RE: [rp-ml] Looking for Eden 260 experiences - From Gadi Har-shai

From: James McMurray (
Date: Thu Dec 15 2005 - 23:24:37 EET

 Dear Gadi Har-shai,

Congratulations, I have done consulting work with Apsom in Mumbai and was
very impressed with their commitment to quality and customer support. The
Director of Apsom "Mr. Dadu" is committed to having Apsom become a major
technology supplier and technical support resource for the rapidly expanding
jewelry export business in India. Your description of the problems
associated with technology tools in India is not new, the same types of
things happened to Solid-Scape and unfortunately they have still not
recovered in India.





---- James McMurray ______________________


         instructor metals program digital design/build center


                          121 art building

                            school of art,

                              university of washington

                                seattle, wa 98195




CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is
for the sole use of the intended recipient(s) and may contain confidential,
proprietary, and/or privileged information protected by law. If you are not
the intended recipient, you may not use, copy, or distribute this e-mail
message or its attachments. If you believe you have received this e-mail
message in error, please contact the sender by reply e-mail and destroy all
copies of the original message.



-----Original Message-----
From: [] On Behalf
Of Amit Shvartz
Sent: Thursday, December 15, 2005 8:39 AM
Subject: [rp-ml] Looking for Eden 260 experiences - From Gadi Har-shai


The Eden 260 in question was installed at Poddar Co., a jewelry maker, in
India in August of 2004, over a year ago. During the period, the machine was
serviced by Objet local distributor at that time, Vectraform. Over this
period, this machine printing used over 100 kilogram of resin, which clearly
indicates that it was a good and performing machine, this material amount is
equivalent to about 1,000 printing hours!

However, due to a combination of misuse of the machine by the customer
(changing parameters, parts, moving the machine location to a new site) and
inadequate support that was provided by our distributor Vectraform, the
machine's condition deteriorated to a point it did not perform as our 400+
Objet Eden systems do around the world, and thus required Objet customer
support intervention. Our engineers visited Poddar several times for a week
each, since Vectraform simply did not show up or if did, stayed for
unreasonable short time. Since Poddar Co. rightfully refused to continue to
be serviced by Vectraform, Objet decided, and agreed with Poddar, to replace
the machine and seek another support solution. Unfortunately Poddar
infringed this agreement by shipping us back the machine, that during
transit became Total Loss, and was not insured as agreed.

Objet is committed to its customers even in unpleasant situations like that,
and will keep seeking a suitable solution to conclude this dispute. Given
our high concern for customer satisfaction a new distributor, Apsom Co. was
appointed three months ago in India to provide high level support to our
growing installed base in this region.

Rather than using the rp-ml forum for increasing the use of Rapid
Prototyping and growing the industry, we find it a pity for the above thread
to find its way to the forum.

Best regards,

Gadi Har-shai

VP Customer Support

Objet Geometries Ltd.


This archive was generated by hypermail 2.1.7 : Mon Jan 02 2006 - 08:09:24 EET