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--- doku:lasercutter:historie [18.02.2017 18:43] – ↷ Page moved from projekte:laser:historie to doku:lasercutter:historie lucas
+++ doku:lasercutter:historie [24.03.2018 11:03] (aktuell) – gelöscht lucas
@@ Zeile 1: / Zeile 1: @@
-Timeline:
-.12.2012 Bestellung des Lasers
-.01.2013 Überweisung getätigt
-.01.2013 Bestätigung über "expedited shipping" weil ich auf der CTDO Webseite Werbung machen will
-.01.2013 Bestätigung Geldeingang
-.01.2013 "we ship out today"
-.01.2013 FedEx Tracking Nummer erhalten  794557099012
-.01.2013 Laser erhalten
-.01.2013 Netzteil geschrottet und Repariert
-.02.2013 Probleme: Laser Pausiert während des Laservorgangs, Problem dem Support geschildert
-.02.2013 Support verschickt Ersatz Display 794738434760
-.02.2013 Zustellung eines Ersatz-Displays (Support Vermutet Touch-Empfindlichkeitsprobleme)
-.02.2013 Wir stellen Masseprobleme fest. Dem Support geschildert.
-.02.2013 Support schreib Forumsbeitrag aber schweigt uns gegenüber http://www.fullspectrumengineering.com/forums/viewtopic.php?f=3&t=15485
-.07.2013 Laser feuert nicht mehr, mehrere Mails
-.07.2013 ich Zahle die 175USD via Google Wallet  (75USD Shipping und 100USD für das Netzteil)
-.07.2013 Netzteil wird versendet FedEx 796349870595
-.08.2013 Zustellung des ersten Ersatznetzeils
-.08.2013 also fünf Wochen später. Der Laser ist wieder kaputt.
-.09.2013 ich sende Netzteile und alle Elektronikteile in die USA DHL 054803632196
-.09.2013 Zustellung der Teile bei Full Spectrum Laser
-.09.2013 ich frage nach Status
-.09.2013 FSL will 100USD für Ersatznetzteil nicht erstatten
-.09.2013 FSL will Ersatznetzteil nicht Reparieren
-Hier der Mailverkehr zu den Netzteilproblemen:
------------------------
-Dear Full Spectrum Laser,
-our laser stopped working today. The motors are working, but the laser tube is not firing any more. (5th gen hobby)
-I did some quick measurements for you:
-On terminal IN there is a analog voltage related to the current set in the software:
-VV 100 = 1,60V    /     VV 150 = 2,54V
-terminal P and Ground are connected if the lid is closed (reed contact)
-The green LED in the power supply is on.
-the supply voltages of 24V and 5V are ok.
-terminal L green: paused = 4,2V / vectoring = 0,01V (100% power)
-XMOS Previous: 12/11/2012    XMOS Updated: 12/11/2012  Stellaris Previous: 5/14/2013  Stellaris Updated: 5/14/2013  Retina Engrave: 4.4.04  Device SN: 9325-3361-1  Card hours: 252.5
-We never use more then 80% of current because we read on the net, that the tube suffers otherwise. Is this correct?
-Do you need some more information? Please help us, the laser is not even half a year old.
-Would it help, if we do a phone call?
-----------------------
-Hi,
-Please load a vector job into RE and set the power to 100% and the speed to 5% and run the job. While the job is running please look at the lower right corner of the LCD screen. This should either have some numbers that are fluctuating or it will say "LOff". Please let me know what it says while the job is running.
-Thanks, Frankie
------------------------
-Hi Frankie,
-last line: "VV 180 D032 LOff"
-regards Lucas
-----------------------
-Hi Lucas,
-It seems like your power supply has stopped working. If you would like to send the power supply unit in I can run some tests and replace it under warranty. You would only have to pay for return shipping.  Please respond with how you would like to proceed.
-Thanks, Frankie
---------------------
-Hi Frankie,
-that are very bad news. I ask you kindly to send a replacement supply. The shipping from Germany to USA and back will be in no relation to the value of that power supply, nor? I have to remove and install it on my own anyhow, so i could do your measurements and report it back to you. (Oscilloscopes, func generators, etc, no problem)
-Not to mention the time for the whole process. I really need the unit to process my orders.
-What to you think?
-When you ship it, please don't declare the real customs value of the unit. The last time i got that replacement display, i had to pay 40€ customs/taxes :(
-best regards
-Lucas
--------------------
-Hi Lucas,
-Unfortunately I am unable to ship out the  power supply without receiving the other unit first. What I can do to  try and save you money on the shipping costs is instead of you shipping  your unit back in and waiting for me to test and replace I can sell you a  new unit discounted for $100 plus shipping. Then you wouldn't need to  ship your other unit it.  Please respond with how you would like to proceed.
-Thanks, Frankie
----------------------
-Hello Frankie,
-Thanks for the response. As mentioned earlier, I need to be able to get the laser back working asap. Therefore I ask you for the following procedure:
-    - I send the defect unit back to you
-    - You send a replacement unit back asap, before recieving the old unit in order to speed up the process
-As further defects on the laser get a bigger concern for us after the issues with the display unit and the power supply, I ask you in addition to disclose the product type / specs and manufacturer of the power supply. This will enable us to consider an additional source in case of trouble.
-From your side it will lower efforts from customer support side and make us as your customer more satisfied. Just to assure: We will not publish specs and price openly on the web or sell those power supplies to other groups!
-Thanks in advance for your cooporation, please give an update if the procedure mentioned above is acceptable.
-regards Lucas
----------------------
-Hi Lucas,
-Unfortunately we are unable to advance  replace the unit as we are short on supply. I can either wait for your  unit to get here at which point I would test it and replace it. You  would only have to pay for return shipping at that point. Or we can sell  you a discounted unit at $100 plus shipping at which point I can have  the unit sent out as soon as the invoice is paid and you wouldn't have  to ship your current unit back.
-Please respond with how you would like to proceed.
-Thanks, Frankie
----------------------
-Hi Frankie,
-i understand your preferred warranty handling. Why didn't you reply to my following statement:
-As further defects on the laser get a bigger concern for us after the issues with the display unit and the power supply, I ask you in addition to disclose the product type / specs and manufacturer of the power supply. This will enable us to consider an additional source in case of trouble.
-From your side it will lower efforts from customer support side and make us as your customer more satisfied.
-We would be able to repair the PSU on our own, if we have your assistance and more details. This would speed up the whole process and would not involve shipping parcels around the globe. How much is the shipping of the new PSU from LA to Germany?
-best regards Lucas
-----------------------
-Hi Lucas,
-We are not able to disclose the sources of  our components.  You can find 40W supplies online which all have similar  specs as to HV laser output. Most would work if you are able to rewire  the inputs. I apologize for the inconvenience and let me know if you  would like to proceed with a warranty part replacement.
-Thanks, Jeff
--------------------
-Hi Jeff,
-i understand. So please tell me how much the shipping is for the replacement PSU.
-regards Lucas
--------------------
-Hi Lucas,
-Looks like it will be $75 to ship the replacement unit to Germany.
-Thanks, Jeff
--------------------
-Es ist nun der 22.07.2013 und ich Zahle die 175USD via Google Wallet  (75USD Shipping und 100USD für das Netzteil)
---------------------
-Ich bekomme die Versandbestätigung von FedEx, Deklariert mit 300USD Warenwert.
-Langes hin und her, mit Versprechen dass Sie das Paket zurückholen und auf 100USD Deklarieren. Passierte natürlich nicht....
-Ich zahle somit fälschlicherweise Zoll + EUst für die 300USD.... spitze..
-=================================================================================================
-Es ist der 29.08.2013, also fünf Wochen später. Der Laser ist wieder kaputt.
--------------------
-Dear Support,
-after the replacement of the power supply, the laser worked for a few hours until now.
-The tube is again not firing anymore. I tried to use the "TEst" Button on the PSU, but nothing happens (do i have to place a magnet to the lid switch?)
-How to debug, whats now broken?
-Best regards Lucas
--------------------
-Hi Lucas,
-A magnet has to always be in  contact with the lid switch for the machine to fire. Please ensure that  you have closed the lid and the magnet is making contact or is close  enough to activate the sensor. Then you want to load a vector job into  RE and set the speed to 1% and keep the power at 100% and run the job.  Ensure that there is no material in the work area and no thermal paper  on any of the mirrors or focus lens. Once the job has started you are  looking for the mA readings for the power supply output which is located  in the bottom right side of the front LCD screen. Please take note of  what the screen says while the job is running. Also you want to look  inside the machine to the right where the power supply is located and  ensure that when the job is supposed to be firing that there is a red  LED light showing on the power supply. The laser tube should be firing  at that point.
-Please respond with results.
-Thanks, Frankie
-------------------
-Thanks for your quick reply.
-I closed the lid and did a job at 1% speed, 100% power and 80 current.
-The display is reading:        VECTORING  /   VV 144  D079    1.2
-in the first few seconds the reading was "Loff" instead 1.2. The number is changing between 1.0 and 1.8
-best regards Lucas
--------------------
-Hi Lucas,
-Sorry for the inconvenience but we will  need you to remove the power supply and send it in for evaluation. Once  we receive the part we will be able to repair or replace it if  defective.  As for the root cause, I would like to ask if you are using a  transformer to step the laser up to 220V?
-Please confirm if you have shipped the PSU.
-Thanks,  Jeff
---------------------
-Hi Jeff,
-i will send you both of the PSU i have here. Should i eventually send you the whole electronics? (the two PCBs and both of the displays i have here)  Please tell me the address to send the parcel.
-We don't use a transformer. We supply the PSU directly with our 230V 50Hz mains.
-I would be more than happy, if you would refund for one of the PSUs.
-Since this is the second time the psu broke i would like to ask you again for the schematics of the PSU. We could repair one on our own and save shipping costs on both parties. We can sign a NDA if you like.
-best regards Lucas
------------------------
-Hi Lucas,
-Please ship the PSU's to :   Full Spectrum Laser Attn: repairs 6216 S Sandhill Rd Las Vegas, NV 89120
-Unfortunately, I don't have the diagram on the PSU  as it is not a part the we design or build in house.   We have found  that the problem is usually isolated to the HV transformer if this info  helps.   We will run a long burn in test on the new replacement before  shipping it out as well.
-Just as a precaution I would like to have you check  out your grounding. If you have access to a multimeter,  I would please  ask that you check AC voltage between neutral and ground to ensure that  it is 5V or less (ideally 0V).
-Thanks, Jeff
---------------------
-.08.2013
-Hi Jeff,
-Am 30.08.2013 02:09, schrieb Support, FSL:
-> Unfortunately, I don't have the diagram on the PSU as it is not a part
-> the we design or build in house.   We have found that the problem is
-> usually isolated to the HV transformer if this info helps.
-Plain OEM chinese supply? :) http://www.jnmydy.com 195USD incl shipping to Germany ;( But Mrs Xu won't send a schematic either...
-> Just as a precaution I would like to have you check out your grounding.
-> If you have access to a multimeter,  I would please ask that you check
-> AC voltage between neutral and ground to ensure that it is 5V or less
-> (ideally 0V).
-I checked everything the last time, but i'll measure this tomorrow since now its 2 o'clock in the middle of the night.
-Please tell me, if i should send you everything i got:
-- 2x PSU
-- 1x Stellars PCB v1.1
-- 1x backpack PCB
-- 2x Front Panel Assembly
-I got two front panels, one out of a replacement earlier this year.
-Mit freundlichen Grüßen
-Lucas
--------------------
-Hi Lucas,
-Please send send all those parts in for evaluation.
-Please respond with the AC voltage.
-Thanks, Frankie
------------
-Hi Jeff,
-> Just as a precaution I would like to have you check out your grounding.
-> If you have access to a multimeter,  I would please ask that you check
-> AC voltage between neutral and ground to ensure that it is 5V or less
-> (ideally 0V).
-N to L = 230V
-N to Earth = 0V
-N to GND (black wires) = 0V
-Earth to GND = 0V
-regards
-Lucas
------------------------
-Hi Lucas,
-These values seem fine.  We will be awaiting the defective parts  and will send replacement once they arrive.
-Thanks, Jeff
---------------------
-.09.2013
-Hey Jeff,
-i've seen in DHL tracking that the pacel arrived already. I wanted to ask you about the status of my broken power supply.
-best regards Lucas
-----------------
-Hi Lucas,
-Sorry for the delay. We have received your  power supply and other parts and have tested them all. Your control card  tested fine so we are going to be packaging that up with your new power  supply as it was indeed the cause of the problem. We also have tested  your touch panels and they seem to be working as well. I see that you  sent two touch panels in. Was the touch panel without the face plate on  it experiencing issues? I will have accounting email you an invoice for  return shipping as soon as possible and once that is paid we will send  the parts out.
-Thanks, Frankie
----------------
-Hi Frankie,
-thanks for the update.
-Good to hear that all items except the power supply were tested fine, however this does not provide a clue why the power supply failed two times in a row. Did you experience something similar at other customers or see high return rates with these kind of power supplies? It is very important to us to have the laser working reliable once its back in Germany. We can not accept frequent failures of the unit and the excessive shipment of spare parts between the US and Germany!
-Talking about shipment charges, as we have paid the shipment costs of the failed unit to the US from our side, we expect it to be shipped back to us free of charge, as the power supply was exchanged based on warranty. Therefore no invoice needs to be issued to our understanding. Paying full shipment costs on a warranty issue is not acceptable to us and should not be part of a warranty issue.
-I hope that we can resolve this issue and recieve the repaired unit back soon.
-We got the second front panel because we had pausing issues back in march 2013. You send a spare panel for replacement (see mails around 1st, 2nd march).
-Please just send back:
- - One Touch PCB with PVC Frontpanel
- - One Controller Board (2 pcbs packed)
- - One Power Supply
- Since we paid for one replacement Power supply (100USD), i kindly ask you to refund this, because we send both back for replacement under warranty (please see your mails around 18-19. july ).
-Please bear in mind that we purchased the extended warranty pack for the laser.
-regards
-Lucas
---------------------
-Hi Lucas,
-Please accept my apologies for the  inconvenience but we are not going to be able to cover return shipping  charges. In our warranty policy it clearly states that all parts covered  under warranty will be replaced for free if under warranty excluding  the shipping charges which the customer has to pay. In regards of the  extra power supply, we offered that you not have to spend money sending  the power supply back and forth plus down time and just purchase a  discounted unit for $100 that can be sent out right away. In purchasing  the discounted unit we would no longer need the original defective unit  and therefore cannot apply a refund on the unit. What I have been  authorized to do is prep a replacement power supply for your machine  including your control card and touch panel which at that point I can  have accounting email you an invoice for return shipping. Once the  shipping invoice is paid the parts will go out.
-http://fslaser.com/service-and-support
-Please respond with how you would like to proceed.
-Thanks, Frankie
--------------------
-.09.2013
-Hi Frankie,
-ok. Please send me a invoice for the shipping costs. Please send back:
-- one Touch PCB with PVC Frontpanel
-- one Controller Board (2 pcbs packed)
-- two repaired Power Supplys
-best regards Lucas
---------------------
-.09.2013
-Hi Lucas,
-I will have your parts packed up and ready  for shipment. In regards to the second power supply I believe there may  have been some confusion there. The reason we ask customers to send  defective parts in before we replace them is so we can attempt to repair  the product. If at the point of receiving the parts we deem we cannot  repair them then we notify the customer that we will replace the  defective part under warranty. Once your original power supply failed we  asked you to send in the unit so we may test it and get results. You  were not ready to send the unit in as you needed the machine running as  soon as possible which we understood and offered the $100 discounted  replacement. Once you received that unit the machine did work but  unfortunately experienced another malfunction. In purchasing the  discounted unit we can no longer make repairs on the original defective  power supply so I can package up the control board and break out board,  touch panel, and one new power supply. If you wanted the second new  power supply you would have to pay the $200 that was cut from the first  discounted replacement. Sorry for the inconvenience.
-I will have accounting email you an invoice for  shipping. Once that is paid I will have the parts sent out as soon as  possible. Please respond with any questions or concerns about the  replacement.
-Thanks, Frankie
----------------------
-.09.2013
-Hi Frankie,
-please respond to my initial questions:
-however this does not provide a clue why the power supply failed two times in a row. Did you experience something similar at other customers or see high return rates with these kind of power supplies? It is very important to us to have the laser working reliable once its back in Germany. We can not accept frequent failures of the unit and the
-excessive shipment of spare parts between the US and Germany!
-Can you explain what was broken on the PSU and why? Is it a series failure from the chinese manufacturer?
-I respond to your questions about shipping back to us soon. I'm sorting out some other things.
-One last question:
-Why is your support so bad? (as in you wont repair the second psu, we have to ship back to you, we have to pay for everything,...) We thought Full Spectrum Laser is a trustworthy and friendly company since you made the Laser with help from the Community/ the users and Kickstarter.
-best regards  Lucas
-----------------------
-Usually if the power supply fails a second time it was  not installed properly.  Particularly the ground wire or red wire is not  making a good connection.  When the connection is not good or not  properly insulated the power supply sparks to the case which is grounded  and this causes deterioration of the high voltage transformer.  We  recommend you double check the connection and send us pictures of the  install to prevent constant failures.
-We can send failed power supplies back to the  manufacturer for replacement but this takes 12 weeks so we replace it  ourselves from new stock if we can't repair quickly.
-FSL always does what we promise as written in the written warranty statement which is available before purchasing:
-http://fslaser.com/service-and-support
-Returning  defective parts is required by nearly every manufacturer and shipping  is the customer's responsibility as stated in the warranty after the  first 30 days.  You can provide a Fedex shipping account and we will not  bill you anything for shipping as Fedex will bill you directly.
-We will fix anything you send back to us free of  charge during the warranty period (excludes shipping) as stated in the  warranty.  Unfortunately shipping to Germany from the US is not that  cheap but this has already been considered in the low price of the hobby  machine and the fact that we charge European customers and US customers  the same. Otherwise we'd need to increase the price to cover any  possible shipping issues, eg charge Europe double what we charge US  customers.
-------------------
-.09.2013
-Hi Frankie,
-we don't want to have two power supplys. So i asked you to refund the 100USD for the replacement supply. Since you declined a refund, i asked you to replace it under warranty. You did not mention any warranty exclusions with the 100USD offer of the replacement PSU.
-In my opinion you should have told me this fact. With that knowledge i would have send you the defective PSU back and get it repaired under warranty. I wouldn't have accepted the 100USD deal.
-I kindly ask you to refund the 100USD of the replacement PSU, or replace both PSU.
-We connected the replacement power supply exactly like showed in the manual.
-regards Lucas
-----------------
-Antwort von FSL:
-An extra power supply is $300.  We offered to sell you the discounted  supply at $100 to return avoid shipping costs, us testing it and fixing the old supply which saves both parties money. This is a value added service and $100 is the fee.
-If you want 2 power supplies, you must pay the difference of the $300-$100=$200.
------------------
-Dear Support,
-as i already explained in my last email: i do not want to keep two PSU. I just want you to refund the 100USD i paid for the replacement device. (Since i send it back to you)
-I'm confused about you last email. In your email from 19th july you wrote:
-    > Unfortunately we are unable to advance replace the unit as we are
-    > short on supply. I can either wait for your unit to get here at
-    > which point I would test it and replace it. You would only have to
-    > pay for return shipping at that point. Or we can sell you a
-    > discounted unit at $100 plus shipping at which point I can have
-    > the unit sent out as soon as the invoice is paid and you wouldn't
-    > have to ship your current unit back.
-You clearly offered me a discounted unit (which is very kind of you), not a replacement with a value added service fee. In my understanding you sold me another power supply which was discounted. I don't know the warranty laws in the united states, but i can't imagine one can sell hardware without beeing responsible for warranty.
-You could have taken into account the fact, i send your replacement frontpanel back to you.
-Since i am quite bugged by writing all those emails, i ask you to send me the following things back:
-- Send one Repaired PSU
-- Send one defective PSU
-- Send one Controller Board
-- Send one Front Panel
-Thanks in advance.
-Lucas
--------------------