Had to share my experience with Stiles Machinery today.
I have a 2000 Weeke BP60 that I purchased used (18hrs) from a high school auction 5 years or so ago. After initial setup by an independent tech I have had very few issues.
As we have been very busy installing product the last 3-4 weeks I haven't had the need to even turn on the point to point for for the last two weeks.
Came in this morning, turned it on, and the fence pins wouldn't pop up, and consequently the machine wouldn't home or function. I did a basic check-air pressure, power, safety fence and found no issues.
Call the independent tech, got his voicemail, and learned he had changed career direction and was no longer doing service/tech work. Good for him, not so good for me.
I called Stiles in Dallas to see if they had a tech they could recommend, and he stated that while they had several available, he asked if I had contacted Stiles technical support by phone. I stated I hadn't and thought to myself- "Sure, I can see them wanting to offer technical support on a used machine...." so I got my credit card handy and called the number the Stiles rep in Dallas gave me.
Left a message and contact info with the receptionist and thought I'll hear from them 2 weeks from next Tuesday, if ever.
About 30 minutes later a very apologetic service manager called to say he had several people sick out and calls waiting, but someone would call me as soon as possible.
About an hour later, my phone rings, the tech takes my machine number, and asks me to verify that the contact information he has is correct and gave a case number in case we were disconnected.
He spent approx 30-40 minutes evaluating the problem, having me check relays, voltage, and then walks me thru a pc to controller transfer. Tells me to shut the machine down, wait 5 minutes, and restart, and he would call back in 15-20 minutes. It worked perfectly and he called back just as he said he would.
I asked him the charges, and he said there are none and to have a great weekend. Talk about customer care! I was treated like I bought the machine new, straight off the showroom floor, from the initial call, all the way thru resolution of the problem.
Thank you Stiles Machinery for the great customer support!!