Service and support
The real question about any imported robot is who shows up when the line stops.
It is a fair question, and it is the reason this company exists rather than a shipping arrangement. Here is exactly how support works, who you call, and what we keep on the shelf.
Who you call
- 01
Your integrator first
The people who built the cell know it best, and they are the ones who should pick up the phone. Certified integrators have a direct technical channel to us, so calling them does not put you at the back of a queue.
- 02
Us second
When the integrator has exhausted what they can do remotely, we come in — by phone if that solves it, on site if it does not. We do not use a service call as a way to get between an integrator and their customer.
- 03
ROKAE engineering third
Problems that need the people who designed the arm get escalated to ROKAE engineering, and we carry the issue rather than handing you a support address in another time zone.
What we hold
Robots held in the United States
Inventory sits in Michigan, not in a container. A won order should not carry an ocean freight lead time before anything can be commissioned.
Spare parts alongside them
Parts are held with the robots. The failure mode we are designing against is a plant waiting weeks on a part that had to be ordered from overseas after the fact.
Documentation in English
Manuals, safety documentation and the programming reference, in the language of the people who have to use them at 2am.
On published response times
We have not put a response-time guarantee on this page. We would rather commit to a number in your contract, against your site and your shift pattern, than advertise one we have not yet earned the right to promise. Ask us what we can commit to for your plant and we will answer plainly.
When our published commitments are ones we can meet every time, they will appear here in writing.