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Moltroub
Moltroub's picture
Communication issues with Norwood Customer Service
I’m wondering if anyone else is having issues with Norwood Customer Service. I ordered and paid for some ceramic blocks and blades on 5/4/2021 and a gentleman, Michael, did reply to a few inquires. I asked if the ceramics could be sent and I could wait for the new blades. He shared that it if I did that, the order for blades would go back to the bottoms of the list and I would have to pay separate shipping costs. So all I’m getting is computerized responses now that they haven’t forgotten me. I’ve asked and received no reply on when I can expect shipment. Realizing steel is at a premium and the steel industry is behind for a variety of reasons, I just wanted to know . When I purchased the HD-36, customer service was excellent. Does anyone know or have speculations on what is going on?
eddiemac
eddiemac's picture
Judging from the complaints, answers, and comments that get past all the spammers on this forum, everyone needing something from Norwood is having problems. Customer service, apparently, has a low priority to the management of the company. Instead, they are reportedly focusing on manufacturing in the face of crushing orders and supplier bottlenecks. I sympathize with their predicament, but think it counter-productive to not hire people to answer the phone. This leaves all of us to speculate, and worry about our investment. (The abysmal state of this forum leads me to wonder if it's not intentional neglect so that nobody will be aware of the current state of customer dissatisfaction. Useless speculation - they could probably find an unpaid volunteer to moderate the forum and over-ride all the spam if they wanted).
kirk
kirk's picture
Still waiting on my 4 extension I ordered thru Northern tool company because of the new parts web site can not find it. But it's every where waiting on my BMS250 sharpener from woodmizer Orderd April 6 2021 still waiting.
steamer
steamer's picture

Cutting 20 ft log on HD36

Steamer

steamer
steamer's picture

I meant to say
I asked customer service to sell me an HD36 with hydraulics that I could cut a 20 ft log on.
The rep said I should buy an etra 4ft extension and two 2ft extensions.
However the second extension would get in the way of the hydraulic controls on the hitch end.
Can the hydraulic controls be dismounted to add the second 2ft extension?
Does the pump itself get in the way?

Steamer

Moltroub
Moltroub's picture
Not surprisingly, no one in the higher ranks called me yesterday as requested. I called them. After nine minutes a very nice woman in customer service answered, I told her the story, gave her my phone number and quick as lightening she had my order up in front of her, She was surprised it had not shipped. She promised she had sent an inquiry to their warehouse and would reply to me today with some type of answer. She did share that they have a shortage of employees in the warehouse and that may be the problem. She did apologize several times and I explained she wasn’t in control of shipping nor materials so she is not to blame. I believe that attitude really helped her want to help, I certainly hope so. And I do hope she gets back to me today. I also know that in our small county of about 150,000 there are more help wanted signs up than there have ever been. The majority went up with the second incentive check the government gave out. I think there’s a correlation between the two quite frankly. One guy just left a welding job after working for that company for about a year to stuff cushions at $23/hr. Even fast food joints are giving upwards of $1,000 for a sign on bonus and they can’t get employees. I have also been reading on here that there is a better way than the ceramic guides with Cook’s roller guides. I don’t have a welder, nor do I know anyone with a welder. Is there a way to put those on without welding, in case I need to cancel my order with Norwood? Another thing I read is that Norwood was under new ownership. I looked it up and Ashlynn Dale is still the President of Norwood. She’s been working there since 2000 and it took a little time for her father to be able to hand over the reigns as the 2013 article quotes. I purchased mine about 4 ½ years ago and 2 brain surgeries. I had zero issues ordering it and having the many boxes delivered back then. Steamer: As for bed extensions, my hydraulic controls are on the hitch end. I did see where they were changing the design. I haven’t looked at the new model. But I started with a 2’, put all the 4’ on then ended with a 2’. The only thing I had to be mindful of was putting the axle in the proper place. The extra 2’ holds the hydraulics controls, I can’t imagine why they would get in the way. You might want to call sales and ask again. I highly recommend Dean or Roxanne in Sales who are both still working there. I seem to recall something about the extra length, it may have been for towing, I can’t remember.
steamer
steamer's picture

Thanks Moltroub
I have ordered one 4ft extension one 2ft extenson.
The guy at technical service said the hydraulic controls are higher than the guides so a 2ft extension one the tow end wouldnt work.
i was toying with the idea of unbolting the controls and the pump if necessary and operating then on the ground so I could add another 2ft extension and cut a 20 ft log should somebody want that size of a beam.
Her also said if I added another 4ft section instead I would have to take it apart to tow the traler.
steam on

Steamer

eddiemac
eddiemac's picture
My mill has 16' capacity, but I have cut up to 4' longer beams on occasion. It's not very easy, but possible, and requires sawing to 16', cutting off the slab portion at 16', carefully repositioning the log further on down, and sawing the end. Then you rotate and repeat as needed. I was persuaded to do this by a customer and was up for the challenge. Good logs longer than 16' are rare where I live.
harwester
harwester's picture

Chainsaw Chain Direction Really cool job. I found it on Google. You must check it.

babaloui
babaloui's picture

I ordered a complete trailer package for my LM-29 in March of 2021 which included several options and have received nothing but notifications like "We haven't forgotten you......etc." Well, thanks for the sentiment but I honestly believe they HAVE forgotten me!! No one replies to email, No one answers the phone and when they do it eventually rolls over and drops off disconnecting. This isn't poor customer service it customer neglect. The reason I ordered the trailer package was to add an extra layer of flatness/stability to my saw and increase my production during a time when 2x4s are selling for $8.00/ea. By the time Norwood delivers, the prices will be back down. In the meantime, I've got logs stacked head high in anticipation of getting this kit. I understand there are problems, everyone has them. However, I have placed other equipment orders with another Canadian company that build much more complex CNC router machines who have similar supply/labor issues but at least they provided an estimated delivery date. How difficult can that be??

countryboymike
countryboymike's picture
Yes, NO communication from Norwood. Lines all go to recording. All departments! Left messages and no response. Email and no response. Posted on the forum, no response. Circuit boards on my controls are not functioning. Only help I got was use a hair dryer. daaaaaa, come on. Tried that before I called trouble shooting. I know the issue. Need the boards. A great mill with NO service=piece of junk. The bad PR that they are generating will NOT help with positive referral's!!!!!!!!! Are any of you having issues? I do not want to hear excuses when i see them at the Paul Bunyon show, in Ohio, this Oct.
dable56
dable56's picture

Does Norwood produce any of their components themselves or are they entirely at the mercy of every subcontractor that has slowed delivery to less than a crawl. Maybe this is why they are hiding behind voice mail and delayed responses.

countryboymike
countryboymike's picture
Finally, nice lady answered my call. That was wed about 4:25 and they close at four thirty. She took all my info and promised that i would get a response from the tech people in 24-48 hours. Are half way there and i am waiting patiently. She did say that they do NOT have the computer boards that are damaged in my mill. So, I have a fully loaded HD36 and Not functioning electronic .control board. The saw head will NOT function. Can t do manual on an Auto mill. Waiting to see if and when i get a response. I was promised one. Keep your fingers crossed. There is a solution.............lets see if They give me one. P.s I sawed lumber last night and tonight. AND still waiting for a solution from the tech people. Oh, my mill is running fine. If any of you have an issue.........let me know and i will share what to do AS I WAIT FOR A SOLUTION FROM NORWOOD.
JakeBear
JakeBear's picture

Hey..you guys gotta establish email contacts..You got to reply to all auto emails sent to you.. usually that is the [email protected] email..Put "help..serious order issues" in the subject..and include your phone number in your email..Once done someone in customer service will call you and you will get their direct name and extension number for all future communications...and answer your darn phone to all calls...if that's a problem then get acquainted with the New York state area codes..All I have left to say is it worked for me..dont give up there's only a few thousand trying to reach them every workday..

captcraignc
captcraignc's picture

It seems quite a few folks have been let down by Norwood, including me & my partner. For what it's worth here's a couple of addresses for Sales/CS personnel that might be of some help - Stephen Jones & Trevor Greenhalgh . I can't say they did a great job for us, but it's a damn sight better than calling.

fred1966
fred1966's picture
I just bought a LM30 I had to wait 14 weeks to get it, now I'm missing parts , no one answering the phone, no one answering my emails not a great way to start out. If I can get my money back they can have the mill. They won't have to worry about manufacturing if they don't look after the customers they have. A happy customer is good for PR a upset customer may hurt their sales. I FEEL AS THOUGH I MADE A REALLY BAD CHOICE $7000 WASTED Norwood Industries Inc.: Sales Order #SO10071042
JakeBear
JakeBear's picture

Try this lady..

Donna Pirone

1-800-567-0404 Extension 2223

,.and be polite

Oldpath05
Oldpath05's picture
When I first bought my MX34 back in 2011, contact was quick, service was great and delivery was fast, fast forward December 2020, contact was dicey, service was going down hill, delivery is still non existent. Now after 8 freeken long months and several phone calls I'm still waiting for a $3000.00 power feed for my mill thats all paid for. I'm going to call again this Friday, theres absolutely no excuse for waiting this long, wish I never heard Norwood, I'm disgusted with them.........

John 6:68 Then Simon Peter answered him, Lord, to whom shall we go? thou hast the words of eternal life.

fred1966
fred1966's picture
I took Jakebears advice and emailed Donna she called me about a day later. She was nice and knowledgeable, she located most of my missing parts and sent them to me promptly. We talked a bit and she did not disagree that there service is less than it was. She explained most of the trouble is due to covid not being able to source stuff and hard to train staff with 6 foot rule. I know this sucks but all company's are going through this. I know this does not help you, but you might give her a try she will do what she can for you. For me just to be acknowledged made me feel better. I honestly thought I was being ghosted, not the case.
Bill
Bill's picture
I can certainly empathize with you Oldpath05 they've gone to hell in a hand basket.
Tooleman
Tooleman's picture

Not sure if this e-mail address will help , , Ashlynne Dale according to my search ,owner and CEO. Have tried multiple times to contact without success. Very disappointing.

Tooleman

fred1966
fred1966's picture
This is the email for the lady that helped me (Donna Pirone [email protected]). She is an employee not an owner but she got things rolling for me. I hope you get things rolling soon , I know how frustrating it is.
countryboymike
countryboymike's picture
Total disgust with Norwood service response. There are NO excuses now. I spent over $20,000 for my Mill. It works great. Service SUCKs. That is the polite response. Treavor was no help..he wanted me to buy a 2000+ upgrade. All i need is a 119 dollar part....... Promises of return calls in 12-24 hours is a joke. Been there and done that several times since 4th of July. When i bought the mill 4 yrs ago service was fantastic. I rate them F- now. They are (according to the internet.) open 8-8. Not true, just rolls over or they want u to leave a message or email...........have done that and NO response. I did research on Norwood. The forum is a joke, am sure is not moderated. Mike at Norwood left the company several years ago. More research on the Forestry Forum under the norwood section. Mike at norwood listed............again he does NOT work there now. Norwood is a sponser on the forum and is not paying their dues. Imagine that. I recommend the Forestry form. No spam. Most posts on Norwood are old ones. Lots more information on that site.
countryboymike
countryboymike's picture
Oldpath05
Oldpath05's picture
I emailed [email protected] last Friday as suggested above about my power feed upgrade, she replied and said I should get shipping details in about two weeks, she said if I dont to contact her again, I WILL.........

John 6:68 Then Simon Peter answered him, Lord, to whom shall we go? thou hast the words of eternal life.

JakeBear
JakeBear's picture

She came through for me..

Another good service rep is Annetta at ext [email protected]

These ladies get it done...and for registration its [email protected]

MarkT
MarkT's picture

Wow Im a bit disapointed with this Norwood bunch, after reading some of the communication problems, i a ordered a new mill a couple of weeks ago and have sent several emails trying to get order to show on my account, gotten no responces, now Im thinking I may never get one, thinking of staying on phone to cancel my order and going elseware.

countryboymike
countryboymike's picture
I just ordered the ceramic guide replacement parts for my HD36. Email stated working on it. Will see. Get on facebook Norwoodsawmills and see if a lady on there answers you. Lot of positive comments about her. Jury is still out. The OWNER needs to come clean and tell us if there is a problem and do so immediately. The saw mill is and excellent machine. Service 4 yrs ago was fantastic. Now i wonder. I DID not buy Wood Mizer. it was 2nd on my list. Not sure what to tell u. Are other manufacturers having issues too? Band saw blades are not existent with any of the companies i checked with. Long delays, Cooks, WoodMizer, Timberking etc. all are waiting list. Let me know what u do....... Go to Forestry Forum. A great site. Norwoods forum sucks. SPAM and no moderator.
JakeBear
JakeBear's picture

MarkT..i ordered in January and took delivery in April...the hd36 never did show up on my account during that time...I was however able to get an update on the order monthly...If you ordered over the phone with a salesman I'd be calling them up and leaving a message daily....two weeks out is nothing though but you may want to make a change on your order or something which is understandable...To this day my mill is not listed on my accounts purchase history but it is listed as registered..

jiuer7845
jiuer7845's picture
Oldpath05
Oldpath05's picture
Looks like something is finally happening to my (power feed) order after several emails. My last email on Oct 5th got a hold of this person>>>>Annetta Robinson ( Oct 8, 2021, to me, customerservice "I am looking into this for you. I will let you know ASAP on an ETA Annetta") Then later that same day at night I get this...... ((((Great news! A new shipment IF26201 was sent for your order Shipment details: Item / Part Description Quantity Shipped HD36-5000-BOX #3 Power Sawhead Box #3 (HD's) LM34-PSH-5020 Power Feed - Chain Kit for 4-ft extension (RC35 x 4ft tsubaki c/w connect link))))))) Then UPS sent email today for delivery tomorrow from Norwood, fingers crossed with three hail Mary's...........

John 6:68 Then Simon Peter answered him, Lord, to whom shall we go? thou hast the words of eternal life.

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