to arrive. Huh? Wait? I discussed this with Nick and Barry and Nick mentioned he is waiting for his 4224B and it is serial number one. I think he was trying to soothe my obvious disappointment. They both suggested that I can take the lathe being demoed. Instead, I asked about the “other†one a few feet away on display only, unused. That was the deal maker however I had no way to transport it home and this dilemma found its way to the Craft Supplies owner Darrel, a great guy who I could sense was determined to somehow get the lathe to my home.
A brief time later Darrel came over to the Powermatic area with good news. Four of his guys and a lady were staying at a hotel near the Oakland airport, just five miles from my house. Coincidence? Darrel offered to deliver the lathe and I was ecstatic and in disbelief. Not only did they deliver the lathe, they used muscle power to get it off their trailer and 100 feet up my driveway into my garage. And then they assembled it!!! I’m embarrassed and apologize for not knowing all their names except one. Rex Burningham kindly autographed my book “Turning Pens and Pencilsâ€. My wife baked brownies and cookies for the guys and gal who admirably dealt with the surprise of delivering my lathe.
After what must have undoubtedly been an exhausting few days of traveling and working at the Symposium, they extended themselves well beyond the so called “line of duty†by making an unexpected delivery of a 948 pound lathe. When you are tired and worn out how do you find the energy for this? Surely it was not in their plans for winding down and getting some rest from the hard work necessary for the Symposium. I am so very very grateful for their effort. Thank you!
By the way, Nick Cook autographed the end of my new lathe. He also was curious to see what serial number of lathe I was buying. It is number two!!! Coincidence? I also have the distinction of being the first turner in the USA to use the new 4224B Powermatic Lathe. I did today, it is amazing, powerful, quiet, smooth and laden with features not found on other brands that I am aware of.
After the lathe was delivered I discovered the first inner cam locking wheel (there are two) of the headstock was not in place in the bed channel so the headstock could not be fully locked to the bed. I worried all evening and into the night about how I would and could manage getting the cam wheel into place by myself. The headstock is very heavy, I was at a loss. The next morning I received a call from Rex Burningham who acknowledged that he called the wrong number. But it gave me the opportunity to mention the unseated cam wheel, Rex advised a simple procedure, I followed it and all is well. Had Rex not misdialed I would still be trying to figure out what to do. Another coincidence? There are no accidents in the universe!!!
This was the best experience I have ever had purchasing anything, anytime during my 68 years of existence. Kudos to Darrel and the staff of Craft Supplies, you are all company treasures. ☺
Best Wishes to you all,
Doug Olsen
526 Lewis Avenue
San Leandro, CA 94577
Cc: Nick Cook
Below is a copy of a letter I sent to Craft Supplies in Provo, UT thanking them for all they did for me regarding the purchase of the new Powermatic 4224B Lathe acquired at the Symposium. I felt compelled to share my experience with AAW members to underscore the value of customer service. This is not a gloat about my new 4224B lathe (ok maybe a little) but rather a short story about the unbelievable service I received from Craft Supplies. Disclaimer: I am a customer, that's it.
Here it is.
June 11, 2012
To Darrel and the Staff of Craft Supplies
I just bought a new Powermatic 4224B lathe from Craft Supplies, the latest and best from Powermatic. Here is how it transpired.
The 2012 American Association of Woodturners Symposium was held in San Jose, CA over the past weekend and I was there since I’m only 43 miles from the venue.
Woodturners who have never attended the AAW Symposium should consider doing so and I believe the 2013 Symposium will be in Tampa.
Craft Supplies was a major vendor and my purchase was thru them. The staff, every one of them, are a terrific group of individuals. Friendly, knowledgeable and extremely helpful. What you read next defines them as people and a company you become devoted to as a customer.
When visiting the Powermatic display, Nick Cook, a fine, talented, highly respected and very friendly gentleman many of you know, was demo turning on the new lathe. He explained all the features of the 4224B. I was impressed. I watched him for over an hour studying how he turns and how well the lathe performed. It was obvious to Nick and Barry from Powermatic that I was lusting for the lathe and we joked about who would call my wife for approval. If you are married you understand and I struggled for quite awhile considering what approach to take. I just don’t make these kind of decisions without consulting with my wife, a wonderful woman who has put with me for 22 years. Eventually I called her, she agreed, ergo I walked over to the Craft Supplies section and Darrel Nish wrote up the sale.
It was then I learned that I would have to wait at least four weeks for the shipment to arrive. Huh? Wait? I discussed this with Nick and Barry and Nick mentioned he is waiting for his 4224B and it is serial number one. I think he was trying to soothe my obvious disappointment. They both suggested that I can take the lathe being demoed. Instead, I asked about the “other†one a few feet away on display only, unused. That was the deal maker however I had no way to transport it home and this dilemma found its way to the Craft Supplies owner Darrel, a great guy who I could sense was determined to somehow get the lathe to my home.
A brief time later Darrel came over to the Powermatic area with good news. Four of his guys and a lady were staying at a hotel near the Oakland airport, just five miles from my house. Coincidence? Darrel offered to deliver the lathe and I was ecstatic and in disbelief. Not only did they deliver the lathe, they used muscle power to get it off their trailer and 100 feet up my driveway into my garage. And then they assembled it!!! I’m embarrassed and apologize for not knowing all their names except one. Rex Burningham kindly autographed my book “Turning Pens and Pencilsâ€. My wife baked brownies and cookies for the guys and gal who admirably dealt with the surprise of delivering my lathe.
After what must have undoubtedly been an exhausting few days of traveling and working at the Symposium, they extended themselves well beyond the so called “line of duty†by making an unexpected delivery of a 948 pound lathe. When you are tired and worn out how do you find the energy for this? Surely it was not in their plans for winding down and getting some rest from the hard work necessary for the Symposium. I am so very very grateful for their effort. Thank you!
By the way, Nick Cook autographed the end of my new lathe. He also was curious to see what serial number of lathe I was buying. It is number two!!! Coincidence? I also have the distinction of being the first turner in the USA to use the new 4224B Powermatic Lathe. I did today, it is amazing, powerful, quiet, smooth and laden with features not found on other brands that I am aware of.
After the lathe was delivered I discovered the first inner cam locking wheel (there are two) of the headstock was not in place in the bed channel so the headstock could not be fully locked to the bed. I worried all evening and into the night about how I would and could manage getting the cam wheel into place by myself. The headstock is very heavy, I was at a loss. The next morning I received a call from Rex Burningham who acknowledged that he called the wrong number. But it gave me the opportunity to mention the unseated cam wheel, Rex advised a simple procedure, I followed it and all is well. Had Rex not misdialed I would still be trying to figure out what to do. Another coincidence? There are no accidents in the universe!!!
This was the best experience I have ever had purchasing anything, anytime during my 68 years of existence. Kudos to Darrel and the staff of Craft Supplies, you are all company treasures. ☺
Best Wishes to you all,
Doug Olsen
526 Lewis Avenue
San Leandro, CA 94577
Cc: Nick Cook
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