Spaceman

Service requests and process

Service requests must be submitted via email to service@spacemanusa.com or by submitting a ticket using the webform.

So that we may better serve our customers, we have implemented a process to quickly locate equipment via serial number and access your equipment history; location, contacts, warranty/maintenance events, and other useful information.  Our process is constantly evaluated and improving in order to minimize downtime and improve response time.  

As is our philosophy on engineering so is our operations – efficiency reigns.

It is our commitment to you that you are satisfied with your Spaceman machine and receive the best customer service experience.

We look forward to serving you…

Spaceman USA Service Process
 

Introduction

Soft Serve and Frozen Beverage machines are among the more complex machines in any kitchen environment.  They require regular maintenance, upkeep, and from time to time require servicing to replace worn out, damaged, or broken parts.  This guide outlines the recommended process for servicing your Spaceman USA soft serve or frozen beverage machine.

Service Process – Machine Issues

  1. Troubleshooting, all machines:
    1. Send an e-mail to service@spacemanusa.com, please provide or have the following information ready:
      1. Business Name and Primary Contact Information
      2. Model Number
      3. Serial Number
      4. Description of your issue
      5. Spaceman will respond and provide relevant troubleshooting steps via email or over the phone.  Most troubleshooting steps can be found on our online Knowledge Base.
  2. Requesting service for machines within warranty period
    1. If you do not want to troubleshoot remotely, or follow provided troubleshooting guides:
      1. Spaceman will provide email instructions (Setting No-Troubleshooting Service) on setting service with contact information for local Authorized Service Agents (ASAs).   

          Note: Spaceman does not cover any service time or costs for troubleshooting or issues that can be resolved remotely, such as machine freeze ups, inadequate spacing, exceeding machine capacity, etc.    If you choose not to do any troubleshooting prior to service, Spaceman will not be able to provide a warranty authorization number prior to the service being performed.  Spaceman can only provide pre-service warranty authorization if adequate troubleshooting is performed with a Spaceman technical service agent ahead of time

      2. Customer is responsible for coordinating and scheduling service with the provider of their choice.  Customer is recommended to advise Spaceman of chosen Service Technician and scheduled time of service.
      3. When the service technician is on-site, if the issue is determined to be covered under the limited warranty, Spaceman will proceed with a normal warranty process as outlined below.
      4. When the service technician is on-site, if the issue is determined to not be covered under warranty, the customer will be responsible for the service bill.
    2. If you troubleshoot remotely, and Spaceman Technical Support determines that a warranty service is required:
      1. Spaceman will create a Warranty Record for your account
      2. Spaceman will provide email instructions (Setting Warranty Service) on setting service with contact information for local Authorized Service Agents (ASA).  Spaceman will provide a warranty authorization number to be provided to the technician when requesting service.
      3. Customer is responsible for coordinating and scheduling service with the provider of their choice.  Customer is recommended to advise Spaceman of chosen Service Technician and scheduled time of service.
      4. If a part is required, Spaceman will create a Sales Order for the warranty part and send it to the Customer or chosen Authorized Service Agent free of charge.  

          Shipping: Standard shipping time is FedEx 2-Day Express for packages under 20 lbs, and FedEx Ground for packages over 20 lbs.  Overnight service is available for purchase.

          Note:  Warranty parts must be sent or ordered directly from Spaceman USA.  If an ASA has parts in stock, Spaceman USA will send replacement parts to the ASA.

      5. If the customer provides Spaceman USA with the authorized service agent chosen, Spaceman USA will contact the ASA directly prior to the scheduled service with information on what is being serviced, direct contact information for reaching technical support, and further guidance on resolving the issue.  This will help expedite any resolution.
  3. Requesting service for machines outside of the warranty period
    1. Spaceman provides free remote troubleshooting on all machines, regardless of warranty status.  To help reduce your expenses, most troubleshooting steps can be found on our online Knowledge Base.  
    2. If you would like to request service, with or without prior troubleshooting:
      1. Spaceman will provide email instructions (Setting Non-Warranty Service) on setting service with contact information for local Authorized Service Agents (ASAs).
      2. Customer is responsible for coordinating and scheduling service with the provider of their choice.  Customer is recommended to advise Spaceman of chosen Service Technician and scheduled time of service.
      3. Customer will be responsible for the service bill and is recommended to understand the potential costs, travel time, etc. before agreeing to any service.
      4. If a part is required, Spaceman will provide the customer with correct part numbers and links to purchase parts from PartsTown.  These parts may be purchased by the customer or the ASA.