Wed 30 May, 2012
Tags: Planes, Shop, Tools, Woodworking, Workbench, Workshops
If your experience is anything like mine you are tired of the companies that intentionally avoid human contact and feedback. I curse those telephone ladders that never lead to a human voice. When a human does answer you are speaking to someone who’s English is their second language and you have no hope of understanding them.
If you are lucky enough (some call it unfortunate enough) to make it through all that, and explain your problem with the company’s product, you are likely to be sorry you ever contacted them. You are treated to onerous procedures put in place to avoid correcting the situation. Some companies are honest enough to simply say “we don’t support our product with replacements” or “the problem is of your making and we can’t support you”.
Not Lie-Nielsen. You see, Lie-Nielsen was somehow created from an old company mold; a mold I thought was broken and lost a long time ago. They talk to their customers, never fearing to meet them and listen to their feedback. In fact their factory is open to customer visits on most days (see my visit to the factory). They even have an annual Summer Open House where you can meet and talk with the entire staff including Tom Lie-Nielsen and family. And for a small fee you can enjoy a lobster bake dinner.
Not only does Lie-Nielsen talk to their customers, but they also surprise their customers with above-and-beyond support. I dropped my #5 Jack recently and broke my tote. I went to the Lie-Nielsen website to purchase a replacement. Disappointed not to see a replacement part I emailed the company. I want to share with you two emails, unedited; one that I sent to Lie-Nielsen and the return email.
Sent: Wed 5/23/2012 5:23 PM
From: Joe Zeh [firstname.lastname@example.org]
Subject: Jack Plane Tote
I dropped my #5 Jack Plane and broke the tote. Fortunately I have a wooden floor in the shop and nothing else broke. Do you sell replacement totes?
Good afternoon, Joe.
I am sorry to hear about your No. 5! Fortunately in situations like this, we can supply you with a replacement handle at no charge. I’ll have one sent out to your address today.
Lie-Nielsen didn’t simply replace my broken tote, which I freely admitted was due to my mishandling, but look at who replied, and note the cheerful and helpful voice of that reply. OK, Lie-Nielsen is not a multi-billion dollar corporation, and so you might argue that a multi-billion dollar corporation can’t afford to do these things. To that I would ask you to compare this customer’s response to Lie-Nielson in this situation to the same customer’s response to a new Grizzly G0586 8" Jointer. It is in a company’s best interest to support its customers – its peril when they don’t.
I have bought many Lie-Nielsen hand tools- and even a bench – over the years. Their trademark exceptional quality has always been present in those tools. When I told my wife about this situation she replied “Unfortunately, people need to understand that they have to buy, and pay for, quality up front instead of expecting a free replacement part for a plane they get at Wal-Mart.”. It’s true. If you buy an object based on lowest cost you will replace it numerous times over your lifetime. On the other hand, you can buy a Lie-Nielsen plane, have it for life, and pass it on to your children and them theirs. Quality is always the best, and cheapest, investment.
As I said, I have been buying Lie-Nielsen tools for some time and will continue to look first at Lie-Nielsen when again in the market. Not just because of their exceptional quality and customer consciousness, but they are Made-In-America. This is not a political site and never will be. But I sure wish our leaders would figure out what Tom Lie-Nielsen knows; it is in this country’s best interest to make real, physical things.
Lie-Nielsen, you have my respect and my business.