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Millie NOT fixed yet again. Get with the program APQS!


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Hi Everyone,

I'd like to address some of the concerns you have about APQS machines and the most recent circuit board issues we've encountered, and let you know what's happening to fix the problem.

One of the things we pride ourselves on is our dedication to customer service, and our pride in our work (thus an 8-year warranty). However, even at a small company where you'd think everyone would know what's going on at any given moment, we've discovered our communication skills still need improvement:).

Malfunctioning circuit boards are certainly not acceptable...not as new equipment or as replacement equipment. Thanks to Carol and her diligence with this problem, we have been able to uncover where our communication gaps are occuring at the factory, and why some departments haven't been "in the loop" regarding this recent board issue.

As with all electronic parts, we are accustomed to having an occasional problem with a circuit board, and we employ a specialist who comes in to the factory part time to diagnose and trouble-shoot these issues. Unfortunately, we have not done a good job of researching if our specialist has been encountering the same problem over and over, or if issues have been more random, as well as if the trouble has been occurring with new circuit boards as well as replacement boards.

Obviously without this direct, two-way communication, we have fallen down on our promise. The good news is that the trouble has finally come to light with Carol's machine so that the entire staff at APQS can work on the solution--both through communication channels as well as service and production.

As I write this, today we are working directly with the circuit board manufacturer to pinpoint the problem and quickly reach a solution, and are working out a new communication plan among us to prevent situations like this from happening again. Once again we have learned what happens when one "assumes" that everyone knows what's going on--you all know how that breaks down:) :).

Heidi and Service are working to get Carol's machine up and running as soon as possible, and the rest of us are working on getting things back on track with our vendor, service and communication. Even though we mess up (sometimes with real doozies!) I still believe strongly in the people who make up APQS--from production staff all the way up the line to ownership--and their commitment to producing the best machine out there. And that's why you can rest assured that even if we mess up, we will do our very best to make it right.

If you ever have a problem or concern, please call us and chat. One of the major ways we can improve our internal communication is to also improve the external pipeline, too.

I'd like to say that we are on the Forum 24/7 corporately, but with our small staff, that's just not feasible. That's why having all of our extended APQS family members on the Forum--both dealers and machine owners (and even lurkers:))--has been such an invaluable resource for all of us. But sometimes those of us on the "corporate" side of things don't get to the Forum every day, and miss some of the postings regarding problems or issues. If you're having trouble, you can certainly post to the Forum to find a solution. But please don't hesitate to call us directly and discuss it, because knowing directly what's going on "out there" helps us fix things "in here".

You can always call or email me if you don't know whom to contact with your question or concern, and I'll work with you to find out the answer. See, that's the cool thing about being part of the APQS family, too...even when we goof up and things don't go according to plan, it's still "all for one, and one for all"! And like most families, we keep working through our dysfunctions and try to reach our ultimate goal of unwavering quality and service. Some days I think that's a moving target, but at least we're on the same team, and taking the same aim! :) :)

Thanks for your support and hanging in there with us as we get to the bottom of this issue!

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Hi Everyone,

I'd like to address some of the concerns you have about APQS machines and the most recent circuit board issues we've encountered, and let you know what's happening to fix the problem.

One of the things we pride ourselves on is our dedication to customer service, and our pride in our work (thus an 8-year warranty). However, even at a small company where you'd think everyone would know what's going on at any given moment, we've discovered our communication skills still need improvement:).

Malfunctioning circuit boards are certainly not acceptable...not as new equipment or as replacement equipment. Thanks to Carol and her diligence with this problem, we have been able to uncover where our communication gaps are occuring at the factory, and why some departments haven't been "in the loop" regarding this recent board issue.

As with all electronic parts, we are accustomed to having an occasional problem with a circuit board, and we employ a specialist who comes in to the factory part time to diagnose and trouble-shoot these issues. Unfortunately, we have not done a good job of researching if our specialist has been encountering the same problem over and over, or if issues have been more random, as well as if the trouble has been occurring with new circuit boards as well as replacement boards.

Obviously without this direct, two-way communication, we have fallen down on our promise. The good news is that the trouble has finally come to light with Carol's machine so that the entire staff at APQS can work on the solution--both through communication channels as well as service and production.

As I write this, today we are working directly with the circuit board manufacturer to pinpoint the problem and quickly reach a solution, and are working out a new communication plan among us to prevent situations like this from happening again. Once again we have learned what happens when one "assumes" that everyone knows what's going on--you all know how that breaks down:) :).

Heidi and Service are working to get Carol's machine up and running as soon as possible, and the rest of us are working on getting things back on track with our vendor, service and communication. Even though we mess up (sometimes with real doozies!) I still believe strongly in the people who make up APQS--from production staff all the way up the line to ownership--and their commitment to producing the best machine out there. And that's why you can rest assured that even if we mess up, we will do our very best to make it right.

If you ever have a problem or concern, please call us and chat. One of the major ways we can improve our internal communication is to also improve the external pipeline, too.

I'd like to say that we are on the Forum 24/7 corporately, but with our small staff, that's just not feasible. That's why having all of our extended APQS family members on the Forum--both dealers and machine owners (and even lurkers:))--has been such an invaluable resource for all of us. But sometimes those of us on the "corporate" side of things don't get to the Forum every day, and miss some of the postings regarding problems or issues. If you're having trouble, you can certainly post to the Forum to find a solution. But please don't hesitate to call us directly and discuss it, because knowing directly what's going on "out there" helps us fix things "in here".

You can always call or email me if you don't know whom to contact with your question or concern, and I'll work with you to find out the answer. See, that's the cool thing about being part of the APQS family, too...even when we goof up and things don't go according to plan, it's still "all for one, and one for all"! And like most families, we keep working through our dysfunctions and try to reach our ultimate goal of unwavering quality and service. Some days I think that's a moving target, but at least we're on the same team, and taking the same aim! :) :)

Thanks for your support and hanging in there with us as we get to the bottom of this issue!

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Carol,

At some point I hope that you visit APQS and take classes from Dawn and Amy. You learn a lot being at the sales/educations center in Des Moines and at the factory with Amy. As Dawn's post indicates, the APQS team is a family and does care about customers.

Thanks for posting a 2nd note telling everyone to read Dawn's response to you:)

Lynn

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Carol,

At some point I hope that you visit APQS and take classes from Dawn and Amy. You learn a lot being at the sales/educations center in Des Moines and at the factory with Amy. As Dawn's post indicates, the APQS team is a family and does care about customers.

Thanks for posting a 2nd note telling everyone to read Dawn's response to you:)

Lynn

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Carol I feel your pain and frustration. I got my Millie mid-April and had to replace the main circuit board and re-time twice and had major problems with the thread cutter. Finally I said enough, this machine has to go back. They agreed and I expect it UPS tomorrow.:-) Can't wait! I just know it will work like a charm. They did about a dozen things to it and replaced a lot of parts. I can't wait to get a fresh new start with it.

Keep thinking good thoughts and think of it as a learning, character building experience.

Nancy

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Carol I feel your pain and frustration. I got my Millie mid-April and had to replace the main circuit board and re-time twice and had major problems with the thread cutter. Finally I said enough, this machine has to go back. They agreed and I expect it UPS tomorrow.:-) Can't wait! I just know it will work like a charm. They did about a dozen things to it and replaced a lot of parts. I can't wait to get a fresh new start with it.

Keep thinking good thoughts and think of it as a learning, character building experience.

Nancy

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Just read Dawn's post. Even though I am new to APQS, I Knew that it would be alright. It is disappointing to get your new toy and not be able to use it, but sometimes things just don't go exactly the way you want it to. Dealing with Amy and Christy on the phone was always reassuring - I knew APQS would get me going;)

Nancy

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Just read Dawn's post. Even though I am new to APQS, I Knew that it would be alright. It is disappointing to get your new toy and not be able to use it, but sometimes things just don't go exactly the way you want it to. Dealing with Amy and Christy on the phone was always reassuring - I knew APQS would get me going;)

Nancy

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Originally posted by kreacher

Should'a got a Gammill.

Wow! This is kinda nervy, given the fact you are on the APQS website, where they allow anyone to participate and share information...unlike Gammill, where you have to be an owner to go there, or so I've been told. There are plenty of Gammills out there with "issues" as well. It can happen to anyone. Hopefully, this post was "tongue in cheek."

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Originally posted by kreacher

Should'a got a Gammill.

Wow! This is kinda nervy, given the fact you are on the APQS website, where they allow anyone to participate and share information...unlike Gammill, where you have to be an owner to go there, or so I've been told. There are plenty of Gammills out there with "issues" as well. It can happen to anyone. Hopefully, this post was "tongue in cheek."

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Guest Linda S

I must say I've always been impressed with APQS service. Great machines, great service. Hope they get you up and running great in no time Carol.

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Guest Linda S

I must say I've always been impressed with APQS service. Great machines, great service. Hope they get you up and running great in no time Carol.

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