Tech support.

[noclinkers]

Wow, things are really changing! Now we get a number and wait for a call? Part of the reason I bought my table through TM was the awesome tech support. You could call and get going without loosing too much down time. Now it is "we will try to call you by the end of the day"? This sucks!!

 

[Dnmeistr-LECS]

You always have this forum, there are many, many different resources for help out there, if it is a Cad question there is a ton of info out there on how to use the Cad software. If it is a table question, again you have this forum, or you can submit a support request at https://torchmate.com/technical-support and we will call you back.

 

[noclinkers]

You always have this forum, there are many, many different resources for help out there, if it is a Cad question there is a ton of info out there on how to use the Cad software. If it is a table question, again you have this forum, or you can submit a support request at https://torchmate.com/technical-support and we will call you back.

Not the same. I don't have time to sit by the phone and so I missed the call today. I know there are other ways to get things done, but these take more time and meanwhile I'm down.
You guys are changing many things and not for the better.

 

[Dnmeistr-LECS]

It is difficult to help when you don't provide a description of the problem.

 

[scbron]

I agree that the change in Tech Support is profound. I have no problem with the technicians once I am connected. I am on my second table and would not have bought it had I known there was going to be such a signficant reduction in tech support.

My problems are not how to run the machine, I have been doing that for 5 years. My problems are glitches that arise that are inherent in the software i.e. nesting doesnt really work, adding rows and columns in job setup creates an error the second time you use it in a session, if there is an ohmic stop or breakaway signal and you use "run from here" is glitchy. These are the kinds of problems that require Tech Support to be available when the glitches happen because when the call back comes a day later I have to move on to the next 6 jobs. Tech support needs to be available to solve the real world problems.

I am also sympathetic that basic questions whose answers are available easily through this forum and FAQ should be not get priority in the Tech Support line. Questions that can not be answered that way should get Tech Support priority

 

[Jake Bertola]

I have had no problem with the tech support. Always been good. We cut all day every day with our machine for fabricating and have done for about 5 years now. I think people sometimes forget they are not the only ones in the world and just need to be patient..... I imagine tech support must go insane sometimes with some of the questions they get asked and problems people have. There's no way I'd ever work in tech support hahaha

 

[scbron]

I was hoping that I was making the distinction between the techs themselves and the Tech Support decisions of Lincoln. I have almost 20 years of using a Torchmate Table. I have gotten great help from the tech support staff. My issue is wait times have gone from minutes to hours to a day. That tells me that sales have gone up but not the size of the support staff.

Secondly, I know I am not the only one who needs help. We are calling up about the same issues that should have been dealt with in software updates. That is not happening and so we call and wait and the problems are not fixed.

 

[LECS-Chad]

Most of the issues are logged and we have generated dialog to resolve and/or help with the issues at hand. We also are in the works of generating fixes for the software. Unfortunately, it takes a little time to get new releases out to the public as we have over 8 configurations that need to be checked and maintained to verify everyone doesn't get the same issues or generate new ones.

Most customers usually have sequence issues on running their jobs. This is where manuals and walk-throughs are made available. Also the In house training is very helpful for those having difficulties.

 

[scbron]

Chad,
I appreciate the difficulties of creating software and accept that I, as the consumer, have to participate in the beta-testing process or you could never bring new products to market. The issues I have been having have been glitches that have been in the software for 5+ years. I was told when I bought my first table that fixes to the software would be coming soon.

Also, I have been dealing with Tech Support on another problem using "Run From Here" which I have posted elsewhere on this forum. While talking to Tech Support I was told that I was the only one having this problem. After I posted to the forum another person immediately popped up with the same problem. Somehow the problem that I am reporting should be correlated to others with similiar problems so that the glitch can be recognized as real and not just something dismissed as user error. I have a recurring, reproducible glitch that interferes with my everyday use of the software. It is not fair that I might have to wait 5 more years before the glitch is addressed.

 

[scbron]

I am still frustrated that Lincoln is increasing their energy towards selling more tables but doing nothing to increase the tech support staffing capacity. Every time a new machine is sold means that much longer a wait time for tech support. I called yesterday at 2:30. It is now 12:30 the next day and I am still waiting for a call back. This is not Tech Support's fault it is Lincoln's responsibility to invest in adequate tech support.