Let me tell you about Epilog's Tech Support:

[Alan Reilly]

I posted here yesterday asking about a possible burned-out X axis motor on my 2007 model Epilog Helix that I bought USED about a year ago. I had also emailed Epilog's Tech Support, but had not received an answer yet and was just hoping to get a quick answer so I could relieve my fears of having to spend big bucks.

I can only say I am MORE than impressed.

Let me post his replys (edited some for brevity):
YESTERDAY EVENING:

A.J.
Yes, I would agree that this sounds like an X motor issue. We have recently rolled out an upgrade for that machine that puts a fan behind the X motor, to keep it cool. I believe that you would benefit from both a motor replacement and fan upgrade and can have them sent at no charge. Please verify the address below and if correct, I can have a new motor and fan upgrade sent out for Wednesday morning delivery and will email you with the instructions on replacing the motor and installing the fan upgrade.

Regards, Brian DeNileon
Epilog Corp. Technical Support Team

TODAY:

A.J.
I have processed the order and it will ship today, for arrival at your location tomorrow. I have included the instructions for replacing the motor and installing the upgrade as attachments to this email and you will receive another email this afternoon with tracking information. Please let me know if you need anything else.
Regards, Brian DeNileon
Epilog Corp. Technical Support Team

[Robert Silvers]

My Waverunner supercharger clutch broke, and they refused to fix it being it was past the warranty deadline (even though I only had about 55 hours on it) even though the internet was flooded with people saying it happens to all of them at 50 hours, and that they redesigned it to fix that problem.

And my wife's Subaru had a suspension part break, and the forums said that it was under-designed and happened all the time, and the dealer would not fix it under warranty.

That all being said, I would say that fixing a design defect is just normal, and neither impressive or unimpressive. What is impressive are companies that fix stuff that was your fault and not theirs. And while I appreciate those companies, I don't think they need to fix stuff that is not their fault.

[Alan Reilly]

R.S. :
Tell ya' what I think:
7 yrs out of warranty, not the original owner...I'm more than satisfied.

[Phil Thien]

That is impressive!!!

[Dave Sheldrake]

R.S. :
Tell ya' what I think:
7 yrs out of warranty, not the original owner...I'm more than satisfied.

I tend to agree, I've known Chinese vendors refuse warranty claims on tubes after 10 days let alone 7 years!

It's nice to hear about satisfied customers from whatever vendor and a great win Alan

cheers

Dave

[Robert Silvers]

10 days after the machine was new? Or after the warranty expired? What did they say to deny the claim?

[Shane Archie]

I wish the Australian Epilog support was as good. Made a phone call yesterday morning stating that my 4 month old machine had alignment issues. Told the guy it was pretty urgent that someone phones me back as it is for my business. Still waiting for them to call me back 2 days later. So tempted and IF I purchased another Epilog, that I'll fly to America and purchase directly there and get it shipped back.

Shane.

[Dave Sheldrake]

10 days after the machine was new? Or after the warranty expired? What did they say to deny the claim?

Mechanical damage is not covered by warranty

when the housekeeper joint gave up and the end of the tube fell off. 47 days after manufacture date,1 day after delivery, 5 minutes after unpacking.

I've personally dealt with a chap who has 2 non working top of the range Chillers that were both new that hasn't been resolved after 3 months, a chap who's machine wouldn't connect to the PC and was offered no help to resolve the issue,

A client who had a machine arrive with non functioning red dot pointer who was told it would be $50 to ship a replacement under warranty

it's not always plain sailing

cheers

Dave

[John Bion]

This is just the thing that grabs all of us about western machine manufacturers - support when you need it - no if/but/perhaps. Congratulations to Epilog for selling themselves via customer care. There are other brands who could learn a great deal from this type of service. Time down is serious for any business - support is critical.
As a person who has imported direct from China - I am now watching these type of reports (and calculating Chinese downtime costs) with interest for my next purchase.
Regards, John

[AL Ursich]

And another Epilog Post that is the norm... Great Service...

AL

[Robert Silvers]

I would buy a higher end machine for serious business use for all sorts of reasons. Most of it mechanical, software, and meeting OSHA standards.

Part of the machine price is for it being a better machine. Part of it is margin. Part is for future service calls. Good service is not free - you can pay thousands in advance for it on the machine price, or you can take your chances and pay as things happen. I would like a US quality machine but at a lower price and with worse service.

Trotec charges 11 times as much for a rotary attachment as a Chinese one. So if it breaks and they fix it for free, vs the Chinese charging you for another one - was it really a win?

[Scott Shepherd]

Trotec charges 11 times as much for a rotary attachment as a Chinese one. So if it breaks and they fix it for free, vs the Chinese charging you for another one - was it really a win?

I think that's a selective argument. It could easily be argued the other way. If you buy one for 11 times less money and it ruins your customers products, was the savings worth it?

[Mike Null]

Or consider that it works when you have to have it and the Chinese product---who knows?

My Trotec has operated in a business environment for more than 6 years with one day of down time. I'll pay Trotec's price anytime. In fact, if I can manage a couple of transactions, I'll be buying a new 80 watt Trotec before long.

[Robert Silvers]

I think that's a selective argument. It could easily be argued the other way. If you buy one for 11 times less money and it ruins your customers products, was the savings worth it?

No. Ruining products is never ok.

What I would prefer is Trotec quality without the good support for $10,000 less.

[John Bion]

I think that's a selective argument. It could easily be argued the other way. If you buy one for 11 times less money and it ruins your customers products, was the savings worth it?

I am past with vainly trying to justify my Chinese purchase: how about telling a customer - "yes I will get your order to you tomorrow" ...... ooops - the machine has just thrown a wobbly and I can't do it any longer - or ....ooops, both chillers have stopped working and China is only happy to supply parts for one (and that after weeks of delay) - your customers surprisingly evaporate into thin air.
So in the real world (as aside from the theoretical one) the math goes (sort of) like this:
Chinese direct import + extra expense + contingency plans + down time + lost customers + frustration + business limps on.... VERSUS ... Western machine (or at minimum a Chinese machine locally supplied by reputable company) + satisfied customers - frustration - extra expense + business growing.
I have tried the former.
Kind Regards,
John