ComplaintsforTeknatool USA Inc.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Nova ****************** in December of 2023. Soon after, the machine started giving an error code (Er.04) and would lock up and/or act erratically. Customer service was responsive and their solution was to send a new circuit board with instructions. I would need to remove the old one and install the new one. Once I installed the new one, the machine would not even power-on, it was completely dead. I engaged customer service again, providing detailed pictures of the installed circuit board, and their response was to send a second circuit board once the two defective boards were returned to them. They provided a pre-paid label and I returned both boards. At this point I stated I no longer felt comfortable nor competent to replace circuit boards and I no longer wished to own a new machine that had undergone 'multiple brain surgeries.' They also refused to exchange my machine for a new one. The only solution that works for them is to send me a new board to install even though I have have communicated twice that I will not install it and will return their mailing unopened. At this point, they have both circuits boards and I have their inoperable machine with no circuit board.Since I am refusing to do the work normally associated with a skilled technicians and they are refusing to exchange my machine for a new one, I am hoping for more customer friendly outcome.

  Business response

  04/03/2024

  Good afternoon. 

  Please remove ******************************* as Teknatool's contact adding myself with contact information below. 

  ********************* / VP Operations / ************************************** / ************ ************* Line

  In regard to *********************************, we have worked with him in direct relation with our warranty policy as attached. We of course understand the frustration that can come with a defective product. Teknatool holds our product quality to the highest standards. We understand that ******************** would like a replacement. Unfortunately, we do not have the stock to do so at this time being currently oversold by 149 units with our next arrival of machines not until late summer. However, currently ******************** has agreed to send his full unit in for repair as agreed on March 25th. We have offered to send an electrician to his house as he was not comfortable with electronics, this I will add is not our obligation but shows our willingness to satisfy our customer. 

  We have been in constant communications with him and will see his repair though to the end ensuring he has a fully functioning machine. 

  If further notes or information to satisfy this complaint is needed, please contact me. 

  Customer response

  04/10/2024

   
  Complaint: 21429396
  
  I am rejecting this response because:

  This 'repair' is now going on 3 months and has involved over 40 emails and many times I've had to involve a third-party to help me move the heavy machine to accomodate Tekna Tool's repair request.  While the claim is no replacement machines are available, my request to bring my faulty machine to the place of purchase and exchange it for a new one (*which they actively have in stock*) was denied by **********.  This would have been a consumer friendly solution and would have saved me countless emails, phone calls, and time moving a non-functioning heavy machine around.  If I could have replaced this machine instead of 'repairing' it, I would have had a working machine 3 months ago.  As of today, I am going on 75 days without an operating machine.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bough a Nova Comet 14 DR ***** in April of 2022, which includes a 1 year warranty on electrical components. The lathe failed to start up 10 days ago and will not respond to controls. I immediately emailed their service department and got an automated response. I responded to that with all supporting info and pictures of the circuits boards inside of the control panel. I have now emailed them 3 times and called twice with no resolution. They have made zero effort to respond to me. They appear to not be honoring their warranty. A quick ****** search reveals scores of other customers who have had similar problems with getting any response from them. I would never buy one of their products again. I live less that a mile from their headquarters, so I am tempted to drop the boat anchor of a lathe off on their doorstep and do a chargeback on the vendor who I bought the lathe through due to a lack of better options.

  Customer response

  04/03/2023

  I did finally receive a response from Teknatool about a week ago. They sent me a replacement part that solved the issue.
  

  
  

• Initial Complaint

  01/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased an Orion Wood Lathe in November 2020. It is under a 5 year warranty. Within 4 months following purchase around April 2021, I began having issues with the HMI circuit board. I called Teknatool, waited one week and no response. I began emailing Teknatool and no reply. Then started writing letters and finally a reply, eventually they replaced circuit board with a USED circuit board. This corrected the problem until fall 2021, began having difficulties again. Prior to purchase and set up we had our electrician install a dedicated 20 amp service only for wood lathe and he recommended a surge protector which we purchased and installed. I was informed they are having difficulties replacing the circuit board and as of this date have failed to provide a new circuit board. In November 2021 I had an issue with the tail stock. Experienced the same unsatisfactory customer service several phone calls no reply, started emailing finally a reply to my emails. In the interim I found a machine shop and at my expense was able to repair. I need to replace the bolt that is connected to tailstock wheel, Teknatool informed me a simple bolt is out of stock and two months later they cannot replace a bolt. I recently December 21, 2021 sent a certified letter, USPS researched this correspondence it reached Post Office in St. Petersburg but has not been accepted by Teknatool. I filed a report with USPS they advised me that delivery was terminated December 28, and cannot inform me why it was not accepted. It is for these reasons I am reaching out to you and would appreciate your help. The woodlathe with shipping costs approximately $3,000.00 purchased with my retirement, at this point I want a refund or complete replacement with an acceptable wood lathe that Teknatool maintains parts and satisfactory customer service. Thank you. ***** ********

  Business response

  01/19/2022

  Consumer Response /* (2000, 10, 2022/01/18) */ Mr. B.: Thank you for your call yesterday and again today regarding my issues with the Orion Woodlathe. I am copying Mr. ***** ************* BBB of West Florida regarding the complaint # XXXXXXXX. I am appreciative for your leadership efforts stepping in and resolving the issues with the purchase of the Teknatool Orion wood lathe. Your assistance finally provided a clear explanation detailing the manufacturing problems at the factory where the Orion is made. I am grateful for your professional assistance and for your help in replacing this lathe. And look forward to hearing from you as discussed. Furthermore, I wish my sincere appreciation to Mr. ************* and the Better Business Bureau of West Florida for their support and cooperation promptly assisting in resolving this matter.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Lathe received 12/29/21 from TeknaTool: Nova Comet 14DR worked for one day. After a short time of some normal operation, a poof of smoke emerged from the lathe plugin/control panel. Lights and lathe turn on but lathe does not turn, at all, now. Followed support/service instructions for problems in manual and online. No response other than automatically generated emails saying they will contact us. No contact. Called TeknaTool service line only to reach a voicemail. No response. Lathe purchased, brand new, does not work. This serves as notice that Teknatool allows sale of faulty products, does not respond to customers with serious concerns, and does not fulfill customer service. Your immediate time and attention is requested on this matter, as we have orders that cannot be filled and imperative business is halted. Expedient warranty/guarantee of product would be appreciated. Thank you in advance.

  Business response

  02/11/2022

  Business Response /* (1000, 11, 2022/01/26) */ 1st check (refund) set out 1/17. Cancelling that check. 2nd check issued 1/26. I personally took it to the PO with a tracking number. Customer was sent this tracking number as well. Sent priority mail.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a Nova (Teknatool ) comet 14dvr lathe New last August was pushed off a UPS truck smashed the front power box . reporting the problem to Tekneatool that day still took 2 months to get a fix. took 2 weeks to get replies from emails and phone calls , Now 2 months back a power board burnt out , was only after a call to another department by accident that they got a call back to me 3 days later. Adam was who spoke to said my part would be sent out on Monday since was 3pm Friday . that was 2 weeks ago still not arrived have sent 3 emails with no reply and several phone calls as well . a Face Book page /group on the the Nova Lathes for consumers are filled with people waiting still 7 months,3 months 4 months for a part under warranty. The 3rd party sellers cannot help since they do not do service to them yet when you buy from them nothing says this . I thought was a USA company since they are in FL. yet find out they are in New Zealand . the FL addresses is a warehouse and parts place

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2021/11/30) */ The Assembly controller board was out of stock and back ordered. It recently came in, tested and released for shipping. I added the housing that the board attaches to, including the wiring so it will be easier to swap out. Consumer Response /* (3000, 7, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) email received Sorry for poor experience. I was just hired to address the customer service. I checked this repair request and a part was backordered. It has since been replenished and an Assembly Control box has been sent out - to your new address. This has the board with all the wiring connected to it. Adam should haver sent you a wiring diagram in a previous email. they still sent it to the old addresses not to the new one at Robert A Carlson 6630 Rowan Ln Houston TX 77074 3 weeks back Talked to Adam assured would ship out Monday since was 3pm Friday . soon as got the Tracking info today seeing wrong addresses emailed and called with NO response from Teknatool Fed EX only changes from shipper not recipient FB has a group that is filled with complaints of service under warranty in one year this tool has been down 4 months and if part goes to old place be another 2 months I made sure Adam knew if did not ship that Monday would need be shipped to my new store place Consumer Response /* (3000, 13, 2021/12/21) */ Customer response taken verbally by BBB: I sent the whole unit back to Teknatool and it was damaged during that delivery, the unit is being fully repaired and will be sent back to me. Hopefully will have it back by the end of this year.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased the Nova 14" Lathe with Bed Extension in April 2021. This is the 3rd time I am having issues. Sent it back once already and got it back after weeks. Again, the lathe is not working and it is now 2 weeks again and no reply from Teknatool as to what they will do now, Still not working. This is the 3rd time of trying to get the issues resolved. I have been calling on hold for the next available agent for 45 minutes, no one every answers. Called again the same thing. I want them to stand behind the product. At this point I would just like them to send me a new machine or refund my money. I can't work without a lathe and it is costing me jobs. It is sad when a company does not stand behind its products.

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/10/29) */ We are sorry to hear of your dissatisfaction with our support. In these trying times of labor and supply chain shortages, per our website, live support may experience long delays. We do respond to all support calls within 24 to 48 business hours. Consumer Response /* (3000, 7, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have return the unit October 25, 2021 waiting for refund from company. Will complete once I receive refund. Business Response /* (4000, 9, 2021/11/15) */ Credit # ****** of $973.81 was issued 11/12/2021 and mailed out via USPS 1st class

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩