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  1. #31
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    Re: Sawstop - stil stopped

    Quote Originally Posted by petebucy4638 View Post
    I called the sales rep on Monday and have not heard back from him yet.

    Pete

    Where did you buy it?

  2. #32
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    Re: Sawstop - stil stopped

    Humidity is not an issues in the garage. It is a heated garage, but I don't keep it at house temperatures. Most table saws are housed garages and shops that have no HVAC system and they run great. I have the professional saw, but the safety systems are pretty much the same as the contractor saw version, which has to operate on job-site conditions - damp, wet, cold, and hot.

    I think that Sawstop should include a disclaimer with their products that if it breaks, you are going to have to be the mechanic that fixes it. That might scare off more than a few prospective customers. With my background, repairing most problems with a shop tool is not a big deal. But there is no way for me to effectively diagnose what is going on with Sawstops computerized cabinet saw.

    Pete

    Quote Originally Posted by Hmerkle View Post
    Pete,
    Possibly a REALLY dumb question about to come out of my computer... but you said you keep the shop around 45-55 degrees - with it so cold lately, do you know what the dew point is? could you possibly be in the transition point, where the saw is sensing moisture?

    With that said, I would think that the SS guys would have encountered this MANY times already, so it is likely a dumb scenario, but I am just thinking out loud here.

    Personally, I agree with Jeff;
    "I would call them again and ask to speak with a supervisor in the Tech Service area; tell them the problem and how you expect them to fix it at your shop sooner rather than later. The fallback option would be sending you a replacement control module or new saw and the packaging to return ship the defective one. Be nice, with no threats of legal action, etc.; they're human too and civility is paramount for success.
    Hopefully, this gets things resolved quickly.
    While I would not expect them to send a service technician, across the country, I would think a company that is selling a premium product has a method of dealing with these kinds of issues in a potentially remote setting, and to add insult to injury, I don’t consider Denver NC a remote location being so close to two large cities in the south!
    Pete - KD4CQZ

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  4. #33
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    Re: Sawstop - stil stopped

    Quote Originally Posted by petebucy4638 View Post
    But there is no way for me to effectively diagnose what is going on with Sawstops computerized cabinet saw.

    Pete
    ... And you shouldnt have to!!! When a manufacturer sells a "premium" product, it should come with premium support, not "lets play phone tag and see if we can fix this thing". This is what customers are paying the premium for, not just a high quality product but for support after the sale and it sounds like theyre struggling.

  5. #34
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    Re: Sawstop - stil stopped

    Update: I just got off the phone with the tech at Sawstop. He said that they have started having the same problem that I am experiencing with other saws; it is not an isolated anomaly. The engineer thinks that the cause of the fault is coming from the arbor bearings. Yes - bearings. Sawstop essentially turns the blade into a radio antenna and they think that the bearings are causing signal issues that make the saws safety system think that the blade is encountering wet wood. Who would have thunk it?!

    The tech is trying to find someone locally who can replace the arbor for me.

    Pete
    Pete - KD4CQZ

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  7. #35
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    Re: Sawstop - stil stopped

    Speak with a higher up senior technical person. Whatever the SS problem, it's not solving yours and many others haven't reported the same issues.

    It's been cold and the relative humidity levels have been low here since mid-December. Alaska is more extreme in that regard, but maybe those saws are in heated shops at the same time so the comparison is moot.

  8. #36
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    Re: Sawstop - stil stopped

    Sounds to me that they could have admitted they were having this problem when you first talked with them, if perhaps what they are telling you is all true. My thoughts are that I might still make the complaint to the credit card company in that Sawstop will have a difficult time finding a technician anywhere who knows enough about the saw or this issue to repair it properly. If it were mine, I might just insist on a new saw that has already been tested for this problem or just give me my money back. If perhaps the credit card company denies payment to the dealer, they might react to the issue faster. I think that any of us who bought the Sawstop and read this, as well as others who are thinking about buying, now have some skepticism about the product in general. You may also let the people at Sawstop know you are a member of "North Carolina Woodworkers" and have published this information to a broad group of people who already own the saw or are thinking about purchasing it. Sounds to me like the Sawstop company is getting too big to place any importance on customer satisfaction.

  9. #37
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    Re: Sawstop - stil stopped

    From what I have been able to put together, this is an emerging problem that they have not experienced until just lately. The strange thing is that this saw was over a month old before the problem presented itself. The tech was not certain how the bearing actually caused the fault, but he said that the engineer working on the problem was certain that was what was causing the problem. When I asked if the arbor sensor was a possible culprit, he said that the engineer ruled out the sensor.

    My guess is that as other Sawstop owners have called tech support with similar problems that the engineers have been working on diagnosing the problem and trying to find a solution. Unfortunately, the fix requires take the saw apart and then setting it up all over again.

    Pete

    Quote Originally Posted by frankc4113 View Post
    Sounds to me that they could have admitted they were having this problem when you first talked with them, if perhaps what they are telling you is all true. My thoughts are that I might still make the complaint to the credit card company in that Sawstop will have a difficult time finding a technician anywhere who knows enough about the saw or this issue to repair it properly. If it were mine, I might just insist on a new saw that has already been tested for this problem or just give me my money back. If perhaps the credit card company denies payment to the dealer, they might react to the issue faster. I think that any of us who bought the Sawstop and read this, as well as others who are thinking about buying, now have some skepticism about the product in general. You may also let the people at Sawstop know you are a member of "North Carolina Woodworkers" and have published this information to a broad group of people who already own the saw or are thinking about purchasing it. Sounds to me like the Sawstop company is getting too big to place any importance on customer satisfaction.
    Pete - KD4CQZ

  10. #38
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    Re: Sawstop - stil stopped

    Pete, Which retailer did you buy your saw through?

  11. #39
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    Re: Sawstop - stil stopped

    I'm biased. I haven't liked the company for many years. I love the technology, just hate the company and it's president. The company is now owned by another company that I too dislike.

    I assure you that it's only going to get worse, not better.
    Happiness is a direction not a destination. ~Athena Orchard

  12. #40
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    Re: Sawstop - stil stopped

    Quote Originally Posted by Wyatt Co. View Post
    I'm biased. I haven't liked the company for many years. I love the technology, just hate the company and it's president. The company is now owned by another company that I too dislike.

    I assure you that it's only going to get worse, not better.
    Enlighten us, please. Why don't you like the SawStop company and who owns SS now?

  13. #41
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    Re: Sawstop - stil stopped

    I bought it from Klingspor.

    Pete

    Quote Originally Posted by TENdriver View Post
    Pete, Which retailer did you buy your saw through?
    Pete - KD4CQZ

  14. #42
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    Re: Sawstop - stil stopped

    I just got off the phone with the tech at Sawstop. I explained that the saw was still not starting up with any regularity. He walked me through a couple of additional diagnostic steps with no success. Earlier in the day he was talking about sending a local repair tech to my home, but he had not had any luck. I explained that rather than me having to tear the saw apart and making the repair that I would rather just swap the broken saw out for a new one. He said that might be the best solution for both me and Sawstop. He said that it would be beneficial for Sawstop to get their hands on the saw and let them sort out the problem. He is going to staff the case with his superiors and get back with me tomorrow.

    Pete
    Pete - KD4CQZ

  15. #43
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    Re: Sawstop - stil stopped

    Quote Originally Posted by Jeff View Post
    Enlighten us, please. Why don't you like the SawStop company and who owns SS now?
    Politics and money. I'm not going there as per forum rules.
    Happiness is a direction not a destination. ~Athena Orchard

  16. #44
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    Re: Sawstop - stil stopped

    Pete, You may have already thought of and done this, but an informational courtesy call to Klingsors along with the specific facts may be warranted. Maybe not so much of a complaint.

    Klingspor probably would like to know about the issues and they may have a way to follow up with SawStop.

  17. #45
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    Re: Sawstop - stil stopped

    Ok, gotcha. Send me a PM with specifics. Just curious.

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