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Anyone have contact with guys at Novakon?? I have been trying for weeks to get the guys at Novakon to fix issues I have been having with my machine but I have not been getting any results. Has anyone been in touch with them?
Here are the problems I am having with my NM-135...
Y-axis limit switch is broken. Requested replacement, none received.
Anyone else getting such terrible service?
Ouch...
nuclear,
Based on the last email we have seen in our system, you are on the road a lot and would prefer email communication. Supporting customers via email can be done in most situations but as you seem to have multiple items that need to be addressed, telephone support is a must.
Rodney has left you messages for a return call as we need to diagnose your concerns one by one. We can only send out replacement parts once your issues have been confirmed through our support department.
We are here to help and ask that you contact Rodney directly via telephone so that he can address you concerns immediately.
Thank you,
Novakon Systems LTD.
Originally Posted by nuclear
I have been trying for weeks to get the guys at Novakon to fix issues I have been having with my machine but I have not been getting any results. Has anyone been in touch with them?
Here are the problems I am having with my NM-135...
Anyone else getting such terrible service?
Last edited by Novakon; 06-06-2010 at 07:48 PM.
nuclear,
We also noticed that the first item regarding your y-limit switch was added as part of your email received yesterday, not weeks ago.
Rodney will assist you in replacing this part as we should have them in stock.
Alternatively, please also let him know when would be a good time to call you if that is more convenient.
Thank you,
Novakon Systems LTD.
The last contact I had from Rodney was on the 19th of May. Since then I have emailed him weekly without a response. Aside from maybe the issues I am facing with the spindle noise and temperature there is much needed to speak about on the phone to diagnose my concerns. I sent Rodney pictures of all the parts he requested two weeks ago and still haven't heard back from him.
It is pretty simple, the following parts need to be replaced: limit switch, spindle belt, large drill chuck, 4th axis connector, and the one shot oiler. The following parts need to be quoted: fan for spindle and new table that was not machined for the useless coolant tray. I would also like a realistic date when the service manual will be available.
It is not my intention to blast your company but I am tired of my problems with your equipment being ignored. Keep in mind I have been dealing with problems with the machine since October that still have not been resolved. Aside from the issues above I have spent hours fixing problems that should have been caught at the factory or during initial testing. Please make these right so I can be a satisfied customer.
nuclear,
Thank you for your response.
We will address you concerns via email as requested.
Rodney will be in contact with you shortly.
Regards,
Novakon Systems LTD.
Nuclear ~ sorry to hear about your problems.
I have always had EXCELLENT service from Novakon. Khai has emailed me back on SUNDAY MORNING in some instances !
I called and talked with Rodney yesterday on the phone to help with an issue I am having.
I hope you get it figured out.
Good luck !
Similar positive experience here. We're waiting delivery for an NM200s2 shortly. Khai just emailed a couple days ago that the mill was in a week early and being gone over, but that their inventory #s were wrong on their 8" rotabs (which we ordered) and will be delayed for a little while. I was pleased enough that he kept me informed, and having ran a business for years that relies on managing inventory I understand how easy it is to have a fool up. Owning up to it was nice.
What really impressed me, though, was that he offered to throw in a chuck for our troubles. To me that was unnecessary but definitely appreciated.
I also like the way Khai has handled this topic. Look over other forums to see how some companies, even quite large companies, handle online complainers and it's anything but professional, often devolving into name calling. Understandable if you've ever had people bad-mouthing you - particularly if you feel it's unwarranted. But a real professional exercises self-control. Sadly that seems less common these days, particularly in North American business.
I have never had any major issues with Novakon's service. Khai has always been quick to reply to emails, often within an hour or so. Rodney sometimes is hard to get a hold of, but never unresponsive. No more than a day or so. Which in most cases is fast enough. I had an issue with my motor when I first got my mill but it was taken care of with help from both Khai and Rodney. In my experience Rodney works better over the phone which is the opposite of myself. But it's not that hard to pick up the phone and make a phone call.
slater
Same here
Marcel Beaudry
I have been working with Novakon for years now. We bought an nm-135 along with other benchtop machines after selling our manufacturing business of 27 years.
I did a lot of research on this type of machine before going with Novakon. I was pleased with the response from Khai as are most Novakon customers.
The difference I have with my experience of their service is pretty basic. If you are in business selling a product or service there is only one rule that you need to operate under. Tell the truth, and do what you say you are going to do. That's it, in a nutshell. Any other policy will blow up in your face eventually.
Novakon's service policy is priority based, so if your situation, costs them time and money, it's not going to be on the top of their list. To some people this policy sounds reasonable as long as they aren't at the bottom of the list.
Just recently, I had a couple of questions regarding the price of an oil pump and a backup controller board. After waiting about a week, I asked about it again, and was told that they were busy filling back-orders on machines and they would get back to me when they had the time.
What a part costs isn't rocket science guys. Any other company could have looked that up in a few minutes probably while the customer was on the phone. I'm still waiting for a response.
Anyway, my point is, you can't solve problems with words alone. You have to follow through on it. If you have a service "department" then service is what they should be doing, not putting out fires in another "department". It's a joke.
We were seriously thinking about buying another machine from Novakon but because I can't depend on them after the sale, sadly I can't afford to do that.
-Greg
"If Necessity is the Mother of Invention, then Who's the Father?"
I need to make a correction to something I said in my last post. I mentioned that I had been working with Novakon for years. My wife informed me that it's been less than two years, although it seems like years to me. Sorry for the error.
The most recent incident I spoke of is just that, the most recent. I could go on for a LONG TIME about their half baked service policy.
-Greg
"If Necessity is the Mother of Invention, then Who's the Father?"
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