There is no problem with our service or after service, ask anyone who actually has a machine from us. Sure maybe we miss something along the way from time to time, but if we are notified, we will certainly handle it.
Let RichL comment about the repair and how it went when and if he decides to, I really do not know what that other post is talking about. The other poster does not have a machine from us. A machine is not a lemon if it has a bearing go out almost 2 years after having it. Its funny because it was added long after things were settled, just waiting on a response from him. Trying to stir things up for an unknown reason.
Frustrating, yes, but its not like it happened 5 times in that 2 years. Things happen, they get repaired, they are machines. I bought a new Ram 3500 back in 2003. Fuel pump went out on my way home. Brand new. They replaced it and its still going strong. Rusted out, but still running well.
I am not sure what is meant by the text thing, I do not do that. Maybe email, it is so much easier to keep track and handle things by email.
Unrelated to any previous posts, but to explain why we prefer email if possible:
First I am not here at my desk 24 hours a day 7 days a week. Close, but not that much. And if I am, I am also working on many things like the new models that we have coming out soon in the small mill range. It can be very difficult when I am in the middle of thinking hard, steam coming off of my head, then I take a call. (Please do not ask about the new models now, but the details will be out as soon as I have them. 2 New bench top mills from Taiwan.) For this reason we have way more than just me who can see the emails. At least 5 people who can answer tech questions if needed. And Pictures are worth 1000 words as people say, and its true. So others also take care of many of the emails. I could not possibly handle it all. We all work together. And we have one guy here who is excellent, but he has a speech problem and can not talk on the phone. But he is an asset to us, and is very good at what he does. He works on many of your DRO's. I also have a few more tech people starting in the near future, but its going to take them time to know the machines like I do. So this gives them a little time to figure out the problem compared with someone calling and wanting and instant answer to something thats not common. We were growing very fast, and then the tariffs hit, so that put some of the hiring on hold for a bit. We are fine as a company, but that was a little scary, and there is a balance between instant support or good support, super expensive or reasonable. Heck I could have a dedicated support specialist for everyone available 24 hours a day, but then the cost would be 50% higher. Not going to work in this type of market. I could ask everyone on here if they would pay 10% or 20% more for a certain level of support and people would all say sure, but then when it comes time to buy, I will hear "XXX is cheaper", you need to beat it by 10%. I deal too, no problem there, but at a certain point, things cost money and its that simple. What is the saying, Cheap Fast or Good, pick 2.
Second, its so much easier to keep track of things by emails. We literally ship thousands of machines each year. While I do remember a lot, I can not possibly remember who I talked to about a loose screw 3 months ago. But if its in an email, I can read what was below and refresh on it first and have an answer that makes sense.
Last, I will talk to anyone when I am able, in fact, I prefer talking about machines over doing business end stuff. But when people start taking up 1 to 2 hours of my time with far off topic conversations about wild ideas, ex wives, the world, politics, whatever, I am sorry, I just do not have time for that. You would not believe some of the talkers we get. I am not talking about a little casual conversation, no problem there. But it gets wild, and I do not have time to do that plus take care of other customers. And other than hanging up, I just can not get them off the phone. I have to figure out how to handle that one, I still have not yet. And then you get the "you told me this", but in email, its all in writing. For these reasons, I had no choice but to start recording calls. I've even played them back for people and they tell me they did not say that. OK. Anyway sorry to get off topic, this is only like 1% or less of people, thankfully the other 99% are a pleasure to deal with. And I've learned, those are the people who we work to please. And do not take this meaning not to call. Feel free. Just please keep the conversations on topic or close to it.
As far as checking the machines, we do that and run each one before it leaves here. Not hours though, they are ran, checked out, but we are not talking a week long check out. Takes them only about 1 hour for these models. More on the higher end models that we have.
Sorry for the long reply, need to get back to work now.
I have not talked to RichL since, as stated above, I am sure he will comment when he has time. He has our contact info if he needs anything.
) when I get closer to buying one. I'm room-challenged at the moment.