I'm writing you to let you know what a great experience I had with dealing with Jack Wu. He was so helpful to me and my situation.
I bought my machines through Rubenstein brothers. I have an EFKA motor and no one in Alberta could fix it or test it. At the time I had no idea you had a shop in Edmonton.
I was flying to B.C to see my son and flew it with me to get Rubenstein to fix it. However, there was also no way to test the motor in Richmond. Jack was so helpful even though he could not test my motor he found the only person who could fix it but she lived in Montreal. He went back and forth with her and I on the phone to arrange where and what to do even though he was not making a cent off of looking at it for me. That kind of customer service is hard to find in this day and age.
I was not very close to the Richmond store and I asked him if he would be able to send it for me and I would pay him to do that rather then myself drive all the way to Richmond to pack it up and send it myself. Jack packaged it up for me in the most amazing way so the motor was safe from damage and sent me a picture of the package! Jack gave me the contact information and charged only for the shipping. I am forever grateful to him. He really helped me out in a big way.
I'm just entering my first year in a new business and you know how stressful and busy that can be I'm sure. He really took that huge stress off of me and I want him and all of you to know how much that helped me in a stressful busy time. Please thank him again for me!
We just wanted to let you know how much we appreciated Sameh’s efforts on our behalf with the recent issues plaguing our embroidery machine. He was very professional in his manner and the new board seems to have done the trick. Sandy was also very pleased with the adjustments he made to her unit in regard to the threads breaking.
We also appreciate the cost reduction of the circuit board.
All in all a satisfactory outcome.
Jack Wu from RB Digital, came to fix our DTG printer, he was very knowledgeable and he explained the problem with our printer and fixed it. Great service.
You and your company have proved to be first class in your efforts on our behalf and we would always recommend to anyone interested in the equipment you sell to deal with you rather than others because of your understanding of the needs of users like us.
Once again thanks very much.
Thank you Kevin and the team at RB Digital. As usual you have gone above and beyond my expectations to make sure that everything is perfect for our shop. I really appreciate it.
In 2008 my wife and I purchased a single head Tajima TFMX-C1501 embroidery machine from Brian Price. We were introduced to you at the time and enjoyed chatting with you while Brian worked out the details. Sasha delivered the machine the following week, set it up and then took the time to make sure we were 100% comfortable with the machine and ready for our first steps with DG/ML software. At the time my impression of you and your team was that of a team that worked together and placed customer satisfaction at the top of your personal and company goals.
Over the years I have always been impressed with the service from Rubenstein in Toronto. Tom-Kat Designs is likely one of your smallest customers and yet I have always felt we have been treated as if we were important and that our business mattered. Van has taken time to help with minor issues and you have always recognized us when we show up at trade shows and taken a few minutes to say hi. I only have good things to say about your products and the level of service received at all times.
As you are aware, just over 3 weeks ago our machine suffered a catastrophic failure. Initially it was thought to be the x/y driver board but in the end the CPU had failed, first intermittently and then totally. In the process of resolving my issue I worked with the Montreal service person, Parts in Winnipeg, Bill Bean and Van. Each one of them once again provided the level of service that I had experienced in the past with Rubenstein.
Due to at timing issue for holidays the repair process flow had a hiccup; Van was on holidays and the CPU and head was in the states for diagnosing the problem. You can imagine the stress at this end with our only embroidery machine down. I texted Van, knowing he was on holidays and may not even look at his phone. He promptly replied. Van had taken the time to find out the status of my parts. We were looking at 6 to 8 weeks. He gave me your name to call and to see if you could do anything to expedite the process.
That was just a week ago and thanks to your efforts we are up and running. I understand that involved getting a part from Japan in record time, reorganizing Van’s first day back from holidays to help us as well as making sure the parts sent to the states were returned to your plant for Van to use.
I cannot overstate our appreciation for the attention you and the team at Rubenstein have given to resolving our problem. While here working on our machine, Van was outstanding. He was extremely polite and his attention to detail ensured not only was our machine running 100%, but that it correctly communicated on our network and that I understood the new features in the upgraded software. I know you have many other customers and yet I was always able to reach you to get answers.
Thanks for your help and for making things happen fast to get us up and running. Sincerely
Wanted to thank you again for the time you took last week to walk me through some of the issues.
You were very kind and patient not to mention very helpful.
I've been able to locate a couple of other firms in the local area here who seem to be able to better meet my needs and have generated acceptable dst files.
Final product still to come but I have a much greater level of confidence than I did this time last week.
Many thanks for taking the time. I can't speak highly enough of your customer service ethic.
Bonjour Monsieur Baker,
Nous sommes une manufacture dans le domaine du linge d’usine et cela depuis environ dix-huit mois. J’aimerais porter à votre attention la qualité du services que nous anons eu avec Monsieur Jean Hamel. Il a été plus qu’un vendeur : un conseiller hors-pairs. Il a été une piece maîtresse dans notre demurrage et nous aurons encore besoin de lui, car nous prévoyons agrandir d’ici peu.
J’aimerails aussi mentionner, la qualité du travail et la disponibilité de Monsieur Michel Durand. En juin dernier, il étrait dans notre entreprise, nous avions fait l’achat d’une brodeuse chez vous et sa presence et son expertise furent trés appréciées.
Encore une fois merci pour le service professionnel et exemplaire que nous avons eu.
Veuillez agréer, Monsieur Baker, mes sincéres salutations.
Le directeur general
I want to tell you that the time you spent with me on the phone went above and beyond with the result being a perfectly running machine. I thought I was well-versed on the inner workings of this machine, but you proved that I only knew a minute amount of what needs to be known.
Thank you very much for teaching me and walking me through my problems. I am not exactly sure what ultimately cured my problems or what they were exactly in the first place, but this machine is humming along as well or better than it was before it went down.
It was my pleasure to take instructions from you.