Support Policy Overview
Tormach offers technical support for every product we design when it is used as intended. Primary support is provided by the product manual and through supplemental information available on the Tormach web site (www.tormach.com). If you have additional questions that are not answered by these documents, or if the documents are not clear to you, then we will do everything we can to answer your questions through email or telephone. This support is subject to our standard terms and conditions.
When questions shift from specific products to the general technology, we may direct you to discussion groups, web sites, and other sources of information that are probably better than we are at answering those questions. For example, if you want to know how to make adjustments to a Tormach machine, we are happy to tell you how, but if you want to know how to cut 304H Stainless, or which brand of cutter to use, then we will probably help you find other places for your answers.
If you do not have the time or patience to read the manual, we can read it to you over the phone, however this activity is considered Consulting Engineering, not Product Support.
Each PCNC mill has an Intended Use document in its product manual. Applications or modifications to a PCNC outside of the Intended Use are supported through consulting engineering. There are no limits to the applications that Tormach products can be used for or to the modifications that can be applied to the Tormach machinery. Tormach designs use standard industrial components and incorporate the principles of Open Architecture specifically to allow and promote these variations. With Open Architecture controls, industrial engineers will find Tormach products cost effective to incorporate into larger manufacturing systems, or with easily separable base, column, and head sections manufacturing engineers looking to design specialized in-house equipment will find they can use the base as a low cost motorized XY table. Some machinists may want to convert a stepper mill to servos, or some software engineers may want to replace the Tormach approved software with something of their own creation.
All of the technical information and insight required to support these variations from the intended use cannot possibly be foreseen. If the extensive documentation provided does not supply all the information you need, we can provide additional information and engineering support required for your project on a consulting engineering basis. We are actually very good at this. If you have your questions well organized we can normally provide all the information you need in short order. Consulting engineering is done by electrical and mechanical engineers and billed at current hourly rates. Beyond consulting engineering major projects can be supported through negotiated development contracts.
As you might expect, all warranties for Tormach equipment are voided through modification to the equipment or use outside of the Intended Use. Individuals or companies involved with modifying the equipment or applying the products assume all consequent liability.
Electronic Component Repair Policy
For electronic components that are out of Warranty, Tormach offers a repair service. The procedure is as follows:
- The customer ships the component to Tormach at their expense.
- For a testing fee of $20 US Tormach will test the component and provide a cost to repair which will include shipping.
- When payment is received, Tormach will proceed with the repair and ship the item back to the customer.
- If the customer decides not to proceed with the repair Tormach will dispose of the component or ship it back to the customer at the customers expense. If there is no response from the customer within 45 days from the date the repair cost is provided Tormach will dispose of the component.
- If a repaired part fails within 6 months, Tormach will credit the full cost of the repair against the cost of a new component. Tormach will not repair components more than once.
Manufacturer’s Support Statement on 3rd Party Controllers
We strongly encourage you to purchase a Tormach Machine Controller. While it is possible to use other controller options (including building your own PC Controller), proper controller component selection and configuration is non-trivial. The controller is integral to proper mill operation; because of the nature of the system it is not possible for us to provide troubleshooting for 3rd party controllers and we reserve the right to refuse technical support for issues where we suspect a 3rd-party controller maybe be responsible.