[ericclinedinst]

Just as a heads up guys I've been trying for over two weeks now to get a set of servos from these guys to test out. I live slightly over an hour from their sales office/factory and have gotten zero help from them.

Apparently they won't let the small guy pick up from them. So as to save a bit of cash. They'd rather screw around and make life difficult for everyone involved.

Have spoke to Aaron/Erik/another random.

Erik was the most helpful but difficult to get in touch with.

So beware if you purchase/try to establish a relationship with these guys

Dangle_kt,

That seems really high, though I don't know what you are building.

I am guessing that you chose the HP model "just to be sure". The HP model is important for "high speed-high power" applications like pumps and fans where the load never gets easier to move. In other words, thanks to Newton, we know that it takes the most torque to get a mass moving from a standstill up to a constant velocity (this is all about peak torque requirements, not power). Once you get to that constant velocity, it gets much easier to maintain that velocity. Deceleration will require more torque than running at constant velocity, but less torque than the acceleration phase because friction helps you slow down.

if you want the high resolution of the HP (6,400 cnts/rev) but don't need the extra power, you can order the SDSK with the -E option (the default -R option is 800 cnts/rev).

Running a pump at high speed with a viscous load that never gets easier to move requires higher power than an inertial type load, like a gantry. We just don't want you to spend more money than necessary to achieve your expected results.

[Dangle_kt]

Just as a heads up guys I've been trying for over two weeks now to get a set of servos from these guys to test out. I live slightly over an hour from their sales office/factory and have gotten zero help from them.

Apparently they won't let the small guy pick up from them. So as to save a bit of cash. They'd rather screw around and make life difficult for everyone involved.

Have spoke to Aaron/Erik/another random.

Erik was the most helpful but difficult to get in touch with.

So beware if you purchase/try to establish a relationship with these guys

Well as I am in the UK I won't be collecting anything, and I don't need a relationship, just a good product.

I guess we all ask for different things from companies and have different expectations.

Hopefully you get sorted.

Ref my $3100 order, it's the cables, I'm in nearly $1000 just for them, then $300 for shipping.

I imagine I will be able to get cables cheaper locally, and cut them to the right length as 55ft is overkill for my needs really.

Loving the product though, and keen to see the openhouse for nyccnc!

[TeknicTom]

Hi Eric,

You have caused quite a bit of buzz around the office today with your request to pick up your motor directly from Teknic. I am not sure if you got the correct message because it sounds like you are very upset. First things first...we care very much about our customers and their success, always. It has been that way for 30 years running and will always be true in the future. The fact that you are unhappy means to me that we must be missing something here.

My understanding is that you are requesting to be able to pick up your ClearPath servo motor directly from the Teknic factory in order to avoid the shipping costs and to avoid paying Canadian customs.

Teknic is a high volume OEM supplier. To be able to make our lead times as short as possible and consistent, we have a very tooled out and automated manufacturing and order fulfillment system. While the system is somewhat rigid, as you have found out, it does provide the important value of on-time shipments and fully tested components. To the uninitiated, the costs associated with the little special requests is inconceivable. In order to be fair to all customers and to meet our commitment that we make public to everyone, we simply cannot accommodate requests that go outside of our automated systems. We are sorry that this is causing you some problems.

Aside from Teknic's automated systems, there is an ethics discussion here about cutting the Canadian government out of the fees that they are legally entitled to. I have been a college student in the past, like you are now, so I can appreciate and understand budget constraints (that can cause things like considering Ramen noodles a food group). However, we are not willing to break the law for anyone, whether a high volume OEM or a college student. Again, we are sorry if this causes you some inconvenience.

For an example of our commitment to our customers, please look below and you will see where I suggested to a prospective customer that he may be able to save money by buying a different motor model than he was considering. Having an OEM suggest to someone that he may be able to spend less money rather than more (the anti "do you want fries with that" approach) should be refreshing.

I doubt that I will make you feel any better about your situation but I hope you have some appreciation for the reasons why. I work with very talented and committed professionals and completely trust that they are keeping the customer's best interest at heart. Getting stopped at the boarder for a "quick search" could surely ruin an otherwise splendid day.

if you do get a motor in the end, I am confident that you will be very satisfied with the company and the product.

[ericclinedinst]

Eh. It's moreso about the shipping fee. Canadian customs is a different story. They generally do not collect customs on stuff that isn't alcohol/tobacco

I declare EVERYTHING every time I go across the border. It's up to the individual officer as to whether or not they collect a duty on every single item.

In my experience, unless you have alcohol or tobacco products they don't pull you in. Despite the value of the item.

Whereas if some thing is shipped in they collect it. So Tom, that's not on me. They simply don't have the manpower or time to pull every single person in for every single purchase. It just wouldn't make sense. Hence why some items are on the collect every time list.

Lastly. If a canadian citizen or resident spends 48 hours out of the country they are entitled to a $800 duty free exemption. So I wasn't doing anything unethical. Do the research before you start mouthing off and pointing fingers.

Here's the link on it ace.

http://www.cbsa-asfc.gc.ca/travel-voyage/ifcrc-rpcrc-eng.html

Hi Eric,

You have caused quite a bit of buzz around the office today with your request to pick up your motor directly from Teknic. I am not sure if you got the correct message because it sounds like you are very upset. First things first...we care very much about our customers and their success, always. It has been that way for 30 years running and will always be true in the future. The fact that you are unhappy means to me that we must be missing something here.

My understanding is that you are requesting to be able to pick up your ClearPath servo motor directly from the Teknic factory in order to avoid the shipping costs and to avoid paying Canadian customs.

Teknic is a high volume OEM supplier. To be able to make our lead times as short as possible and consistent, we have a very tooled out and automated manufacturing and order fulfillment system. While the system is somewhat rigid, as you have found out, it does provide the important value of on-time shipments and fully tested components. To the uninitiated, the costs associated with the little special requests is inconceivable. In order to be fair to all customers and to meet our commitment that we make public to everyone, we simply cannot accommodate requests that go outside of our automated systems. We are sorry that this is causing you some problems.

Aside from Teknic's automated systems, there is an ethics discussion here about cutting the Canadian government out of the fees that they are legally entitled to. I have been a college student in the past, like you are now, so I can appreciate and understand budget constraints (that can cause things like considering Ramen noodles a food group). However, we are not willing to break the law for anyone, whether a high volume OEM or a college student. Again, we are sorry if this causes you some inconvenience.

For an example of our commitment to our customers, please look below and you will see where I suggested to a prospective customer that he may be able to save money by buying a different motor model than he was considering. Having an OEM suggest to someone that he may be able to spend less money rather than more (the anti "do you want fries with that" approach) should be refreshing.

I doubt that I will make you feel any better about your situation but I hope you have some appreciation for the reasons why. I work with very talented and committed professionals and completely trust that they are keeping the customer's best interest at heart. Getting stopped at the boarder for a "quick search" could surely ruin an otherwise splendid day.

if you do get a motor in the end, I am confident that you will be very satisfied with the company and the product.

[louieatienza]

Eh. It's moreso about the shipping fee. Canadian customs is a different story. They generally do not collect customs on stuff that isn't alcohol/tobacco

I declare EVERYTHING every time I go across the border. It's up to the individual officer as to whether or not they collect a duty on every single item.

In my experience, unless you have alcohol or tobacco products they don't pull you in. Despite the value of the item.

Whereas if some thing is shipped in the collect it. So Tom, that's not on me. They simply don't have the manpower or time to pull every single person in for every single purchase. It just wouldn't make sense. Hence why some items are on the collect every time list.

Lastly. If a canadian citizen or resident spends 48 hours out of the country they are entitled to a $800 duty free exemption. So I wasn't doing anything unethical. Do the research before you start mouthing off and pointing fingers.

Here's the link on it ace.

Travellers - Residents Returning to Canada

The issue is you're dealing with a company who is predominantly an OEM supplier, not a wholesale distributor. I think Teknic seems to be more accommodating to the DIY crowd here than maybe some of the other automation/motion control manufacturers. Their policy doesn't include local pick-up. Frankly, if you bought something from me online, I wouldn't want you picking it up at my house either; we'd meet at a neutral location. Basically, they told you, in a cordial way, "No, you CANNOT come to our facility to pick up an order. Period." Doesn't seem like a red flag to me either way, but maybe if they were a bit more blunt about it you wouldn't be so persistent.

One issue I could see would be proving that the industrial components you are importing into the country is for personal use. Which could potentially open up a whole can of worms depending on whether you end up dealing with someone at the border who may have had a bad day.

[MtrMeng2001]

The issue is you're dealing with a company who is predominantly an OEM supplier, not a wholesale distributor. I think Teknic seems to be more accommodating to the DIY crowd here than maybe some of the other automation/motion control manufacturers. Their policy doesn't include local pick-up. Frankly, if you bought something from me online, I wouldn't want you picking it up at my house either; we'd meet at a neutral location. Basically, they told you, in a cordial way, "No, you CANNOT come to our facility to pick up an order. Period." Doesn't seem like a red flag to me either way, but maybe if they were a bit more blunt about it you wouldn't be so persistent.

One issue I could see would be proving that the industrial components you are importing into the country is for personal use. Which could potentially open up a whole can of worms depending on whether you end up dealing with someone at the border who may have had a bad day.

Hey guys - I'm new here and have been following some of these threads as I am getting into motion control.

Anyway I saw these comments and am intrigued. Everyone is entitled to their own opinions of course but I do find it quite interesting when people are bothered by a situation like this. If you get misled by a company about the goods/services they offer that is one thing but to get frustrated with a company for not offering goods or services that they don't normally offer is something I don't understand. It is like going to a restaurant that doesn't offer pick-up and getting mad at them for not bending their rules. Might be stupid, it might make no sense to us but if the rules are clearly stated and you are not misled by them, then why not just go somewhere else? I once tried to order pizza from a local shop and they said they could not deliver because we were just outside of their "zone" - looked online and we were 100ft from where they would deliver, I mean literally just down the road...talk about frustrating. I almost thought about ordering it to the house down the street and being there to pick it up haha. That said I did not hold it against them...it is their rules and it is what it is.

Again, I am new to this thread so maybe I missed something but I am definitely going to check out these motor guys that everyone is talking about (for better or for worse). If I get anything from them I will be sure to let everyone know how it went!