Opinion on Tech Support for Staubli

[noxcuses]

I'm considering purchasing several robots for my plant and trying to decide between Staubli and Motoman.  I have no experience with Staubli Tech Support in USA (southeast) and would like any feedback from users.  Of course the sales force says it's great, but I'd rather hear from you!  

Is the support free?  Are techs available?  Do they solve your problems in a timely manner?  Is there a language barrier?  Any other comments would be great too..

[Jim Tyrer]

I've had no real problems with either manufacturer's support, of course it also depends on the skill level of the person you are talking to, but that holds true for any robot.
Your will also find support from both manufacturers right here on this forum.

[Jim C]

First I want to make clear I am not an unbiased customer. I am an Applications Engineer with Staubli.

Support for North American (USA, Canada, Mexico, and most of Central America) is out of Duncan, SC (near Greenville / Spartanburg). We have service Techs, Applications Engineers (Programmers), spare parts, and training available from this facility.

Any parts order placed before 3:00 Pm will ship the same day (we will try if we get the order later, but..). we stock most parts. If you call for service we will try to diagnose it over the phone (this is fastest way to get you back in production), If we cannot or it is an issue you will not be able to fix your selves, we can have a technician on site with in 24 hours.

We have a 24 hour service hot line (864) 486 5429, an application line for programming support (not 24 hour) (864) 486 5480, an dedicated e-mails for service and applications (service.robot.usa@staubli.com, applications.robot.usa@staubli.com).

If down time is critical, which it is for many customers, you need to get your technicians trained and stock your own parts. We can help you that just contact us.

There are a couple of us that check this board on a more or less regular basis.

I'll climb down of off my  soap box now.

[noxcuses]

Is the phone/email support fee based or gratis?  I know any on-site support would be a T&M situation.  With "support contracts" becoming the norm..  It is becoming a huge factor in decision making process.  A midsize manufacturing plant with PLCs and robotics can easily spend tens of thousands on support fee's that may not be used.

[Jim C]

As long as you purchased the robot system from us (or at least your integrator did) the hot line and general support is free. If you purchased a used system of off e-bay, we are suppose to make you sign up for a service contract.  In most cases we don't check and simply help anyone who contacts us.

[RoboFutbol]

I have had experience with Staubli for the last 10+ years. They do as JimC says and help troubleshoot over the phone, quote part(s) needed, ship next day when possible. The only problem has been of late they are doing their best to force people to upgrade their arms from CS7's to CS8's.

I am also considering Motoman but have no experience with them.  Staubli's support is far more knowledgeable compared to Kawasaki.

How has your experience with Motoman been?

[noxcuses]

 I have no real experience with Motoman.  They are sold through distributors that may or may not give good support.  I've found it hard to get information from them.  It could be a dristributor problem though.

JimC can probably clarify why they are forcing upgrade to CS8 controllers.  I know the VAL3 laguage is much easier to use than V+ that CS7 supported.

[Jim C]

We sold CS7 systems from 1992 up to about 2003. The switch from the CS7 platform to the CS8 platform started about 8 or 9 years ago. We sold both for a couple of years. Staubli was purchasing certain components for the CS7B from Adept, the AWC cards for example. Adept stopped making them and switch to another controller design. We choose to use a PC based system instead.

The original CS8 controller was basically a CS7B with an industrial PC instead of a AWC card and VME rack. It used the same RX arms as the CS7B.

In the last year or two we have been discontinuing the RX60, RX90, RX130, and RX170 arms. The TX40, TX60, TX90, RX160, and the new TX200 are better arms. They use some version of the CS8C controller. A less expensive, smaller controller then the CS8 or CS7B.

Even when we stop selling systems, we will still provide support for 7 to 10 years and longer if we are able to get parts.

[Juggernaut]

I've been on both sides (currently a client and used to be the vendor) with one of the two companies your looking at and I have some knowledge of the other company.  Regardless, the most successful applications I have ever had experience with are those in which the user takes full ownership of the application.  The best time to leverage the support of both companies is pre-sale.  I would simply make sure you have the appropriate training and programming resources dialed-in before you make a decision.  Add the appropriate programming and design support costs (not the physical install) before you buy.  In summary, my overall goal is to have all the details sorted out before purchase and call only for broken machines. Get an Apps guy from the robot company no matter what and get an engineering contract from either the MFG or a Third Party Contractor if your going to be installing multiple machines over several months and you don't have internal resources handing programming, etc.  If you call the robot mfg or the third party in the future, it is important for somebody to have firsthand knowledge of your application and personnel if they are going to be of high value when times are critical.