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

Don,
I'm glad it worked out for you. I hope you enjoy your machine as much as I do.

Dee

Philadelphia, PA (Really Bensalem)

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

Philadelphia, PA (Really Bensalem)

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

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

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

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

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

So you have nothing else to do with your time?

Dee

Philadelphia, PA (Really Bensalem)

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

Why don't you become the Universal laser distributor in Australia? You have nothing else to do right? (devil)
Dee

Philadelphia, PA (Really Bensalem)

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.

Philadelphia, PA (Really Bensalem)

When you finally understand it completely... it changes.