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Shipping Delays - Updated 7/5

post #1 of 55
Thread Starter 
As many of you are already aware, we have been experiencing shipping delays due to production line problems. I have received a number of PM's that I will try to respond to later today, but it will take time, so I wanted to post an update here for the benefit of everyone. A key workcenter started running erratically which hurt production, but we were able to keep things going to some degree. The manufacturer has been working on it, but hasn't been able to resolve the problem. It finally failed completely two days ago. I've made my feeling about the situation very clear in my "discussion" with the regional service manager. They have agreed to replace the entire drive mechanism today, which (almost) has to solve the problem, because there really isn't much else it can be. Up until now it's been a piecemeal approach. It's been a very expensive and frustrating experience so far, but my real concern is that we get back on-line and get orders processed.

It will be an all day job, but hopefully we'll be back on-line for the night shift.They don't generally run case parts at night because of the complexity and frequency of the set-ups. but that's ok because it will help clear the schedule so we can start processing parts early tomorrow morning. If all goes well, we'll start shipping orders again tomorrow afternoon.

Thank you for you patience and support.

Jim

EDIT: We're into the second day now (Friday). Still not operational. One last item deep in the machine to be replaced this morning. Will post another update later today.

UPDATE: Machine is up and running today !! biggrin.gif It will take several days to get fully caught up, but everything appears to be functioning normally (he says crossing his fingers wink.gif )

UPDATE 6/28: Looks like the problems have NOT been resolved. Getting pretty upset at this point mad.gif That workcenter was scheduled to be replaced late next year. Now we're looking at what we can to to accelerate that. Although it won't help in the short run for scheduling, it would bring forward some some of the advancements planned for Apollo sooner than expected.

UPDATE 7/5: It's been a long soap opera over the last week (and I hate soaps mad.gif ), but it does seem pretty stable now. We're working 7 days a week (through holidays and weekends) until we're back to a normal schedule. I really appreciate all the support we're received thumb.gif

UPDATE 7/20: Production has been very stable for the last couple of weeks, so it looks like the worst is behind us. We're pretty much back on track now thumb.gif
Edited by Case Labs - 7/20/13 at 10:24am
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post #2 of 55
No response from my email inquiries regarding the STH10, many buyers told that the customer service is outrageous but why there's no any response for 2 days now.....
post #3 of 55
Quote:
Originally Posted by Spyshadow View Post

No response from my email inquiries regarding the STH10, many buyers told that the customer service is outrageous but why there's no any response for 2 days now.....

Be a little patient and they will blow you away with the customer service. It is not a huge company so I know having a line down causes major problems. You will be very pleased before it is over I am sure.
post #4 of 55
I'm hoping & still waiting until now, I'm currently in Hong Kong and terribly wants to know the shipping charges as well as the whole package.....what am I expecting from them is a simply confirmation that my email has been received...so simple isn't it?
post #5 of 55
Ok you have to realize that you are 12 hours ahead so really they have only 1 working day and they have fallen well behind.. it is just now morning there so maybe you will get something while you are asleep.
post #6 of 55
Thread Starter 
I check with Carla this morning and we believe she is up to date now. She's been dealing with a flood of email over the last few days, so it's been a huge job trying to stay on top of it. If anything has slipped through, please let me know, and I'll see that it gets taken care of.
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post #7 of 55
Thread Starter 
Status updated in 1st post
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Samsung PCI M.2 (512GB) Seagate Enterprise HDD (4TB x 8) LG Blu-ray EK Blocks, Pumps and rervoirs 
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Hardware Labs GTX 480 Hardware Labs GTX 560 Dell U3011 30" IPS Display x 2 EVGA 1600 Watt 
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post #8 of 55
Quote:
Originally Posted by Case Labs View Post

As many of you are already aware, we have been experiencing shipping delays due to production line problems. I have received a number of PM's that I will try to respond to later today, but it will take time, so I wanted to post an update here for the benefit of everyone. A key workcenter started running erratically which hurt production, but we were able to keep things going to some degree. The manufacturer has been working on it, but hasn't been able to resolve the problem. It finally failed completely two days ago. I've made my feeling about the situation very clear in my "discussion" with the regional service manager. They have agreed to replace the entire drive mechanism today, which (almost) has to solve the problem, because there really isn't much else it can be. Up until now it's been a piecemeal approach. It's been a very expensive and frustrating experience so far, but my real concern is that we get back on-line and get orders processed.

It will be an all day job, but hopefully we'll be back on-line for the night shift.They don't generally run case parts at night because of the complexity and frequency of the set-ups. but that's ok because it will help clear the schedule so we can start processing parts early tomorrow morning. If all goes well, we'll start shipping orders again tomorrow afternoon.

Thank you for you patience and support.

Jim

EDIT: We're into the second day now (Friday). Still not operational. One last item deep in the machine to be replaced this morning. Will post another update later today.

This machine problem may produce, or result into defective cases?
post #9 of 55
Quote:
Originally Posted by danielet80 View Post

This machine problem may produce, or result into defective cases?

I doubt it...Caselabs has always had real good quality control and looks like to have caught a big issue before it resulted in problems for the end customer. Looks like they are doing all they can so hopefully everything is up and running soon.
     
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aquacomputer aquaero 5 XT aquacomputer aqualis XT Res bitspower black sparkle compression fittings EK MF5 Mobo CSQ Plexi Block 
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post #10 of 55
Thread Starter 
Quote:
Originally Posted by danielet80 View Post

This machine problem may produce, or result into defective cases?

Very unlikely. If something were to go wrong, we would take care of it of course wink.gif
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Zeus (X99)
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Hard DriveHard DriveOptical DriveCooling
Samsung PCI M.2 (512GB) Seagate Enterprise HDD (4TB x 8) LG Blu-ray EK Blocks, Pumps and rervoirs 
CoolingCoolingMonitorPower
Hardware Labs GTX 480 Hardware Labs GTX 560 Dell U3011 30" IPS Display x 2 EVGA 1600 Watt 
CaseOtherOther
CaseLabs SMA8 LSI RAID Controller Software: Solidworks, Cinema4D, Octane Render, ... 
CPUMotherboardGraphicsRAM
Intel I7-6700K ASUS Maximus Gene VIII mATX Gigabyte GeForce GTX1070 Mini Crucual Ballistix 2400MHz DDR (64 GB) 
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Samsung V-NAND 950 Pro SSD - 256GB Samsung 850 EVO 1TB SSD (RAID 1) Samsung 850 EVO 1TB SSD (RAID 1) Seagate 2TB Enterprise HDD 
CoolingCoolingOSMonitor
Noctua NH-D9L Low Profile CPU Cooler Gelid Solutions WING 12 UV 120mm Case Fan (2X) Windows 10 Pro ACER Curved 34" Ultrawide 21:9 
PowerCaseOtherOther
Silverstone 600 SFX GOLD Modular PSU CaseLabs Bullet BH4 (Lime) MOD-ONE Black Double-G Case Feet Darkside UV LED Case Lighting 
CPUMotherboardGraphicsRAM
Intel I7-4770K ASUS Maximus VI Impact EVGA Titan GSkill 16 GB DDR3-1600 
Hard DriveCoolingOSCase
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