Full Version: Brewer Sales & Epilog
From: Cody (BOBTNAILER) [#1]
18 May 2005
To: ALL
First off, I want to point out that I'm NOT one to publicly praise anyone for simply doing their job...that's what they're THERE to do.
However, when someone goes BEYOND "typical" customer service, I think a round of kudos is well-deserved.
That being said, please allow me to relate a recent nightmare to you.....
Last week I was engraving a large order for my biggest single customer, and my 24TT started making a "growling" sound as the head went left and right.
Through a couple of emails and a phone call to Peck at Epilog, we determined that the X-axis motor was going out (probably just the bearings).
It's worth noting that my laser is out of warranty (barely), so I didn't know what kind of service to expect. I even thought I might have to pay a per-minute tech fee, or something similar.
I was VERY pleasantly surprised that Peck not only spent at least an hour of the phone with me, but that he shipped (overnight) me the new parts that I needed to get my machine running again...AT NO CHARGE. Wow!!!
The next day, I set up to run a photograph on an acrylic paperweight (while the customer stood right beside me). To my absolute horror, I realized too late that I hadn't moved the table down low enough to clear the workpiece and jig.
I must have looked like a deer in the proverbial headlights as the table raised the jig right into the head. CRASH!! The X-axis I-beam was now off its track, and I was sure the machine was fatally wounded.
Keep in mind that at this point, I hadn't even received the new parts yet (was too early for UPS / FedEx to deliver), but the customer needed this done quickly. As such, I was willing to listen to the sound of bad bearings while the machine engraved.
Time to call Peck at Epilog again. :~(
When I called him, his response was "Oh, that's easy". Within about 15 minutes, he had me going again.
Well the new parts arrived later that morning, and I got started with the replacements.
The instructions that he sent with the parts made perfect sense - even to a dumb ol' country boy like me! I had the parts installed in about an hour and a half, and the machine ran perfectly.
I said all that to say this: SERVICE IS KING. It doesn't matter how wonderful your product is, or how low the price may be...if you don't provide your customer with good SERVICE, someone else WILL.
It's worth pointing out that Randy at Brewer Sales followed up on my issues (from beautiful Hawaii)...letting me know that my manufacturer and sales rep were 100% behind me.
THAT'S SERVICE!!!
Thanks, Randy & Peck!
Cody
From: Peter [#2]
19 May 2005
To: Cody (BOBTNAILER) [#1] 19 May 2005
Nothing beats service..
From: Peck.Sidara (LAOPADAK) [#3]
19 May 2005
To: Cody (BOBTNAILER) [#1] 19 May 2005
Thanks for the kind words Cody. I'm glad the Epilog family was able to help. I know it was a little stressful and thank you for staying patient though the trouble-shooting process.
Thanks
Peck
AKA Epitech
From: Paul (JACKPETTY) [#4]
19 May 2005
To: Peck.Sidara (LAOPADAK) [#3] 20 May 2005