Long ago the factory did not believe in the word "warranty." In fact, on one of my visits and in the GM's office I saw a stack of warranty cards lying in a messy pile on the desk that customers had sent in to the factory following their new machine purchase. I asked, "What do you do with these, do you enter them into a database along with the serial numbers?" My question was raised because (1) it looked like they had been in a pile for quite some time, and (2) having a database of machines would really be helpful when someone asked me or the factory about buying a used one with a particular serial number.
The answer I received following my question was, <i>"Nothing."</i> I was taken aback because if I had an issue with my reloader and it was under the first year, I would expect some warranted work.
Now, things are different there. Tawnia and Bruce really and honestly try darn hard in customer support. Those two have been a breath of fresh air. The last person who cared for customers was Jean. She was so brilliant on the machines, but customers did not always get to talk to her. Also, Wayne who runs the machining operation there is also a great guy to throw ideas at.
My last visit there was to discuss purchasing the company and moving it to SD. I used to work for a past Governor and their Office of Economic Development and my partner were very interested in moving that operation here. We had some great ideas and plans to make the machines better. Unfortunately, the asking price was way out of line so we stopped negotiations. Dick did call a couple of times to continue the negotiations, but in the interim he died unexpectedly. I tried to deal with the widow but I could never get the financials the OED wanted and my bank wanted, so we scrapped the deal. And, my son was interested in being part of the deal, but he has since moved to Portland. When I left P/W on that visit and subsequently, I offered to fly Jean out here to look the area over and to move with the company. She declined and I respected her decision as she had roots out there in ID. I used to have Domino's deliver pizzas to the factory on a Friday because of Jean's and Wayne's always available assistance and because I really liked the folks there.
I talk to Wayne occasionally, but I hate to bother him. If you observed him, you'd scratch your head and wonder how in the hell he can do all of what he does. He is a genius in design and CNC.
Whiz