- Joined
- Oct 6, 2010
- Messages
- 699
I thought I had posted this before but do not see it anywhere so here it is again.
It seems that human nature is to complain when things go poorly and not say much when things go well. Going against the normal I must say something positive about an employee in the Jet Tools tech support group. Recently had a chance to see what positive technical support could be like and I have to say it was a very good experience.
The Story:
I wanted to order an extra shear pin for a Jet lathe project I am working on. The hardcopy parts book I got with the lathe appeared to be in error. I called Jet Tools and got a nice lady named Mary on the phone. I explained my part number concerns and my desire for a spare shear pin. She knew exactly what the parts were that I was talking about and emailed me an electronic copy of the manual in their data base (not listed on their website) so I could see what she was seeing. She then walked out to their distribution warehouse losing our phone connection on the way out. She called back and reported there were three different pins under one part number in the same storage bin. Using the description of the one OEM shear pin that I had removed from another Jet lathe of same model (original pin as-shipped from factory), she researched it and gave me a part number to order. She reported that it appeared a material change to the pin had been made at some point but dimensions and style were the same.
I ordered spares and picked them up at the warehouse the next morning. This will allow me to get the lathe back together and save the OEM shear pin for later. I was afraid that I will screw up learning to use the machine and would be without a spare pin. More about my concern with the shear pin design changes later!
It was a pleasant surprise that Jet's employee took the extra effort when in today’s world many employees just take the easy way out to get you off the phone.
Benny
It seems that human nature is to complain when things go poorly and not say much when things go well. Going against the normal I must say something positive about an employee in the Jet Tools tech support group. Recently had a chance to see what positive technical support could be like and I have to say it was a very good experience.
The Story:
I wanted to order an extra shear pin for a Jet lathe project I am working on. The hardcopy parts book I got with the lathe appeared to be in error. I called Jet Tools and got a nice lady named Mary on the phone. I explained my part number concerns and my desire for a spare shear pin. She knew exactly what the parts were that I was talking about and emailed me an electronic copy of the manual in their data base (not listed on their website) so I could see what she was seeing. She then walked out to their distribution warehouse losing our phone connection on the way out. She called back and reported there were three different pins under one part number in the same storage bin. Using the description of the one OEM shear pin that I had removed from another Jet lathe of same model (original pin as-shipped from factory), she researched it and gave me a part number to order. She reported that it appeared a material change to the pin had been made at some point but dimensions and style were the same.
I ordered spares and picked them up at the warehouse the next morning. This will allow me to get the lathe back together and save the OEM shear pin for later. I was afraid that I will screw up learning to use the machine and would be without a spare pin. More about my concern with the shear pin design changes later!
It was a pleasant surprise that Jet's employee took the extra effort when in today’s world many employees just take the easy way out to get you off the phone.
Benny
