Application support - both machine and software

[JayMaechtlen]

Thread starter - I am in the US, and worked for Amada years ago. At that time, we provided application support for customers.
If someone had trouble cutting, or had a new material, we would work with them or run tests in the showroom to figure it out.
AFIK, we even had a software support group. Not sure how much of that was by paid subscription/paid maintenance.

Nowadays - how well do the manufacturers support the user?
Does Amada still provide application support?
How well do the other companies support their systems - who do you call for help?

Regards
Jay

Jay Maechtlen

http://www.laserpubs.com/techcomm

 

[krugtech]

the manufacterers typically only support the newer machines/software. Especially if it's the older DOS based combinations. What worries me is some of the newer systems have rolling pass codes used to get into the machine diagnostics/setup. if you need to get into the configuration menu and the manufacturer can't provide the codes anymore, the machine is basically scrap.

Chris Krug

http://krugtech.com/

Maximum Up-time, Minimum BS

 

[evans1089]

Amada do seem to help us quite a bit, but we do have to pay the 'Service' at a large expense.
If in need, we usually get an engineer and parts next day if necessary.

Thankfully if you find someone at the HQ you can chat to and trust, it makes problem solving alot easier.