Service and support
When a line stops, here’s who picks up.
Support runs through three levels, and the integrator keeps the customer relationship at every one of them. Bought the palletizing package direct? You deal with us.
Who you call
- 01
Your integrator first
The people who built the cell know it best. Certified integrators have a direct technical line to us, so calling them first is the fastest route.
- 02
Us second
When the integrator has done what they can remotely, we step in, by phone if that solves it and on site if it doesn't. A service call is never our way to get between an integrator and their customer.
- 03
ROKAE engineering third
Problems that need the people who designed the arm go to ROKAE engineering. We carry the issue and stay on it until it's closed.
Robot down? Call (877) 652-3109.
The cobot palletizing package
Buy the palletizing package direct and we install it, train your operators and service it, with TPML Automation employees. You call us. Buy it through an integrator and support follows the three levels above.
Warranty: 12 months from acceptance, robot hardware.
About the palletizing package →What we keep ready
Spare parts that grow with the installed base
We stock spares against the robots in the field. As installations grow, the parts most likely to stop a line go on our shelf in Michigan.
Delivery you can plan around
Robots are built to order, and every quote carries a confirmed delivery window, so commissioning dates are set on facts.
Documentation in English
Manuals, safety documentation and the programming reference in English, for the people who have to use them at 2am.
On response times
We haven’t published a response-time guarantee yet. We’d rather commit to a number in your contract, based on your site and your shifts, and we’ll post one here once we can meet it every time.