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GIBEN bander parts and service --  0 -- 
9/12
Website: cmsdisplays.com
Hello
This is somewhat of a rant and I wanted to share my findings with giben parts dept.
We have a Giben bander 2007. This is a mid line machine with pre-mill, corner rounding etc. In the last 2 years I have tried to get parts and service info and have had nothing but trouble. I have a part I ordered back in march and still have not received it. When I call I normally have to leave a message and very rarely get a call back. I could go on and on but I think you get the message.
Service is about the same, every time I talk with a tech he tells me "oh wow that a old one, let dig into it and I will get back with you." If I do get a call back its usually of no help. Out of all the equipment we have they are by far the worse I have ever ran across for service and parts! I sure wish I would have known how the parts and service was before buying.
Oh well, live and learn!
9/12 #2: GIBEN bander parts and service ...
Open up a yelp account, and let them know your problems. Make sure to direct them to your specific account, of course being professional and above board at all times. Companies pay attention to online reviews, because they eventually filter down to the people who are considering their product.
9/12 #3: GIBEN bander parts and service ...
I read this stuff and thank my lucky stars we have Biesse machines
9/12 #4: GIBEN bander parts and service ...
I have several quite "experienced" machines from major manufacturers. Have actually had very good support for all of them. Have never had a Giben. I'll give a plug for 3 companies that have provided great support: Schelling, Weinig, Komo.
9/13 #5: GIBEN bander parts and service ...
Website: http://www.cmsrepair.com
Knick, I've contacted Giben and you can expect a resolution to this. Check your email. My apologies that the email you sent me the end of July didn't make it to me till I turned on my old computer this morning to pull up your information. I spoke with Jesse Hudson this morning. He's the new parts/service manager at Giben and will be in contact with you today. Call me if there is anything else I can do to help.~Rob
9/13 #6: GIBEN bander parts and service ...
Website: cmsdisplays.com
Hey guys,
Just heard the part is in and they sent it over nite at no charge. So that is good news I just hope I get the right one!
The problem now is its too little to late.
What I needed to fix this problem was honest communication but that never happened.
I think for the most part, I grew up when there was real customer service, and over time that seems to be slipping away.
9/13 #7: GIBEN bander parts and service ...
Its pretty sad that it took someone who knows someone to get the proper service. Any normal guy like me is sol unless someone who knows someone sees a message on a board.
9/14 #8: GIBEN bander parts and service ...
Website: Northwest Custom Cabinets, Inc.
I would like to thank Woodweb for not having pulled this post. Obviously it lead to a resolution, and it's likely no resolution would have occurred without this post. In the past Woodweb has been quick to pull these kinds of threads the moment one of their advertisers is shamed. But these are the real world, day to day issues that affect us cabinetmakers the most. For this forum to actually be a useful tool these kinds of posts need to be allowed to remain.
9/14 #9: GIBEN bander parts and service ...
Website: cmsdisplays.com
the resolution was in the works before this post am I sure it would have happened without it. To me the service and parts end of the business often gets forgot about when looking at equipment. I am sure this is not the norm at Giben and it was a extreme.
I guess for me is that I was the one that had to do all the work as far as follow up and checking on something I thought they would do.
We have all had things that turn to crap, and keeping the customer informed even if bad news is better then no news!
Hopefully they learned something from this and are able to learn from it and become better.
Thanks for all the input guys
9/16 #10: GIBEN bander parts and service ...
Website: http://www.cmsrepair.com
It's always about getting better at what we do. I was pleased to hear that a resolution was already in the works prior to any contact I had with Giben and prior to this post. This type of post is always a reminder to stay on top of customer's needs and to treat everyone in the same manner we would like to be treated.
Knick, follow through with me via email and let me know how the edgebander is running and let me know if there is anything else I can do for you.
11/13 #11: GIBEN bander parts and service ...
I have had the same type of problems with Biesse on an older machine. I needed a fitting for the auto lube. Sent me 3 that were wrong and when I brought them the fitting,they never responded because they did not know what it was. Just got put off.
I got excellent service otherwise from them so I hope it is the same for you with Giben.
I am looking at one of their CNC's now.
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