Service, Evaluation & Labor Charges
WaxMelters provides guided troubleshooting, factory evaluation, component repair,
replacement-component identification and remote technical assistance for eligible
WaxMelters equipment. Charges depend on the equipment, service required and
applicable warranty or Factory Protection coverage.
Troubleshooting Is Required Before Warranty or Factory Evaluation
Before M&FE authorizes warranty service, replacement components or
factory evaluation, the customer must complete the applicable Guided
Troubleshooting & Warranty Service Request or other troubleshooting
procedure specified by M&FE.
No completed process = no warranty authorization.
This process identifies the equipment, documents the reported condition
and determines whether the appropriate next step is a replacement component,
qualified local service, remote technical assistance or factory repair.
Equipment or components sent to M&FE without the required troubleshooting
and Evaluation Authorization may be refused or subject to evaluation,
handling, cleaning and return-shipping charges.
Current Service & Evaluation Rates for Current-Standard Models
Remote
Technician-to-Technician Assistance
$95 per 30 minutes (30minute minimum & credit card authorization for estimated time once appoint set)
Scheduled remote assistance for an out-of-warranty melter or tank
repair being performed by qualified service personnel. The technician
should have the equipment accessible, the applicable replacement
component available when required, and requested photos, measurements
or troubleshooting information ready before the session.
Factory
Equipment Evaluation
$100 per submitted unit
Recommended for melters, filling-systems, dispensing heads, heated hoses,
Thermopump assemblies and other approved shippable components or modules.
The $100 evaluation fee is credited toward an approved factory repair
of that submitted component or module.
Parts, cleaning, special testing and return transportation are additional
when applicable.
Factory
Complete Equipment Evaluation
$295 starting evaluation fee
For any unit or component sent in without a Technical Support & Service Request Form. Without Customer performing and submitting form, WaxMelters Technicians perform all the troubleshooting steps and diagnosis.
Labor
Factory Repair Labor
$175 per hour
One-hour minimum, then billed in 30-minute increments. Parts, special
testing, cleaning, packaging and transportation are additional when applicable.
Cleaning
Cleaning / Material Removal
$175 minimum when required
Returned equipment should be emptied, drained and reasonably cleaned
before shipment. Cleaning required before safe evaluation or repair is
billed according to the actual work required, subject to the minimum charge.
Warranty
Warranty Service
Reviewed before paid service is authorized
Covered warranty repairs and eligible replacement components are handled
according to the warranty applicable to the equipment.
Warranty evaluation requires completion of the applicable Guided
Troubleshooting & Warranty Service Request and provision of the
requested equipment identification and diagnostic information.
Important:
Submission of equipment or a component for evaluation does not itself establish
warranty coverage. Warranty eligibility is determined by M&FE after review
of the applicable warranty, troubleshooting documentation, equipment condition
and evaluation findings.
How the $100 Component Evaluation Credit Works
When an approved unit is submitted for factory evaluation,
the evaluation fee is $100.
If M&FE recommends a factory repair and the customer approves that repair,
the $100 evaluation fee is credited toward the labor portion of the
approved repair of that same submitted component or module.
The evaluation credit does not apply to return shipping, cleaning,
replacement parts purchased without an approved factory repair, unrelated
equipment or a future service request.
When Additional Charges May Apply
- Parts and replacement components;
- Cleaning or removal of wax, oil, food product or other process material;
- Special testing or extensive diagnostics;
- Packaging or crating;
- Inbound and return transportation;
- Rigging, removal or installation;
- Third-party or local service personnel;
- Repairs resulting from misuse, improper maintenance or unauthorized modification; and
- Work outside the applicable warranty or Factory Protection Plan.
Warranty Service
When M&FE determines that a reported condition is covered under the
applicable Limited Warranty or Factory Protection Plan, covered factory
repair or replacement is handled according to those terms.
Third-party labor, travel, removal, installation, rigging or other outside
costs are not reimbursable unless specifically authorized by M&FE in
writing before the expense is incurred.
Unauthorized Returns
Do not ship equipment to WaxMelters without first completing the
required troubleshooting process and receiving applicable return authorization.
Equipment or components received without authorization may be refused.
They may also be subject to $295 evaluation fee which is nonrefundable and included upon all repair costs, packaging, and return shipping charges.
Approval of Non-Warranty Repairs
Where practical, M&FE will provide the applicable repair recommendation
and charges before substantial non-warranty repair work proceeds.
Evaluation, inspection, diagnostic work or cleaning already required to
determine the condition of the equipment may still be chargeable even if the
customer elects not to proceed with the recommended repair.
Service rates are subject to change. Current pricing applicable to a particular
service request will be confirmed through the M&FE service and evaluation process.
