AUTOMEC’S TOP 10 CUSTOMER SERVICE QUESTIONS OF 2018

1. Where can I find the serial number (SN) for my Automec system?

The serial number is an eight digit number that is located on the back of the control and the backgauge motor pack. Note: on the CNC99 control the serial number can be found on the front of the control underneath the “quick reference” magnetic strip. When contacting technical support, the serial number will be the first thing a technician asks for.

2. Can Automec upgrade the control on my existing backgauge?

All Automec controls can be upgraded with a plug and play kit to any of our controls in our product line. We also offer control upgrades for Accurpress AP2/ETS, Hurco (all models) and DiAcro. Click here for more information on Upgrades.

3. What is the turn-around time on repairs, in general?

Automec strives to get your control repaired and returned to you in 1-3 days, depending on the problem. Customers prefer to use Automec’s “Loaner program” if turn-around time is longer than expected.

4. What is Automec’s “Loaner Program?”

Automec offers a loaner programs to eliminate down-time. Loaner controls can be sent out in advance of the repair to be used while the customers control is being  serviced.

5. What is your mailing address to ship repairs to?

Please ship to Automec, Inc., 82 Calvary St., Waltham, MA 02453. When sending in a repair, please call us at 78-893-3403×227 prior to sending. You can also email us at: service@automec.com, and include the following:

-Company name and contact inforamtion (phone and email)

-Control model number and SN of parts being sent in for repair

-Brief description of the problem

6. Can I get someone on site to fix my problem?

Automec does offer on-site repair service and preventative maintenance contracts with scheduled visits.

7. Does Automec Offer CNC Operator Manuals?

Automec does offer CNC Operator Manuals. CNC 9×9, 150, 300, 600 & PC800 manuals are offered in both PDF and hard copy formats. Discontinued manuals including CNC 99, 1000, 2000, 4000 are available for a limited time in hard copy only.

8. Does Automec accept Credit Cards for payment?

Automec accepts payment in the form of a check, credit card (Visa, MasterCard, American Express), ACH or Wire Transfer.

9. How can I set up an Installation for my machine?

Once the machine has shipped from Automec and we have received your Pre-Installation Checklist, Automec’s Installer will be in contact with you to set up a date and time that is preferable for both parties.

10. Help-I am getting a Fail Message. What do I do?

You need to contact Automec Technical Support. This can be done via email to service@automec.com,  via phone (781)8933403 x260 or via website.  Automec can resolve many issues over the phone. If not, you will need to send your equipment in for repair.

For more information on repairs or any services with Automec, please email service@automec.com