What's happening at Epilog?

[Jeff DeVore]

I had major problems with ordering parts a couple of weeks ago. First time waited 15 minutes to get through. Next time sent me directly to voice mail without the option of holding. Left voice mail and 24 hours latter no response. Sent email also with no response. Called order number again and sent directly to voice mail and left message with no return call in 24 hours. Called again and got on hold. I was determined to stay on the line until a tecnician answer. After 15 minutes on hold I was transferred to voice mail. My wife could hear me yell at the other end of the house. I called back 2 hours later and finally got through to a tecnician. Buy then I was a trite bit mad but he was very professional and calmed me down and took my order and I received it fast. He told me that they had been breaking in new techs and apologized. I have always had great service from them in the past. Tomorrow I have to order a new tube and not looking forward to the hassle. I wonder if this is the same Peck Sidara: https://www.facebook.com/pages/The-A...101452?sk=info

[Jeff DeVore]

Just an update. I got right through to order my tube today and I think it was Eric did a great job, Jeff.

[Keith Outten]

I wonder how much training it takes for a new technician or anyone else for that matter to be able to answer the phone?
.

[Martin Boekers]

I wonder how much training it takes for a new technician or anyone else for that matter to be able to answer the phone?
.

The problem is what they say when they answer the phone.

In the old days when copier companies sent people out to repair it always seemed
that they sent someone out to fiddle around with it, I called him the "delay guy"
as long as someone was there most companies didn't complain. It always seemed
about an hour later another guy came and in minutes we were up and running again!
"the Closer!"

Shoot if Epilog wasn't so far away I'd apply for the job!

[Larry Bratton]

Continuation - I had to purchase a new tube this week. I started the process on Tuesday after going through all the troubleshooting procedures with Ian at Epilog, he recommended a new tube (my current one was 3 years old). OK..so how much? Well $1395.00 plus the core charge deposit (heart in throat). Joe Pelonio had posted that if you send the tube prior to them shipping the new tube, they will waive the core charge. So, it turns out this is a great way to do it. First of all, it drops the price of the tube by $200 to $1195 for what they now call a Model A tube but you have to pay the shipping. So I pulled the tube, packed it up and shipped it second day air. I supplied Ian with the tracking number for the old tube. I assumed they would not ship until they received the old tube...nope..they would ship now with payment. OK, it's now Wednesday, I finalize the order and they tell me it will ship 2 day UPS (my account) and I will get it today (Friday). Yesterday morning, I do not have a tracking number and the money has not been taken from my account...hummm...so I call. Now this is what I liked, seems the tube HAD NOT GONE OUT because they had some processing problems with their system for payment. Solution- they shipped it NEXT DAY AIR at NO CHARGE! It is supposed to be here today as planned. Invoiced me for the $1195 and no more.
Sometimes companies have problems. This happens, but how they react to solve the problem is what counts. I have owned an Epilog machine for almost 5 years now and they are still the best in my book when it comes to tech support and service.

Continuation: Well I am sorry to report that this did not turn out as previously stated. When UPS came on Friday, I was expecting my tube as promised. UPS driver did not have it. OK, I really really need this tube, so I call to see what happened. As it turns out, instead of the tube being shipped by next day the shipping failed to be changed and it shipped 2nd day air. Brian DeNelion got involved at this point and came through like a champ...HE SHIPPED ANOTHER TUBE, OVERNIGHT, Saturday delivery on them. I had to drive 30 miles to a UPS store in order to get it Saturday, but that part worked out. Get home, open the box, guess what, no fans. So, I'm still dead in the water. Ian failed to tell me to keep the fans off the old tube, and since it is not written anywhere, I shipped what he told me. So, this is Monday now, I call, they have my fans, so they ship them overnight. Got them Tuesday.

Time to install and align. Since we don't do alignments too often, I always call tech support for help but I said I think I can do it. So, I worked with it for a couple of hours and still could not get it right, so I called tech support. I get Joe, who I have never heard of and we started doing the alignment. Went through the procedure as he dictated. Now, catch this, after an hour and half on the phone, the machine will not cut a lick. He says, we can't resolve this today, as it was after 6 his time, and he would call me back first thing tomorrow. I went to sleep thinking about what was going wrong. I dug around until I found a set of written instructions and started at instruction #1. I discovered that the tech had failed to align the burn to the center of the hole where the beam enters the periscope. This is done with mirror #1 on the EXT. After I did that, I got it working perfectly. Guess it just goes to show that IF ALL ELSE FAILS, READ THE DIRECTIONS! By the way, Joe never called back or followed up. Not too good.

[Tim Bateson]

I talked to our local (other end of the state) Epilog rep the other day. I wanted to order a 1.5 lens. It's odd he doesn't have his own URL or email - still using AOL. Great for my mom or a non-techie sister, but seriously??? I have trouble taking ANY business serious that can't spend a couple dollars for their own URL (.com/.net/...). Maybe I'm a techie snob, but I doubt I'm the only one who feels this way. Just doesn't feel professional. Then to top it off, he ONLY excepts cash or checks. I haven't had to write a real check in several years. In fact my bank has changed owner twice & I don't even have current checks. Now I have to buy checks for 1 item or drive across the state to pay cash. Can I use a different rep?

[Martin Boekers]

[QUOTE=Larry Bratton;1909181]Continuation:
Time to install and align. Since we don't do alignments too often, I always call tech support for help but I said I think I can do it. QUOTE]

It bothers me that Epilog is having issues, Brian and Ian have always been the best support for me
through the years. I know their time right now is frustrating for them until this "ship" is righted.
I wonder if the influx of cheaper lasers has anything to do with some issues they may be facing?
The competition is getting greater and keeping a full staff may not be as easy or profitable.

That being said the do provide fine equipment, but many of us buy and continue to buy because
of their service through the years.

One thing would be nice, just not Epilog but ALL manufacturers is to produce a quick video for standard
procedures such as, alignment, replacing motors, encoder strips etc. Now that would be a big help!
That goes for all manufactures. If you are listening....take heed!

[Tim Bateson]

Correction to my post - Epilog sent my an old email address of my rep. Thanks Kellie.

[Bill Cunningham]

I don't use a rep, I go directly to Epilog.. They got my two cores back today, the original bad one, and the replacement for the replacement. My machine is working just fine now. Brian has promised to credit me with all my extra costs.. They have issued one credit for the import costs on the first shipment, now they just have the import costs on the second replacement which I put through my broker rather than paying the UPS rip-off custom clearing charges, and the return shipping for the old parts. We'll see how it goes..My total costs including the credit they have already issued were around $130.00, because nothing was marked 'warranty replacement'.. I sure hope their back up to speed soon!

[Bill Cunningham]

Got a apology email from Epilog today, along with credit notes for my full out of pocket expenses.. It's unfortunate when 'stuff' happens, but it's nice to know that when your dealing with a good company, things they can control always eventually get sorted out. I'm sure the staff newbie problems will be temporary as they come up to speed ..I'm still a satisfied customer

[Tom Buzz Bernard]

I have trouble taking ANY business serious that can't spend a couple dollars for their own URL (.com/.net/...). Maybe I'm a techie snob, but I doubt I'm the only one who feels this way. Just doesn't feel professional.

Tim I mean this with humor and humility.

I am guilty! I do have several URL's, more than a dozen company email addresses, BUT I still use my AOL account to do my replies. Just not that big a deal for me, I am comfortable, but I am told at the office everyone else hates AOL

We have spent the money, but I still use AOL, do I have to change