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Up Topic Welding Industry / General Welding Discussion / Lincoln Customer Service Experiences?
- - By rangerod (**) Date 08-13-2003 15:23
Just wanted to throw out a question to all you people. I'd like to know if your dealings with Lincoln customer service have been positive or negative. I have had a 50/50 dealing with the company. For some reason they don't seem to reply back to e-mail but were as helpful as they could be on the phone. I like some feedback maybe I am approching them the wrong way. Any help would be appreciated, Thanks in advance.
Parent - - By TimGary (****) Date 08-13-2003 17:30
I haven't tried to call or e-mail Lincoln, but I have had their reps come out to my shop on 3 separate occasions, after being consulted by my welding supplies sales rep.
In each case they were very helpful and even flew in a sub-arc specialist who helped me figure procedure parameters for my automatic sub-arc beam welder, free of charge.
They even gave me a new copy of "The Procedure Handbook of Arc Welding".
Needless to say, they earned my respect.
Tim
Parent - By jwright650 (*****) Date 08-13-2003 17:38
I have tried to email and I received no responce but like Tim the reps have helped greatly.
John Wright
Parent - - By rangerod (**) Date 08-13-2003 17:44
Tim

Not to be nosey but it sounds like your operation is pretty good sized & can understand the attention you received (I might be reading into your post). At this time I am just a one man operation & usually am just in the need for e-mail or phone tech services. Thats good to hear you were attended to expiditiously & free of charge at that. For my operation I do not expect someone to come to me just a good fast contact method, thanks for the reply : )
Parent - By jwright650 (*****) Date 08-13-2003 18:24
rangerod,
It might not hurt to try and talk to your welding supplies shop that you frequent. They should get you the help that you need and if they can't help then they should call in the factory reps to help them figure out your problem. At least I think that is how it should work, it shouldn't matter if you are a small company that buys 10#'s of rod a month or one that buys several pallets of rod and wire a week. Give them a chance and see where that leads.
I too would like to email, but I also understand how many customers Lincoln has world wide and possibly their email department would get overloaded to where they can't respond to every email and give it the attention that it needs.
I'm not trying to take up for Lincoln, but think your local Lincoln welding supply house should be your first stop, to try and get the help you need.
I am sympathetic to your position and hope you can get some service.
John Wright
Parent - - By kam (**) Date 08-13-2003 20:03
I work in a pretty good sized company and have had very good support from both Lincoln and Miller. However, i do have just one complaint. One night while I was working 3rd shift we started having troubles with one of our power supplies. Really would have been nice to have a 24 hour tech support line to call for assistance. Cant believe companies the size of both do not offer this service. Hell, my internet provider, who only employees about 12 people, has a 24 hour tech support line. Bottom line....service stops at 5pm central time. Pretty damn lame if you ask me!!!!!

kam
Parent - - By JTMcC (***) Date 08-13-2003 22:06
Lincoln would rather you call, that way they can hold an actual conversation, ask you pertinent questions, and come to an answer a lot faster than shooting questions and answers back and forth via e-mail. At least that's what they told me.
I've had good service from them, they understand how important our machines are to us. I've also ordered parts for a machine that had been out of warrantee for a couple of months and they sent the part free of charge.

JTMcC.
Parent - By CHEVYTOWN13 (**) Date 08-14-2003 00:43
Hey fellas. I just asked about the ultra shade I bought via email and got back a response.

------------------------

The 10/11 control adjusts the shield darkness. A number 11 shade is
darker than a number 10 shade. Some FCAW wires are so bright that they
require a number 12 or darker shade, so this helmet may not be dark enough
for some of the FCAW wires when they are used at high currents.

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The Lincoln Electric Company

Parent - - By brande (***) Date 08-14-2003 06:42
If you want that kind of service, most likely you won't find it from Lincoln, Miller, ESAB, etc. I am not picking any brand in particular, although Lincoln's support has gotten much better in recent years.

If you want to have someone to call, at any hour-look into your independent service shop technicians. They may or may not (in the case of myself) be attached to a certain distributor, manufacturer, etc. Many operate on their own, exclusively. (like me).

In any case, support these guys. They are close and can often solve many of your problems, even in the middle of the night.

If you want their odd hours service, though, support them regularly. If they never heard from you before, it is unlikely they will be available at 3 am.
Perhaps a pre-need meeting will help out greatly. Call them-they do want to work with you!!

I am an independent service guy for welding and machining equipment.
I take care of those who are taking care of me. This is only natural.
If you want me out at 3 am, we better have a history-or my rate goes up greatly.

In my area, there only a few of us left (independant service techs). At least two that I know of are about to throw in the towel.
Keep in mind that the independent also knows how to fix a 25 yr old machine. This is becoming a rarity as manufacturers are obsoleting all the good machines from the past and their parts. The good independant also knows how to keep costs down by using generic or electrical industry standard parts.

These guys can be invaluable in keeping your welding operation on line and moving.

Don't let us go the way of steam engine. If the current trend continues, welding machine repair from anyone will not be an option in a few years!!!-You will have to buy new. Period.

The welder manufacturers would really like this!!

Let me know what you think

Good Luck
brad

Parent - - By JTMcC (***) Date 08-14-2003 14:36
OK, here is what I think.
That sounded like an advertisement by a semi desperate man.
I have been in business for about 11 years now, and if I started telling customers or potential customers that they had better get to know me before calling at odd hours or my rates will go up "greatly", then I probably would lose quite a bit of work, in fact I would expect to lose every account that I spoke to like that.
As far as "taking care of those who are taking care of me", I take care of those that pay! One time job or constant customer, they ask for and pay for code quality welding, and they all get it reguardless of personal relationship with me.
You did ask you know.

regards,
JTMcC.
Parent - By brande (***) Date 08-15-2003 07:12
jtmcc-

Believe me, the very last thing I am is desperate. I have enough work to fill 80 hrs a week or more. Turn more away than I take.
The point, obviously missed, is that I can choose my work, when and as much, as I like.

I have been very fortunate in this regard.

I hope you can get to this point, and I am sure you will, whenever you decide to run your business yourself, instead of letting your customers run your business!!

Anyway, keep in touch with us.

We like to know how all on this group is doing.

Good Luck

brande
Parent - - By ssbn727 (*****) Date 08-14-2003 21:09
Hello Again brande!!!

Man!!! some people just do'nt get it do they???

I support what you said because, your end of the business is alot different than the fabricator!!! Some people might think that I'm trying to stick up for you well, that's not my intention in this reply because, you can do that without my help!!!

I too did alot of repairs working for an independent distributor years ago in the Greater New York Metro area, and I agree that you take care of the ones, meaning the customers that take care of you!!! Or else the rates go up!!! Especially to someone that you do'nt have a clue about, and usually will end up being a one time customer anyway!!!
Oh yeah, once in a while you get a customer that will come back to you for future work, and usually that's because, they really appreciated the work you did for them the first time around, especially at an odd hour of the day, and they'll also know beforehand that the rates will be more accomodating to them at normal working hours...

Does'nt everybody charge extra for overtime that's in business for themselves???
Well, I just wanted to get my two cents in but, I wo'nt charge anyone extra for that...

Respectfully,

SSBN727 Run Silent... Run Deep!!!

Btw, brande, if you ever get too busy, please let me know because, I still know how to work inside those "oldie but goodie" welding and cutting machines!!! Besides, I'm close by to you so, do'nt forget about me!!! This was my real intention!!!

Parent - - By brande (***) Date 08-15-2003 07:01
ssbn-
Thanks much for continued support. You have been a friend of common sense ever since I saw your first post.

jtmcc is most likely in the fab business ( a whore's business, at the least! ) and possibly very early in his career.
If he is a thinking man, he may agree with us at some point, some day....

I could be wrong here, and have often been wrong before, but...

One day, if he wants to make a REAL living, he will find that the answer to "jump" is not "how high". I can give 20 yr exp. of why this is true.

Everyone is in a different situation, though. Many have start up costs, loans, employees (although I don't know why!), maybe even a spouse that considers shopping a religion or higher calling. These guys have MORE reason to jump.

I will not jump, but at this point, I do not need to! All is paid off, and I work where and when I want. I'm a bit luckier than most here.

All my posts on this site consider me and my particular situation. In addition to fixing welding machines, electricals, electro-mechanicals, and many millwright / and welding related services, I do a lot of precision tig welding work for a number of local R&D, specialty, tool & die, etc, including titanium, invar, kovar, inconel, hastelloy and the like.

Easy to do if you follow the recipe!!

I am on the downhill slide of my career. (47 yr old-started 1973).
I will semi retire in the next few. Full retire in 10 yr. (I hope!!- I really hope!!)

Not everyone is as fortunate as I have been at this point.

But this is no reason to be a "punching bag" for the less morally inclined clients. I will not be a "punching bag". Never have, never will.

Anyway, you do what you do, at a price that is acceptable to YOU. Look at a job and figure what this job is worth to YOU. You may well be cheaper, or even more expensive than a competitors.
Win a few, lose a few.

Remember, you are here to make money, nothing more, nothing less.

You can't let others run your business for you. Meeting your client's price, with no negotiation, is much like them running your business.

This is a short trip to disaster. You know your costs, overhead, burden, responsibilitys and so on. Your quoted cost may be higher than someone else-stick to your guns. Your competition may have easily forgot something!!

Remember, too that a few in this busines may lie from time to time!!! (hard to believe, isn't it!!).

If you are very good in what you do, do not be afraid to charge for this.
A lot of time and effort has been spent learning your trade. Selling it cheap, cheapens us all.

One way to check how you are doing is... If you get absolutely EVERYTHING you quote-you are too cheap, too good, or a combination of both. Don't be afraid to charge for your efforts!

Anyway, ssbn, we have got to hook up at some point. There very well may be a lot of things we can do together. If you find time-I'll meet you for lunch-I'll buy!- or the like. Let me know-would really enjoy a face to face. Email me directly for this.

Hope all this helps,

Good Luck

brad
Parent - - By JTMcC (***) Date 08-15-2003 15:17
Hi Brad,

It seems as though you have taken offense at my short comment, this was not my intent. I don't presume to know quite as much about you from a few sentences posted here as you have assumed about me. Let me try to explain myself better:

I am glad you are so busy you are turning away more work than you're doing, I did'nt get that impression from the comments, "In my area, there only a few of us left" and "Don't let us go the way of steam engine".

"a pre need meeting will help out greatly". Perhaps you're right, but I don't have time to hold "pre need meetings", when a welding machine goes down for us, we go get it fixed. I've never had any trouble doing it this way.

"We better have a history-or my rate goes up greatly". My rates are my rates and I don't adjust them according to history or relationship with the customer. Your rates are yours to do with as you please.

As I said in my first post, One time customer or old account, we do our best work, in a timely manner. It seems to be working for us. If a different approach is working well for you, that's good.

You made many assumptions from my post that I don't think you really have enough information to make:

You hope that I can get to the level of success you have achieved.

Some day I may make a REAL living.

I am most likely in the fab business. (followed by a rather vulgar comment towards those that are).

That others are running my business.

That my spouse might be a problem shopper (?)!

That I'm a punching bag.

And that I need a lesson in your philosophy of running a business.

That "thinking man" you refered to probably wouldn't jump to quite so many conclusions, without info to back those conclusions,as you have. I will chalk it up to the fact that I think you took my reply as a personal insult which I've already said it was not.

For what it's worth, we are a little field welding service. The majority of our work is transmittion pipeline, distribution pipeline, process piping, some piling and a little (sometimes a lot) of misc. thrown in here and there.

regards,
JTMcC.


Parent - By CHGuilford (****) Date 08-15-2003 16:22
Brande and JTMcC,

We all have said things in ways that were misunderstood. I want to thank both of you for handling your opinions in a civil manner. That's what make this forum worth participating in.

Chet Guilford
Parent - By brande (***) Date 08-16-2003 05:06
jtmcc

I meant no disrespect to you or your company.

I can only comment on what works for me, in my location, and my particular circumstance. These are the essential variables.

As far as the supposed vulgar comment, I apopogize if taken the wrong way. The fabrication business in this region can be dicey at best, lately.

Most often the job goes to whoever is willing to lose the most money on a particular job. (the poor metalworking economy in this area forces this!)

This is why I concentrate the fab part of my business to the high end materials / jobs and R&D, where you can still get a decent buck.

We always do our best work, regardless of client.It's either right or it ain't.

We are careful, however.
Many local companies try to "use" us at odd times or jobs.
I insist that if they want us to handle the crap, they must give us some of the "gravy" as well.

As far as the supposed assumptions, they were only that. I don't know you personally, your business personally and the economics of your particular region. All of this may well be very different than those of mine and I am sure they are.

We are all trying to find that magical combination that works.

I did not take particular offense to your post. I only found it as an opportunity to voice what works for me, here.

You are a regular here, and as such, I very much respect your experience and point of view.

I sincerely hope we didn't get off on the wrong foot here. I know I can be a bit short at times.

I look forward to your continued posts.

Keep in touch-I look forward to hearing from you!!

Good Luck

brande
Up Topic Welding Industry / General Welding Discussion / Lincoln Customer Service Experiences?

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