Blog — Formed Earth Studio

Jo Reid September 1, 2023

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The power of customer service!

I ordered a new wheel from Bailey Pottery Equipment back in July 2022. Because of the now infamous supply chain issue they did not receive wheels from NIDEC until October. I was part of a huge backlog for orders, my new wheel was scheduled to arrive in December. Then they called me and said someone had canceled their order, would I like that wheel? YES PLEASE!! Well, the wheel came but the package looked like it had been in the front lines of a war. The delivery person from UPS helped me unpack it and we inspected it for damage. Seeing none, he offered to carry the 100lb wheel head to my studio! Wow, shout out for great customer service.

Sad news, the wheel, a VL-Whisper, had major issues including some loose parts and very scary noises. I worked with Bailey Pottery Supply and sent them videos for trouble shooting. We tried several solutions, but they didn’t solve the problem. Bailey contacted NIDEC. After reviewing the videos NIDEC offered to exchange the wheel - no charge for shipping! The new wheel arrived Friday afternoon and with the help of my very strong hubby and my new hand truck we moved the new wheel to the shop. JOY! The new wheel is silent, strong and responsive!!

Thank you! Thank you! Thank you! to both Bailey Pottery Supply and NIDEC. Your customer service exceeded my expectations. I am now a fan for life. (Posted Jan 9, 2023).

I plan to use this blog for sharing stories of great people I meet, introducing readers to new artists, and sharing the beauty of the Pacific Northwest that inspire my pieces. Thank you for reading.