Wanting to share the excellent service I’ve again received from Record Power, maybe anyone weighing up different options when choosing kit to purchase, this will be useful.
I’ve recently purchased my fourth Record Power machine, which had a small fault caused in transit (damaged plug, no big deal, however my contract is with the retailer, and my expectation was that they put it right)
After several conversations with the retailer, via emails and phone calls, sending photos of the damage to the part and the box, I was informed each time they would get back to me and they would sort it out, I eventually spoke with Record Power direct to enquire if the damage was indeed as the stockist had told me, an issue with the packing on the item.
Record Power confirmed they were aware of a small number of this machine having had their plugs damaged, and they were actively seeking a solution with their manufacturers. However, Steve at RP sorted this promptly, without me needing to send any further emails or pictures, and new plug arrived today. Very kindly included a replacement part for my lathe, which was not a fault of theirs but rather my clumsiness, at no cost and took the time to talk me through how to change it. Thank you Steve, much appreciated.
This is not the first time I’ve contacted RP, (technical guidance, product availability, tech info, spares ) and on each occasion, I’ve found them to be excellent, I’d call it an ‘ old school ‘ approach to after sales service. They practice good service, and am sure they properly understand how this drives repeat business, and word of mouth praise which drives new business. It’s to easy in the race to be the cheapest, and for consumers to seek the cheapest for this to be over looked.
This is a key reason why I am now on my fourth piece of RP machinery, I trust them to do what is right for the customer. Yes, the five year warranty and the build quality are also important factors ( I like the green too ) but essentially I have a confidence with them that continues to grow.
In case anyone is wondering, I am still awaiting the retailer to get back to me with a solution, 2 weeks on, which is a real shame, as it’s been a fav’ destination over the years. Reviews for their online ordering business do highlight after sales service is lacking and hit and miss, in my case, at present, it’s MIA.
I’ve recently purchased my fourth Record Power machine, which had a small fault caused in transit (damaged plug, no big deal, however my contract is with the retailer, and my expectation was that they put it right)
After several conversations with the retailer, via emails and phone calls, sending photos of the damage to the part and the box, I was informed each time they would get back to me and they would sort it out, I eventually spoke with Record Power direct to enquire if the damage was indeed as the stockist had told me, an issue with the packing on the item.
Record Power confirmed they were aware of a small number of this machine having had their plugs damaged, and they were actively seeking a solution with their manufacturers. However, Steve at RP sorted this promptly, without me needing to send any further emails or pictures, and new plug arrived today. Very kindly included a replacement part for my lathe, which was not a fault of theirs but rather my clumsiness, at no cost and took the time to talk me through how to change it. Thank you Steve, much appreciated.
This is not the first time I’ve contacted RP, (technical guidance, product availability, tech info, spares ) and on each occasion, I’ve found them to be excellent, I’d call it an ‘ old school ‘ approach to after sales service. They practice good service, and am sure they properly understand how this drives repeat business, and word of mouth praise which drives new business. It’s to easy in the race to be the cheapest, and for consumers to seek the cheapest for this to be over looked.
This is a key reason why I am now on my fourth piece of RP machinery, I trust them to do what is right for the customer. Yes, the five year warranty and the build quality are also important factors ( I like the green too ) but essentially I have a confidence with them that continues to grow.
In case anyone is wondering, I am still awaiting the retailer to get back to me with a solution, 2 weeks on, which is a real shame, as it’s been a fav’ destination over the years. Reviews for their online ordering business do highlight after sales service is lacking and hit and miss, in my case, at present, it’s MIA.
