An example of outstanding customer service- rarity these days!

[Jacqualos]

Though this might be interesting:

Recently I pulled my old Ames 2" dial indicator out of storage. Thought it would come in very handy for setting up stock in my 4 jaw chuck. It had been handed down from my Great Uncle who was a knitting machine mechanic in the USA and was probably made early post WW2.

The crystal had warped and yellowed and had even fallen out of the bezel but luckily the needle was unbent.

Thought I would Google "Ames dial indicators" and see if they even still existed and surprisingly they do. I thought I was drawing a long bow but contacted them with this picture and amazingly they can supply a replacement crystal. Obviously good design doesn't need to be changed.

They even gave me detailed instruction on how to mount the new one then said it cost $3, (yes three dollars). They then added don't worry about it just confirm your mailing address and we will mail it out free of charge.

In this day and age of disposable tools and equipment from Auto Barn, Bunnings, and Super Creep, it is refreshing to find a company that gives after sales service, especially 70 year after being sold!

I had two other similar dealings a few years ago with a defect in a Rigid flaring tool. Got a replacement without a sales docket after owning it 15 years and a Pelican Mitylite submersible torch which also was replaced no questions asked. Lifetime guarantees really do mean lifetime, and then some, to some companies.

Seems to be American companies are more willing to do this but would like to hear of other similar experiences especially here in Australia.

Cheers,

Jacques

[Gammaboy]

Lifetime guarantees really do mean lifetime, and then some, to some companies.

Seems to be American companies are more willing to do this but would like to hear of other similar experiences especially here in Australia.

Cheers,

Jacques

Sidchrome will look for any excuse to not honor their old "lifetime guarantee" - I had a 60's or 70's manufactured breaker bar that parted company at the head - they decided that it must have had a hammer applied at some point in it's life, and didn't want to know about it... (from memory the failure surface actually indicated a fatigue crack initiating from a machining defect)

of course Glenfords, who i'd asked to chase it up, had to be chased about it, and I never did hear back about the grinder spares I ordered through them - no wonder the useless pricks went belly up.

[NCArcher]

It's always nice to hear a good service story. If I needed a dial indicator I would now consider an Ames even if they were a bit more expensive.
I damaged a Kingchrome ratchet a while ago. It had a LOT of pressure applied to it via a 2m length of pipe as a handle extension.
I took it into the nearest Kingchrome dealer and showed him how the ratchet had failed. No problem he says. Just grab one off the display. No waiting, no forms, on the spot replacement.

[simonl]

Hi Jacques,

That is a similar experience to the one I had a couple of years ago. I inherited an AMES 0.0001" indicator that must be quite old. It was sticking and so I was keen to investigate if they were still around and what could be done. I found them, emailed them and they got back to me pretty quickly saying that they still made that model and had parts for it. I think they quoted me $50 for a basic clean and lube.

Very helpful. It's encouraging to see such companies that have pride in their products still exist.

Simon

[Ropetangler]

Yes Jaques, that is a great story and remarkably similar to one my late father related to me some years ago now. He could not remember the particular company involved unfortunately, but as he told it, one of his good friends who was a partner in a car dealership / general engineering business had bought the plant and machinery of another engineering business whose owner was retiring. Amongst the various machine tools and other equipment was the old owners personal hand tools. In that lot was a 1/2" drive ratchet, which although looking quite old, had a good balance and feel to it, and in time the new owner found that he preferred to use that one rather than any of the others he had. All went well for some years, till one day something broke on the old ratchet. This was pre-internet, so Bill the new owner, stripped the ratchet apart and found a worn pawl to be the main issue. The tool manufacturer had their address stamped on the ratchet as somewhere in Springfield, Illinois, U.S.A. so on spec and not really even expecting a reply, he wrote to them asking if spare parts were available for tool number xxxx.yy. At this stage he did not even know if the company was still operating, but in his letter he gave an account of how he had acquired it, and how much he had liked using it since.
You can imagine his delight when a week or two later, a small parcel was delivered with a full repair kit for the ratchet, together with a covering letter which went something like this. "Dear Mr. Chadwick, thank-you for your letter of inquiry regarding spare parts for your ratchet. You may be interested to know that your tool left our Springfield works sometime before April of 1916, and we are very pleased to hear that it is being appreciated all these years later. We keep a full range of spare parts for our tools, so please accept this complimentary repair kit and if we can be of any assistance in the future, do not hesitate to contact us again. Yours........." As Bill said to my dad, It would be hard to go past one of their tools if you get that kind of support more than 80 years later.
It was interesting to note that again it was an American Company providing outstanding support and service, and also that they had such great ergonomics in many of their bread and butter type tools. I have been fortunate to acquire a 6"Lufkin combination square, and it is like a jewel compared to my old English made 12" combination square with diecast heads. I also have the square, centre and protractor heads (but no blade unfortunately) of B&S manufacture, and they are also of great quality. I really like some of the old American tools, just as others here like their euro counterparts
Rob

[Ropetangler]

The Yanks had a flair for incorporating that special little extra in their handtools. My early 1900s Stanley planes have it, my Brown and Sharpe, Starrett and Lufkin gear has it , my old Snap-On tools have it. A quality that makes the owner cherish the tool. The Euro stuff tends to be less emotional. ( Not all of it though, I'm very fond of my 13. )

Bob.
***************

And well you should be fond of your "Euro 13" too Bob I know that I would be for sure. I agree on your other comments too, but I find it strange that the Americans have largely forgotten their magnificent tool heritage except for Starrett gear. Even old Starrett catalogues are way dearer it seems to me than those of firms such as B&S or Lufkin. It's the same story with the tools with Starrett significantly more expensive (on eBay anyway) than the Lufkin or B&S equivalents. There were so many other companies making engineering tools in the United States too, many of whom are not heard of often in this country at all. Names such as Goodell Pratt, Union Tool, Scherr Tumico and D&T all made fine tools in their day and perhaps some still make tools today.
On another note, I got the e-mail notice that you had replied to my response to Jaques OP, but when I clicked on the link, your post does not show for some reason. Is it visible to you? I'm not sure what is going on, a glitch somewhere I guess. Cheers for now,
Rob

[ailmik]

I was redoing the electronics on my homemade CNC machine about this time last year. I asked for a quote and delivery time on some Leadshine drivers from a dealer in China. The email quote came through and then I got a phone call from the dealer in China saying that they were closing down for a fortnight because of Chinese New Year. Nice bloke to talk to and very helpful. For whatever reason my email wouldn't except the billing attachment and the chap rang back wanting to know if I still wanted them as I hadn't paid the account. I explained that the account hadn't come through and he said no worries (or word to that effect) and he shipped them off without payment and said we would work it out later. So, three or four phone calls from an unknown dealer in China and parts shipped off without payment .......exceptional.

Cheers
Kim

[Chris Parks]

The Chinese are exceptional in providing good customer service, like you I have sent an email and five minutes later they are on the phone. I bought a lot of stuff from that company and it was never any different.

[BaronJ]

Though this might be interesting:

Recently I pulled my old Ames 2" dial indicator out of storage. Thought it would come in very handy for setting up stock in my 4 jaw chuck. It had been handed down from my Great Uncle who was a knitting machine mechanic in the USA and was probably made early post WW2.

The crystal had warped and yellowed and had even fallen out of the bezel but luckily the needle was unbent.

Thought I would Google "Ames dial indicators" and see if they even still existed and surprisingly they do. I thought I was drawing a long bow but contacted them with this picture and amazingly they can supply a replacement crystal. Obviously good design doesn't need to be changed.

They even gave me detailed instruction on how to mount the new one then said it cost $3, (yes three dollars). They then added don't worry about it just confirm your mailing address and we will mail it out free of charge.

In this day and age of disposable tools and equipment from Auto Barn, Bunnings, and Super Creep, it is refreshing to find a company that gives after sales service, especially 70 year after being sold!

I had two other similar dealings a few years ago with a defect in a Rigid flaring tool. Got a replacement without a sales docket after owning it 15 years and a Pelican Mitylite submersible torch which also was replaced no questions asked. Lifetime guarantees really do mean lifetime, and then some, to some companies.

Seems to be American companies are more willing to do this but would like to hear of other similar experiences especially here in Australia.

Cheers,

Jacques

Mercer did just that for me. Spares for, in my case a 1948, gauge you would think non existent. Hats off to these companies.

[JohnQ]

Picked up a Mag-lite 3 D-cell 15 mouths ago, it had no end cap. Rang the Aussie distributor just before close of business Friday.
They said it was covered by warranty & parts would be posted the following week. They arrived on the following Tuesday.

JohnQ

[jatt]

My good news story is with my Hitachi cordless grinder.

Ok its not a seventy year old piece of kit, but given what I did to it... I pushed it to the point of melting the battery terminal and the connector that mated to it inside the actual tool. Killed the switch as well.

If I hadnt pulled the battery out straight away it would have been plastic welded to the tool.

Walked in to the repairer, tryed my luck and said, "I thought this was an industrial tool". No worries fixed er up, no questions asked. One look at it and it was a no brainer that I had abused it beyond reasonable use.

Surprised they didnt tell me where to go. Probably would have been more economical to just replace, but could tell it was mine they had fixed up. Even the repair turn around time was quick.

Tool is still going well.

[nearnexus]

Well I may as well throw my story into the ring.

A few years back I bought my 1970's Waldown tool post grinder from a flea market for $100.

Stripped/cleaned the spindle bearings and wasn't sure if they were to be greased or oiled when assembled.

So I emailed the support area of Brobo Waldown Aust Pty Ltd for the answer.

Two days later the postie delivered a fat envelope with a bound copy of the TPG manual - gratis. I made a point of mentioning this act of kindness in my web write up on the old TPG.

Always try and pass on the good word for companies like that.

Cheers

Rob