Nymat HFO - WTF?? Anyone get good service?

[bob1112]

I have already called Haas direct about this but just curious if anyone else has had this. I am in Kansas so my HFO is Nymat and on two separate parts orders I order, they say "ok I will get it coming". I ask "do you know where it is going?" They say, "OH, let me get that." Then a week goes by and I call only to find out that my parts were never ordered and they have no record of the order.

I have not been in a serious bind either time but I know some of you guys would $it a brick if this happened to you. Anyone else had this experience? Do not get me wrong, I am totally BLOWN AWAY with Haas tech at headquarters. You ask, they will help. I will not throw names around but some of the some of the techs I have talked to have even helped me with boards. We are electrically inclined so I just love it when I get real tech info.

Anyway, very happy with Haas, very &issy about Nymat. What irritates me more is I am strong armed into where I can buy.

Haas Guy - please get us a new dealer!! You guys are great but they are giving your name a bad wrap.

[PBMW]

I don't know about your HFO but mine is abysmal. I have found other resources for Haas service.

[Donkey Hotey]

I don't know what the answer is here for many of you guys. I mentioned this to a number of people at the Haas booth at Westec. Selway was literally 100 feet from the Haas camp. I pointed out that they sound like the single worst enemy of their brand. It sounds like (from this forum) some other HFOs are like that. Now we're hearing about another HFO that might be in the same league.

As bad as it may sound, customer satisfaction with a Haas probably is as much a function of your address as it is with the machine.

I sure wonder what Haas can really do about problems like this. They need a distributor network. In some markets, that means a machine seller like Selway. If it's not working out, they need to have another distributor. They can't just pluck that away from one and move it to another vendor. No easy answers.

The guy who sold me my machines has been with Haas since Gene was still getting carded for alcohol. Their service lead has a Haas logo and ballscrew tattooed to his forearm. My experiences with the brand haven't been the same as people in different parts of the country.

[slatern44]

What kind of reaction did you get from haas when you told them this?

[Donkey Hotey]

It wasn't anybody up high. It was other sales guys, applications guys, etc. They can't say much. It's their fiduciary responsibility to the company to not comment on stuff like that.

I was looking for a reaction but rather, to let them know that it's more than one or two cases. They know. Will it get passed on? Who knows? The guy who needs to hear it is on a vacation in one of California's 'extended stay hotels'.

[Geof]

Originally Posted by Donkey Hotey It wasn't anybody up high....

Speaking (Typing?) as someone who owns a company that has dealers all over the place...much smaller than Haas of course, based on the number of spindles only 1/16 the size ...I can tell you it is very difficult to ride herd on dealers to make sure they come up to standard on customer service. You run into the problem that even though they do not keep the customers as happy as you would like, dumping them for someone else means that the customers are going to be even more unhappy during the learning curve for the new guy.

When you get to the same position and find a solution please let me know.

[PBMW]

It's a difficult situation for sure. Most of you know the issues I've had with Selway. Vince Selway stopped by my shop to talk about the issues. He told me that they were taking steps to fix the customer service issues. I don't know from any first hand experience if that is the case because I don't use them for service. But, I know of five local, all Haas shops. All of them have over 10 machines. None of them use Selway for service and support.
I really was puzzled about this as I have bought at least 12 machines from Pat Selway. Service was outstanding. But as business' grow, as Geof says, it gets harder to provide good service and keep everyone happy. Service techs are in short supply, which doesn't help. But there seems to be an attitude there that new installs take precidence over service. That isn't good. I found it interesting that when I had the opportunity to sit down and talk with Vince, he didn't want to hear about the service problems. He just wanted to tell me that everything was getting better. It doesn't sound like that is the case.
The flip side of this is that Selway also sells Matsuura, Toyoda, Makino, and anumber of other non enry level machines. I know a VERY respected gentleman that works for Selway in Southern California. He tells me that the level of support for those machines is MUCH better than that for Haas. Much better.
I heard once that Selway is responsible for the majority of Haas machines sold. That puts them in a unique position in regards to the Haas factory.

[Donkey Hotey]

Originally Posted by PBMW I found it interesting that when I had the opportunity to sit down and talk with Vince, he didn't want to hear about the service problems. He just wanted to tell me that everything was getting better.

It could be just as you said: they may have such a hard time getting qualified techs that they too are unhappy about the service situation ruining their business. Imagine having only a few truly qualified, talented and conscientious guys and trying to run a huge business like that--knowing that some of them are just screwing it up for the rest of them. It puts a business owner in a bad situation.

Again, not applicable to the original poster's question but my TL-1 blew its DC power supply last week. The two So Cal HFOs were helping to do all the setup at Westec. They had their normal workload of installs and maintenance as well. I figured it would be a day or two before they could get to me (but I really needed it for a job I was finishing).

I called them at 10:00 AM. They had a tech on his way at 2:00 PM. He was apologetic about not having the part on the van. It was sent 'next day UPS' to me and was installed and running at 3:00 PM the following day: 29 hours of down time.

The smiling Haas service guy that they feature in their ads is alive and well in So Cal. It's too bad the rest of you can't get it.

What's ironic is that these other vendors really have more interest in making you happy if they're multi-brand. Even if you outgrow Haas, you could stay with them for a long time...or not. It's just not good to start off a relationship that way.

[PBMW]

That is exactly the case with me. I would be happy to buy another Haas. But I would never do business with Selway again. I just spent close to a half million dollars on a new 500mm Horizontal and a Y axis live tooled turning center. Vince knew I was in the market. That was the ONLY reason he came by. He was here within 3 days of my mentioning it on another forum. I would have considered Matsuura, Toyoda and Makino except I would have had to deal with Selway.

[slatern44]

I think its just hard to find good help anymore. Like the Haas sales guy I talked with at the show you could tell that he had never ran a machine before but yet he was trying to tell me why I should buy it. Then you walked down to another manufacture and start talking with them and he says that he was the service manager for 15 years and now he has moved or grown in to a sales position. He knew about how and why the machine was made not why I should buy it, that part was up for me to figure out.

[crazymat14]

viper,
where in Kansas are you? Because I am in Wichita and if I call for something I know when it will be in and when a tech will be in within 4 hours of my call. If Nymat does notcall back within that time I call my local salesman and he takes care of it.

[bob1112]

Yeah, I am sure it has a lot to do with spending. they probably think just because I am only ordering some way cover seal or ret. knobs, not biggy. I do not feel I need to call a $100/hr tech out just to get parts. I am very capable of repairing my machines at the tech level. I believe last time one was out, I had to tell him to switch his meter to DC volts to test the "DC" buss. He told me I was nuts and I explained to him how it worked in detail. He shut up.

Bottom line, I should be able to call any dealer and just order parts. Being strong armed into buying from joe "don't give a ****" up there confuses me. I should not have to call a "tech" just to get parts.

JMO