Tech support is much larger and better trained. And yes, Gmanbart, you are right. We had one guy doing it all and no one helping out. The tech support and warranty repair department are separate, and we have two locations to repair now on opposite coasts. We have multiple people manning tech support lines 40 hours a week. And warranty centers are separate...and parts are separate, but we all communicate issues back and forth. Parts department has been increased in size and staff.
As far as same level of service techs...these guys have their degrees, and they are also factory trained and are factory equipped as well. These are far better trained than your average service or tech guy from any other company...I can assure you.
We have full printed diagnosis and repair instructions if the customer decides to repair a repairable item him/herself, which since the units are now mostly modular, repairs are simplified and most common items are pretty much just plug and play.
It would be arrogant to assume things are the same as they were 8 years ago or more. We sell probably more than 10 fold more machines yearly now than back then. And we have increased staff and support and capability, as would any company as they grow. We've even quadrupled our ware house facilities...while our factory has increased capacity with new buildings and equipment right about 2013 or so.
So, yes, we have changed...even adding support capability through facebook via several extremely popular Everlast owner's groups with 10's of thousands of followers. We've also expanded globally. One of the pictures below is of the European distributors show truck. We even have our
Attachment 1729923own technical office in the factory where we work from when our guys are over there in the factory supervising production.