Resources · Service Factory Repair, Field Service & Equipment EvaluationChoose the correct service path after guided troubleshooting: field repair assistance for eligible melters and tanks, factory repair for filling-system modules, factory equipment evaluation, or a legacy control retrofit.
Service Paths Choose How the Equipment Will Be ServicedMelters & Heated TanksField Repair With Qualified PersonnelEligible melter and tank repairs may be performed at the customer’s facility using WaxMelters replacement packages and documentation. If the customer’s electrician or technician needs additional assistance, remote technician-to-technician support can be scheduled. Filling SystemsFactory Repair of Individual ModulesInternal filling-system repairs are performed by WaxMelters. After guided troubleshooting, ship only the affected module when possible: the dispensing head, heated hose, or Thermopump control-box/pump assembly. Complete EquipmentFactory Equipment EvaluationWhen a complete unit requires factory diagnosis, submit an Evaluation Authorization before shipping. Equipment must be emptied, drained and packaged appropriately. A repair estimate is provided for approval before repair work proceeds. Start Evaluation Authorization →Legacy ControlsCurrent-Control RetrofitOlder Johnson controls and other discontinued controller/relay configurations are not repaired as current production controls. Control-system service is normally performed by converting the equipment to the current standardized WaxMelters control platform. View Replacement & Retrofit Parts →
Recommended Service Pricing Separate Human Service From the Replacement ComponentThese are recommended starting prices for publication. Change them before posting if you want a different rate structure. RemoteTechnician-to-Technician Assistance$95 per 30 minutes Scheduled remote assistance for an out-of-warranty melter/tank repair being performed by qualified personnel. The technician should have the equipment open, replacement package available and requested photos or measurements ready before the session. FactoryComponent / Module Evaluation$150 per submitted component or module Recommended for filling-system heads, heated hoses, Thermopump assemblies and other shippable modules. The evaluation fee can be credited toward an approved repair of that submitted item. FactoryComplete Equipment Evaluation$295 starting evaluation fee For complete melters, tanks or systems requiring factory inspection, setup and diagnosis. Large or unusually complex equipment may require a higher quoted evaluation fee. LaborFactory Repair Labor$175 per hour One-hour minimum, then 30-minute increments. Parts, special testing and shipping are additional when applicable. CleaningCleaning / Material Removal$175 minimum when required Returned equipment should be emptied and drained. Cleaning required before safe evaluation or repair is billed based on the actual work required. WarrantyWarranty ServiceReviewed before paid service is authorized Warranty support and covered replacement components are handled according to the applicable equipment warranty. Customers should provide the serial number and original order information.
Replacement components do not include unlimited human technical support. The applicable installation or component-reference documentation is included with supported replacement packages. When out-of-warranty diagnosis or installation requires WaxMelters employee time beyond the automated support process, remote technical assistance is a separate service.
Filling-System Returns Ship the Smallest Repairable ModuleDispensing HeadSend the head when the identified problem is isolated to the dispensing/nozzle assembly. Heated HoseSend the hose when the problem is isolated to hose heating, connectors or the hose assembly itself. ThermopumpSend the control-box/pump assembly when the problem involves pump operation, control power or the Thermopump assembly. Do not open or internally repair the filling-system control/pump assembly in the field. Factory Evaluation Process Before Shipping Anything to WaxMelters- Complete Guided Troubleshooting unless a safety-stop condition requires immediate service.
- Identify whether the affected item is a melter/tank, dispensing head, heated hose, Thermopump or other component.
- Submit the Evaluation Authorization request and obtain the applicable authorization/order number.
- Empty and drain the equipment or component as applicable and package it safely for shipment.
- Write the authorization number on the outside of the package and ship only after receiving the approved return instructions.
- WaxMelters evaluates the item and provides the applicable repair estimate for approval before non-warranty repair work proceeds.
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