Hi Chad.
I see you got another used Biesse, congrats!
The Sophia subscription you mention is for those that purchase used, as you can imagine used machines arrive in various states to the new end used and diagnosing those machines can be incredibly time consuming for our support team. Used machines also quite commonly are purchased by people that have never been formally trained on the machine or software. If your machine was not uninstalled and re installed by our team members it can be even more of an issue to try and understand teh history. This fee is very common in our industry under these circumstances.
Regarding local technicians, in the Midwest there are many qualified guys that work on many brands of machines. However, in looking at your most recent ticket history I worry that from the description of your most recently logged ticket (03099126) there are likely some specific tools needed to realign things. None of the independent guys would have those tools. I don't see any request for a technician in our service que. Give me a call if I can help get you in touch with our regional service manager for scheduling. We have techs based here in the Midwest for you.
@MIke. I can tell you your opinion is absolutely not true. I have been here a long time as have a large number of my colleagues. We take great pride in what we do. If you had a bad experience please reach out to your local representative. We would love to get a better understanding of your experience.
Scott Brandenburg
Biesse Regional Sales Manager - Midwest