ComplaintsforGryphon Corporation

• Initial Complaint

  12/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought one of their saws through an online vendor. It worked okay, but due to the loud noise it made, I only used it a few times a week. The irony being that it's name, ******, means whisper and my husband (a CNC operator) said it was close to factory levels of loud. The blade was prone to jumping even after I watched their online tutorial to fix that, but when I spoke to the person in charge of customer service at the manufacturer, he assured me the noise level was normal and he walked me through taking the saw apart and tightening things up. After a few months, the belt snapped while I was using it. I called the manufacturer for help in getting the new belt on properly and during our conversation it was discovered that the metal sliders on my saw weren't glued on properly. The man on the phone urged me to send the saw to him so he could check it for any other issues. I sent them my saw. After not hearing about it for a few weeks, I called them. They claimed that my saw was 10 years old and the vin number was purposely scratched off (I never saw a vin number on it and I still don't know where it was located.) I contacted the seller, who assured me my saw was new and under warranty. I called the manufacturer back and he got ugly with me and insisted it was at least five years old-I have proof I bought it earlier THIS YEAR. He then stopped responding to messages both from me and supposedly the seller who told me it was out of their hands as they were no longer receiving responses to their inquiries. I just want my saw back. Fixed and shipped for free. The warranty is supposed to cover this.

  Business response

  02/02/2023

  Business Response /* (1000, 5, 2022/12/21) */ I spoke to****** about issues she was having with her ****** Ring Saw. She informed me she had purchased the saw within a year of the problems she was experiencing with earlier than normal ware on consumeable parts. I suggested that she send us the saw for evaluation. Once we received the saw, it was imediately clear that what she returned to us was a much older than indicated saw with worn parts throughout that the customer is responsible for maintaing. We also noticed that the product manufacture code inside had been deliberately scratched off ( by someone??? ) I believe****** did purchase a Ring Saw from our distributor but this was not that particular saw. I informed****** that the issues were maintenance related and not covered under warranty. All parts suggested for replacement are normal consumeable parts that require customer care. Consumer Response /* (3000, 7, 2022/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated previously, this is the ONLY saw I have or have EVER had. I purchased it in April of 2022. No manufacturer code was scratched purposefully--I never even saw that the product had one on it, and it's absurd to accuse someone of scratching off the code that gives them access to the warranty they specifically wanted on their product.***** has provided no evidence of such an issue. However, as he has plenty of access to used saws anything he provides now to prove his ridiculous claim would be questionable at best. The problem I was having with the saw was NOT on a consumable part. The metal railings inside had detached because they were not properly glued in place. The rails guide the belt, which guides the blade. Any damage to consumable parts was CAUSED by the metal railings bouncing around and should therefore be covered by the warranty as they would not have had extensive damage had the saw been put together properly to start with. As the saw itself was LESS than a year old, shipping was additionally supposed to be covered. I at no point authorized***** to repair or replace anything past repairing the metal railings. That was all I sent it to him to have fixed. To the best of my knowledge no other part was in need of repair. When I never heard back from him I called him and at that point he told me they had taken the liberty of replacing other parts and wanted over a hundred dollars for their work. It was after I asked about the warranty on the saw that he became belligerent and declared the saw was ten years old. I called the seller, who assured me it was not. I called***** back and that was the first time he claimed the manufacturer number had been tempered with, then stated the saw was five years old and hung up on me. I asked the company that sold me the saw to try to get my saw back and after a week they told me mack was no longer responding to them at all. I asked my husband to see if HE could get my saw back.***** was belligerent with him as well, claimed the saw was seven years old and he had several hundred dollars worth of work in it (it should not have taken more than a few minutes to replace the railings as they were not in any way attached to the saw.)***** hung up on him repeatedly and finally demanded he pay the shipping cost and we could have our saw back. He told him it would take 46.61 to ship it back--it only took 34 to send it to him. I STILL don't have my ring saw and at this point***** has had it for MONTHS. Business Response /* (4000, 11, 2023/01/10) */ We ultimately suggested other needed repairs to this heavily used, older saw that were necessary but the customer refused to authorize the work. The new race ways that were originally requested were replaced free of charge but shipping was not included. Consumer Response /* (4200, 13, 2023/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The saw is less than one year old. Any damage is due to poor quality manufacturing. The rails on which the cutting blade and belt was meant to travel separated from the saw body in LESS THAN ONE YEAR. That is entirely the fault of the manufacturer and not the result of using the saw. Business Response /* (4000, 15, 2023/02/01) */ Again, we ultimately replaced the metal raceways with new ones due to the fact that the original race ways were worn through as is common with old, well used saws after years of heavy use. As there was no note with the saw, we assumed the customer had sent ot in for refurbishing due to the obvious condition. Even after a discount was offered for the performed labor and replacement parts, the customer demanded we put the old parts back on and return the saw. The belligerence was not from us.

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