Perry Holbrook
02-01-2011, 7:55 PM
Last year I purchased a machine from a major equipment company. I don't want to give specifics because it may sound like bashing, which I am not doing. When I did a test run, I found a major problem that could not be adjusted out. I called their tech support and basically as soon as I briefly stated the problem, the tech said, "We've had problems with that machine, just send it back." I told him that was not acceptable and asked to talk to someone else. He gave me the phone number of the sales manager for my terrority.
Turned out, the sales manager was a good guy, showed concern about my problem and how it had been handled. After attempting to locate a local repair center, we agreed that I could take a look inside the machine and if I could fix it, they would compensate me for my time.
I actually found 2 flaws in their design. One involved relying on maching a casting to very close torrerence, when, if missed, cause very excessive play in two mating surfaces, the other was just poor design. I called the sales guy, who approved me to make any and all changes necessary, which I did plus adding an additional adjustment feature. I took pictures of the changes and submitted a report.
For compensation, I suggested a rather large discount on a future purchase.
The end of the story. Today, I received an industrial duty metal cutting saw, purchased at their mfg cost, and my changes are being tested at their production facility prior to full implementation.
I gotta say, I wasn't very happy after my first call to the tech guy, but now I've got a saw that I would never have any other way.
Just thought I would share.
Perry
Turned out, the sales manager was a good guy, showed concern about my problem and how it had been handled. After attempting to locate a local repair center, we agreed that I could take a look inside the machine and if I could fix it, they would compensate me for my time.
I actually found 2 flaws in their design. One involved relying on maching a casting to very close torrerence, when, if missed, cause very excessive play in two mating surfaces, the other was just poor design. I called the sales guy, who approved me to make any and all changes necessary, which I did plus adding an additional adjustment feature. I took pictures of the changes and submitted a report.
For compensation, I suggested a rather large discount on a future purchase.
The end of the story. Today, I received an industrial duty metal cutting saw, purchased at their mfg cost, and my changes are being tested at their production facility prior to full implementation.
I gotta say, I wasn't very happy after my first call to the tech guy, but now I've got a saw that I would never have any other way.
Just thought I would share.
Perry