Warranty & Service
To better serve our extensive customer base, a variety of service plans have been created to allow the customer to choose the level of support desired for a particular machine.
All new machines come with the standard 5 year limited parts & 2 year freezer warranty. As detailed in your machine manual.
Non-warranted machines must be registered and under contract in order to receive technical support. There are three plans to accommodate various support level requirements for non-warranted machines. All plans including the most basic plan (Bronze Plan) provide the customer discounted service rates, discounted spare parts and the standard phone/email support.
MACHINE REGISTRATION (ORIGINAL OWNER)
All new machines bought from Fastcorp LLC are registered to the original owner. The machine will remain registered to the original owner as long as the machine remains in the possession of the original owner regardless of Warranty and service contract status. When a machine changes possession it is neither automatically registered to the new owner nor are the Warranties and/or service contracts automatically transferred.
ACQUIRING SERVICE FOR NON-CONTRACTED MACHINES
Fastcorp, LLC highly recommends the registration of non-registered machines and subsequent service contracts. Generally speaking, the service contracts pay for themselves through the discounted service rates, discounted spare parts and included standard phone/email support. Further savings can be realized with more complete coverage plans through additional discounts on consumables, accessories and software upgrades. However, for those who still would rather not enter into a service contract we offer a “pay as you go” arrangement for phone support and service calls. Any customer can call our Technical Services department during normal business hours and receive technical support with an approved credit card.
STANDARD PHONE AND EMAIL SUPPORT
The standard phone and email support is available during our normal business hours (8:00AM5:00 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.
PHONE SUPPORT RATES FOR NON- CONTRACTED MACHINES
$125 / hour (1/2 hour minimum)
$75 / hour (1/2 hour minimum)
1 Time Call will receive 10% discount on any parts ordered.
During the Warranty period non-wearable parts are covered 100%. Without a supplemental plan, wearable parts, consumables and accessories are available at OEM list price. A substantial savings can be realized by partaking in one of the available service plans due to discounts provided on spares (wearable and non-wearable), consumables and accessories. The “Warranties and Service Plans” table shows what items are discounted under which plans.
WARRANTY SHIPPING POLICY
Fastcorp, LLC maintains a complete line of spare parts at the main facility. Most warranty items in stock can be shipped to the customer on the same day if an order is placed prior to 12:00 noon EST. All warranty orders for parts in stock taken after 12:00 noon EST will be ready for shipment in 24 hours. Some items on Fastcorp, LLC machines are considered assemblies. In most cases these assemblies, when available, can be shipped same day if ordered before 12:00 noon EST. When assembly is required, will assemble and ship within 24 hours. Fastcorp, LLC warranty shipments are via UPS Ground at no charge. If the customer requests a different carrier, the customer is required to pay the freight charges. Defective parts replaced under warranty must be returned to Fastcorp, LLC within 30 working days. The customer will be billed for parts not returned. All Warranty Parts must have an RMA Number from Technical Support.
WARRANTY SERVICE PLANS TABLE
PRODUCT LIFE CYCLES
NEW EQUIPMENT PURCHASES
Please contact sales for specials on new equipment purchases.
Comprehensive Machine training is available to individual operators at our facility in Chester, CT. Please contact the service department to schedule.
With the purchase of 10 or more machines, on site training can be made available. Please discuss with your salesperson.
On Site Training/Service Rates for less than 10 units purchased, the following rates apply:
Overnight Trip $250/day
Local Full Day Trip $100/day
Travel/Airfare – cost to be determined
Car Rental/Gas – cost to be determined