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Results 1 to 5 of 5
  1. #1
    Join Date
    Aug 2006
    Location
    Eureka, California
    Posts
    650
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    Wait time for Melco tech

    I have had my Silver Surfer for 14+ years, all with a maintenance agreement. I added a second machine almost three years ago.

    For the first time ever, I have no running machine, and have had to put in a service call. I am being told that, even though I am dead in the water, I am looking at a two month response time due to "everyone opening back up at the same time". I have been open the entire time and have a stack of orders pending with hard deadlines.

    Melco has shipped the parts; any ideas on what to do? I have left email with [email protected], and also a message with the Melco Service Manager, who I am waiting to hear back from.

  2. #2
    Join Date
    Jul 2013
    Location
    Urbana, Maryland
    Posts
    257
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    Just so I'm understanding...

    You have an active service agreement that you've paid for monthly or yearly - for the last 14+ years and now when you need service, you are being told 60 days.

    What's the SLA or service level agreement in the contract? Is there a guaranteed turn around time? Is this breaking the contract? If you are loosing business because of it - this is a huge deal.

    Are you in California now? Is there anyone that you could drop ship the work to in order to get past this stretch?
    John Yaglenski
    Amayausers.com - Webmaster
    Levelbest Embroidery - Owner
    Living the life on Hilton Head Island, SC and serving the world via our website!
    http://www.levelbestembroidery.com

  3. #3
    Join Date
    Aug 2006
    Location
    Eureka, California
    Posts
    650
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    Melco Tech support is walking me through how to replace these parts. They called today and are being REALLY patient as I do this. Curtis rocks!

  4. #4
    Join Date
    Jul 2013
    Location
    Urbana, Maryland
    Posts
    257
    Post Thanks / Like
    Quote Originally Posted by Judy View Post
    Melco Tech support is walking me through how to replace these parts. They called today and are being REALLY patient as I do this. Curtis rocks!
    Really glad to hear this.

    What are you replacing?
    John Yaglenski
    Amayausers.com - Webmaster
    Levelbest Embroidery - Owner
    Living the life on Hilton Head Island, SC and serving the world via our website!
    http://www.levelbestembroidery.com

  5. #5
    Join Date
    Aug 2006
    Location
    Eureka, California
    Posts
    650
    Post Thanks / Like
    So far, the motherboard. Walking me through replacing harnesses as necessary tomorrow, and if necessary, a color change motor (at least that's what I think it is...)

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