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Forum behavior

Brian Gudauskas
Guys, I’ve been watching with interest and quietly for some time since I was alerted to some recent issues.

Since then I’ve seen many people helping, and being constructive, thank you, you know who you are.

However I’ve seen a small minority posting:

1. Pornography and NSFW posts
2. Admin – baiting
3. Rants, with no purpose other than to incite
4. Ridicule bordering on bullying

Are we going to let a couple of people ruin this for everyone? We put this forum here for us all to discuss the software, to help each other, not for a few people to commandeer for the personal entertainment. There are other places to put NSFW posts and rants, we should be professional on this forum.

We have to protect new users from abuse. We have to enforce the rules for everyone. Criticism is allowed and encouraged (prefer constructive criticism), but flagrant violation of the rules, and bullying of anyone cannot be tolerated. I have been a staunch defender of our open forum for years. Other OEM forums are closed, or non-existent, what does that say about the freedom that is offered here? Let’s respect our privileges or risk them being taken away.

If you want to respond to my plea for professionalism with some remarks about how the software has let you down, has personally screwed you out of house and home, mugged you and your brother, whatever, please don’t. The forum is for discussion, not for logging bugs. If you feel so strongly about the software (which is good), please try to actually do something constructive about the issue through official channels. Here is how.

1. First contact technical support, and report the problem. 800-343-7933. This works, I have followed many customers through the system. YES, I believe like all technical support that it is far from perfect, but at least start here so you can get your call logged and have something to whine to me about. If you don’t like to call, use this form: http://hexagonmetrology.us/contact-us.
2. If you do not receive the timely response you desire, call your sales representative. They will help.
3. If all these fail for a specific issue you have, PM me telling me what happened in technical support, who your sales rep is, and if you entered a contact request. I will follow up with each and make sure the system is working for you and for everyone. Allow me time, I do have a day job, and I'm just one person.
4. If after all that, you still don't like the response you are getting, fill out the customer survey here with your experiences: http://hexagonmetrology.us/contact-us/customer-satisfaction-survey . It is logged and reviewed.

Thanks for your professionalism in advance, please help me make this a better place.
  • WScmm, I'll need more information to know who you called. Usually when I find someone who called an office that says that no one called back, they can't tell me where they left a message, or who it was. If they do remember, I find that person was out of the office (which can happen). I've done this a number of times (because I am always testing our systems here too).

    The offices are busy sometimes (I apologize), let me try to help you find out what's going on.

    If you'll PM me a name/number, I'll find out what happened. Additionally, if you let me know your question, I can try and get it answered for you.



    Hi Brian,

    I was following this thread in the beginning but just couldn't keep up w/ my work load. I agree w/ Ironhoe's earlier post about keeping your money and not updating your SMA's.

    Well here is my rant. Yesterday I need some simple info from Hexagon about my machine. I had a salesman coming to talk about dryers for my machine. I called Charlotte and I still haven't received a phone call from them! I must say that the Hexagon service just $ucks anymore. I also haven't renewed my SMA because last year I was able to upgrade to v2010 and look what that got me. None of the v2010 is stable. I remember back when "MEAS" was our Charlotte contacts you NEVER went more then 1 hour (IF THAT) w/out someone calling you back and I'm not sure what has happened but some of the same people are still there working for Hexagon. They will not even talk to you w/out an SMA anymore. Hexagon you have dropped the ball, and your Customer Service just $uck anymore. You really need to get you act together.

    Sorry for the tone, but when we need answers about our machines or software we don't have days to get them resolved and this is not my first time this stuff has happened. If it was the first time I wouldn't be writing this. Funny thing is when I renewed my SMA your service for a couple of months were awesome because I had a big transition from the older software to the new versions and had some questions. Now it seems like the same old stuff again. This is why we didn't renew up until last year in the first place.

    Again sorry for the tone and thanks for listening. I HOPE you can get something through to the powers in charge.
  • "JUST MAKE IT WORK FOR MY XYZ MACHINE" is all we hear where XYZ is your favorite measurement device. There is nothing wrong with the statement, just remember, multiply your comment by 50K, and that's what we have to do. Simple, right?

    The reason we upgrade competitive machines? Because customers who buy our equipment, become very successful with PC-DMIS demand "JUST MAKE IT WORK FOR MY OTHER XYZ MACHINE." This is why PC-DMIS is on lots of machines.

    BTW, the fixes for all the different machines, help the product in my opinion on the long term. Yes, in the short term they cause product changes that not all like, but in the long term they have definitely added much needed features and gotten bug fixes for everyone.

    JUST MAKE IT WORK FOR MY DEA CMMs
  • Thanks Brian,
    I will PM you w/ my number, but as far as being to busy...Nobody is TO busy to take 10-15minutes to return a phone call. sorry. As I said before this is not the first time and it won't be the last. This is how is has been for the past couple of years.

    The only problem comes into play if I say something about these folks then my service gets even worse. I have had excellent service from time to time if I can get to the person I need to talk too, my problem seems to be getting to these people. So w/out knowing what proto call is, I don't want to say to much.

    PM sent.

    WScmm, I'll need more information to know who you called. Usually when I find someone who called an office that says that no one called back, they can't tell me where they left a message, or who it was. If they do remember, I find that person was out of the office (which can happen). I've done this a number of times (because I am always testing our systems here too).

    The offices are busy sometimes (I apologize), let me try to help you find out what's going on.

    If you'll PM me a name/number, I'll find out what happened.
  • I agree in principle, but you'd have to know how many programmers there were, how much time they spent on fixes, enhancements, various products, etc in order to authoritatively diagnose the amount of fixes versus developers. I don't even have that information.

    If there were more PC-DMIS developers working on CMM now than five years ago, would that surprise you? It's true.

    Spread too thin is a complaint I hear from anyone I get on the phone with even outside Hexagon (customers). I honestly think the pressure comes from the opening of the global marketplace and inexpensive labor. This drives us all to reinvent ourselves to be either more productive, or less expensive, or have some special talent that no one else can do. It's not easy.


    But that said? Here's my beef. PC-DMIS does try to be all things to all users. Sad to say, but i, nor my company really gives a crap about someone running a vison system, a Romer or whatever.
    Our company is 100% CMM, (we have OGP's with Measure-X/Fit for the other stuff) and would like to feel that issues that affect us, when sent thru proper channels, will get attention from Tech Support and further up the line. But when you try to be all things to all customers? it seems everyone suffers.
    I read the release notes (from 4.x on thru 2011) and holy cripes! the list of enhancements is one thing, but the list of FIXES? I scroll down the line, and see just how many fixes (to me reads: time devoted by coders) DON'T apply to CMM's ,but to Hexagon's support of OTHER measuring devices. The price of an SMA being what it is, it just seems if someone is listening, well there are just not enough ears to go around.
    I'd like to go on, but that's probably my biggest 'complaint'. Hexagon/Wilcox has tech talent, sure... is it spread too thin? without a doubt.
    my 2¢
  • Thanks Brian for the call. Much appreciated.
  • "JUST MAKE IT WORK FOR MY XYZ MACHINE" is all we hear where XYZ is your favorite measurement device. There is nothing wrong with the statement, just remember, multiply your comment by 50K, and that's what we have to do. Simple, right?

    The reason we upgrade competitive machines? Because customers who buy our equipment, become very successful with PC-DMIS demand "JUST MAKE IT WORK FOR MY OTHER XYZ MACHINE." This is why PC-DMIS is on lots of machines.

    BTW, the fixes for all the different machines, help the product in my opinion on the long term. Yes, in the short term they cause product changes that not all like, but in the long term they have definitely added much needed features and gotten bug fixes for everyone.

    Core's problem is much more elementary than that. He works on a machine that he cant get any support for. He's in Slovenia. The closest "support" is a DEA guy in Italy and it takes DAYS to get help. I have made several inquiries on his behalf for a decent contact and have been laughed at. Maybe you are the guy to ask? Brian who can Core call for help?
  • I found this link on the hexagonmetrology.com site. Is this your representative (second entry down, Intermer)? Have you called them? http://www.hexagonmetrology.com/contacts_87.htm?country=hr&product=LSCAN&brand=&roles=

    My recommendations, in order of how I think of them if I were in his place.

    1. Ask whoever sold him the machine. Hopefully he asked when he bought it, to secure that link. If it's Italy, then I can see how it may be hard to get support there. Europe is an assembly of countries that mostly don't speak the same language. You think it's hard supporting product here, I've heard it's much harder there. We have to speak lots of languages.
    2. I had PM'ed Core the email for PC-DMIS technical support in the US earlier today. He can use that for free if he's under contract, or for a fee if he's not.
    3. The forum, of course, for guys who are out in the sticks (I'm not picking on him, we have people in the sticks here in the US too)

    Ironhoe, I hope you really weren't laughed at, that wasn't nice of them.

    Core's problem is much more elementary than that. He works on a machine that he cant get any support for. He's in Slovenia. The closest "support" is a DEA guy in Italy and it takes DAYS to get help. I have made several inquiries on his behalf for a decent contact and have been laughed at. Maybe you are the guy to ask? Brian who can Core call for help?
  • wow.............out in left field I guess...........

    On a positive note...
    I get great tech support from the Nashville office when needed.
    Sales Rep keeps tabs on us up here.
    One of these fellers on here have always helped and I've learned a boat load from just lurkin' around.

    thanks!
  • I found this link on the hexagonmetrology.com site. Is this your representative (second entry down, Intermer)? Have you called them? http://www.hexagonmetrology.com/contacts_87.htm?country=hr&product=LSCAN&brand=&roles=

    My recommendations, in order of how I think of them if I were in his place.

    1. Ask whoever sold him the machine. Hopefully he asked when he bought it, to secure that link. If it's Italy, then I can see how it may be hard to get support there. Europe is an assembly of countries that mostly don't speak the same language. You think it's hard supporting product here, I've heard it's much harder there. We have to speak lots of languages.
    2. I had PM'ed Core the email for PC-DMIS technical support in the US earlier today. He can use that for free if he's under contract, or for a fee if he's not.
    3. The forum, of course, for guys who are out in the sticks (I'm not picking on him, we have people in the sticks here in the US too)

    Ironhoe, I hope you really weren't laughed at, that wasn't nice of them.

    I was laughed at, but thats cool, im not worried about nice. Im not here to make friends or get laid. Besides, i usually find a way to get people like that back in ways that take the smile right off their face. Im not really nice either, but I like me. Hopefully Core can get taken care of, as for your sales channel suggestion. I dunno if you are exactly aware sir, being in applications, but sales people aren't always good examples of integrity, just sayin.

    I appreciate the geography lesson, Europe sounds scary. Like I imagine the South... It just seems so far away that it cant really be real. I wonder how Hexagon found a way to sell a machine there but has a heck of a time supporting it? Maybe the flux capacitor or warp engines broke on the craft when it crashed there?
  • I was laughed at, but thats cool, im not worried about nice. Im not here to make friends or get laid. Besides, i usually find a way to get people like that back in ways that take the smile right off their face. Im not really nice either, but I like me. Hopefully Core can get taken care of, as for your sales channel suggestion. I dunno if you are exactly aware sir, being in applications, but sales people aren't always good examples of integrity, just sayin.

    I appreciate the geography lesson, Europe sounds scary. Like I imagine the South... It just seems so far away that it cant really be real. I wonder how Hexagon found a way to sell a machine there but has a heck of a time supporting it? Maybe the flux capacitor or warp engines broke on the craft when it crashed there?

    and I don't think its hard to support a product here. i support my customers just fine, and lots of them use the demon. Granted its not 50,000 but then its just me, not vast armies of factory AE's. I mean I assume you have armies of AE's? Don't you?
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