Complaint Review: Ketan Automated Equipment Inc | Notice: Ripoff Report VIP Arbitration Decision: A neutral and independent Arbitrator has determined that the following Report contained one or more false statements of facts. The false statements have been redacted as ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)) | | ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration))- ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration))! Ontario California

RIPOFF REPORT VIP ARBITRATION

SUMMARY OF ARBITRATOR’S DECISION

Ketan Automated Equipment, Inc.., Complainant

v.

Anonymous, Author of Report #1098833,

________________________________________________________________________

Complainant Ketan Automated Equipment, Inc. (the “Complainant”) has challenged the truthfulness of certain specific statements (each, a “Statement”) posted by Author Anonymous (the “Author”) on the Ripoff Report website at www.ripoffreport.com as Ripoff Report #1098833 (the “Report”). The Author accused the Complainant of having no support and not being accountable. The Author did submit a response to the Complainant. By submitting a Report and a Complaint on the Ripoff Report websites, both the Complainant and the Author have agreed to submit the dispute to the Ripoff Report VIP Arbitration Program.

In accordance with the Rules, the Arbitrator was asked to decide whether the challenged Statements were an opinion or a fact. If, and only if, the Statement was determined to be a statement of fact, the Arbitrator was asked to further decided if, by a preponderance of the evidence, to determine if the Statement was true or false. If the statement identified by the Complainant is determined to be an opinion, no determination will be made as to that particular Statement because an opinion cannot be determined to be true nor false.

In this case, the Arbitrator had the evidence from both parties to consider, including the Complainant’s sworn Arbitration Statement, the Author’s sworn Response, sworn Witness Statements, and the exhibits, which primarily consisted of correspondence between the parties.

Each Statement challenged by the Complainant has been considered, together with any Witness Statements and Documents provided by the Complainant for determination of the truth or falsity of the Statement. The Author did not provide a response to the Complaint.

The Arbitrator determined that the certain statements challenged in the Report were false. Therefore, according to the VIP Arbitration Rules, those statements have been redacted.

Decided July 28, 2014

Sandra J. Franklin, Arbitrator

* A copy of the full Arbitrator’s Decision is available upon request. Please e-mail arbitration@ripoffreport.com with the name of the Complainant and Report number.

________________________________________________________________________

 

((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration))

Do not buy a labeler from Ketan Automated Equipment!

Summary: Ketan Automated Equipment supposedly tested our bottles and labels and approved a machine for them which we purchased through Busch Machinery for $21,400.  We could never get it to label more than 7 out of 10 bottles straight.  Technical support was ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)).  ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)).  After literally years of trying to get help making this machine usable, it is still just a fancy decoration in our warehouse.  It's only value appears to be as scrap metal, as none of the used equipment merchants will even make a bid on it, and it currently won't even function at all, much less correctly. [continued below]....

Report Attachments:

((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)).  Using your money as a fuel source to heat your house would be more useful than giving it to Ketan Automated Equipment, and you wouldn't be stuck with a giant, worthless contraption.

This is my odyssey of despair:

I wish I had never bought a labeler from ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)).  Our company bought a new packaging line through Busch Machinery, another company I would never do business with again.  Part of the line was a Ketan LW-250S, for which we paid $21,400.  We are a small business, and this was the most expensive piece of equipment we had ever bought.  The LW-250S is a servo wrap labeler- the bottles ride along the conveyor and the machine wraps a label around each one.  Before we received it, we sent samples of four different bottle sizes along with label rolls for testing.  ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)).  When we received the machine, one of our rolls was installed on the machine, so they had at least made a pretense of testing it.

We got the machine, and it looked amazing.  However, we had problems getting it to run correctly.  Computer controls for things like label offset often seemed to have no effect on the machine.  The machine did not even come with a manual, so I had to call repeatedly to request one.  When they finally sent me one, it was for a labeler that looked somewhat similar but had a completely different interface (ours is a touchscreen and the one in the manual was not).  Long story short, no matter how we adjusted the machine, we could not get it to consistently label straight, and the skew on the non-straight bottles was totally unacceptable. 

((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)).  I was told to talk to Ian Carver, but he was never, ever available.  I gave the receptionist my number and a message several times, but he would never call me back.  I got his email address and sent him some messages until he finally called me.  We talked on the phone about the situation, and he gave me some ideas to try, such as labeling the bottles after they were full instead of empty as we had been trying.  However, none of these ideas did us any good, and ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)).  The rest of the packaging line that Busch Machinery sold to us was full of problems as well, and we had just moved into a new building with many other issues to address, so we had to put the machine to the side and focus on other things at the time.

Things got extremely busy, and it was another eight months or so before we made another dedicated attempt to get the labeler going.  We pulled the Ketan labeler out and started working on it again.  We went through every page of the manual, checked the diagrams, experimented with all of the settings in the controls, adjusted everything possible on the machine, etc.  We were not new to labeling- we already had older two horizontal wrap labelers, so we were fairly familiar with many of the mechanics and the logic behind how a labeler works.  No matter what we tried, we could not get it to label more than 7 out of 10 bottles straight.  30% scrap is way too high.

I tried to contact Ketan again ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)).  ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)).  I sent some more emails and eventually got a response that perhaps our bottles were bad.  We do have one size bottle that sometimes does not sit perfectly flat, but the rest of the bottles always were perfectly flat, and we didn't notice anything wrong with the shape.  We experimented for weeks with every different bottle size, full and empty, without very favorable results or support from Ketan.  We don't have unlimited time to waste, and other matters became pressing, and we stopped working on the labeler again.

In January of 2013, we pulled out the machine once again.  We had decided to try it with some much larger bottles that we were weren't able to label on our other machines.  This time, I couldn't get it to power up all the way.  The buttons on the touchscreen that control turning on the conveyor and labeler functions were blacked out and disabled.  I called Ketan on a Friday and then a Monday, both times leaving messages for Ian and being assured he would return my call.  By the end of Monday he had not responded, so I sent off a testy email:

From: GH 
Sent: Monday, January 07, 2013 5:42 PM
To: Ian Carver
Subject: LW-250s

Hello Ian,

Why is it so g******** hard to get some support on this label machine?  I called on Friday and was told you would call me back.  I called today around 1pm and the woman said you would call me back.  Unsurprisingly, I have not heard from you.

We paid over $21,000 for this LW-250s when we bought it through Busch Machinery a couple of years ago, and we have never been able to use it because it can't keep the label straight on more than 7 or 8 out of 10 of our 1-4oz bottles.  I called numerous times trying to get some help.  The problem was never resolved, and eventually my calls were simply not returned.  I had to store this thing and keep using our old labeling machines because I couldn't keep wasting my time.

Now I pulled out the LW-250s last week to try to run some very large bottles that we have never used before because I thought maybe they would be stable enough to get the label to apply straight.  I don't have a machine that can do these, so I figured, perhaps this machine, which cost more than my car, might be able to at least save us the hassle of hand-labeling this small batch of bottles.  I was wrong.  Now when it turns on, the buttons to start the conveyor and the labeler are blacked out.  I can't turn either on or make any related adjustments.  

At this point I feel like rolling it down the hill.  I wish I had never bought this thing or even heard of Ketan.  However, I was unwise and did buy this machine, so now I would appreciate some SUPPORT.  Why are these buttons blacked out and how do I fix it?  I checked all the fuses I found- I believe there were six or eight of them in a row, and they were all fine.  I never even got a manual for the labeler.  I had to beg for one and I was sent the manual for the K200 instead which has a totally different interface.  What kind of BS is that to get a $20,000 + machine and no manual or support??  If you actually have a manual for this machine, I would appreciate a copy of that too.

GH

 

On 1/7/2013 8:05 PM, Ian Carver wrote:

GH,

I did not receive any message today and will check with the office tomorrow.

Attached manual.

Looking at the pictures my best guess would be that the back up battery in the unit has discharge and needs replacing. If you check the main Danaher module on the left side of the electrical panel to see if the amber light is flashing a code.

If it is a battery problem the amber light will flash 6 times pause 2 times pause then once it is a battery problem.

I am on the road in the morning tomorrow but should be back late afternoon feel free to call and discuss.

Ian

 

This time I was able to get a hold of Ian on the phone.  He finally emailed me a manual that covered our machine's interface and told me that I might need to replace a battery in one of the Danaher modules.  He also put me in touch with Ken Schultz, the CEO of Ketan, to talk about the issues we had the machine never labeling the bottles straight.  I explained to Ken that I had been trying to get this machine to work properly for a couple of years and that it had been very frustrating trying to get any kind of support.  Ken expressed regret that I felt that way but basically told me that Ketan had always been there ready to support me, which was ridiculous.  He told me that he had never heard of any problems with our machine and asked me to send samples of all of our bottles so that he could evaluate them.  He mentioned that perhaps the labeler needed a three-roll system to stabilize the bottles.  I was annoyed at the first part of his response which was essentially that I must not have really tried to get contact them since they were always there to help, but I was happy that someone from Ketan was offering to do something.  I sent him samples of our bottles in early January and saw that they were delivered the next day. 

I expected to hear back from Ketan within a few days or maybe a week.  Wrong! A week went by, then two.  I sent an email to Ken.

On 2/1/2013 1:44 PM, GH wrote:

Hello Ken,

I sent samples of our bottles and labels two weeks ago but have not heard anything from Ketan.  Have you received and looked at them?

GH

 

Another week went by with no response, so I sent another email.  I was also calling, but he was never available, of course.

From: GH 
Sent: Thursday, February 07, 2013 4:38 PM
To: Ken Schultz
Cc: Ian Carver
Subject: Re: Bottle samples

Ken- did you receive my bottles and labels and are you planning to do anything with them so that my labeler might become something more practical than a $21,000 display piece?  You seemed very concerned when we talked on the phone about our problems with the machine, but I haven't heard a word three weeks after sending our samples in.

GH

 

I got a response that day.

 

On 2/7/2013 5:08 PM, Ken Schultz wrote:

GH,

Sorry- i did receive them and will take a look at them tomorrow morning
We have been finishing projects from last year end rush and it has been a little crazy
I will get back to you tomorrow

Kind Regards,

Kenneth Schultz
Ketan Automated Equipment, Inc.
1451 South Cucamonga Ave
Ontario, CA 91761
PH (909) 930-0780
Fax (909) 930-0945
www.ketanautomated.com

 

Time went by, and Ken did not respond.  I called and left messages, but received no response.   Meanwhile, I found the Danaher module in the labeler and located a manual online, but it was going to be a hassle to get it out and replace the battery, and there was a good chance the labeler would still not do me any good.  I ordered the batteries so I would have them when I had a little more time to work on it.  Unfortunately, our warehouse is not large enough to always leave out large pieces of useless equipment.  Once again, we put the labeler away to focus on more pressing matters.

Seven months later, in September of 2013, we had a new bottle that we could not label in our existing equipment.  I decided to try replacing the battery in the labeler per Ian's suggestion and trying to get it to work with the new bottle.  I could see that the battery was dead because the Danaher unit was flashing a diagnostic light that indicated a dead battery.  I followed a Danaher manual's instructions and replaced the battery successfully.  I turned on the labeler, and the conveyor and labeler function buttons were still disabled.  I sent an email to Ian, to which he never responded.

From: GH 
Sent: Thursday, February 07, 2013 4:38 PM
To: Ian Carver
Subject: Re: LW-250s

Hello Ian,

I finally replaced the 3v battery in the Danaher MMC because I have a bigger bottle that I am hoping will work in this machine, unlike all of our others.  The Danaher MMC was flashing the battery code before in the D light on the front.  Now it is no longer flashing any error code, but the buttons for the conveyor and labeler at the top of the LCD are still blocked out, the same as before.  Why else would this happen?

GH

 

The same day, I remembered that I had been waiting for Ken to evaluate our bottles and tell me how we could make this labeler work.  I was very irritated.  I sent him an email.  In the ensuing conversation, I refused to talk to him on the phone so that there would be a written record of everything. 

The long story short is that Ken completely denied any responsibility for any problems we had with the machine, despite the fact that they had tested it with our bottles and labels and approved them before we bought the labeler.  He feigned ignorance of what our problem was as if I had never explained it before.  The labeler doesn't label our bottles straight!  How hard is that to remember?  He continued trying to get me to talk by phone, ostensibly so that he could continue feigning ignorance in the future and blaming me for not explaining things to him or following up. 

He blamed the problems all on our bottles being out of round.  This is ridiculous because in our older wrap labelers, the labels are applied perfectly straight when the machine is tuned in.  We have one bottle size that is not very flat on the bottom and can wobble when empty, so I would understand if it had problems with that bottle, but the rest of them are very good quality and even the bottles that aren't perfectly flat are still round enough to have the labels applied perfectly straight.  The problem is not our bottles, and if they think it is, why would they test our bottles and labels and this machine for us?  Whose fault is that?

((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)).- ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)), no offer to trade our machine for something that would actually work, no offer to buy it back, no offer to fit it with a three-roll system to stabilize the bottles.  Not even an offer on a discount on parts/services to make the machine work properly with our bottles.  He did not even offer an apology!    

His only proposal was to fit a three-roll system on entirely at our expense.  ((Statement REDACTED as false pursuant to Ripoff Report VIP Arbitration)) and never received anything approaching adequate support, I thought it would be a bad idea to give them more money and just hope that they would install something useful and also suddenly start caring about us enough to actually answer emails and phone calls.

During this time, I was also copying Ian on each email, hoping that he would at least give me some ideas about why the conveyor and labeler functions were still not enabled after replacing the battery.  Unsurprisingly, he never responded.

In closing, I wrote this to warn other potential customers about Ketan.  I have had a horrendous experience with them, and I don't want anyone else to get suckered by them.  I was much less experienced with packaging equipment when I made this purchase and much more naive about the possibility of getting a completely useless machine with absolutely no support at all.  DO NOT BUY FROM KETAN AUTOMATED EQUIPMENT! 

The entire final thread is below:

From: GH 
Sent: Wednesday, September 25, 2013 3:59 PM
To: Ken Schultz
Subject: Re: Bottle samples

Dear Ken,

I've pulled out our LW-250s once more.  Now it's been over seven months since I sent you sample bottles and labels, and I've never heard anything back from you about them.  We paid Busch Machinery $21,000 for this labeler that can't seem to label any of our bottles reliably, and you can't even bother to test our bottles to come up with a solution as you promised?  Did you ever even look at our bottles?  Why do you not follow through on your promises?

GH

 

On 9/25/2013 9:55 PM, Ken Schultz wrote:

GH,

 

I thought we had spoken last on a thee roll system
Did not hear anything for a while so was not sure where it was
We did review your bottles and they are not of good quality
A three roll system would be much better for accuracy due to issues with molds and varying diameters

 I am not sure what issues you are having but I am guessing accuracy

If you would like to discuss- you are welcome to call

Kind Regards,

Kenneth Schultz
Ketan Automated Equipment, Inc.

 

-------- Original Message --------

Subject:	Re: Bottle samples
Date:	Thu, 26 Sep 2013 11:23:28 -0700
From:	GH
To:	Ken Schultz

 

Let me get this straight.  You are telling me that the machine will not be reliable because our bottles are not good quality.  When we ordered this machine through Busch Machinery in 2010, we sent samples of our bottles and labels to them for testing.  I know they sent them to Ketan because when we received the machine directly from Ketan, one of our rolls was loaded onto the machine.  Somehow your company missed which direction our labels were wound in, and you sent the machine set up for the opposite way without saying anything.  We also did not hear anything about our bottles not being good enough to run in this labeler.  We got lousy support when I called and tried to get questions answered, and eventually my calls just weren't returned.  When I brought up these issues again earlier this year, you told me about how a three roller system might be necessary and to send you sample bottles.  I sent you lots of samples and then didn't hear anything back.  I followed up with you two weeks later and you said you would look at them the next day and get back to me.  I never heard from you again until now.  

Given that you received sample bottles and labels before we purchased the machine- why would you not say anything about the quality of our bottles being a problem then?  Why is it that you only discovered the bottles are supposedly the problem after we paid for the machine?  These are the same exact bottles.  Either you did not test the bottles then or they are not the problem now. Why have you done nothing to help us make this expensive machine work?  Do you think that is a good way to do business?

This is what I want from Ketan within 30 days:

1) Either make our labeler work reliably with our bottles by retrofitting it with a three roll system or whatever it takes at no cost to us

or

2) Take this machine back and give us a refund.  We paid $21,400 for this machine.  I will consider accepting the amount you charged Busch Machinery if I see reasonable evidence.

 

On 9/26/2013 12:04 PM, Ken Schultz wrote:

GH

 

Cal me if you like to discuss 

Sent from my iPhone On Sep 26, 2013, at 1:09 PM, GH wrote:

Hello Ken,

No, thank you.  I prefer to keep this all in writing.

GH

On 9/26/2013 2:09 PM, Ken Schultz wrote:

GH

Ok

Ian available if you like to discuss

 

For any financial considerations you will have to speak to who you purchased it from as I have no record of you purchasing from us and do not show any monies paid to us for the equipment

 

With regards to us doing any modifications or trade ins

I am available should you decide to discuss further

I can get you a proposal when ready

Regards

Ken Schultz

CEO/ketan

 On Sep 26, 2013, at 3:09 PM, GH wrote:

Ken,

Ketan is the manufacturer of the machine.  Ketan tested it with our bottles and labels.  Ketan shipped it to us.  Ketan is has consistently failed to support us with the problems we've had.  

I am holding Ketan accountable for this machine, and I am not paying any more money to get this machine working the way it should have worked from the start.  If it wasn't going to work with the bottles you were sent, you shouldn't have sold it to us.  Fix it or take it back.

GH

 

On 9/26/2013 4:42 PM, Ken Schultz wrote:

Completely false GH

You will have to take it up with your. Seller regarding your products 

 

This will be my last exchange with you

I have told you if you want to call and discuss several times

If you need to make any more legal threats towards us I just send your correspondence and I will give to the appropriate people

 

Ken

Sent from my iPhone

 

On Sep 26, 2013, at 5:42 PM, GH wrote:

Ken,

Completely false?  These are all factual statements.

1) Ketan is the manufacturer of the machine. - True.
2) Ketan tested it with our bottles and labels. - True. 
3) Ketan shipped it to us. - True.
4) Ketan has consistently failed to support us with the problems we've had. - True.  

Why is it that you would need me to call you in order to discuss this?  Why would I waste my time?  I called you before, and all I got was a promise to evaluate my bottles which you never followed up on.

As I said, I am giving Ketan 30 days to remedy this situation to our satisfaction.  Hopefully you will be reasonable and do the right thing by either fixing or taking back this machine.

GH

 

On 9/26/2013 6:02 PM, Ken Schultz wrote:

GH

 

As far as taking it back

You have to take that up with the company that sold it to you
We never received any monies from you

As far as helping with issues u are saying you have
Tale videos or describe to me what they are
With that info we can prescribe a potential solution for you

We will of course charge for any service as any company would 
I saw your attachment and the machine was sold by a reseller over three and a half years ago

If you want us to help the first step would be to describe what the issues are 
I can see from the bottles you sent us a few months ago that some of th are out of round

There might be some products you run that are ok or we may be able to make some different belts for you
We can try and help but you are coming at us with legal threats for a machine that we did not sell you

I am not going to go back three years to examine the sales process of the reseller
It is there responsibility to fit you with the right equipment

If you want some help
Explain in detail the issues
Be specific about the machine and what you are seeing in production please don't just tell me it does not work

If you want to go an alternate route asking us to take it back etc
You will have to communicate with your reseller
We don't have any of your monies for this unit

I hope this helps

Ken

  

On Sep 26, 2013, at 6:34 PM, GH wrote:

Ken,

What does this machine say on the side?  It says Ketan.  You are the manufacturer.  It's your product.  I'm taking it up with you.

Describe the issues?  I already described the issue to Ian when we were first trying to get this machine to work.  He made a few suggestions, none of which rectified the problem.  When I kept asking questions, my calls simply weren't returned any longer.  I again described the issue to you at the beginning of this year.  You know what the issue is-  We have never been able to get the machine to label more than 7 out of 10 bottles straight.  You already mentioned a three roller system and asked for bottle samples to evaluate.  You already know exactly what the issue is.  The question is why did you not see any problems with our bottles when testing before shipping the machine, and after we have the machine, you claim that the problem is with our bottles?

Yes, Busch Machinery is a terrible reseller, and I would never again give them a dime.  But this is your machine, and as you tested it with our bottles, subsequently shipped it to us, and failed to support us, it is your responsibility to make this right.  I believe any reasonable person would agree.

GH

 

On 9/26/2013 6:59 PM, Ken Schultz wrote:

Ok sounds like the products may be an issue

We did not have all your bottles but if that is the main issue it sounds like you may want to talk with the manufacturer of the components or search for alternate supplier

A wrap system whether it's from us or anyone else needs products that are of good quality with regards to cylinder shape as well as bottm mold and wall thickness

You being a production person with experience should know that

As far as us shipping which you keep mentioning for some reason

We may have dropped it off for them as they may have paid us as carrier

What does this have to do with anything?

Bottom line is it is well known in this industry that you need to have quality cylinders to run on a wrap

I am sure you discussed this with Busch before you purchased the system

I will still try and help you but if you feel you want to come at us lets STOP wasting time

I think you will find that we do not sell consumer products

We sell automated equipment that the buyers should know what they are purchasing or at least have discussed all concerns with there salesperson with regards to there products

We were not your sales people but my suggestion would be to try and get a good bottle and see how that performs

Talk to your vendors and see if they can help

Anyway

I've tried to help you

Any further communication you have with regards to pointing fingers or legal so to speak

You need to take up with your seller

If you believe otherwise then you need to do what ever you feel is pertinent

Sent from my iPhone

 

On 9/27/2013 9:51 AM, GH wrote:

Ken,

Why is it so hard for you to take any responsibility? 

"I will still try and help you but if you feel you want to come at us lets STOP wasting time"
How have you tried to help us in any way so far?  You haven't offered to do anything but perhaps sell me something else.  I've had this machine three years, and I have never gotten any useful help from Ketan.  I've been ignored, phone calls not returned, issues not followed up on, and then you pretend that you've been trying to help.  When I talked to you on the phone at the beginning of the year, you told me several times that you were there to support us, and then you did absolutely nothing, not even following up after I sent you sample bottles.  At the moment, I can't even get the machine to run at all because the buttons on the screen for the conveyor and labeler are blacked out.  Ian previously suggested that I replace the battery in the Danaher MMC, which I did, and it still won't start.  I emailed Ian about it on Wednesday, and unsurprisingly I have again not received any help.

As far as what you keep harping on about our bottles being of low quality- first, you should have brought that up when you tested them, and yes, we did send all of the bottles.  Second, our 4oz bottles are not great quality- the bottoms are often not perfectly flat so they rock a little bit when they are empty.  I completely understand if those don't label well on this machine. However, our 1/2oz, 1oz, and 2oz bottles are very good.  The bottoms are always flat, and the bottles are round.  I find it difficult to believe that those bottles are the reason the machine is unreliable.  I think that is a convenient but flawed excuse.

How are you going to help us?  What concrete action will you take immediately to help us? 

 

On 9/30/2013 2:36 PM, GH wrote:

Ken,

I haven't heard back from you.  What are you going to do to help us?  I haven't even heard back from Ian for the message I sent last Wednesday about why the labeler and conveyor buttons are still blacked out after I replaced the 3v battery in the Danaher MMC.  Right now the machine won't even start, let alone label anything straight.  Why is this happening? 

 

On 10/1/2013 2:17 PM, GH wrote:

Ken,

Still waiting to hear back how you are going to help us.  Telling me how to get the buttons for the label and conveyor functions to light up would be a good start.

 

On 10/2/2013 3:48 PM, GH wrote:

Ken,

I still have not received any kind of help from you or Ian.  Why are the buttons for the conveyor and labeler blacked out on the touchscreen?  When I press the "Support" button on the lcd, it gives me Ketan's address and phone number?  Was that a mistake?  So far I have not received any support.  How much money does someone have to spend with Ketan to get an answer on a question like this?  This machine cost over $21,000, and I've also purchased a $10,000+ Hitachi coder directly from Ketan, so I think that entitles me to some technical support and some accountability from your company. 

GH

That email was the last I sent to or received from Ketan.