Nova Customer Support in USA?

[Bob Borzelleri]

Seems to have taken a turn for the worse. Last I checked in a year or so ago, I recall good response.

I've tried, since last week, to get some info on the tailstock chuck adaptor shown on the Nova site and so far, my first attempt reached what appeared to be an answering service and no call back. My second call reached an answering machine so I guess that was a bit closer to the target, but still no cigar.

My generally positive experience with the Nova lathe is beginning to fade a bit.

BTW, anyone here know anything about the tailstock adaptor; as in does it exist?

Thanks,
Bob

[Ken Fitzgerald]

Bob,

I am ignorant about Nova lathes. Is the tailstock the typical #2 morse taper?

If it is a #2 Morse tape.....I bought this: http://www.woodturnerscatalog.com/store/Lathe_Accessories___Spindle_Accessories___Reverse_ Chucking_Alignment_Adapter___reverse_chuck?Args=

[Michael Ginsberg]

Bob, Recently (within the last two-three weeks) there were threads regarding who and what number to call at Teknatool. Apparently they just recently moved their offices. Good Luck!
Michael

[Bob Borzelleri]

Bob,

I am ignorant about Nova lathes. Is the tailstock the typical #2 morse taper?

If it is a #2 Morse tape.....I bought this: http://www.woodturnerscatalog.com/store/Lathe_Accessories___Spindle_Accessories___Reverse_ Chucking_Alignment_Adapter___reverse_chuck?Args=

Hi Ken... Thanks for the reply. Yes it is a #2. Looks like that product will work. Thanks again.


Bob, Recently (within the last two-three weeks) there were threads regarding who and what number to call at Teknatool. Apparently they just recently moved their offices. Good Luck!
Michael

Hi Michael... Thanks for the reply. I will do a search. It looks like Tim (last person i spoke to at Tekatool USA) might not be the guy anymore. The current setup seems like a black hole.

In the meantime, I'm going to pick up on Ken's suggestion and get the alternate tool from WTC. Thanks again.

...Bob

[Steve Vaughan]

Seems like they're really struggling right now. I miss Tim. Fast and complete service with him, no issues at all. Haven't had to deal with the new office and personnel, but it's sounding like they're a bit lost. Hope NOVA can get this figured out. And, that tailstock adapter mentioned should work for you just fine. I can't remember when and where I got mine, either from the site listed above, or off Amazon or somewhere, but I do know that I had it in my hand when the website was only giving a release date for the U.S. market...and I had the actual NOVA tailstock adapter product in my hand...couldn't figure that one out...guess they couldn't either. I like 'em and the product but I'm hating what I'm hearing. And, I hope they're reading up on the creek.

[Tim Thiebaut]

I take it this adaptor is so that you can mount a chuck on the tail stock is tht correct?

[Ralph Lindberg]

I'm on the other side, I had nothing but problems with Tim G. While I have had good results with the new service center. Tim G was slow to repair, even given deadlines. While the new service center has shipped items, when they said they would, every time.
If you call outside of regular business hours, you will get the answering service
If you call during regular business hours you will talk to someone, of everyone is not already on a phone-line.

Since I have a Oneway live-center, I bought an adapter that converts the 3/4x10 to 1-1/4x8. Thus allowing me to do the type of operation you want. There are a number of places that sell this type of system

[Ken Fitzgerald]

I take it this adaptor is so that you can mount a chuck on the tail stock is tht correct?

Tim,
where it comes in handy is for centering a bowl or hollowform to turn the tenon off that's in the chuck. This can be used equally well with a vacuumn chuck or a donut chuck. You take the bowl off the spindle leaving the chuck attached. In the case of the donut chuck, you place the donut over the tailstock, and then screw the adapter into the chuck. Then slide the assembled chuck/adapter/morse taper into the tailstock.....bring the tailstock up near the vacuumn chuck or the backing plate of the donut chuck that is mounted on the spindle. Then lock the tailstock....using the quill bring the bowl upto the vacuumn adapter or the donut base plate on the spindle. Turn on the vacuumn or bring the donut off the tailstock and capture the bowl.....install the appropriate bolts. When the vacuumn is great enough or the bolts on the donut chuck are tightened properly, the bowl is perfectly centered. You release the tenon from the chuck by opening the jaws....back the tailstock out of the way.

In short, it allows for perfect centering of a bowl for turning the tenon off and finishing the bottom.

[Greg Kuzmeskus]

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Here ya go try this.. I called twice today and was told I would be called back... Well it's now 8:30 pm and no calll good luck

[Mark Hubl]

Don't hold your breath. Here is a response from last March.

"Dear Mark:

Thanks for contacting us and your interest in the tailstock chuck adaptor.

Unfortunately this item will not become available until late May. We will send a batch of tailstock adaptors to our US service center via courier. You will be able to purchase from them at that time.

Please feel free to contact me again, should you require any assistance with this matter.

PS: In order to continue improving our product and service. Please take a few minutes to complete a customer satisfaction survey at http://www.teknatool.com/CRM/Feedback.htm and tell us what you think about our customer support.

Yours sincerely"

When they opened their new support center I sent an email. Waited a week and finally got an email from Fan again. This time he just said they were not available. Teknatool's support is sorely lacking in my opinion.

[Ryan Baker]

This whole business is very disappointing. When they booted Tim G. out it was supposedly to improve their supprt offerings. So they went from a system that was well received by almost everyone to a much worse system which cannot be reached and will not return calls. Excuses about transitioning offices don't cut it. Those issues can be fixed in one business day. Teknatool needs to get this resolved fast or it will become a big reason to avoid doing business with them.

[Ray Bell]

Big sigh....anybody want to buy a Nova DVR XP lathe???

[Warren Gibson]

This has been an interesting thread for me to watch. I recently started turning bowls (been doing pens for about 3 years) and it's become obvious that my Jet mini is only going to take me so far. The DVR XP was the top lathe on my list. Would any of you not buy a this lathe based on this info? I really liked belt-less design of the DVR XP. Are there any other similar units out there? Although it's very possible that by the time I actually have the money saved up for this, these problems may very well be resolved.

[Steve Vaughan]

Warren, I think that customer service is critical to your satisfaction with a product of this sort. I've got the DVR and love it, but I'm not liking what I read, and have read in the past.

Mark, that's a similar reply that I got from them last year when I bought my tailstock chuck adapter. What makes absolutely no sense to me is that I actually bought that NOVA tailstock chuck adapter, the one showing on their website, the real deal, from another supplier - either Amazon, Packard, Hartville Tool, or Craft Supplies USA (can't remember which). In fact, while my order had been turned in and was being processed, I emailed Teknatool and got my response that it wasn't yet available in the US of A yet from that Fan guy. Then I got my piece like a day or two later. Go figure. Really crazy and I'm just hoping they can get it together.

[Bill Blasic]

Warren,
It is a great lathe and well worth the money (especially when it is on sale). Moving a service center and getting a new person up to speed is not an instantaneous event. Given time to learn all the past product and new ones coming I think it will be a well run center in the near future. There are a couple Nova groups on the internet, the one I run is on the MyFamily site and you can subscribe by sending an email with your first and last name to novauser1@verizon.net There you can ask questions, post your work and see some nice innovations that some of the Nova owners have made to their equipment.
Bill

[Bob Haverstock]

[QUOTE=Steve Vaughan;1627002]Warren, I think that customer service is critical to your satisfaction with a product of this sort.

Steve has a very good point. About a year ago. I bought a new Nova 16-24 from WoodCraft. The tailstock hand wheel thrust key (I know, that isn't the correct name) failed. WoodCraft got a replacement for me. I know that CraftSupply also sell Nova lathes other companies may also sell Nova lathes. I try to work thru my dealer, I have bought my few acessories thru WoodCraft also. BTW, I'm well pleased with my simple step pulley Nova lathe. Well, back under my rock, no ice and snow there.

Bob Haverstock

[Ray Bell]

Now that the bugs have been taken care of (thanks Tim), and I have added the hinged bed extension, I love my DVR. Hopefully the new call center becomes more efficient.

[John Coloccia]

[QUOTE=Steve Vaughan;1627002]Warren, I think that customer service is critical to your satisfaction with a product of this sort.

Steve has a very good point. About a year ago. I bought a new Nova 16-24 from WoodCraft. The tailstock hand wheel thrust key (I know, that isn't the correct name) failed. WoodCraft got a replacement for me. I know that CraftSupply also sell Nova lathes other companies may also sell Nova lathes. I try to work thru my dealer, I have bought my few acessories thru WoodCraft also. BTW, I'm well pleased with my simple step pulley Nova lathe. Well, back under my rock, no ice and snow there.

Bob Haverstock

Working through a dealer when you can, a GOOD dealer that is, is a great point. I buy everything I can through my local Woodcraft. I know people have varying opinions but suffice it to say I have a GOOD Woodcraft. Anyhow, they've always come through and helped when I've had to get issues resolved. I know that everything should just work and CS should be perfect all the time, but having a good dealer on your side can be very helpful when someone drops the ball somewhere.

[Ralph Lindberg]

The transition from the old service to the new has certainly not been as smooth as Teknatool might have hoped. But part of the reason they did it was to take service past a "one man" and expand service hours.
One of my club members lathe died (3000 DVR) this week, he contacted them and they are having him ship the boards down for repair/rework. We will see how long this repair takes.
As to the live center adapter, IMO not an issue. This is actually something Teknatool didn't invent and is available from a number of sources

BTW, in addition to Bill's group there is a Yahoo Group