Service Options
Who Is OnSite?
OnSite is a nationwide team of professional technicians experienced in installation and service for the products you'll find at MachineRunner. OnSite is an award winning Service Company servicing equipment for large manufacturers and distributors throughout the United States and Canada. MachineRunner has partnered with OnSite to offer you professional installation, warranty service and post-warranty emergency and contract service on all the equipment we sell. Having a local service representative allows you to purchase with total confidence; knowing that you will be taken care of before, during and after the sale.
OnSite is...Comprehensive, Prompt, Experienced, Nationwide
Large, nationwide service force provides local service support to maximize uptime and equipment reliability.
Technical ability to work on a broad range of electro-mechanical, hydraulic and pneumatic products.
Factory trained and certified service technicians.
Extensive in-truck parts inventory and centralized distribution for next-day delivery.
State-of-the-art service dispatch center with nationwide digital dispatch system.
Flexible service response times to meet your requirements.
Technical / parts support.
Flexible service and maintenance programs can be customized to meet your specific needs.
Top
Service Options
Together with OnSite Maintenance, MachineRunner provides a variety of maintenance programs customized to meet your needs. From installation and training, to extended warranty and service, we have a plan to meet your specific requirements.
OnSite Installation
OnSite technicians install and service MachineRunner products everyday. If you'd like to have them install your next purchase, add OnSite Installation to your cart when you add the product.
What's the difference between an OnSite plan and the manufacturer's warranty?
An OnSite Extended Warranty begins when the manufacturer's warranty ends. The manufacturer usually guarantees that a product will not be defective. An OnSite extended warranty covers repairs that will be required during normal use of a product. In addition, OnSite provides technical support, and more.
An An OnSite 1 or 2 Year Service Plan begins when you make a purchase. A manufacturer's warranty usually has you send in the product or contact local service centers for repairs. An OnSite Service Plan entitles you to on-site service on your product so you have it working when you need it. In addition, manufacturer usually guarantees that the product itself will not be defective. An OnSite Service Plan covers repairs that will be required during normal use of a product. OnSite also provides product training, technical support, and more.
Choose a plan below for details.
- Extended Warranty
- 1 Year OnSite Service
- 2 Year OnSite Service
Top
Extended Warranty
How it works:
Our extended warranty begins at the end of the manufacturer's warranty. If your product fails with normal use, you'll simply ship the item to one of our authorized repair centers. It will be shipped back to you once it is fixed.
If the item must be shipped freight because it weighs more than 75 lbs, we may send a technician to the site rather than having it shipped to a repair center for service. This will be determined on a case by case basis for freight items.
What it covers:
- Parts and Labor We will pay for the parts and labor when we service an item.
- No Lemon Guarantee Sometimes, a problem just can't be fixed. If you need service for the same problem 3 times, we'll replace the product.
- New Owners If you sell or give away the product before your extended warranty has run out, we will provide the exact same coverage for the new owner until the end of the original warranty period.
- Support You can call OnSite Monday through Friday 8:00AM - 8:00PM ET for live technical support with a trained OnSite technician.
What it doesn't cover:
- Consumables Consumables are not covered under an OnSite Extended Warranty.
- Accessories An OnSite Extended Warranty will not cover accessories unless otherwise noted.
- Damage Product damages due to customer abuse or neglect are not covered under an OnSite Extended Warranty.
Top
1 Year OnSite Service
How it works:
For one year after you make a purchase, we'll guarantee that you have it working when you need it. If you call in for service, an OnSite technician will be at your location within 24 hours.
What it covers:
- Parts and Labor We will pay for the parts and labor when we service an item.
- No Lemon Guarantee Sometimes, a problem just can't be fixed. If you need service for the same problem 3 times, we'll replace the product.
- New Owners If you sell or give away the product before your service plan has run out, we will provide the exact same coverage for the new owner until the end of the original warranty period.
- Training A technician will teach you, in person, how to operate and maintain your purchase.
- Support You can call OnSite Monday through Friday 8:00AM - 8:00PM ET for live technical support with a trained OnSite technician.
What it doesn't cover:
- Consumables Consumables are not covered under an OnSite Service Plan.
- Accessories An OnSite Service Plan will not cover accessories unless otherwise noted.
- Damage Product damages due to customer abuse or neglect are not covered under an OnSite Service Plan.
Top
2 Year OnSite Service
How it works:
For two years after you make a purchase, we'll guarantee that you have it working when you need it. If you call in for service, an OnSite technician will be at your location within 24 hours.
What it covers:
- Parts and Labor We will pay for the parts and labor when we service an item.
- No Lemon Guarantee Sometimes, a problem just can't be fixed. If you need service for the same problem 3 times, we'll replace the product.
- New Owners If you sell or give away the product before your service plan has run out, we will provide the exact same coverage for the new owner until the end of the original warranty period.
- Training A technician will teach you, in person, how to operate and maintain your purchase.
- Support You can call OnSite Monday through Friday 8:00AM - 8:00PM ET for live technical support with a trained OnSite technician.
What it doesn't cover:
- Consumables Consumables are not covered under an OnSite Service Plan.
- Accessories An OnSite Service Plan will not cover accessories unless otherwise noted.
- Damage Product damages due to customer abuse or neglect are not covered under an OnSite Service Plan.
Top
Contact Service Provider
Scheduling Service
OnSite Maintenance Center has a centrally located dispatch office that is staffed Monday through Friday 8:00AM - 8:00PM ET. If you call outside our normal business hours please leave a message and you will receive a return call the following business morning. Contact OnSite Maintenance Center by calling 1-866-667-4836 or email service@onsitellc.com. You can also send a fax to 1-801-433-1295.
When placing a service call, please have the following information ready: the make, model, and serial number of your machine as well as the address, phone number, and a contact name where the service is to be completed.
Problems
If you have questions or concerns about warranty or post-warranty service, please call 1-866-667-4836 and ask to speak with a dispatch supervisor or email us atservice@onsitellc.com. OnSite is fully committed to resolving your service issues completely and quickly.
If you would like to provide feedback on your service experience to us at MachineRunner, please call 1-800-240-6166 or email us at service@onsitellc.com.
Visit OnSite Maintenance to see products and areas that they service, or to request a service.
Top
What Is Required Installation?
To protect you the consumer and your equipment investment dollars, manufacturers set requirements for professional installation and training on certain equipment. Professional installation and training ensures that the equipment is fully operational, that electrical requirements are met, and that the end user is completely trained by a factory authorized representative.
MachineRunner has contracted with OnSite Maintenance, a nationwide service company, to provide installation and training services for all of the products we sell.
Pricing for this service is either listed on the product page, or can be obtained by calling us at 1-800-240-6166.
Top
More Help Topics
Our Customer Support pages have the answers to most of your questions. Use the list below to navigate the help sections.
