[Aa...] Posted August 2, 2018 Share Posted August 2, 2018 We've been running a diamond stylus on each of our machines for a while, now. I remember Zeiss trying to sell us on diamond styli at IMTS 2016. And I remember them assuring us that they had a program for putting the used diamonds onto a new stylus if anything were to happen. Well, today something happened. It wasn't a collision. The operator was simply manually picking up the part, and the diamond fell of the end of the shank. Neither part is damaged, they just came unattached. I called Zeiss support, and was told they don't do repairs on diamond styli. They said our only option is to purchase a new one. 😱 Anyone have any knowledge or experience on this? Link to comment Share on other sites More sharing options...
[Ri...] Posted August 2, 2018 Share Posted August 2, 2018 I'm not sure anything can be done but you might have a little more luck if you talk with someone in After Market Sales. The repair, if possible, would probably have to be done in Germany. Link to comment Share on other sites More sharing options...
[Aa...] Posted August 2, 2018 Author Share Posted August 2, 2018 ...and if that doesn't work, I might try calling Hexagon's aftermarket sales dept. 🤣 🤬 Link to comment Share on other sites More sharing options...
[Ri...] Posted August 2, 2018 Share Posted August 2, 2018 Who is this Hexagon fellow you speak of? 😱 Link to comment Share on other sites More sharing options...
[Aa...] Posted August 6, 2018 Author Share Posted August 6, 2018 Thanks, Richard. Sometimes just knowing who to talk to is invaluable. Aftermarket sales got the ball rolling for a return. Link to comment Share on other sites More sharing options...
[Ri...] Posted August 6, 2018 Share Posted August 6, 2018 Excellent news. Full disclosure,, I was totally guessing. Link to comment Share on other sites More sharing options...
[Aa...] Posted August 7, 2018 Author Share Posted August 7, 2018 But your knowledge of the overall structure at Zeiss probably had something to do with it. And you're also right that it will likely be going back to Germany. Link to comment Share on other sites More sharing options...
[Aa...] Posted December 18, 2018 Author Share Posted December 18, 2018 Yup. The aftermarket sales dept. got us a RMA number, and we shipped it back. We got a confirmation that it was received and was being reviewed. Now our repeated requests for status updates are being ignored. I guess I thought we would at least receive notice of whether it would be repaired or replaced a little more quickly than 4 months. Just saying... Link to comment Share on other sites More sharing options...
[Ri...] Posted December 18, 2018 Share Posted December 18, 2018 Aaron, that is just terrible. At this point, call your distributor and ask them for a remedy. This whole thing should've been done and dusted in two weeks. Link to comment Share on other sites More sharing options...
[Aa...] Posted December 19, 2018 Author Share Posted December 19, 2018 Well, I understand that two weeks is asking a lot, since it has to go back to Germany for repair. But maybe enlisting our distributor as an advocate in this case would be a good idea. Link to comment Share on other sites More sharing options...
[Ri...] Posted December 19, 2018 Share Posted December 19, 2018 Go to your distributor, say "Hexagon" three times and free stuff magically appears. Link to comment Share on other sites More sharing options...
[To...] Posted December 19, 2018 Share Posted December 19, 2018 Richard is right. We just received a new case of Zeiss Calendars. Want one. Just send a stamped, self-addressed envelope to me. You don't even have to say Hexagon.... Link to comment Share on other sites More sharing options...
[Aa...] Posted January 8, 2019 Author Share Posted January 8, 2019 Here's what they sent me almost three weeks ago: Please sign in to view this quote. Since then, silence... Link to comment Share on other sites More sharing options...
[Ri...] Posted January 8, 2019 Share Posted January 8, 2019 Aaron, seems like there's a breakdown somewhere in the system. Remember the old saying, "The squeaky wheel gets the new wheel bearing after it's been determined that the bearing is actually the problem and the distribution department has been notified of the release of an appropriate bearing for the appropriate axle part #. Please note any delay in the release of the aforementioned bearing will be not be noted unless the procurement of the bearing is documented on the necessary forms detailing process and procedure." Link to comment Share on other sites More sharing options...
[Ri...] Posted January 19, 2019 Share Posted January 19, 2019 Aaron,, just curious. Any new developments in the ongoing saga of the Diamond Stylus? Link to comment Share on other sites More sharing options...
[Aa...] Posted April 10, 2019 Author Share Posted April 10, 2019 Yes, thanks for asking. We have received the long-awaited replacement. Link to comment Share on other sites More sharing options...
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