Lee Valley / Veritas service

[Loco1960]

I can report another case of excellent service form Lee Valley/Veritas, going well beyond the norm.

I emailed asking about purchasing some spare rollers for the Mk2 Honing Guide and George from Veritas came back to me to see if there was a problem with the tool as I had purchased a spare some two years ago - he was concerned that they were wearing out. There wasn't a problem at all but I did describe how I damaged one and wore out the other using it in a way not intended by the manufacturer (on a linisher).

That sorted, the Customer Service dept of Lee Valley took over and I ordered two spares, dealing with Dennis Stimson. I opted for slow freight as there was no hurry but the items arrived in 4 days, Ottawa to Melbourne!

That's what I call customer service, attention and concern over their product and rapid support. Nothing short of excellent! This company deserved the support of all of us.

I am sure Mr Lee will see this; hopefully he will thank the employees personally and reinforce the excellent culture.

Regards,

Fraser

[rsser]

Terrific.

[Woodwould]

I submitted an idea to Veritas a while ago which they took up and manufactured (I would like to keep the details confidential). The whole experience was handled in a professional manner, the equal of which I haven't encountered since 'the good ol' days (thirty plus years ago when integrity and pride were endemic in businesses).

Not only were the terms and royalties customised (at Veritas' insistence) to be more favourable than I was initially lead to expect, but also unexpectedly, I was sent a large box containing several of the tools free of charge (which I have given to other forum members).

On a separate occasion, I offered feedback on one of Veritas' products, basically outlining an area where I believed an improvement could be made. I wasn't asking for, nor expecting anything, but a box arrived with some replacement parts which were definitely to my approval.

Aside from the quality of Veritas' tools, I'm convinced Lee Valley could just about trade on their customer service alone! It's quite exceptional and welcome in this day and age.

[rsser]

Impressive.

Yes, I've sent questions via email to LV and had replies overnight.

The other exemplar of service is the Tormek forum where the manager of the US importing firm provides quick and useful replies to queries.

[Vann]

I opted for slow freight as there was no hurry but the items arrived in 4 days, Ottawa to Melbourne!

My tool dollars are precious, and I hate to spend up to 50% of the value of the tool, on postage. So all my orders come 'surface'.

I'm pleased to say that twice the packages arrived within a week of confirmation of order. I don't know if I should thank Lee Valley or Canada Post.

However I just can't fault Lee Valley's fast and helpful service. A great firm to deal with.

Cheers, Vann.

[Claw Hama]

This story just keeps going, as it should. "People" and a company which is more "people" with pride in their work and must love what they make and do.

[AlexS]

Yep, this is typical of Lee Valley's service. Absolutely A1.

[wolften]

...and I'll way in with my $0.02.
I hope and wish a few of the Aussie companies sit up and take note.

[rsser]

Well, I have had excellent service from Aussie companies too. Eg. a graphic design company that sent me two acrylic squares, by courier, to make router bases from, for no charge.

[Claw Hama]

My latest good experience wasn't quite that good but I ordered a small brimed felt hat to wear in the workshop (haven't got the hair I used to have), ordered off the net late Friday afternoon, got a conf email then a dispatch email and I had the hat before 8.00 am Monday morning. Not too shaby, hat is great, correct size and quality seems excellent for the money. Hatworld Aust.

[Woodwould]

My latest good experience wasn't quite that good but I ordered a small brimed felt hat to wear in the workshop (haven't got the hair I used to have), ordered off the net late Friday afternoon, got a conf email then a dispatch email and I had the hat before 8.00 am Monday morning. Not too shaby, hat is great, correct size and quality seems excellent for the money. Hatworld Aust.

You don't wear a paper hat in the shed? Anyone watching Dicken's Little Dorrit on the ABC over the past few weeks would have seen several correctly attired workers wearing folded paper hats.

[Claw Hama]

Felt Woodwould!! paper won't keep my head warm. A Trillby, the beany was too hot, the peak cap seemed to shade my eyes too much, my Akubra was just too big and in the way so a Trillby was in order.

[Woodwould]

Felt Woodwould!! paper won't keep my head warm. A Trillby, the beany was too hot, the peak cap seemed to shade my eyes too much, my Akubra was just too big and in the way so a Trillby was in order.

Paper will keep your head very warm. You just add or subtract sheets of paper until it's comfortable.

[Claw Hama]

And you know this from sleeping on park benches WW Yes I used to slip newspapers down my cloths when riding my motor bike years ago but paper hats arn't such a good look in the workshop. I have an image to uphold Woodwould

[jimbur]

Oh you poor follicly disadvantaged folk. I just let my hair grow longer in winter and crop it shorter in summer.
Cheers,
Jim