Warco Tools

[John silverParticipant @johnsilver78232]

Greetings All,
What are people's opinion on Warco's customer service??

I ask because 4 weeks ago I ordered a Mini Lathe and a 3.5" metal bandsaw (the 4.5" was out of stock).
I received the Lathe 7 working days later but no sign of the bandsaw?? After two weeks I contacted Warco asking where was my order. The same day the 4.5" bandsaw was back in stock and I asked if they would do a deal on 4.5" bandsaw and bi-metal blade. As I had been waiting 2 weeks I got the blade half price. I then paid the £17 difference to change my order from the 3.5" to the 4.5".

The dialogue with Sales was painful as I had to request the PayPal invoice several times and was assured that my order would be dealt with immediately.

However, that was two weeks ago and my original order (of 4 weeks ago) is unchanged.

I have contacted Warco yesterday to find out why I have been waiting so long.

However, I noticed today that their web site is down which is a bit worrying ??

[John silverParticipant @johnsilver78232]

[Mark P.Participant @markp]

I have nothing but praise for them, I ordered a VMC 2 weeks ago and was told they have a backlog of orders and were stock taking, rang today and was told it will be with me next week. I have bought other machines and spares from them all went ok.

Regards Mark P.

[John RuddParticipant @johnrudd16576]

I tried their website just now……

 

All I get is ' Link to database cannot be established'.

I guess they are doing done sort of upgrade/change?

 

Seems to be working now……..

Edited By John Rudd on 05/06/2015 12:02:16

[mechman48Participant @mechman48]

I cannot complain; ordered WM250V-F & WM16 at the Harrogate exhib' in May 2012 was told that awaiting new stock & delivery would be Aug. was notified in the Aug that machines were being shipped 7th Aug. both machines duly delivered, they had sent the wrong lathe ( standard 250, no powered x drive & a manufacturing fault on the casting   ) a phone call plus a couple of pics in e mail soon resulted in correct replacement being delivered within the week at no extra costs, all shipping charges covered & apologies proffered… so no gripe with Warco after sales.

George.

Edited By mechman48 on 05/06/2015 13:01:15

[Stuart BridgerParticipant @stuartbridger82290]

No complaints either, bought a VMC mill from them a few years back. Went to their showroom and discussed my requirements, followed by a phone call and order. No issues at all. While still under warranty the electric box holding the on-off switch disintegrated (made of something that loosely resembled plastic with the strength of a mild cheese) Phone call to their service dept resulted in a new box being dispatched promptly.

[GarryCParticipant @garryc]

Warco are an excellent company to deal with as far as I'm concerned.. No problems ever…

[John silverParticipant @johnsilver78232]

I must be the unlucky one then

[John Stevenson 1Participant @johnstevenson1]

Got one of the big WM40 mills here, the biggest they do. Had a couple of niggles with it but a phone call soon sorted things out.

Depending on what company you deal with they all drop the ball at some point, everybody is only human after all. It's not that they drop the ball but how they pick it up that matters..

Anyone can make a mistake as the Dalek said climbing off a dustbin.

[Stuart BridgerParticipant @stuartbridger82290]

Completely agree with John S. Having worked in customer facing roles for many years. Few remember when stuff goes right all the time. You can screw up royally but if you bend over backwards to sort it out, that will leave a positive impression.

[KMPParticipant @kmp]

As mentioned before, one of the best companies I've ever dealt with but it does sound as if they are a bit distracted at the moment. Not too surprising if they are stocktaking post Harrogate. If you feel unhappy and need to sort things out ask to talk to Roger Warren, he will be very, very busy but has always sorted things out for everyone I've spoken to.

You might be unlucky on this occasion but you have chosen one of the very best companies to buy from, so stick with it would be my advice.

Good luck

Keith

[John silverParticipant @johnsilver78232]

I can understand if they are busy, but as I said the lathe I ordered after the bandsaw arrived over two weeks ago?

It'll be interesting to see what they say and or offer??

[wheeltapperParticipant @wheeltapper]

Posted by John silver on 05/06/2015 13:31:20:

I must be the unlucky one then

No, you are not, believe me.

Roy.

[AjohnwParticipant @ajohnw51620]

Maybe these posts have bought the web site up again. No problem here.

John

–

[VicParticipant @vic]

From personal experience:

The owner is reluctant to do any kind of deal, even if it means losing a sale.

The folks in the sales/ support dept are pleasant and helpful.

Dave the delivery driver is a great bloke and extremely helpful.

[VicParticipant @vic]

Oh, I forgot to add. Warco's free delivery policy has I'm sure severely dented sales at Chester and Axminster who insist on charging extra for it!

[Stuart BridgerParticipant @stuartbridger82290]

Well perhaps the free delivery policy soaks up some of the ability to do a deal.
I agree with the professionalism and helpfulness of their delivery guy. Certainly didn't hang about moving my VMC into place. I paid the extra to get it across my gravel drive, the bane of anything on a pallet truck. Worth every penny.

[Frances IoMParticipant @francesiom58905]

No delivery is actually free – if you drive to Warco, buy at their shop/showroom and take away then price is lower – I’m sure other suppliers that state free delivery operate similar schemes – there are however some significant gripes eg some suppliers charge extra even for Royal Mail delivery to Isle of Man even tho there is no difference in cost between such postage to Iom and the UK, though if carriers are involved the short sea crossing would seem to impose significant costs.

[John silverParticipant @johnsilver78232]

Well i just got an email saying my bandsaw has now been sent, the delay due to a backlog in their warehouse? So why couldn't one of their sales team email me at any time over the last few weeks to explain this??

I'm now waiting to hear back if they have sent the correct 4.5" bandsaw as my order was never updated on their website and still shows the order for the smaller 3.5".

So for having to wait double their stated delivery time i got a £15 discount ?

I think I'll go elsewhere next time?

[Neil WyattModerator @neilwyatt]

I don't doubt that the fact they had to attend Harrogate Show in the middle of your wait probably contributed to the problems. Attending shows leaves companies badly short-staffed for a period before and after shows, not just for the duration.

This disruption is one reason some suppliers quote for not attending shows.

Neil

[John silverParticipant @johnsilver78232]

Even so they managed to deliver my lathe (ordered after the bandsaw) within 7 days including the Harrowgate Show??

Is 4 weeks and counting an acceptable wait, without any order updates?

[Neil WyattModerator @neilwyatt]

Not for me to judge – I was just offering a possible reason, not an excuse.

Neil

[BazyleParticipant @bazyle]

My own experiences with Warco have been good too. Compliments to Dave the delivery man now I know his name.

Also today had two other good delivery experiences.
Order from Axminster late Wednesday arrived this morning, didn't need to use the tracking info supplied. They are always so fast and have £1 delivery running at the moment.(got digital angle rule on special offer this week to compliment my Wixey, also use same battery which is useful)
Second thing was slower, ordered from ebay Sunday for delivery via Argos. Got email at work today so able to print out and collect on way home aving about £1.50 on postage.

BTW Chronos don't drop the postage charge at shows or on collection but only a few minutes from M1 so convenient to drop in and check product before buying.

[John silverParticipant @johnsilver78232]

Yes the guy who delivered my lathe was a very cheerful & helpful It was lucky that I had a day off that day as I didn't receive any heads up on a delivery day or time

[GarryCParticipant @garryc]

Bit worried about this thread, something not ringing true here….

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