WaxMelters Remote Technical Assistance
Remote technical assistance may be available after the standard troubleshooting process has been
completed and the reported condition requires additional technician review.
Guided Troubleshooting Comes First
Remote assistance is not a substitute for the required Guided Troubleshooting & Warranty Service process.
The form and troubleshooting sequence create the written equipment record our technicians need before
additional support can be effective.
No completed process = no warranty authorization.
How Remote Assistance Works
After the required troubleshooting information has been reviewed, M&FE may determine that
remote technician assistance is appropriate. Depending on the issue, support may involve review
of photographs, video, measurements, controller information or communication with the customer's
qualified service personnel.
Have Qualified Personnel Available When Required
M&FE may require a qualified electrician, maintenance technician or other qualified person to
be physically present with the equipment before certain technical procedures are discussed.
Safety first.
If the equipment is smoking, arcing, burning, severely overheating or otherwise presents an unsafe
condition, discontinue operation safely. Remote support should not be used to continue operating
potentially unsafe energized equipment.
Remote Support & Warranty
Technical assistance does not itself establish that an equipment condition is covered by warranty.
Warranty status is determined under the warranty applicable to the equipment.
Remote technical assistance beyond standard troubleshooting may be billable when the equipment
is outside warranty or when the requested support does not involve a covered warranty condition.
Any applicable charges should be confirmed before extended paid support proceeds.
