Well looks like I really did it :(

Mr. Clean WA said:
It's totally silly that this would impact anyone's purchase of any GG product for not keeping a spare part around for something they only stock on their shelves, not service, is made by someone else, and was broken due to neglect.
Like all other companies, the items that are sent back to them are either destroyed, recycled, or sent back to the manufacturer t obe refurbished and sold.
Why not call the company that actually manufactures the tool?
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:iagree:
 
Mr. Clean WA said:
It's totally silly that this would impact anyone's purchase of any GG product for not keeping a spare part around for something they only stock on their shelves, not service, is made by someone else, and was broken due to neglect.
Like all other companies, the items that are sent back to them are either destroyed, recycled, or sent back to the manufacturer t obe refurbished and sold.
Why not call the company that actually manufactures the tool?
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How is it totally "silly"
Every other manufacturer can back up their products, except this one? I don't understand what you're trying to say. If they don't have the parts they should specifically state on their site "We cannot fix or repair items if neglected, because we cannot get parts."

Life time warranty or not I would have immediately taken this Polisher off my list....and it's not like I need a crucial piece....it's just a simple black plastic housing.
 
I agree that it's not silly.......regardless of who manufactures them and regardless of whether or not the machine was broken due to neglect........Griot's needs to stand by the customers and offer more than just a big ol' sack of sorries. I don't see a reason they can't get their hands on a simple part.
 
Ok..I'm sorry, but everyone who thinks that Griots as a purchaser, brander, and reseller of this companies Polisher that they could not just call up and ask for a piece than I'm sorry. It's a bit ridiculous that if you're selling a mass produced Polisher to a large amount of people, there are going to be mishaps at one point or another. You guys are telling me that you truly don't believe someone from Griots couldn't have called their supplier and explained the situation? It's such a simple and cheap fix. In my opinion they just didn't want to deal with the situation. Regardless what, I personally own a Business and I can always call up the manufacturer and tell them I need a piece, so I'd truly like to know whats so different about this. Regardless if it's made in China, Korea, India etc...who cares? They obviously have a sales rep at Griots and one at the original manufacturer...So why cant they communicate to resolve a situation....Glad to know I have to watch my 3 inch polisher like a 35carat diamond...because if that ever breaks I'd have to shell out $90.00 for a new one. All buyers beware...Griots does not offer ANY replacement parts, but with a PC you can basically buy every single screw, housing.....ANYTHING. Hell if you were into it, I'm sure you could build your own PC. Griots has to get their supplier straight because it's just a tad bit ridiculous that a $5 piece breaks and you have to replace the whole thing...I don't know how any of you disagree with this.
 
What business do you own? What parts do you need service and where are they sourced from?
Personally I probably would have tried to have the part replaced and if it didn't pan out, I'd duct tape it. After all, I broke it. I certainly wouldn't hold it against them. Also, the product is considerably less than what I paid for my Meguiars DA polisher 5 years ago so maybe the offset is that at a reduced cost, you have less repair options...
On a side note, I just spoke with Heidi at Griot's and she seemed very willing to help but needed to talk to her returns department and will give me a call back on my cell. I'll let you know what she says. Perhaps I'll catch more flies with honey than other people will with the alternative.
 
Mr. Clean WA said:
What business do you own? What parts do you need service and where are they sourced from?
Personally I probably would have tried to have the part replaced and if it didn't pan out, I'd duct tape it. After all, I broke it. I certainly wouldn't hold it against them. Also, the product is considerably less than what I paid for my Meguiars DA polisher 5 years ago so maybe the offset is that at a reduced cost, you have less repair options...
On a side note, I just spoke with Heidi at Griot's and she seemed very willing to help but needed to talk to her returns department and will give me a call back on my cell. I'll let you know what she says. Perhaps I'll catch more flies with honey than other people will with the alternative.
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Soda and Beer distributor. We have two hi lows as well. If a company sends us out a Beer Imported from Mexico half filled, we can return it to the company that imports it to us for an exchange...Not the same concept, but similar enough.

Also if a hi low lift breaks...does the company say you need to buy a whole new one? No they give us a replacement part. I appreciate you approaching Griots, and I'm not trying to start a fight here, but every company I've EVER dealt with would have handled this situation differently.

even better....If we incorrectly handle a case of beer, we can return the bottles as long as we can prove they were broken and not opened then broken.
 
07 z-oh-6 said:
I gurantee you Griot's has physically nothing to do with these machines production other than pay the company that makes them and have their name stamped on them. They're here to take your order, your money, and send you the unit. I highly doubt they canabalize the machines. They probably send the defective ones back to the far east, have them fixed, then sell
them again. I'm not saying this is right, I'm just explaining my thoughts behind the situation.
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You are probably correct. From my perspective, this is what separates the good companies from the not-so-good. The good companies somehow find ways to keep their customers happy after the sale.

Will this issue that JonM is experiencing influence my purchase of a ROP? Absolutlely. Should it influence my purchase? In my opinion, yes. When I buy a product, I consider the quality and performance, as well as how well the company stands behind it. Let's face it - crap happens, and it's good to know you can get your problems resolved. If this ROP was leaps and bounds ahead of its competition, that may be enough to accept some uncertainty with the company. But I don't believe the GG is that much better than the PC, so customer service becomes a deciding factor (I'm going out on a limb here and assuming the PC customer service is better).
 
clm65 said:
You are probably correct. From my perspective, this is what separates the good companies from the not-so-good. The good companies somehow find ways to keep their customers happy after the sale.

Will this issue that JonM is experiencing influence my purchase of a ROP? Absolutlely. Should it influence my purchase? In my opinion, yes. When I buy a product, I consider the quality and performance, as well as how well the company stands behind it. Let's face it - crap happens, and it's good to know you can get your problems resolved. If this ROP was leaps and bounds ahead of its competition, that may be enough to accept some uncertainty with the company. But I don't believe the GG is that much better than the PC, so customer service becomes a deciding factor (I'm going out on a limb here and assuming the PC customer service is better).
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Even if there service isn't better, I posted a link earlier in this thread of website selling every piece, piece by piece.

Accidents happen, and to have to buy a whole new polisher over a $5 mishap is simply irresponsible on the companies behalf.
 
clm65 said:
Will this issue that JonM is experiencing influence my purchase of a ROP? Absolutlely. Should it influence my purchase? In my opinion, yes. When I buy a product, I consider the quality and performance, as well as how well the company stands behind it. Let's face it - crap happens, and it's good to know you can get your problems resolved.
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This situation will also influence my choice for my upcoming purchase specifically because like you say, crap happens. I value the ability to purchase replacement parts for my tools and keep them running in situations that fall outside of warranty coverage. Knowing that replacement parts are not available is a deal breaker.
 
JonM said:
Soda and Beer distributor. We have two hi lows as well. If a company sends us out a Beer Imported from Mexico half filled, we can return it to the company that imports it to us for an exchange...Not the same concept, but similar enough.
Click to expand...
I'd argue that the situation you mentioned is not really similar enough to compare. The beer company made the error, not you. Now if you would have opened the beer, spilled some prior to consuming it but decided to return it for a full one before drinking any, that might be applicable.
clm65 said:
You are probably correct. From my perspective, this is what separates the good companies from the not-so-good. The good companies somehow find ways to keep their customers happy after the sale.

Will this issue that JonM is experiencing influence my purchase of a ROP? Absolutlely. Should it influence my purchase? In my opinion, yes. When I buy a product, I consider the quality and performance, as well as how well the company stands behind it. Let's face it - crap happens, and it's good to know you can get your problems resolved. If this ROP was leaps and bounds ahead of its competition, that may be enough to accept some uncertainty with the company. But I don't believe the GG is that much better than the PC, so customer service becomes a deciding factor (I'm going out on a limb here and assuming the PC customer service is better).
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What about the people that have gotten their ROP's replaced under the great warranty that Griot's offers? What about all the positive feedback?
k4df4l said:
This situation will also influence my choice for my upcoming purchase specifically because like you say, crap happens. I value the ability to purchase replacement parts for my tools and keep them running in situations that fall outside of warranty coverage. Knowing that replacement parts are not available is a deal breaker.
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I don't necessarily think it has been proven that you can't get parts. On the other hand too, the cost is such to me that if I need a part 10 years from now I'd probably just buy a new one...
 
Mr. Clean WA said:
I don't necessarily think it has been proven that you can't get parts. On the other hand too, the cost is such to me that if I need a part 10 years from now I'd probably just buy a new one...
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But what if you need a part a year from now, and for whatever the reason Griot's will not cover that part under warranty? What then? Do you buy a new polisher then?
 
Mr. Clean WA said:
I don't necessarily think it has been proven that you can't get parts. On the other hand too, the cost is such to me that if I need a part 10 years from now I'd probably just buy a new one...
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If JonM can't get his part, I don't have any reason to suspect that my experience would be any different if faced with trying to obtain that same part. I don't abuse my tools but at the same time, I don't baby them...knowing I can replace just about anything that breaks and isn't covered under warranty is a consideration for me.
 
CieraSL said:
But what if you need a part a year from now, and for whatever the reason Griot's will not cover that part under warranty? What then? Do you buy a new polisher then?
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If it's a defective part, you won't need a part, they'll replace the whole polisher under warranty. When I received my first Griot's polisher not too long ago, I notice a small crack on the steel black piece that is right above the backing plate. The paint was finished over the crack, so it was obviously a manufacturing defect. Would this have affected the performance of the polisher? Absolutely not! However, I didn't want a polisher with even the smallest crack. I called the place where I bought it from, sent them a picture, and they sent another one out the same day.

I think Griot's thought process behind Jon's situation is; he broke it, that's his fault. There's a 99% chance the part is not readily available, and it would probably be a pain to get. So, in a nutshell, they don't want to deal with it. Is this right or wrong? Everyone can come to their own conclusions.
 
CieraSL said:
But what if you need a part a year from now, and for whatever the reason Griot's will not cover that part under warranty? What then? Do you buy a new polisher then?
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Who knows - I'm wokring with Griots to see what to do in this situation.
k4df4l said:
If JonM can't get his part, I don't have any reason to suspect that my experience would be any different if faced with trying to obtain that same part. I don't abuse my tools but at the same time, I don't baby them...knowing I can replace just about anything that breaks and isn't covered under warranty is a consideration for me.
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Heidi is working with the manufacturer to see what can be done. At this point, I'm having a different result than JonM's and so far it's been very positive...
 
CieraSL said:
But what if you need a part a year from now, and for whatever the reason Griot's will not cover that part under warranty? What then? Do you buy a new polisher then?
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07 z-oh-6 said:
If it's a defective part, you won't need a part, they'll replace the whole polisher under warranty. When I received my first Griot's polisher not too long ago, I notice a small crack on the steel black piece that is right above the mounting piece. The paint was finished over the crack, so it was obviously a manufacturing defect. Would this have affected the performance of the polisher? Absolutely not! However, I didn't want a polisher with even the smallest crack. I called the place where I bought it from, sent them a picture, and they sent another one out the same day.

I think Griot's thought process behind Jon's situation is; he broke it, that's his fault. There's a 99% chance the part is not readily available, and it would probably be a pain to get. So, in a nutshell, they don't want to deal with it. Is this right or wrong? Everyone can come to their own conclusions.
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My thinking is assuming that the part in question is not needed due to a manufacturing defect, but rather due to an unfortunate and/or unforeseen situation, such as that JonM has experienced. To me, if this part is not covered either through warranty or the replacement of the part (or the servicing of the machine to fix/replace that part), and the polisher has only been had for a short time, it doesn't make sense to replace the entire polisher (at the cost of the customer) when the part can be replaced for a fraction of the entire cost at either the customer or the company's expense.
 
CieraSL said:
My thinking is assuming that the part in question is not needed due to a manufacturing defect, but rather due to an unfortunate and/or unforeseen situation, such as that JonM has experienced. To me, if this part is not covered either through warranty or the replacement of the part (or the servicing of the machine to fix/replace that part), and the polisher has only been had for a short time, it doesn't make sense to replace the entire polisher (at the cost of the customer) when the part can be replaced for a fraction of the entire cost at either the customer or the company's expense.
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Makes sense. I'm confident this situation will be cleared up, especially if Griot's see this thread. Griot's needs to make it clear that replacement parts are not available when buying this polisher.
 
07 z-oh-6 said:
Performance wise, it is, IMO.
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I thought you would say that - your comments about the GG in other posts are one of the reasons I was going to get one! I do hope there is a happy ending to this story, as it does sound like they make a good machine.
 
Mr. Clean WA said:
What about the people that have gotten their ROP's replaced under the great warranty that Griot's offers? What about all the positive feedback?
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Yes, they seem to have a good policy on warrantied problems. Unfortunately not all problems are warrantied problems, as demonstrated here. But your point is duly noted!
 
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