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CNC called in sick
Last Post 13 Oct 2008 02:04 PM by Mike Gladstone. 7 Replies.
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Andy
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04 Oct 2008 03:44 PM  
Last Tuesday, my computer crashed.  I had two large commercial jobs ready to cut, but without the communication between the computer and cnc, nothing could be done.  We resorted to old school fabrication techniques which took some getting used to.

After almost three days of tinkering I figured I was missing a file to complete the connection.  So I called Multicam for assistance.

Thinking I would get some phone support and a resolution, I waited until I had all the programs loaded onto the new computer and the cnc was up an ready to accept a command.  That's when the @#$% hit the fan.

I talked with the lady at the Multicam distributor and she said it would be sometime the following week before a tech could check it out.  Keep in mind, I purchased the CNC from Multicam because they are only three miles from my shop.

Now I am steamin mad, so I called the tech in Texas.  They informed me that they couldn't do anything to help because there may be some conflict later and the local guy wouldn't know what had taken place.  So communication between the two were screwed and my CNC became a huge paperweight.

So I called the owner of Multicam, left a nice message describing their rediculous policy of not helping a customer that paid $90,000 for a machine.  A representative called me back and the issue was resolved.

The tech shows up and I explained the problem.  He goes to his car, gets a memory stick, uploads and the machine works perfect.  Only thing left to do is write up the invoice and pay the tech.  Hold on to your seat.  The bill was for one hour labor at $125 and a trip charge for $125.  Couldn't believe it.  I appreciated the expidited service, but traveling 3 miles for $125 seems a bit extreme.

Moral of the story, don't every think that machinery doesn't complain or call in sick.  It may just cost you a pretty penny.
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Paul Bingham
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05 Oct 2008 08:06 AM  

Andy,

Sorry to hear you have had such a hard time with getting your CNC running after loosing your computer. The charges especially for travel seem a little extreme.

A month ago we lost our computer as well. Couldn't find the disk with the software. Called my service tech in Montreal and he emailed the files I needed and helped set the system up over the phone. The entire process took a couple of hours including setup of new computer.

NO CHARGE!

Can't beat AXYZ!

Paul

Andy
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05 Oct 2008 11:26 AM  
I am now going to ghost the hard drive so I can swap the drive if I have a problem.  I can't afford to have a cnc down for a week because of what is really a small problem.

I like the way you were helped on the phone.
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Len Smith
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06 Oct 2008 04:09 PM  
Andy,

As you know, I could tell you stories about the "pristine" service we were promised by a certain CNC manufacturer, but let me just say that since we unloaded the beast in question and bought a new CNC, our office has been blissfully free of drama in the CNC department, and it's been that way for about a year and a half!


Mike Gladstone
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12 Oct 2008 08:10 PM  

Len,

What CNC do you have now?

Mike G
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Len Smith
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13 Oct 2008 01:08 PM  
Mike,

It's an AXYZ.  For our needs, it's worked like a charm.  I will never buy another MultiCam product for as long as I'm in business.
Tom M
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13 Oct 2008 01:16 PM  
Len, interestingly, that's what I thought you were referring to.
It always seemed to come down to those two. I'm happy I went with the AXYZ.
"Our doubts are traitors and make us lose the good we oft might win, by fearing to attempt." - Shakespeare
Mike Gladstone
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13 Oct 2008 02:04 PM  

Len,

That would have been my guess. I've had mine in place since 1999. Only major thing I've had to replace is a couple of inverters for the Perske Routers (I 'm in Clearwater FL right next to Tampa(Lightning Capitol of the World) Service and support can't be beat.

Mike G
GCI Solid Surface Countertops
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