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 Tuesday, February 10, 2009
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Customer Support Is Very Rewarding

There's always a good feeling you get after reading an e-mail like this...

"It is a pleasure to write this e-mail. I wanted to express my gratitude for the support I've always received from all of my contacts with the people from SST Group. Mr. Dan Dotson keeps in frequent contact with me on any consumable items that I may need. He always finds time to call me at least weekly to provide updates on SST product updates or to offer encouragement as we navigate this difficult business cycle environment. Many thanks.

I would also like to tell you about the valuable support I receive from another of your highly qualified people. Kevin Most has probably been the biggest reason I have been successful with the investments I've made with Makino EDM's. Many, many numerous times I have clicked on his speed-dial on my cell phone over the last 2 to 3 yrs and have never not been able get in immediate contact with Kevin. I'm not talking about problems with my machines but rather application issues such as helping me by discussing the best way to burn select materials so I can quote a job, or complete a job or just enlighten me as to the capabilities of the SP43. I have one small customer that asks me to burn a shape in carbide that is actually a spline curve which often trips me up on the programming side and Kevin always finds a solution for me. Did you know that he helped me through one of these projects by exchanging e-mails while he was in Singapore last year? Yep, he found time between meetings, tours and training to get the info to me. Unbelievable. Ask him sometime how he worked me through a 4axis application for an exhaust nozzle on a jet engine that turned into a blanket order that lasted over a year and may repeat again this year.

Lately, I've been moving jobs from other wire edm's over to the Makinos to take advantage of using my 'HEAT' settings on quite thin but very rigid work pieces. I don't think 'Heat' is generally recommended for 1/4" or 3/8" thick work pieces however when the parts are in a rigid set-up and very poor flushing 'Heat' works very well.

I will not extend this email further with any more examples of how I've been supported. So let me conclude with this. Picture me in my shop, standing in front of the control on a SP43, cell phone up against my ear, saying "Kevin, how do I get it (the SP43) to do this" That says it all.

When I purchased my second Makino, I told Nick that I made my decision based on buying not just a good machine but also buying the Makino Team. I'm sure I'll feel the same when I'm ready for my third."

Sincerely,
Jack Lanphier Pres.
Lanko Industries, Inc.
Mentor, Ohio

Thanks for the e-mail Jack. It's a pleasure for all of us at Makino to serve our customers.
Accuracy | Consumables | Cycle Time Reduction | High Speed Burning | Surface Finish
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