Sorry for the mini-rant, but having worked Tech for a couple of different companies, I feel sorry for any Tech Support that isn't properly staffed, and is underpayed. They expect to be able to produce sellable products immediately without any experience using this type of equipment / software.

which they don't know about, which is why SW also has a Customer Service department, (on a side note, CS is mostly made up of Supply Sales people, so they know exactly what problems are currently happening with material etc.)Īnd unfortunately, because of all the people that SW sells to via eBay etc, there are alot of people calling that have absolutely no idea what they've gotten themselves into as far as a learning curve. Most of the cutter tech's time is taken by someone calling asking if there is a problem with a certain kind of vinyl.

But, there are customers who will call back week after week about the exact same thing they asked about the week before (or the day before) asking how to do it again. Now, somtimes they DO help with a How-to, especially if its something quick, or something that if they're taught how to do it, they won't call about it again. They're to point customers to the tutorials on the website, or advise them to check some of the Signmaker's Forums. Cutter Techs aren't SUPPOSED to do How-to's. Now, take that during the week, there is between 100-200 calls per day, everything from 'I just got my machine, help me hook it up.' to 'I need a call, NOW!' to '.' <- message without anything but Name / Phone # So, at any one time, there are between 3-5 techs actually on the phones. There is also a dispatcher, and one of the 5 techs acts as dispatcher in their absence. (This is changing soon, as 1 will be shifting over to Color Tech, and another will be leaving the company within the next few months). On a good day, when noone's missing from work etc, there are 5 on the phones. Most people know of SW Tech because they've talked to a Cutter Tech. 'Laser' Techs (Mainly deal with Laser Engravers, 1 specialized tech trained to deal with rotary engravers). Color Techs (Printer Techs, if you've purchased a large format printer from SW, chances are you've had one come out to setup the machine).ģ. Cutter Techs (aka anything that doesn't have to do with Engravers or Printers).Ģ. There are actually 3 tech departments in SW.ġ.

Life-time tech for SW software / hardware.

Lxi vinyl software