Nate F. on tue 12 apr 05
Hi,
I am new to the list and I had to share my experience with Shimpo. I bought a VL-Whisper 2
months ago and I love it! My problem is that I was moving it over to clean and the pedal fell off the
table and snapped the connection to the wheel. I know that I should have been more careful
moving it but hay a wheel is durable right. I have moved all of my other wheels with no problem.
Anyway back to the service issue. I called Shimpo and ask how to get my wheel fixed. The dealer
told me that I bought it from that this should be a covered problem. So when I told the guy at
Shimpo that I needed to get my wheel fixed and ask if the warranty would cover it the guy said
very rudely why would we cover it you broke it and its your problem and quoted me a price for the
part. I have no problem paying for a part but when I said that the connection had snapped into
and before I even told him how it happened he said oh you put tension on the connection and you
cant do that. It was like I was the 1000th person to call with the same problem. If this is a
common problem why would it not be a warranty covered issue. I would think that a design issue
would be covered.
Does anyone remove the pedal from his or her wheels to move it over to clean the floor? I would
think that this is a normal thing in any studio. Has anyone else had this problem?
Thanks
Nate
Gayle Bair on tue 12 apr 05
#1 Yikes.... someone should call Shimpo, tell them this
story and let them know it's being broadcast to over 3000
potters. There's no excuse for an employee to behave like that!
If there is an issue they should address it and fix it.
I recall Axner had issues with packaging and cords when they first came out
with their new wheel. My purchase of one of them was influenced by how they
addressed the problems.
#2 My wheel in my Tucson studio is an ancient Shimpo (gotta be about 40 yrs
old)is wonderful and runs like a dream. I bought it for $200 and only
replaced the belt as it was thump/thumping from someone leaving the pedal in
an on position. I love it and since it looks like a prop from Star Wars I
call it R2D2.
#3 Regarding the pedal I always place it inside the splash pan before moving
it. If the splash pan is messy just put it in a plastic bag or some such.
Gayle Bair - got another WA show rejection today.....
One in which I was a best seller for the past 3 years......
I suspect local politics but this is yet another sign
that it's time for a change of operation and venue.
I would love to stick out a shingle but am in a neighborhood
with covenants up the yin-yang!
-----Original Message-----
From: Nate F.
Hi,
I am new to the list and I had to share my experience with Shimpo. I bought
a VL-Whisper 2
months ago and I love it! My problem is that I was moving it over to clean
and the pedal fell off the
table and snapped the connection to the wheel. I know that I should have
been more careful
moving it but hay a wheel is durable right. I have moved all of my other
wheels with no problem.
Anyway back to the service issue. I called Shimpo and ask how to get my
wheel fixed. The dealer
told me that I bought it from that this should be a covered problem. So when
I told the guy at
Shimpo that I needed to get my wheel fixed and ask if the warranty would
cover it the guy said
very rudely why would we cover it you broke it and its your problem and
quoted me a price for the
part. I have no problem paying for a part but when I said that the
connection had snapped into
and before I even told him how it happened he said oh you put tension on the
connection and you
cant do that. It was like I was the 1000th person to call with the same
problem. If this is a
common problem why would it not be a warranty covered issue. I would think
that a design issue
would be covered.
Does anyone remove the pedal from his or her wheels to move it over to clean
the floor? I would
think that this is a normal thing in any studio. Has anyone else had this
problem?
Thanks
Nate
Jennifer Boyer on thu 14 apr 05
Oooh, Let's not over react here. Every situation is different. I've had
2 occasions to deal with Shimpo Tech support and they were very good at
hand holding while they directed me on how to fix my pedal problem.
They were also very prompt in returning calls.
I think it would be a mistake to go on the Clayart War Path based on a
report of one incident. The power of Clayart is in the numbers, and I
could see encouraging some sort of reaction from members if there was a
pattern of bad service reported over time....I'd say give Shimpo the
benefit of the doubt this time ....Nate did admit that he broke his
pedal. It seems like a flukey kind of thing, since the pedal would have
had to fall hard onto the end where the wire comes out of the pedal.
The customer support person may have been having a bad day.....Let's
just keep track of other peoples' experience for awhile.....
Jennifer
On Apr 13, 2005, at 6:37 PM, Zuzupetal wrote:
> I bought a Shimpo VL Whisper two weeks ago and love it. I am disturbed
> to hear of the poor response of the customer service representative. I
> agree that Shimpo should learn that a huge portion of their sales base
> is hearing about their bad behavior. I would forward it along but it's
> not my story to take up. Plus I deleted the message. I can't recall
> who made the original post, but if he wants to email it to me, I'll go
> on the diplomatic warpath--only of course with the blessing of folks
> here.
>
> Victoria Cherney
> Montpelier, VT
>
>
>> From: Nate F.
>>
>> Hi,
>>
>> I am new to the list and I had to share my experience with Shimpo. I
>> bought
>> a VL-Whisper 2
>> months ago and I love it! My problem is that I was moving it over to
>> clean
>> and the pedal fell off the
>> table and snapped the connection to the wheel. I know that I should
>> have
>> been more careful
>> moving it but hay a wheel is durable right. I have moved all of my
>> other
>> wheels with no problem.
>> Anyway back to the service issue. I called Shimpo and ask how to get
>> my
>> wheel fixed. The dealer
>> told me that I bought it from that this should be a covered problem.
>> So when
>> I told the guy at
>> Shimpo that I needed to get my wheel fixed and ask if the warranty
>> would
>> cover it the guy said
>> very rudely why would we cover it you broke it and its your problem
>> and
>> quoted me a price for the
>> part. I have no problem paying for a part but when I said that the
>> connection had snapped into
>> and before I even told him how it happened he said oh you put tension
>> on the
>> connection and you
>> cant do that. It was like I was the 1000th person to call with the
>> same
>> problem. If this is a
>> common problem why would it not be a warranty covered issue. I would
>> think
>> that a design issue
>> would be covered.
>>
>> Thanks
>> Nate
>>
>> ______________________________________________________________________
>> _
>> _______
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>>
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>>
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>> melpots@pclink.com.
>>
>
> _______________________________________________________________________
> _______
> Send postings to clayart@lsv.ceramics.org
>
> You may look at the archives for the list or change your subscription
> settings from http://www.ceramics.org/clayart/
>
> Moderator of the list is Mel Jacobson who may be reached at
> melpots@pclink.com.
>
>
************************
Jennifer Boyer
Thistle Hill Pottery
Montpelier, VT
http://thistlehillpottery.com
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