ComplaintsforJPW Industries

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a very expensive piece of wood working equipment for my home workshop in May of this year. When I got it home I noticed a very bad vibration while the machine was running. It was actually shaking pretty bad.I dont think its safe and I cant cut wood with the precision that I thought Id get from a saw of this caliber, quality, and price.I immediately called the tech service to try to resolve the issue but after weeks of phone calls, emails, photos, and videos we could not get the problem solved. So I told them that I wanted to return it and they said I could only return it to the store where I got it. The people at the store said I could not return it because they could never resell it.The store was Woodcraft store in ********** **. I can get you the info if you need it.

  

  Business response

  10/25/2023

  We have reached out to the customer and arranged for a return of their equipment in lieu of a replacement.  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BOUGHT 2 POWERMATIC TOOLS, BAND SAW AND BENCH DRILL. $3,470.61. THE PROMOTION WAS SPEND $2,500. RECEIVE $250.00 **** GIFT CARD. PURCHASED 10/25/2022. I HAVE MADE SEVERAL INQUIRIES BY PHONE, EMAIL. CALLING BOTH THE LOCATION WHERE I BOUGHT IT AND JPW TOO. I HAVE SENT ALL THE REQUIRED PROOF OF PURCHASE, AND SERIAL NUMBERS.

  

  Business response

  03/13/2023

  Good morning,

  I am researching this issue and will be back with information soon.

  Thank you,

  *****

   

  

  Business response

  03/16/2023

  Date Sent: 3/13/2023 11:28:21 AM
  

  Good morning,

  I am researching this issue and will be back with information soon.

  Thank you,

  *****

  

  Business response

  03/26/2023

  Wanted to clarify that we did reach out to ****** and his rebate will be sent this week (3/27).

  Thank you,
  

  *****

   

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a JWBS-18 Jet Band Saw on November 19, 2022 and took delivery on December 3, 2022. Right from the beginning the band saw had a vibration on high speed. I contacted JPW Industries on December 5th and they said they would send a replacement upper wheel. I waited a month and no replacement wheel arrived. I called JPW back on January 5, 2023 and they indicated the wheel was never ordered. I have since received two wheels and neither of them has resolved the vibration. My most recent contacts with JPW Industries was on February 2nd and February 8th 2023. Both times they stated they would reach out the their supervisor and get back to me the same day with their next course of action. I have not received a call back from either of my last two contacts. I would really like to get this vibration resolved. The band saw table shakes making it difficult get a straight cut and the table also looses the alignment to the blade.

  Customer response

  02/15/2023

  It is February 15, 2023 and I have not heard back from JPW Industries. I contacted their customer support team this morning and talked to *********  We reviewed the vibration issues and **** indicated we should order a replacement upper wheel to attempt to resolve the issue.  The replacement upper wheels were on back order and are not expected to arrive until May, 2023.  I agreed to wait and **** indicated he would put in the parts order for a replacement upper wheel.

  

  Business response

  02/15/2023

  Mr. ******** has a Jet Bandsaw that is experiencing excessive vibration. Our technical support team has sent out three different parts to assist but none have been successful.  We have now keyed a fourth item but unfortunately, the part is not in stock. We have requested that it ship via air freight from the manufacturer to decrease the current expected due date of May 2023.  Once it arrives here, we will expedite shipment to him for installation.  

  Customer response

  02/26/2023

  The issue has not been resolved.  Please reopen the complaint.  I updated the the complaint on 2/15/2023 indicating the issue has not been resolved but that a part was on order.  I recieved the part on 2/24/22023 and it did not resolve the vibration issue.  

  

  Business response

  02/27/2023

  I am sorry to hear that the additional Upper Wheel Assembly we sent did not help with the vibration issue.  I will have the technician that has been working with the customer to reach out with the next/final steps in ***** hours.

   

• Initial Complaint

  01/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Sirs Being 100% disabled vet from a bombing in *************** it is hard for me to continually try and contact this business to get my equipment fixed due to a problem in the equipment they sold me.I **** an email back the end of October ******************************************************************************************************************************* my problem resolved. After calling the ************** and having the machine hang up three times and the forth time **** answered. She gave me this ************** and after waiting for 55 minutes the machine hung up. Called back again and waited 45 minutes and machine hung up again. Called back the third time and the machine asked if I would like a call back and I pushed the correct number and it asked me to punch in my call back number so I did it 9 times and it asked for it again and I hung up.What does it take for a consumer to contact a business in ********* when I am out of state to get my problem resolved?Thank you and can use any help you can give.*************************

  

  Business response

  01/30/2023

  Customer complaint is the emails were not answered. 

  Customers emails as follow. email date

  We received an email from ***************** on October 25, 2022 we responded October 27. 2022 answering his questions

  We received an email from ***************** on November 17, 2022 we responded December 12, 2022 answering his questions

  We received an email from ***************** on January 7, 2023 & January 19, 2023  we responded January 27, 2023 answering his questions. 

  We left messages on his phone on the following dates 11/27/2022 & 1/27/2023 &1/30/2023. 

  Today 1/30/2023 I personally had a conversation with ***************** about his machine today. We discussed the new "E" type inverter vs the older generation "S" type. How the old "S" inverter has been discontinued from Delta Electronics and is no longer available. Discussed the replacement inverter we offer comes programmed and ready to mount and wire into his unit with the included wiring schematic. We discussed possible warranty and until he was able to provide the original proof of purchase that we could not honor any warranty until validation is complete. 

  Mr ************; did in fact provide the proof of purchase for his lathe and he is clearly out of the warranty period of 5 years as his date of purchase was March 12, 2014. ***************** knows and understands this machine or parts can no longer be covered under the *** / Powermatic 5 year warranty. ***************** does understand that he will have to purchase any parts needed to repair this tool at this time. 

   

  Customer response

  02/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently (11/25/2022) purchased a powermatic 209HH (~$6000). It arrived a few weeks later and passed visual inspection, however after having an electrician install the unit it does not function. I registered the product with the warranty department and opened a ticket on their website. Apart from the automated response I have yet to receive a reply to this ticket, almost a week later.I have called and spoken to several members of their technical support staff. After being hung up on several times and placed on indefinite hold while the agents look something up I finally spoke to an agent. He said something was likely wrong with the motor and he would send me an email after we got off the phone to confirm the motor replacement. It has now been 2 days and I have received no emails. I have followed up several times, following the instructions of the agent to remove and photograph the motor. I have still received no reply.These products cost several times that of other brands due to their reputation as the gold standard of reliability and quality, but their customer service and warranty is unacceptable.I have a very expensive, non-functional tool that has cost me time and money to install, and now my shop is offline and cannot be used.

  

  Business response

  01/17/2023

  The customers replacement motor is being transported via Southeastern Freight Lines, tracking / pro number 4111703. The customer is happy with the fact the motor is in transit. 

• Initial Complaint

  10/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sent a mobile base ****** as a gift. Upon opening the box all four side pieces were missing. I contacted JPW on 2 occasions just asking for the missing pieces to be sent 6 and 8 days ago with no response except my request was received. I'd just like to receive the missing parts.

  

  Business response

  02/03/2023

  More Information--------------- Forwarded Message ---------------
  From: ************ [**************************************]
  Sent: 1/5/2023 1:43 PM
  To: ******************
  Subject: Contact Us Form: Other Case Number: ******** [ref:_5004U000013ElDW] [ ref:_00D2EnLQo._5004U13ElDW:ref ]
  
  Good afternoon *****,
  
  We previously replied to case ****** related to this issue and left voice mail on 12/1 and received no response. We would certainly like to assist in correcting the issue, but we do need to validate the purchase and collect some information to do so. 
  
  You mentioned you lost the receipt, do you know who you purchased this through and when? The dealer will typically keep this sort of information on file and you can  contact them for a replacement copy. I'll also need the following information completed in addition: 
  
  Contact Name: ***** *****
  Contact Phone #: ************
  Address:
  City:
  State:
  Zip:
  Equipment Dealer:
  Date of Purchase:
  Equipment Serial ************* *********************************** Stock *************
  Part Number Required: TBD
  Reason parts are required: Side rails missing from new package. 
  
  
  Regards,
   James 
  JPW Industries Technical Service
  427 ***********************
  *********, ** 37086
  www.jpwindustries.com
  **************
  
  ref:_00D2EnLQo._5004U13ElDW:ref...

  

  Business response

  02/03/2023

  We previously replied to case ****** related to this issue and left voice mail on 12/1 and received no response. We would certainly like to assist in correcting the issue, but we do need to validate the purchase and collect some information to do so. 

  Customer will need to provide proof of purchase and details of the equipment.

  

  Business response

  02/03/2023

  Good afternoon

  After reeving the original complaint from BBB pertaining this customer missing parts from the new mobile base. JPW Industries called the customer on 12/1/2022 and left a voicemail at approximately 1:54 central time with a direct call back number to get assistance. Again JPW Industries then attempted to contact the customer via email on 1/5/2023 at 1:40 central time to gather more information to resolve the issue. At this time we welcome the customers assistance in resolving this issue. 
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Through my purchasing agent on September 01, 2022 I ordered the R-M20-110 ******** ********** **** Bender for $ 6,253.71. It arrived on September 11, 2022. The shipping crate was in perfect condition however upon opening and unwrapping the machine it was evident the********** based company had shipped me a severely disfigured, dented and scratched machine that clearly appeared to be a used unit. I payed for the purchase of a NEW machine. Not knowing what caused the outer damage I can not be certain that there is internal damage that may surface in the near future.. I began inquiring WHY a used unit was shipped to me and asking for a replacement or refund. They have remained silent not answering my numerous texts to customer service and phone messages. Customer PO# **********

  

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/22) */ Mr. *******, We apologize for the delay and damage. We have recently gone through a system change and this has created a severe backlog in our customer service department. I can see that this case is being worked on currently with our team and we are waiting on the distributor who sold you this product. I spoke with the sales manager and he said we have offered up a couple options for you and ****** would be reaching directly to you. I want to reiterate that we do not sell used equipment as new. Thanks for your patience and support of ********.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've called JPM ********* services (after getting transferred) 4 times. They had me call a Certified Vendor (Machine Tool Fitters ********** who certified the problem were having with tear-out while the machine is set exactly to specifications. When I called today they started saying I'm doing something wrong when their certified technicians said it's happening despite everything being set correctly.I was transferred to ******* today 4/28 and he started pushing back with an attitude. I told him I want a new machine asap as we're out of operation.I asked for the ** who I can escalate and he didn't have a number. I asked for the Presidents number and again he didn't have one. He said he would call me back. I have no confidence they will resolve - they appear to be delaying getting to any resolution. I just got a call from ************************* (who refused the spelling of his name) and he refused to give me his ** contact information as **** started to pushback and take an attitude. **** kept asking me information that I'd already given on multiple calls and said there was no case number which I asked him to give me one. He said he's going to check with his team and call me back.It's been a month or more since I raised this issue and I keep hearing about how I might be doing something wrong or the wood is wet or I'm feeding it against the grain. I've run this planer since July 21 and other than having to replace the blades we've never had a problem. The certified technical guys came out after I called them (JPM wouldn't dispatch) and they said everything was set perfectly and still it was tearing out. They said there was nothing more they could do to resolve. I don't undress why I've got to repeat all of this every time I have to follow up (******* was to call me back in an hour the last time I talked to him 4 days ago - no call back. When I tt him today he like **** (his boss) both had an attitude until I mentioned filing a complaint with the **

  

  Business response

  02/13/2023

  This customer issue has been resolved.

  We sent a representative from our Powermatic product management team, this associate was sent to the customers location to assess this situation.

  Our representative evaluated the tool for defects in material and workmanship. He adjusted the tool for optimal performance. Our representative did not find any defects in the product, he did find the machine was not adjusted properly and proceeded to tune the machine.

  The customer was still not satisfied with the performance of the tool after the inspections and adjustment. At that time our representative replaced the cutterhead in the customers machine. The customers straight knife head assembly was removed and upgraded to the helical style head we offer. After the head upgrade and replacement we again adjusted the machine for optimal performance.

  The customer was still not satisfied with the performance of the tool after the inspections, adjustments and free upgrades. At that time we arranged to return the machine from the customer through the distribution channel. The customer has since returned his machine to JPW Industries on or prior to 10/19/2022.

   

   

   

• Initial Complaint

  01/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a jet 22-44 oscillating drum sander model XXXXXXk on 02/05/2015 through **** tools which comes with a whopping 5 year warranty no complains on that but what's bothering me is that although I didn't need anything in this time period, I recently ran into a problem with the conveyor bed of the machine and needs to be replaced so I reached out to their customer service in order to buy the part, I was then transferred to their technical team with the issue and all I got is that this part is obsolete and nowhere to be found. To a machine that is not even 7 years old and less than 2 years after the warranty period this is a real slap in the face after spending so much on this machine and my shop depends a lot on that machine I have invested in something that after the five year warranty has no value whatsoever so therefore I would recommend to anyone who has any interest in buying a jet machine only buy it if you are ok to just throw it in the dumpster after the warranty period is over because they decided to replace it with a newer model and your model is now obsolete, and the newer model will find it's place in the same dumpster that outlasted the newer model as well. ps. I have nothing personal against JPW I even own a ********** ** table along with many more machines from ********** and they are all real good machines and last but not least if I was to buy a part for my 1986 ********** ** I would be able to rebuild my saw even today which I have done so a few years ago, it is just that people get misled that if Powermatic is so great then jet must not be so far behind, only now with this ********** ** that is already 36 years you can still buy parts vs. the 6 years old jet oscillating drum sander and it's obsolete I have come to realize the truth about jet.

  

  Business response

  02/23/2022

  Business Response /* (1000, 11, 2022/02/18) */ please see the response below. We believe that we have rectified this with the customer. Thanks, NATE M******* VICE PRESIDENT, NORTH AMERICAN SALES MOBILE (XXX) XXX-XXXX *********@jpwindustries.com This table left yesterday. We have a used machine under the rack, we pulled the table, checked for flatness, and shipped to the customer free of charge. The customers needs have been satisfied. Regards, Dave G****** JPW QUALITY / TECHNICAL SERVICE MANAGER DIRECT XXX-XXX-XXXX l FAX XXX-XXX-XXXX 427 NEW SANFORD ROAD l LA VERGNE, TN XXXXX ********@jpwindustries.com Consumer Response /* (2000, 13, 2022/02/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a phone call from JPW last Thursday 02/17/22, to confirm that they will be sending a table that is taken from same model machine, to me in approx. a day or two. I am very pleased with their response and care to the matter, this reflects a high level of customer service. And I can see my shop with more jet machines in the future. P.S. If that machine has been sold in high volume then maybe a retrofit for the new type table could be made to fit the older model machines, of course this is just my thought, since there are many other factors to consider when making a retrofit.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 4224B ********** wood lathe for nearly $9,000.00 and received it on July 13, 2021. it did not work correctly after 1 hour of use. I contacted JPW Industries and they determined it was a faulty VFD. They claimed not to have one on hand and it would be the middle of December before I would received it. I received it on 12-16-2021 and it was a different one than the original. JPW told me that it "could be wired together to work". I was told they would send a certified technician but as of January 04, 2021, I have not heard a thing. . JPW said in an Email "The timing of my machine's failure couldn't have been worse as were and still in the process of transitioning to the new setup on the 4224B. The plan is in action, but we don't have all of the involved parts in stock. When I put in the request for the airfreight of this VFD I was under the impression that it was the complete assembly required to retrofit to your serial number as we had previously established on other machines. I WAS WRONG." ***** continued with his explanation as to why he cannot get my machine up and running. At the end of the Email, ***** ended with "I apologize for hassle of this whole situation". I responded with thanking ***** for responding and asked if he had an estimated time all the parts would be in hand and I could be up and running? I ended my Email with "I hope you and a wonderful Christmas". It is now January 04, 2022 and I have not received a call back. I have been without the use of this $9,000.00 machine for nearly 4 months now. I have lost thousands of dollars and two wood shows because they will not resolve this problem. I have received nothing but a runaround since my very first complaint. I'm a Police Office with the State of Pennsylvania and would never scam someone. This is SO MUCH WORSE than what I have written but I'm limited to 2000 words. I have a statement of dates, times and everything you should need if required. PLEASE HELP ME.

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2022/01/06) */ We are currently working this case and will communicate directly with Mr. ********* to resolve his issue. We have our VP of Sales and VP of Engineering involved in this case. Consumer Response /* (2000, 7, 2022/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by two JPW Industries VP's directly. They were extremely caring and were not aware of my issues. After speaking with them I truly believe they have my best interest at heart and assured me they would make this right. Their sincerity was very reassuring. I would like to withdraw this complaint as I fully believe in these two gentleman. Thank you so much BBB for being able to make contact with JPW Industries.

*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. ↩