Epilog Laser

[Peck Sidara]

It seems the subject has been popular these past few days with Nigel's situation and it sparking others to come out and voice their opinions/experiences with the Epilog brand good, bad or neutral.

I can assure you that Epilog stands 100% behind their products and that our concern is not just the bottom line, it's the customers, distributors and employees.

So what does standing 100% behind your product mean, does it mean that everytime someone jumps on a public forum or "gently" notes that they'll take their complaints to public forums if we don't give them what they want, that we'll happily comply? I think not. Those who have worked with me in the technical support department in the past should know that we're fair with our decisions and in many, many cases have bent over backwards to help our customers out. Sometimes our decisions may not appear to be fair to the customer, but rest assured, options were given. Perhaps the customer didn't like the options given but they were presented. Just because a brand new replacement wasn't offered to be driven to the customers facility overnight by the president of Epilog himself, doesn't mean Epilog isn't standing behind their product. That's a little severe, I know, but if there's one thing I know about the company which has employed me for close to 10 years, it's that we're reasonable and fair and the people behind the name truly believes in the product.

As far as any complaint goes, there's always two sides to the story and for some odd reason, the complainer's (whoever it is, myself included at times) view tends to be one sided, loaded with information that helps support their cause and seldomly includes information from the other side.

So does my little note fix any ongoing issues that some of our customers may be experiencing? No, absolutely not.

If you are having difficulties with your Epilog and are having a difficult time finding resolution. I urge you to send me a PM with some background information and I'll personally take it to the appropriate manager and/or owners and there will be resolution, one way or another.

(HERE'S THE FINE PRINT)

Sending me a PM about your situation doesn't = free laser tube and lifetime warranty on your equipment with 24/7 technical support.

Threats don't work very well, you're better off working with us on a solution that we can both agree on vs. making absurd demands.

Name calling of Epilog employees on the SMC forum or any other forum isn't recommended and won't likely help your cause. Mark Schwarz is Epilog's domestic sales manager, my colleague and a good friend. Shame on you.

Lastly, if you don't already know or can't already tell, I'm not Epilog's Corporate PR guy. I'm in sales, working applications & helping out where and when I can.

[Nigel Morgan]

Hi Peck,

The internet is good tool for sales and marketing and I wished I had found SMC before I made my purchase. I have asked for the contact details of the management at Epilog but no one replies, I have been in touch with "Orange Chamber of Commerce" and got a name which I will chase up on Monday.
Thanks for all your help you have given me in the past, especially over the weekends when it is difficult to get hold of anyone, you are obviously appreciated here at SMC.

Cheers

Nigel

[Keith Outten]

Nigel,

Now that Peck has responded and offered to help send him a Private Message with all of the details and he will present your issues to the appropriate people. Peck has an outstanding track record helping our Members so give him the opportunity to take your case to the proper level.

.

[Nigel Morgan]

Hi Keith,

Have previously done so, will wait now until Monday over there but I understand it's a Holiday week for you and perhaps many peolpe will be off work.

Cheers

Nigel

[Scott Shepherd]

Put me in line Peck, I've had no forward momentum since you helped last month.

Aside from my personal issues, and bringing in what Keith said in a previous thread, I'll ask you- what's reasonable to ask a customer to do when he's having a problem when the machine is under warranty? Spend $20 out of pocket? $100 out of pocket? $200 out of pocket? What's reasonable?

Also, what's a reasonable amount of time for a customer to spend working on a machine that's brand new and under warranty? 1 hour? 5 hours? 40 hours? 100 hours? What's reasonable?

I'm not sure what you consider reasonable, but I do know what I consider unreasonable. I consider having to spend $150-200 on material with no compensation is unreasonable. I consider having to spend $50 to next day air samples, uncompensated, unreasonable. I consider having to spend more than 40 hours working on a machine unreasonable.

It's tough to even talk about it online and most of us don't, until we reach a point where we feel we have been pushed to the back of the line. You may not like what's said on forums about your company, but strip out some of the emotion from recent posts and look at the core. The core is that there are times when people seem to slip through the cracks. If it isn't fixed by tech support by swapping parts out, it appears that people are slipping through the long term care/special cases side of the business. If you can't hear that or read that in these posts, then you need to reread them.

I can honestly say I have done everything Epilog asked me to do, except for a phone call last week where I was asked once again to run the same test on a different material and send in the results. I'm not made of money and time. I can't afford to ruin sheet of material after sheet of material, and I shouldn't have to.

I'd love to be a cheerleader for Epilog. I love the machine, just wish I didn't have to do stupid stuff to make it work like I was told it would work by the sales team.

So, put me in the line, doesn't matter where. You already know the details. Same as last time. Shifting and banding. If you need more details, let me know.

[Larry Bratton]

Scott:
Here here!!! I couldn't agree with you more. As you know, I am fully aware of your problem as we have corresponded. Based on what I know, you have been very very reasonable up to this point. As I told you the other day, I have been totally amazed by the whole thing and why it has not been resolved. Maybe I don't know all the details, but I personally would never have endured as long as you.

In the meantime, my Epilog Ext continues to operate without problems related the the machine. Operator error, yes, machine no at this juncture. However, be rest assured that if I were to have problems like you have had, I am not a very patient person, especially with the manufacturers of machines, that cost as much as these things do, and in warranty to boot, I would have already taken some drastic steps to get it corrected.

Good luck with your continuing pursuit of a resolution.

[Carol VanArnam]

Well I love my Epilog and have had no problems at all. I'm sorry to hear of the problems you've mentioned Nigel. I know any brand would could come with issues. I could NEVER get the sales rep to call on the Universal laser I was previously wanting to purchase before my Epilog. I have to say Peck is trying to help and I think when you are done you will be more than happy with Epilog. I know it can be frustrating but I've always seen Epilog stand up and do the right thing.

You've posted over and over how bad your machine is. I don't think it's fair to trash Epilog since we all don't know both sides of the story. I'm not trying to be a jerk so please forgive me but I guess I'm just trying to say is work with Peck and get the problems fixed. I don't feel it's fair to Epilog when they sell thousands of machines and have thousands of happy customers. In the states we have a lemon law because every once in a while a lemon happens. Sounds like you got it. Peck and Epilog, I believe will do the right thing if you continue to work with them.....

(well that's my 2 cents worth...)

[Peck Sidara]

Steve,

I'm not sure what's considered reasonable for your situation but do agree that we need to find a solution for your difficulties and that you've done more that what we've asked. I'll be meeting with Eric Mitchiner, service manager today and will let you know where we stand, what we'll do and how to proceed. I'll let you know as soon as I find out, until then, hang in there. We'll get it resolved soon enough.

[Rob Bosworth]

Here he comes to save the day. I knew all we needed to do was get Peck involved and things will get better. Best of luck to you all.

Remember, you can catch more flies with honey than with vinegar.

[James Stokes]

Hey Peck, My Epilog works great, no problems.
Since this was put on a public board and you responded on a public board how about posting the solution to the problem on the public board.

[Joe Pelonio]

I'll chime in too. I have been dissapointed at the lack of tube longevity and the x-motor problems but other than that am very pleased with my Epilog, which often is running 10 hours a day 5-7 days a week. I have also been very happy with the service from Epilog over the last 3 years.

[Nigel Morgan]

Hi Joe,

Do you work direct with Epilog?

Cheers

Nigel

[Carol VanArnam]

I can find 25 VERY HAPPY EPILOG customers for every
negative
rant
rant
rant.....



I guess I'm trying to say when will the Epilog ranting end..... I hope soon. Seeing over 6 threads on the same topic with the same few folks ranting is very disheartening....

[Nancy Laird]

Seeing over 6 threads on the same topic with the same few folks ranting is very disheartening....

Carol, it's disheartening and disappointing to me to see people unhappy with a piece of equipment that won't be made right by the company that built and sold it. After time after time after time of attempting to resolve problems with the company, it seems that the only way to get any satisfaction is to rant. I'm glad you're happy with yours, but Nigel and others are not.

Nancy

[Keith Outten]

A laser engraver like any other complex machine is composed of many parts that are produced by a number of vendors. It only takes one faulty part to prevent a new machine from performing. The manufacturer who assembles, sells and warrants the new equipment is paid to deliver a machine that meets the advertised specifications, an occasional failure is expected by every manufacturer and frustrating to the end user.

I mentioned before that companies who manufacture machines are judged by how they respond and correct problems with the machines they sell. In the past there was minimal information available to the public concerning failures of specific equipment. These days every failure is advertised to the masses and is having a serious impact on sales of machines and companies that receive a reputation for too many machines that fail or their perceived lack of timely corrective action.

Peck has made some good points in his post but the bottom line is that every company needs to incorporate the impact of wide area networking into their marketing and sales strategies. They enjoy the benefits of inexpensive advertising and increased communication with potential and existing customers, they will also have to adjust to the fact that those same customers have access to the same resources.

I own an Epilog Legend 24 that was shipped to me on December 11th, 2001 and has proven to be a very good machine. I have had a couple of problems with my laser engraver but they were solved quickly by Epilog, in fact Peck was the one who helped resolve my problems and I was more than satisfied with the speed of Epilogs resolution. Working through my first CO2 Tube failure and replacement was part of my own education in laser engraving, there are lots of lessons to be learned and my expectations are different now.

In the last few months I have been operating a new Xenetech XLT1322-60 at CNU and have experienced problems. Some of the problems my were my fault as I have not been able to adjust to the machine and its software as quickly as I had expected. Although I am now productive with the Xenetech there have been hardware and software related issues that were not operator error which complicates the situation and increases frustration not knowing whether it is me or the machine. Its not easy to be patient when there is pressure to produce or increased stress related to financial responsibilities.

.