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GIBEN bander parts and service9/12
This is somewhat of a rant and I wanted to share my findings with giben parts dept.
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.
I read this stuff and thank my lucky stars we have Biesse machines
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.
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
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.
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.
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.
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.
Hopefully they learned something from this and are able to learn from it and become better.
Thanks for all the input guys
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.
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.