Stone companies in the UK who have bought robot arms feel let down on the support they say they were led to believe they would receive on the still developing technology.

StoneMasters in Middlessex, who bought an HTM Robosaw rather than the Robostone that other UK customers have bought, have started legal action against suppliers Harbro. Other customers say they are considering it. They all talk of problems with the machines.

The first robot delivered to J Rotherham Masonry in Yorkshire had to be replaced. They say the replacement has still not been commissioned to the specification they wanted and the software development they say they were promised has not been forthcoming.

Richard Huntington, Rotherham’s Operations Director, told NSS: “The capabilities of the robot have only been enhanced by the capabilities of J Rotherham Masonry, not the suppliers or the makers.

“We have developed the software so the robot is nearly as good for worktops as a CNC workcentre. What we need is the support of the suppliers to develop the software around the work we have done.”

He adds: “I can’t really say Harbro have done an awful lot wrong, but they haven’t done an awful lot right. All we’re looking for is genuine, honest support from our suppliers.”

A problem has been the breaking up of the original supply chain.

In Italy, F.lli Terzago, one of three partners who established HTM, left to set up T&D Robotics. HTM have subsequently been taken over.

In the UK, James King, who left Bavelloni to join Harbro to sell high technology machines, left Harbro first to represent HTM in the UK and now T&D Robotics.

The UK masonry companies who bought the robots feel they have suffered as a result of the changes.

Rob Parker at Stone World in Oxfordshire says he has been left for weeks at a time without being able to use the machine because of problems with the head and the software. And because he had used T&D through James King to resolve one of the problems with the head, he says HTM were not helpful when it came to software problems because they said another company had worked on the machine.

Harbro, in Co Durham, declined to comment when contacted by NSS.

James King, who has established a company called High Technology Machines UK Ltd in the West Midlands, said: “It’s become messy. What we’re trying to do is support the original customers – we’re trying to give them the support and service they were originally promised.”

But that involves a charge for a service the customers believe they should be receiving as part of their purchase agreement.