PSA: Parts, Technical Support, and Troubleshooting Changes

Dear customers,

As of 3/1, there are some changes to how we will be handling troubleshooting and support.

• Parts service: As of March 1, we will require a serial number and purchase order number to place parts orders. This is to protect you, the customer, from any issues that may arise if we don’t have the correct S/N and ship an incompatible part. The UltraClean XT170 tumbler has changed very little in the past 20 years, but modernization has occurred to the controls, the heating elements, and the special cleanroom-specific instruments. Therefore, it is possible to get a wrong part. 
• Technical support: Our policy of free over-the-phone technical support in exchange for being allowed to quote spare parts will remain in tact. If no parts quotes or sales have been made to a customer in the last 12 months, technical support will be billed by the hour with a minimum charge for one hour. The rate will be set at $50.00/hr, and the invoice will be sent via PayPal for credit card or corporate invoice with a purchase order. This does not apply to machines still under warranty.
• Troubleshooting: If you have a machine under warranty that is giving you issues, we will help you troubleshoot it over the phone and via email. We can generally work out any issue you have within a few minutes. If the machine is no longer under warranty (3 years from start up date, excluding aftermarket parts) it will be treated the same as a technical support call. Generally this is a free service (see above). If an UltraClean rep is required on-site, there is a $700.00/day fee plus all travel expenses and per diem. We will work with you depending on the situation, but generally speaking that is the flat daily fee.

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Thank you very much!

Kyle Horton
Service Manager