Brian Fultz - National Service Manager
While Milltronics machines are incredibly reliable, any CNC machine will eventually need some level of service. When that happens to you, the best way to obtain service depends on your priorities and the particulars of your situation.
Regardless of how you go about getting service, you should gather some key data to make the process as efficient as possible. At a minimum, you will need the serial number of the affected machine and a brief description of what happened. That includes when the problem occurred, what the machine was doing at the time and any alert that was provided on the control. If you know other data was generated by the machine, it is helpful to note that as well. For example, if an error occurs with an axis, a fault code will usually display on the drive. You can observe that directly by opening that back of the cabinet.
To submit your issue, we always recommend submitting a ticket with the above information on our Service Request page or by emailing our team at [email protected]. Not only does submitting your ticket electronically create a digital paper trail of your issue, it allows one of our technicians to review the particulars of both your machine and the issue at hand, as well as perform any relevant research. This way, as soon as you’re on the phone with a technician, you’re receiving direct input on the steps you can take to correct or troubleshoot the problem.
We do recognize that in some situations, expediency takes priority over efficiency. If you’ve encountered a problem and want to be working through it as close to immediately as possible, we encourage you to call our service department at 952-442-1410. During our regular business hours of 8 a.m. to 5 p.m. Eastern, calling will usually put you in direct contact with a technician. In the event all of our technicians are assisting other customers when you call, you can leave a detailed voicemail and expect a response in less than an hour.
It is also worth noting that there may be occasions where you know that you’ll require in-person service and want to get someone on your shopfloor as quickly as possible. In those cases, contacting your Milltronics dealer directly will usually be the fastest way to get someone on site. If you’re unsure which dealer serves your area, you can identify them via the Dealer Locator.
Regardless of the issue you’re facing or how you contact us, our service department is dedicated to providing you with as fast and efficient of a solution as possible.
Brian Fultz has over a decade of experience in electronics, heavy equipment, and machine tool service. A U.S. Navy veteran, Brian is the Milltronics National Service Manager, based in our Indianapolis, Indiana headquarters. You can reach him at [email protected].
