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Frequently Asked Questions

First Time Customer. What do I do?

Contact your local salesperson or contact our Customer Service department at 704-629-9722. Please fill out this Application for NET 30 and/or Credit Card Authorization and mail or fax it to our office.

What do I do if I can't find my item listed in your catalog or web site?

The listings in our catalog are more detailed than on our web site yet each represent only a "snap-shot" of our service capabilities. ESS Automation develops new capabilities virtually every day. If your item is not listed in our catalog, or the manufacturer's name is not listed on the web site please contact us to arrange a free evaluation of any item. Many items we receive for evaluation are similar in form and function to items we already service. Some evaluations will take a little longer while we develop documentation sources, parts sources and technical procedures.

What address do I use for sending in repairs?

Ship all repairs to: ESS Automation, 1318 Ramseur Rd., Bessemer City, NC 28016

What paperwork do I need to include with my shipment?

Each shipment should include a packing list to ensure prompt processing. You can use this Service Authorization Form , your own packing list, or Purchase Order. Please include the following:

• Company name, address, telephone and fax number, and key contact person.
• Itemize all units by quantity, manufacturer, part number and any other descriptive information. If shipping more than one carton please include a packing list in each box.
• Mark any special instructions or requests clearly.
• If you have Manuals and Schematics for items not listed in our catalog or on the Web Site, please send them with your items. We will return them to you after completing the repairs.

Can I drop off an item at your facility?

Certainly, although we would be happy to come to you. Remember we close at 4:30PM. Please see the directions so that you actually make it to our facility.

How do I get my repair to you?

If you live outside of our general area, package your item carefully in packaging suitable for the size and weight of the item. Both FedEx and UPS have online calculators to help determine your shipping cost - use ZIP 28016 as the destination.

Will you quote me before you repair?

If your procedures require quote and approval before the repair process begins, please clearly mark "Quote Before Repair" on your packing slip. A Request for Quote Approval will then be faxed, e-mailed, or mailed to you. Your order is placed in a holding area awaiting your quote approval. To avoid delays, please respond promptly to all quotations. If the item is not approved within sixty (60) days of the first quote it will be returned unrepaired.

Do you charge for quotes or estimates?

Generally no. The exceptions to this are rush jobs, some drives and inverters and other items that may need excessive labor time just to estimate. We will not commence work on any assembly until the customer has been advised of any estimating cost.

How can I get priority service for my repairs?

For "RUSH" service please write the word RUSH on your packing list. When you order "RUSH" services we make every effort to ship the item(s) as soon as possible. You may also call a Customer Service representative at 704-629-9722 to RUSH any job already in process. All rush jobs will incur an extra fee simply because we have to stop the process of someone else's repair in order to handle the rush item.

What if you find nothing wrong with my item?

If we test an item that you have authorized us to repair and we find no problem with the unit, you will be assessed a bench testing fee. This is because it takes a technician longer to troubleshoot a functioning board than it does to find problems with a board that is malfunctioning.

Do you accept credit cards?

Yes, we accept MasterCard, Visa and American Express. However, at this time we do not accept credit cards over the Internet. You may call our office with your credit card number, or fill out this credit card form and mail or fax it to us.

What is the label that you applied to my job?

A unique coded label is applied to every ESS Automation repair for service history reports and warranty services tracking. Warranty cannot be claimed for any items that have had their ESS Automation sticker removed, tampered with, or altered in any manner.