So when I was at JLC Friday, I figured I had to do something besides wait for Eric and Mike to get hungry so I sauntered over to the Bosch booth. There was a good deal on the new 4100 TS with the gravity stand, free extensions and a free sander for $549. As you likely know, many of the big names, including Bosch, don’t sell direct at the show so they have a favored local retailer (in this case Marathon Tools out of Medford, Ma) to handle the dirty money…
I laid down my plastic and asked how we would handle the goods. I was told that they would attach my invoice to the saw and mark them paid and when I was ready to leave they would bring them out to my truck. Before I left the booth, I saw them rounding up my stuff to mark it sold…
Round about 4:00, I came back and asked to claim my goodies. The two fellows I saw from Marathon came up with a look somewhere between “who cut the cheese?” and “ummmm… I thought YOU had it put aside”. Needless to say where this is going… they “sold” the gear I had already paid for to another customer. Now I know stuff happens and I didn’t get especially irate. I won’t put words into anyone’s mouth but it would be fair to say that it was strongly implied that they had more stock and one would be shipped to me toot suite…
So today I call Marathon expecting to be told it was already enroute. Instead I got “We just placed the order… I don’t know when they will be arriving”. Then I got a little testy and advised that this was not an acceptable answer…that they had sold my equipment which was bought and paid for out from under me, that I was not a happy camper, and I wanted a more precise answer. This was around 10 AM. I was assured that a sales rep would call me back ASAP with a delivery date. When I hadn’t heard from them by 3:30 I decided I’d had it and called back to tell them to cancel and refund me. That required a call back to confirm the amount of the refund.
Aside from the obviously shoddy handling of this, I think it’s worth noting that of the three phone conversations* I had with Marathon not one person offered an apology…
FWIW, YMMV etc etc etc…
*(Anticipating the advice I’ll get, I did in fact try speaking to the owner who was unavailable)
PS: I think it’s worth mentioning that I don’t consider this any reflection on Bosch and actually had a conversation with someone there to let them know that they should reevaluate who they partner up with. They seemed genuinely distressed and have offered to find me the same deal from another, more reliable, retailer…thank you Bosch!
PaulB
Replies
That one deserves another $100 knocked off the price.
or be as xxxPaulxxx would say...'you be screwed!'
"One for tomorrow. One just for today." Morrison
Edited 4/3/2008 6:34 pm ET by rez
That one definitely deserves the 100$ knocked off--I don't know what that sander's worth but that same getup at the bosch tool event at my local yard was 449$
"Research is what I'm doing when I don't know what I'm doing..."
For the new model (4100)? Story of my life... a day late and 500 bucks short ;)PaulB
Yeah I don't know what the deal is. I post from time to time about these 'tool events' my local homecenter/lumberyard has. They'll do dewalt, bosch, makita, and general woodworking shows. The deals are stupid!
I got that 4100 saw, rise stand, outfeed supports... 449.
Then at the dwalt show--12" slider I think was 469$ and it came with the miter saw station stand...
And so on!
Nobody replies to the posts--like "Oh we've got that too!" or "Hey buy me this!"
The last woodworking show, fein was there and MMaster select kits were 249$ I could have bought 6 and made money on Btimers!
Anyway... Blah blah blah. That's a great saw; you'll love it. Mine's great."Research is what I'm doing when I don't know what I'm doing..."
Paul,
You probably won't be happy to know that on Saturday they were selling the same saw for $449 with the sander AND a jig saw thrown in.
I don't know if they were just taking orders or what.
- Rich
Makes me feel better that I cancelled my order ;)PaulB
AND the jigsaw!?"Research is what I'm doing when I don't know what I'm doing..."
I think I would contact the pres. of Bosch. Send him letter with copies
of invoice etc.. I bet you would get a lot more than $100 off, especially
if you mention that you have posted this on BT.
Nah...I have no argument with Bosch. As I said, they seemed genuinely concerned and unhappy with Marathon. As far Marathon goes... I like to think that this thread may cost them a couple of sales, that's enough for me ;)PaulB
Paul, people often ask me why I go up to New Hampshire Tool Outlet in Salem, NH instead of Marathon Tool which is much closer to me. You've discovered why. Their service is terrible. When I go in the store they do one of two things: Either follow me around like I'm gonna steal something or ignore me entirely and look really bothered when I ask for assistance. No in between.
The guys out back running the repair shop are even worse. They'll leave you standing there at the door of the shop holding your broken tool like a dufus for a good 10-15 min while they finish tinkering with whatever is front of them or finish up their conversation about the Sox with their co-defendant.
And they're real bad about letting stock run insanely low. I've gone in there in the middle of the summer and the shelves are just about bare. Like two 7 1/4" saws left in the entire store.
When I go to NH Tool Outlet, they know and remember my name. They help me carry stuff out to the truck or will load it via forklift for me if needed. If I've got a question or have something that needs an easy/quick fix they take me right into the back shop and show me how to get it back up and running myself. And they do jobsite delivery too which is huge to me. If I prefer, they even deliver large orders of nails right to my house and stack the cases right near my basement door for me to load inside when I get home.
I'm going to relay your experience to my guy at NHT. I know they'd be interested in getting their foot in the door for JLC if Bosch really isn't happy with Marathon.
When I was going through receipts for taxes this year I noticed that I spent about $16K at New Hampshire Tool Outlet last year...... too bad for Marathon.View Image
This sort of sh*t infuriates me. I would track down an appropriate name at Bosch and send something along the lines of the following:
Dear Mr. Executive,
I am writing to share with you a particularly frustrating experience I had with Bosch and one of its vendors at the recent JLC Live show. After speaking extensively with a Bosch rep. about the promotion centered around the new 4100 table saw, I attempted to make a purchase through the local vendor, Marathon Tools. I paid in full and was told that my purchase would be waiting at their display until I was ready to pick up. When I returned, I discovered that they had mistakenly sold the tools to someone else. I was assured by the people at Marathon Tools that they would be getting the new 4100 table saw et al shipped directly to me in no time flat.
After having not heard from anyone at Marathon for 6 days, I called to follow up on the status of my purchase. I discovered that not only did they not have any more in stock at their facility but that they had only just placed an order for mine 5 days later. When I asked when I might receieve my new Bosch equipment, I was told that they would get back to me promptly. After not hearing from them for another full day, I subsequently cancelled my order.
I am thoroughly disappointed by the service I've received from Marathon Tools. I consider it a reflection on the Bosch name and would appreciate Bosch honoring their promotion for the new 4100 table saw, gravity stand, extensions, and sander. I will not, however, deal with anyone from Marathon Tools.
Thank you,
PaulBinCT
Hold on a second.
I have done buisness with Marathon Tool for the past 13+ years (A LOT OF BUISNESS )
Not once have I had anything close to the issues you speak of.
I find them to be a top notch outfit with excellent staff and service.
I have forwarded this thread to them and spoke with them about it,lets wait to hear the other side of the story.NAIL IT !!!
Steven,
While it's good of you to be loyal to your vendor, it doesn't change the fact that both myself and Paul have had bad experiences with Marathon. Several bad experiences in my case. And having met Paul and having frequented Marathon Tool myself for several years before giving up, I don't have any doubts about his story.
You can make a 1000 sales well. But the one you screw up will always come back and bite you. Customer service is king. Being in the business we here are in..... this should already be a lesson we are well aware of. View Image
Hiya Steven...
I have no doubt that you are happy with Marathon. I gather they're a large operation, and you can't get that large if your service is uniformly awful (I hope). But my post is an absolutely accurate description of my experience, and I think you would find it unacceptable as well. As a matter of fact, as of close of banking today, I have yet to see the credit issued to my account and in this day and age that happens instantly upon entry. I hope this doesn't go from bad to worse, but I respect you for sticking up for someone you like dealing with.PaulB
Paul,
I really hope it all works out well for you. If I can help put you in contact with the right person please ask,I can't remember if this forum has PMs or e-mail links. But I am willing to do what I can.
Diesel,
You are 100% right as I tell my Grandson 1 oh boy wipes out 100 ata boys
NAIL IT !!!
Edited 4/4/2008 6:33 pm ET by steven4077
Thanks Steven, I've given up on dealing with them. I just have too bad a taste in my mouth. I just hope the credit shows up reallllllllllll soon so it doesn't escalate.PaulB
The proper resolution of this matter would be for Bosch to ship you the items you purchased at the show with a check for the amount you paid; that's right, get you the tols for FREE. Then Bosch needs to take Marathon to the woodshed.
Nah... As I've said repeatedly (although I do like your idea ;) ) Bosch doesn't owe me a thing besides the help they already extended. They make great tools and have always given me great service... that's all I can ask.PaulB
Bosch should ensure that you get the tools you ordered at a good price, and then let you know that they have been in touch with marathon to express their disatisfaction."Put your creed in your deed." Emerson
"When asked if you can do something, tell'em "Why certainly I can", then get busy and find a way to do it." T. Roosevelt
Well, I can't speak for what has or will transpire between them and Marathon but they have been helpful to a T and that's all I can ask. As I said, Bosch is without fault in my opinion here...PaulB
Bosch may be without fault here, in a sense that is true, but the tool
co. is representing them. Believe me, that want to here about this.
This reflects poorly on their reputation. Their rep. is the reason people
buy from them, with help from good tools.
Yes, you might end up with free tool and an apoligy, maybe not.
The other people who need to here about this is JLC. They do not
want the rep. to spill over to them. Go to there web sight and
complain.
Letting JLC know is a good point... As I mentioned I have spoken with Bosch, the have been exemplary in their concern and I'm satisfied that they are doing anything that could reasonably be asked of them. I'll let you guys know how this plays out...PaulB
If only I had been able to steer you toward that other German tool company (the one with the green & white paint scheme), none of this would ever have happened ;)'Man who say it cannot be done should not interrupt man doing it' ~ Chinese proverb
Blasphemer... just because you have sold your soul for a Systainer, don't try to tempt me with the siren's song of metric blades and biscuits that aren't. PaulB
LOL, clearly I should have sent for Odysseus and been lashed to the mast instead of being tempted by the metric sirens!Though, just to commiserate, I ordered some stuff from that other company on my return. Still waiting for the package of goodies to land on the front steps. Hope you get the Bosch stuff straightened out. I'll be curious to hear how you like that saw.'Man who say it cannot be done should not interrupt man doing it' ~ Chinese proverb
Hi Paul.
Not to echo your feelings about Bosch, just wanted to let let you know. When I used to sell tools, my Bosch Rep was the best-of-the-bunch fer sure. One phone call, and he always backed me up with overnight shipments to my customers, and offering free return shipping for them for any tool that went bad. It did not happen often, btw.
Would have loved to step into his shoes when he left, but couldn't travel that much.
The thing that kills me here (okay Paul, sorry for the rant, forgive me hyjacking your thread)...is that most local tool stores hardly make any profit from their tool sales. I wish I still had access to a listing of some sort to prove this. As I recall tho, say you purchased a Makita Sander-Polisher 9227CX3 for $199.99. The tool sales only makes $20 profit off of that sale.
Granted, HomeDepot has a much greater buying power, and gets much lower pricing than local tool stores...hopefully, the local tool stores will employ good people like me who actually love to sell good tools and care if they work properly for you.
PS
I quit my job at the tool store because my boss would rather listen to sports talk on the radio, than actually wait on customers.
"He said "Buck up baby, it's okay. The sunlight on the floor will always fall." ~ Sarah Harmer
Believe me Fish... I hear ya. I spent many years in high end retail and we'd sell a 500.00 item (photo equipment) and rarely make 7%...before paying "spiffs", (commissions).PaulB
If I were you, I would call VISA, ( or whoever) and formally contest the charge, if Marathon can't get their act together with the refund. That gets their attention every time."The nearest thing to eternal life we will ever see on this earth is a governmental program" -Ronald Reagan
I've heard and read that it's good for your psychological health to express your displeasure as apposed to keeping it all within, it sounds as though you're on the road to excellence. Well done grasshopper!
Anything new to report Paul? Inquiring minds and all.
BUMP. Love to know how this shakes out.View Image
Let's try it this way.
Hey Paul,
DP is trying to get your ear!
over.............[email protected]
Huh? Who? Wha? Ummmmmmmmmmmmmmmm
OverPaulB
Shoot Brian, sorry I don't know how I missed your post(s)
OK... Here's the upshot.
I got a phone call from a... let's say... "Big Kahuna" at Bosch. Great guy, very concerned about the whole thing. He offered to personally drive the saw from Marathon to my shop. I told him I didn't want to do business with Marathon period. I thanked him for the very kind offer but let's face it, it isn't his problem and he surely has better things to do than spend a day on the road delivering table saws.
When I got home I had an email from him saying that he wanted to make sure that regardless of where I bought my saw, I got the same deal as I would have at the show so he was sending me both the sander and the jigsaw gratis. They arrived the next day. Talk about a class act, and entirely unnecessary. I told him more than once I expected nothing from Bosch, and would remain a loyal customer regardless.
And for the record...never a word from Marathon to me...
The End PaulB
Glad to hear it all worked out in the end. Shame about Marathon, I've spent some money with them over the years( though, not in past 2) and always got good service and deals. Jim
The awful thing is that beauty is mysterious as well as terrible. God and the devil are fighting there, and the battlefield is the heart of man.- Fyodor Dostoyevski