Bad Service from Chester Tools

[Carl Wilson]

Interesting comments. Thanks Skotl for concisely explaining about BS9001. It is good to have some clarification.

I think the thing with that accreditation is that you actually have to try. Otherwise you are just window dressing.

I've been to Chester's place in Hawarden about 3 times. It's not a huge plant with thousands of items rolling off a production line. It's a little industrial unit on an estate. They have a small lobby with a glass case full of their smaller offerings, an office and a mid sized showroom.

I'd contend that there is no way they couldn't have known they were packing up a damaged machine and a half empty box of bits, let alone the stuff they sent later on. Leaving aside quality accreditations for the moment, just plain common sense, decency and a concern for the customer - and the business - should have come into play here.

Just across the way from Chester, maybe a mile or so they are building the Airbus wings. I bet they have a BS9001 accreditation. Chester's could maybe go over there and get some pointers.

Shox Dr, what has happened is that my brother told them they could take the whole lot back and he wanted a refund. They complied and he will buy elsewhere.

 

[Shox Dr]

Carl, I understood he got a refund. Pretty sure it doesn't t stop him sueing them for 'loss of bargin'.

 

[Carl Wilson]

Good point Dr. Never thought of that. Should have realised that's what you meant.

 

[brightspark]

is it really worth it get over it and move on life's 2 short

 

[Carl Wilson]

That is what has happened. Moved on, life continues.

 

[Carl Wilson]

Maybe the moderators would want to end this thread here now. Otherwise it'll turn into a sterile debate.

 

[nick952]

You may find that the BS9001 accreditation is for the Industrial supply side of the company.
As a hobby user I've had a Model T mill from them since 2013 and various bits and pieces since, with no problems. It may help that I only live about 15 min away from them and coiuld give them grief face to face, rather than remotely over the phone or net.
Almost all of the companys that supply these far east, badge engineered machines seem to have simmilar problems now and again though.

Nick.

 

[slim_boy_fat]

Almost all of the companys that supply these far east, badge engineered machines seem to have simmilar problems now and again though.

Having the problem(s) is one thing, it's the manner in which these are addressed when they arise which is important.

 

[ukracer]

He's lucky he got his money back so he's out of it!
I still have a Chester machine that I'm dreading breaking anything on as being forced to accept obviously used bronze bushes etc at full retail cost is my only way of keeping it working.
service, and I thought it was because I'd brough a second hand machine and they didn't like it, your brothers experience says different....

If you get stuck I am sure someone on here can knock up a couple of bronze bushes for you. I hope to be in a position to do so soon. But can't offer to help just yet

 

[dobbslc]

Thanks for the offer! I've got a decent set now though. I actually made a new top hat bronze bush for one of the the screw cutting gears as the plastic one melted....

 

[dobbslc]

Here's the bush I made on the Chester
lathe / mill.
I've milled two flats on it so it slides up and down the bracket too.

 

[Carl Wilson]

That is very nice indeed. Seeing your pictures reminds me that I really ought to do some work on my Drummond Model B restoration project.....

Looks like you have a really nice workshop.

 

[dobbslc]

Looks like you have a really nice workshop.

Thanks
That's my old workshop
I've now moved and have a slightly bigger one but it's in a total mess!
The house is taking up all my time just making it liveable at the moment.

 

[Carl Wilson]

Thanks
That's my old workshop
I've now moved and have a slightly bigger one but it's in a total mess!
The house is taking up all my time just making it liveable at the moment.

I understand that. My current workshop is very nice but it took about 6 months to get it there when I moved house. It got worse before it got better!

 

[Carl Wilson]

Here is an update on this saga. My brother has now returned all the bits including the complete milling machine to Chester for a refund. They received them on Monday. Thus far, no refund. If they haven't got on to it by Monday he is contacting Trading Standards.

 

[eLuSiVeMiTe]

I'd be asking them on Facebook where my refund is including the history. Seems to gee companies up quicker than anything else. Bad publicity is a killer.

 

[Richard.]

Here is an update on this saga. My brother has now returned all the bits including the complete milling machine to Chester for a refund. They received them on Monday. Thus far, no refund. If they haven't got on to it by Monday he is contacting Trading Standards.

Depending on how he paid for it, it can take a few days for money to go back onto a card/account.
Be patient. If they said they would refund him I'm sure they will. He might just need to simply phone and remind them about it.

 

[winchman]

At least he got a refund, I do wonder do we sometimes expect too much for the money?
Its like cheap drill bits we wonder why they don't last but they are a fraction of the cost of proper stuff.
But if its occasional use they cheap will often do the job.

 

[Carl Wilson]

I don't think we expect too much for the money at all. There seems to be a mentality amongst what are known as model engineers that you just get what you are given. You hand over your hard earned money only to be sent a pile of junk which you then have to sort. It is seen as bad form to complain.

My brother doesn't have a lot of spare cash and he saved for a long time to add a small mill to his workshop, which currently consists of his Emco lathe and a few other bits. You can imagine his anger, frustration and plain disappointment at being casually sent a piece of broken junk after parting with his money. To add insult to injury, Chester then has the temerity to send him more scrap as supposed replacement/missing parts.

That sort of thing just does not wash in industry or anywhere else. Accepting it as the way of the world is just not on I'm afraid. It allows them to get away with it time after time and the more often they get away with it the more it emboldens them to up the ante each time.

So no. I do not think we expect too much. If I pay good money for a piece of equipment I expect it to be serviceable and in good condition. It's not complicated.

 

[Carl Wilson]

In reply to Richard's comment I think he feels he has already been more than patient with them.

I'm not sure I understand the mentality. Let's all defend the people who are ripping us off.