Thank You Rockwell Automation

[Tom Jenkins]

Is that a 'distributor' or an 'integrator' or are these one and the same thing ?

That's distributor. They have to maintain a certain level of inventory, provide tech support staff, take factory training, and other requirements.

System integrators in the states are usually do not stock inventory (although some do) and generally are application specialists in a few industries. Many system integrators are able to work with a variety of platforms and manufacturers. Some have panel shops, and some do installation, but a great many get the bulk of their revenue from programming PLCs and HMIs.

 

[JesperMP]

@ Tom Jenkins.

The way you describe it, distributors over by you and over here have totally different requirements by law.

We have a distributor, but get all our support directly from Siemens and RA. For RA we have to have a tech support contract.

 

[mk42]

Jesper,

I don't think it has anything to do with requirements by law, it's just the business model that has evolved.

Many customers (especially small ones) build the support relationship with the local distributor for everything from cabinets to cables to PLC's, not the individual brands. I've heard of cases where customers switched PLC brands purely because the distributor started carrying something else, and the new product was what would be supported now. At least some distributors do their own customer training, as well.

Siemens has a requirement that a distributor has at least two engineers that pass a certification test to carry the line; I assume other brands have something along the same lines. The distributor location near me has 4 or 5 PLC engineers, 3 drive engineers, and a relay/power distribution engineer, well above the requirement. This is in addition to the expected stocking, sales force, delivery, etc. Siemens also has its own local engineers, sales force, and the (generally free) tech support hotline.

Some distributors also do integration, but generally because it is a profitable way to provide additional services that keep their customers happy, not because that is their goal. (that sounded a whole lot less like buzzword bingo in my head)

That's my experience, at least.

 

[Geospark]

Kind of sad the direction this thread took...

Not at all. It's doing fine. People are sharing their experiences from around the globe and their thoughts on the subject. We're all friends here.

...I dont understand how it can be justified that you get ZERO support if you dont fork over some dough...

...Our distributors are just that, distributors.
Does your distributor have the same know-how as RA about RA's products ?
Can they fix a genuine software or hardware issue ?

Jesper,

I'm not sure if you're referring specifically to Rockwell here or just in general, but Rockwell do provide some basic free support once you've registered on the KBase. Also, even if you don't have TechConnect, or it's not of a high enough level, the distributor here will sort you out with support directly, or through their RA resources. They have sales, training, hardware and software engineers at their direct disposal. A third party company we use, besides the distributor, but is also "A Rockwell Automation Business", can also provide us with spares, repairs, legacy parts, etc. as they have access to a global repository of AB equipment. We received a brand new SLC5/03 (obsolete) from them today in quicktime to replace one that went faulty. It says on the box...

Manufacturer Name: Allen Bradley
Plant: 4080
PO Line#: 1
Date 2014/04/03
Country Of Origin: PRODUCT OF USA

Both companies provide us with excellent AB/RA services, and that's before going to Rockwell themselves for any support.
We cannot ask for a better service and we are more than happy with the cost-to-benefit ratio of all these services.

AB/RA are not perfect by any means, but then neither are any of the others.

G.

 

[Phrog30]

Our distributors are just that, distributors.
Does your distributor have the same know-how as RA about RA's products ?
Can they fix a genuine software or hardware issue ?

It's not a matter of know-how, it's a matter of support. If the person I ask doesn't have the answer, they will get in touch with someone who does. I have asked questions or made comments that made it to regional managers. These individuals have direct lines to people high up within Rockwell. All of this, for free. Now, the company I work for is an integrator and we do have techconnect, but that is irrelevant when working with our distributor. And, we work together. Our distributor has called us before with questions that arose for someone they were working with.

Lastly, I have called RA support on two occasions where I didn't get the response I thought I deserved. I called my distributor and they took care of it. Sorry this is not how it works in your area. But, people who complain about RA/AB support in the US are just plain misinformed. It's a shame to be honest.

James

 

[Phrog30]

Not at all. It's doing fine. People are sharing their experiences from around the globe and their thoughts on the subject. We're all friends here.

Then start a new thread, don't hijack one that was started in a positive way to just vent about something.

James

 

[Geospark]

Not at all. It's doing fine. People are sharing their experiences from around the globe and their thoughts on the subject. We're all friends here.

Then start a new thread, don't hijack one that was started in a positive way to just vent about something.

James,

That "sounds" like it was directed at me?
But I don't think it is, is it?

What would they call that new thread?...

Rockwell TechConnect Support Ain't Worth The MOOLA!!!


And who would be the first, if not, second poster in that thread? Someone like me or you, saying the opposite. :nodi:

We appear to agree on this matter, but in the spirit of any debate/discussion, we shouldn't accuse those of the opposing view of ranting, or venting when everyone here is being civil as far as I can see. When I said in my second post..."Oh well, that didn't last long now did it?" I didn't mean people shouldn't express their views, I just meant the good vibe didn't last long. It was inevitable that this discussion would arise, as I'm sure Plastic knew.

I was the first to reply to the positive news and in a positive manner. I've since been trying to defend or justify Rockwell's, or any other charge-for-support company's stance on the matter. Others have their thoughts on the subject, which is "satisfaction with the service", and are entitled to express that opinion in this thread. It has relevance here. It's a healthy debate/discussion, being conducted in a civil manner. I don't think you can accuse anyone here thus far of venting, which suggests palpable anger.

Peace,
George