DMG-Mori customer service

[neurosis]

Is it just me, or has the customer service somehow gotten even worse over the last year or so? I mean, it was pretty bad before.

We've had a machine down for almost two weeks and we can't even get a call back from these guys.

[gcode]

Is it just me, or has the customer service somehow gotten even worse over the last year or so? I mean, it was pretty bad before.

We've had a machine down for almost two weeks and we can't even get a call back from these guys.

Its the same with nearly everything.
FJB paid people not to work for 2.5 years, now no one wants to work
We had 20 call in sick at my place yesterday. it was like a ghost town
Too much Cinco de Mayo, or not enough give a shit?  I don't know

We don't have any DMG-Mori's, but I think the merger screwed up both organizations
I've heard some real horror stories.

[neurosis]

We don't have any DMG-Mori's, but I think the merger screwed up both organizations
I've heard some real horror stories.

Up until Mori dumped Ellison (same time as the merge?), we were almost exclusively Mori.  I'd heard some horror stories about Ellison but our experience with them has always been fantastic. We've had horrible customer service ever since. Recently, it's even worse than usual. I doubt that we will ever see a new Mori in this shop again. 

[gcode]

We bought both our big Okuma's from Ellison and the service was always good.
Our local Ellison has gone through some big changes lately.
I've gotten emails from most of the people I've dealt with over the years, stating they were no longer
there.
We haven't had a service requirement since the changeup, so I can't speak to that

[Jim at Gentex]

We have one DMG machine that was purchased new back in 2006.
Deckel Maho customer service was always excellent IMO up until the merger with Mori.

Even before the pandemic we were having trouble getting replacement parts for the machine from DMG-Mori, now it is bordering on ridiculous.

[Shazam/TPP]

try and get service for GF Machining (Charmilles) you have to send them a hard copy PO for $4000.00 before they will even schedule you, and then you're looking at a minimum of 3 weeks.

[YoDoug]

Service is a huge factor in choosing a machine. We would be so far behind in orders if we had to wait weeks for service. We have a really good relationship with our local Okuma dealer and as such we get great service. We normally get next day service with occasionally waiting 2-3 days. I also try to diagnose as much as I can before they arrive and order parts ahead of time to speed up the process. That is one of the reasons we have all Okumas in our shop.

In our area service from DMG and Mazak are known to be very slow. I have heard of a customer waiting three months to get a new DMG horizontal installed after it was delivered.

[crazy^millman]

Funny trying to help a customer with a DMU65FD and need to sort out some CYCLE800 issues and the local dealer for the customer was lost and they said contact Siemens in Germany. Germany have now said need to speak to DMG to get it sorted out. That means I have to do like I have done on 4 different machines in the last few years and go onsite and run some prove out programs to give back to CG Tech to show them the machine is yes capable of runnign the code like I tell them it is with video proof and then they will correct the VMC to do exactly what the machine is doing and not like they think it is doing because no one else ever programs the machines like I do.

What do you mean you want to broach on the machine at 90 degree rotation on a 38" BHC and have Vericut rotate the table? No it should go around the part with the table stationary. Well yes it will be crashing the machine so you have to program it with C axis rotation and not try using CYCLE800. Just because CYCLE800 has the rotation angle in it that doesn't mean the machine will support that code and run it that way. Quit being so hard headed and just accept that we know better than you do. Only cost me a $4 million contract to be right about that one.

[neurosis]

We normally get next day service with occasionally waiting 2-3 days

That was the way our service was through Ellison when they were the Mori rep. We  never had to wait more than a day or two.

In our area service from DMG and Mazak are known to be very slow. I have heard of a customer waiting three months to get a new DMG horizontal installed after it was delivered.

It would only take that happening once and the shop owner would never buy from that company again. I don't know how Mori is still selling machines. Their reputation has to be taking a hit due to horrid customer service.

[CNCAppsJames]

Support is crucial, especially for 5-Axis equipment and Multi-Tasking Lathes.

[crazy^millman]

MillPlus IT Heidenhain control issue just came up for a different customer today. G7 seesm to be correct for what they are trying to. Machine is not rotating the Table with the code. I reached out to Heidenhain customer support and that is the only control they will not support sine DMG used their front end, but then developed their own back end stuff. Now the customer is trying to get DMG/Mori to support them and they are telling them sorry has to go to Germany to support on that specific machine.

[Jim at Gentex]

MillPlus IT Heidenhain control issue just came up for a different customer today. G7 seesm to be correct for what they are trying to. Machine is not rotating the Table with the code. I reached out to Heidenhain customer support and that is the only control they will not support sine DMG used their front end, but then developed their own back end stuff. Now the customer is trying to get DMG/Mori to support them and they are telling them sorry has to go to Germany to support on that specific machine.

Thanks for the info, Ron.
I have that same control on my DMU80T.
Never had any major issues with it, but at least now I know I should expect the runaround if I do.

[YoDoug]

MillPlus IT Heidenhain control issue just came up for a different customer today. G7 seesm to be correct for what they are trying to. Machine is not rotating the Table with the code. I reached out to Heidenhain customer support and that is the only control they will not support sine DMG used their front end, but then developed their own back end stuff. Now the customer is trying to get DMG/Mori to support them and they are telling them sorry has to go to Germany to support on that specific machine.

That is one of the nice things about Okuma. It's their machine, their hardware, their controls, motors, etc. You don't have to worry about the finger pointing between control builder and machine builder. 

[marshal]

I haven't had any issues with getting in touch with our DMG guys.  But I also haven't had any issues that kept the machine down for days. 

The shop I toured before we bought this machine had nothing but excellent things to say about DMG service/support, but they pretty much had a guy on call I think since they had 50+ DMG machines with like 5 more ordered at that time.

[mega]

I'm curious if the customers who didn't get a call back communicated by email or phone?

Maybe they are having some technical difficulties getting messages, I've seen it happen all the time, including to me!!