Any hints on getting ahold of Hawk tech support?

[crisw]

I posted a while ago about having blade clamping/tensioning problems with the Hawk 226VS scroll saw I bought used. Now, in addition to this, the saw is making a VERY loud noise when I turn it on. There is obviously some problem here...

I have been trying to contact Hawk tech support for 2 weeks. I *always* get the answering machine. I've had one returned call- at 6 AM where I live; I was asleep and didn't hear the phone ring. Tech Support has no email address listed on the Hawk page, I did email customer support to see if they could tell me how to gt ahold of tech support- no answer. I tried to call customer support today- it's Saturday, they should be there 9-1 Central time- but I am getting the "after hours" tape.

I'm getting *very* frustrated. I've yet to be able to use my saw, and I am *way* behind on a lot of projects.

Does anyone have any ideas on how to actually speak to someone in Hawk technical support? I am a tech support person myself; I know how hard and busy a job this is, but this is a bit too much.

[workin for wood]

I always just call them during their business hours and they answer. Sometimes the tech guys are too busy and I have to leave a callback number, but they always called me back within a few hours. Regardless of your difficulties getting ahold of them, rest assured that they will fix your problem.

You able to locate the location of the loud sound? Perhaps you have a worn bushing or bearing. The 226vs same as the G4? Is there a spring in the back which is broken or disappeared? Mine has a tension adjustment on the back with a threaded rod that goes down and beside the rod is a spring which holds the tensioner in place when the saw is turned off. I've had the spring snap a few times which messes up the tensioner and sure makes some loud banging noises.

Keep calling, get ahold of their operator by pressing zero and complain to her about never being able to talk to someone. Try sales too, they can often help with tech problems too. I never had my saw break without them getting right on it and rectifying the situation immediately.

[NancyK]

I called HAWK Jan 2 and found the same problem....but working as a civil servant taught me to push zero where I got one of the sales guys who was awesome in helping me. Just dial zero when you end up getting someone's voice mail. It works.

[crisw]

Guess I'll try that on Monday- there's definitely no one answering phones today!

[R.Edwards]

I recently bought a very slightly used Hawk G4 and had been having problems with the blade holders that came on the saw. I called tech support got a voice mail messsage and left my name and no. In the mean time I called sales and the guys there are very knowledgeable and helpful. He identified my problem right away, poor design on the holders I had, explained how these got out. Gave me a few tips on loading the holders just so,(which allowed me to continue to use the saw with certain blades till the replacements I ordered came in). Three days later I got a call left on my answering machine from tech support. MY Take on this situation. The Hawk folks have got a help problem in tech support that needs to be addressed. 3 days wait time for a response is unacceptable!! Fortunately the machines are well made and the engineering is fairly simple so the experienced and well trained folks in sales seem capable of getting you the info you need.
My 2 cents,
Ralph

[will8989]

Get a Hegner. Always answer phone, return calls promptly next day if after hours and have an email! But of course, if you get a Hegner you won't have any problems to begin with. All my calls were for blades!! And the one part that I broke, you know the thingy that makes the arm go up and down, by placing something behind it. Called at 4:15, got there at 10:30 next morning and the part was sitting on the window sill witing for me. Now, that's service!

Betty

[eendreno]

i had some issues with the hawk. they were fantastic. i got calls back when they were busy after their business hours. calls landed on the east coast at 7 pm with an apology for not being able to get back to me sooner. i can understand that they probably give the new sales first preference. my dealings with them have been very pleasant. doug

[Rolf]

I have been dealing with RBI for a few years now and have NEVER had a problem contacting them or getting a call back. I wonder if they had a holiday shut down? I usually contact them during the week, normal business hours.
Crisw after you have your blade tensined take a couple of pictures of the back and front of the machine and post them here. I suspect something is not set up correctly.

[sawdustus]

I have never had a problem with speaking to someone at Hawk. You can always get through to sales. Unfortunately, or maybe fortunately, they have a tech person, just one, and by his own admission, he spends all day on the phone. I was able to speak to him by first talking to sales and explaining my problem (it was a bad speed controller) and that my wife was sleeping and I did not want a call back so could you please patch me through to tech; I will be perfectly happy to hold for as long as it takes for him to finish with the person he is dealing with. This seemed to work very well as tech got on the phone in about 10 minutes and was able to send me the new controller which works just fine. Good luck.

[crisw]

Well, I finally did get through to tech support, and problem solved. The setscrew underneath the front blade tension lever needed to be tightened. So far, so good.