Full Version: Engraving Etc. Where You've Got a Friend
From: Don (HIGHDESERT) [#1]
15 Mar 2007
To: ALL
I would like to publicly offer my sincere Thanks to a wonderful and helpful member of this group. Dee (Deena-Only) Thank You, Thank You, for all your tireless work helping me with my Gravotech/New Hermes Tech Support Problem.
Dee and I have been communicating through PM's about a Dongle Replacement problem I was having with a New Hermes IS400. New Hermes kept giving me the run-around. I spoke with a Tech Support Person at the recent ARA trade show in Las Vegas and he gave me his phone number and told me to phone him the next week and he would help me get the Dongle replaced. I have telephoned him several times and all I got was a recorded message saying he would return the call, But he never did. Unfortunately, as my wife put it, "He Was Just Handling Me" My wife said that it looked like he was just trying to get rid of me at the show because he didn't want others to overhear my complaints about New Hermes lack of support after the sale. And the quickest way to get rid of me was to promise to help me after the show.
This morning I received a phone call from a man at New Hermes and he told me he that he had instructions from the V.P. to phone me and take care of the problem. At first I was confused, but when the man told me that he had a bunch of forwarded emails, I realized that the phone call must have been because of all the continued hard work that Dee did on my behalf.
The man from NH immediately Faxed me a Dongle Exchange Form (unfortunately they charged me almost $700.00 for the exchange) but he told me to ship the bad dongle to them and they would ship me a new one when they received my bad one.
While at the show I looked at a new portable engraver (model # M20) and was ready to buy it. But before I did, I wanted to see if they would actually follow through on my is400 dongle problem. By yesterday I had completely given up on Gravostyle/New Hermes and phoned Vision to discuss purchasing a Rotary Engraver from them as I figured my is400was a hard lesson learned.
So this is my story..... And now you know what I mean by "Engraving Etc., Where You've Got A Friend".
This Newsgroup is loaded with some very special people. And Dee, in my book, you are the greatest!!!!
Thank you so very much!!!!
Don
From: Stunt Engraver (DGL) [#2]
15 Mar 2007
To: Don (HIGHDESERT) [#1] 16 Mar 2007
Is the $700 refundable, upon the receipt of the bad dongle?
If not, it sounds like a lop-sided exchange.
On your topic, you won't have to go far, around here, to find people who Harvey and Dee have assisted, while asking nothing in return.
Amazing folks. No better words to describe them.
From: Dee (DEENA-ONLY) [#3]
15 Mar 2007
To: Don (HIGHDESERT) [#1] 16 Mar 2007
Don,
I'm glad it worked out for you. I hope you enjoy your machine as much as I do.
Dee
From: Dee (DEENA-ONLY) [#4]
15 Mar 2007
To: Stunt Engraver (DGL) [#2] 15 Mar 2007
David,
In his pms Don told me that the machine is out of warranty and he is not the original owner. I believe the retail price of a dongle is $2000.00.
Dee
From: Stunt Engraver (DGL) [#5]
15 Mar 2007
To: Dee (DEENA-ONLY) [#4] 15 Mar 2007
I'd forgotten that part of Don's story.
$700, to get into the engraving business isn't bad. :-)
From: Cindy (CINDYM) [#6]
16 Mar 2007
To: Don (HIGHDESERT) [#1] 16 Mar 2007
I will add to that comment about Dee & Harvey being the most helpful people. They have helped me out with either finding me product or sending me product so many times I've almost lost count. They are real people with big hearts.
Cindy Murdoch, CRS
Cascade Engraving & Awards, LLC
Springfield, OR
From: Don (HIGHDESERT) [#7]
16 Mar 2007
To: Stunt Engraver (DGL) [#2] 16 Mar 2007
Hi David,
No, The money IS NOT refundable. The actual amount they charged me is $672.00, plus I pay shipping both ways. They diagnosed it as a Bad Dongle, but I had to agree that if the new Dongle does not correct the problem that would pay a 20% re-stocking fee. I keep reading about the great support from Vision. My next purchase will definately be from them.
Don
From: Don (HIGHDESERT) [#8]
16 Mar 2007
To: Dee (DEENA-ONLY) [#4] 16 Mar 2007
Dee,
True, I am not the original owner. I have been going through all this for the original owner. (He still owns the machine). And you are correct, They told him $2,000.00 for a replacement dongle. (Which sent him into orbit) That's when I got involved. He knew I was getting ready to buy a Laser Engraver and asked me if I could help him with his dongle problem. The tech at the trade show told me to set up an account with NH to help expidite things.
The original owner (The Gunsmith) has offered to let me use the machine in exchange for me buying the new dongle and also me engraving approx. 25 - 30 tags per month for him. I felt this was a fair deal as it gives me the opportunity to learn Rotary engraving for less than a $1,000.00 investment. I figure that if I used the machine for one year, it would be like leasing it for around $100.00 per month. ($58.00 pr. mo to recoup my $700.00, plus another $40.00 or so for the engraving I'll be doing for the owner).
End Of The Story (I Hope) :-))
Don
From: geebeau [#9]
17 Mar 2007
To: Don (HIGHDESERT) [#8] 18 Mar 2007
Yes, it's true... the folks here are really helpful.. and quick to respond.
By working together, each person contributing something, we are all better for it and all do better jobs in our industry.
Steve
From: Peter [#10]
17 Mar 2007
To: ALL
Dee and Harvey are wonderful. :-)
Vision:
The Australian Vision dealers "Project Engraving Supplies"
They are also the major distributors of Rowmark and epilog in Australia.
Their backup for Vision is simply unparalleled. This indicates that Vision backs them up without question...
Which tells me that Vision are the best in the business.
Dont hesitate in dealing with them.
Many people over here wish they were also the dealers for Universal lasers in Australia..its a shame they are not..Universal would sell an inordinate amount of lasers in Australia if they were.
regards
Peter
EDITED: 17 Mar 2007 by PETER
From: Dee (DEENA-ONLY) [#11]
17 Mar 2007
To: Peter [#10] 18 Mar 2007
So you have nothing else to do with your time?
Dee
From: LaZerDude (C_BURKE) [#12]
18 Mar 2007
To: Don (HIGHDESERT) [#8] 18 Mar 2007
Don,
I am confused now. So you don't own the machine? Are you going to buy it? Should it not be up to the owner to purchase the new dongle? ( what the heck kind of word is dongle anyway? {insert laugh here}).
Is the machine at YOUR shop? Or his? What if after you get the dongle the gunsmith says "Uh, hey Don, I've changed my mind?) Then what?
I may have missed something Don, so I apologize in advance if I am out of line here.
On another note, I'll keep you posted when my Vision Max Pro gets here. I am apprehensively excited about it.
From: Don (HIGHDESERT) [#13]
18 Mar 2007
To: LaZerDude (C_BURKE) [#12] 18 Mar 2007
The machine does not belong to me. The owner is my neighbor. We are in the same Retail Shopping Center. I have the machine in my possession. It has set un-used in his shop for almost two years. His employee that knew how to run the engraver is no longer in his employ, and no-one else at his Company knows how to use it.
The original deal he offered me was: He would buy a new security dongle to replace the bad one. (NH originally told him the replacement dongle would be $682.00 since the machine was out of warranty). He would let me use the machine at my location as long as I wanted in exchange for me engreaving approximately 25 -35 plates for him for the guns he manufacturer's.
I accepted his proposal and that's when the headaches began. I went to pick up the machine and he phoned NH (With credit card in hand) to order the replacement dongle. It was then that they told him that the dongle was obsolete and no longer available and that the charge would be $2,000.00. He came un-hinged and started yelling at them.
A couple of days later I phoned NH and was told I would need a new program and dongle and that it could cost somewhere between $2,000.00 to $4,000.00. I tried to explain to them that we already had Gravostyle98 but apparently the dongle was damaged. But no resolution.
O.K., so now a few days pass and I tell my neighbor (the owner of the IS400) that I am going to the ARA Tradeshow and will speak with NH about the situation when I get there.
Since you've been following the story, I'll get to answering your question. The actual owner of the machine originally told me he would pay for the replacement dongle, but when I told him I was shipping it to NH for the replacement and that the cost was $682.00, he mentioned nothing about reimbursing me. If he brings it up again, I will present him with the bill. If not, I figure that I couldn't rent a comparable engraver for the same amount of money. In answer to your question - What if after you get the dongle the gunsmith says "Uh, hey Don, I've changed my mind?) Then what? If that should happen then I would tell him that when I receive my money back that I put out for the dongle, then he can have his machine back.
To tell you the truth, I kinda wish that I would never have gotten involved with this situation. At first it sounded like a an inexpensive way for me to learn how to use a Rotary Engraver, but after looking at the Vision 12x12, I would rather buy my own. After what I spent on my new Epilog 24x12 45W Laser Engraver, I just don't have the money to buy the Vision Max Pro (This is the one that David "The Stunt Engraver" recommended to me) But for small jobs (and small wallets) the Vision 12x12 looks real tempting to me. But I have already put out the $682.00 for the New Hermes IS400 Dongle, so for now I'm gonna have to put owning my own Rotary Engraver on the back burner.
Please let me know how things are going with you new Vision Max Pro. Even though I am short funded at present, I hope this to be a temporary condition and I am very interested in your Vison Experiences.
Nice to hear from you Chuck,
Don
From: Harvey only (HARVEY-ONLY) [#14]
18 Mar 2007
To: Don (HIGHDESERT) [#13] 18 Mar 2007
From: Don (HIGHDESERT) [#15]
18 Mar 2007
To: Harvey only (HARVEY-ONLY) [#14] 19 Mar 2007
Thanks Harvey,
I was only addressing Chucks "What If" scenario. I don't think that will happen. But you make a good point. But if that situation actually did come up, I would rather him give me my $700.00 back than to keep a Dongle that I had no use for.
(Question to Harvey, moved to the Glass Etching/Sandblasting folder)
Thanks,
Don
EDITED: 18 Mar 2007 by DGL
From: Peter [#16]
18 Mar 2007
To: Dee (DEENA-ONLY) [#11] 18 Mar 2007
Dee
Ummmm...?
Im confused.... :S
Peter
From: Dee (DEENA-ONLY) [#17]
18 Mar 2007
To: Peter [#16] 20 Mar 2007
Why don't you become the Universal laser distributor in Australia? You have nothing else to do right? (devil)
Dee
From: Peter [#18]
20 Mar 2007
To: Dee (DEENA-ONLY) [#17] 21 Mar 2007
Dee
Ok Dee I give up..I did something wrong didnt I ....I dont know what it was,,. but from the tone of your posts lately..I know I must of...
The worst part is..I dont know what it was :<
As for Universal...it will never happen..they are satisfied with what they have. You must remember, a lot has been invested by the local distributor..and finding someone else in such a small market place is a very difficult thing. o we have to take it on the chin and put up with it.
regards
Peter
EDITED: 20 Mar 2007 by PETER
From: UncleSteve [#19]
21 Mar 2007
To: Peter [#18] 21 Mar 2007
I doubt you did anything wrong... It appears it is just your turn in the barrel.... :P
See my tagline! >.<
EDITED: 21 Mar 2007 by UNCLESTEVE
From: Harvey only (HARVEY-ONLY) [#20]
21 Mar 2007
To: Peter [#18] 21 Mar 2007
I guess Aussies do not use that brand of humor. The part that says 'you have plenty of time, don't you?', means that you really have no time at all.
It was like saying why don't you take on more of a load, you still waste a few hours sleeping. Humor when explained really stinks, but believe me it was humor only.
It is a line she uses on me when she adds more work to an already overburdened schedule.
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