Complaints

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase this CNC Machine from this site: ****************************************************************************************  I also added the Ready-To-Run option for an additional $500 because I didn't have the time to build it myself. I even drove 2 hrs from ** to ** to pick it up last Friday 1/27/2023. When I got home the machine was FAR from ready ro run. The machines Y axis wasn't aligned, screws were loose, parts moving that shouldn't be, binding and tools not working properly. I contacted the merchant and they played the SHOCKED card. They started blaming the customer. For the last 7 days I've been wrenching on this machine because the OWNER Greg B***** ego is to big to accept fault and refund this service I paid for that I DID NOT RECEIVE.

  Business response

  02/03/2023

  In response to this customer's complaint and issues that he submitted in the First Email.jpg file

  1) The screw on the mounting plate seemed to come loose, we agree.  This probably happened during transport.  

  2) The Z spindle plate screws were loose - also something that probably happened during transport but we can not rule out that it was an error on our part

  3) Y Axis out of alignment - The machine was transported in the back of a pickup truck during the winter cold.  The machine was probably extremely cold when it arrived at the customer's location.  If the machine was not given time to get to room temperature, there could have been some binding when it was initially started up.  This is an adjustment issue that our support team could have worked out with the customer in a couple minute phone call.  (See below)

  4) The red jumper on the board is NOT supposed to be removed for for the sensor to work.  It is supposed to be left in and is in the manual stated as such.  So this was NOT an issue

  5) The TLS jack only works when pressed half way in - Again this is something we needed more information to diagnose.  A new sensor was sent to the customer at no charge immediately.  We can not say that there was not a wiring issue from our supplier until we get it back or get the customer on the phone to diagnose.  

  6) The screw on the limit switch - again we agree that this was not the customers fault and is something we have to look at internally

  7) The magnets dropped out - they are held in with glue.  It is very possible that the cold temps from transport could have affected the glue bond with the contraction of the steel as compared to the magnet. 

  8) NO loctite - The machine does not require loctite on every screw.  many screws are cut into the aluminum extrusion.  There are only a few as indicated in the manual that need to be and they were most likely done and the only way you can say "NO LOCTITE ANYWHERE" would be to remove every screw on the machine and completely rebuild it - which is NOT the case here.  A general statement made without proof of "every screw"

  The bottom line is that the customer asked for 50% of the assembly fee back ($499/2 = $250).  We agreed but decided to offer the customer a full refund of the assembly fee of $499 which was done this morning as we understand the customer needed to take some time to address these few issues and wanted to make it right.  

  In the meantime the customer filed a claim with ****** for the assembly fee and ****** found in favor of the customer so he has received the $499 from us back and an additional $249 from ****** so 150% of the assembly fee was returned to the customer.  

  Our support department and sales department were in contact with the customer the minute we knew there was an issue and we would have done anything possible to resolve quickly but several attempts of us calling were never met with a response.  The customer did go to ******** immediately complaining about the issues before even talking to our support team.   WE take a lot of pride in our product and our customer support.  We will do all we can ALWAYS to help resolve every customer's issues, but if the customer chooses not to return our calls so we can diagnose and resolve over the phone, then we are very limited on what we can do.   We addressed as much as we could via email, including sending a replacement Tool Length Sensor, but have not as of this response received a call back from the customer.  

  Social media should never be the first place to go with technical problems before even contacting and speaking with our support department.  We are dedicated to helping our customers but we need to be given the opportunity to do so. 

   

  Customer response

  02/06/2023

  ***** ** ****** ***** ******* ******** ** **** ***** ** *** ********** ******** *** ********* *********

   

  I would like the cancel this complaint. The merchant refunded me the service fees. 

   

  ** ****** **** **** ** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩