"He who marches out of step hears another drum." ~ Ken Kesey
I think that this post should go back to saying "Congrats" to TCTBTW, 3 years ago I had questions answered about my 20 year old Nuarc 40-1K, I doubt they will not support 3140's.
Ok, so this got waaaaaaaaay off topic, I for one think we should blame GraphicDisorder... Just kidding! Totally my fault, I mentioned something I was dealing with that was not high on my priority list at the current time so I was not "on it" every day. My apologies Rich, you have been nothing but polite, respectful and generous towards me, thank you. I have nothing against your company or products, hell I just bought something of yours second hand because I felt it was still a quality product. Once we move to a larger location you are still in my top 2 contenders to talk to about dryers. All that being said I would like to clear up some details so I don't look like I was trying to smear your name and also, maybe to give you a insight as to what a new customer(in the most extreme definition of the word) may experience.I bought the I-image slant Epson based model with the understanding from you there would be no support for issues because it was discontinued. I was also strongly cautioned by M&R against buying it because of issues related to the Epson part of it. I totally understood I was getting into a machine with typical Epson issues, aside from that everyone said it was great. OK, I'm sold! Again on the advice of M&R I inquired about the possibility of a tech coming(at my expense) to do the "install". My first call to M&R(800-736-6431) was the week of Sept 28th - Oct 2nd(I do not remember the exact day) I was told I needed to email Alex W for digital scheduling. I emailed him on Oct. 6th which he promptly replied to. We went back and forth about my schedule and the schedule of the tech that lives 45min from my shop.On the 12th once I had conformation we would have the I-image here and in place I emailed Alex W back to schedule the tech, at which point I found that the local tech was filling in for another one due to an emergency. One could fly out here from Chicago after the 19th. After some back and forth again we left it as a tech could fly here and it would probably be 2 days. After contemplating the added expense of last minute plane tickets lodging ect. and waiting on a conformation of when we would have what we needed in place here to use CTS imaged screens I emailed back on the 20th of Oct. inquiring as to when the local tech may be back. We would not have our other machine till mid November so I was in no real rush to have a tech here if I could save some coin by waiting a few weeks. After receiving no response by either Friday the 23rd or Monday the 26th(sorry I don't remember which) I called the 800 number again. I was instructed again to email Alex W. Emailed him again on the 28th asking for a reply to my question from the 20th. He then responded that the local tech was now out on a long international trip until December, another tech could be here in 2 weeks though. Figuring I needed to get this done so we can start using the equipment I said on the 28th, ok send me the dates the new tech has and also what the local guy will have available for when he gets back in case for some reason that would work better. That was the 28th. I called the 800 number again last week because I had heard nothing back, got the same thing- email Alex W. After this explosion yesterday Alex did email me a little while ago, so thank you. Unfortunately the email said the local techs trip internationally is delayed, when he gets back he will be on vacation until January.I have issue understanding when you say "The Sgai show this year was finished this year one day before the entire crew left for Europe to do the Itma show which starts tomorrow and runs for 10 days." So does this mean there is no one available to answer questions or help in your digital dept. until Nov. 21st?? Also when you said "Alex is here at the Itma show. No amount of phone calls are going to help at this point." I had only been calling the 800 number from your website, and the last call I made was last week... My hope was to possibly find another person that could help me as I got the impression Alex W may be very busy. Considering he emailed me today, I assume while at ITMA and during SGIA email was still being responded to. I apologize that the post was long and drawn out, I just wanted to try to clearly explain how things looked from my point. Again, I meant no disrespect and I am very sorry that I said something to begin with.
Of course its my fault TCT Just speaking in terms of processes within a company like M&R's Digital end which is experiencing growing pains I would suspect. Could it be that they are focusing on new customers in a abnormal volume and that there isn't a processes or a bunch of extra time for a situation like TCT (second hand machine not purchased from M&R that needs tech install)? I would have to guess M&R wants to sell and install new equipment first. Then service/support actual customers. Followed last by service/install second hand machines. Just a logical progression I would assume. That doesn't mean they shouldn't be all over your needs, but it may be backseat to larger picture. Just food for thought.
As for the questions concerning the MSP3140, we will help you any way we can. Our primary tech for the NuArc product line is Israel Martinez, he can help you with parts and service info. Call any of the M&R numbers in Chicago and ask to be transferred to Israel Martinez. If you get his voice mail, leave a message and he will get back to you.Ron HopkinsNuArc Sales Mgr.M&R Sales and Service Co.ron.hopkins@mrprint.comC:847-997-2487
Quote from: GraphicDisorder on November 11, 2015, 01:11:42 PMOf course its my fault TCT Just speaking in terms of processes within a company like M&R's Digital end which is experiencing growing pains I would suspect. Could it be that they are focusing on new customers in a abnormal volume and that there isn't a processes or a bunch of extra time for a situation like TCT (second hand machine not purchased from M&R that needs tech install)? I would have to guess M&R wants to sell and install new equipment first. Then service/support actual customers. Followed last by service/install second hand machines. Just a logical progression I would assume. That doesn't mean they shouldn't be all over your needs, but it may be backseat to larger picture. Just food for thought. that is actually not the case. We are moving and have two major shows back to back with a record backlog. Whether it's a new install or a reinstall we are booked the same. Just the perfect storm as the tech's that are usually extras in the office are prebooked out. There furniture is not even in the current building any more. All were booked out to allow for the move while the shows are going on.
Is it too late to say wow! Great crate job!?
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Topic: Early morning delivery... (Read 5699 times)
