Ryan's Removal

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To those involved,
  Again I appreciate the partial offer Mac-Tech has made, please let it be known this offer was originally made available on 9/5 by Doug from Mac-Tech. At that time we stated and held our stance that this was not viable as this was still related to existing issues which were never corrected. Please also let it be known that Doug has most recently been in his role at Mac-Tech and has no full or on hand knowledge of exactly what we have went through with the company he now represents. In our eyes Doug only is trying to create a solution by what he reads on service reports which we have yet to see as promised by Rick of Mac-Tech back in August. We truly feel these reports have been in no better terms other than "pencil whipped".
   As for the service and maintenance of the machine we have fully followed Ermak's instruction as described in the owners manual for the brake press. Our operator [redacted] U. fully understands the operation of this machine for our application as well. Before and during installation of the equipment E-PAK was provided with an per-installation guideline which was fully followed and included items once the Mac-Tech Team arrived they told us were not needed. In regards to the grounding issue during Mac-Tech's installation, it is our possible understanding those from Mac-Tech may have not fully understood how to install this brake press otherwise Ufuk from the manufacturer Ermak in Turkey would have not had to make a visit to our facility to understand any issues. Also please let it be known that E-PAK paid and provided for the additional grounding materials which Ufuk had determined to be a problem and were completed immediately while he was at our facility.
   Ufuk had also determined that the Y2 cylinder seal was an issue. Ufuk sent in a complete seal kit via Fedex overnight delivery to meet a Mac-Tech Technician at our facility. Per Ufuk this seal was to be completely replaced. Mac-Tech's Tech was in our facility to do this during business hours. [redacted] U. of E-PAK was present during this work and tells us the seal was never fully replaced as he observed "[redacted]" from Mac-Tech working on this the entire time. The Fedex package contained seal parts which were not used by [redacted] and the Y2 cylinder was never fully disassembled to replace the parts.The remaining seal parts were taken from our facility with [redacted] when he left. It is our understanding [redacted] is no longer with Mac-Tech. Upon using the press it was pointed out to Mac-Tech during a phone call the seal still leaked and what we observed during [redacted]'s visit. Mac-Tech stated they had believed the work to be completed.
   Please let it also be known this unit was purchased as a show display from the Fab-Tech show in Chicago when we purchased it. From initial installation the same issues have existed with this brake press. The possible corrupt programing started during installation training with [redacted] U. and have continued through as of current. In the supposed time lapse [redacted] has called "[redacted]" Mac-Tech Technician via his cell phone to continue to work through any corrupt programs over the phone. This was done by [redacted] at [redacted]'s direction.
   It is E-PAK's feeling that the oil leakage, corrupt programming issues, and any axis issues still exist and truly have never been fully addressed by Mac-Tech and the manufacturer Ermak. We absolutely feel we have purchased a "lemon" which Mac-Tech themselves may not fully understand. I can also go on about the amount of time which we have had immediate issues and reached out to Mac-Tech and received no reply or had to ask numerous times for information in regards to maintenance related products. Most recently to my knowledge our VP- [redacted] Swedersky tried to reach out to the owner Mr. [redacted] of Mac-Tech to discuss our differences both by phone and email and has yet to get a reply, I know this was done on 9/11/2014 and [redacted] S. spoke with Mr. [redacted] by phone during the IMTS Trade show in Chicago.  
   Again I will reiterate myself and continue to hold the stance of the invoice they say we owe for service is not viable as all issues still are those which exist upon installation and through today. We had other services done on a shear by Mac-Tech and they were paid immediately. Maybe Mac-Tech needs to re-involve Ermak yet again to help them take care of our equipment if it is something they do not understand. Our $90k brake press has never been 100% ever. We should have put it back on a truck and returned it long ago but believed in our vendor Mac-Tech and were sold on both the equipment, service, and manufacturer by [redacted] Mac-Tech salesman. Again Mac-Tech's solution is not a viable option.
   I have copied [redacted] of Turkey on this email hoping they will stand behind what they sell. Thank you
Regards,
[redacted], Purchasing and Materials Mgr. of E-PAK

Please note the offer contained within the e-mail copied below that was originally sent to E-Pak Machinery on 09/05/2014.  Upon review of the timeline below, many of the items and issues that were serviced under warranty for E-Pak are not truly warranty issues.  Specifically, the broken roller guides, a cylinder rebuild and  additional assistance with corrupted programming.
Roller guides typically will only go bad in that short of time if they are not lubricated properly.  E-Pak's maintenance records indeed indicate insufficient lubrication and maintenance on the machine in general.  Admittedly, E-Pak may have maintained the machine and just did not keep good records of this maintenance.
A cylinder rebuild was done on E-Pak's behalf even though Mac-Tech Technical Services never witnessed a leak from the cylinder.  There have been hydraulic leaks detected and repaired by Mac-Tech Technical Services.  The fluid from these leaks could have traveled to the cylinder housing which could give the appearance of a cylinder leak.
"on the Y-2 cylinder the plug for the lower bleed hole was loose, we noticed a trail of oil down the cylinder to the rod end cap, tightened about an 1/8 of a turn, no further leaking was noticed from that" - 02/16/2012 Service report.
"There were (sic) some leakage on top of the machine, tightened up all 4 hose clamps on the pump inlet side hose, also found some hard line connections that were loose, checked all the fittings on top of the machine. - 02/16/2012 Service report.
The additional assistance provided regarding the programming  was just that additional training.
All of the above was provided at not cost to E-Pak Machinery.  Mac-Tech Technical Services simply asks that E-Pak pay its most recent service call for services provided one full year after the warranty expired.
Copy of e-mail with offer of a day with a Mac-Tech Technical Service technician for a machine review and a day of training:
[redacted],
 
Mac-Tech
and Ermak are committed to working with our customers to resolve open issues
and are committed to improving our machines and processes to increase customer
value. 
 
Below
is the timeline of service events where we were trying our best to resolve the
issues:
 
12/15/11: Press installed
 
Feb/March 2012: Several on-site visits: Left Linear
Scale replaced under warranty.  Two visits to fix oil leaks,
including one cylinder rebuild. Replaced right Linear Scale.  All
warranty, no charges to E-Pak.
 
May 2012:  Replaced broken roller guide. 
Warranty.

 
July/Aug 2012:  Several visits to troubleshoot and
swap Linear Scales.  Warranty.
 
Nov 7, 2012:  Problem with corrupted
programs.  Program removed and rewritted by Mac-Tech technician.
Warranty.

 
Nov. 21, 2012:  Ermak Tech finds insufficient
grounding on machine which is determined with a high likelihood to be the
root cause of previous issues due to high EMFs from other equipment in the
area. Machine is grounded.  Warranty.
 
12/15/12: Machine warranty expires.
 
March, 2014:  Service call for ram askew. 
Repeated power cycling, parameters reset, and reinitialized to
recover.  Mac-Tech bills this and has not received payment.
 
Note
the relatively long span of time with no service calls after the machine was
adequately grounded for your shop conditions.  This grounding issue does
appear to have a very strong correlation with the other issues with your
machine.  Mac-Tech recommends that all customers ground their machines,
but we do not have control or understand the effects of other equipment in your
shop or anywhere within range of the Ermak brake that may cause issues if
grounding is insufficient.
 
The
March 2014 service call was performed well after your warranty expired and thus
Mac-Tech’s position is that this is billable.
 
I
stand behind my previous offer of a free day with a Mac-Tech tech, after paying
the outstanding invoice.  We can also use this day for training if you
believe any part of these issues could be related to a lack of understanding of
any of the systems of the press at any level within your organization.
 
 
Respectfully,