I received my new Pro XXL last Wednesday and have been working on assembly, slowly. Everything has gone well. The only real issue I’ve had is that none of the servo motor pulleys were installed with the set screw on the flat on the shaft. This was also the case with the x-axis motor. When I removed the screws on that one to remove the pulley, I found that the motor was stuck, won’t turn at all. I emailed customer support Sunday afternoon and was surprised to get a reply a short time later. Wasn’t expecting anything until today. Once I explained the situation, I expected the agent to tell me he would get another motor out to me. But, he wants me to complete the assembly with stuck motor and try to power it up to see if it will run. I replied that it didn’t seem like a good idea to try to power up a seized motor, that it could create a very high amp draw and damage the controller. That was this morning. A few hours went by with no reply. I emailed again to inquire as to what was going on and, still no reply. Crickets. I’ve read nothing but good things about Carbide’s great customer service, but now am getting concerned. What should be my next move? Thanks.
I’d check the mail tomorrow and almost bet you will be surprised.
Phil
Not sure where you are or where support are but if you are east coast and they ware west cost or visa versa then the time difference can make a difference
One thing I can stipulate Is Carbide will take care of the issue 100%
If they tell you to build the machine then do it, move forward as they ask and if you have issues with current draw they will stand by their product and do you right
An update. It took longer than I would have liked. But C3D support did come through. Thanks to Fleming in support and Malik in sales for taking care of me. Now, if I can just find time to finish setting it up. Thanks guys.
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.