Hypertherm Customer Service

[Greg Tracker]

A few weeks ago I had a problem with my Powermax600. The PM600 was out of warranty by about 3 months. How ever My PM600 was still like new and very well taken care of.

I originally thought that maybe I was doing something wrong and caused the issue so I called technical support for advise. These guys are the real deal. They were not some idiots answering phones and trouble shooting while looking at a flow chart.

Tech support was unable to resolve my issue and asked me for my phone number. They said someone would call me back shortly. A few hours later customer service called me and asked me to return my cutter back to them. They provided shipping through UPS. These guys at Hypertherm are serious about taking care of their customers.

Well yesterday a package arrived at my home! OH Ya!! Guess what was in it?
A powermax45!! Warranty Deal!!!!!

My point is: I am so impressed with Hypertherm! I felt like they sincerely cared! Buying a plasma cutter from anyone else would be crazy. I can't remember being treated so well by a company in years. Thanks Hypertherm for treating me so well!!

[SmokinPRanch]

I bought my PM45 because of their company. I had a few questions before buying and Jim Colt from Hypertherm was more than fair with his advice. They know they have a good product and don't fear competition.

There was a YouTube video about their company I saw after I got my unit. The people there seem to be genuinely happy with their jobs and feel respected. That means a lot to me.Companies like that deserve to be supported while the cut every corner and try to sell junk for a premium price outfits should fall by the wayside.

And besides all that they make one cutting sum gun of a plasma cutter!!

Glad to hear they treated you right but really doesn't surprise me.

Al

[farmshop]

And this is why we buy quality units from quality people.

[steve w]

My plasma cutter (pm380) is over 8 years old. Over 5 years pass the warrenty. But when I called Hypertherm tech support when I needed to repair it they went beyond the call of duty to help me diagnose the problem. Miller was very helpful too with helping me get the right part, and it was only a $10.00 part. I have used my PM 380 a lot and have been very happy with it. I highly recommend Hypertherm Plasma cutters.

[gordsgarage]

I too have nothing but good things to say about Hypertherms tech support. I had an issue with my PM45 circuit board and they were fantastic about it. The tech support was actually technical and supportive. Yeah for hypertherm.

Gord

[ryanPSD]

Originally Posted by SmokinPRanch

I bought my PM45 because of their company. I had a few questions before buying and Jim Colt from Hypertherm was more than fair with his advice. They know they have a good product and don't fear competition.

Verbatim, me too except I ended up getting the 30. Completely happy and will always recommend Hypertherm!

[Rbeckett]

In my humble opinion Hypertherm is the best there is. A no lay off policy and a commitment to real quality customer service makes them head and shoulders above any competitor. I mean how many would just replace a unit that they could have begged off on with a brand new cutter. Hypertherm is just that good.
Bob

[nadogail]

Because of my past experience with Hypertherm customer service, if and when I ever buy a Plasma Cutter you can be sure it will be a Hypertherm; not necessarily a new one, but a Hypertherm to be sure.

[Kel Fab Creations]

hypertherm is the best of the best. i'm running my 20+ year old max 42 with a rt60m torch on my torchmate table and i can't complain at all. I bought it used almost 10 years ago and it hasn't ever given me a single problem. the only time i have called tech support was to double check where to tie in the wires for the AVHC. i figured with as old as my machine is, it would be hard to get a straight answer but this was not the case. they cleared up my question in a matter of minutes as if they get asked wiring questions on a 20 year old machine everyday. whenever i have money to upgrade, i will definately be staying with hypertherm. as for hypertherm as a company, i love that they are employee owned and everything they stand for makes it impossible to buy from anyone else.

[stevewm]

American manufacturers price their procusts higher in many cases so they can provide a high level of aftermarket support with readily available parts. John Deere is a good example. They sell a 35 HP tractor made byh a Korean company, Kukje. The same tracttor is sold as a Branson in this country and is painted red for $6000 less. for that $6k you know you can always get parts and service for the tractor, something of an insurance policy. I suspect the same thing is true with import welders aside from the quality issues. The Everlasts and Longevitys would probably be well served to offer a bumper to bumper maintenance contract as a percentage of the selling price of the machine along the lines of Harbor Freight. If they are as good as their ads say, such an approach would be a good profit center and raise them a notch above all the other imports. Standing by one's product does much for customer confidence.

[jimcolt]

Actually, Hypertherm puts every new component and product design through rigorous reliability testing that takes between 12 and 24 months. The equipment is operated at increased output power, under lower and higher temperature conditions, high humidity and in a machine that vibrates the system in three axis....the units are subjected to being dropped, high and low line voltages as well as conductive dusts. The units fail often during these tests.....every failure is diagnosed and weak links are re-engineered. The tests are concluded when the failures cease. If anyone is in New Hampshire I'd be happy to tour them through the labs where this testing occurs.

This testing is not inexpensive....and building units with a high level of reliability often costs a bit more. Our systems are not the cheapest....but the money you pay is not to support our warranty costs.....as our products are engineered for the lowest warranty cost, highest reliability.

The Hypertherm products from the lowest amperage hand held plasma to the 800 Amp 100% duty cycle industrial plasma go through these same reliability test cycles. Over time, a good reliable high performance product almost always turns out to be less costly.

And, thanks to all the posters on this thread! It is nice to know that the extra effort that our employee owners put into the design and production of our products is noticed! I will post this thread so my associates at Hypertherm can see it!

Jim Colt