This is John's business partner with the completion of the review: The techs that came out and installed the tool setter, ejector and my high pressure coolant broke my sub spindle collet by not properly screwing in a set screw into the collet. It caused the screw to get bent and jammed. They took 13 days to get a new collet and come out to install it. So all in all, I was supposed to have my machine totally running and trained by early November at the latest. It actually became early February. I told them this was unacceptable and that it has cost me a lot of money. The best they could do was offer me another free training. I told them I'd accept it when I was up and running so that he could help me get more efficient. As of writing this post, I haven't requested this training. Since then, I've asked them for an occasional support question. Probably 2 or 3 per month. Which they told me would be no problem before I bought my machine. My e-mails are regularly ignored. The only ones that get answered are ones that I call my sales guy up and complain to about being ignored. I had a problem with the post causing the machine to stall on a line of code. It took 3 weeks to get it resolved. I could say that 3 or 4 days of that 3 weeks was my problem. When I complained about the time it took to fix my issue, they also agreed that it wasn't an acceptable turn around time. I've had a few conversations with the manager here about all my problems and he always likes to ensure me that his other customers aren't treated as poorly as me and that they'll do better in the future. They also like to tell me that they're so busy making sales or preparing for conventions, that they don't have enough time to get to me sometimes. I'm not sure why they think this is good customer service. Existing customers should come before new customers in my opinion. They definitely don't believe in that though. In summary, I like the machine, it does what it needs to do. The control is a little difficult as it will error out without telling you what the problem is. I'd give the machine 4.5 stars. If it had good support behind it, this wouldn't be a problem and I'd probably give it 5 stars. However, the service is so awful that I can't give them more than 1 star. I feel bad writing this review because each person I've dealt with on an individual basis seems sincere and works very hard. However, as a company they constantly come up short. The only time I'm helped is if I call and complain to people for 15+ minutes. I believe it's because they're extremely understaffed. However, checking their website, they have 0 postings for new jobs in the Phx location.
