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Record Power.

Rusty Nesmith

Rusty Nesmith

Joined
Feb 16, 2021
Messages
1,279
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1,838
Location
Parkersburg, West Virginia
I just wanted to update everybody on the recalled bolt that holds down the headstock. I got my replacement yesterday. I changed it out today. Took about 15 minutes. Record Power sent a free 2.5 inch Chuck I guess for the inconvenience. I looked it up online and it is around $120. They also sent me a new controller for free a few months ago because a few people had a problem. Now I have a spare controller in case I have a problem with mine. They have one of the best customer service departments I have ever dealt with. I still love the lathe and am happy I bought it. This is the free Chuck they sent.
 

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It sounds like Record Power has recognized the potential of this..."opportunity". And, they have decided to turn what would be a negative experience into a best-case-scenario. I hope you have many years of go fun with your lathe. And, I hope that some other companies in this hobby/industry take note of HOW Record Power chose to handle this..."slip up". It is inevitable, in a world full of imperfect people that there will be a rare product problem from any manufacturer. How they choose to take care of the customer is perhaps more of a mark of quality, than the machine itself.
 
IMHO, it's smart for companies to do things like that. A little extra service and expense now can win a lot of customer loyalty for the future. Even hearing about this will boost Record Power a little in my thinking. I'm generally understanding when there's an initial glitch with a new purchase if the company handles it well and makes me feel like they care about their customers. If they do, I'll look to them first the next time I need something they sell. If they don't , I skip them the next time. It's simple concept that too often is lost on corporate management.
 
I understand your approval of the service, but could be they are using customers as Beta testers. Grizzly likes to do that, send out untested machines and see what sticks. Too many complaints and they start sending out parts. I prefer to buy a machine that is engineered correctly at the beginning.
 
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Richard Coers said:
I understand your approval of the service, but could be they are using customers as Beta testers. Grizzly likes to do that, send out untested machines and see what sticks. Too many complaints and they start sending out parts. I prefer to buy a machine that is engineered correctly at the beginning.
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The engineering was/is correct, it was a mfg process flaw, ie a weld was done incorrectly. Happens to any manufactured item, nobody is perfect. The most obvious are automotive recalls. The chuck being sent out is not new, has been available for several years. Appears to me RP is very embarrassed allowing sub quality parts to reach customers, and demonstrating strong customer support.
 
Speaking of lathe quality, I have a friend who bought a Shop Fox. He ended up sending it back.

robo hippy
 
Richard Coers said:
I understand your approval of the service, but could be they are using customers as Beta testers. Grizzly likes to do that, send out untested machines and see what sticks. Too many complaints and they start sending out parts. I prefer to buy a machine that is engineered correctly at the beginning.
Click to expand...
I don't believe there would be any argument against what you are saying. But I also don't believe we live in a time when we can expect top quality for top dollars spent every time. It is unfortunately a human condition. I have not seen one industry yet which is unaffected. It has only worsened with the current concerns and work stoppages related to this pandemic.
 
Doug Freeman said:
The engineering was/is correct, it was a mfg process flaw, ie a weld was done incorrectly. Happens to any manufactured item, nobody is perfect. The most obvious are automotive recalls. The chuck being sent out is not new, has been available for several years. Appears to me RP is very embarrassed allowing sub quality parts to reach customers, and demonstrating strong customer support.
Click to expand...
I thought the OP said they sent him a new controller and a new bolt. Maybe I'm missing something about a weld. I just compare wood lathes to wood lathes. I bought my Oneway in 1998. About time for a new belt, but I've never contacted them. Same for the Delta and Jet I have. Haven't contacted any lathe manufacturer of a lathe I've owned in 35 years. I'm curious, is the Record a Chinese machine? I know nothing about it.
 
Richard Coers said:
I thought the OP said they sent him a new controller and a new bolt. Maybe I'm missing something about a weld. I just compare wood lathes to wood lathes. I bought my Oneway in 1998. About time for a new belt, but I've never contacted them. Same for the Delta and Jet I have. Haven't contacted any lathe manufacturer of a lathe I've owned in 35 years. I'm curious, is the Record a Chinese machine? I know nothing about it.
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Count yourself lucky. And a winner in the game of comparing "the good old days" - vs - what we deal with now.
 
Richard Coers said:
I thought the OP said they sent him a new controller and a new bolt. Maybe I'm missing something about a weld. I just compare wood lathes to wood lathes. I bought my Oneway in 1998. About time for a new belt, but I've never contacted them. Same for the Delta and Jet I have. Haven't contacted any lathe manufacturer of a lathe I've owned in 35 years. I'm curious, is the Record a Chinese machine? I know nothing about it.
Click to expand...
I never contacted Record Power either. They had a few people have problems with the controller so they sent out a new one to everybody that bought that model lathe. Same thing with the bolt. They are made in the UK and have been in business since the early 1900’s. You are very fortunate that nothing you have ever bought has broken or needed a repair.
 
Rusty Nesmith said:
I never contacted Record Power either. They had a few people have problems with the controller so they sent out a new one to everybody that bought that model lathe. Same thing with the bolt. They are made in the UK and have been in business since the early 1900’s. You are very fortunate that nothing you have ever bought has broken or needed a repair.
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Oh I've had crap sent to me by Grizzly, and they took the bandsaw back. That was the last time I bought Chinese. I'm all done buying now, but I would buy North American or old iron lathes vs what is sold today. The Record lathes are made in the UK, or assembled in the UK? I read they switched to Chinese manufacturing in 2006. Appears that Record is in the UK, but owned by Newell Brands (Newell Rubbermaid)
 
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