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Stiles Machinery Technical Support

3/4/16       
JimHerron

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!!

3/5/16       #2: Stiles Machinery Technical Support ...
james mcgrew Member

I too like hearing these storys ! thanks.

3/5/16       #3: Stiles Machinery Technical Support ...
MICHAEL COLLINS Member

i own an edgebander of stiles they have the greatest support. just like you when u have a problem you don't wait long to get it fixed. i give them 5 stars.

but on the other hand i bought an scmi widebelt sander & have had a problem with it for months. the support of scmi is terrible & it is still under warranty. they promise you everything & i have yet to get it fixed . now going on 3 months. if i had to do over i would have paid a lot more for the stiles to get true support.

3/5/16       #4: Stiles Machinery Technical Support ...
Al Chalifoux

Same experience here, night and day difference between Stiles and SCMI!

3/7/16       #5: Stiles Machinery Technical Support ...
Ken Member

I purchased a used F45 slider and had a few issues requiring calls to Stiles. I also thought how much is this going to cost but they would just talk me through what ever it was and say have a nice day. Customer Service is still alive.

3/11/16       #6: Stiles Machinery Technical Support ...
cabmaker

I bought a brand new Butfering sander from Stiles. While I was waiting for it to arrive I figured I would get a jump start on the dust collection. All I had to work with was the color brochure that described the whole line so I reached out to Stiles for the spec sheets.

I called, and called and called and called. For some reason the person I needed to talk with was "in a meeting".

The morning my electrician was set arrive I called again and explained rather belligerently that I didn't care if the President of Stiles was in a meeting I wanted him to personally make sure I got my information. I explained "politely" that my next step was to describe this experience on the Woodweb.

It took about three minutes for the information I needed to come across the fax machine. I guess they must have adjourned the "meeting".

I bought the machine for $29K at a show. After it was installed I received an invoice for $35K. When I pointed out that the paperwork clearly stated $29K they said their salesman wasn't authorized to sell it for that amount. The machine was in my building by this time and they had already cashed my check so I told them to pound sand.

It's been a pretty good machine and I would buy it again.

3/19/16       #7: Stiles Machinery Technical Support ...
Gary B.

Stiles has excellent support no doubt....best I've witnessed for a machine company.

I guess the old saying really is true: you get what you pay for. For the most part, I've chosen to pay for quality machines, and focus on productivity of those machines. This has worked well for me so far.

Two things that keep me coming back to Weeke and Homag's for CNC machines: Excellent support, and great programming software directly on the machine controller.

I love the fact that I can program most odd ball things directly on the shop floor, as they occur, instead of going back to my desk. Just this week, We had some Paint grade shaker doors come in the wrong size. The project had to go, and there was no time to reorder. I figured I'd try to make one out of MDF with the tooling we had. I made 1 test sample, figure out my tool paths and sequece, saved it as a component, and brought the components into another program, sized the door and I was running. This entire process, from design and programming to 3 finished doors was 30 minutes. If I had to program from Microvellum, to machine, and back to Microvellum, I'm guess much more.

3/19/16       #8: Stiles Machinery Technical Support ...
cabmaker

I agree with Gary. You do get what you pay for.

The $45 Stiles charged me to mail a #8 pan head screw was a bargain compared to what it might cost me to get in my truck and drive to the hardware store and back.

3/19/16       #9: Stiles Machinery Technical Support ...
Gary B.

Tim,

That's why I don't buy screws from a machine company. Seriously though, their prices for parts are very high. But they can usually have what you need to you the next day. I only order from them if I can't get an alternative from Automationdirect.com or mcmastercarr.com

Just recently I was quoted a high price for our pop up support rails on our point to point. I was able to make more of them with 1/2 hour of programming and some scrap. But I was real happy when I got a new motor for our bander the next morning when it was down.

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