From: Gonzalez Prada, Jorge (firstname.lastname@example.org)
Date: Fri Dec 16 2005 - 10:53:22 EET
I am a phd student at the University of Navarra, and we are users of an Objet Eden 330 machine since two years ago. I do not want to get involved with the issue about who is right with Poddar's problem. Despite of that, I will talk only about my experience with Objet and its technology.
We are just starting to work with this kind of technology, and this machine is the first contact we are having with the Rp world, but our experience with it is really pleasant and satisfactory. The quality of the built models was as it was supposed to (from my point of view it is one of the bests present in the market, but to deal about this is not the point of this e-mail), and, when problems came into play (it is intrinsic to every machine) they were quickly faced by Aida, the Objet distributor in Spain. And we are absolutely certain that Aida finds the proper support from Objet when it is necessary.
About the support coming from the company, I have to say also that we are using this machine for research, so maybe time is not as important for us as for the service bureaus or other companies. But despite of that, I think that the support we received would satisfy any "time" company problem.
Jorge González Prada
Mechanical Engineering Department
TECNUN (University of Navarra) www.tecnun.es
PºManuel de Lardizabal 13. 20018 Donostia-San Sebastian (Spain)
Tel.: +34 943219877 Fax: +34 943311442 www.tecnun.es/prototyping
E-mail address: email@example.com
From: firstname.lastname@example.org [mailto:email@example.com] On Behalf Of Amit Shvartz
Sent: jueves, 15 de diciembre de 2005 17:39
To: firstname.lastname@example.org; email@example.com
Subject: [rp-ml] Looking for Eden 260 experiences - From Gadi Har-shai
The Eden 260 in question was installed at Poddar Co., a jewelry maker, in India in August of 2004, over a year ago. During the period, the machine was serviced by Objet local distributor at that time, Vectraform. Over this period, this machine printing used over 100 kilogram of resin, which clearly indicates that it was a good and performing machine, this material amount is equivalent to about 1,000 printing hours!
However, due to a combination of misuse of the machine by the customer (changing parameters, parts, moving the machine location to a new site) and inadequate support that was provided by our distributor Vectraform, the machine's condition deteriorated to a point it did not perform as our 400+ Objet Eden systems do around the world, and thus required Objet customer support intervention. Our engineers visited Poddar several times for a week each, since Vectraform simply did not show up or if did, stayed for unreasonable short time. Since Poddar Co. rightfully refused to continue to be serviced by Vectraform, Objet decided, and agreed with Poddar, to replace the machine and seek another support solution. Unfortunately Poddar infringed this agreement by shipping us back the machine, that during transit became Total Loss, and was not insured as agreed.
Objet is committed to its customers even in unpleasant situations like that, and will keep seeking a suitable solution to conclude this dispute. Given our high concern for customer satisfaction a new distributor, Apsom Co. was appointed three months ago in India to provide high level support to our growing installed base in this region.
Rather than using the rp-ml forum for increasing the use of Rapid Prototyping and growing the industry, we find it a pity for the above thread to find its way to the forum.
VP Customer Support
Objet Geometries Ltd.
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