Optical Dynamics Equipment Support, an Interview with John Dippold, VP Operations

Proper software upgrades often are the bellwether of operating machinery in today’s markets, and this holds true with the nanoCLEAR AR Unit  from Optical Dynamics. “We find that most repairs are done over the phone, and the internet remotely, in less than a few hours.  We’ve had miraculous results with customers in Jumping house for sale remote parts of the world, including Ghana, and Kazakhstan,” says  John Dippold, VP of Operations.   Diagnostics done through an internet connection allows for reading on temperature, speed, recipes, and other internet activity where malware may have been accidentally downloaded by the client.  In the rare instances, where software solutions do not work, Optical Dynamics sends out a loaner unit.  “We pride ourselves on most repairs being under a week, and they can send back the loaner when their own unit is back in their lab,” according to Dippold.

“Service is not always language-based.  We find that with the science and technology available today, most machines will not have a major breakdown until they have been in service for years.  Sometimes wear and tear will cause a wire to break, but by and large many casting machines we’ve sold over the years  are still in service from  1999,” he added.

The one-year service warranty alleviates any headaches about technical support, and operational issues on the front end.  General cleaning is a must for maintenance, and some optometrists prefer to have a deep annual cleaning of the machine done at Optical Dynamics.  When a machine does breakdown, Optical Dynamics will sell a warranty to assist in any further breakdowns as an option, before or anytime castillos hinchables after the repair.  “It’s like a car.  Our optometrists who use the 2100 system know to listen to its sounds, and message displays.  In some cases, customers can catch an issue before an alarm within the system goes off, like a spin motor issue now and then,” Dippold offers. The color of the finished lenses from the system can sometimes show subtle changes that are a tipoff to a brewing issue as well.  “Sometimes we see software updates needed, when the color of the lenses has changed ever so slightly.  Software does not automatically update, so this is an area where we rely on the optometrist to seek updates are read in our blog or alerts that one is necessary,” according to Dippold.

Optical Dynamics handles all issues through live contact by phone, eliminating the process of endless email.  The company believes that all technical support should have a real human being sticking with the optometrist and his lab technician until satisfaction has been achieved.  “We want you to have a personal relationship that you can rely on, unlike the large players out there that have a bureaucracy approach that you have to work through first.  We build the equipment, so we know it,” Dippold cites.

The biggest drag on the Q2100 system leading to a repair remains the lack of daily maintenance.  Where office are extremely busy or extremely light, there is a tendency to avoid regular cleanings, and so, Optical Dynamics has created its own checklist to assist end users.

“I could blindfold my techs, and they could put a Q-2100 in parts back together—I have that much confidence in their abilities,” points out Dippold.