My fence was shipped with two boxes of small parts that contained identical parts. I was missing the fence clamp and mounting plate and associated bits and pieces. Someone was asleep during packaging up the product.
I contacted Kreg with the issue. After waiting a it too long and prodding via the phone, someone got back to me and sent out a package. I had asked if they knew what I needed and really got no response even though I described in detail what I had received. I didn't want to end up not getting everything required.
Well, a few days later I received a package with almost everything I needed. They did not ship a critical part. Ugh. It took several days and a few attempts to get through to Kreg yet again. Once I did they got it taken care of (not received yet, but do not doubt it is on its way).
Feedback for Kreg CS. Some better attentiveness the first time around would have avoided having to go through this exercise twice. It was easily avoidable. To their credit, Kreg customer service, once they responded, were very helpful and gracious. It did take some time to get their attention each time, but with a little patience, they did come through.
The product itself seems well manufactured and sturdy. It pairs well with the Kreg Professional router table top.
Overall 5 stars, but just. Cutting them a little slack on the mishap with packaging (it happens) and dropping the ball during the CS opportunity. They recovered, and nobody got hurt in the process, and I think it is a decent product. I've had a few issues with Kreg packaging now. I like the products, generally, and CS seems good, but packaging is sketchy.
UPDATE: I received the missing piece, the rail that attaches to the table against which the fence locking block slides. It was damaged. Very disappointing. While it had not been properly packaged, it was clear the damage was there before it was put in the box. There was nothing else in the box to cause the damage. The aluminum was gouged and very rough in two places a few inches long along the bottom edge. I wondered if it was a factory second pulled out of somewhere. I decided it would not impact functionality and proceeded to install it. Frankly, I'm done with what has been a several week project that should have taken 1-2 hours. I could have fabricated my own router table a few times by now.
I am leaving the product rating as is although I really should take off a star. To Kreg, I really hope someone from your company that cares reads this: while CS has been responsive and helpful once you get their attention, packaging has been an issue on the on each of the recent four Kreg products purchased. Each has had irritating design, manufacturing or attention to detail flaws all easily remedied. I carefully consider most purchases, and from here on out, extra scrutiny will he applied to Kreg offerings due to experiences over the past few months.
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