AjaxCNC What is their deal?

[RP Designs]

Ok, i have been trying to contact AjaxCNC for several weeks by phone to get some questions answered in regards to their control kits. I have had some success in reaching Scott via email, and had my questions answered to about 80% satisfaction. I have called their sales line several times and have left messages in order to talk to Scott, or whomever, and clarify some items for my particular mill retrofit, get a price estimate, figure out options get delivery time etc. All of my phone calls have basically gone un-returned, however when I post here publicly on the zone I get a response. Several members have posted up and stated they like the quality of the AjaxCNC kit and recommend buying it, but I can never get anyone from sales to return my calls. In researching this on this and another forum I find that this is their typical way of conducting business and simply don't return calls!For the record, my last call to AjaxCNC was made on thurday at 9am and it is now monday at a quarter to 2pm.

So what is the deal, is Ajax just a part time one man shop? If so, why don't you return your phone calls or provide a time when calls are answered? I am pretty frustrated with the experience and am at the point of taking my money elsewhere.

Here is a similar thread for your reading pleasure:
http://www.cnczone.com/vb...hlight=ajaxcnc

[advt001]

I am interested in this system too but I have not tried to contact them yet.I guess there isn't any reason to try until business improves.Does their tech support operate the same way?

[ajaxscott]

Rob,

I returned your call and left a message Friday 5/29 at 8:47am PST. Please check your voice mail.

I will answer your call immediately if I'm not already on another call but I won't interrupt a call to take another. I am on the phone pretty much constantly, the best way to reach us is through email. Several people answer email inquiries but I'm the only one answering sales inquiries at the moment and I also take support calls. Tech support has their own line but I often get calls on the sales line because people know me and the sales number is the one they're used to calling because of the original sale. Please keep in mind that a typical call can take 30-45 minutes while I gather information about existing motors, drives, encoders etc... it doesn't take many of those to fill up the day.

I will try you again this AM

Regards

Scott

[RP Designs]

I have no record of that call on my phone.

[ajaxscott]

Originally Posted by RP Designs I have no record of that call on my phone.

Rob ,

I just called and left another message.

#16-4##-0161

Regards

Scott

[RP Designs]

Originally Posted by ajaxscott Rob , I just called and left another message. #16-4##-0161 Regards Scott

OK, I thought I gave you my cell phone number, that is the valid number. I will need to check my messages at that number and if I missed it I certainly apologize. I will try and call you again.

[Neal.R2E3]

I would just like to say that I called ajaxcnc the other day and I left a message and then called again about an hour later and got ahold of scott he was very helpful & knowledgeable and when I get the info together about my servo motors and encoders I will defiantly be purchasing from them.

[Interact77]

The Ajax cnc system is great. I have two DC systems and i just purchased an AC system (drives can run either AC or DC servos). The controls are great....really easy to use. Both Jesse and Scott have been very helpful over the years. I bought my 1st system in 2004.

[RP Designs]

Well I don't know what I am doing wrong because I have been trying to get a hold of someone to get some information about an encoder, a fourth axis and a few other issues and have yet to get a call back. I called and left a message at Ajax Nov 10th (9:31 am my time) and then sent an email message same day about 5 minutes later and have yet to hear back on either. And I DID buy their product.
I have found that Scott is helpful when I can reach him and generally tech emails are answered within a day or so, but the sales calls go unanswered for me which sort of leaves me scratching my head.
I am not knocking their product, I haven't even had a chance to really evaluate it. But it does certainly slow things down when you run into a roadblock and don't get calls returned or emails answered.

[ontheroad]

Us too. I just wanted to write to say we had the same problem getting answers and that was the major reason we didn't buy Ajax. We went with mach and now are using Camsoft.

[TheGreenMachine]

I'm having the same problems. I purchased their retrofit and it un unexpectedly took about a month until I received it. I expected to have it installed and running within that month since I had free time then. Now its two months since I received it and help from tech support takes long in between responses, I can only guess as to how many thousand it has cost me in lost business.

The ajax specific software for the Mach 3 kit is still in the production stages, I had to wait for a update just to get it to recognize the encoders. Also the instructions and schematics are lacking. This might be a decent system if they fixed some of the issues and tech support would actually respond back within, lets say 24 hours. Until then look elsewhere.

If anyone from AJAX is reading this I still need to get my motors tuned and would like a response back. If not I would like to return the whole system and install something else so the mill can start making chips again.

[ewest]

I want my money back too! Same deal!

Originally Posted by TheGreenMachine I'm having the same problems. I purchased their retrofit and it un unexpectedly took about a month until I received it. I expected to have it installed and running within that month since I had free time then. Now its two months since I received it and help from tech support takes long in between responses, I can only guess as to how many thousand it has cost me in lost business. The ajax specific software for the Mach 3 kit is still in the production stages, I had to wait for a update just to get it to recognize the encoders. Also the instructions and schematics are lacking. This might be a decent system if they fixed some of the issues and tech support would actually respond back within, lets say 24 hours. Until then look elsewhere. If anyone from AJAX is reading this I still need to get my motors tuned and would like a response back. If not I would like to return the whole system and install something else so the mill can start making chips again.