Setting the Standard …
Whether you need simple modifications made to a Benshaw control or drive package, a custom-engineered upgrade to optimize production from an existing OEM machine control panel, or a turnkey, plant-wide control modernization program, Benshaw can help.
Benshaw’s knowledgeable Technical Support team can help you evaluate current and future motor control system requirements and develop a sound strategy for retrofit, upgrade or replacement. They can also help you submit a Request for Service Quotation. All services are performed by trained, experienced technicians … using the latest engineering, diagnostics and testing equipment. Standard controls, critical parts, packaged assemblies and electrical/electronic components are stocked and ready to ship from Benshaw.
Training
Benshaw offers a number of standard, in-house and on-site training programs for our distributors and customers. Standard training courses are listed below. Custom-tailored training programs are also available upon request. Training costs vary based on product type, scope, number of participants, etc. Contact us today to discuss your specific motor control training requirements.
Technical Support
Benshaw has an experienced staff of service technicians, applications specialists and field engineers. Our Technical Support team stands ready to support all of your troubleshooting and repair needs. To initiate a support request, please call our Technical Support Hotline. During normal business hours (8:00am to 5:00pm EST), calls are taken directly by members of our Technical Support Team. After 5:00pm, and on weekends, our call system will automatically direct your call to a Benshaw 24/7 after-hours on-call technician.
Technical Support Hotline: +1 800-203-2416
Technical Support Canada: +1 877-291-5112 or +1 519-291-5112
Please have the following information ready when the technician answers your call:
- The Serial and Model Numbers from the Benshaw nameplate label on or in the Benshaw product that requires service.
- The Part Number of the component or equipment you are looking for. If a Part Number is not known we can usually clarify by description, explanation or purchase order number.
Please advise the responding technician if you believe the Benshaw unit is under warranty. Before contacting Sales for a replacement item that may be under warranty, contact our Technical Support Hotline to see if the unit can be repaired or replaced. The existing unit may be under warranty and calling sales for a replacement may delay the warranty process and response time.
Emergency Webstore Shipments
A support technician can help identify the Part Number required, and they can check our inventory in Benshaw’s webstore. Once availability has been verified, the method of shipment can be determined based on your requirements. We can accommodate a customer arranged expedited shipping company, or coordinate shipping through one of our preferred expedited shipping partners. If Benshaw arranges expedited shipping, the cost of the service, plus administration fees, will be added to the invoice.
Final shipping costs must be determined, and agreed upon, before the close of the sale, and the part/equipment is shipped. All emergency after hours and weekend shipments will include a $300.00 emergency fee to cover handling costs.
Please Note: The cut off time for same day shipment is 2:00 pm Eastern Standard Time.
Non-Warranty Repair Service
Units returned for repair will be repaired in the order of date received. If a less than 48 hour turnaround is specified, a $150.00 Expedite Fee will be charged. The 24/48-hour turnaround is subject to parts availability. The equipment will be evaluated within the first few hours after arrival at Benshaw, Inc. An estimate of the charges will be sent via fax to the customer notifying them of the total cost of repair (evaluation fees are included in the quoted repair costs). Customer approval of repair costs is required. In the event of the customer’s failure to respond in a timely manner impeding the unit’s repair and shipment, the Expedite Fee will still apply.
Before returning equipment for non-warranty repairs, please observe the following:
- Units sent in for repair must be shipped prepaid. All collect shipments will be refused.
- All RMA equipment will be evaluated, and an evaluation quotation will be faxed to the customer. Customer approval, with a hard copy or revised purchase order (PO) for quoted amount, must be received prior to any repair work being performed.
- If the customer decides not to proceed with repair after given a repair quote, they will be responsible for the evaluation fee assigned to the particular unit.
- If next day air shipment is requested, freight will be collect or will be invoiced for the freight charges unless special shipping arrangements are requested by the customer.
Rates for repair will be quoted on a time and material basis. Time is assessed by actual man-hours per repair. Material costs will be calculated according to published list prices and standard established multipliers. All equipment returned for evaluation and/or repair will be subject to an evaluation fee.
Commissioning Support
An experienced staff of application specialists and engineers is available to help you evaluate current and future control system requirements and develop a sound strategy for retrofit, upgrade or replacement. We can also provide site surveys and other commissioning services to ensure smooth installations of new motor controls and components.
Maintenance/Field Service
Control installations, commissioning, upgrades, testing, diagnostics and repair services are performed in the field by experienced, highly trained technicians. Benshaw also offers a wide range of preventive maintenance services to help keep Benshaw — and third party controls — on the job. Proactive maintenance plans and discounted service contracts are available to minimize costs and reduce downtime.
Warranty and Return Service
Benshaw’s warranty service covers factory labor and parts on in-house repairs, and parts and labor for on-site repairs. Benshaw’s warranty does not cover travel and living expenses to and from a job site.
- Parts replacement
- Product retrofit/rework service
- Product replacement
Factory Service
Diagnostics, systems analysis, repair and control modification services are performed in our Technical Service Center on Benshaw and third party controls.
Retrofits
Retrofit solutions for legacy Benshaw products (and other motor control brands) are available to help reduce capital expenditures.
