In the manufacturing world, when a CNC machine goes down it often means that operations have come to a standstill. This is frustrating and sometimes scary for business owners. So, who do you call when your DATRON machine goes down, or is making weird noises, or is no longer displaying the English language on the controller? DATRON Service of course! I would like to use this Blog to explain how the DATRON Dynamics Service Team works to get your machine back in business so that you can Maximize CNC Uptime.
The Most Important Number to Maximize CNC Uptime
Without a doubt, the most important number you should have when owning a DATRON machine is the Service Hotline. This is your lifeline when your machine encounters an issue. I tell my customers all the time to call the Service Department Hotline when their machine is acting up. Unlike other hotlines, there is no filtering through a main line or talking to “Peggy” in Siberia. So, grab your cell phone or rolodex (I know some of you still use them like it’s 1992) and enter this number: 603-215-5870.
When you dial this number, it rings directly to our Service Department. Either myself or the Service Manager, Chris Gordon will answer the phone. We will most likely ask you if it’s a Service or Applications related issue. If it’s Applications related (i.e. questions on speeds and feeds, recommended tooling etc.), we will get you over to our Applications Department where they can assist. If it’s Service related, we will ask you for a brief description of the issue you’re encountering and what company you’re calling from so our technicians can get a quick look at your account and machine type(s). We will then transfer you over to the next available technician.
Help Us to Help You to Maximize CNC Uptime
Once you’re in the capable hands of a Service Technician, a case will be opened on your behalf which will allow DATRON to track the issue and keep on top of what is happening with your machine. Obviously there are some initial questions that you can expect to be asked. So, if you have this information ahead of time, it will make the diagnosis process that much faster and easier for us to help you maximize CNC uptime.
Do you know your ABCs?
To get a temperature on your DATRON, a Service Technician will most likely ask you for an ABC. What’s an ABC, you ask? It’s diagnostic file that allows technicians to see what your machine has been doing (i.e. it can show if the machine was improperly shut down or if there was a crash on one of the axes). See below how to get an ABC off your DATRON machine:
Generate ABC Report
- Go to the main screen of your DATRON software
- Press “S” for Service
- Then “R” for Report
- And “R” again or “E” for Extended Report (depending on your software version)
- A screen will pop up that will allow you to find the path to your USB stick and save the ABC report to your USB.
- Voila! You now have a saved ABC report from your DATRON machine.
Take the saved ABC report from your USB and save it to your computer so you can email it to email@example.com. I will see it and forward it to the technician assigned to your case. In most cases however, it doesn’t hurt to send this over prior to calling the hotline and getting a case assigned … wink, wink.
Generate Diagnosis File on DATRON neo
**Note: If you own a DATRON neo, you will not be able to obtain an ABC. Neo machines have a different type of file and software. See the quick steps below:
- Go to the main screen on your NEXT software
- Click settings
- Select Utilities
- Select Diagnosis file
- Create diagnosis file
- Once created, select “Copy to USB Stick” on bottom right corner of screen
- Voila! You now have a saved the neo Diag. File on your USB and can be transferred to a computer to email to firstname.lastname@example.org
Once your assigned technician has diagnosed your machine, it is possible you will need to purchase parts to get your machine back to normal operation. This is where I come in. I will provide a quote for your needed part(s) and will let you know when it can ship, and most importantly, when the parts will arrive. Once an order for the part(s) has been placed, I will process and get it out to you as soon as humanly possible.
Our priority in DATRON Service is to get your machine up and running and maximize CNC uptime that your business operations can continue as normal. Our dedicated Service Technicians will guide you every step of the way. Thanks for your patience and your help!