Great Service with a RouterMaster

To set the back ground, I purchased a RouterMaster (the radial arm mechanism that takes a router) off eBay a couple of years ago, but I only recently set it up. It was still in its original box and bubble wrap so it was essentially brand new.

Used it a couple of times and it worked really well. The only problem was the dust collection. So I rang the good folks at Torque Work Centre to check if the new dust extractor / shroud would fit my old version. Keith from YAS Engineering answered the question and then started to ask about the machine that I had. After a couple of minutes, he described a number of things that could be tweaked on my old machine (turns out to be nearly 20 years old and one of the first manufactured). Keith offers to tweak the machine for me at a "fair price".

The summary so far is that I have 20 year old machine, that I bought secondhand and now the owner of the patent and original inventor is offering to tweak it as there have been some improvements to the design since it was built. I was a little taken aback by this as I have never heard of anybody offering such a high level of service on anything. (Imaging buying a 20 year old machine like a saw bench and the manufacturer offering to upgrade it !!)

I dropped the Router Master off to Keith a couple of weeks ago and picked it up this week end. I have to admit, the difference in the machine, the smoothness of operation and the overall functioning of the machine have been improved immensely. From what I though was a pretty good piece of equipment, Keith has tweaked it to make an exceptional piece of equipment. The best part is that my RouterMaster now has the same base as the new version, meaning that I can bolt it straight onto a Torque Work Centre table in the futire. And the price was more than fair !!

I think I can sum up the level of customer service by quoting Keith directly. In his own words "I made it, so I am responsible for it".

Just thought I would pass on this example of exceptional service. We often hear of poor levels of service, but I think the Gold Standard of service has now been set by Keith !!

just think if all people in the market place had a high standard in the product they sold, serviced or made - like you have just talked about, man it would be pleasure to spend your money, anyway that is great service.