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Fred K
Fred K's picture
Norwood customer service
Have any of you been having trouble's with customer service? I needed a throttle cable and ordered it from Norwood along with a couple other small parts. I was told the cable and parts was in stock. My mill was still running but not throttling down due to a pinch in the old cable. After about 3 months I tried to get a hold of Norwood and left numerous voice and email messages, with no one returning my call. Finally after 6 months or so a lady ( Elizabeth ) contacted me to ask how my customer service was, I told her of my problem and was still waiting for my parts. She told me she would look into it. Well after about another 6 weeks I finally recieved my apparently in stock cable, but the other small water vales I ordered were not the correct ones. I emailed Norwood and Elizabeth regarding the incorrect shipment, WELL after anpther 5-6 weeks I still have not heard back from anybody at Norwood. I have had my mill for a little more than 4 years and I understand the Covid thing and all has slowed some things down but I can get odd ball stuff for an old (1970) AMC AMX car that I'm building out of the States way quicker than an in stock part out of Norwood, If I knew customer service would be that bad 4 years ago I would have bought a different type of sawmill. Then the irony Norwood sends me a survey for me to fill out regarding Norwood and thier customer service. Well needless to say that didn't work put to well for them. Anybody else having problems lately?
Bill
Bill's picture
Fred there no longer seems to be service :o(.
Fred K
Fred K's picture
Hi Bill, What's with that? your having problems as well?

fred k

Bill
Bill's picture
No Fred , but when I ordered a new clutch a yr. or so ago it took mons. to get anyone then the guy gave me bad advice obviously not really knowing what he was talking about. But there are many here who are very disappointed and not getting any action or parts for their new saws they've paid for. If I need any more parts if I can't make them I'll have them made or buy from other sources.
Fred K
Fred K's picture
That's pretty bad, I wonder what's going on with them. I'll call my salesman on Tuesday and see what I can find out. If he is still there

fred k

meklo
meklo's picture

Of course, these developments upset the users. It definitely needs to be revised. I hope the problem will be solved as soon as possible. We are constantly reading about people who have problems with customer service here. I honestly believe It's can be fixed. Feedback is very important. Necessary places must be reached. Yours truly...

allyushina
allyushina's picture

Thanks a lot
it was very interesting for me too

meklo
meklo's picture

What kind of problem did you have? Will they fix this problem? Can you unpack this a little more? Frankly, I'm curious about your crisis management skills. Trustly, man.