Free Support Policy

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Free Support Policy

MachMotion strives for two things: excellent products and stellar support!

All of our retrofit solutions are designed to work well and be easy to install. We believe in our entire product line and stand behind it. Part of that guarantee is offering free tech support for the life of the control to the original owner.

Free Support

-Free support available Monday-Friday, 8:00 AM to 5:00 PM CST.*

-Guidance through the install.

-Software checks.

-Electrical and mechanical troubleshooting assistance.

-Up to 4-hour response time.

-Requests are taken on a first-come, first-serve basis.

Please Note: Issues are solved on a step-by-step basis. So, as a support tool, expect to be given direction with the use of email and documentation one step at a time. This is to help us manage our high volume of support calls.

Paid Service

If you desire more hands-on help, want to limit your down time, or if you need extended support hours, you may prefer one of our paid service options.  Or, if you are recovering from a non-warranty control failure or you want your programming customized, these are not covered under free support. Please see our Paid Service Options for more info.

* (Support hours exclude major holidays and our extended winter break).

 

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