Where Is ShopSmith Tech Support?

[dickg1]

I have a problem with an inoperative PowerPro. Called ShopSmith last Monday (April 24, 2017) and my problem was taken by Anita in Customer Service. She stated that the info would be passed to Tech Support and I would be contacted by phone.

It is now Saturday, April 29, 2017, and I am still waiting. I know that SS is closed on Saturday so I did not expect a call today. Since SS Tech Support is apparently on a Spring Recess, maybe someone here is able to help.

My PP, serial #09-01-10, turns on normally. I hear the beeps as normal and the screen goes through the proper sequencing. I leave it at 500 RPM, press the ON button and nothing happens. I set the speed to 9500 RPM, press ON and ... I do not get a Confirm and the Confirm button does not respond. I have selected a speed using the Menu function, the Confirm does not work!

The headstock does not appear to be locked up because I can turn it by hand and feel no binding. In fact I can discern nothing from what I have previously experienced as being normal.

I have unplugged it, turned it off and let it remain so over night still no Confirm. My guess is that either the Confirm button is inoperable or the circuit board has a failure affecting it.

Since I have not been contacted by Tech Support, my hope is that someone on the Forum has experienced a similar situation and may offer some suggestions. Obviously, since I am locked into SS because the PP is unique I cannot go elsewhere.

Hopefully, Tech Support will return from their Spring break and will follow up. Conversely, to offer a benefit of the doubt, maybe I haven't been contacted because they don't know what the issue is and are researching their failure data files. Even if this is the case I would expect a courtesy call indicating that they are working on it.

As you may notice from the serial number I have one of the first PP sold, as opposed to the ones that were farmed out on a Beta trial. Maybe six years+ is the programmed failure date? Sarcasm is indicated here.

Those of you contemplating a PP purchase, it is a great machine when it is working but, you are locked into a single support source, if they do not support you have a very heavy paperweight.

Dick

[JPG]

Assuming big brother is listening, I would expect a call Monday.

However a week is not too soon to make a follow-up call yourself.

Your phone # may have been misplaced. . . . . . . .

[charlese]

Definitely not a happy day in your shop Sorry to read your story!

I also got my machine in the initial order. My Ser. No. is 09-02-10 so it is a day newer than yours.

Something i the electronics has gone awry. DUH!! The only thing you can check this weekend is wiring.

Best wishes!

[reible]

Yes that is longer then I would have expected. As was mentioned it is possible that they got your number written down wrong or misplaced it. If you don't get a call early Monday I think you need to call back.

If you want to easter egg hunt then I would start with the wires. A cable could be loose or a wire caught somewhere and either shorted or open. If you are going to do the service on your own then you will have to open it up anyway. With the power off as in the plug unplugged start taking it apart to the point you can start seeing the cables. A visual might alert you to a potential issue which like has been mentioned a loose connector or the like.

Anyway I'm sorry to hear about your issue and I hope it gets solved quickly. If you do find the issue please let us know here so we can expand our knowledge.

Ed

[rjent]

When my power supply went bad on my PP, I called every day until I got where I wanted. I wouldn't say they were unresponsive, but I didn't feel that their procedures were optimized to help my problem. In the end, all was resolved and it is a distant memory, but still ....

[dickg1]

Your phone # may have been misplaced. . . . . . . .

Yes, this can happen. But, I gave Anita my home and cell phone numbers !
One of them should have been a working number.

Question. Does not our SS customer file include our phone number? Also, if the note passed to Tech Support was misplaced perhaps an internal procedures review is called for.

When the issue is resolved I will pass the problem solution on.

I intend to call Monday.

Dick

[dickg1]

Called this Monday AM and after 15 minutes on hold talked to Gail. I briefly indicated my problem to Gail, who appeared to be disinterested or officious (hard to tell). She indicated that Anita, who took my original call, has the information and that she, Gail, would notify her of my call. I restated that I have been waiting for a week for a call from Tech Support but this did not seem to incite any interest.

I provided Gail with both my home and cell phone numbers which she repeated to me correctly.

Although I have had few instances of having to call Customer Support, my past conversations have been friendly and provided a feeling that they cared. NOT THIS TIME.

If you are contemplating a Power Pro purchase be advised that my experience to date suggests that things have changed at ShopSmith. I purchased my first unit, a Goldie, back in the early 60's. It has served me very well. I have continued purchasing directly from ShopSmith to the point I have a fairly capable work shop. I am rapidly becoming disenchanted with the company since my Power Pro is nothing but a heavy anchor. The call this AM has done nothing to enhance my confidence. I have been dealing with ShopSmith for more that fifty years and I am now having sincere doubts that they will be servicing their customers for much longer.

The above rant may simply be an expression of my frustration. Take from it what you will, but my confidence in ShopSmith has been severely shaken and my loyalty destroyed.

Dick

[dickg1]

Received a call from Customer Support. Tech Support needs a video of the Power Pro control panel. Which I have created and forwarded. I was also informed that my Power Pro is out of warranty.

Dick

[reible]

Out of Warranty, well this gets more and more interesting. My long term worries were how long these units will last and how much will it cost to repair them. This is a rather critical time at shopsmith, if the failure rate shows up now at 6 years or 7 years I know I'd be unhappy. Especially unhappy if the cost of repairs is high. I'd expect sales to drop off if this is the case and word gets around. I'm still optimistic however.

I got my first machine in 1976 new. It never had a major failure. Yes it has had a lot of upgrades over the years and is now been gutted to make it a powerpro. I did save all the guts encase at some point I needed to convert back. A safety net.

So please keep us informed.

Ed

[Gene Howe]

Just guessing here. But Shopsmith may have some sort of an arrangement for warranty work with the manufacturer...Nova, right?