My Final attempt with Anatol letter

[TCT]

I am nervous to post this here because I do not want to turn this site into a bunch of drama. It is not my intention to create drama with this, I simply want to make my final attempt with Anatol public. I have had them ignore me privately plenty of times.  What they chose to do from here is their decision. If nothing comes from this then so be it. I truly apologize because it seems this is bad timing because of another thread going now, but as can be seen in the email this was a few weeks coming. Any and all emails I receive from Anatol regarding this will be posted and any I send will also be posted. There will be no editing of any kind. It seems unfortunate that the only to get the attention of Anatol is to publicly call attention to them.

Again, my apologies as this is not meant to be a trash or bashing post. I just simply want some sort of conclusion to the drawn out problems I have been experiencing over the years.

The full email addresses will not be visible in an attempt to reduce spam and such, otherwise the emails I post will completely un edited.




Subject:   
    Issues with Anatol.
    
From:   
<****@twincitytees.com>   (Add as Preferred Sender)   
Date:   Tue, Oct 08, 2013 7:59 pm
To:   *******@anatol.com
Cc:   
Hello Christine,

 The timing of my email is a bit delayed, but my son had become very sick and was in the hospital for a little over two weeks so needless to say I have not been on top of everything right away. He is home now and on the road to recovery, thankfully 2yr. olds are resilient.

You had called the other day to offer help for any issues I may have with the equipment I bought from Anatol. You will have to forgive my shortness with you but this is probably the 5th or 6th time I have received the same call from Anatol. I could be wrong, but I believe you had actually called me previously. I have come to realize that the energy I put into voicing my opinion of Anatol and your service could probably be re directed in a better way. I will make this final list of issues for you guys and consider the ball in Anatol's court. I have moved on to another press and come the new year I hope to have a new dryer secured. Because of how things have gone with Anatol in the past, you guys missed out on a six figure press deal.

I have made and sent a list of issues we have had with our press, flash unit and dryer to different people at Anatol 4 times. All of the issues started from the first month to about the 8th month we had the equipment. I will give you a shortened list as many of the issues I have fixed or made a work around myself. It is quite frustrating having the issues while using the equipment, but we have managed. I find a whole new feeling of disappointment with the issues now that I am considering selling some of the equipment used and they will most likely need to be remedied if I want any decent type of resale value.

Here are the issues still remaining:

- About every 1,000 indexes or so the press will ignore the dwell timer and advance immediately. This is a very minor issue, but I am going to throw them all out there.

- The rear proximity sensor "clamp" has never held it's place on head #6. We can set it at say 12" to stop and by the end of the run it will be all the way to 16". No matter the amount of tightening we use it will not hold it's place.

- Many of the screen clamps leak air. They still hold the screen in place, so again it is minor. However when you get enough of them leaking along with the flash leaking(we will get to that) it ends up draining a fair amount of air.   
-I believe there is probably something wrong with how the press was originally calibrated. To this day, we have mushroomed out 5 registration forks. You guys sent us 2 replacements, and were going to look into why the press may be doing this, along with why my press only has 1 registration fork but we never heard back from Anatol. Luckfully I have the resources available and I have been able to make new ones when they are needed.

-We have blown out 3 pneumatic cylinders on our head #1. I was advised by Anatol's service department that my(what I thought to be) temporary fix with super glue was sufficient. While that did hold for over a year, it did finally fail and we have had to replace that cylinder 2 times since then.

-The pneumatic shaft on head #1 will unscrew itself from the print carriage every 2 months or so. This is a easy fix now after many times, but none the less annoying.

- The air cylinder on or Q-Runner air flash has leaks air heavily. It always has. I have made a quick work around for this by inserting a shutoff valve in the supply line for when the flash is not in use.

-The dryer is extremely loud and produces intense vibrations, which would make sense that they would be related. So loud in fact that we were told in our first location we needed to remedy the issue or move out. That was actually a eyeopener for us because at that point we needed more space. The dryer is still loud and vibrates to no end, we have installed anti fatigue mats under the feet to reduce the vibrations but honestly they don't do much. It has gotten so bad at points that even when someone is yelling if you are next to the dryer you would not hear them. This we have tried to fix a few times, once we looked to Anatols service department but the gentleman you had working there at the time probably had a hard time answering the phone let alone helping us with our problem. I have been informed you have since let him go, that was a very wise move on Anatol's part. With originally no help from the service department, I set out to rebuild the bearings for the blower myself. This worked well for about 2 weeks and then it was bad again, however not as bad as originally so we dealt with it once again. A short time ago I was actually able to get somewhere with someone at Anatol about the dryer issue, but if I remember correctly it was going to cost over $1,000 to fix the issue. Considering the track record with your equipment, the fact this has been a issue since the first few months we had the dryer, and we were looking at new dryers I declined.


That about sums up my remaining issues with the equipment I currently have from Anatol. The list is about half what it used to be. What you and Anatol decides to do with it or me for that matter is in your hands now. If Anatol  truly wants to help that is great. There are a few things I want to make clear though. I won't pay for a tech to come out to my shop, I have been told many times by Anatol they would send a tech when there was one in the area to check things out. There have been many installs in my area and not once have I seen a tech. I also would rather not like to pay for the parts(obviously) more for the reason that these have been issues since the equipment was under warranty but Anatol has turned a blind eye to the issues. I am well aware this dose not put Anatol in a very "workable" position, but I have spent far too much time, money and trust in Anatol only to be let down, and I don't intend to spend any more.

I am not sure if you are aware of the circus I was put through when waiting for the equipment(mainly the dryer) and there is no real reason to go through all of the details about that again here. Let's just say for me to stay as calm and understanding as I did considering what I was being told to me by Anatol, if it happened to me present day I would of refused delivery of the dryer and demanded a full refund.

I would like to give you fair warning I intend to post a full copy of this email on a public forum. I will also post any attempts for remedy or explanations by Anatol as well. I have been lead to believe too many times by Anatol they would fix things all with no actual movement. I feel making my final attempt and any attempts by Anatol public it may hold Anatol to a higher standard. 



Alex Haug

[blue moon]

please refrain from posting comments here.
Anything other than Alex's or Anatol's post will be deleted.

Feel free to start an other topic or contact Alex or Anatol directly via email or PM for any questions.
This is a very sensitive topic and we would like to make sure it is handled correctly. Alex should have the right to express his case, let's play nice here and refrain from piling onto Anatol.

good luck to both. Hopefully we see a positive solution to what is going on.

pierre

[TCT]

As I stated I will post everything that is sent or received here. I had forgot Anatol had blocked my work/business email address/domain, so I re sent it from a Gmail account. This is how I had to communicate with tech support there as well before.

Lets hope it was the blocked email, and not an ignored email that did not get a response today!





<********@gmail.com>
8:19 PM (0 minutes ago)

to cnicpon
Hello Christine, I sent you the email below yesterday. It was brought to my attention this evening that I had problems emailing Anatol in the past because my domain named is blocked by your server. If you wish to communicate with me please use my main email address not this Gmail one, and if your tech department can un-block my domain name that would also help. It is quite easy to do.
Please also let Mike know I replied to him as well today, which I assume he did not receive either.


Subject:   
    Issues with Anatol.
    
From:   
<****@twincitytees.com>   (Add as Preferred Sender)   
Date:   Tue, Oct 08, 2013 7:59 pm
To:   *******@anatol.com
Cc:   
Hello Christine,

 The timing of my email is a bit delayed, but my son had become very sick and was in the hospital for a little over two weeks so needless to say I have not been on top of everything right away. He is home now and on the road to recovery, thankfully 2yr. olds are resilient.

You had called the other day to offer help for any issues I may have with the equipment I bought from Anatol. You will have to forgive my shortness with you but this is probably the 5th or 6th time I have received the same call from Anatol. I could be wrong, but I believe you had actually called me previously. I have come to realize that the energy I put into voicing my opinion of Anatol and your service could probably be re directed in a better way. I will make this final list of issues for you guys and consider the ball in Anatol's court. I have moved on to another press and come the new year I hope to have a new dryer secured. Because of how things have gone with Anatol in the past, you guys missed out on a six figure press deal.

I have made and sent a list of issues we have had with our press, flash unit and dryer to different people at Anatol 4 times. All of the issues started from the first month to about the 8th month we had the equipment. I will give you a shortened list as many of the issues I have fixed or made a work around myself. It is quite frustrating having the issues while using the equipment, but we have managed. I find a whole new feeling of disappointment with the issues now that I am considering selling some of the equipment used and they will most likely need to be remedied if I want any decent type of resale value.

Here are the issues still remaining:

- About every 1,000 indexes or so the press will ignore the dwell timer and advance immediately. This is a very minor issue, but I am going to throw them all out there.

- The rear proximity sensor "clamp" has never held it's place on head #6. We can set it at say 12" to stop and by the end of the run it will be all the way to 16". No matter the amount of tightening we use it will not hold it's place.

- Many of the screen clamps leak air. They still hold the screen in place, so again it is minor. However when you get enough of them leaking along with the flash leaking(we will get to that) it ends up draining a fair amount of air.   
-I believe there is probably something wrong with how the press was originally calibrated. To this day, we have mushroomed out 5 registration forks. You guys sent us 2 replacements, and were going to look into why the press may be doing this, along with why my press only has 1 registration fork but we never heard back from Anatol. Luckfully I have the resources available and I have been able to make new ones when they are needed.

-We have blown out 3 pneumatic cylinders on our head #1. I was advised by Anatol's service department that my(what I thought to be) temporary fix with super glue was sufficient. While that did hold for over a year, it did finally fail and we have had to replace that cylinder 2 times since then.

-The pneumatic shaft on head #1 will unscrew itself from the print carriage every 2 months or so. This is a easy fix now after many times, but none the less annoying.

- The air cylinder on or Q-Runner air flash has leaks air heavily. It always has. I have made a quick work around for this by inserting a shutoff valve in the supply line for when the flash is not in use.

-The dryer is extremely loud and produces intense vibrations, which would make sense that they would be related. So loud in fact that we were told in our first location we needed to remedy the issue or move out. That was actually a eyeopener for us because at that point we needed more space. The dryer is still loud and vibrates to no end, we have installed anti fatigue mats under the feet to reduce the vibrations but honestly they don't do much. It has gotten so bad at points that even when someone is yelling if you are next to the dryer you would not hear them. This we have tried to fix a few times, once we looked to Anatols service department but the gentleman you had working there at the time probably had a hard time answering the phone let alone helping us with our problem. I have been informed you have since let him go, that was a very wise move on Anatol's part. With originally no help from the service department, I set out to rebuild the bearings for the blower myself. This worked well for about 2 weeks and then it was bad again, however not as bad as originally so we dealt with it once again. A short time ago I was actually able to get somewhere with someone at Anatol about the dryer issue, but if I remember correctly it was going to cost over $1,000 to fix the issue. Considering the track record with your equipment, the fact this has been a issue since the first few months we had the dryer, and we were looking at new dryers I declined.


That about sums up my remaining issues with the equipment I currently have from Anatol. The list is about half what it used to be. What you and Anatol decides to do with it or me for that matter is in your hands now. If Anatol  truly wants to help that is great. There are a few things I want to make clear though. I won't pay for a tech to come out to my shop, I have been told many times by Anatol they would send a tech when there was one in the area to check things out. There have been many installs in my area and not once have I seen a tech. I also would rather not like to pay for the parts(obviously) more for the reason that these have been issues since the equipment was under warranty but Anatol has turned a blind eye to the issues. I am well aware this dose not put Anatol in a very "workable" position, but I have spent far too much time, money and trust in Anatol only to be let down, and I don't intend to spend any more.

I am not sure if you are aware of the circus I was put through when waiting for the equipment(mainly the dryer) and there is no real reason to go through all of the details about that again here. Let's just say for me to stay as calm and understanding as I did considering what I was being told to me by Anatol, if it happened to me present day I would of refused delivery of the dryer and demanded a full refund.

I would like to give you fair warning I intend to post a full copy of this email on a public forum. I will also post any attempts for remedy or explanations by Anatol as well. I have been lead to believe too many times by Anatol they would fix things all with no actual movement. I feel making my final attempt and any attempts by Anatol public it may hold Anatol to a higher standard. 



Alex Haug

[TCT]

Subject:   
    Your call
    
From:   
<****@twincitytees.com>   (Add as Preferred Sender)   
Date:   Thu, Oct 10, 2013 11:24 am
To:   *******@anatol.com
Hi Christine,

 I was just told you had called. I would prefer if we can communicate via email please. I have not had great luck communicating with Anatol on the phone and having any following through. I would rather have a written/ documented record of what is happening and what the plan is. I am sorry if you take offence to this, but I am operating on my past experience with Anatol.

Please let me know if your tech department has unblocked my domain and you were able to receive this email.

Thanks,

Alex Haug

[TCT]

Print   Next
Subject:   
   Delivery status notification
From:   
Mail Delivery System <postmaster@secureserver.net>   (Add as Preferred Sender)   
Date:   Thu, Oct 10, 2013 11:25 am
To:   ****@twincitytees.com
This is an automatically generated Delivery Status Notification.

Delivery to the following recipients was aborted after 10 second(s):

* *******@anatol.com

[TCT]

********@gmail.com>
11:30 AM (0 minutes ago)

to cnicpon
Christine, I had just tried to email you from my work account and once again was notified my emails are not accepted. I would REALLY appreciate it if your tech dept could look into this so I am not forced to use my Gmail junk email account.
The original message is located below.


Subject:   
   Your call
    
From:   
<****@twincitytees.com>   (Add as Preferred Sender)   
Date:   Thu, Oct 10, 2013 11:24 am
To:   *******@anatol.com
Hi Christine,

 I was just told you had called. I would prefer if we can communicate via email please. I have not had great luck communicating with Anatol on the phone and having any following through. I would rather have a written/ documented record of what is happening and what the plan is. I am sorry if you take offence to this, but I am operating on my past experience with Anatol.

Please let me know if your tech department has unblocked my domain and you were able to receive this email.

Thanks,

Alex Haug

[TCT]

Subject:   
    RE: 2nd attempt at email
From:   
"Christin Nicpon" <*******@anatol.com>   (Add as Preferred Sender)   
Date:   Thu, Oct 10, 2013 4:16 pm
To:   <****@twincitytees.com>
Cc:   "'service'" <*******@anatol.com>
Hi Alex,
 
To the best of my knowledge we have never blocked any ones e-mail.
 
As far as I know that you are not blocked from our e-mail.   We are working on a response to your posting.
 
Sincerely,
 
Christine Nicpon
Regional Sales Manager
Anatol Equipment Manufacturing Co

[cnicpon]

We at Anatol are very sorry for your stated issues you are having with your equipment.  Anatol will do everything as stated in our two year limited warranty.  We pride ourselves in taking all warranty claims seriously. 

Anatol would like to take this opportunity to invite you to solve this matter off the boards.  Please contact me at 847-582-1716 or e-mail: cnicpon@anatol.com

[TCT]

Christine I am not sure you understand, I don't trust Anatol. You guys have ignored my issues for years, or they have fallen through the cracks with the high turnover of sales people. The main reason I made this issue public is because contacting someone directly "off the boards" has gotten me nowhere in 6 years or whatever it has been. To be fair I had just completely given up for about 3.5 years, so really not the full 6. I get a call from Anatol about every year or so triggered by my public venting when there is another major issue with my equipment. The call is always the same except for the name of the caller, "HI this is "the new guy" and I want to let you know I am going to change things and if there is anything I can do please let me know." Greg Picard I believe was the name of the first sales rep that had my region there, he knew my voice on the phone I imagine I called him so much. Then he was gone and it was someone else that "was going to change things" that happened a few times until I just gave up. Of course by then my warranty was up also.

Let me guess what will happen when I contact Anatol privately, I will get a reply to the effect of "we are sorry, you are outside your 2 year limited warranty". Well yes I am, but the issues I have mentioned are only the ones that happened WITH IN THE FIRST 10 MONTHS of owning the equipment. There are more issues, I just didn't list them because they developed or happened latter on. I have fixed most of them or made workarounds. I still deal with some of them daily also.

I have nothing to hide and nothing to lose, aside from time(but if I joined a forum guess I have too much extra time as it is). I don't see the harm in making the issue public. I am basically giving Anatol a ball on a T and saying knock it out of the park. Show everyone Anatol has changed and they are not what their reputation has become. You know and Mike knows for sure, Anatol has lost sales because of me and my ranting. I may just be a isolated case, or maybe I'm just the one that is crazy enough to whine about it long and loud. Either way I don't care if people think I am some nut case, I'm not the one selling the machines at the company with a poor reputation for service. I am the small screen printer that saved up $40K or whatever it was and gave that money to Anatol for what I hoped was going to be equipment that would help me grow and produce more efficiently.

I intend to keep any and all communications between us public. I have nothing to lose, I have already come to grips with the reality that my used Anatol equipment will not be worth anything in the condition it is in. Sure, I could try to put lipstick on a pig and sell it that way, but then I am just as bad as Anatol. I will end up with some other guy mad at me and probably Anatol as well. So like I said earlier, ball is in your court. And I intend to keep a audience.

I will send all of this to you via email(I will use my Gmail so you get it) as well just in case you don't frequent the boards.

[cnicpon]

We would like to work with you to resolve this issue in private.  If you have an sincere desire to resolve this matter call us at 847-582-1716.  This is our last post in regards to this matter. 

[TCT]

Update-

Gave Christine at Anatol a call today around 1 or so and left a message, no call back as of yet. Nothing on the greeting about being out of the office, but figured I would give her the benefit of the doubt and maybe she is out sick today. I'll try back again latter this week.

[TCT]

Update-

 I got a call back about 40min after the post(5:50pm), but I was gone for the day. So they are trying it seems...