It's well over 7 months since my Maxicam 1325 C SE-T-V machine arrived in Barbados and I haven't produced one single item.
Some of the delay can't be solely attributed to Maxicam as it is due to a combination of misunderstanding and/or wrong information plus several overseas business trips and lack of planning ahead on my part.
To start with, I couldn't connect the machine to the grid because I only have 220V, single phase and the machine is 3-phase. Prior to placing order I checked with the local power company and was told that the area in which my business is located, the supply is 220V 3-wire. That term, '3-wire' is NOT 3-phase and that's the first hiccup. In order to get the machine to work I would either have to get the power company to install 3-phase at my (great) expense or buy/import a rotary phase converter. I opted for the latter and by the time that one arrived and was installed, we were in Sept. Then we had to rewire the place because my wire gauges weren't substantial enough for 1325 together with compressor, vacuum pump,dust collector etc. etc......so, more delay.
Also, the compressor was mistakenly delivered with a 380V motor. It was suggested elsewhere on this forum that I could change the motor-wiring to delta and run it on 220V. The engineers at Maxicam discouraged me from doing that and promply sent a step-up transformer to my consolidator in Xiamen.
Once connected, all I could do was to move the spindle all over the table by MPG or jogging via console but that was about it.
Linda Wu and Monica Lu at Maxicam organized for an engineer to be available via Skype and video cam and for many, many days we tried to resolve the problem. Skype and vidcam are great but whereas I could physically see the entire table, the field of view via cam is limited and when I was told to do something on the inverters at the back of the console and showing it with the camera, engineer could not see the screen or the table/gantry as I could see at a glance. Camera had to be moved constantly. We tried all kinds of settings on the controller, changed parameters of this and that, changed the software on the CFC maybe 5 or 6 times and still got nowhere. Engineer, Luyang (adopted name: Lucas), stayed up until midnight many, many times without complaints. Mind you, starting a session at 5PM (China time zone) meant me rolling out of bed at around 3:30 to 4:00 AM, my time zone.
Even if we could get the machine to eventually run a file I could see that there would be a problem with the ATC rack so after carefull measuring the entire machine and its components, taking some snapshots as well, Maxicam confirmed that the configuration for the type of machine I ordered is the wrong one. The frame is too small for the rack type ATC. We are now around mid-December.
On my return from a trip to Canada early January, I had an email from Linda Wu at Maxicam saying that management proposes to replace the machine.
Quite frankly, I didn't expect that. I had somewhat resigned myself to getting replacement parts, turning up my sleeves and physically doing the replacement of those parts, maybe some drilling and tapping here and there, maybe getting a welder involved too .....but replacing the entire machine ! Whoa.... that really came as a pleasant surprise.
Although I never felt abandoned by Maxicam CNC, I couldn't see the end of the tunnel and I would be less than honest if I didn't admit to being very frustrated and upset at times about and with my purchase.....so the offer to replace the entire machine at considerable expense to Maxicam tells me that they take their business and by extension, customer service very seriously.
I am sure that a rule will be cast in concrete about fully testing all machines prior to shipping. Consequently, future buyers will or should benefit from good quality control at Maxicam.
Mind you, the replacement is so far only in words and with the Spring Festival (Chinese New Year) now in full swing, not much is going to happen at the China end until after Feb 22nd. In the meantime, the paperwork and getting the machine ready for shipping back to China has kept me busy.
Will report back as we go along.