Ok guys I guess the end mill example is being focused on and I should give a little better example.
I’ll try another parallel that would show concern about the same lack of mechanical knowledge. I’ve purposely not posted my companies product as Google has a tendency of pulling from this site info not needed by my customers.
Just supposing I was a manufacture of a small specialty benchtop mill that did a particular job, with qtys of 30/year sold to a limited customer base. This mill has been produced for around 60 + years and known throughout its target industry (worldwide) as the tool to use for the very specific job.
Not huge at around 200lbs valued between $3500-$7000 depending on options.
I have a customer that I’ve sold this machine to several years ago and although they have bought the normal service parts (cutters) each year, within the last month they call and say, its not working and ………
Phone calls and emails and assurances the machine is set up as instructed lead to the customer saying they want to send the machine back for “repair”.
Ok instructions are sent to the customer that certain things MUST be done when shipping one of these machines.
The blade MUST be removed
The main portion of the “mill” has to be removed from the mounting base
If sending by UPS, the machine must be split into 3 manageable pieces and protected with excessive foam, not newspaper.
If sending back by freight carrier it must be palletized(after blade and base removed) and sufficiently protected to make it to my shop without damage. If the original shipping box is available, it should be used. (¾” plywood box on 6 sides secured to a pallet)
Notify me as soon as the shipment is on its way with tracking or pro #
So this past Monday I read an e-mail asking if I’ve seen their machine yet.
After a few emails and calling the freight company, I make arrangements for it to be delivered.
Truck arrives, and out comes the machine.
Nailed down to a pallet, with the base still attached, the blade still attached and a piece of shrink wrap for protection. The shipping “label” is a piece of paper with the customers name and address. No “Ship to “ address.
Oh and the blade is on backwards.
So besides the fact they didn’t follow the shipping instructions, they have been (at least recently) trying to use the machine with the blade installed backwards.
When I emailed the customer, they apologized for the blade not being removed, and asked how long to “fix” the machine.
It wasn’t broken!!!!!
I really wanted to call the customer and read them the “riot act”
The one thing that I used to included with shipping instructions, was
“Failure to follow these instructions will result in a refused shipment”
I would like to bring that back, but it would probably backfire in my face.
I told them its on the work schedule for next week.
Any damage caused by the incompetence will be billed both for parts and labor.
Any dollars coming in are a good thing, but I don’t want to base my living off of others stupidity.
This is a worse case of a customer not following basic instructions, but I’ve noticed over the last 5 or so years, its happening more and more in different degrees.
My customer base has always been “in tune” with what they needed, what to ask for and how to service.
Should a company that is using a piece of machinery be so lacking in mechanical skills and expect to both stay in business and also not hurt someone?
I’ve never had to “baby sit” a customer, although I will spend any amount of time needed on the phone to answer a question.
Yes you can’t fix stupid
Sorry if this long winded, its more than an end mill issue
And yes I have always been polite and courteous, but possibly its time for the curmudgeon to show his ugly side once and a while