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Returning Bad Parts when Having a CNC Machine Repaired
Question
Forum Responses
From the original questioner: The Biesse service branch office and parts center is 15 minutes away. The tech ordered the part. He could have taken the faulty part back, don't you think!? From contributor R: Call your Biesse sales rep and explain the situation. If he is like my rep, he will do whatever he can to make things right. We have a few Biesse machines and they usually will work with you. I do have to agree that most manufacturers will want the defective part back on warranty parts. From contributor M: Some manufacturers issue a UPS will call tag to have the part picked up and returned. From contributor J: We have considered the purchase of a Selco saw. What problems were you having? From contributor O: I for one do not blame you for your displeasure in this situation. The only way I would agree with the others here is if you aren't telling the whole story. I can say our machine company would not dream of handling something in this manner. I would not handle a replacement part situation like this with one of my customers either. From the original questioner: 20 or more service calls in the first year we had the award winning EBTR120 saw. Below are just some of the main issues we experienced in the first year of use: 1.) Saw does not cut all the way across panel. Laser material sensor misaligned. 2.) Side aligner broke off or bent at least five times due to poor machine logic. 3.) Auxiliary pusher hits upper main pusher beam. 4.) 3-4 times per day turning table does not come down stopping the machine. Forcing operators to stop using turning table due to constant interruptions. 5.) Automatic rear load does not feed the bundle to proper position. Then main pusher pushes material against stops, causing the entire pusher to go out of square. 6.) Control software crashing or freezing, forcing operator to restart machine. 7.) Encoders not working correctly, causing pour cut quality due to incorrect saw blade projection. 8.) Half the safety flaps already broken due to brittle and inflexible design. All issues with the machine in question have been for the most part resolved by Biesse. Their service and help in this matter have been nothing short of amazing.
From contributor Q: Just for clarity, I have worked for several machine manufacturers, including Biesse, and all have had very similar policies. To delicately put this, to send parts back via the technician is "loose business." If the part gets misplaced or lost, now there is one more variable in the equation. Most companies have a return authorization policy that is rather structured. Typically this does not include Tommy Technician hand delivering parts to the stock room or the customer. I can only imagine this has gotten worse since Sarbanes/Oxley! As you know, some of these components are costly. Typically technicians will not bring parts with them either for the same reasons! May not make sense, but... it is what it is! Would you like to add information to this article? Interested in writing or submitting an article? Have a question about this article? Have you reviewed the related Knowledge Base areas below? 
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