Spaceman USA Service Process

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 or call in to Spaceman USA technical support, 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.

    • Related Articles

    • Spaceman Warranty Labor and Allowances

      Documentation :: Warranty Labor and Refrigerant Allowances Note: The below information is strictly guideline used for authorizing warranty work.  We understand every situation is unique and extenuating circumstances may require additional time for ...
    • FB: Troubleshooting Machine Not Cooling

      Troubleshooting :: Frozen Beverage :: Not Cooling Introduction If your Spaceman USA machine is not cooling, there are often some very simple reasons that can be quickly checked to resolve the issue.  Please follow and verify the steps below to ...
    • SS: Troubleshooting STOP1 Errors

      Troubleshooting :: Soft Serve :: STOP1 Errors Introduction Spaceman Soft Serve machines have built-in protections that may appear on your screen from time to time.  These protection errors are specifically designed to help prevent damage to your ...
    • SS: Troubleshooting STOP2 Errors

      Troubleshooting :: Soft Serve :: STOP2 Errors Introduction Spaceman Soft Serve machines have built-in protections that may appear on your screen from time to time.  These protection errors are specifically designed to help prevent damage to your ...
    • FB: Troubleshooting Frost Check

      Troubleshooting :: Frozen Beverage :: Frost Check Introduction As a diagnostic check, Spaceman may recommend performing a Frost Check to determine the functionality of the refrigeration system.  This test should ONLY be performed for diagnostic ...