Colex tech needed…

[JstevensonPrints]

We have a 5x10 colex, I’ve hit a brick wall with colex directly, the service guy is extremely rude

we have been down for 3 weeks now and cannot get them to come out and help. I think it’s a cable for our rotational motor (sorry I don’t know the name of the motor that controls the blade direction) but just can’t afford to lose the time replacing parts arbitrarily.
After google searching I can’t seem to find many people that actually work on these things.

Our machine is a 2016. Everyone’s help is greatly appreciated, our machine is located in Washington.

 

[garyroy]

Colex is a pretty small company located in NJ if I remember. Just call and ask for the west coast sales manager.
If you don't get him, ask for the GM, if you don't get him ask for the Pres/Owner.
They'll call you to incessantly when they want to sell a machine, call them to incessantly to get it fixed.
They do demos online, they should be able to do an actual video tech call with you if needed.

 

[JstevensonPrints]

Apparently my machine is not important enough for them. Last time I called the jersey sounding women hung up on me, she couldn’t be bothered to answer any questions, said I’d have to give them a few hundred bucks just to answer a single question.

Thanks for your response though, very good point for sure. The search continues…

 

[JstevensonPrints]

Thank you for the reply. I will send you a message right now.

 

[Aaron Hunter]

Out of curiosity, what is your Colex doing/not doing? As, previous posters have mentioned they are a small company and it you don't have a current warranty program you definitely get back burnered

 

[JstevensonPrints]

I get Colex is small, but they shouldn’t be rude when someone that’s been a loyal customer needs help and just because I don’t have a very expensive service contact shouldn’t mean I’m kicked to the curb, It’s ok though, I was able to get help, it was a fairly simple fix which he did for me over the phone. To put a point on it, my employee couldn’t figure out how to fix his tools depth constantly changing for no reason.
All is well I. The world again.

 

[Aaron Hunter]

I get Colex is small, but they shouldn’t be rude when someone that’s been a loyal customer needs help and just because I don’t have a very expensive service contact shouldn’t mean I’m kicked to the curb, It’s ok though, I was able to get help, it was a fairly simple fix which he did for me over the phone. To put a point on it, my employee couldn’t figure out how to fix his tools depth constantly changing for no reason.
All is well I. The world again.

Definitely agree. We didn't re-up ours and it gets frustrating. Glad it was an easy fix.

 

[JstevensonPrints]

Just wondering, why did you not renew yours? How has your experience been with them?

 

[Aaron Hunter]

Our machine is about 8-9 years old and most of the tech has evolved to the point it's not worth the additional service expense. We replaced the main CPU 2 years ago and we had a 1 time PM done last year to run a new camera and just get everything tuned up. At this point we are going to run it till we can replace it. For the most part Colex has been great but as others have pointed out, no service contract, slower response. I have found that submitting a service ticket through the Service Portal to be the most efficient. Our last issue was a W rotation switch that had worn out and we had the replacement switch in a few days.

 

[Print1]

Hey Aaron,
I’d recommend getting that yearly PM done, the colex is a robust machine and that’s good and bad, it’s great because they are hard to kill, it’s bad because they tend to hide underlying issues that if ignored will lead to pretty big issues seemingly out of the blue. That’s not just the tech in me, it’s experienced from being an owner / operator as well as servicing them for years.

 

[Aaron Hunter]

Hey Aaron,
I’d recommend getting that yearly PM done, the colex is a robust machine and that’s good and bad, it’s great because they are hard to kill, it’s bad because they tend to hide underlying issues that if ignored will lead to pretty big issues seemingly out of the blue. That’s not just the tech in me, it’s experienced from being an owner / operator as well as servicing them for years.

We definitely have stepped up with our maintenance and doing annual PM's. Truth be told, most of our issues usually pop up in OptiScout more than the hardware.