Full Version: Engraving Etc. Where You've Got a Friend

From: Peter [#26]
 21 Mar 2007
To: PenTrophy (PENINSULATROPHY) [#24] 22 Mar 2007

quote:
What a Hoot !! are you guys married??? sounds like me and my wife..



I Know we went to Vegas last year..but I dont remember that bit ! (angel)

From: mrmanb (JAMESH) [#27]
 22 Mar 2007
To: Don (HIGHDESERT) [#1] 22 Mar 2007

Hi Don,

I actually use to work in tech support over at Gravograph about 8 months ago. I recently got back in to Telecom. The thing is NH is trying to migrate away from G98. Which they have stop producing actual dongles for a while, but the G5 software sometimes work with G98. So, if they sent you a replacement g98 dongle. Then it is either used or refurbished. I would strongly recommend you ask them how long the warranty is for that dongle. If you notice any problems make sure you contact them and asked to speak to the manager of tech support. Express you concerns to them. The sales rep did exactly what your wife said he did. When I worked there after the ARA show we use to get customers all the time stating that a sales rep had promised them something and never got approval for whatever they promised. The replacement dongle they were speaking of was for the G5 software.


James

From: PenTrophy (PENINSULATROPHY) [#28]
 22 Mar 2007
To: Peter [#26] 22 Mar 2007

That's because " What happens in Vegas, stays in Vegas "

From: Engravin' Dave (DATAKES) [#29]
 22 Mar 2007
To: mrmanb (JAMESH) [#27] 22 Mar 2007

James,

How long were you with NH Tech Support? Did you specialize in software, hardware or both? Are you doing any NH side work now?

From: mrmanb (JAMESH) [#30]
 22 Mar 2007
To: Engravin' Dave (DATAKES) [#29] 22 Mar 2007

I was there for around 2 years. At Gravograph we had to do both software and hardware (engravers). Unfortunately, we got thrown under the bus most of the times. New equipment or software would come out and release before we had time to even touch the products. I worked in the Duluth headquaters and travel every once and a while.

From: mrmanb (JAMESH) [#31]
 22 Mar 2007
To: Engravin' Dave (DATAKES) [#29] 22 Mar 2007

I forgot to answer the question about side work for NH. Not yet, but I have been thinking about it. I actually like the company and work, but the pay wasn't there. I decided to go back Telecommunications and will more than like get started in the engraving business. The only thing we as technicians don't know all the different avenues of the business side of engraving. We basically just know how to use the software, equipment and troubleshoot the equipment and software....Go figure! You would be amazed at what some people would call in for help for.

From: Don (HIGHDESERT) [#32]
 22 Mar 2007
To: mrmanb (JAMESH) [#27] 22 Mar 2007

James,

Thank you for the info. I had to sign a Parts Exchange Form agreeing to: Electronic parts carry a 90 day warranty, Mechanical parts carry a 60 day warranty. I didn't like it after paying them $682.00 for a replacement Dongle, but I assumed the replacement was at least a new dongle. If they are trying to un-load a used or refurbished one on me for that price, (and not telling me), I'm beginning to think that maybe I'll just cancel my order and put an end to doing business with them. It's too bad as I had planned on purchasing new equiptment and supplies from them.

Thanks againg for the heads up.

Don

From: Engravin' Dave (DATAKES) [#33]
 22 Mar 2007
To: mrmanb (JAMESH) [#31] 22 Mar 2007

quote:
You would be amazed at what some people would call in for help for.


Are you insinuating with this comment that someone called in about their Hew Hermes laser engraver not getting a dark enough logo image on the bagel they were trying to engrave? :D

From: mrmanb (JAMESH) [#34]
 22 Mar 2007
To: Don (HIGHDESERT) [#32] 22 Mar 2007

No, problem! Just make sure you ask for a new g98 dongle and see what they say. They may still have a few, but I dought it. I think on the parts exchange form it may say refurbished I can't remember. Don't get me wrong NH is a good company to deal with, but you really have to be stern at times. It also depends on what options your neighbor had on the G98 dongle. He might have the basic version of G98. If he does have the basic version just the text version. I personally would just purchase a new Gravostyle 5 dongle for $1300-$1500. Call a sales rep and let them know what happen and that you are considering purchasing more equipment from them. They will probably give you a discount on the software. Plus with the new dongle the replacement is like 2 or 3 years and it will be a usb dongle. The gravostyle 5 software is so much easier to use. Email me at mr_man_b@yahoo.com. I will see what I can do.

From: Harvey only (HARVEY-ONLY) [#35]
 22 Mar 2007
To: Engravin' Dave (DATAKES) [#33] 22 Mar 2007

More likely that they were trying to use GS98 for their Roland engraver and were having trouble.

Or they were having problems with Windows and needed tech support for Windows.

From: mrmanb (JAMESH) [#36]
 22 Mar 2007
To: Engravin' Dave (DATAKES) [#33] 22 Mar 2007

Pretty much! Some people would call and say their new engraver is not working that they just received. Come to find out they just plugged it into the outlet without connecting the engraver to the PC or installing the software. The salesman just don't explain somethings to the customers. Or the all time favorite one. My engraver is not work at all and have it plugged up and turned on. Mr./Mrs Doe, what error is your software giving you when you send the job over to the engraver. Mr./Mrs. Tech, you mean I need a computer to make the engraver work. :-&

EDITED: 22 Mar 2007 by JAMESH

From: Don (HIGHDESERT) [#37]
 22 Mar 2007
To: mrmanb (JAMESH) [#34] 22 Mar 2007

Thanks again James,

I put in a call to the NH Tech Support guy that helped with my dongle issue but got a voice mail. I Left a message. In my message I told him that according to UPS, they have received the dongle I sent in to them for replacement, but that it has come to my attention that they may be selling used or refurbished G98 Dongles to replace the one I sent in, and that this was never disclosed to me or does it state anywhere on the Parts Exchange Form I had to sign. I told him on the voice mail that I assumed, and expected a new dongle replacement for the $682.00 they were going to charge me and that I was told I could purchase a newer program that uses a USB Dongle.

I'll wait and see what happens if they phone me back. Luckily I had the choice of not writing down my credit card info on the Faxed Parts Exchange Form. They said I could write a note on teh form asking them to phone me for the credit card info when they received the bad dongle. But if they try to pawn off a used Dongle on me, I'm not going for it. If that happens, I just hope I can get the original bad dongle back from them so I can return it to my neighbor and wash my hands of the whole NH deal.

Thanks again for the valuable information,
Don

From: mrmanb (JAMESH) [#38]
 22 Mar 2007
To: Don (HIGHDESERT) [#37] 23 Mar 2007

Don,

No problem. They maybe able to find a new g98 dongle for you, but if I remember correctly we had a very inventory of g98 dongles when I was there. Email me at mr_man_b@yahoo.com.

From: Mark (MAXMACHINE) [#39]
 24 Mar 2007
To: ALL

New Hermes has always been on the tail end of technology. They were last to come out with CNC equipment, and it was always designed to maximize their profit. (example, font cartridges instead of files on your hard drive, cartridges for logos that had to come from them, etc.) Dongles are almost obsolete. Wanting $2000 for a dongle (cost ablut $10) should be a felony. I started with Dahlgren (still use their tables) and upgraded to Xenetech. They have always been helpful over the years, and have never tried to take advantage of me when their equipment failed. Even a new upgrade to PCI cards was only $1500, and that included the most recent software. Their equipment is so reliable and their customer service is so excellent I would never even consider a different rotary supplier.

New hermes should send you a new dongle to the orignal owner for free along with an apology for the attempted robbery.

Mark

From: Peter [#40]
 24 Mar 2007
To: Mark (MAXMACHINE) [#39] 25 Mar 2007

Me thinks Mark has an issue with New Hermes

B-)

From: Peter [#41]
 24 Mar 2007
To: PenTrophy (PENINSULATROPHY) [#28] 25 Mar 2007

quote:
That's because " What happens in Vegas, stays in Vegas "


So what you are saying is: If where not in Vegas at the same time next year, Im not bound by any legal or otherwize obligations ?
B-)

From: Don (HIGHDESERT) [#42]
 24 Mar 2007
To: Mark (MAXMACHINE) [#39] 25 Mar 2007

I feel the same Mark.

This has been going on with NH since January. Here it is the end of March and still no Dongle. Two weeks ago when I last spoke to their Tech Support person and he told me they will replace the bad Dongle for $682.00 but I would have to first send my old Dongle to them, (which I did the next day) I thought then that the right thing to do would be to replace the Dongle for "No Charge" along with an apology for the treatment I received.

Yeah Right!!

Don

From: Mark (MAXMACHINE) [#43]
 25 Mar 2007
To: ALL

Yes, I DO have an issue.... with compnies that know you are a captive market, and give you the shaft when you have very few other choices. I have a Haas VF4... one megabyte of memory costs $4000 (the last time I looked). At least I know about it in advance of the need. I'll wager NH did not tell our friend that a new dongle would be $2000 before he "invested" in New Hermes.

And. to put a polish on the point, I own a LOT of New Hermes equipment. IRX-K, GTX, bevelers (3), Sharpeners, (3), font sets (at least 20), safety saw, shears (5), Heater bender with jigs, need I go on? I have contributed greatly to their fortunes. If Antares didn't exist, they would be charging me $250 per cutter (sharpening extra!)

When we went to CNC (Dahlgren), New Hermes didn't even have any CNC equipment. Ten years later (1991), all they had was proprietary equipment, software, and fonts. It was a bad deal then, and it still is today. Since then, I have spent many hundreds of thousands of dollars on equipment, and NONE of it went to New Hermes.

To be fair, most companies exhibit this "screw the customer" behavior. Dahlgren did it in the 80's by not giving out schematics for their equipment when they needed repair. They said it was "proprietary". Actually, most of it was standard S-100 bus computer cards. I got to be pretty good at cleaning card edges and copying font chips!


Quote:

Me thinks Mark has an issue with New Hermes

Peter Vasic

From: Engravin' Dave (DATAKES) [#44]
 25 Mar 2007
To: Don (HIGHDESERT) [#42] 25 Mar 2007

Does your credit card show you were charged for the dongle? If so, what date were you charged?

From: Don (HIGHDESERT) [#45]
 25 Mar 2007
To: Engravin' Dave (DATAKES) [#44] 25 Mar 2007

They told me to to write a note on the Parts Exchange Form for them to phone me for my Credit Card Number when they received my bad dongle if I was uncomfortable writing it on the form, which is what I did. According to UPS, they received my bad dongle last week. I'm still waiting to hear from them.

Don

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