I got this machine in February and noticed the crack a few weeks later. The crack itself is understandable, the factory touch-up paint covering it is a lot less so.
P1030104.jpg P1030106 (3).jpg
Obviously, I'm pretty disappointed in the folks over in San Marino.
I'll try to condense the 7 month (and counting...) effort to get this resolved through SCM group USA. I brought the defect to their attention immediately. I expected a new bed and probably a tech to install it. Instead they wanted the machine back at which point they'd send a new one out. I explained/grumbled to them that I make my living in my shop and I'd already gotten rid of my other machines, so several weeks without a jointer or a planer was kinda a big deal for me. At which point they offered me $100 to crate the machine. I declined the offer pointing out that I'm not obligated by warranty to crate (or incur the cost of crating) the machine and after looking at the paint patch trying to hide the crack I wasn't in a charitable mood. They responded that they weren't going to switch the machines after all and would instead send me a new bed that I could install myself.
I was told to work with the service department and so I emailed Peter Lemay (head of the department) in June explaining that I would be traveling during summer and more or less out of communication but wanted to be sure the part was ordered and we were on track for when I returned in September. On June 16th he replied that the part had been requested from the factory and when he got the confirmation he'd let me know when to expect it. I never heard from Peter again. So last Monday, Sept. 14, when I returned to my shop I emailed Peter letting him know that I was back and ready for my part. I got no reply. So I emailed him again on Wednesday. No reply. So I called on Friday and talked to the service department (Peter was out) and they claimed they saw no part order for me, but would let Peter know and he would call me. Still no reply. Unfortunately, my week of emailing Peter without a response has been pretty typical throughout my dealings with SCM Group so far, lots of unreturned emails and calls.
So at this point, 7 months after I brought it to their attention, and 3 months after they said they ordered the part, I still don't even have a rough ETA on when this thing will be resolved. All in all I'd say their customer service has been pretty sub-par.
P1030104.jpg P1030106 (3).jpg
Obviously, I'm pretty disappointed in the folks over in San Marino.
I'll try to condense the 7 month (and counting...) effort to get this resolved through SCM group USA. I brought the defect to their attention immediately. I expected a new bed and probably a tech to install it. Instead they wanted the machine back at which point they'd send a new one out. I explained/grumbled to them that I make my living in my shop and I'd already gotten rid of my other machines, so several weeks without a jointer or a planer was kinda a big deal for me. At which point they offered me $100 to crate the machine. I declined the offer pointing out that I'm not obligated by warranty to crate (or incur the cost of crating) the machine and after looking at the paint patch trying to hide the crack I wasn't in a charitable mood. They responded that they weren't going to switch the machines after all and would instead send me a new bed that I could install myself.
I was told to work with the service department and so I emailed Peter Lemay (head of the department) in June explaining that I would be traveling during summer and more or less out of communication but wanted to be sure the part was ordered and we were on track for when I returned in September. On June 16th he replied that the part had been requested from the factory and when he got the confirmation he'd let me know when to expect it. I never heard from Peter again. So last Monday, Sept. 14, when I returned to my shop I emailed Peter letting him know that I was back and ready for my part. I got no reply. So I emailed him again on Wednesday. No reply. So I called on Friday and talked to the service department (Peter was out) and they claimed they saw no part order for me, but would let Peter know and he would call me. Still no reply. Unfortunately, my week of emailing Peter without a response has been pretty typical throughout my dealings with SCM Group so far, lots of unreturned emails and calls.
So at this point, 7 months after I brought it to their attention, and 3 months after they said they ordered the part, I still don't even have a rough ETA on when this thing will be resolved. All in all I'd say their customer service has been pretty sub-par.
New Minimax FS 30 with Cracked Infeed Bed
