MESA Distributors
Fort Worth,#2UPDATE Employee
Wed, February 13, 2013
I am compelled to respond to the posting by Sandy in Torrence, CA on Oct. 22, 2012 to clarify the facts.
We installed Sandys machine on December 7, 2011 at which time we spent 2 days training and running this machine on-site with her husband, Brian. The machine was operating fine at that time.
On Jan. 10th, they called with a problem and we sent a technician to their site on Jan. 16th to replace an encoder at no charge to them.
For the next 5 months, January 16th to June 27th, we received absolutely no calls or complaints from them. Yet Sandys posting states that this machine hasnt worked since February.
On June 27th Sandy called with a problem. Our technician determined that 2 of the dies on the machine were dulled. Curiously, dulled dies indicate extensive use. I personally asked Sandy to send them to us for sharpening. Instead, Sandy chose to have them sharpened by a friend of hers who owns a machine shop.
On July 10th Sandy called again to report a problem. After repeated phone support calls and an on-site service call, we determined that the problem was that the dies had been sharpened incorrectly (flat instead of beveled as they should be). We re-sharpened the dies correctly and sent a technician to install them. He tested the machine and it performed well again at absolutely no charge.
After this posting on RipOff Report, we sent our technician, at no charge, to fix any problems with the machine. Upon his arrival, he turned on the machine and ran 6 hours of production with zero errors. He did oil the machine, but made no adjustments or repairs, he just turned it on and started producing.
This machine is not defective, but it does require service and maintenance, as would any automated die-cutting spangle machine. We have dutifully provided support and sent technicians out to perform any necessary service at absolutely no charge to the customer.
We have been in business since 1992 and have over 10,000 satisfied customers, each and every one an important part of our business. We take great pride in the service we provide to our customers, and we hope the above details give a true example of our dedication to customer service and support.
Terry Davis
General Manager
MESA Distributors, Inc.