Fletcher Customer service

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GUMBY GCF

GUMBY GCF

SGF, Supreme Grumble Framer
In Memorium
Rest In Peace

Gone but not forgotten
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I have never had to deal with Fletcher on any products.
However I needed a screw for my 3000 glass cutter.
Called customer service ..... Figuring this will take 1/2 hour
Well a real live person answered the phone on second ring.....
He Asked what he could help me with. I said "I need a screw for my 3000 Glass cutter & gave him the part number for the board cutting blade". He said, "That screw had been discontinued but the one for the plexi cutter is the substitute and I will send one right out.."
He Asked for my Name address.
"So how much will that be" I asked.
He said " No charge is there anything else"

Took all of 5 min......
There you have what I call real old fashion customer service.....
 
I had my DonMar rep in and we were talking about the F3000. I complained that the mat blade screw was trashed and I couldn't get one to fit from the harddware store. He laughed at me and called Fletcher. Within days I got the F3000 repair kit, comes with 2 of every screw, even a new glass wheel "cow catcher thingy", a new mat hold down tape and bushings :) part number 12-191! So happy, it's like a brand new machine again!
 
GUMBY said:
"I need a screw for my 3000 Glass cutter & gave him the part number for the board cutting blade". He said, "That screw had been discontinued but the one for the plexi cutter is the substitute .....
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It's great that FT responded the way they did. I had the same experience a few years ago.

I find it funny though that the screw for the plexi cutter is the same screw as for the glass cutter and that one is discontinued and the other is not. If they are the same, why not call them the same. Why have two part #'s to begin with? At this point just label them #----/#---- and you got it covered. :D
 
That's the same screw that is worn on mine. Can we just call and ask about the "Gumby Screw". That way they don't have to confirm or deny whether it is different or the same and dicontinued but not really.
 
Fletcher-Terry has been an industry leader in customer service for decades.

Around 1988, I had a Fletcher 2000 mat cutter. A problem prompted me to call FT for help. The next day, John Peterson, the VP of Sales, showed up at my front door to offer assistance.

Now granted, my home is only about 10 minutes from FT headquarters in Farmington, CT, but that is still remarkable service.
 
That is refreshing, considering how frequently companies put the most unfriendly, unhelpful people in positions where they have to interact with customers.
 
Yep, I've always had great service too whenever I've needed something for the 3000 or for one of the points guns.
 
You can get replacement screws for the 3000 at Ace Hardware, but you have to file or grind off a few threads to shorten them. I replaced mine with a phillips head and it doesn't get torn up like the standard head.
 
Nice Jeff..... but just don't try screwing with Gumby!~

Jeff Rodier said:
That's the same screw that is worn on mine. Can we just call and ask about the "Gumby Screw". That way they don't have to confirm or deny whether it is different or the same and dicontinued but not really.
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I tried ACE hardware and as you mentioned screws not short enough & I did not feel like taking the time to make something work when I could get the proper part.

I do agree that the phillps or even an allen wrench head would be better.
 
Jeff Rodier said:
That's the same screw that is worn on mine. Can we just call and ask about the "Gumby Screw". That way they don't have to confirm or deny whether it is different or the same and dicontinued but not really.
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Jeff order this number part number 12-191. Its a box with the screw and other parts for the worn out ones on your cutter.
 
GUMBY said:
Nice Jeff..... but just don't try screwing with Gumby!~



I tried ACE hardware and as you mentioned screws not short enough & I did not feel like taking the time to make something work when I could get the proper part.

I do agree that the phillps or even an allen wrench head would be better.
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I would like a quick release, like on bicycle hubs. It would make turning the head so much easier.... :) Haven't done that yet, but everytime I take the turret off to change a blade I think, "next time....".
 
Jeff Rodier said:
Is that the one with the foam strip for the clamp as well Bob.
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Yeah, foam strip, 2 springs, 3 bushings and 6 screws!! 6WHOLE SCREWS!! Whooo hoo, you'll lose the box before you can use all the screws!

Don't know what it cost as my rep had them sent it to me, but it is definitely worth the price. Twice as much since it was free.. :)
 
Bob Doyle said:
Within days I got the F3000 repair kit, comes with 2 of every screw, even a new glass wheel "cow catcher thingy", a new mat hold down tape and bushings :) part number 12-191! So happy, it's like a brand new machine again!
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My mat hold down tape is wearing out on my 3100. How hard was it to replace the tape on a 3000 (or 3100) for anyone that has done that? I don't really want to take it apart to do it.

My tape has worn off for the bottom 18" or so.
 
I called two days ago. I said, "I moved my old wall cutter and lost the mat cutting and glass cutting insert and...." He interrupted, "we have the glass cutting insert and the mat cutting one is not avalable."

He was amazingly helpful but almost to much so. He didn't ask for my model number or anything. I'm somewhat unsure if I'm getting the right part or not but this guy seemed to really really really really know his their products.

I guess I still need to find my blade insert. Ugh, I hate moving and can't find anything!
 
Parts is parts...

Jay H said:
I called two days ago. I said, "I moved my old wall cutter and lost the mat cutting and glass cutting insert and ......I guess I still need to find my blade insert. Ugh, I hate moving and can't find anything!
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Jay,

I'm guessing that when you say "insert" you might be making reference to pillar posts on an F-8400 Wall Cutter? Or the oversized pillar posts on and F-3100?

The correct language (terminology) or part number become important in this situations. ;)

John
 
Yea John that's what I was thinking. This guy seemed to know exactly what I needed although I really had no idea what it was called.

This machine is 7500 models. What I lost was the metal blocks that slide into the head. I tried so hard to hang onto those that I put them some place that I can't remember. I'll stumble on them 10 years from now when I'm moving again I'm sure.

Bob, where could I find that info for a 7554. I couldn't find any.
 
Tough find....

Jay H said:
...Bob, where could I find that info for a 7554. I couldn't find any.
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Jay,

You won't have luck finding that on their website...except maybe a handbul of parts that it shared with the 8400 series. The 75 in that reference tells you that it was released in 1975.

8400 parts are hard to find, much less those for a 7554 machine. Check with Paul Cascio!

John
 
Bob Doyle said:
And their website does have exploded views and part numbers on it.
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Jay H said:
Bob, where could I find that info for a 7554. I couldn't find any.
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Sorry, just trying to be helpful, not be an expert. John has answered more knowledgably than I did. Did you look at United? Their old catalogs had exploded views. Framersupply.com and pictureframerequipment.com have manuals online for many machines. Maybe they have an old manual. the old manuals used to have exploded views and more info in them than today's have. The net ha lots of info on it if you can find it:)
 
Yea that's what I have learned John. It's an old machine so it doesn't surprise me. I expected it for that matter. That's kind of why I was a bit apprehensive when the guy knew what I was looking for without asking a single question before I finished describing what I need.

At least I can get the glass cutter. I believe it's the same one the 8400 uses. I suppose it has a different blade holder to cut mats, cardboard, fc?

Bob, I started looking online. I had no luck so decided to call the pros. It seems they knew exactly what I needed literally in seconds. I'd say he rattled off a part number in 10-15 seconds. That is assuming I get the right part!
 
For those that really want the rest of the story....

Jay H; said:
...I had no luck so decided to call the pros. It seems they knew exactly what I needed literally in seconds. I'd say he rattled off a part number in 10-15 seconds. That is assuming I get the right part!
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My guess is that you will Jay. You probably spoke with Brian or more than likely Rich ("rattled off a part number").

The 7500 machines were wall glass cutters (Hardware Industry)

The 8400 machines were wall glass cutters that got modifed in their lifetime to accept acrylic, matboard, foam board. Early models didn't have right arm extensions.

The F-3000 was the first machine really designed from scratch for the North American picture framing market (and it shows it with features and functionality).

The F-3100 was developed primarily for the European market where more MDF is utilized, hence it was also embraced by the domestic sign industry in the U.S. and Canada as well.

:D John
 
If I don't find the blade holder to cut mats, I may look at modifying the glass cutting block.

I've used this my whole life and never had a seconds problem. It is older than I am. I have several parts for it but not the glass wheel and blade holders.

Again they seemed to know exactly what I needed and took my order and was off the phone in 2 minutes flat.
 
Gritsko Johnklein used to be the go-to guy at C+H, for their equipment. He was a walking encyclopedia of knowledge of parts etc., and was very helpful. Having employees like these is invaluable for a company. I'm glad Fletcher still realizes that.
:cool: Rick
 
John Ranes II said:
The F-3000 was the first machine really designed from scratch for the North American picture framing market (and it shows it with features and functionality).

The F-3100 was developed primarily for the European market where more MDF is utilized, hence it was also embraced by the domestic sign industry in the U.S. and Canada as well.

:D John
Click to expand...

When I bought my wall cutter I gave my decision a lot of thought and finally decided that the 3100 was the one for me.

I cut a lot of cardboard which will dull a blade very quick. Cut a couple of pieces of cardboard and your next piece of foamcore will tear more than cut.

I got an extra blade holder just for cardboard and when my matboard/foamcore blade is changed it goes into the cardboard blade holder.

Since it only takes a few seconds to change blade holders I am still glad I got the 3100.
 
Bob Doyle said:
Jeff order this number part number 12-191. Its a box with the screw and other parts for the worn out ones on your cutter.
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I have the same problem as everyone else, I guess I better call before they run out!
 
I got the part. It's the right one. It holds the cutting wheel on one side but what is that set screw on the back side supposed to hold?
 
JayH you must be closer(or more clout) I have not gotten mine yet...
 
I dropped John's name. You must have neglected to do that? You're such a novice :)
 
why do I feel so used....
 
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