When I bought my MultiCam CNC router I assumed I would be able to run it when the tech left after 3 days in my shop. I quickly learned that although I could certainly do some basic things I had far, far, far to go. My tech taught me the basics of the machine as per my contract. He even went further and showed me the basics of EnRoute software - probably as much as most signshops would normally use. I breezed through the MultiCam manual and flipped through the manual for EnRoute... how hard could it be?
On top of all that I didn't just want to use my machine like most other signmakers... simply cutting shapes. I wanted to build 3 dimensional objects, route textures and a hundred other things. How hard could it possibly be??
It turns out my MultiCam dealer knows their machines. And the machines are top notch quality. I did my homework before buying, and after all my months of research I bought what I felt was one of the better machines out there. After four years I have no regrets. But I get ahead of myself...
Back when I first got my MultiCam - even after three days with a tech I could BARELY turn the machine on and off. Although I could cut out shapes I was far, far from where I wanted to be. Thankfully I had no projects waiting on the router or planned for it in the near future. It turned out I would spend most of the first six months LEARNING about the 3D routing software. My MultiCam dealer and EnRoute rep helped immensely trhough that time. I simply created the files while my son-in-law Phoenix figured out how to run the files on the machine. When he left to form his own company six months later I had to suffer through the learning curve of actually running the CNC router. I quickly learned to use a CNC router effectively one has to do things methodically and slowly... not my usal way of operating. I LIKE TO GO FAST.
I did up dozens of gradually more complicated files, first in lightweight foam and eventually in Precision Board. Our first major project (non-paying) made the cover of SignCraft and a feature inside. It was the alphabet pieces we created to learn the software and the operation of the machine. Many more complicated files later we were ready to actually put some paying projects on the router. And the router performed flawlessly.
You can bet we seemed to break router bits more frequently on Friday late afternoons or through the weekends when we were short on time before a deadline. That's when the serious issues of how to make the software do what we wanted always seemed to surface too. It's the law - at least around our shop.
Did we have some issues with the machine... well sort of and our dealer was there to help. It turned out our power fluctuated sporadically locally... not MultiCam's problem... but they spent considerable time trying to figure out why those expensive fuses were blowing... and in the end put in some new (expensive) breakers on their nickel. For a while we had the auto tool changer pulling tools through the holder. They sent out a tech and he ran the machine through countless tool cycles trying to locate the problem... after a number of visits they determined it was my compressor turning on late sporadically with low airpressure only very occasionally. A simple turn of an adjusting screw on my equipment was the cure along with some complimentary tool holders to make me feel better. Once again it was above and beyond the call of duty.
They adjusted the parameters and dynamics of the router to perfectly suit my highly textured, wiggly routing style, allowing the machine to perform at much greater speeds than anyone had seen before... all at no cost and long after the warrantee had expired.
Each time I had an issue or needed help I had to take a deep breath before I phoned my MultiCam dealer, realising that my issues and emergencies were not his. There was no need for panic on his end. Sometimes his techs were out for days on an install or helping another customer with training. While I was certainly tempted to get impatient and perhaps even flustered or upset... it wasn't his problem... it was mine.
I had to remember that I am not always in my office. I go out on calls, I do installs, I sometimes take long lunches or even vacations.
I also have to remember how I feel about customers who on the rare occasion are not very patient or polite about the service I offer (even if I think it is stellar!) I have to remember that even I have bad days sometimes where things don't go right or when I simply can't figure out the best solution to a problem despite my best efforts.
Age and experience has taught me that patience and a kind reply will get you a LOT further than the opposite. Threatening lawers, lawsuits and calling names seldom got me what I was looking for although I thought I deserved what I was asking for. Too many times I found that flying off the handle meant I only had to opologize later, hopefully salvaging the situation where we could shake hands and start over in a civil and friendly manner.
After four years of intense operation of our router and the fabulous EnRoute software I feel I am finally starting to get a handle on it or at least not faking it quite as bad as when I started. Much of my knowlege came after I started to teach our Router Magic Workshops and had guest instructors from EnRoute help out. I've been privileged to have Jeff Hartman here in my studio for three of those workshops. He and his brother wrote (and own) the program. A more knowlegeable teacher we could not wish for!
All that being said I feel I still have far to go. I'm jsut glad I have the best tools, (my MultiCam Router and EnRoute Software) and the best support to help me along my way.
Its my hope that Janey can be patient as she sorts out and talks over her issues with MultiCam. It's my hope that MultiCam can overlook Janey's impatience and frustrations as they sort out the fine tuning of her router.
I know from personal experience that Janey has bought a first class machine. The software will do all the things she wants from her machine. Janey just has to tough out the learning curve of the machine and the software... while already running full blast at the jobs she is already turning out. Although, in my personal experience Janey is a little impatient, thankfully she is also a quick learner. I have no doubt she and MultiCam will sort things out. I have no doubt Janey will become a leader in the routing industry and I look forward to great things from someone who has the passion and perseverance to pull it off.
And for the record I did spend about 10 hours in Janey's shop, Sunday afternoon and Monday morning after the Pontiac Mural meet. We covered a lot of ground in that short time. Talking with Janey is like me looking in a mirror... she goes more than a hundred miles an hour... soaking up everything in sight... impatient to learn, frantic to try it herself... it's frightening!
This lady is a ball of energy who immediately wants to jump to light speed... what can possibly go wrong...
Have fun with your MultiCam...
-grampa dan