General support

What is meant by technical support?

Direct contact with a local language speaking technical engineer to assist with any questions or on-site support visit requirements.

What is a Service Centre?

A local facility that can offer repair, calibration and 'repair by exchange' services.

What is meant by test capability?

A local facility that can offer calibration and 'repair by exchange' services.

What do Renishaw training facilities offer?

Training courses are held at a local training facility to help customers realise the full potential of their Renishaw systems.

What is a Solution Centre?

A secure development environment in which customers can build their knowledge and confidence in using Renishaw technology.

What is RBE?

RBE stands for ‘Repair by Exchange'.

What is the benefit of a RBE service?

Customers can send their faulty unit to Renishaw and instead of waiting for it to be repaired they can purchase an RBE unit.

What is a RBE unit?

All our RBE units are to the latest production standard.

What happens to faulty returned units?

These are either refurbished to the latest standard or scrapped. All refurbished units are then used as replenishment for RBE stock units.

Will our original faulty unit be returned to us?

Under the RBE service, no faulty unit would be returned unless a customer decides that they do not want to proceed with the replacement service.

Are there any other benefits to the RBE service?

Yes, besides a rapid response, which minimises machine downtime, it comes with a longer warranty than a repair and the RBE unit has all the latest up to date technology.

When would RBE not be offered?

If the unit is older than 10 years* and has never been previously serviced or it has been damaged to a point whereby it could not be reworked - Renishaw will advise upon receipt of your unit.

* excluding capital equipment

What happens if I damage my unit?

Return the unit for assessment - although there might be cosmetic damage it could still be refurbished and Renishaw will advise upon receipt of your unit.

What if I don't know how old my unit is?

Return the unit for assessment and Renishaw will advise upon receipt.

How do I return a unit?

Go to our ‘Contact us' page and find your local support office, who will advise you of their local procedure for returning units.

Please ensure that:

• Products are packaged safely and securely to prevent possible damage in transport, using the original Renishaw packaging, if available.
• Where applicable inclusion of signed de-contamination forms.
• All batteries are removed.
• An advice slip is included, detailing:
• • The return address and a contact email / telephone number.
  • The reason for the return
  • Any relevant correspondence that you may already had with Renishaw.
• If an RMA has been supplied, the number is written on the box and/or on the paperwork.

Do you offer fixed price repair?

On some products there is the option of either a fixed price or a parts and labour price. Please contact your local support office who will be able to advise further.

What are your standard warranty terms?

We have a variety of warranty terms and warranty support agreements that can be tailored to your specific needs and Renishaw products. Please send us your enquiry and we will respond directly to you.

What will you cover under a support agreement?

We are flexible in our approach and will understand your requirements so that a support agreement can be tailored to your specific needs, whether it be warranty extension, maintenance, repairs, training, response times, etc. Please send us your enquiry and we will respond directly to you.

Do your training courses have fixed agendas?

We have different types of courses, some follow a standard course layout, but we also offer courses that are tailored to meet with your specific needs, working environments and industry standards. Please send us your enquiry and we will respond directly to you.

Are your training courses just held at your local facilities?

No, we offer courses at one of our global training centres or at your site. Please send us your enquiry and we will respond directly to you.

What should I do when I have a technical problem with my system?

You can either review our technical library for self-help tools, send us an enquiry form stating your problem or go to our ‘Contact us' page to find your local support office.

Do you offer on-site service?

Yes, we have a global network of technical support and application engineers that are ready to offer support at a customer site whether it is for installation, commissioning, preventative maintenance, training or in a breakdown situation. Please contact your local support office who will be able to advise further.

Do you offer upgrade packages?

Yes, it has always been Renishaw's aim to support our customers throughout the life-cycle of their product and beyond. Please send us your enquiry and we will respond directly to you.