Support

CNC Factory offers a wide selection of services and support designed to assist you with your daily operations and custom needs. 

Here’s a quick overview of the services we provide our customers:

SOFTWARE UPDATES

All updates are provided free of charge for the first 3 years of ownership

WEB BASED SUPPORT SYSTEM

Our customers enjoy a web based support system designed to assist our customers with up to the minute additions to our knowledge base.

VIDEO TRAINING

Our customers have access to free training videos covering a wide range of topics from basic use of the machine and software to advanced automation techniques.

EMAIL SUPPORT

Email your questions directly to our help desk.  Your response will receive quick attention and it’s free for 12 months.  Support@cncfactory.com

SERVICE FOR HIRE

Telephone Hotline

You will find the answers to most questions in the knowledge base or on one of the training videos.  If you have a specific question, post it on the forum or email support and if you have an urgent question that needs immediate attention, give us a call.  Calls are billed at $ 75 per incident plus $75/hour for all calls over 60 minutes.

Online Training

CNC Factory uses GotoMeeting to assist our customers with live internet based training.  This service is provided as needed for our customers.  Time is billed at $75 per hour, sold in one hour increments, and scheduled in advance.  To schedule a meeting simply drop us an email to support@cncfactory.com

Onsite Training

CNC Factory offers on-site training and support for our customers.  To schedule a meeting simply drop us an email to support@cncfactory.com or call (714) 581-5999 to schedule the Onsite Training day(s) and one our trained support staff will be happy to visit your shop.  Training is billed at $1000/day plus all travel expenses.

WARRANTY

New woodworking machines sold by CNC Factory carries a one-year warranty effective from the date of shipping.  CNC Factory guarantees all new machines sold to be free of manufacturesers’ defective workmanship, parts and material.  We will repair or replace, without charge, any parts determined by CNC Factory Inc,. to be a manufactuer’s defect.  We require that the defective item/part be returned to CNC Factory within 15 days.  In the event the item/part is determined to be damaged due to lack of maintencance, claning or misused/abuse,the customer will be re sponsible for the cost to replace the item/part, plus all related shipping charges.  Thislimited warranty does not apply to natural disasters, acts of terrorism, normal wear or tear, product failure due t lack of maintenance or cleaning, damage caused by accident, neglect, lack of or inadequate dust collection, misuse/abuse or damage caused where re pair or alterations have been made or attempted by others.  CNC Factory Inc., is not responsible for additoanal tools or modifications sold or performed (other than from/by CNC Factory Inc.) on any CNC Factory Inc. woodworking machine.  Warranty maybe voided upon the addition of such described tools and/or modificaions, determined on a case-by-case basis.  Normal users alignment, adjustment, tuning and machine settins are not covered by this warranty.  It is the responsibility of the user to understand basic woodworking machinery settings and procedures and to properly maintain the equipment in accordance with the standards provided by the manufacdturer.  Parts, under warranty, are shipped at Smart Shops Inc.’s cost either by common carrier, FedEx ground services or a similar method.  Technical support to install repalacement parts is primarily provided by phone, fax or email.  The labor required to install replacement parts is the responsibility of the user.  Smart Shop is not responsible for damage or loss caused by a freight company or other circumstances not in our control.  All claims for loss or damaged goods must be notified to CNC Factory within twenty-four hours of delivery.  Please contact our Customer Service Department for more information.  Only new machines sold to the original owner are covered by this warranty.  For warranty repair information email support@cncfactory.com or call (714) 581-5999