I’ll try to explain our philosophy on manuals. My explanation is not going to be able to provide an immediate solution for nischchi, and it’s not going to change his perception of our manual being “kids stuff’, but I want to at least try to provide an explanation of why we do what we do.
Epilog views the Owner’s Manual as a reference source for operating the laser system, along with basic maintenance guidelines. We have received numerous accolades over the years about the ease of use and the completeness of our manuals, especially when compared to our competition. Because it’s such a good operational manual, some of our distributors actually use it as a sales tool! So, from our point-of-view, we’re doing a really good job of providing what our customers are asking for in an owner’s manual.
What nischchi is asking for is what we would consider a technical manual – which admittedly we don’t have. The biggest reason that we don’t have one is that almost none of our customers want one. They just don’t have an interest in a document like that. They would much rather have instructions available to them on an as needed basis – and this we have.
So, what do we do for nischihi? In the short term we can provide documentation for most of the items that he describes in earlier threads. Some of the information he’s looking for is not documented at all, so it’s not something we can provide. What we do have, we provide freely to all customers that want it. He can contact our technical support team and they will provide him with anything we have. In the long term we’ll have to decide whether we will produce the kind of technical manual he is looking for.
I’m sorry that we don’t have what nichchi is looking for, but when we evaluate what the majority of our customers want and what we provide, most of our customers are telling us that we’re giving them what they expect. For those that aren’t satisfied, we’ve got a ways to go.
Mike Dean
Sales & Marketing
Epilog Laser
Miked |