Had a problem adjusting rip fence on 2700XL saw stand. Emailed Rousseau Sunday night and had a personal response waiting Monday morning at work.
Support guy said we had a problem with the machining of adjustment barrels on a few – we’ll send you a new one and please send back the bad one in prepaid box!
What? I almost dropped the phone. No menus to punch (they answer on first ring), I’ll connect you to Carl, our technical advisor………no questions, no accusing suspicions about your intentions. Carl didn’t even ask for verification of purchase.
So new rip fence is in the mail and I’m still in blissful denial about the service I’ve just experienced………….it’s about time.
Replies
Carp,
I had a similar experience with Biesemeyer many years ago. I called and Bill Biesemeyer answered the phone himself! His only concern was solving my problem in the best way, for no charge. Money cannot buy marketing as good as what Biesemeyer and Rousseau do for their customers. I wish more companies understood this truth.
Bill
Rousseau has been great with their customer service, but they could save a lot of money if they were better at enclosing the right hardware and instructions with their tools. I've talked with Carl as well -- great guy.
Billy
You're right - great product that performs as expected. But the technical writers must have been sleeping when they wrote the set up manual. Fortunately, their support staff are accessible and very cooperative and informed.
Anybody with experience with Rousseau miter saw stand? Presently, I'm going with the Trojan based on online reviews.
regards
I love love love my Rousseau setup. God I've had it for about 8 years now and it looks like it's been through the wringer, because it has, but it performs as well as the day I got it. When I get my new site saw , I am throwing away any fence system of theirs and fitting it with a Rousseau.