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Wizard support fee

Hazany

CGF II, Certified Grumble Framer Level 2
All day we have been struggling to make our Wizard 8000 work to no avail. The computer had to be rebooted with the original discs (took hours) and now it is asking for a "product code" for the Mat Designer 6.1.
Wizard has decided to charge $150 per phone call or we can buy a service plan starting at $75 per month.
I called to ask about the product code but any info will cost money now.
I can't deal with this. Anybody else in the same boat?

Thank you for your help.
Bruce Hazany
 
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alacrity8

MGF, Master Grumble Framer
Bruce,

That is the first I've heard of this change.
I know that we did pay a fee, a few years ago, to set up an account on our used Wizard 8000.
That was a one time fee.
If their policy has changed, many people will not be happy.
 

Hazany

CGF II, Certified Grumble Framer Level 2
Their policy has changed.
Has anyone else had to reboot their software? It looks like the computer comes with Mat Designer loaded on it. We had an error message this morning we couldn't resolve. We decided to start from scratch and upload all the discs. We didn't know that without this product code we can't proceed and cut mats.
I am very unhappy.
 

MATTHEW HALE

CGF II, Certified Grumble Framer Level 2
We lease our 9000; support has always been included in our lease, and usually pretty hassle free.
 

wpfay

Angry Badger
As far as I know tech support at Wizard has always been pay to play if you don't have a service contract or the machine is a lease.
I buy an annual service contract that runs $100/month that covers everything except parts that wear out from normal use (hose clamps, blades and holders, etc.). This comes in very handy when there is a part failure. The piece is replaced via second day air and they walk you through installation. I have had to replace the head 4 times and the gantry once. those are all incredibly expensive replacement parts.

For a bit more you can have a tech come to your shop and spend up to 4 hours tuning up your machine. If they get done in less time, they will teach you whatever else you want to know in the remaining time.

I don't know why this comes as such a surprise. The other CMC manufacturers have been charging for their support from the onset, and from what I hear, it's not nearly as good as Wizards.

Perhaps if you were to email Wizard and explain the situation they would email you the install code. It's worth a try.
 

Joe B

SGF, Supreme Grumble Framer
I buy an annual service contract that runs $100/month that covers everything except parts that wear out from normal use (hose clamps, blades and holders, etc.). This comes in very handy when there is a part failure. The piece is replaced via second day air and they walk you through installation. I have had to replace the head 4 times and the gantry once. those are all incredibly expensive replacement parts.
Wally, I'm not meaning to be disrespectful but replacing the head 4 time and the gantry once, all I have to say is I'm really glad I bought a Valiani, I haven't had to replace head, gantry, or anything else and my machine gets lots of work. I would say that Valiani's tech support has to be at least as good as Wizards so I believe that you have heard wrong. I do pay for the annual service plan which I am happy to do though I don't have to use them often and when I do it generally is asking simple questions because Valiani's User's Guide is not the best.
 

snafu

MGF, Master Grumble Framer
As far as I know tech support at Wizard has always been pay to play if you don't have a service contract or the machine is a lease.
I understand a fee for tech support but NOT for activating the software. That's bull sh*t
 

MitchelC

MGF, Master Grumble Framer
A customer of mine who is a lawyer is looking over the matter. I told him when I purchased my Wizard CMC there was NO charge for phone calls.... which is why I decided to buy a Wizard CMC. Now, all of a sudden, they want to stab me in the back! My lawyer's "opinion" on the situation is in my favor. Talk to a lawyer!
 

Rick Granick

SPFG, Supreme Picture Framing God
Perhaps those who purchased a machine when the support calls were free should be "grandfathered" into that policy.
I would certainly favor that.
:cool: Rick
 

shayla

WOW Framer
Bruce, did you buy it from Wizard, or used from another source? Also wondering if you've had it for a long time, or just purchased.
 

bobtnailer

CGF, Certified Grumble Framer
Yikes!

I bought a used Wizard 8000 a few years ago. The computer that came with the cutter was in horrible shape, so I bought a new PC. I called tech support, and they spent a good bit of time over the next week walking me through the software and hardware. There were a few consumable parts that had to be replaced from the start, and the tech (I think it was Mo) took care of the whole thing for me.

I've had to call them a couple of times since then for help with software features, and they've been incredibly helpful.

They never asked for money when I called...maybe they knew I was broke. <shrug>
 
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