Problem- HAAS service damages board and costs me $2500 - gotta read this

[GITRDUN]

So my '94 VF-1 started to have a problem with X axis running away, when you turn it on and home it out it would alarm out with an excess X axis error. If you then moved X axis by handle jog it would take off in rapid and not stop untill you hit the E stop.

So i figure bad encoder or something and call HAAS service. The tech shows up 2 days later and agrees its probably the X axis encoder but not sure. So i go sit down in my office and about 45minutes later in walks the service tech and tells me "we got a problem". He tells me he removed the processor board and when he reinstalled the processor board it had lost its core software. The processor boards on a machine this old can not be reloaded with the core software, you have to replace the entire board with a new one. Which costs $4200 , $2100 after a core charge. Long story short, i finally got ahold of Phill Hines the service manager. He tells me that they will not replace my board at no cost, in fact the only deal he would make me is a 10% off the board price and they will not charge me for travel time of the service tech to come back and replace my board. I told him the board was fine untill his tech pulled out and put it back in, his reply was that if this were a newer machine they probably would replace the board at no cost but since this machine is 17 years old parts going bad is just expected to happen from time to time. We went back and forth a bit, both perfectly cordial with no name calling or anything. But in the end they flat refuse to help cover the cost of this board.

Im not trying to say the tech pulled my board and threw it against the wall or something, but it was in his hands when it failed so in my book they are responsible for it. Isnt that why we pay $125/ hour for a professional to fix our machines after all?

Im at my witts end with this one.

[haastec]

Call Haas service and talk to them. Call the owner of the HFO if you think it will help. IMHO the HFO is responsible for what the service tech does and the good ones take care of issues like these. Regarding the service tech, what is his experience level? Why did he take out the processor board in the first place? Was he properly grounded to prevent static discharge? Most likely he was not. How was the board protected from ESD when out of the machine?

Yes, sometimes additional items break/go bad during the discovery process at no fault of the service tech, but the HFO should have been more willing to work with you for a solution. Maybe the replacement board at cost and free installation. Again, just my opinion.

Good luck and let us know how you make out.

[GITRDUN]

I probably could have chose a less pointed name to this thread, but like you say i have no idea if he actually wore a ground strap while handling the board among other preventative measures.

Not sure what you mean by "HFO". Phill Hines is the service manager of NYMAT i believe, he is the one who i spoke with. In the service department he is the top level officer as far as i know. He is the one who was hired to be a hard ass and stop the service dept's financial losses of the last few years from what ive heard through some dealers.

[HuFlungDung]

Isn't it great when you can get a real good serviceman who really knows something to come and give you a hand? It even feels good to pay the guy his rate.

Unfortunately, that happens so seldom with me that I have given up on servicemen of all types. I might do a half-ass job myself, but at least I don't have to pay extra for half-ass, and potentially, I might luck out and get the whole-ass of a job done myself

Maybe this would be a good time to upgrade the memory, along with the new board, if that works. I had to replace some boards in my '96 when I opted for the 16 meg memory, because the old board couldn't deal with it somehow.

[GITRDUN]

More memory would be good, but id be happy with just a new board. I just want the machine back to running parts.

[Haas_Apps]

I would really recommend speaking with the customer advocate, either the one at the HFO or the factory. It really sounds like you may have already had enough with the HFO so I would say call the factory Customer Advocate at 805-988-6980. Please have your machine serial number ready when you speak with her.

[HuFlungDung]

Originally Posted by GITRDUN More memory would be good, but id be happy with just a new board. I just want the machine back to running parts.

What I was inferring was that, if you must cough up that much to get it fixed, maybe you can haggle a 'free memory upgrade' into the deal

[haastec]

Were you getting your service through a Haas Factory Outlet? If not then you are most likely stuck with the answers you are getting. If you are then call the customer advocate as Haas_Apps said.

[GITRDUN]

I talked to a customer advocate and should be recieveing a call from the factory service dept manager. Will see where this gets me. Thanks for the tips.

[GITRDUN]

Originally Posted by haastec Were you getting your service through a Haas Factory Outlet?

I always call HAAS service , NYMAT whatever you wanna call it. Yes, they are the HFO. It gets half confuseing cause when you call the local HFO it rings to the NY office and you talk to someone in NY rather than a local person.

[GITRDUN]

I thought i should post an update. I just recieved a call from Michael Gasbury the field service manager for HAAS (not sure i have that title correct), anyways he told me that they would have a service tech in our shop either later today or Monday at the latest and would replace the processor board at no cost and make any upgrades necessary for the board.

So after all HAAS service came through. Between my company and the other few companys i am affiliated with we own 7 HAAS machines and have called on the service dept numerous times over the years. I have always had great service so i wont hesitate to call them again.

[Haas_Apps]

You are correct. Mike Gasperi's title is the Feild Service Manager at the factory.