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Cnc service, or lack of?7/23
I would like to think that I am not the only one with this issue, but I canít get any help with my cnc. I have a SCM Pratix, and I have tried locally, I have tried federally, I have tried North American and I donít know how to get a hold of Italy or I would try them as well.
Generally you just get ignored, Rob who posts on this site said to give him a call, so I did about 6 weeks ago, he said he would check with the factory, ever since that, crickets, I have sent many emails and no reply. How hard is it to send a 1 minute email with an update, I honestly donít expect much at this point. Give the guy a break though, because everyone else in the company is the same way. It blows my mind how a company with such poor service stays in business??
Is this just a Scm problem or are you finding it the same with other companies as well?
What is everyone else doing for service? Are you getting better results? What would you do if you were in my position?
I am at the point where I donít really care anymore, it has been so long that I just gave up on it, I feel like a whipped dog.
Have a great day all.
Can you post some pictures ?
We are all here to support you.
Iíll spare you my stories. Fortunately my machines have support
The Italian companies blow my mind sometimes.
I have ordered a number of spindles from HSD and Hiteco (through various dealers).
Both HSD and Hiteco repeatedly miss shipping dates and times by months, never bother to email the dealers proactively to update them on status, etc.
This isn't one time, or sometimes, it's *every time*. I can't even fathom having such a horrible handle on your supply chain (it's either that or they know they won't make the dates and are lying to customers).
Talking with large scale operations that deal with them, they just buy large volumes and stock them because these companies simply can't be reliable in their estimates.
They are always forcing everyone else to ensure they are doing their job.
It is the epitome of overpromise, under-deliver.
It's just astonishing to me that any of them stay in business.
Eventually they'll lose business to some competitor in another country, and complain about it, when the real reason is "that competitor is reliable".
Thanks for the input everyone, I think these companies are very large and they sell products in so many countries, and they have people in all these countries, because of that it seems different scopes of work are either covered by 2 or 3 departments or are missed because it is assumed that another department is looking after it, that seems to be the problem with my issue.
As for Rob I have to eat some crow as I was using the wrong email address so I must apologize to him because as soon as he read my post he reached out to me.
Where are you located?
Buy a Thermwood, mines 13 yrs old, still running like a new one, and what little problem I have is solved over the phone on the same call I make to them and parts are next day. They are freaking awesome. Now my Italian made bander, what a joke when you need parts for that, or service. multiply a fair cost for a part x10 and you will come up with the cost..
Well some of this is due to the corona virus, plants everywhere are either shut down or running at reduced capacity. I tried to buy a wide format printer and none are to be found. Lets see most are made in china and we for some reason (political) we are not really doing business with them at the moment. It is going to get worse before it gets better so brace yourself especially when trying to buy parts internationally
Factories are shut down, management staff has been furloughed or laid off, supply chains are in shambles. There are no dealers that can help? Did you buy it directly from the factory?
I'm surprised the mods didn't delete your post. every time I have a complaint about a company zap its gone.
In my case I am not mad at anyone, i am a huge fan of SCM equipment when it is working properly. I am simply begging for assistance, no one wants to help me, it is always someone elseís problem, call this guy , or I will let so in so know and he will help you. Well guess what, they all end up like you mentioned, zap and they are gone.
Anyways have a wonderful day.
Perhaps people can help on this forum if you state the actual problem.
Scott, my bad... did you resolve or do you need someone to talk to? I will forward the issue and see if they can help.
It sounds like an electronic issue with a sensor, connection or switch from what i'm reading.
If you have a full set of schematics you could contact the nearest electronics shop and ask for their best troubleshooter.
Thanks for all the ideas and help, I have had some amazing people reach out and contact me.