I've been trying to get updates on some bugs we're trying to work out of our first Doosan machine, and I have been having trouble getting status from anyone. I e-mailed my Ellison application engineer 2 weeks ago- then talked to my sales person about a week ago, and I e-mailed Ellison service and received no reply. I tried the Ellison application guy again, I've called people at corporate, e-mailed people at corporate, and I'm just striking out. I don't get paid to do logistics, and I have to take time out of my work to work these issues, so working hard to pay people to close problems with equipment is frustrating.
My last 6-7 communication attempts have had no response.
I was looking at the Doosan line like a potential place to do future machine tool business, but our Yama Seiki machines on the floor and our Hurco machine, seem to have potentially more functional product support. I'd stop short of saying awesome about Mitsubishi on their EDM's because their support is great but the most expensive of all 4 brands and their machine has not been profitable to own. Yama Seiki had low quality local Wisconsin dealer support at the time of our purchase, and Ellison sales people had a lot of confidence in Ellison product support, so that projection of confidence seemed to imply we would have a great experience with Doosan.
Doosan Corporate is the brains in my solution process, and they are probably understaffed, over-taxed, and I'm a small unimportant problem, but that's hurting the outlook for a future with Doosan.
We have other local options,Nakamura through local Concept tool, or locally US headquartered options DMG Mori, Mazak, and Okuma seem to be well supported in our area. I was hoping we would see this get functional so we could stop playing brand tag.
Am I doing this wrong? I'm putting in Ellison service e-mails, I'm calling or e-mailing Doosan people who are supposed to be the people that would be working on this issue, I'm at 2 weeks on initial communication with no return contact.
For you Ellison users, what are common lead times for communication and problem resolution?