Here is the saga of poor response and is a copy of an email I sent to customer service last night (except that I corrected the Meguiar's spelling):
On July 4th, after days of weighing the benefits of various product, pads and dual action polishers, and deciding between Griot's Garage and Autogeeks, I placed an order for over $500 of product including the Flex 3401 with the Meguiar’s Micro fiber pads and various formula.
This past Saturday I tried to use the Flex for the first time and found that the spindle lock would not depress at all to allow changing the backing plate to the Meguiar's backing plate that came bundled in the kit. The button would only depress with effort about a 16th of an inch and does not lock the center spindle to allow the traditional post backing plate to be spun on (or off). It appears possible with a thin spanner wrench, but that wasn't included and frankly I own multiple angle grinders and routers and a spindle lock has always performed as named; locking the spindle and that is not the case with the Flex that I have.
I called customer service at approximately 10:00 AM and was told that they were so busy that a call back would be made shortly. At approximately 2:30 I called back since I'd not heard what to do with the Flex unit. In the interim, I applied a bit more force and now the button moves through the range of the indent, but it still does not lock the center spindle but it does lock the eccentric weight in place though that doesn't help in adding or removing from the center spindle.
On Saturday it became obvious (to me) that my unit is defective and I asked for an RMA number. I was told it would be emailed to me. It was not, even though I reverified my email address.
On Monday, I called tech support to ask if the Flex spindle lock is supposed to lock the spindle (seems obvious to me) but the rep seemed indignant that I would attempt to use the McGuire's backing plate and said the Flex backing plate was fine and never answered my question. I inquired why then did I have to pay for a bundled redundant backing plate and he said that's for other dual action polishers like the Porter Cable. I find that interesting since I spent a lot of time trying to decide which Flex bundled kit to purchase and certainly wouldn't willingly pay for a backing plate I don't need. He started to become a smart ass and ask why I needed to change any accessory on the center spindle anyway when the Flex backing plate works. His attitude indicates he clearly does not understand the concept of "customer service", I mentioned that the Edge adapter spins off the center spindle and he said Autogeek hasn't sold that for years. That might be so, but I clearly see it listed for sale and I see videos on the site so I suspect again he's less than fully informed and is making excuses for a defective product.
I reasonably expect a mechanical device that costs over $300 to perform per its specs. This isn't a $30 Harbor Freight device made in China though even Harbor Freight takes returns on defective merchandise. I do not and will not accept the arrogance and resistance of your "Customer Service" personnel to do their job. Frustrated with his arrogance and resistance I again asked for an RMA and once again per my experience with your customer service, I have not received it.
At this point I sincerely wish I would have purchased the Griot's Garage bundle (from Griot's) that had the decent detailer's bag not the Chinese made low quality unit that Flex deems worthy to place their name on. My post sale experience with your company is entirely unacceptable.
Unless you can indicate to me that I am just mistaken and had a run of exceptionally bad luck with the Flex unit and your customer service personnel, I would like to return the entire purchase less anything that I used.
I expect some effort to contact me to provide an RMA for the defective Flex and I will gladly wash my hands of contact with your firm.
As I mentioned I sent the message above yesterday, and once again no response today. I'm nearly postive with a uesful forum, helpful videos, etc. that this is an abberation, but it continues with every unsuccessful contact.
What exactly does it take to get a response and preferably an RMA? I’m stunned at the treatment I’ve received after the order. This could have been corrected with a call back indicating if the spindle lock is supposed to stop the spindle from turning or if I should have been provided a spanner wrench since the flex manaul is minimal at best in conveying useful information. Failing that, an admission the the vaunted Flex unit I received could actually be defective, and provide me with an RMA.
Thought I'd share and hopefully get this up past the communication choke point I've been running into so far. The next step after that is a letter to the founder and CEO and then we'll take it from there.
I hope your experience continues to far exceed mine.
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