Credit for returned equipment

21

Wait until we release the next ‘thing’…

Everything we buy becomes ‘old’ product eventually. There’s never a ‘perfect’ time for us to release product that everyone will feel happy. But without anyone buying our product, there would never be the ‘next thing’ for anyone to buy, we fold and cease to exist.

When you purchased your machine, you were happy with what you purchased, as evident by pushing the checkout button. Just because something ‘new’ came out doesn’t immediately make your machine any less than what you’ve purchased. It still cuts material better than any machine in it’s class at a fantastic price point.

Ford makes a new model every year. 2020 model was new in 20 and those who bought it new were happy. 2021 came along and the 21 model is released. And 22 is on the horizon. Did the people who ordered the 20 model get mad that time kept going and the 21 models were released and rinse and repeat every year?

We are 100% coming out with more product in the future. You can bet on that fact. It’s our goal every year, to innovate, improve, and expand. Do you hold off until 2030 to buy our product and use nothing until then? or do you buy now and enjoy now?

One thing we’ve always done: offer upgrades from what you have to what we currently offer.
NO OTHER COMPANY does this. And this is not small, irrelevant feat either. Years of engineering time and tons of money goes into making this happen to ensure our customers don’t have to scrap their current (more than capable) CNC to get ‘the next best thing’. It’s our passion project FOR our customers. We could release the ‘next best thing’ much, much faster (and much less R&D money) if we ditched our early adopters and just jumped on the new, shiny stuff. But we haven’t ever done that.

You can literally, at this moment, go from the very first machine ever made to the most current machine ever made, without ever ditching your machine.

x-35 Woodworker < X-50 Journeyman < Elite Journeyman.

We’re very proud of that fact!

We will continue to innovate every year, so don’t be surprised when that something new comes out. We’re in this for the long haul, and try to ensure we bring everyone along for the ride.

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22

As usual, you fail to understand the customer concern. Yes- you are a future oriented company—- now match that with a customer oriented attitude and we will see how much further you can go.
The fact that you didn’t care that a customer was looking to make a major investment into your ideas- but you failed to ever mention the upgrade that was coming in less than a month from when I ordered. AND the when you had announced the new product you added salt to the wound by not considering your recent clients in the ‘make it right’ additional items to be included if a ‘new client was to purchase the exact same thing that I did - but a month later. .
Your attitude was and has been - There is a sucker born everyday- not our problem if his timing was off… I am hoping that we will have a better launch with this Elite up grade-… But maybe it will be just more of the same… if this fiercely loyal company line response is any indication…
Act like you care even a bit about your clients- it will go along way.

David C Chamberlain
Owner DCC Creative Services

23

Sorry David,
It looks like we have to agree to disagree on this one.

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24

David how about not buying anything. I’m willing to bet that 1F is working on a new CNC that will be better than the Elite. They could be the new CNC will use 5 phase servo motors with full closed loop control. Who knows when it’ll be released. If you upgrade to the Elite you’re going to get upset when they do release it to the public.

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25

David - so your point is that a company should stop selling their current product at some point prior to releasing a new revision to that product, or at a minimum announce a revision is coming? What would be the reasonable cutoff threshold for this? One month? Three months? There will always be that customer who purchased the product just prior to the announced revision no matter where that cutoff is.

From what I’ve seen with Onefinity they’ve been more than willing to alter orders prior to shipping, assuming your machine had not shipped yet when the elite was announced, did you attempt to contact them?

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26

After we released the promo giveaways, We even retroactively upgraded all orders up to 30 days before announcement day to get the promo free. Just how far back do we go? (We had someone contact us to retroactively give the freebie promos who bought their machine 2 1/2 YEARS prior… :stuck_out_tongue_winking_eye::joy:. Needless to say, we did not give him the promos.)

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27

Hey David,

you did not answer my question :slight_smile:

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The timing was such that it had shipped but not arrived.
DCC

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I never received any such retroactive promo giveaways- I do believe that not only did/do I fit in the 30 day window- but that I requested such consideration.- But nothing was addressed or explained why I didn’t qualify.
TO BE CLEAR - I do not believe that my current OneFinity machine that I purchased originally is ‘JUNK’ if it were - I would never have ordered the Elite Series Upgrade within the first five minutes of release. My concern is/was over the timing and launch of the next best thing… I do believe that Onefinity is the best product out there- I am just frustrated with how they interact with their non-superstar clients. (I don’t publish YouTube videos and such) The customer service strategy- in my case needs a do-over- In my opinion.

30

Hey David,

ah, okay, so then this was different. Ours was not yet shipped.

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31

Make no mistake… Onefinity IS the best product out there within the scope of their target audience. And still better than their 2 closest competitors ‘pro’ version machines. And the same can be said about their customer service, as I’ve found out first-hand (and I’m a ‘nobody’ in the world of CNC routers in the public arena). They are also not obligated to disclose upcoming new products on any given timeframe.

Also make no mistake, Onefinity is very thankful to have you as their customer. It’s a win-win relationship, regardless of purchase timing vs. new product release timing.

The people I do feel sorry for are those who are paying the same money for a Chinese CNC router that uses belts/v-wheels. They could have given their money to Onefinity and had in return a far superior machine.

That statement above reminds me of a time in the early 80’s when Bridgeport mills (the defacto standard of metalworking mills in virtually every machine shop in the country) were in very high demand. So high, that there was like a one year waiting list to get one.
A Detroit area shop I was working in at the time was a fairly new start-up. They couldn’t get a Bridgeport, so they bought one of the Chinese clones, a ‘Hartford’. Wow, that thing was such a poor quality clone. I would sooner have run a 10 year old Bridgeport than the brand-new Hartford. But they couldn’t get a Bridgeport at that time.

I don’t know where I was going with that, other than to draw a comparison between the Onefinity and virtually any other similarly priced machine. And there’s no longer a waiting list for the Onefinity, just as there is no longer a waiting list to get a new Bridgeport mill. I know of people who originally balked at the waiting list to get a Onefinity, and bought something else. I’m assuming they went with an X-Carve or Shapeoko, or worse, a Chinese clone. Now there’s some serious buyers remorse!

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34

Aren’t you the guy who couldn’t figure out how to put the batteries in the joypad when the instructions are stamped on the battery case? If support had diagnose you putting them in wrong, then they deserve a gold medal in patience.

35

Yup- but I am still a customer- and the snark that came with the ‘gold medal’ service just reminds me that techies are not always people persons too… We all have our bad days… I am guessing you are a techie also? And yes, I owned that- publicly.

36

My Onefinity support story… My controller died 1 year to the day from when I received my machine, 6 hours before my warranty would have expired and support sent me a new (refurbished) one no questions asked. They could have disputed the timing with me but they did not, I consider that “gold medal” worthy service.

In my view Onefinity has behaved admirably in the launch of their new products with respect to existing customers offering upgrades to existing machines vs full on replacement cost. I started with a woodworker, upgraded to the journeyman and if I were to add in the Elite I’d have spent nearly $6000 on a machine that can be purchased new for $4000 but I’ve had the benefit of a CNC in my shop for 2.5 years that makes up for it.

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37

Hey Alex, hey all,

to address David’s problem, there is no better way to bring it to the point.

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38

I am in a similar boat/scenario without the controller issue, and plus they are giving me a new 1 year warranty once I do my upgrade… It is hard to find that kind of service nowadays…

Glad I went the Onefinity route several years ago…

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