Spaceman USA - L1 Standard Service Process

Spaceman USA - L1 Standard Service Process

Introduction
This guide outlines the process for servicing your Spaceman equipment.
Service Process – Machine Issues
  1.  Troubleshooting, all machines
    1. Send an e-mail to success@spacemanusa.com or call our support line, be prepared to provide:
      1. Business Name and Primary Contact Information
      2. Model Number
      3. Serial Number
      4. Description of your issue
    2. Spaceman will provide troubleshooting steps or functionality test via email or over ​​​​the phone. 
  2.  Requesting service for machines within warranty period
    1. If you do not wish to troubleshoot remotely, or it is determined unlikely that warranty service is applicable, but still wish to schedule service.  Skip to 2c, Option C
    2. If you troubleshoot remotely, and it’s determined that a warranty service is probable it will greatly reduce machine down time by helping to prepare local ASA with information and parts for a successful visit and increase likelihood of 1st visit fix. 
      1. Option A – Managed Service
        1. Customer must return signed Service Authorization Form prior to our dispatch.  Otherwise, skip to Option B
        2. Spaceman will coordinate and schedule service through the National Service Coop (NSC) or direct through a local Authorized Service Agent (ASA)
        3. If a part is required, Spaceman will 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:  Spaceman does not reimburse warranty parts purchased from a vendor.  Warranty parts must be sent directly from Spaceman USA.
        4. If the issue is determined to be covered under warranty, Spaceman will authorize the warranty and approved service time.
        5. If the issue is determined to not be covered under warranty, the customer will be responsible for payment of the service bill and applicable fees as outlined in the Service Authorization Form.
      2. Option B – Customer Coordinated Warranty Service
        1. Spaceman will create a Warranty Record for your account and provide email instructions (Setting Warranty Service) on setting service with local Authorized Service Agents (ASA).  Spaceman will provide a warranty authorization number to be provided to the technician when requesting service.
        2. If a part is required, Spaceman will 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:  Spaceman does not reimburse warranty parts purchased from a vendor.  Warranty parts must be sent directly from Spaceman USA.
        3. If the issue is determined to be covered under warranty, Spaceman will authorize the warranty and approved service time and can be billed directly by the ASA or will reimburse the customer.
        4. If the issue is determined to not be covered under warranty, the customer will be responsible for payment of the service bill.
    3. Option C – No Troubleshooting Customer Coordinated Service - If you do not wish to troubleshoot remotely,
      1. Spaceman will provide email instructions (Setting No-Troubleshooting Service) on setting service with local Authorized Service Agents (ASAs).  
      2. Customer must notify Spaceman of chosen ASA and scheduled time of service in advance, so that Spaceman can contact the ASA prior to the scheduled service with troubleshooting information, direct contact for reaching technical support, and further guidance on resolving the issue.  This will expedite resolution.
      3. It’s advised to call Spaceman while the technician is on site to expedite the experience and ensure proper resolution. 
        1. If the issue is determined to be covered under warranty, Spaceman will authorize the warranty and approved service time.
          1. If a part is required under warranty, Spaceman will 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:  Spaceman does not reimburse warranty parts purchased from a vendor.  Warranty parts must be sent directly from Spaceman USA.
        2. If the issue is determined to not be covered under warranty, the customer will be responsible for the service bill.
          1. If a part is required, Spaceman will provide the customer and/or the ASA with correct part numbers and links to purchase parts from PartsTown.  These parts may be purchased by the customer or the ASA.
  3. Requesting service for machines outside of the warranty period
    1. Spaceman encourages customers to utilize troubleshooting guides and preform a functionality test.  Our support and success teams will provide appropriate direction. 
    2. If you would like to request service:
      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.
        1. If a part is required, Spaceman will provide the customer and/or the ASA 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 Machine Not Cooling

      Troubleshooting :: Soft Serve :: 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 STOP2 Errors

      Troubleshooting : : Soft Serve :: STOP 2 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 ...