ROQ service and reliability? Would you buy again?

[blue moon]

we are in final stages of buying and wanted to get some feedback on service and reliability of the ROQ presses before making the decision. We all know that this is where M&R shines and the MHM lags significantly, but what have your experiences been with Ryonet? Would you by again?

pierre

[ebscreen]

In a heartbeat. Kurtis has put together an all-star team of techs that truly understand the machines they
are working on beyond the nuts and bolts. Kurtis himself has designed and built a quartz flash for manual
presses if that tells you anything.

I've always flown solo because that's how I roll but with this machine I've decided to lean on support when I have
a stupid question or whatever and it's been nice to know that someone has my answer and it's usually just a cell phone call away.
 

[LoneWolf2]

Beyond impressed with the pre-sale service and post-sale service. Top notch guys from top to bottom.

[3Deep]

Don't know about ROQ presses, but the real question is how much service have you needed owning a ROQ or whatever press you have now, not to knock big blue but I'm willing to bet they pull in a nice chunk from service and compare that to what you have now.  Yes I know service after the sell is very important, it's a machine and it will and can break down anytime no matter who builds it, good luck P.

[244]

Don't know about ROQ presses, but the real question is how much service have you needed owning a ROQ or whatever press you have now, not to knock big blue but I'm willing to bet they pull in a nice chunk from service and compare that to what you have now.  Yes I know service after the sell is very important, it's a machine and it will and can break down anytime no matter who builds it, good luck P.

M&R service is NOT a profit center. Ask any customer that calls on us 24hrs a day what they were charged for the call. There are 9 techs and managers on the phones daily. The rest of the techs are doing a tremendous amount of installs as well as general repairs, moves,etc. We hope to at least break even at the end of the year. If you are ever in the area come and visit to see the effort that is put into this part of our business and you would understand why break even would be good.

[screenprintguy]

Don't know about ROQ presses, but the real question is how much service have you needed owning a ROQ or whatever press you have now, not to knock big blue but I'm willing to bet they pull in a nice chunk from service and compare that to what you have now.  Yes I know service after the sell is very important, it's a machine and it will and can break down anytime no matter who builds it, good luck P.

Not the way it is at M&R at all man! If there is an issue, you get covered with a team to tackle the issue and get you up and running, unlike another company that sells presses and embroidery machines that you can't even get on the phone, let alone help. Our new GT3 had an electrical component go bad, "it can happen to any company". Not only did they eat all the over night deliveries, Saturday delivery, but when they couldn't work it out with me over the phone, the sent a guy from Jersey who spent a whole week taking care of the issue and staying for a full day of production working side by side with us to make sure everything was true. ZERO cost to us. Not trying to Highjack Pierre's thread at all, but as someone who's been there before I can attest that if you are direct and clear with a service issue, it gets taken care of and I think Pierre knows that, so he's trying to see if there has been anyone go through this with Roq or Ryo to see if they would give equal attention.

[GraphicDisorder]

Last I knew someone here on this board that wasn't getting a fair shake on his ROQ. The man is asking for feedback, step into the light. But other than him I have not heard anything bad. Just to be be fair.

[3Deep]

I did say I'm not trying to knock big Blue didn't I, Rich you would know best about your service department, but I was thinking out loud that area of biz was making extra money for M&R.  I was kind of thinking like the Maytag guy LOL our machines are so well built our service department is very lonely, I will give you this Rich you are the driving force behind M&R service because you are always Johnny on the spot which might play second place to your machine's but still is a major part of why people buy M&R equipment.  Not to knock service, but if I were shopping for a press now I would really look at what press needs less service, but still has A one service if I need them.  This morning was one of those moments 

[Gilligan]

Every company has had a hiccup from time to time.

[ebscreen]

My experience with service on my Nuarc MSP 3140 will forgo me ever purchasing another M&R product.
Throwing $400 transformers at a machine yearly isn't a solution, it's a profit center.

[David005]

I love M&R made me successful. I would never switch


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[Gilligan]

See, two diametrically opposed positions back to back in less than 30 mins.

[ZooCity]

From the feedback I've received in the past year Ryonet is killing it supporting these machines.   We were very close to buying an s.roque a couple years back but I wasn't 100% on service and if the brand was going to stick in the states and ultimately held off due to these concerns.  So this is coming from someone who didn't think that the service was going to be there initially and has seen, at least through the experience of others, that it's there now and has pulled the trigger.

[dirkdiggler]

I heard of a dude that has a ROQ that has been down since day 1, and I believe its years now, but I just heard things Others have had great success with ROQ so who really knows?  I know M&R is the reason I am in business today and successful.   I was just counting my blessings for them today as I made the last lease payment on my shops blue stuff!  Without a doubt, I would NOT be here today without 244 personally!

[TCT]

I've had no issue. Between "custom program upgrades" or the one time we did have a error sensor go off and freeze up printing, in almost 4 years I have had about a total of 9 min of down time(about 2 min of that was me downloading Skype on my phone and setting it up). 

In terms of would I buy again? I don't know if there would be anything that would make me want to buy a press from another company. I have said it before to a few people, in the nearly 12 years I have been open, my ECO is still my favorite purchase without hesitation. That machine will take anything you can throw at it(including my ass for a video some may remember) and keep spinning!