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Reviews
- ★★★★★
We purchased our PRIMO Melter and EZ system from Melting & Filling Equipment for our ointment and...
Rowena, Herbs From Wales, UNITED KINGDOMRead more - ★★★★★
We love the PRIMO 1000 & PRIMO 2000 we ordered. They are definitely speeding up our wax melt...
Tyson K., Candle Warmers Etc.Read more - ★★★★★
I just wanted to take a moment to thank all of you- you are truly a pleasure to do business with....
Shannon D., Pure Light Candle CompanyRead more - ★★★★★
We were so pleased with our melting tank that we ordered another melter the same exact day. It...
Jim, J.C. Danczak, Inc., Westfield, MassachusettsRead more It takes us 15 minutes to do what used to take us 45 minutes. AND, that was just the first day.
Thomas Crane, Purely Wax Werks, Vancouver, WashingtonRead moreNASA/MSFC has the requirement for a Wax Melter, Pump and Transfer System with custom upgrades and...
Steven S., NASA, Marshall Space Flight CenterRead moreWe're growing FAST and that PRIMO 75lb melter is a huge piece of it…we will most likely need one...
Dave D., Dilo HomeRead moreI kissed my melter....Thank you!!!!!!!! I sincerely do not know how I did without one! What took me...
Jenny W., HB Wax Manufacturing Inc., Ontario, CANADARead moreWe are still so happy with the (2) PRIMO 50 melters we bought from you 8 years ago for our soy...
Glenn C., Madeline Island CandlesRead moreWithout the AutoShot system in our facility we would have had extreme backorders and labor costs...
Kevin Preece, COO, Scentsy, Meridian, IdahoRead moreWe purchased the EZ Filling System and increased our production 50% the first day! Reduced our...
Ellen Kay R., New Boston CandleRead moreTo Everyone at WaxMelters, I just want to THANK YOU for making my job easier. With the new melter I...
Donna R., Aurora Borealis CandlesRead more
Service & 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
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.
Equipment Evaluation
$100 per submitted unitRecommended 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.
Complete Equipment Evaluation
$295 starting evaluation feeFor 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.
Factory Repair Labor
$175 per hourOne-hour minimum, then billed in 30-minute increments. Parts, special testing, cleaning, packaging and transportation are additional when applicable.
Cleaning / Material Removal
$175 minimum when requiredReturned 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 Service
Reviewed before paid service is authorizedCovered 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.
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.
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.