Results 1 to 11 of 11
  1. #1
    Join Date
    Nov 2005
    Posts
    1,350

    Question Field Piece? Really?

    I was pissed off today when my 6 month old wireless scale pooped out. I was pissed again when I was told by my distributor that there is not a OTC replacement program for the first year. I sent an email to the local rep and sent a PM to Russell @ 3:04 PST.

    No Joke 10 minutes later Russell sent a message back that he would issue a RMA for a replacement. I sent him a Thank You and went on with my night. 20 minutes after that I got a call from Field Piece apologizing for the scale malfunction and that they will be sending a new one second day air to the local distributor. Really? I didn't expect to get a response this week, let alone within 30 minutes from 2 different people from Field Piece that had no idea what the other was doing. Really?

    Companies still care this much?
    I STARTED WITH NOTHING, AND I STILL HAVE MOST OF IT!

  2. #2
    Join Date
    May 2009
    Location
    Cummins, GA
    Posts
    1,561
    FP has EXTRORDINARY customer service! I would highly recommend them to anyone in the market for new HVAC tools.

  3. #3
    Join Date
    Aug 2004
    Location
    North Richland Hills, Texas
    Posts
    14,915
    Quote Originally Posted by allstar08 View Post
    I was pissed again when I was told by my distributor that there is not a OTC replacement program for the first year.
    Your distributor sucks!
    If they don't give an OTC warranty, what is the point of paying more to buy from them instead of saving some coin and buying over the internet?
    If more government is the answer, then it's a really stupid question.

  4. #4
    Join Date
    Aug 2007
    Location
    Southern,Ca
    Posts
    580
    one thing about my main supplier is that they will bend over backwards for me, when it comes to something like that they would totally hook me up! Hell I got a call from them about 2 months ago to let me know that I won a Raffle for a Fieldpiece meter. Funny thing was i never entered the raffle, they simply replied with yes you did don't you remember filling out the raffle ticket?

  5. #5
    Join Date
    Dec 2002
    Location
    SouthEast NC ICW & Piedmont Foothills
    Posts
    7,635
    yea, sounds like a distributor problem.

    unfortunately most manufacturers HIDE behind their distributors, FIELDPIECE doesn't have an issue with direct access to their team
    It`s better to be silent and thought the fool; than speak and remove all doubt.

  6. #6
    Gotta tell 'ya...FP pulled my fat out of the fire more than once.
    The Boss WAS (emphasis on past tense) ordering all our tools and instruments locally 'til he had an issue with one instrument and a few tools. The local supplier played dumb when it came to ANYBODY'S over the counter warranty exchange program.

    He got tired of it and started buying on line. The companies that you hear from most often on Talk have the best service we have ever experienced.



    FP has worked very closely with us on any issues we have had.

    If you are seeking FP products you can rest assured they will take care of you.

  7. #7
    Join Date
    Oct 2008
    Location
    Fullerton
    Posts
    786
    Quote Originally Posted by allstar08 View Post
    I was pissed off today when my 6 month old wireless scale pooped out. I was pissed again when I was told by my distributor that there is not a OTC replacement program for the first year. I sent an email to the local rep and sent a PM to Russell @ 3:04 PST.

    No Joke 10 minutes later Russell sent a message back that he would issue a RMA for a replacement. I sent him a Thank You and went on with my night. 20 minutes after that I got a call from Field Piece apologizing for the scale malfunction and that they will be sending a new one second day air to the local distributor. Really? I didn't expect to get a response this week, let alone within 30 minutes from 2 different people from Field Piece that had no idea what the other was doing. Really?

    Companies still care this much?
    The reason we care so much is we are history without you guys. Your tools are important to your jobs and they are important to our jobs as well. We started with one meter (the original stick) built for HVAC back in 1989. We've come a long way since then but haven't changed our philosophies. We only deal with HVAC Techs, Contractors and Distributors. If you guys stop liking us for whatever reason, we're toast. So always if you do have a problem just give us a call and we'll do our utmost to fix it ASAP. Thanks for all the kind words.

  8. #8
    Join Date
    Dec 2006
    Location
    DFW Texas
    Posts
    47
    I recently had a similar experience with Field Piece with my S-Man 3. The seal on the high side was giving me grief. Told the guys at the parts counter about it and one made a call to FP. They had him OTC exchange it right there. I was actually asking for a manifold rebuild kit because they were over a year old. I was very surprised and pleased. I guess I just have a good distributor.

  9. #9
    Join Date
    Aug 2001
    Location
    Pavilion, NY
    Posts
    2,196
    The funny thing for me is that 10yrs ago I thought of FP as low end stuff. I really didn't know better. The price point was attractive and began buying some of their product. The quality and customer service Of the competitors seemed to have gone downhill with others and the image and perhaps quality has improved vastly in most of my techs eyes. With over 65 techs I would bet that now all of them have some sort of meter and many have several. When I had issues with my sman the response was prompt. When I placed an order for 3sman Russell personally thanked me for my purchase and left his door open to me if I had any problems. This is something that I have never ever had from any competitor. Another thing is that they openly look for feedback and ideas from the guys in the trenches to improve it expand there product base. Grass roots is in my mind key. Just wanted to pass along my thoughts.
    ...

  10. #10
    Join Date
    May 2004
    Location
    Salt Lake City/Tooele
    Posts
    2,716
    I own Fluke and Fieldpiece DMM's. Are there things that I would much rather trust a my Flukes on...defininetly. But for my everyday roof hopping, space crawling, and down and dirty jobs, my Fieldpiece meters take the brunt. My Fluke DMMs are clean and spotless in their cases. My Fieldpiece DMMs are oily, scratched, and worn...but keep on ticking.

    Why do I treat my Flukes like a 4 star general and my FP like grunt in the war trenches next to me? One is pricing, but Two, is mostly because the prompt and personal service I get from FP. I know if any of my FP tools, that go into battle with me everyday, are wounded or die...FP is like a war-time field medic...running out there in the heat of battle to keep the battle going. Fluke to me is more like a hospital in Germany hundreds of miles away from the war. They have warranties and customer service, but they are not there in the thick of battle with you.
    If you Fluke DMM is having an issue you will ship it off at your expense, send it with delivery confirmation, make a ton of phone calls to assure they actually got it, they say they have not seen it, tell them J. Hollinger signed for it a week ago, they find it, will be 3 weeks out, here nothing, call again, told I used it improperly and warranty is not justifiable, pay extra to replace circuit board, and finally get it back.

    Keep it up FP...as long as you have my back, you got my money

  11. #11
    Love my sman3, even though she needs the new valve seats, didn't know about awesome customer service until today & will get them. But that didn't stop me from buying the sman4, & I'm buying a new manometer off them this week. Almost made mistake of buying the uei dual manometer ONLY bc it was crime of convenience, until distributor warned me off of it due to being extremely inaccurate. Now I'm going to wait until I get to distributor that has fieldpiece & not settle for bad customer service or phony meters any longer. Thank you Fieldpiece for making good stuff that doesn't break.

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