interesting Email Today

[JParis]

Got this today about a new sales & support setup...it looks like,  if I was guessing,  Mastercam got some feedback about people calling and not getting people they were used to getting help from...

Hello John,

 

We are excited to share important news that will directly improve your experience with Mastercam. Starting today, we are launching a new territory-focused customer support model designed specifically to provide you with better, more personalized service.

 

What This Means for You:


Faster Response Times You'll experience quicker responses to your inquiries and support requests. We are eliminating unnecessary layers to get you the answers and assistance you need without delay.

 

Your Dedicated Local Team You'll work with sales and support professionals who are focused on your region and understand the specific challenges and opportunities in your market. This means more relevant solutions and expertise tailored to your local business environment.

 

Direct Access to Mastercam Experts No more navigating through multiple channels. You'll have direct access to our Sales and Technical Support teams, ensuring your unique needs are understood and addressed promptly.

 

Consistent, High-Quality Service Regardless of your location, you can count on receiving the same exceptional level of service quality that maintains the reliability and support standards you expect from Mastercam.

 

More Personalized Solutions Our territory-focused approach allows us to better understand your specific applications and provide more effective, customized solutions for your manufacturing needs.

 

Your Regional Team You will be supported by an experienced team of professionals who are dedicated to your success. Here is our direct contact information:


Mastercam Northeast

Hours: 8:00am – 5:00pm ET
Phone: (888) 396-0836
Support: Northeast.Support@Mastercam.com
Sales: [email protected]
Customer Service: [email protected]

[Zoffen]

The next email:

"We are excited to share important news that will directly improve your experience with Mastercam. Starting today, we are launching a new territory-focused DEALER MODEL designed specifically to provide you with better, more personalized service."

[JParis]

The next email:

"We are excited to share important news that will directly improve your experience with Mastercam. Starting today, we are launching a new territory-focused DEALER MODEL designed specifically to provide you with better, more personalized service."

It appears that's kind of what they've done...now we have a "Northeast" sales crew...

So they buy the dealers up, then put in place a quasi-dealer network that they now own

[Zoffen]

So they buy the dealers up, then put in place a quasi-dealer network that they now own

Seems like the exact thing a multibilliondollarmultinationcoperation^tm would do

[CNCAppsJames]

Sounds like "If it isn't broke, we'll fix it until it is."

 

[Brian]

"Meet the new boss, same as the old boss."

All joking aside, were most folks happy with their former dealer/VAR, or was it a mixed bag?

Did any of the dealers support staff stay on after getting acquired?

[CNCAppsJames]

I am biased... I worked for my VAR BITD... I've ALWAYS been very pleased with their support. When I was a paying customer support was always fantastic. CAD/CAM Consulting Services in SoCal.

They are one of the larger VAR's revenue, staff, and milage²-wise. It will be interesting to see what comes of them and MLC-CAD. 

[Newbeeee™]

#BackToTheFuture....

[JParis]

"Meet the new boss, same as the old boss."

All joking aside, were most folks happy with their former dealer/VAR, or was it a mixed bag?

Did any of the dealers support staff stay on after getting acquired?

Many were satisfied, some were not for a variety of reasons.

To date, most, if not all, support staff has stayed on in their varying locales and either have or will be transitioning to "Mastercam" employees.

In the US and Canada, there are still independent resellers...I think recent history shows us that it is only a matter of time before they are either bought out or cut loose and the Mastercam reseller contract is not renewed. That all seems to be in the works.

[Jeff]

Our dealer is still independent, but not as great of a rep as the man that retired a few years ago.
Rob was the best. Extremely helpful and knew everything about the product.

[JParis]

Our dealer is still independent,

for now 

[kccadcam]

Um,,,,,, I'm in NW Oregon......

Your Regional Team You will be supported by an experienced team of professionals who are dedicated to your success.
Here is our direct contact information:
Mastercam Southeast

[Jeff]

Um,,,,,, I'm in NW Oregon......

that's a hell of a road trip if you ever need them to come help with something in person.

[jstell]

Sounds like "If it isn't broke, we'll fix it until it is."

Um,,,,,, I'm in NW Oregon......

It's a feature, not a bug.
Also in portland area, got the same email.
My response:
I am confused.  I am in the northwest.  How is southeast my regional team?  Or is this just another example of Sandvik totally missing the mark, by opposite, like every update since 2023 fubar of MGS, and now the latest greatest plane and levels managers?  Get it together people.  You are embarrassing yourselves.

[CNCAppsJames]

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