Tech Support

Warranty and Service Plan Policies | Service Plans | Preventive Maintenance PMPT | Technical Support | Spare Parts | Training | Software | Product Life Cycle

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Service, Support and Training

Service, Support and Training are fundamental elements to successful partnerships between suppliers of assembly equipment and their customers. A machine that is serviced and supported by Versatec, LLC Technical Services department has a far better chance of reaching and maintaining optimal performance levels than a machine serviced by a third party service organization. The Versatec, LLC Technical Services department has up to the minute information regarding reported issues and solutions and can benefit from wealth of knowledge contained in our shared customer database.

Standard Phone/Email Support

The standard phone and email support is available during our normal business hours (8:30 AM -5:00 PM EST) and is free for as long as the machine is warranted.

Once out of Warranty you will need to select a service plan in order to continue receiving this standard support.

If you elect not to partake in one of our service plans you can still receive phone support at the Phone Support Rates for Non- Contracted Machines.

Priority Dispatch

The highest level service plans offer a priority dispatch feature. Under normal circumstances there is always a FSE available for immediate dispatch. However, there are certain cases whereby a FSE needs to be in two places at once. If this case should arise, the FSE will be dispatched to the customer with the priority dispatch feature. If both customers have this feature as part of their service plan then the FSE will be dispatched to the customer who called in first. Please refer to the Warranties and Service Plans table to see which plans provide this service.

Remote Connection Diagnostics (C5 only)

For our C5 platform we offer the option of remote connection diagnostics. Through an internet connection our technicians can “take command” of your machine for troubleshooting and diagnostic purposes. Please refer to the Warranties and Service Plans table to see which plans provide this option.

Service Rates for Repairs

While a machine is under Warranty there is no charge for the FSE’s labor for repairs necessary to correct defects that may have been caused by workmanship or faulty materials. While Versatec, LLC will try to accommodate all end users of our products, there is a significant savings associated with the discounted service rates available to customers with a service plan.

For a detailed breakdown of our standard and discounted service rates please refer to the table below: