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SCM owners

2/26/15       
Phil Hallam

Just wanted to let any scm owners aware. I had a cnc issue today, and after calling a tech I was informed that from the beginning of this year if you need a tech to use Teamviewer to diagnose your machine you will have to pay a years subscription to Teamviewer at $480. came as a shock to me as I have maybe 1 or 2 issues a year. I am unsure, but I got the impression that it was linked to the machine / serial number so that would be $480 per machine!

2/27/15       #2: SCM owners ...
james mcgrew Member

Team viewer is free for one on one use, I use it Often, even between my own computers, a company pays a subscription for better service to their customers (Makes sense) but you needing a team viewer is hog malarkey, you are paying for some ones time.

2/27/15       #3: SCM owners ...
Mike

I use a different, higher end machine(one that competes with SCM large format) and on occasion have needed tech help with drivers or software interface using Team viewer. I just used a personal copy and was never asked to buy the commercial version. Just curious....when you write the check for $480, who do you send the money to, Team Viewer, or SCM?

2/27/15       #4: SCM owners ...
Phil Hallam

Paid to SCM, so yes, it does appear they are charging for tech support.

2/27/15       #5: SCM owners ...
james mcgrew Member

If they were to not Mask it as a fee, the price might not be so bad,, My CNC provider support is free, But hey !!!

2/27/15       #6: SCM owners ...
Mike

I use Team Viewer for personal stuff all the time, but there is a cost to the software if a company is using it to conduct business. Every time I close the software, it reminds me to play fair and indicate if I am using it commercially. SCM would have to buy it, but not the customer who only uses it to communicate with SCM is my understanding. SCM can't be expected to provide support for free, but to disguise it as something else doesn't seem quite right. On the bright side, it is cheaper than a service call.

2/27/15       #7: SCM owners ...
Phil B.

i hope their service is good. i have heard of other companies that do this and the support is not good. Do any of the major brands other than Biesse not charge anymore?

3/1/15       #9: SCM owners ...
Mike

Phil,
Yes, I have a major brand machine and I have never been charged for phone, or internet connection help. Last time I needed it, I had to put a clean install of Windows 2K on a new hard drive and could not find all of my original install drivers for my control interface. With Team Viewer, they helped me through it all. Not an easy task considering the hardware is 12+ years old. It is not a Biesse, Weeke, Homag, or SCM. I am not plugging anybody, but when buying new, these things should be asked. I did because I had been burned before.

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