Support

Our specialization

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:

AWARD WINNING SUPPORT

We love our customers! CNC Factory offers lifetime, technical machine support (via phone & e-mail) for our customers before and after installation. In addition, we provide optional customized software and virtual support to help ensure a continuous production. For support call (714) 581-5999 or email us at support@cncfactory.com

EMAIL SUPPORT

Email your questions directly to our support desk at support@cncfactory.com. Your response will receive quick attention and it’s free!

VIRTUAL SUPPORT

Virtual support is a great way to allow us to virtually be at your side and help navigate a new project or provide training. Call or email us to schedule a virtual meeting.

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.

SOFTWARE UPDATES

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

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.


SERVICE FOR HIRE

We'd be happy to provide any other custom support service you need. Just ask us at (714) 581-5999.

TELEPHONE HOTLINE

You will find the answers to most questions in the knowledge base or on one of the training videos about our machines. If you have questions or support needs outside of our machines, or on software or software training, you can call and schedule support time. Calls are billed at $75 per incident plus $75 an hour for all support over 60 minutes. To schedule a meeting, simply drop us an email at support@cncfactory.com.

ONLINE TRAINING

CNC Factory recommends TeamViewer to assist our customers with live, internet-based training. This service is provided as needed for our customers. Calls are billed at $75 per session plus $75 an hour for all support over 60 minutes. To schedule a meeting, simply drop us an email at 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 at 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 $1,000/day plus all travel expenses.

WARRANTY

New woodworking machines sold by CNC Factory carries an 18-month warranty effective from the date of shipping.  CNC Factory guarantees all new machines sold to be free of defective workmanship, parts or material.  We will repair or replace, without charge, any parts determined by CNC Factory Inc., to have a manufacturer’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 maintenance, cleaning, misuse or abuse, the customer will be responsible for the cost to replace the item/part, plus all related shipping charges.  This limited warranty does not apply to natural disasters, acts of terrorism, normal wear or tear, product failure due to lack of maintenance or cleaning, damage caused by accident, neglect, lack of or inadequate dust collection, misuse/abuse or damage caused where repair or alterations have been made or attempted by others.  CNC Factory Inc., is not responsible for additional tools or modifications sold or performed (other than from/by CNC Factory Inc.) on any CNC Factory Inc. part or machine.  Warranty may be voided upon the addition of such described tools and/or modifications, determined on a case-by-case basis.  Normal user’s alignment, adjustment, tuning and machine settings are not covered by this warranty.  It is the responsibility of the user to understand basic machinery settings and procedures and to properly maintain the equipment in accordance with the standards provided by the manufacturer.  Parts, under warranty, are shipped at CNC Factory Inc.’s cost either by common carrier, FedEx ground services or a similar method.  Technical support to install replacement parts is primarily provided by phone, fax or email.  The labor required to install replacement parts is the responsibility of the user.  CNC Factory Inc.  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.

We provide the best in the industry

CNC FACTORY
4021 West Chandler Ave.
Santa Ana, CA 92704

OPERATION HOURS
Mondays to Fridays: 8AM -5PM
Saturdays: 9AM – 4PM
Sundays:  By appointment

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