Schedule A Support Ticket: Troubleshooting Made Easy
Bend-Tech is one of the few manufacturers that designs custom software for our CNC plasma cutting machines, and because of this, we are able to offer in-software support at the click of a button. This makes us the industry leader in terms of ease of access to customer support.
Schedule a Support Ticket: Let’s Get You Up and Running
The most convenient way for you to get support is built into the software itself. Just look for the “Support Request” button inside our software. This automatically allows a Bend-Tech Service Technician to see what you’re working on, as well as any additional information you provide to help us better understand the problem. Of course, you can always give us a call, send an email, or submit a contact form to get support from Bend-Tech.
Our ticket system is set up so your inquiry is regarded with the same amount of urgency by our support team members no matter which method you use to contact us. We’re here to serve you in your preferred communication style.
How to Submit a Support Ticket
When you submit a support request, it will take snapshots of any open projects — as well as your libraries and settings — and sends it to our Service Technicians to take a look at.
You can also attach any relevant files that you’re having trouble with. These can be anything from a screenshot of a Bend-Tech computer to a design file you might be having trouble importing. There is also a spot for you to leave a short, detailed description of the issue you’re having to give Service Technicians additional background and helps us figure out what direction we will go in to resolve the issue.
We advise leaving the “Service Tech” option blank unless you are working with a technician. Leaving that box blank ensures that the support request is delivered to the entire support team and can be addressed promptly.
Support Tickets Make Troubleshooting Easy
Support tickets are usually completed remotely. We recommend our customers be at their computers during these sessions, especially if we are on a live call, so that any setting changes we make can be completed seamlessly.
A Service Technician will look at your software settings, the project you’re currently running and any relevant files during the support session to get an idea of what’s going on and develop a game-plan.
If the issue is more complex than a short, remote session, our support team is also willing to jump on a video call or, if need be, travel to visit you on-site with replacement parts in tow. This is rarely necessary, but you can rest easy knowing we’re here to ensure your success no matter what it takes.
Some of our most common support tickets are about cut quality, and how customers can better clean up their cuts. In those cases, our support team will go through several possibilities, including issues in design files, machine speeds, feed rates, and amperage to ensure that customers are getting the most out of their plasma-cutting technology.
Other times, we recommend replacement parts to ensure machines are functioning at their maximum potential. Consumables and other machine components wear out (even faster if they are not properly maintained), so customers have to replace them occasionally. Our Service Technicians can help operators identify which parts are causing trouble and get an order in for replacements.
If you’re having difficulties with your Bend-Tech software or machine, reach out to our support team, and we’ll get you back up and running in no time.
