Missing Bits From A Bosch Kit

samthedog

I have just unpacked my bosch router kit and have found that it only has the 6mm collet (I bought it through post from Lawson His in the UK). Now I contacted the store and asked them for a replacement one as the box lists this as being supplied, the manual lists this as being supplied and there are even photos of the 2 collets and nuts on the box. To my suprise they have responded by saying that it is not a standard accessory. I find this hard to believe as it is even listed as being supplied on the box. I was told that they have contacted Bosch and Bosch have said that it is not supplied either.

Does this sound right? I mean I always thought that it was illegal to say that something is supplied, have it shown on the box and listed as being supplied and then be told that it is not the case. Either Bosch are ripping people off or this chap has not contacted Bosch regarding this and is trying to bluff me.

I probably would not have cared except the router bits I bought from the same company for the router are not rated for the speed it spins at (another detail they left off their website). Now I am stuck with a router bit set and router I can't use until I get my hands on another collet. Am I justified in being a little pissed off about this and contacting Bosch? Thoughts??

neolitic

See what they show on the Bosch web site,
and by all means, contact Bosch directly
and raise holy hell.
I'll bet they cough up the extra collet
to keep you happy.

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MALCO.New.York

Something smells a bit like a "Refurb"!!!!

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woodworkbykirk

sounds like a crock to me, its possible that you bought a kit that someone else had then returned which they had open and a piece came out,

like the others said contact bosch, i wouldnt make the store track down the part, id make them replace the whole kit!!

a buddy bought a dewalt 12" saw that was the floor model, when he got it home he realized he was missing parts when he took it back they said no it wasnt, after getting the manager involved they replaced it, needless he doesnt buy there anymore

samthedog

Cheers chaps. I have bought quite a bit of gear from these guys and generally they have been ok. I have the problem that I can't return the kit because I had replaced the plug to fit Norwegian sockets before I realised the bit was missing. Still, I contacted them the same day I realised and that's when the BS started. I am going to deal directly with Bosch and see what they do. I have quite a few thousand dollars of Bosch equipment and have not had problems with them in the past. If they choke over a 20 dollar bit they can bash it up their arses and I'll replace my gear with Makita as it dies.

Double-A

I have purchased Bosch items in the past that were "missing items". I sent an email to the technical folks that were listed on the website asking if the items were supposed to be included. (They were pictured on the box and listed as if they were to be there in the instruction manual).

They shipped a replacement for the missing items right away and even followed up with an email to be sure I received it and was happy.

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samthedog

That's the sort of info I was looking for. It's just a shame the store couldn't be bothered. I have already ordered the part as I couldn't wait to get to the bottom of the matter as it was urgently needed but I'll give Bosch a tingle and see if they can't make me 'feel better' about the whole thing.

samthedog

Just an update. I have been speaking with Bosch and things have gotten quite strange. Here is a reply from Bosch:

'Dear Mr Stupkin,

Thank you for the information I requested.

I have looked at the instruction manual etc and no where in it does it state
that you get the 8mm collet with this item.

There is no 8mm collet available at all for this router as it is not
possible to use that size collet on this machine.

If you can provide a picture or scan of where your box or manual states that
a 8mm collet is supplied with the router I will look into this further for
you.

Kind regards

Bosch Customer Contact Centre'

Now how the heck can that be right??? I mean here is what I have provided for them and you guys can tell me if my crazy pills are too strong:









So, am I losing it???

UKframer

Well if you're losing it then so am I.
Just downloaded the user manual from the bosch site where it clearly shows that an 8mm collet is compatible with the router.
http://www.bosch-pt.com/boptmanuals/...926BE47BD.s035?
With that picture of the packaging too they should realise they're mistaken and cough up.

samthedog

Cheers for that UKframer, I have added that link in my emailed response back to Bosch customer service. So far I am still left wondering what the confusion on their end is all about??

samthedog

Ok an update. I have been handed over to a manager who is investigating this issue. He has asked me to be patient so that they can get to the bottom of it. I have had kindness shown by billy d who offered to send me a spare he had for free.I am extremely appreciative of this and felt to make this public as he desrerves a public thanks. I had already ordered and paid for the part though so I'll keep you posted on how Bosch deals with this. Kinda annoyed as it has been an inconvenience that has cost me both time and money.

neolitic

They will "investigate" their own
packaging and manuals?

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samthedog

Apparently so

Not sure what they are going to decide but I should think they will either have to omit some info or include the collets in future. Seems really strange to me that they don't know what's going on. I have been polite about it however the order for the new collet was botched at Bosch's end so now I have to wait another week while I get it posted to me. It's turning into a saga and a serious waste of time and money on my part.

samthedog

Things just keep getting better. My most recent email to Bosch.:

Hello Steve,

the collet arrived from my local hardware store today for the 8mm router bits. It does not fit. I would like to know what is going on. First I thought there was a mistake because it was not included, then after correspondance with Bosch I was told it was not included even though it was said to be in the instruction booklet and on the box but was not given a definate answer on wether it was even able to be used (even though the instruction booklet says it can). Now it has arrived and though the thread is the same the collet does not screw into the holder as the collar is too long. This is the part recommended by Bosch for the GKF600 and it does not fit.

Please understand my frustration. I need this for a job. The only reason I bought this tool was for a job that I urgently needed done. I have now spent a great deal of money on the router, a collet and a set of router bits, none of which I can use. I am out of pocket and it is looking like I will have to forfeit on this job or buy another router, of which neither choice is close to ideal. I have lost time and not to mention the money. I am not sure how much more time you will need but I need a resolution to this as your last email was a week ago and I cannot afford to wait longer.

Paul.


I don't know what else to do. I don't want to be up for another router. Would it be wrong to send him a link to this thread so he can see this is being noticed by more than just one tradesman?

MALCO.New.York

Would not be the first time it has been done.


Here is my help:


SHAME ON YOU BOSCH!!

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neolitic

By all means send him the link.
Let them know they have a lot of
soon-to-be-former-Bosch fans.
After all, you didn't invent this mess.
They show the collet in black and white
in the manual, and in living color on the box.
You have been misled pure and simple.
This is a crappy way to treat a customer.
One would think that a company that large
wouldn't be so Mickey Mouse over such
a small customer service issue.

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samthedog

Ok, I have just called the chap handling my case and there has been a mix up. It seems the wrong router was put in the packaging and that's why the router didn't match the description and won't take the collet. As soon as Bosch UK were alerted to that they started the ball rolling to find out where and how this happened. Although that does not help me in the immediate sense it does mean that others won't be stuck in the same situation as me in the future.

I explained that I have been out of pocket for the freight of the router, a set of router bits I can't use and the time waiting for all this to be resolved. This means I am reluctant to spend the money to freight it back at my own expense. Anyway, he was apologetic and genuinely wanted to help out. I said either get me a decent set of router bits (rated at the router's rate of spin, 33,000rpm) as I can't get 1/4" here or assist me in getting a router that can take 8mm as at the moment I have a brand new router and router bits I can't use. He really was helpful and said he will make sure he reaches a good solution. Anyway, my frustration was due to Bosch trying to work out what had happened and backtracking to where the problem started (which in the grand scheme is probably a good thing). I'll keep you posted as to how this story ends... (the light is at the end of the tunnel!!!). I am pretty confident Bosch will come out with their good customer service record intact.

MALCO.New.York

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Something to One may be Nothing to another!

Ultimate Wisdom---------
http://www.youtube.com/watch?v=OW-cnizLDEE

neolitic

Yeah, a good solution would be
for him to overnight the kit you
thought you bought, and tell you
to keep the screwed up one as a
token of gratitude for pointing
out their own internal problems.
Then he should send you a nice
parting gift for your patience
with their incompetence in the
handling of the whole mess.
It doesn't take a genius.

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samthedog

Well I have left sending the link to this thread as a last resort, but if they end up having to see your post maybe they can take some ideas