Originally Posted by
Erik Loza
One thing I remember about the Elite-S J/P's is that most of them really needed true re-calibration after final delivery. The cast iron tables are so long on that particular machine that I suspect they shift around quite a bit during transport. If you look at that cast iron tables from the underneath, the ratio of "table hanging out in space" compared to quadrant that the parallelogram rods occupy/can adjust is much more skewed than most machines of similar class. Not necessarily a bad thing but I would expect a full commissioning to be required on a machine with tables that size. Hope you get it sorted out.
Erik
From an old thread on customer service https://sawmillcreek.org/showthread....stomer-service
Erik Loza
Felder Rep
Join DateApr 2012LocationAustin, TXPosts3,762
Alan, I've worked for two of the players you mentioned and will give you my thoughts.
First, you need to clarify which machines we are talking about. Any Martin, machine, for example, will automatically include a tech to set it up. You can't set up one of those yourself. This would be the case for any machine, regardless of brand, that has electronics. You would not have to deal with most of your concerns because part of the price you pay will include dealer install, service, and support. Now, regarding Minimax (and some SCM) as well as some of those other brands, the price you pay generally DOES NOT include setup or install, unless you specifically pay for that service. For example, most owners will never need a tech to set up or even to service a bandsaw. It's a simple machine that does not warrant that level of mfr. support. Here are how I personally handle the specific issues you are asking about:
1.) "The problem is so bad that the machine needs to be replaced". This is very rare but does happen and is almost always the result of freight damage. Minor freight damage, ordinarily I will direct SCM's parts department to ship out the needed parts and the customer can just re-fit them, himself. The only time I would replace an entire machine is if the damage was catastrophic or if there were some issue that just made more sense from a monetary perspective, to have the customer put the machine back on the pallet and have me ship him a new one. But that is very rare.
2.) The problem is something that can be "fixed" over the phone by talking to a technician and learning what to do. This is the most common scenario and that is exactly what how I handle it. In the vast majority of cases, this is all that is needed. It is assumed that the owner will have a willingness to roll his sleeves up and help solve the issue.
3.) The problem needs an onsite visit from a factory trained technician. Again, very rare. The more complicated the machine, the higher the chance and it almost always is the electronics.
The labor rate you mentioned for travel is fair and is normal in the industry. I will be the first to say that the one area any of the mfrs. could benefit from is more tech support staff. That is an industry-wide situation. You can never have enough techs or service guys.
The best advice I can give you (or anyone) who is buying Euro machinery is that you need to be willing to do some work on your end and be prepared to act outside your comfort zone. Be that wrangling machines from the curbside to your shop, troubleshooting electrics yourself, being persistent on the phone with tech support, or perhaps paying to have the tech handle it all for you. This is industrial machinery, not shoes from Zappos. Once that truck shows up, it's yours. The only customers customers I've ever had that were totally dissatisfied (and there aren't many) were ones who, the moment something went askew of their plans, took the approach of, "I paid THIS much, so shouldn't have to lift a finger", or started issuing threats and ultimatums right off the bat. That's setting yourself up for unhappiness. In other words, you will need to be involved at possibly a number of different levels if an issue does come up.
This is blunt talk but I hope it helps. Best of luck with your research.
Erik
Derek, I'm just curious if commissioning was recommended when you ordered this machine. It sounds as though you expected it to be plug and play. I assume that anything short of a Martin is going to be a kit and have no qualms about making adjustments, but I have been tweaking used machinery for some time. It seems as though anyone buying a new machine like this should budget for either having a tech set it up or taking the time and having the equipment to do it themself.