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I remember reading somewhere in the forum several complains about customer service or product quality for this or that supplier. I think it's only fair to praise the ones who go beyond the call of duty to make up for mistakes on the customer side. This was the case today with Buckle Guy. I started putting things in the cart... as always, I select whatever comes my way that even remotely ressembles what I'm looking for and make up my mind in the end by updating the shopping cart right before the check out process. This time, though, I messed up. I deleted several of the items marked before but I made a mistake on the quantity in one item... of which I realised until I got my confirmation mail. Long story short, I contacted customer service asking whether the order could be corrected and even offered to take some merchandise to avoid the hassle of a refund for the difference. Not only did they make it possible, but they modified the order themselves and here I am, with a corrected order and happily waiting for my merchandise to come home. So, kudos to Buckle Guy for an excellent service!! Efrain. P.S: TO THE ADMINS: If this post doesn't belong here or violates in anyway the policies of the forum, please let me know and I'll take it down immediately.
I am new here, and found this forum in my quest for information regarding leather sewing machines. Before I get to the point of my post, I have to thank all of the incredibly knowledgeable folks who are so generous with sharing what they know with those of us with less experience. Not only the people who have a professional interest in selling machines, but everyone who is participating on here seems willing to spend time to help people with an amazing array of questions and problems. This seems to be the basis for a good community and I look forward to participating in the future and hopefully contributing when/if I have the opportunity! I felt compelled to post this evening to let everyone know of the excellent customer service I received this week from Campbell-Randall. I placed a small order for some bonded polyester thread and solid copper rivets. I received them quickly, but discovered when I unpacked the order that one box of rivets was the incorrect type. I sent an email to Campbell-Randall explaining the error, and received a reply quickly stating that they would look into the packing error. Two days later (today), a package arrived with the correct rivets and a note thanking me for alerting them to the issue and telling me to hang onto the other box of rivets. I am extremely pleased with the response to this small matter and will be doing a lot of future business with these folks! I believe this should be the norm in customer service, but most of us have had experiences that were nothing like this, and I wanted to let Campbell-Randall know that their way of doing business is greatly appreciated.
I recently purchased a Cobra King with eps and a class 18 with eps from Cobra Steve at the Leather Machine Company. I couldn't feel better about this transaction. His dedication to making me feel at ease during the ordering process was incredible. In my lifetime I have acted as a business consultant and when it comes to customer service, he is the epitome of what I was always trying to sell my clients to employ in their business. He didn't try to sell me two machines. Instead he was willing to work with me to help me make one work as long as I was willing to make the many adjustments needed for varying thicknesses of leather and material. He could have easily pressured me, but didn't. In the end, I know my level of patience and because of that I wanted the two different machines. I also felt inclined to make the purchases simultaneously as I am in Alaska and shipping savings could prove great. He also made it worth my while in other ways, but never was their the salesman pressure one would expect from big ticket items. I believe his final words to me were, "CyLee, I promise, I'll never let you down," once I placed the order. Now fast forward a bit. I received the shipment on time. He has no ability to control all the methods of transport that a couple machines endure to find their way to the Last Frontier, but what I can say is he chose a quick expediter, and he took care to package the machine very well. The plastic was wrapped and wrapped and wrapped again to help ensure the salt water spray from the barge would not come in contract with my beautiful new masterpieces. They arrived a couple days earlier than I expected. Another testament that he made good choices in how he shipped to me. Since then we have played phone tag as I have a few questions, but mind you, it's my fault. My hours are for the the birds as my G'ma says. After a series of surgical procedures I am running quite slow on medication and bedrest, but I look longingly across my room at those Cobra machines. I did manage to start them up and test a strip of leather on each. Barring a few questions and one not so serious correction needed, I must say that I am honored to have done business with the man who REALLY knows how to do business. It's a BIG risk to buy big ticket items site unseen in Alaska if for the shipping price alone. I have no regrets. There will be many more people using Cobras in Alaska as soon as I can get out there and show people all the magic the machine and the man behind the machine can do. Kudos to his staff, too. It's been all a pleasure and so far, he has kept his word and not let me down a bit. If you are on the table as to which machine to order... go with the man. The machines are similar enough that you need to look beyond that. If the Cobra experience is good enough for an Alaskan, it's good enough for anyone for there can be no greater number of obstacles than that of getting things here. Let this be my testament to customer service that is not available in most places anymore. It's the old days kind of classy. The only negative thing I can say with deep deep frustration is I dreamt of deadly cobra snakes for three nights after ordering the machine. The mind is a mean mean machine in itself... But I finally slaughtered those snakes in my head and went to the local Tandy and bought a couple snake skins. They say if you can't join them.... kill them. Or buy them already dead!
Ok, so, just a few months ago, November of 2013 to be exact, I bought a brand new, Tippmann Boss sewing machine. Straight out of the box, using a size 200 Needle, with 277 thread, it works perfectly. I purchased the flatbed accessory, the other presser feet, and size 160 needles and 138 thread just a couple weeks ago. Using the new size 160 needle and 138 thread, it no longer makes stitches. I checked the needle alignment - the scarf spot is going where it is supposed to go. I've tried turning it a few degrees either direction, several times. The thread tensions are set up according to instructions. It misses every single stitch. So, I live in central time zone, and I call customer service. They all leave at 3pm my time. I have a full time day job. Kinda tough to talk to someone.... So I email them... 3 days later, I get the response "One thing we can try is taking some pressure off of the take up arm spring.There is a spring in the back of your machine that lifts your take up arm up you can bend this spring out and take some pressure off of it." .... literally, that's it. So, it took 3 days to tell me that I need to bend a spring to fix my problem? That seems like terrible customer service. Since when did we start bending things and breaking precision equipment in order to fix it? At any rate, I tried this method. Didn't fix it. I took the needle plate off, and watched the needle enter the shuttle bay. The little finger that catches the loop of thread on the needle, misses it. It's as if the shuttle doesn't go close enough to the needle. Thoughts?