I ASK EVERYONE TO PLEASE RESPOND TO THIS POST so that I can forward it to the people that need to hear it, and that can hopefully help promote a much needed change.
As I am sure we are all aware of the situation regarding the material handling industry and each manufacturer having their own software and passwords, and if you are not aware of it you will be affected by it sooner rather than later probably. (Read below for a little more information regarding it, if you are unfamiliar).
I am in the process of puting this together so that I can bring it to MHEDA (Material Handling Equipment Distributors Association) and other associations I feel could help resolve this issue, to see if we can get a much needed change in our industry. Some may agree with this and some may not but the truth of the matter is that we all continue to hurt ourselves and probably the customer the most by the way we are doing things.
Currently, most, if not all manufacturers' have set up their own software programs, cables, handsets, cords, pass codes etc. to work on their machines, now some of them work on another make or model occasionally but for the most part they are specific to that manufacturer's machine. The problem with this way of doing things is that it is making it increasingly difficult for a customer to choose who they would like to work on their equipment. With most of the dealers in my area refusing to sell the handsets, software, give pass codes etc. I understand the need for making money and I understand the benefits of not giving that software/information to your competition/customer that may do their own repairs. But my bottom line is this: The customer should have the choice of who they want to have service/repair their equipment and should not feel like they are not given a choice of who they can use by only being able to use the dealer no matter what they charge, or what customer service experience they offer etc. I have personally spoken with several customers that do not want the dealer of their make/model of equipment on their property at all (even going as far as paying other people to do non software needed work on their machine when it is under warranty even though they could have gotten their machine fixed for free). Then there are others customers that have stated to me that right now they are struggling badly and cannot afford to have the dealer of their machine do the work because they are the most expensive in the state but cannot find anyone else that has the software etc. so they feel they have no choice. Even others that cannot afford the 3 or 4 day (or sometimes longer) wait time to have the dealer of their specific machines come to repair them.
There are a lot of ways/backdoors to get the software, cables, handsets, passwords etc. that you need but it isn't always possible and it wastes time and causes un-needed frustration. I've spoken with several dealers that are torn on this because in some of their locations it benefits them because they have the majority share of the market and in other locations it hurts them.
I am not saying there are not a lot of factors involved in the way things have been done so far: liability, legality etc. But there has to be a way that we can change this for the better (like the automobile industry has) I think the main difference between us and the automobile industry is that there are not 5 material handling dealers for the same machines (ex: Hyster, Toyota etc) within the same territory or just down the street from each other. There is typically only one Material Handling dealer per make per state/territory and if a company's corporate sends a certain make of machine or if you just like the quality of a certain machine better than the others and you do not like the dealer for that machine in your territory you should not feel that you have no choice but to use them.
Bottom line the automobile industry tried to keep the software and password proprietary in the beginning and it worked until people like all of us (small businesses, independents, customers, etc) stood up and said 'enough'. And now I am saying: 'enough.' Will this affect my business in a negative way... yes it will, will it affect my business in a positive way... yes it will, but the bottom line is the customer should have the ability to choose who is right for the repair of their machines. I shouldn't, as a dealer, get to choose and neither should any other dealer or manufacturer.
My entire goal for this, is for it to be a main topic that we can all get together about and find a better solution for all of us and for the customers.
Print and send this (or refer them to this posting) to as many people as you know (customers, mechanics, independents, dealers, etc.) so that everyone is aware and able to hopefully help make a change in our industry.
I appreciate your time and look forward to your responses, There is alot of people effected by this and if we come together we can make a change.
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That is the problem. No one is holding the manufacturers and dealers to the same rules. Some of the software, cables, handsets, passwords etc. can be a couple hundred dollars and some are multiple thousands and everyone has different criteria as to who can buy what and most require you send a letter to the manufacturer stating things like how many machines you have and what the serial #'s are, the reason you want it (I think this is the funniest of all. Why I want it... well let's see, maybe because I want to fix mine or my customer's machines) and pay for training, and then I have to wait to see if they decide to approve me ( that's right, apparently the manufacturers get to decide if you are approvable or not to sell to). Why is it then that the excuse is to meet CARB etc. that anyone can go on the internet and buy the spectrum software and tinker with several of the manufacturer's systems. If I buy a machine I should have the right to have anyone I want including myself be able to repair that machine , now if I try to repair it and screw something up then I guess that is my fault and I just voided the warranty and that is the same way it is in the auto industry.
The electric machines are in the same situation and it isn't even because of CARB reasons. So I would actually like to know what the justification is behind these machines if it isn't for CARB reasons, and that is exactly why I have started this, so that hopefully we can get some changes and some answers and make it an even playing field.
Bottom line: the truth is this, our industry tends to follow the auto industry so it is just a matter of time before what I am attempting to do here will come to pass. The only question is: will it start to happen now, or will it be in a couple years and make things more difficult to do and have more drastic effects on everyone's business'
in 2002 to 2004, when tier 1 and then tier 2 Carb regulations were first implemented for "large spark ignited engines, above 25 horse power", (which is how the regulation addresses forklift motors), I know the Technical communicators and trainers working for MCFA dealers addressed this same subject and concern with MCFA service engineering management.
There was no real clear directions from MCFA, at that time, that said any thing like "only dealer techs can have this software", only that the reasoning had to do with the C.A.R.B. regulation's definitions of "tamper proof" and the regulations requirements for the manufacturers to only allow properly trained and certified as competent people to repair and replace components, to insure compliance with specifacions for the required time frames and that the components would be -correct- fit, not "will fit".
It is my understanding that since that point, other manufacturers, or their dealer principals, had defined the regulation considerably more narrowly, and so other dealers had followed suit, with an abundance of concern to correctly follow the regulation and "industry standards".
I am also pretty sure that the pricing from the OEMs for the required training, software and cabling is not so much "what the market will bear", as it is a normal % markup from what the vendors charge, in other words, what it costs the OEM to provide. Consider how much Microsoft gets for a DVD. The DVD and packaging may only cost 4 US dollars, but they justify $400.00+ for "Office" applications based on the expense of the creation of that same software, and they are selling hundreds of thousands, not hundreds like a forklift OEM.
I would also like to make a note that not all manufacturers have the same rules, but I know that MCFA had a design requirement that only a very minimum amount of items require the software (etc.) for repair, only those items that would effect the safety or emissions components require the software, even the fault codes can be retrieved and most of them cleared without the software, that the software (etc.) does not really "fix" very much. having the software and cabling does not replace good understanding of the systems, and by no mean is a panacea.
Just because it has a place to hook up a computer does not mean that only with a computer or even that you need a computer for you to fix the forklift.
I would also note that this problem (dealers not willing to sell compition cables to access the controls of the truck) did NOT start with CARB, and had existed in some brands of electric forklifts for years before 2003, when tier 1 carb became effective
i am very happy to see someone attempting to resolve this nightmare. i will personally pass this on to every industry contact i can think of and would be glad to contribute to any legal action that may be available. my hat is off to you sir....salute....
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