Hello,
I have had this experience with Pillar Machinery, would love to hear opinions if people believe I am asking for too much.
I purchased a "rebuilt" HPP machine from Pillar Machinery in 2019 for 30,000. Warranty was for 90 days.
Due to changing needs, the machine was never installed until 2022. Upon first installation, the machine was non-functional. We called Pillar and attempted phone support and realized there was an issue that would require a technician. We asked them to fix machine, setup for production, and provide training. The tech came and found and issue with a faulty relay, and provided about 30 minutes of training. We were charged in full for tech time and repair (approx 2300).
About 2 months later we were ready for production, and attempted to use the machine, and found machine had multiple errors and inconsistencies. The tech had not fully tested the machine or ran parts. We called for tech support and after hours on the phone and dialing in the machine were able to get it to the point where we could run the machine, however quality was extremely inconsistent. After running out of ideas, we requested the tech come back, and we were upset that he had not diagnosed the machine the first time.
The tech came back, and worked all day. The machine was left worse then when he arrived, and cannot produce a deliverable part. He stated that there were supports added to the machine that were not original (guessing this was part of the "rebuild" process", likely to attempt to correct the very issue we were having. The table is simply not lined up with the beam, and does not provided adequate adjustment, CNC router provides inconsistent cutting height.
At this point I requested Pillar Machinery either fix the machine, refund me, or take it as a trade in at purchase price towards a machine that will work. I even offered to pay the freight to send them back machine to fix. Pillar refused to any of these options. They suggest I send the machine to them at my expense, they will repair in there shop and bill me for the hours of labor, and then I will have it shipped back. All of this would be at my expense.
Its important to note that up until a few days ago, Pillar was poor at communication and left me hanging multiple times. I feel like they have been gaslighting me a bit, saying its an old machine and that its not really designed to do routing (even though the spec sheet specifically talks about that ability). This machine was purchased with one purpose - to make shaker doors with dowels and rout the groove.
Any opinions would be greatly appreciated!