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Constabill
Constabill's picture
Poor customer service Norwood Canada

Please feel free to talk me down off the bridge if my expectations are too high.I ordered a box of 10 blades from Norwood Canada on Tuesday the 5th of Sept and as of today the 8th of Sept they have not arrived. Now I realize that this is only 3 days but I can ship a parcel across the country over night. When I placed my order I attempted to arrange to have another person pick them up for me but this was against company policy. So I opted into the $36.oo shipping and handling. When I called to check on my order I was told that it was going to the post office today. Now I won't have them until Tues or Wednesday. The dude on the other end of the phone couldn't care less to boot.

Wow is all I can say !

 

wayne busse
wayne busse's picture

I tend to run pretty close to the edge of procrastination, I'm never supprized when it bites me in the butt and I end up twiddling my thumbs. Waiting.... Waiting

btadams1
btadams1's picture

My story is about the same.  A month waiting for a small part while my pants are around my ankles.  

Constabill
Constabill's picture

The Manager Christine is going to make it right. The guy I spoke with was an idiot. He got upset because I was upset. Accused me of yelling at him. I assured him I hadn't even started yelling yet.  

rickcnc
rickcnc's picture

I generally get great Customer service from Norwood .. One minor incident a few weeks ago when I had to follow up on a shipment and it actually still hand not shipped after 10 days. I blamed this on the warehouse move.. The Customer service Rep was not sure why it hadn't shipped but assured me it would ship that day. and it did..

That said I do wish they offered other shipping options than Canada Post.  It has been my experience Norwood packages require a signature as part of the tracking process. Which means Canada post drops off a card, and I have to drive to the city to get my package.. If the card is delivered on a Friday, I don’t have access to the package unit after 1:00pm Monday..

Couple of opportunities for improvement on Norwood’s part would be..

1: Supply conformation email, indicating parts have shipped and include a tracking number.

2: A business can usually get great rates from other carriers that will delivery to your door, usually at better pricing  than Canada Post pricing for packages.. At least we do where I work.

Constabill
Constabill's picture
DaveM
DaveM's picture

I like the Norwood blades & have ordered them with no problems, but I have also ordered blades from Kasco & their service has been super.  The sales guy sent me 2 blades for evaluation & I ordered because of this.  Are they better than the Norwood blades.....can't say for sure.  Better price for sure !!

OL' Purple Pete
OL' Purple Pete's picture

Sorry to say!,Butt I click on your http site and got a south of the border site with there OVER PRICED  BLADES.Think I'll stay with Norwoods CANADA.

Constabill
Constabill's picture
OL' Purple Pete
OL' Purple Pete's picture

I bought blades from these guys must say not worth my time.

 

logbuilder
logbuilder's picture

Now I had the same problem when i ordered a box of blades in May of this year because my daughter and son in law were coming up for a visit and they were driving righr by them. I said i would prepay them so that they could just pickem up and bring them up. the day they came up and stoped in to pickup the blades and was told they couldn't get them and that they had to be paid in person or shipped out.

Well my daughter phoned me and told me what they had said, and to tell yuj I was fit to be tide especialy when as i was count on them bring them up. tTo tell you I didn't minse words with them after they took my credit card info and lead me to beleiving I would be getting them.

they said i could be someone who doesn't have a norwood sawmill .I told them one call from them of the phone number they have on record and they would know who they were talking to.

I'm still burned that they wouldn't except my prepayment IO kind of think they are in cofoots with canada post.

That's my nickle worth

Constabill
Constabill's picture

Seriously?  Who cares whether a customer is someone that doesn't have a Norwood mill ?

zehrbrox
zehrbrox's picture

I was told they wouldn't take a credit card pre payment, and have someone else pick them up for me because of fraud issues.  But they gladly took a direct bank transfer for blades and just put a note on the order of the person who would be picking them up.  all worked out fine but still seemed like a pain so i could get around thier crazy shipping prices.

Constabill
Constabill's picture

So they won't allow a third party pickup on a credit card prepaid order but they will for a bank transfer?  This makes absolutely no sense to

me.  What say you Norwood ?

eddiemac
eddiemac's picture

It's an example of policies over-riding common sense, at least in regard to a general use item like blades.  It's nice they don't offer parts service to people who own stolen sawmills, but you can buy blades anywhere (and cheaper), and I bet you may consider that in the future.

Constabill
Constabill's picture

From the Manager 

 Hi Bill,The box of 10 blades shipped on Friday through mail.  What I did is I’ve sent you a complimentary box of 5 overnight, leaving today Purolator.  Your box of 10 will deliver sometime this week.  Once again I apologize for the inconvenience.Christine

 

r.garrison1
r.garrison1's picture

yes

That goes a ways toward fixing things.

Here's my 2 cents worth.

Norwood should have a dual level order status. If you order any specific machine parts, or manual, then you need customer status verified. If the order is blades, or something non-specific, then not.

Maybe have the order software flag the item, just like the supermarket flags any order of tobacco or alcohol for age verification?

ScottS
ScottS's picture

wow this does not make me feel very good considering the first phone contact the told me I need to find my manual for 3 bolts,nuts and spacers that broke in my machine.ill follow up tomorrow again but as now the machines down and projects on hold. ill try to get Christine, she was the one that ordered my machine and was a lot of help back when it was purchased.

Scott

Hello fellas

 

 

I'm sorry to hear that you guys aren't being provided with the level of service you've become accustomed to with Norwood. We can't undo what's been done, but I can assure you that this has been discussed and is being dealt with. Nonetheless, please accept our apology for the delays and know that we're always working to better serve you all. That said,  If you ever require immediate assistance or have any issues or concerns whatsoever, please know that you can always send me a private message or an email to . I don't always catch issues on every thread so if you do have an issue and would like my assistance your best bet would be to reach out to me directly and I'll do whatever I can to work with you and help you out. No issue is too small and I'm always just a PM or email away so don't hesitate to reach out. 

 

 

Scott

We open up at 8:30 am E.S.T so you're welcome to call toll-free at 1-800-567-0404. You can also send me an email of what you're missing and I'll look into it for you and get back to you. We ask that you have your manual handy when calling just so we can assure that we're sending you the correct parts, especially with your machine being down. We've had many times in the past where we thought we were on the same page with the customer so to speak only to find out later that we weren't and ended up sending the wrong parts, and that's the last thing we want. It just makes the service call easier on everyone and assures accuracy. 

 

Enjoy what's left of your weekend

 

Best regards,

Mike at Norwood 

DaveM
DaveM's picture

Hey Gang....I have had a lot of contact w/ Norwood since I have owned my mill.  I have NEVER had any experiences like some of you have had.  Particularly, Mike @ the U.S. warehouse has been nothing but the ultimate professional as have been all the folks I have dealt with @ the Canadian facility.  Every company seems to have one employee that projects a negative aspect to customers.  Kinda like everyone's family......Uncle Peckerhead perhaps ??

Just my experience & opinion, but one could do a LOT worse than dealing with the fine folks @ Norwood.  And No....I have no obligation or relationship to Norwood.  Just giving credit where credit is deserved.

Constabill
Constabill's picture

Folks. 

 

I was pi$$ed off when this happened but rest assured Christine fixed and is committed to her customers and the Norwood product. The warehouse worker on the other hand was a complete idiot and responsible for this issue. All is good again 

wolverine
wolverine's picture

I find it annoying that a company won't sell parts without verification of ownership. I believe it is more an issue of proprietary info on there machines and not whether the machine is stolen or not. How  do they know or can prove how you came by that machine. Auction, card game, private sale trade? You don't have to prove you own the car when you buy parts for it. I would like a plausible explanation.   

 

Wolverine

DaveM
DaveM's picture

Wolverine,  I can see how some might see this as an inconvenience, but I see it as a possible way to track down a stolen machine.  Myself, knowing about this policy, I would call Norwood to inform them of the asset transfer.  I'm glad that they have this policy, but perhaps that is just me.  I have never had a bad experience with Norwood or their customer service.  Not that I have had a need to have much contact with them since I have become much more familiar with the mill as not much goes wrong with it.  But on the rare occasion I have not had a silly question, Mike @ the Buffalo warehouse & his staff have been outstanding as well as the corporate folks in Canada.

Bill
Bill's picture

Any machine acquired legitimately should take no more than a phone call to Norwood to have it registered in your name after producing the serial no. 

DaveM
DaveM's picture

Agreed.  And, if Norwood wishes, they SHOULD have the original owners information on file to contact them to verify it was not "illegally obtained".  No big deal.  A simple system of checks & balances to protect the consumer.

logbuilder
logbuilder's picture

I know time has pasted by a couple of years but I just have to say something regarding Norwood. I would have to assume that Norwood does a lot of shipping through Canada Post and could get a better deal in the postal rates like Amazon and/or offer free shipping on small orders of $200.00 or more.

For you southern cousins of ours this is what happens when we walk into our post office to mail a parcel, The first step and there is three or four of them 1. out comes the tape measure the cubic demention of the parcel, there is a price for this. 2. on the scale it goes we also have to pay for the weight. 3. they want the postal code to know where it's going to know how much to charge for that and to add insult to injury 13% TAX.I don't know how it is for you guys south of us, but our postal rates have more then tripled in the past few years

Thats is my beef

rwtravis
rwtravis's picture

I am assembling my LM29 mill, i am ready to wire in the "key" from the shut off switch, not sure where to mount it, also if this key is out the engine will not start correct.

Oldpath05
Oldpath05's picture
I think Norwood has lost some of their customer support least in the tech help side. This past Friday I called sales to upgrade my mill, after a 5 minute wait which is ok the sales person said no that cant be added to my 2011 MX34 mill, but will transfer me to tech support for varication, left message for call back, after 1 hr no call, so called tech support no answer and didn't want to leave message again, hung up and called sales.)))))))))))))))))) This time I got a women, oh great she wont no anything but asked anyways, told her the first sales person said I couldn't add power feed to my mill, she said no he was wrong but I'll check with someone here, said just wait a couple minutes, she comes back and said yes I can add that even though the MX34 is discontinued and replaced with HD36 but fits both, some of our sales support are on the new side and wasn't up to speed on all mills.))))))))))))))))))) Ok now were getting somewhere, I thought.... So ordered the power feed but problem is she said it's been on back order for months now and other customers have been waiting 4 months so could take 6 months or more for me to get it. What the hades is up with that, when I bought the MX34 Norwood mill back in 2011 they and the brochure said I could add on any feature at anytime, well nows the time and I cant add-on, to me that was their best selling point and now thats gone. So why buy a Norwood nowadays if 10 years down the road one cant upgrade, no longer a fan of Norwood..........)))))))))))))))))) The sales person at Norwood that helped me the most was Maria Cadena, if wasn't for people like her at Norwood they would fall apart now. I'm not the only one with Norwood issue from where I been on other sites..... https://www.youtube.com/watch?v=8GaUfcaGNQY https://www.youtube.com/watch?v=6eBILenenE4

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

Muriel W Ables
Muriel W Ables's picture

Wanted two months on delivery of sawmill. Three weeks waiting on missing box. Arrived and centrifugal clutch will not fit motor. Norwood answered my call when buying unit. Got the parts people once. Must have tried 10 times to call sales, service and parts to get no answer and cut off the line. Rare email response. Sad when a company cannot answer a phone call. I was in the rental business 20 years and 20 years in oil field service. Yo did not answer a phone you had no business.

Bill
Bill's picture
Must be very frustrating for you fellas, I know it would be very frustrating for me.
Bill
Bill's picture
Are you calling this no. 1-866-585-0378 or the old one ?

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