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5) SERVICE
Datron customer service begins before you ever meet us and hinges on smart-machine design that makes our products easy to use and service. Then, from the time you walk through our door for a demo until long after your machine is out of warranty, Datron specialists are here to help you. Here are a few elements that help you protect your investment: |
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• Modular (User Changeable Parts)
• Onsite Training & Installation
• Remote Diagnostics
• 24 Hour Response Guarantee
• Low-Cost Spindle Replacement |
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Modular User-Changeable Parts: Through 35 years of experience in the design and service of CNC machines, Datron has found that our success is based on the partnerships that we form with our customers — and empowering them with knowledge of our equipment helps them to use it more efficiently. With that empowerment in mind, our R&D group set out to design machines that feature accessible mechanics and electronics and facilitate the easy replacement or exchange of parts by the operator. They also developed operational parameters whereby the machine actually protects itself. For example, it will not permit the operator from driving an axis beyond the end of the ballscrew. Or, in the event that an operator drove a tool into the bed, the tool would break, but the machine shuts off, preventing further damage to the bed or valuable blanks. Further, they developed a Microsoft® Windows®-based control that is familiar to the user and automatically re-calibrates the machine following part exchange to guarantee accuracy and repeatability. With an overall machine design where service requires a basic skill level equivalent to turning a screwdriver, our customers are able to replace parts themselves in a time frame that is faster than any service person could even get on site.
It all starts in Germany. Have you ever gotten behind the wheel of a German-made automobile and noticed that things just make sense? The precision of the doors make that special sound when you shut them behind you. All the instruments are in the right place. And the motor just hums. That’s because German engineering is based on due diligence — solving problems before they arise. At Datron we look down the road to gain a firm understanding of exactly how our equipment will be used and to provide our customers with everything they could possibly need to make their job easier. This includes everything from precisely made components that are easy to swap to exclusive use of low voltage that poses no risk during the replacement of those components. The majority of our parts can be swapped within 30 minutes.
For more information read the
White Paper below.
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Onsite Training & Installation: With onsite training, we'll install your machine and provide an overview of our operating software. We'll also demonstrate the interfacing of 3rd party machining files with the Datron control. This is performed on your machine at your location (travel expenses, hotel, airfare, food and car rental per diem). For some customers this training may not be necessary and they can get started by using the Datron Tutorial Kit. This includes a step-by-step guide that walks the operator through the control software, teaches protocol for new job setup, executing programs, machine coordinate system, creating sub macros, tool database setup, and basic machining practices for a Datron high-speed machining center. The kit consists of the user’s manual, a PVC mounting fixture, 4 aluminum plates, 2 end mills, 2 engraving tools and mounting hardware. It's a great "future reference" and provides you with a resource for refresher courses and training of new operators.
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Remote Diagnostics/Trouble Shooting: In the case of service issues, we’ve found that 90% of the time problems can be solved over the phone within an hour — in many cases without any exchange of parts. By leveraging the power of our Microsoft® Windows®-based controller, with a push of a button Datron machines perform auto diagnostics and produce emailable Anomaly Reports that show machine status and recall any errors that may have led to the issue. This helps us to swiftly diagnose the problem and, if necessary, get a spare part out the door and delivered to our customer on the next business day. Then, by use of phone, fax or email, our skilled technicians walk the operator through part replacement. In some cases, we direct operators to our online customer extranet to view diagrams or photos that aid them during our instruction. Once the part is replaced, the operator simply reboots, the machine performs an automatic re-calibration and our customer’s production resumes.
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24 Hour Response Guarantee: We have a guaranteed 24-hour response time where we troubleshoot with a customer by phone to diagnose their needs and determine if the issue can be solved immediately of if part shipment is required. Our inventory is loaded with replacement parts that can be shipped to arrive at the customer’s site by 10AM the following day.
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| Low-Cost Spindle Replacement: We are dedicated to customer satisfaction — and while our high-frequency spindles are among the most reliable on the market, they do have intricate working parts that sometimes require service. With the knowledge that the time required for spindle repair impacts both the production and throughput of our customers, Datron has developed a spindle exchange program where replacement spindles are delivered, in most cases, within 24 hours. |
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Datron Dynamics, Inc.
115 Emerson Road
Milford, NH 03055
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Wielding the power of Datron high-speed machines
may be hazardous to your competition.
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In our constant effort to improve our products and services,
we reserve the right to change specifications with or without notice.
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(c) Datron Dynamics, Inc. 2005
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