Aware of the importance that immediate attention has for our customer, HEMAQ has decided to offer a new warranty to our Service.
This warranty will be integrated to our Atencion Plus Service 24/7 available for over 15 years.
From now on, when our customers call for a service request to our toll free number, Atencion Plus 01-800-000-PLUS (7587), we warranty to be at our customer's site in less than 24 hours. Otherwise that day the service will be free of labor costs.
Please read the details of the Atencion Plus Warranty in order to know how it works.
To start time counting, date and hour of our regular Business hours, will be considered to receive purchase order of the service either via email or fax.
In case, your company does not require purchase order to make payments, our quote with acceptance signature by an authorized person for those purposes can be considered.
For emails, it should be send to email@example.com.
For fax, (81) 8351-3102 in Monterrey for North zone, or (55) 5370-3999 in Mexico City for South zone.
Closing time to calculate or response time will be based on date and time our Service engineer arrives at access gate of our customer’s facilities.
In case airplane or bus has to be used as transportation, time of response will change to 36 hours as maximum, as long as there is transport available the next day we receive the purchase order. Does not apply when there is a cancellation in our reservation for causes out of HEMAQ’s control.
The hours to apply time counting in our response will be based in the following criteria;
Calendar time based, only in services that have extra time authorized from the beginning, considering that this service is provided out of business hours. Business hours based, HEMAQ business hours are Monday thru Friday from 8:00 to 18:00 hours and Saturdays from 9:00 to 13:00 hours for any service.
Business hours based, HEMAQ business hours are Monday thru Friday from 8:00 to 18:00 hours and Saturdays from 9:00 to 13:00 hours for any service
This warranty does not apply during Holly Week (2 weeks), neither the period, between December 21 to January 5 of each year, nor official holidays.
This plan only applies for machines that are out of service. In other words, when the machine can not produce due to the reported causes.
Atencion Plus Warranty does not apply for requested services in warranty of machines, parts or services.
In order to be eligible for Atencion Plus Warranty, the customer must not have any pending payments. In other words, must not have overdue payments at the moment the service is requested and not have pending previous services purchase orders that have been completed already.
Atencion Plus Warranty does not cover travel expenses caused during the service.
HEMAQ reserves the right to change or cancel this program with out previous notice. Atención Plus Warranty, a new service that only HEMAQ can offer.
*Note: This warranty applies only to the OKUMA line