Hawk Service

[Rockytime]

Well JT is not the only one complaining about vendors. A few months ago I bought a used 14" Hawk. Never saw one before but always heard good things about them. Never having seen one before I bought it without trying it. After an hour and half drive home I went to plug it in and realized it had no motor.I called Hawk to inquire about what I had bought. The receptionist would not let me speak to a tech. Said she would take my information and get back to me. Next day she said the saw was no longer made and was made for a ShopSmith. I wanted to speak with a tech for details but could not. I motored it and it works fine. I bought a Hawk 16" VS. Very nice saw. Like new and just needed cleaning up. The tension lever was missing and was replaced with a knob which I did not like. I called again to ask for a tech. Again I was refused. Receptionist said she would take my order. I placed it with her on 9-15-16 and received the order 10-17-16. I am super excited with the Hawks but am disappointed in their customer service. The receptionist was pleasant but would not be helpful. In the mean time I have machine tools and made what I needed and now have spare parts.

[Ron Johnson]

That's unfortunate Les. Only good thing is you now have spare parts that you may never need being the Hawk is a quality machine. Sounds like the service could be improved upon.

[JTTHECLOCKMAN]

I have not dealt with the new owners of the Haks but it gets frustrating. Glad you are up and running. 

[Rolf]

I sent an e-mail to the owner regarding this and will post his response when I get it. 

[Rockytime]

I sent an e-mail to the owner regarding this and will post his response when I get it. 

Thank you. I would also like to hear their explanation. I have not contacted them.  Since the sale was only $37 I just kept the parts and let the problem lie. I understand things sometimes fall through the cracks. I hope they give you a suitable response.

[amazingkevin]

Thank you. I would also like to hear their explanation. I have not contacted them.  Since the sale was only $37 I just kept the parts and let the problem lie. I understand things sometimes fall through the cracks. I hope they give you a suitable response.

One of those days again

[Lucky2]

Les, it is very unfortunate, but, that is the way company's want their customer service to work. They don't want to bother the techs, with problems that the receptionist or first person you talk to can solve. They only have a set number of techs, and the techs have complained for years about all of the junk calls they've been getting. Some companies now have it set up, so that it cost you money to talk to the tech. This has been explained to me by a company I deal with, I will be dumping them as soon as I can find someone to replace them. They are set up so that it cost you around six dollars to just call them, it's an automated system. They charge you the money, then ask which department you want to talk to. I was very upset with this service, and I sent them an e-mail stating so, and demanded that they contact me by phone or I was dropping them right away. They did call me, and that is when they explained how their CS operated.

 

Len

[Rockytime]

Thanks for the response. I understand the problem. I understand that an experienced tech cannot be expected to be available for every question. I guess I am most disappointed on the fulfillment of my order. Over a month to deliver. I am a real Hawk enthusiast and will continue to deal with them. I'm just old and crabby.

[rjweb]

That's what's good about dealing with Ray at seyco with the Excalibur, he is always there to help.

[Rolf]

I have not heard anything yet.

A month for delivery is also not acceptable unless it was something not in stock that had to be made, but you should have been told that up front.

I do know that they have a very small staff that is spread very thin.  

I do give them credit for making the effort to support older machines, very few if any companies do that anymore Delta being one example.

Time will tell what happens with Excalibur when Ray runs out of parts.

[Rockytime]

Stuff happens. I'll always give a second chance.

[Scott Smith]

Hello Rocky,

 

I want to apologize for the trouble you have had recently with Hawk. We are a small, family owned and operated company. Nikole works in the mornings and is very well-versed on all the Hawk tools. Adreann works in the afternoons and helps some in the mornings and is also knowledgeable about our machines. Both are especially well-versed in discussing the scroll saws. If they don't know something, they get your information so they can discuss the problem with Nilus, co-owner and engineer for Bushton Manufacturing. He is very busy and does not take calls unless it becomes necessary for him to handle something personally. After collecting the necessary information, they are usually prompt in attempting to reach back out to you. In the case of something like the ShopSmith saw, we will provide what parts we have, but will not "upgrade" the machine to be a stand-alone unit because it is simply not cost effective for a 25+ year old machine.

 

The delay on your order for the 216VS was due to us being out of stock on parts. When you placed the order we were at the state fair and Adreann, who was working the offices full time while we were at the state fair, would not have been certain whether the parts were available or not since we send a lot of parts to the fair with us. I agree you should have gotten a return call once it was discovered your parts were on backorder, but these things sometimes get overlooked, especially in the hubbub of moving everything in and out for the state fair.

 

The one thing that I want to stress is that our "receptionists" are excellent technicians and can assist you with almost any problem you are having with a Hawk machine. If they don't have an answer, they will get one and get back to you as soon as they are able. They have issues when someone calls in and demands to speak to a "technician" and won't listen to them because, and I say this because they get it often, "I need a man to help me with this problem" or some other bigoted comment. Not saying this was the case in this instance, but it happens more often than people realize and it is highly offensive to assume that they can't help because they answered the phone and/or are a woman.

 

I want to take a moment to thank Rolf for reaching out to us. He watches several forums and has helped us reach out to several people with issues like this if he can't provide an answer himself. You are a blessing Rolf and we appreciate your support.

 

Scott Smith

Programmer/Machinist

Bushton Manufacturing

scott@bushtonmanufacturing.com

(620) 562-3557

[dgman]

Well, this reply says a lot! It shows they really do care!

[Rockytime]

Thank you for the reply. I understand and all is well. I owned a business with up to 30 employees and understand things do happen. I'm still a Hawk enthusiast. If my ship comes in before my pier collapses I'll own a new 220 VS. 

[SCROLLSAW703]

i bought a used 220VS two years ago, & upon receiving the saw, everything the former owner said he was sending with it were not there. I had to get in touch with Hawk to get the parts i needed. They were sent out immediately. And, in the two years i owned that saw, anything i needed, or problems i had, Miss Nicole was right there to help solve the issue. 

 

Recently, i started having problems with the 220, & Nicole scheduled a drive in appointment for us to bring the saw in for their techs to look over, and fix if possible. As it turned out, i wound up trading that 220 off for a BM - 26. My wife & i spent the day around their office & shop, & i can tell you from personal experience, you will not find a company in the business with more knowledgeable, helpful, polite folks. If they aren't able to answer your question, or help solve your issue in your phone call, they will research it & call you back asap. Trust me when I tell you, they will do all they can to help you. 

 

Nylis is one of the best engineers in the business. He knows how, what, & just exactly what parts saws need to make them run efficiently. I called & talked to him before i even bought my first saw. He is an extremely busy fella.

 

My advice, before you attempt to say things about a company & their tech support, ask other folks that own those machines. 

[Rolf]

Thank you Scott! How was the State Fair?

[Doug]

I posted this back in July but thought I would do again in this thread for those who are Hawk enthusiasts.  I bought a Hawk BM220 last summer (2015) for $1,150.  Used for less than 10 hours so like new condition and I will sell for $500 and you pay the shipping or pick it up in Lincoln, NE. Saw is a great saw but has one drawback which does not work for me.  The thumb screw clamps do not have a swivel end like my EX21 and like a DW788 have.  I almost exclusively use spiral blades which cause no problem with the swivel end thumb screw but lead to a lot of breakage with thumb screws not having a swivel end.  Unfortunately the EX and DW thumb screws are a different thread size and cannot be used in the Hawk.  I am not willing to hammer the end of my spiral blades flat as Bushton suggested others do. Bushton directed me to a swivel end thumb screw at Fastenal which is apparently the only swivel end thumb screw made with the correct thread size but it is both too long and the swivel end design does not work.

 

No complaints with Bushton or their service.  I drove to Bushton to pick the saw up when I bought it and they are all delightful and helpful folks and were helpful when I wrote about my problem.  It just happens that the thumb screw design does not work with the manner in which I use the saw.  I think it would be an excellent saw for those who hate spirals and primarily or all of the time use flat blades.

 

If you are really bored you can go back to the following post and read a comparison I did at the request of Randy (Hotshot).

 

http://www.scrollsawvillage.com/topic/20140-free-proxxon-ds-115e-scroll-saw/?p=205980

Edited October 27, 2016 by Doug

[JTTHECLOCKMAN]

Man there is a deal for someone for sure. Where we you when I bought mine some 15 years ago . All that because of swivel thumbscrews. They do make flat end spiral blades. Someone needs to jump on that saw. 

[Doug]

Man there is a deal for someone for sure. Where we you when I bought mine some 15 years ago . All that because of swivel thumbscrews. They do make flat end spiral blades. Someone needs to jump on that saw. 

Aw yes but they do not make 2/0 spirals with flat ends.

[JTTHECLOCKMAN]

You maybe right I do not use them. That is one on you though. When buying a saw especially in that price range you need to do your homework. It still is a slammin good deal for someone. I do hope someone takes you up on it. They are great saws. 

[ronniedev]

I have plased orders with Bushton Mfg. for replacement parts and also called for tech support and have always been very happy with the knowledgeable help I received. I have purhased replacement parts from Bushton Mfg. to refurbish several older Hawk Scroll Saw that I purchased on Craigs List and resold. I have never had anything but first rate service from the Bushton Crew.