ComplaintsforJPW Industries

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/13/22 I contacted JPW industries via their web page "contact us" section. I explained my ****** vice (lifetime guaranteed) was no longer working. The ****** model 675 vice is approximately 5 years old. JPW requested pictures and sent me a form to fill out. The pictures and form requested were immediately returned on October 13, 2021 (attached). I also attached the webpage from ******tools.com for this specific vice which shows the lifetime warranty. That file is called ****** Utility Swivel Bench Vise 5.5 Jaw Width.pdf. I contacted ***** again on October 13th and I received an email from ***** of customer service that she had all the information she needed to process the claim. I waited over two weeks and did not receive any information or resolution from JPW customer service. I contacted customer service representative ***** via email (October 29th) requesting a resolution to which there was no response. I recently (November 2021) contacted JPW Industries again via their website "contact us" section explaining the entire situation again and still no response. This lack of response after supplying all the requested information is unacceptable. At a minimum I am requesting replacement of my lifetime guaranteed ****** Vice. I originally choose this vice mostly due to the lifetime guarantee and I do not see a single reason it should not be replaced and shipped to me free of charge without additional hassle.

  

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/30) */ Contact Name and Title: **** ***** Contact Phone: XXXXXXXXXX Contact Email: ******@jpwindustries.com We were waiting on his Proof of Purchase to send a replacement. The replacement was delivered by UPS Tracking 1ZXXXXXXXXXXXXXXXX on 11/27/2021. This should be closed. Consumer Response /* (3000, 7, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I fully believe JPW was trying to void my lifetime warranty and not replace or fix my vice. Without my complaint to the BBB there would have been no resolution. The statement waiting for proof of purchase is fabricated at best as JPW had sent me the ****** Vice in 2016 as a replacement for my lifetime guaranteed ********* Vice. They have all the information in their own records. (The ********* Vise, manufactured in Cleveland, OH was included in the ****** **** Company merger. In 2002, the ****** **** Company and it's recent merger company, ****** **** were acquired by *** **** Group (************ ******* Company AG)). I do have the original packing list dated 12/11/2016 for this ****** vice approved and sent by JPW with full lifetime warranty. Proof of purchase by JPW was never requested in writing and when I asked via email if anything else was required, JPW did not answer. In fact JPW customer service had ceased all communications despite my repeated attempts to contact them. I do appreciate the replacement vice sent by JPW. However I also received a separate note from ***** ********* of customer service stating "I was waiting on your proof of purchase. I will be sending out the vise today as a goodwill....no warranty on vise. Replacement order XXXXXXX". I found it upsetting as she had made the comment during our original phone conversation that I should not have received the first ****** replacement vice for the broken ********* vice. In other words I had explained and she knew the complete history of how I obtained my ****** Vice. Does this mean her statement waiting for proof of purchase was just another attempt to not stand by the warranty? This cancellation of lifetime warranty was unexpected and I do not understand why JPW would void my lifetime warranty? I am a senior and more than likely I will not need warranty service again in my lifetime but that is not the point. The newly received vice indicates "Lifetime Warranty" right on the box. What gives Customer Service (***** *********) the right to void that warranty? Business Response /* (4000, 9, 2021/12/01) */ I wanted to make certain that there was no intent to not provide a warranty for a valid warranty claim. At JPW our intent is to provide excellent Customer Service and I hope that Mr. ****** is satisfied that we shipped him a new vise. This warranty covers any defects in workmanship or materials subject to the limitations stated below. This warranty does not cover failures due directly or indirectly to misuse, abuse, negligence or accidents, normal wear-and-tear, improper repair, alterations or lack of maintenance. We have a new system to track customer contacts and communication that was implemented in 2020 for Customer Service. Unfortunately, our Technical team, which ***** is a team member, has not fully transitioned to this new system. I show in the system that Mr. ****** submitted a question via our website that flowed into our new system on November 15th. The case was ultimately transferred to ***** in Technical Service on November 23rd. ***** communicated to the Mr. ****** via email through our new system that the replacement vise had been shipped. ***** would not have access to the original Proof of Purchase. I found notes on the replacement order where the DOP of the original vise was 10/30/2020. The replacement was provided due to the fact that service parts were no longer available. I can only assume that the email that Mr. ****** provided in the webform on November 15th was accurate and that email address was used for follow-up communication. I provided screenshots of the communication and points of contact for this specific case. Lifetime Warranty

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