First time I called today at 2pm I waited on hold for 24 minutes for the next customer service tech to take me call. Couldn't wait any longer hung up. Called again at 3:10 waited for 18 minutes, another call came through that I had to take. Called the final time at 3:45 and I'm still on waiting on hold. That's almost 45 minutes waiting on hold if you were wondering.
Are they closed today and they forgot to tell everyone or what?
Must be awful busy I'd guess. Steve
Did you tell them the second time you called that you had a long wait ?
Maybe something is wrong.
Sometimes they do get busy on Fridays. I've never had to wait over 3 or 4 minutes.
Do you realize how many more customers there are vs. customer Techs? A lot. :)
I'm familiar with hearing the option to have them give you a phone call back, when I've been on hold more than a few minutes.
I know every joke that the comedian tells. ;D When you have a problem and you need there help you have to be patience as they will be on there as soon as they can. I know that I am guilty of keeping a tech on the phone for 30- 45 min. myself so I understand that I might have to wait for my turn. ;)
Quote from: buzzegray on January 04, 2013, 06:09:27 PM
Did you tell them the second time you called that you had a long wait ?
Maybe something is wrong.
I didn't get a hold of them the second time I called. I had another call beep in that I had to take. I hung up on woodmizer after 18 minutes on hold.
The tech usually picks up just as I am getting into the comedian they have playing, I ask the tech if I can put him on hold for a minute so I can hear the punchline :D It is frustrating being on hold for that long, though. They must've been busy, that long of a wait isn't typical though. And, like Jake says, they don't rush you off the line when you get through. You were probably waiting while Jake was yackin' their ear off ;D
Quote from: terrifictimbersllc on January 04, 2013, 06:46:17 PM
I'm familiar with hearing the option to have them give you a phone call back, when I've been on hold more than a few minutes.
No option of leaving a message to have them call back. Only the same mind numbing song over and over and over and over and over and over again............
Last time I to call WM customer service, which was a couple years ago, I got an indian guy in a call center who couldn't tell me much.
But when I need blades it's better :)
this has happended a time or two, the comedian is funny, but eating up my minutes is not. I have not had this long of a wait ever, I will go just under 5 min hang up and do some busy work then call back. It would be nice if there was an option for leaving a call back number. I do try to be ready with the volt meter and panels off if I think we will get into the trouble shooting mode before I call. I also double check the battery connections, just all the connections before calling, I have found that many calls can be avoided if this is done first. However it has taken a few years to get to this point. New owners might have a learning curve to battle through. david
Quote from: barbender on January 04, 2013, 07:12:41 PM
The tech usually picks up just as I am getting into the comedian they have playing, I ask the tech if I can put him on hold for a minute so I can hear the punchline :D It is frustrating being on hold for that long, though. They must've been busy, that long of a wait isn't typical though. And, like Jake says, they don't rush you off the line when you get through. You were probably waiting while Jake was yackin' their ear off ;D
No comedian either. Just an elevator song playing over and over. Anyway, I finally got sent through to a parts person after being on hold for 52 minutes. They were about to close. He apologized for the extremely long wait period and tried to help (I was on hold for electrical help). He told me they were busy today and several people left early.
Anyway, here is my problem (the parts guy tried to help but it wasn't the problem). I have an LT40 Hyd with simple set. My power feed switch stopped working and when you engage the drum switch, it will travel full speed forward regardless of where the potentiometer is set. The reverse work fine. The parts guy had me send my head all the way to the end of the rail and keep the drum switch activated forward and look to see what lights were lighting up on the back board inside the control panel. The "Power" light and the "Out" light was on. The "In" light was on but very weak and flickering. The "OV" and "OL" light were not on. He told me to turn the feed pot up and down to see if the lights got brighter and they didn't. He said the potentiometer was bad and to replace it.
I took it out and went to radioshack and bought a new one. Installed it and it still does the same thing. What now?
I think Woodmizer has service until noon on Saturday. Probably need to get to Sparks or another electric guy.
Quote from: CalebL on January 04, 2013, 07:25:16 PM
Quote from: barbender on January 04, 2013, 07:12:41 PM
The tech usually picks up just as I am getting into the comedian they have playing, I ask the tech if I can put him on hold for a minute so I can hear the punchline :D It is frustrating being on hold for that long, though. They must've been busy, that long of a wait isn't typical though. And, like Jake says, they don't rush you off the line when you get through. You were probably waiting while Jake was yackin' their ear off ;D
No comedian either. Just an elevator song playing over and over. Anyway, I finally got sent through to a parts person after being on hold for 52 minutes. They were about to close. He apologized for the extremely long wait period and tried to help (I was on hold for electrical help). He told me they were busy today and several people left early.
Anyway, here is my problem (the parts guy tried to help but it wasn't the problem). I have an LT40 Hyd with simple set. My power feed switch stopped working and when you engage the drum switch, it will travel full speed forward regardless of where the potentiometer is set. The reverse work fine. The parts guy had me send my head all the way to the end of the rail and keep the drum switch activated forward and look to see what lights were lighting up on the back board inside the control panel. The "Power" light and the "Out" light was on. The "In" light was on but very weak and flickering. The "OV" and "OL" light were not on. He told me to turn the feed pot up and down to see if the lights got brighter and they didn't. He said the potentiometer was bad and to replace it.
I took it out and went to radioshack and bought a new one. Installed it and it still does the same thing. What now?
800-553-0182. Get their electrical technical support on the phone and work with them to diagnose it. If you cant get through then get the operator and leave a message there for an electrical support tech to call you back. Up to only recently this was an option when on hold for a while. They have recently installed a new telephone system and there have been some glitches. I have probably called them at least once a month (or so) for some reason or another, for the last 5 years. The experiences described above are mostly foreign to me. Sometimes I do have to wait a bit, but I have used this time to to open up things up, get out the meter, check a few ideas of my own, etc. p.s. yes, you have to get them before noon on Saturday, call first thing in the morning. good luck. p.s.s. it helps to have a 12V test light, if you don't have one, get one. This lets you visually see voltage changes at the mill head (light gets brighter) when turning the potentiometer up.
Try them back in the morning. I would not be to confident that the Radio Shack part is up to par with the rigors of sawmilling.
Quote from: terrifictimbersllc on January 04, 2013, 07:36:36 PM
800-553-0182. Get their electrical technical support on the phone and work with them to diagnose it. If you cant get through then get the operator and leave a message there for an electrical support tech to call you back. Up to only recently this was an option when on hold for a while. They have recently installed a new telephone system and there have been some glitches. I have probably called them at least once a month (or so) for some reason or another, for the last 5 years. The experiences described above are mostly foreign to me. Sometimes I do have to wait a bit, but I have used this time to to open up things up, get out the meter, check a few ideas of my own, etc. p.s. yes, you have to get them before noon on Saturday, call first thing in the morning. good luck
I will. Thanks for that number. I was calling 1-800-525-8100. I have called them several times before and never been on hold for more than 5 minutes. This was bizarre.
The really weird part was I was sawing, stopped for about an hour to take a break and go back to sawing and the power feed does this. I hate gremlins.
Not sure if you have a remote mill or not. Anyway here's an idea. If you can physically poke around at the wires in the box where the circuit board is, and make something different happen, you might be able to pick up on a loose connection or something like that. Since your problem is that the head goes forward at full speed, then you cant engage the forward switch while doing your poking. However you could possibly disconnect the wires to the feed motor and measure their voltage (with a meter or test light), while you explore for a loose connection with the feed switch in the forward position. Just an idea.
Caleb, you probably have a bad H bridge, normal mode of failure is to short, which puts full forward voltage to the feed motor. That pot that you changed is the input to the H bridge. Unless you are an electronics type, the fix is to replace the circuit board. Electronic stuff usually fails when first powered on.. Had the same thing happen to my 95 LT40.. Must be something going on, I've never had to wait more than a few minutes...
Quote from: pineywoods on January 04, 2013, 08:24:23 PM
Caleb, you probably have a bad H bridge, normal mode of failure is to short, which puts full forward voltage to the feed motor. That pot that you changed is the input to the H bridge. Unless you are an electronics type, the fix is to replace the circuit board. Electronic stuff usually fails when first powered on.. Had the same thing happen to my 95 LT40.. Must be something going on, I've never had to wait more than a few minutes...
How much for a new board?
Quote from: CalebL on January 04, 2013, 08:32:42 PM
Quote from: pineywoods on January 04, 2013, 08:24:23 PM
Caleb, you probably have a bad H bridge, normal mode of failure is to short, which puts full forward voltage to the feed motor. That pot that you changed is the input to the H bridge. Unless you are an electronics type, the fix is to replace the circuit board. Electronic stuff usually fails when first powered on.. Had the same thing happen to my 95 LT40.. Must be something going on, I've never had to wait more than a few minutes...
How much for a new board?
You can log into the owners section of their web page and look up the part number and price.
Quote from: DR_Buck on January 04, 2013, 08:50:33 PM
You can log into the owners section of their web page and look up the part number and price.
I did that but can't find the part I need unless its the whole Panel Assy, Power Feed Control Kit 97+ part number 024458 for $353.50. Please don't let it be that......ugh.
I talked with electrical support today, and I can assure you that they were busy. I talked with the "operator" twice and finally left my number and Boyd called me back. I guess that is the first time that I have ever talked with him.
My problem is with the PCB2 circuit board in the control panel causing my temperature lamp to constantly glow dimly. The shipping notice says that it will be here on the 8th. I finished a job last week with the problem, plus I can still saw.
I had looked the part# up and could have ordered it myself online, but I wanted to verify with someone that my thinking was correct.
I had a similar problem a few months ago: https://forestryforum.com/board/index.php/topic,60110.msg881101.html#msg881101
good luck in fixing your problem
Quote from: Dan_Shade on January 04, 2013, 09:13:09 PM
I had a similar problem a few months ago: https://forestryforum.com/board/index.php/topic,60110.msg881101.html#msg881101
good luck in fixing your problem
So your problem was the potentiometer? If so, did you order a new one from Woodmizer or find locally?
In Reply #16, Dan said that the problem was the controller. I do not believe that he was referring to the potentiometer. I am sure that we will get a clarification from Dan.
Boyd and I have spoken often in the past, a very good resorce, very personable as well, and although I can't remember the Indian accented fellows name, very helpful as well when in his purview, down time is just a frustrating thing, and then there is the bill, got to love it though when the dust gets to flying,
Quote from: Magicman on January 04, 2013, 09:30:42 PM
In Reply #16, Dan said that the problem was the controller. I do not believe that he was referring to the potentiometer. I am sure that we will get a clarification from Dan.
Woodmizer calls the potentiometer the "Feed Rate Control". That's why I thought (and PRAYING) he was referring to that.
i Had to order the controller, not the pot. it was P/N 024396-1 (I think)
Quote from: Dan_Shade on January 04, 2013, 09:55:29 PM
i Had to order the controller, not the pot. it was P/N 024396-1 (I think)
I can live with that. It's a lot better than the $350 I am hoping it isn't.
Out of curiosity, how many hours on your mill. I have just under 650 on mine.
I have about 750 on mine or so...
For late day calls, remember there are also shopson the west coast. Give you a couple more hours to talk to someone live. Indy isn't the only number available.
Sorry about the other day Caleb. I forwarded your PM to Customer Service. They are on the phones until noon today. If you have some time, try calling again or just emailing customerservice@woodmizer.com. I know they've been swamped with the phones and with mills coming in to get worked on as well.
Oh, and just a general note, we don't use any call centers, and the American-citizen someone spoke to is not from India.
Hey Mooney, I did not mean to say anything like you guys had a call center, just that the gentleman had a foreign accent, and apologize for not remembering his name. He has always been very helpful to me, and I enjoy our conversations whenever they come around as do I with all the support staff. sincerely david,
Quote from: Mooney on January 05, 2013, 09:17:34 AM
Sorry about the other day Caleb. I forwarded your PM to Customer Service. They are on the phones until noon today. If you have some time, try calling again or just emailing customerservice@woodmizer.com. I know they've been swamped with the phones and with mills coming in to get worked on as well.
Oh, and just a general note, we don't use any call centers, and the American-citizen someone spoke to is not from India.
And all this time Jake, I thought you were in Thailand. ;D
One time I had to call for customer service, don't remember who now. My hearing isn't what it used to be. I swore that person was from India...after a bit of unsuccessfully trying to understand him..I flat asked if that is where he was from. There was a bit of a pause. I don't remember the state, but I think he said Kentucky. That was not one of my finer moments.
:D The guy with the accent has "gotten me" a few times, :) and I'll bet he enjoyed my redneck English. I always found him to be very knowledgeable as well as patient. He has always walked me exactly to the defective part.
I never need to be reminded to thank them for being there for me. Sure, it's "just their job", but they do not act like it.
I got a call from the supervisor at Woodmizer at 7:01 am this morning. Sorry, I forgot his name and I was just waking up. He apologized for the wait times and wanted a run down of what happened so he could make sure this didn't happen again. He said they have been having problems with a new phone system but nothing this bad. He assured me he work to correct the problem. I could tell he was genuinely concerned.
He also said he would have one of the electrical guys call me right away. About 5 minutes later, Mike in electrical called. He walked me through diagnosing the problem and said it was probably the circuit board. Long story short, I have a new circuit board coming. Thanks for all the help.
Calebl...I'm glad it worked out. Sometimes things happen no one can control. I've been there in your shoes.
I'm sure Wood-Mizer appreciates your patience. smiley_thumbsup
Another happy ending. Well, maybe it will be.
If I were to guess, the gentlemans' name is Jim Brown, one of the finest support team members I have ever been in contact with, WMZ will work through any problems as soon as they know there is an issue. David
Wasn't Jim brown the ex football player who was also in the dirty dozen? :snowball:
Got the board today and installed it. Happy to say everything is working like it should. Now have to get caught up.
Yep.....now the fun starts. Let the sawdust fly! 8)
I've talked to Jim Brown before, and I definitely wouldn't have confused him with anyone from an Indian call center. :)
Caleb, WM probably walked you through this, but make sure there is nothing causing a drag and increased load on your carriage- frozen roller bearings, sawdust buildup on guide rail, those sorts of things. I had to replace a board this spring, I don't want to do that again :(