1. On July 5, 2017, our company took delivery of a new VM-1040E-1 Vertical Mill on our PO 044761, and the Vertical mill was professionally installed by licensed electrical contractors in Elgin, IL
2. On October 10, 2017 we reported to Mark Bailey, by phone with confirmation by email, that the motor (Part# VM-M25C) had failed and that smoke was coming out of the motor. Mark Bailey requested that we send photos of the serial plates on the machine as well as a short video that documented that the motor was smoking. We complied with the request and sent same via email.
3. We sent followup emails on October 11 and October 12 requesting delivery status of the motor.
4. On October 12, 2017 we received an email from Mark Bailey stating that the warranty replacement motor would have a 4-8 week leadtime.
5. We are a manufacturer of FDA registered medical devices and our business will suffer a financial hardship by having to wait 4-8 weeks to get our machine back up and running.
6. The customer support is non-existent in this case and we have requested that Baileigh remove a motor from a machine in their stock, fly the motor in from their China supplier or pickup our machine and issue a full refund.
Desired Resolution: Prompt Motor Replacement or Refund on the Machine
Desired Outcome: The customer support is non-existent in this case and our vertical mill machining capability is now DOWN for 4-8 weeks. We have urgently requested that Baileigh promptly support our company and remove a motor from a machine in their stock or fly a motor in from their China supplier or pickup the machine and issue a full refund.
I am a General Contractor and was awarded two large custom door projects, I realized that it was time to upgrade from a bench top jointer to an 8” jointer, after hours of research, my consensus was that the Baileigh 8” Long Bed Jointer was the machine to purchase. I made my purchase on 6/9/2017 and anticipated the machine to be delivered in about 7 business days. I received the first jointer on 6/16/2017, when we opened this unit we discovered that the helical head I ordered was strapped to the bed of the unit and had caused damaged, the owner’s manual was soaking wet and the accessories had rust on them also. I sent email and
pictures to my sales representative letting him know of my disappointment of the machine’s condition, he responded with two options, accept the unit as is with a discount or ship back the unit and they will send a new one. I am always skeptical of businesses that offer to discount an inferior product as opposed to just replacing it.
I still wanted a jointer so I opted to have them send me a new unit. I followed all their procedures for re-crating, labeling and waited for the unit to be picked up. The machine was picked up on 6/21/2017. On 7/5/2017, exactly 2 weeks later I sent an email to my sale representative informing him I still had not
received my new jointer and if I didn’t receive it soon I would like a refund, his response was he was unaware I had not received it, great follow-up by the way, and he would look into it. This is now close to 30 days since I ordered and paid in full for the jointer, not to mention I had to pay for another shop to mill the lumber for my projects because I was still without a machine. I finally received the new jointer on 7/7/2017, I shouldn’t say received because the freight company dropped it off the back of the truck, see photos. I emailed my sales representative again to let him know what happened, he apologized said he needed to get with some people
in his office that were not in that day and would be in touch. I received a response 2 days later, stating they were prepping a new machine and would try to get it shipped within a couple of days. I responded surprised that after having my money for over 30 days, having 2 machines damaged during shipping this was all they were going to do. I would think a company would want to go above and beyond in this circumstance, maybe offer a discount, not for a damaged machine, but for the inconvenience or provide some free accessories, I mean something. Their response was, we will return your money in full, really, after all this you’ve decided the
correct way to satisfy this customer is to return his money, at this point I pretty much felt they would rather not deal with this, just return the money and he can buy from another manufacturer. I really want to read their customer service guidelines, because this was a big kick in the groin. I was told I would receive my refund was the damaged machine, a machine I never had possession of, was returned to them, but no later than Monday 7/14 and if I wanted to discuss this I could talk to the Sales Coordinator. I am glutton for punishment, so I gave the gentleman a call, he said they don’t own the machine while in transit so that is why I would have to
wait for my refund, he also stated he didn’t agree with the policy, but that is what upper management stated, well maybe upper management should be a little more concerned with the customers that are buying equipment or trying to get a non-damaged until then making sure they have more Facebook likes they any other machine manufacturer. ONE LAST ITEM, AS OF THIS POSTING I STILL HAVE NOT RECEIVED MY REFUND!!
Baileigh Industrial Reviews
1. On July 5, 2017, our company took delivery of a new VM-1040E-1 Vertical Mill on our PO 044761, and the Vertical mill was professionally installed by licensed electrical contractors in Elgin, IL
2. On October 10, 2017 we reported to Mark Bailey, by phone with confirmation by email, that the motor (Part# VM-M25C) had failed and that smoke was coming out of the motor. Mark Bailey requested that we send photos of the serial plates on the machine as well as a short video that documented that the motor was smoking. We complied with the request and sent same via email.
3. We sent followup emails on October 11 and October 12 requesting delivery status of the motor.
4. On October 12, 2017 we received an email from Mark Bailey stating that the warranty replacement motor would have a 4-8 week leadtime.
5. We are a manufacturer of FDA registered medical devices and our business will suffer a financial hardship by having to wait 4-8 weeks to get our machine back up and running.
6. The customer support is non-existent in this case and we have requested that Baileigh remove a motor from a machine in their stock, fly the motor in from their China supplier or pickup our machine and issue a full refund.
Desired Resolution: Prompt Motor Replacement or Refund on the Machine
Desired Outcome: The customer support is non-existent in this case and our vertical mill machining capability is now DOWN for 4-8 weeks. We have urgently requested that Baileigh promptly support our company and remove a motor from a machine in their stock or fly a motor in from their China supplier or pickup the machine and issue a full refund.
I am a General Contractor and was awarded two large custom door projects, I realized that it was time to upgrade from a bench top jointer to an 8” jointer, after hours of research, my consensus was that the Baileigh 8” Long Bed Jointer was the machine to purchase. I made my purchase on 6/9/2017 and anticipated the machine to be delivered in about 7 business days. I received the first jointer on 6/16/2017, when we opened this unit we discovered that the helical head I ordered was strapped to the bed of the unit and had caused damaged, the owner’s manual was soaking wet and the accessories had rust on them also. I sent email and
pictures to my sales representative letting him know of my disappointment of the machine’s condition, he responded with two options, accept the unit as is with a discount or ship back the unit and they will send a new one. I am always skeptical of businesses that offer to discount an inferior product as opposed to just replacing it.
I still wanted a jointer so I opted to have them send me a new unit. I followed all their procedures for re-crating, labeling and waited for the unit to be picked up. The machine was picked up on 6/21/2017. On 7/5/2017, exactly 2 weeks later I sent an email to my sale representative informing him I still had not
received my new jointer and if I didn’t receive it soon I would like a refund, his response was he was unaware I had not received it, great follow-up by the way, and he would look into it. This is now close to 30 days since I ordered and paid in full for the jointer, not to mention I had to pay for another shop to mill the lumber for my projects because I was still without a machine. I finally received the new jointer on 7/7/2017, I shouldn’t say received because the freight company dropped it off the back of the truck, see photos. I emailed my sales representative again to let him know what happened, he apologized said he needed to get with some people
in his office that were not in that day and would be in touch. I received a response 2 days later, stating they were prepping a new machine and would try to get it shipped within a couple of days. I responded surprised that after having my money for over 30 days, having 2 machines damaged during shipping this was all they were going to do. I would think a company would want to go above and beyond in this circumstance, maybe offer a discount, not for a damaged machine, but for the inconvenience or provide some free accessories, I mean something. Their response was, we will return your money in full, really, after all this you’ve decided the
correct way to satisfy this customer is to return his money, at this point I pretty much felt they would rather not deal with this, just return the money and he can buy from another manufacturer. I really want to read their customer service guidelines, because this was a big kick in the groin. I was told I would receive my refund was the damaged machine, a machine I never had possession of, was returned to them, but no later than Monday 7/14 and if I wanted to discuss this I could talk to the Sales Coordinator. I am glutton for punishment, so I gave the gentleman a call, he said they don’t own the machine while in transit so that is why I would have to
wait for my refund, he also stated he didn’t agree with the policy, but that is what upper management stated, well maybe upper management should be a little more concerned with the customers that are buying equipment or trying to get a non-damaged until then making sure they have more Facebook likes they any other machine manufacturer. ONE LAST ITEM, AS OF THIS POSTING I STILL HAVE NOT RECEIVED MY REFUND!!