During an episode of tool abuse I managed to break one of the handles on one of my 3rd Hands from FastCap. I e-mailed their contact in cust svc and asked how I could get a replacement handle and install it my self. Got an almost instant response that someone would contact me.
A few days later I got an apologetic call from a nice young lady named Leanne who was sorry she had not called sooner but she had been at the woodworking show only a couple of hours from me in Greensboro. She was ready to send me a whole item no questions asked. A few days later I got a package with some parts and new assembly.
I just wanted to share a great customer service experience with a good product. I was asking more from the tool than it had been designed for and it was my fault it broke. Two thumbs up for FastCap.
Bob
Edited 2/28/2006 9:46 pm ET by rasconc
Replies
That's good to hear- I love their tape measures, but I always take the precautionary measure of adding some epoxy to the snap-together case. That company has got some good ideas.
zak
I'd like to add my support here too. I got a brand new third hand. When I got it home I lifted it out of the back of my truck, I didn't realize that the box was opened and it slipped out. The little ball on the end broke when it hit the concrete. I called and asked how to get a new ball, and how much it would be. They sent me one for free, rather promptly I might add.
It's good to hear about the considerate operation of a business. My dealings with them have been great. Nice to know there are national companies that listen and respond.
A great place for Information, Comraderie, and a sucker punch.
Remodeling Contractor just outside the Glass City.
Quittin' Time
I believe in credit where credit is due. We get so many examples of poor service or at least not living up to our expectations (which may sometines be to high for reality).
Bob
Funny you mention this, rasconc. I snapped a handle just a couple days ago while lifting a bank of wall cabinets into place.
I am planning on just replacing the entire unit. For 35 bones, how much abuse can I expect, right? But still, I am disappointed to hear it might be a design flaw, rather than my missuse of the tool. I'd rather pay twice that for a more durable tool than plan on replacing it when it inevitably breaks.
By the way, now that you mention it, this lack of durability has been my one criticism of their tools in general. Very innovative products - I just wish they could upgrade the quality a little, I know it would be worth the extra money their tools would cost to me at least. Tipi, Tipi, Tipi!
I was asking more than I should. I was adding some joists to a deck and used it to push one up to meet another. Remember they are rated for 70 #, not 700. Sounds like you may have been over 70 also. (:-)
Bob
I had the same great service from them as well. I needed some replacement parts and expected to pay for them but instead no charge and in the mail a few days later.
I totally agree with Jimblodgett. I don't mind paying extra for a more substantially made tool. I know these poles are not bomb proof but you can't throw them in the truck so to speak. You have to have a safe home for them or you will break off those little black plastic balls, or crack a handle. All in all they are great to have. "Don't take life too seriously, you are not getting out of it alive"
Those folks at FastCap are the best!
Here is my story. I bought a laserjamb from them, kind of a specialized 3rd hand jambpost with a graduated ruler on it and a lasermount fitting. It is for my PLS2 palm laser.
We knocked the pole over, and bent the thumbwheel-with-stud that is used to lock the lasermount fitting in place, six months after first receiving the unit.
One call, no problem, part in a Fedex pouch, no charge, received by me a few days later.
Perfect!
I concur---I have 4 or 5 different things from them and like them all--Had a ball not epoxyed in one of my third hand--so the spin to fine tune wasn't working--They sent me off a threaded end with the ball---Quick, polite and they stand behind their stuff---
Makes for a top shelf outfit for me.
Mike
"Even a blind squirrel finds a nut once in a while" Mitremike c. 1990
" I reject your reality and substitute my own"
Adam Savage---Mythbusters
Ditto. Snapped handle. I heard (from them) that this was an issue that they were a little frustrated with and had been resolved, and they were pretty much replacing any 3rd hand with a busted handle, no questions asked, with the newer model. Pretty cool.
"A bore is a man who, when you ask him how he is, tells you." -Bert Taylor
I have not compared the new handle they sent but I definately was at fault with mine. Intersting pdf on their website which shows "lifetime warranty and free replacement parts". Again, hats off to someone who stands behind their product. It does not get any better than how I was treated.
http://www.fastcap.com/press/articles/3rdHandvsPowerPole.pdf