Is to offer you the highest level of support to maximize the productivity of your Palomar Technologies equipment and help you minimize downtime.
Customers may call us direct at (760) 931-3685 or toll free at (800) 854-3467, Monday–Friday, 7:30am–4:30pm (Pacific Time). Please be prepared to provide the following information, so that we may better serve you:
- Contact information—name, telephone number, and hours of availability
- Company name
- Model and serial number of equipment
- Software version currently installed
- Description of problem, questions, or comments
- Description of the application/production process
Purchasing a piece of equipment from Palomar Technologies doesn’t begin and end there—we want to be a partner in your successful use of our equipment, and that includes providing support if there’s a problem. We offer a standard warranty and an extended service contract.
Standard Warranty
Our standard warranty covers defects in material and workmanship. Please notify Palomar promptly, in writing, if any problem(s) occur during the warranty period to ensure that the situation may be addressed in a timely manner.
Included*
· Parts and labor, new systems—when related to product defect, 12 months
· Replacement parts, new systems—when related to material or workmanship defect, 90 days
· Parts and labor, refurbished systems—when related to product defect, 90 days
· Spare parts and labor—when related to product defect, 90 days
· Expendable items—discretionary repair, replacement, or refund when related to product or workmanship defect, during applicable warranty period
Excluded*
· No warranty for items consumed under normal operation
· No implied warranty of merchantability or fitness for particular purpose
· Not liable for incidental, special, or consequential damages, or delay or loss of use
*Subject to warranty conditions.
You may be interested in the additional support that our extended service contract includes.
Extended Service Contract
Our extended service contract is a comprehensive plan that provides full coverage proactive maintenance and emergency support at a fixed annual price.** This contract is available for the latest versions of equipment, so an equipment upgrade may be required—price incentives may apply when purchasing an upgrade and extended service contract at the same time.
Features
- Parts, labor, and travel expenses for scheduled and emergency service calls
- Preventive maintenance service calls, including system calibration
- Unlimited emergency on-site service calls; typical on-site response time of 48 hours (not including weekends or holidays)
- Priority overnight shipment of replacement parts
- Technical help desk support
- Bonder operating software upgrades (as necessary)
- 10% discount on spare parts
Requests for spare parts, technical support, and field service can be made at (760) 931-3685 or toll free at (800) 854-3467, Monday–Friday between 7:30am-4:30pm (Pacific Time).
Benefits
- Minimize system downtime
- Maximize the life of your equipment
- Maximize productivity
- Predictable cost (a fixed annual fee)
- Eliminate/reduce spares inventory cost and management
- Eliminate PO approval and processing cycle time for spare parts and service calls
- Access to technical expertise
- Prioritized problem resolution
**Subject to contract Terms and Conditions.
Performance upgrades allow you to extend the life of your purchased equipment and also take advantage of our ongoing efforts to improve functionality. Upgrades are available for the Model 3500-II Component Placement Work Cell and the Model 8000 Wire Bonder & Ball Bumper.
Bonder operation, programming, and maintenance training courses are scheduled throughout the year at our Carlsbad facility, and can be performed at the customer site. Customized courses can be designed to meet any special requirements. Please contact Product Support at 760-931-3685 or email to customerservice@bonders.com
New Bonder spare parts and subassemblies are available for purchase. Depending on your system, refurbished items, such as bondheads, Cognex cards, and die collet heads, may be purchased at a reduced price if they are available. Bonder consumables, such as gold wire, capillaries, and lightbulbs, are available in new condition only.
Requests for spare parts can be made at (760) 931-3685 or toll free at (800) 854-3467, Monday–Friday between 7:30am-4:30pm (Pacific Time).
You can save money by purchasing refurbished bonders and parts. Our refurbished bonders undergo a high quality restoration, and are completely burned in and tested to the same exacting standards that we apply to our new equipment.
Depending on your system, refurbished items, such as bondheads, Cognex cards, and die collet heads, may be purchased at a reduced price if they are available.
Please contact Product Support at (760) 931-3685 or send an email to customerservice@bonders.com for more information.