Good Customer Service

[TMan]

I was using a Rotozip ZM5 for cutting off the bottom of some molding in the study in preparation for installing hardwood flooring.

Things went along well for awhile, but then the tool starting loosing power. With any kind of pressure it would stall.

After removing my ear-plugs, I discovered that the saw blade was stopping, but the tool was still running. The gears inside the ZM5 were bad.

I called Rotozip support and got a woman. But, she spoke perfect English. I explained the problem, and she told me she would have UPS pick up the tool in a day or two and then after she received it she would send out another tool.

Was I sure that was the problem? I sat the phone down next to the saw, and ran it.

She said: I'm sending you a new one UPS next day air, it will be there before 10AM tomorrow morning.

Now that is real customer service.

It came and the paperwork had the Dremel logo on it. I thought Rotozip was a competitior of Dremel. Wrong again.

[MLB]

I have 2 dremels. The older one has a worn bearing, but is still useful now and then. Glad to hear about the exceptional customer service.

[TMan]

Interesting that UPS picked up the bad one yesterday. I suspected because of their quick shipment to me was because they knew these things were prone to failure. She told me on the phone that they would just end up throwing out the old one. So why pay UPS to pick it up and ship it to them? Seems like a little flaw in their system.

Now granted, if this was the first time they ever heard of a failure in the ZM-5 then I would understand why they would want it back, but then why were they so quick in sending me one. Unless they just wanted to have the best customer service in the world.

I forgot to look on the box to see where it was made. I know, you are thinking China, but it could be Taiwan or Vietnam etc.

[blueglass]

I have had my Dremel tool around 35 years now and boy has it done a lot of work over the years. Its still a excellent machine to me. I strongely suspect its well worth having the bearings replaced in it as they are very well built tools. I doubt I can replace it for the cost of the repair.

[MLB]

Amazon did the same thing when we broke our Kindle. They sent a new one, and a label to return the broken one. I doubt they fixed it. Just to keep us honest I'd imagine. Can't be sending out new stuff just for the asking if the old one isn't really broken.