Service & Support

SERVICE & SUPPORT

Upon calling Controls, Inc., the phone will be answered by a person. Just call the main phone # 330.239.4345 and provide your name and company along with a short explanation of your situation. Your call will be directed to the proper department or person for assistance. Calls are generally forwarded as follows:

1) Sales

2) Application Engineering

3) Technical Assistance

4) Accounting/Administration

Sales

For general product information and questions, placing orders and other customer service issues.

Application Engineering

To discuss control solutions for your specific application or piece of equipment.

Examples:

1) You are currently utilizing a PLC and wish to implement a more cost effective control product specific to your equipment.

2) Your engine control panel requirements are basic but you would like a couple of additional safety shutdowns for low oil

level low coolant level.

3) You are currently using several control products for your application and want to consolidate all controls into a single,

application specific product.

4) Your equipment requires specific throttle control for proper operation or fuel savings.

5) You want to integrate engine function with other components on your equipment for a "complete" control solution.

Service Technicians

Our service technicians are experienced with assisting customers over the phone. The service technicians are able to provide assistance on questions and issues about the controller and its functionality. They may also be able to provide assistance with input and output circuits that are wired into the controller. They will be limited in the ability to resolve engine related issues or issues related to components other than the controller. For this type of troubleshooting, it is beneficial to have a multimeter available on site to check individual circuits and wiring.

Having the part number and serial number of the control product will expedite the service process. This information is located on an external product label or an internal label placed directly on the microprocessor chip of the controller circuit board.

Product Repairs

Product can be sent to Controls, Inc. for repair or refurbish. In the case of a product repair situation, a service technician will provide an RMA# (Return Merchandise Authorization) that needs to be included with the shipment. The RMA# serves as a reference number that follows the repair through the process. When the RMA is opened by the service technician, instructions are included on what actions need to be taken based on what has been reported by the customer.

Warranty

In the case of a warranty situation, a service technician will provide an RMA# that needs to be included with the shipment. Upon receipt, the unit will be reviewed for warranty consideration.