PowerPro Nearly Dead Out Of Box?

[ljayscott]

First off, I'd like to thank everyone for your responses. They've been thought provoking and I've gained some valuable insights...!

Now for my update:

Calling again this morning seemed to work, somewhat. They took a note, then called back an hour later.

They've decided the control panel is bad and they are sending me a new one to replace it with... So I guess my plan of buying the PowerPro complete to avoid getting into the guts has failed.

Still, they say it'll come with a DVD to explain how to do it!

We shall see,

-- LJ

So I received a box earlier this week and opened it up expecting to find the replacement PowerPro control panel and installation DVD. But the box was empty except for coils of packing paper.

I called customer support to figure out what was going on and they said there was some confusion as to who was going to do the DIY control panel replacement and I could use the box they sent me if I wanted to send the headstock to them to do it...?

I noted that I was under the impression that the DIY option meant me, especially since they explained how I would receive the control panel and DVD in detail. So they decided they would send me the control panel and DVD, after all...

Now at the end of the week without receiving any eMail notice of it being shipped to me, I called back. I was told that before replacement panels are shipped out, they are first tested by a technician and the one who does that is on vacation until Tuesday. So I asked if that meant it wouldn't be shipped to me until Wednesday at the soonest and the customer rep agreed.

(I now wonder if they changed their mind on who was doing the control panel replacement once they realized this guy was on vacation, but never thought to let me know?)

As days are burning-up during my 90 day full refund return period, I asked when that period started: When I ordered the PowerPro (early March) or when I received it (late April). The customer rep was unsure and said she'd get back to me on that.

If based on the date of purchase, and if I'm lucky, I'll have a week to play with a working PowerPro before I have to decide if I want to keep it!

-- LJ

[beeg]

I believe that the "90 day full refund return period" starts on their ship date.

[Ed in Tampa]

My opinion for what is worth, which isn't much
I would put the headstock In the box and send it back for them to repair if you ordered the complete headstock. Yes there is some value in doing yourself, but... at this point in time with all that is happening to you over this situation I would have them make right. Then I would insist the 90 day start when you get the machine back. Any problem with that I would back out of the deal completely. You could then evaluate the whole situation and either reorder or go a different direction.

[dusty]

First of all, I would call customer service and request (in an assertive manner) to have the refund period adjusted since much of that time is being consumed by their inactivity and I assume transit time.

Then I would suggest that if the only "technician" that could do the performance verification was on leave - maybe a member of the engineering staff could fill in.

This is not the outstanding level of customer service that existed in the past.

[dickg1]

In my post "Where is Shopsmith Tech Support?" I had the impression that Tech Support was on a spring break because of a promised call was never received. Now we see another instance of inattention.
I believed that because the Power Pro was their premier product that Tech Support would leap on any problem or issue with a vengeance. Not So.
Is this an indication of something happening at the "mother ship"?
Dick

[dusty]

No, I do not see it that way. It is an indication of something "NOT HAPPENING".

This is SAD.

Then as an AFTERTHOUGHT, maybe, just maybe we don't have all the facts. We tend to do that a lot. There might be a reasonable explanation.

[ljayscott]

Wed May 17, 2017 11:45 am
Calling again this morning seemed to work, somewhat. They took a note, then called back an hour later.

They've decided the control panel is bad and they are sending me a new one to replace it with... So I guess my plan of buying the PowerPro complete to avoid getting into the guts has failed.

Still, they say it'll come with a DVD to explain how to do it!

Fri May 26, 2017 2:26 pm
So I received a box earlier this week and opened it up expecting to find the replacement PowerPro control panel and installation DVD. But the box was empty except for coils of packing paper.

I called customer support to figure out what was going on and they said there was some confusion as to who was going to do the DIY control panel replacement [...] Now at the end of the week without receiving any eMail notice of it being shipped to me, I called back. I was told that before replacement panels are shipped out, they are first tested by a technician and the one who does that is on vacation until Tuesday. So I asked if that meant it wouldn't be shipped to me until Wednesday at the soonest and the customer rep agreed. [...] As days are burning-up during my 90 day full refund return period, I asked when that period started: When I ordered the PowerPro (early March) or when I received it (late April). The customer rep was unsure and said she'd get back to me on that.

Yet another week later and I called to ask what the status was.

I was now told that the control panels have been on back order and they should have them in and my replacement shipped out by next Tuesday.

I noted she was going to call me back to affirm when the 90 Return period started, and she noted she hadn't had the "5 seconds to ask someone" about that since last week...

If the replacement control panel is not shipped out by next Tuesday, I will be returning the PowerPro headstock for a full refund and take renewed satisfaction in the original Mark V!

-- LJ

[ljayscott]

Yet another week later and I called to ask what the status was.

I was now told that the control panels have been on back order and they should have them in and my replacement shipped out by next Tuesday.

I noted she was going to call me back to affirm when the 90 Return period started, and she noted she hadn't had the "5 seconds to ask someone" about that since last week...

If the replacement control panel is not shipped out by next Tuesday, I will be returning the PowerPro headstock for a full refund and take renewed satisfaction in the original Mark V!

-- LJ

To my delight, I got home Monday afternoon to find this message on my answering machine:

https://youtu.be/Lun5SaYb1cM

So she says the delay in sending me the replacement control panel was over and they were shipping it by the end of day Monday (June 5th, 2017) and that the 90 day full refund replacement period would begin once the control panel was installed and the machine is running!

I was elated to hear this and waited for the eMail confirming shipment and providing the tracking number...

It didn't come and so Wednesday I called back asking for the tracking number of the shipment. She went to look it up and noted that it hadn't been shipped, after all. She didn't know why but would research it and call me back...

It's now Friday and I've called back again but can't get connected to the support technician handling my issue.

So clearly I should ask whoever answers for an RMA number and return the PowerPro Headstock for a full refund and slide the original Mark V headstock back on the way tubes. But I know the moment I do that, the dream PowerPro upgrade I've been pining for these past 6 years will be over. I'd hate to just return this one, get the refund, and a couple years from now try again. So once I return this, I feel that door is closed for good.

Do I wait a couple more days/weeks hoping that the replacement control panel will one day show up? Or do I call for the Return Merchandise Authorization number now?

Back in 2004 I ordered an item from another company and it was delayed and delayed and I'd call and it'd be one delay excuse after another until the end of the month and the company went bankrupt and kept my payment while never sending me what I ordered. Given what I've been going through this past month and a half, I'm starting to get the same feeling...

-- LJ

[EliWalton]

From my viewpoint, if you REALLY have your heart set on a PowerPro, then stay the course... When it all gets sorted out, this will just seem like a bad memory. (Personally, I do not see significant value in the PowerPro and would cut my losses ASAP.) Your patience will be rewarded...

73 Ely

[EliWalton]

[quote="ljayscott"[...] Back in 2004 I ordered an item from another company and it was delayed and delayed and I'd call and it'd be one delay excuse after another until the end of the month and the company went bankrupt and kept my payment while never sending me what I ordered. Given what I've been going through this past month and a half, I'm starting to get the same feeling...

-- LJ

Regarding the health of Shopsmith, I did notice the last news blog posted on the Web site is from last November... prior to that there would be a new item every 1-3 months... We all certainly hope your feeling described above is unfounded....

73 Ely