The Service Exchange—Fast and uncomplicated help from HEIDENHAIN when service is needed

Fast and uncomplicated help from HEIDENHAIN when service is needed.

It’s a nightmare for any manufacturing company, but it happens again and again—a machine goes down. In many cases, the cause is the failure of an assembly or a device in the machine, and the repair cost is moderate. But these repair costs are multiplied by incomparably more serious factors like loss of production, shipping delays, personnel costs, logistical trouble, and much more. This all finally results in painful losses, and the longer production is blocked, the heavier the loss. The old saying, “Time is money,” is never so true for those affected as in this situation.

No matter how much quality control or machine maintenance you plan in, you’ll never be able to rule out the possibility of machine downtime. You can only set the goal of keeping its consequences as small as possible. In such incidents, time is of the essence. And time is exactly what HEIDENHAIN Service offers with its special exchange service for very many components.

In a service emergency, all you need is a call to HEIDENHAIN. An exchange unit is then shipped to you immediately and free of charge. For customers inside Europe, the unit frequently arrives within 24 hours and production can roll again. So you get help definitely and without any red tape.

Send your defective unit to HEIDENHAIN within four weeks of his call. Here it will be repaired, and you will be billed only for the repair costs actually incurred. In return for the delivered exchange unit, which you keep, HEIDENHAIN gains ownership of the repaired unit for use as an exchange unit in further such service incidents. Not only is the customer helped quickly and simply, thanks to HEIDENHAIN Service Exchange the repair costs are reasonable and easily calculated.

Your benefits

  • Short down times
  • Immediate delivery of a replacement
  • High degree of availability of service units in the exchange stock
  • Uncomplicated handling
  • Fair prices
  • One-year guarantee of function for the exchange unit

The HEIDENHAIN Service Exchange procedure

  • We’ll send you a replacement from our exchange stock immediately and free of charge.
  • You return your defective unit to us within four weeks.
  • We’ll repair your defective unit and charge you the actual repair cost.
  • You keep the unit that we sent you. When you pay the repair invoice, it becomes your property.
  • The returned unit becomes our property and will be used for other exchanges.
  • In the following cases, we’ll invoice you 80 % of the price of the exchange unit:
    - The returned device is damaged beyond repair.
    - You do not return the defective unit within four weeks.
    - The returned unit is not the same as the supplied replacement (has a different ID number).

You want to learn more about the HEIDENHAIN Service Exchange?

Please contact the free HEIDENHAIN helpline:
Phone +49 8669 31 3121

Technical support

NC Support Helpline
+49 8669 31-3101

PLC Programming Helpline
+49 8669 31-3102

NC Programming Helpline
+49 8669 31-3103

Encoders Helpline
+49 8669 31-3104

Application Programming Helpline
+49 8669 31-3106

Replacement Parts and Repairs Helpline
Germany: +49 8669 31-3121
International: +49 8669 31-3123

Please use our request form to send us a question.

Request form