Factory Rebuild, Repair and Recondition
Evaluations and quotes for service and repair are free if the customer is buying a replacement steam generator (replaces an existing unit from ElectroSteam). The customer only pays for freight to send the unit to us and freight for the return of the unit to them. We will test/evaluate the machine, write a complete report and provide the customer with a quote to repair the unit as close to factory specs as possible.
The process for returning a unit for evaluation is easy. Contact ElectroSteam for an RMA number (returned material authorization) then crate or palletize the unit securely. Take pictures of the unit for the customer’s records before shipping as ElectroSteam will not be able to tell if the unit was damaged in transit to or from our facilities.
PROMINENTLY label the crate or pallet with the RMA number as visible as possible. We will need the serial number of the unit to be evaluated to authorize a return. Machines returned without an RMA will be refused at the dock.
Once received the machine will be evaluated and a written report for repairs, service, or reconditioning will be sent to the customer. They can then decide to either have the unit worked on or returned to them with only freight charges. If they choose to have the work done, we will enter an order in the system and send the customer an order acknowledgment with an invoice. The work will be completed and the unit will be made ready to ship. Once payment is received the unit will be shipped back to the customer.
There are certain conditions that will prevent us from repairing or rebuilding the unit. Things like excessive scale build-up, a pressure vessel that is weakened from chemically treated water, or from using the wrong type of feed water will prevent repair. We will notify the customer of what we find prevents us from completing the work. They can then decide if they would like the unit returned at their expense or if they would like to scrap the unit at no cost.
Factory Support and On-Site Service
If the customer needs service or technical support, the first thing to do is call ElectroSteam for assistance. 95% of issues can be diagnosed over the phone with someone in front of the machine that has a little mechanical ability.
If the above is not feasible, we have an extensive network of service companies that cover MOST of the USA. Contact ElectroSteam to find out if we can recommend a service company in the customer’s area.
As a last resort, a reputable HVAC company in their local area can work on our units. We are available by phone to assist their technicians.
Our technical services department is open M-F 8:00 am-4:30 pm EST. You can reach us by phone at 609-288-9071 or by emailing email@example.com
Installation and Start-up service
In certain circumstances, ElectroSteam offers installation, start-up, and operational testing of our equipment through one of our partners. Please contact us to discuss your specific needs.