No Shaper Origin for me.

[chrisrosenb]

I have been looking at the Shaper Origin from the beginning. I just could not see how it could fit into my work.
I gained more interest as the workstation & and plate came out. The Gen2  & the improved software pushed me to order.
I had what I thought was a simple question before I ordered one & to also check out their customer response.

I messaged Shaper from their message system. I have not heard a thing from Shaper.
If they cannot take the time to answer a pre-purchase question, I do not have any faith that they will do any better after the sale.
   

 

[woodferret]

Bad time to message them... but understandable.  I over torqued bolts on my Workstation by user error not long ago, and they quickly just shipped me the replacement parts for free.  That was however during lull time without the current drama and scramble for exchanges.

 

[4nthony]

I had what I thought was a simple question before I ordered one & to also check out their customer response.   

What was the question?

 

[rmhinden]

I messaged Shaper from their message system. I have not heard a thing from Shaper.
If they cannot take the time to answer a pre-purchase question, I do not have any faith that they will do any better after the sale.
   

My two experiences with after purchase support was good.  They responded within a day.

Bob

 

[rmwarren]

Ditto on having good experience. My ~4 year old Spindle capped out last year, I reached out a question about it and they ended up sending me a replacement ~3 years after the warranty period.

And yes there is a bit of drama over there since the recent product announcements, they'll probably get back to you soon.

RMW

 

[peter halle]

If Shaper adheres any way to the TTS way of operating which is also the way Festool operates, then they are lean and green.  When something happens out of the norm - like a new product coming online - the employees step up and try to handle everything - but they are only human.

This is an opinion and observation of mine.  It is not a criticism.  Actually I admire companies that operate lean and green.  But I am also a realist and understand that just as I did over twenty years working by myself for myself, in times of unusual demand I disappointed some.

I am sure that they will respond as they work thru their backlog.

Peter

 

[Crazyraceguy]

Agreed. Although the timing is not in any way your fault, that is likely the issue. There are several things happening at once. The new version of Origin, Plate, and Studio launch pretty much all at one time.

 

[Rick Herrick]

I don't even have my system in hand yet but I have emailed support 3 times over last 3 days.  Each email was answered within 4-6 hours.  So far I am impressed.

 

[woodferret]

If Shaper adheres any way to the TTS way of operating which is also the way Festool operates, then they are lean and green. 

That's an understatement considering that everyone knows Blake ;P  It's just Blake there (kidding).

 

[mino]

Before anything, I would try to RE-POST your question.

It is very much feasible your specific question got lost on the system. Or the response to it was dropped by your email provider as spam. Yes, it does happen even with banks, not to mention companies like Festool.

If Shaper adheres any way to the TTS way of operating which is also the way Festool operates, then they are lean and green.  When something happens out of the norm - like a new product coming online - the employees step up and try to handle everything - but they are only human.
...

THIS.

I work in IT and have observed a couple "helpdesk moved" to cheaper (labour) countries. This was usually accompanied by staffing upgrades in the >2x order of manpower thrown at the problem. Usually, because "the old guard" was optimized-to-the-bone by then ... and the new managers sized their teams from scratch.

Observed results:
- much better response times /more manpower "on station", specially during peaks/, WAY better SLA and SLO numbers.
- much worse response quality => lots more tickets get passed to level 2 and higher support /as it should be "on paper"/

Funny result is, psychology says customers overwhelmingly prefer response times over response quality (aka resolution times). Go figure. Guess they just want to be talked to and the subject is not that important. Heh.

The sad reality of customer comms is, one can EITHER have very good response times /during peak periods/ OR have quality responses /during peak periods/. Cannot really have both. Not unless you are a huge company that has "something" happening all the time - so the load is spread out and your "peaks" are no real peaks then.

My 2 cents.

 

[WastedP]

Like others in this thread, my interactions with Shaper service were prompt and, more importantly, competent.  I had a spindle quit, they asked a lot of questions, cross-shipped a replacement under standard warranty, and still kept asking questions like they actually wanted to figure out why it failed.

There are lots of online resources, including this forum, to find out more about the product features and usage.  I was just happy that their service crew was able to take care of problems asap.