Update, lathe manufacturers

Re: Update, lathe manufacturers

Jerry Hall

>"Those with bad service reputatations haven't...."

Seems a bit prejudicial, and or heavy handed. Not a very patient or welcoming statement that is likely to encourage the participation we would all like.

Just my reaction.....

Great idea for a forum tho, and I hope there is more participation. It would be great to hear from all major vendors. None of them is perfect, and this type of discussion, if constructive, will help all.

Re: Update, lathe manufacturers

Terry Daniel

>Jerry, I didn't mean for any of this to be "heavy-handed". I personally know of some very good lathes being manufactured but not backed by good service. I would think these companies are the ones who could benefit most from the chats. If they have a problem they need to address it head on and move forward. If they choose to ignore their customers they will get few if any referrals. And you are correct, we need to be very mindful of our attitudes when the reps are here....let's keep it constructive everyone!

TD

Re: Update, lathe manufacturers

Mark Kauder, Phenix CIty, AL

>TD,

This comment is not directed at you, but is an observation based on the chat last week.

I think we all need to get a prospective on "Service" and what is "Good Service". We have to realize that there will be a vast difference in what is "Good Service" from Oneway (Rolls Royce) and "Good Service" from Jet (Ford). I used to hear stories about a Rolls Royce breaking down in the middle of nowhere in Africa, and RR flying in a technician to fix it. You would never expect that sort of service from Ford. That level of service is factored into the purchase price up front.

IMHO, when low price is a factor, the service level will ALWAYS be lower.

Far too often, we buy Jet and expect Oneway service.

My personal experience with Jet and Delta (Ford and Chevy in my book) as always been fine, sometimes even fantastic. But I set my expectation level at the Ford level, not Rolls Royce.

Mark

Re: Update, lathe manufacturers

Terry Daniel

>I agree mark. I have seen a lot of posts where it is obvious that the complainer thinks the lathe manufacturer can send someone on a plane to fix their lathe at no cost. There is not enough profit to support this kind of service. On the other hand, if the manufacturer has a local rep then it would be possible for this to be done. So the question might be, "Do you have a local rep". How will repairs be handled?

Re: Update, lathe manufacturers

Stuart Johnson

> I think we all need to get a prospective on "Service" and what is "Good Service".

This will vary depending on each of our expectations. The company should spell out just what is meant by warranty. This is where any type of "service" comes into play. Way too often someone describes what wonderful service they received when there shouldn't have been a need for any servie. A case in point is the good / fast service folks talked about when PM was having a spindle thread size problem.

Far too often, we buy Jet and expect Oneway service.

I expect what I purchase to work and be free from manufacturing problems. Quality of material, casting finish (cosmetic), are things that go into price as well as labor but should not be service related issues. Cracked ways, bent spindles, missing or incorrect milled parts are the type of things that should not be tolerated regardless of the price.

Even good quality items wear out and can break. How the manufactuer deals with these is in my opinon how service should be judged. In last weeks chat several comments were made along the lines of each turner should be able to strip down and install anything on their lathe. This is all fine and good. A skill or trait that should be desired but for one I am not a mechanic. I have finally learned that if something breaks let someone who knows how fix it. In a nut shell I want to know how an item is serviced after use not how great a company is in servicing the machine a week after it is delivered.

Re: Update, lathe manufacturers

Mark Kauder. Phenix City, AL

>Here, here, Stuart. Well said. Thanks for fleshing out what I was trying to say.

Mark

Re: Update, lathe manufacturers

JL

>I think part of it is societal in nature. "Service jobs" are considered "menial". You have to go to college, get a degree, etc. If you don't have an infrastructure to support a product, it doesn't matter how good your engineering is. Things occasionally go bad or wrong. I don't expect someone to fly out on a plane and support my tool - that I reserve for my expensive lab instruments (where I have service contracts). I would like "centralized" or somewhat local service centers and good phone support.

Re: Update, lathe manufacturers

Fog Tanner

>To me, the company with the best service department is the one you don't have to call. If I look at a lathe and base a decision on how good the service department is, then I am not saying if something will be wrong, but I am saying that it is defective before I buy it.

I think the lathe should be judged on its merit, having to call is in effect a defect. It doesn't really matter how good they are on the other end, you are still out some time. If I had a new Jet or Oneway and had the machine die on a Friday, and one said the part would be here on Monday and the other Friday it wouldn't really matter - the weekend would be lost. And no service department can replace that, no matter how helpful they are.

So, for my part the "service" really needs to start back when the machine is designed and made. If you design and build towards failure, you will surely succeed. I would just as soon pay a little more for a good machine with a service department I don't have to call, than a cheaper machine with a really great service department that I get to know.

Wise words!

Terry Daniel

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