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Factory technical assistance

Technical Support & Service Request

Request help with WaxMelters equipment, replacement-component identification, suspected warranty concerns or factory evaluation. The guided form routes your request and collects the information needed for review.

Start the support request Review manuals & troubleshooting

Before submitting a request

Starting with the applicable manual or issue guide prevents repeated questions and gives the technical team useful diagnostic results.

  1. 1

    Use the matching guide

    Complete the applicable written checks and watch the issue-specific video when one is provided.

  2. 2

    Gather equipment details

    Have the model, serial number or order number, controller information, operating details and clear photos ready.

  3. 3

    Submit one guided request

    Select the request type and attach the troubleshooting results so M&FE can determine the appropriate next step.

What can this form help with?

Choose the option that most closely matches what you need. The form will show the relevant follow-up questions.

Manual / Instructions

Help identifying the correct manual, setup procedure or operating instructions.

Equipment Not Working Correctly

Operational, heating, flow, controller or other equipment-performance concerns.

Replacement Part / Component

Identification and compatibility review for a factory replacement component.

Warranty / Factory Protection

Required troubleshooting and documentation for a suspected covered condition.

Repair / Factory Evaluation

Review of a component or unit that may require qualified service or factory evaluation.

Something Else

Technical support needs that do not fit one of the equipment-specific paths above.

Have this information ready

  • Company and contact information
  • Equipment model and serial number or original order number
  • Material or product being processed
  • Normal operating and set temperatures
  • Electrical supply information, when applicable

Document the reported condition

  • A clear description of what happens and when it began
  • Controller display, status or error information
  • Results from the applicable troubleshooting steps
  • Clear equipment, control-panel and data-label photos
  • Video of the condition, when it can be captured safely

Guided intake

Technical Support & Service Request Form

Complete the form below once. The questions change based on the type of help selected, and attachments can be added where requested.

If the form does not display, complete it directly: Complete Guided Troubleshooting .

Do not ship equipment or components until M&FE provides written instructions or authorization. Completing troubleshooting or submitting this form does not itself establish warranty coverage or authorize a return.

What happens after submission?

M&FE reviews the information and determines the appropriate next step. Depending on the equipment and reported condition, that may be additional troubleshooting, component identification, replacement-part guidance, remote technical assistance, service by qualified personnel or factory evaluation.