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View Full Version : Eagnas-- Bad news bears


alidisperanza
02-26-2012, 12:58 PM
I've been using an Eagnas machine now for years and have always been happy with it. I've strung countless racquets without issues. Recently, I tried to change the tension on the linear gripper to be a bit more gentle on strings. All one has to do is screw in a screw with a spring at the back of the tension head to act as a stop so that the grippers can't close anymore.

Although a terrible picture, you can see what I'm talking about below
http://www.eagnas.com/jpgd/mcranop6.jpg

I've tried this in the past but the screw seemed to be stuck and I simply gave up. Long story short, on my most recent attempt the screw wouldn't budge again so I tried with a longer screw driver, and eventually a drill. The screw was made out of such cheap material that it not only stripped but it snapped off flush with the back of the tension head.

Ok-- no big deal, I figured I'd call the company. After a tedious process of having to explain what part I was talking about (even though I referred to it directly by it's appropriate name) I was told A) That it's entirely my fault since it's impossible to snap a screw and B) To go to a hardware store because they didn't have any parts-- everything came directly from the factory. It states explicitly on their website

"We stock all kinds of spare parts for all the Eagnas brand stringing machines. Since 1985 we import and market the Eagnas stringing machines in the United States market. We still keep the spare parts to service those Eagnas stringing machines sold since 1985."


Secondly, I've been wanting to upgrade my machine with a constant pull so I asked if they sold electronic tension heads separately. After another struggle, I finally expressed which part I wanted. The guy wanted to charge me 268.00. Normally, this wouldn't be too expensive for an electric tension head (compared to the 500.00 Wise) but I pointed out that one of their machines with the tension head already mounted was actually cheaper than the price he had quoted. Seen here (http://eagnas.com/hawk20e.html) I was subsequently told "So then buy the whole machine. If you don't like my price, tough for you, go somewhere else."



Now, I understand that Eagnas is not a top competitor in the market. I understand that they make machines at a fraction of the price but as a loyal and long term customer, I was really surprised to receive this treatment especially since I've defended them for years as an economical company. What would it take for the company to send me a simple screw? I would have gladly paid for the shipping/ cost of it. I suppose the moral of this story is you get what you pay for...:(

jim e
02-26-2012, 02:26 PM
If the screw is still in the unit snapped, you can get a rotory type tool like a Dremel moto tool and place a small burr to it, and cut a slit into the center of the snapped screw being careful not to knick the walls of the threads of the screw opening. Once you have a nice deep slot, then take a good screwdreiver and try to turn it out, then take the tension head to a store like Lowes and get the proper screw.

Too bad people have to put up with such poor customer service.
At least your issue seems like it can be resolved yourself hopefully.

gmatheis
02-26-2012, 02:29 PM
He did you a favor ... the last thing you want is a cheap electric pull from Eagnas.

alidisperanza
02-26-2012, 03:00 PM
If the screw is still in the unit snapped, you can get a rotory type tool like a Dremel moto tool and place a small burr to it, and cut a slit into the center of the snapped screw being careful not to knick the walls of the threads of the screw opening. Once you have a nice deep slot, then take a good screwdreiver and try to turn it out, then take the tension head to a store like Lowes and get the proper screw.

Too bad people have to put up with such poor customer service.
At least your issue seems like it can be resolved yourself hopefully.


Yeah, I'm not worried about the screw being in there-- I can get that out no problem. It was just unfortunate for something that should be able to be manipulated by hand-- I had to take a high torque drill to it to even move the threads 1/2 cm.

He did you a favor ... the last thing you want is a cheap electric pull from Eagnas.

Haha, yeah, that's what I figured in the end. I was looking at different tension heads and was like... uhhh...nvm. Lockout works just fine.

Fearsome Forehand
02-26-2012, 03:04 PM
Ok-- no big deal, I figured I'd call the company. After a tedious process of having to explain what part I was talking about (even though I referred to it directly by it's appropriate name) I was told A) That it's entirely my fault since it's impossible to snap a screw and B) To go to a hardware store because they didn't have any parts-- everything came directly from the factory. It states explicitly on their website

"We stock all kinds of spare parts for all the Eagnas brand stringing machines. Since 1985 we import and market the Eagnas stringing machines in the United States market. We still keep the spare parts to service those Eagnas stringing machines sold since 1985."


Secondly, I've been wanting to upgrade my machine with a constant pull so I asked if they sold electronic tension heads separately. After another struggle, I finally expressed which part I wanted. The guy wanted to charge me 268.00. Normally, this wouldn't be too expensive for an electric tension head (compared to the 500.00 Wise) but I pointed out that one of their machines with the tension head already mounted was actually cheaper than the price he had quoted. Seen here (http://eagnas.com/hawk20e.html) I was subsequently told "So then buy the whole machine. If you don't like my price, tough for you, go somewhere else."

Now, I understand that Eagnas is not a top competitor in the market. I understand that they make machines at a fraction of the price but as a loyal and long term customer, I was really surprised to receive this treatment especially since I've defended them for years as an economical company. What would it take for the company to send me a simple screw? I would have gladly paid for the shipping/ cost of it. I suppose the moral of this story is you get what you pay for...:(


At least, he didn't tell you to go screw yourself. :)

If a screw won't budge, don't resort to a drill (or TNT), spray a little WD40 on it. Generally, it will solve the problem.

Victor is infamous for being the Soup N a z i of the stringing machine industry. I will say, in my few dealings with Eagnas, all went well, but many people have stories similar to yours. If fact, there was, and perhaps still is, an entire section of maxline's website devoted to ridiculing "bad strangers" who ask stupid questions about parts, etc. You are a lucky he did not say, "No Parts for You !!! Come back two years !!!!"

I think he is right about the screw though. I would go to your local HW store and pick a screw that will fit the gripper. There is no margin for him in selling a screw; it isn't worth his time.

Not a big fan of electronic tension heads myself. If your mechanical one is working well then why drop $500 for a Wise if you don't need to? It isn't going to make you play any better.

scotus
02-26-2012, 03:08 PM
When dealing with Eagnas, see if you can contact Michelle if she still works there. She has the kind of disposition that Americans usually expect from a sales person or a customer service representative.

Kevo
02-26-2012, 08:12 PM
Yeah, I think if you buy an Eagnas machine you need to be prepared to service it yourself. I did get them to send me a replacement bearing once, but the replacement was just as crappy as the original. I ended up ordering a replacement from a hardware place online. That part was very good. Also had to replace some junk screws on the linear gripper and the ones from the local hardware store were much better.

SFrazeur
02-26-2012, 08:40 PM
Yeah, I think if you buy an Eagnas machine you need to be prepared to service it yourself. I did get them to send me a replacement bearing once, but the replacement was just as crappy as the original. I ended up ordering a replacement from a hardware place online. That part was very good. Also had to replace some junk screws on the linear gripper and the ones from the local hardware store were much better.

Good way of looking at it. Eagnas can afford low prices due to its lack of a Customer Service Department.

-SF

alidisperanza
02-26-2012, 10:41 PM
At least, he didn't tell you to go screw yourself. :)

If a screw won't budge, don't resort to a drill (or TNT), spray a little WD40 on it. Generally, it will solve the problem.

Victor is infamous for being the Soup N a z i of the stringing machine industry. I will say, in my few dealings with Eagnas, all went well, but many people have stories similar to yours. If fact, there was, and perhaps still is, an entire section of maxline's website devoted to ridiculing "bad strangers" who ask stupid questions about parts, etc. You are a lucky he did not say, "No Parts for You !!! Come back two years !!!!"

I think he is right about the screw though. I would go to your local HW store and pick a screw that will fit the gripper. There is no margin for him in selling a screw; it isn't worth his time.

Not a big fan of electronic tension heads myself. If your mechanical one is working well then why drop $500 for a Wise if you don't need to? It isn't going to make you play any better.

WD40 and a silicone based lubricant wouldn't do anything. It was as if this screw were welded into place. I've never seen anything like it. As for that section, it's still there! As for the replacement-- I'll deal. I've been stringing the same way for too many years now to change. The only real reason I would need to change it is for gut and when I string for customers, I use my friends' Prince 5000 just to make sure the string isn't damaged.

As for the electronic tension head-- I'm not a big fan of electronic machines either, I just figured what the heck, let's see what it would cost me to "upgrade".

When dealing with Eagnas, see if you can contact Michelle if she still works there. She has the kind of disposition that Americans usually expect from a sales person or a customer service representative.

Thanks for the advice-- normally I don't have an issue dealing with foreigners (I'm practically one myself) but this was just downright rude.

Yeah, I think if you buy an Eagnas machine you need to be prepared to service it yourself. I did get them to send me a replacement bearing once, but the replacement was just as crappy as the original. I ended up ordering a replacement from a hardware place online. That part was very good. Also had to replace some junk screws on the linear gripper and the ones from the local hardware store were much better.

Sounds like a plan. I'm not afraid of getting a little grease on my fingers.

fortun8son
02-27-2012, 12:05 AM
It might have gotten cross-threaded.
If a new screw doesn't work, you may have to re-tap the threads.
Micro Mark has some great mini tools including taps/dies.

scotus
02-27-2012, 12:50 AM
I myself made the mistake of ordering a pair of grommet grinders from Eagnas. I thought this was just a some sort of threaded awl. How can anyone mess it up? So I thought I'd save some money and take a chance on Eagnas.

It took forever for Eagnas grommet grinder to take a single grommet off, and then it wouldn't work anymore.

Frustrated, I ordered a RAB from TW. A few twists and the grommet comes off. What a difference! You can actually see the difference in quality.

Lesson learned.

fortun8son
02-27-2012, 12:56 AM
My Eagnas grommet grinders work fine.
Their QC leaves a lot to be desired.
As does their customer service.

alidisperanza
02-27-2012, 08:32 AM
It might have gotten cross-threaded.
If a new screw doesn't work, you may have to re-tap the threads.
Micro Mark has some great mini tools including taps/dies.


Yeah, it crossed my mind. We're pretty handy in this house so I've got all the stuff I need to do it.

Re grommet grinders; Home Depot ftw! I believe they sell "awl rasps"