Lincoln Electric UK Aftersales Problems

[mm289]

Hi,

partly a rant , partly to see if anyone else has had similar problems and partly an FYI for anyone thinking of buying Lincoln Electric gear

Got an SP170I, bought 2nd hand but a great machine. We need a new drive roll for it to run 0.6mm wire, simples you think - get in touch with a dealer and order one up.

Order placed 12th September after confirming there was no UK stock but it was available from the European warehouse in France.

Part arrived from dealer a week later but was the incorrect part. Notified dealer immediately and have now been waiting 3 weeks for the replacement.

Dealer keeps saying it is on its way, that the correct part was ordered and LE are the problem, was promised it would arrive with him Friday last week or Monday this week.

Rang LE UK direct today as it still hasn't turned up, to find the part isn't even in the UK yet!

Apparantly LE UK are investigating the incorrect part picking with the warehouse and won't issue a credit till the warehouse agree the error. Then they will send the replacement part to the dealer and then on to me!!

So, I have paid for a part supplied incorrectly, and can't get a replacement until LE UK get LE European warehouse to agree the picking error, then I have to wait for the replacement to be shipped. What happens if the warehouse don't agree it was picked incorrectly? I have a useless part that I have paid for and still no working machine!

The LE UK sales team have both only been their < 4 months, the manager isn't available and they are just having to "follow process".

No idea when the part will turn up - it would have been quicker to order it from e-bay US!!

The bottom line is, it seems Lincoln Electric have a VERY low key sales/aftersales operation in the UK and therefore, really struggle to support UK customers - or at least that is my experience.

Would be interesting to see if others have had similar problems or not?

Its a shame 'cause the gear is great, but if you can't get aftersales support then it is a waste of money & time

MM

 

[Robotstar5]

A polite e-mail to customer services at head office (US) might get things moving?

 

[matt1978]

A polite e-mail to customer services at head office (US) might get things moving?

With all due respect I don't think that they would get involved on a late delivery of 1 OFF 0.6mm roller.

They would just refer him back to the UK. I would imagine that the part isn't in Europe stock and they are waiting to send it on the next shipment to Europe from the States, hence the long delivery.

Not saying that I cant see why the OP is frustrated mind

 

[mike os]

return part for refund as incorrectly sold. & cancel order.

reorder correct part.

.... maybe order direct from the states? someone will supply it surely?

 

[mm289]

The frustration is the correct part is sitting in European stock, just LE won't release it!

I could cancel the order but I would then need to get a refund from the dealer (as I have already paid for it) and then just find a different LE dealer to order it through and hope the right part is sent this time.

At the moment I am persevering with the original dealer as at least he has some stake in the game.

TBH it would have been easier to order from the states, but until this happened I didn't realise how carp LE UK's aftersales service was

MM

 

[mike os]

you can cancel it, get your refund then reorder while still at the counter....if they dont like it... tough.

 

[gordon stephenson]

What is your problem? Have you been running 0.8mm wire or something larger? the standard feed roller the comes with the machine is 0.6mm and 0.8mm. Just needs turning round for the correct size. Roller is stamped on each side,When you read the size on the roller that is the size it is set for,
Sorry if I have not understood the question correctly.

 

[mm289]

Wish it was that simple Gordon

When we got the machine it had been rigged for gasless and has been running 1.1mm flux cored. This uses a bigger knurled feed roll.

Unfortunately the original 0.6/0.8 mm is missing hence why I need one now we want to run gas.

TBH, my issue is more one of dissapointment with LE aftersales service which has resulted in us not being able to use a machine for the best part of a month when I know the part is within 100 miles of where we work!

We are only a small resto setup so the world hasn't stopped and we can resort to our other gear, but when you go for expensive/reputable manufacturers it is really dissapointing when their aftersales is carp - and I was particularly ticked of by the "we're all new here, we have to follow rules or its our job, we've got so much stuff we are trying to sort out". Doesn't smack of a professional operation.

MM

 

[gordon stephenson]

I have the 170,but can't remember what type of roller is is, I have turned a few rollers from stainless with the appropriate grooves for some machines, small Kemppi and esab etc. cant you try to make one or have one made for you,

 

[TechnicAl]

Wish it was that simple Gordon

When we got the machine it had been rigged for gasless and has been running 1.1mm flux cored. This uses a bigger knurled feed roll.

Unfortunately the original 0.6/0.8 mm is missing hence why I need one now we want to run gas.

TBH, my issue is more one of dissapointment with LE aftersales service which has resulted in us not being able to use a machine for the best part of a month when I know the part is within 100 miles of where we work!

We are only a small resto setup so the world hasn't stopped and we can resort to our other gear, but when you go for expensive/reputable manufacturers it is really dissapointing when their aftersales is carp - and I was particularly ticked of by the "we're all new here, we have to follow rules or its our job, we've got so much stuff we are trying to sort out". Doesn't smack of a professional operation.

MM

They got rid of all the good people

 

[chunkolini]

Nice answer from Big Al.
Chunko'.

 

[TechnicAl]

cheers Chunko

Hope it didnt sound bitter. To be honest I am pleased they got rid of me. The money I ended up with is very nice and I had had enough of the "management" so it was a good solution all round.

I know why the OP is having the problems and it is partly as I said. There is also a function happening so "everyone" is attending that rather than attending customers.......or so Ive been told by one of their major distributors.

Unfortunately its more important to impress the boss than the customer

I think Ive said too much

 

[Shox Dr]

Arrr the old brown nosing, the boss man. Pity he doesn't understand he as well as his employees, would get along a lot better if they brown nosed the customer once in a while.

After all it is they, who pay for his ego