Avoid
Obsolescence with Continuing Updates
CNC
Router technology has advanced dramatically and the rate
of change is increasing. A machine purchased today may
be at a competitive disadvantage to newer machines in just
a few years. Thermwood is the only CNC router manufacturer
that protects you from this danger by offering ongoing
system software and hardware updates. The Advanced Support
Program offers these updates at the lowest possible cost.
The system software update, normally $2,500 for each year
is included free of charge for member companies. Savings
on software upgrades alone can easily pay for membership
in the Advanced Support Program.
Service
is Virtually Instant
A
system called "Virtual
Service" is provided for members of the Advanced
Support Program. "Virtual
Service" is a powerful audio and video link,
using a standard phone line, between the customer's
91000/Gen 2 SuperControl and the Thermwood service
department. When the "Virtual
Service" link is established, the customer
can see and talk to the Thermwood service technician
and the service technician can see, not only the customer,
but also all of the critical parameters of the control.
It essentially gives the service technician as much
information as standing in front of the customer's
control itself. 
Through this link, the control can
be diagnosed in real-time while programs are being
executed and corrections can be made. Programming errors
can be found and corrected on-line. Customers can typically
handle many mechanical problems if they are shown what
to do, so videos can be launched by the Thermwood technician
to be viewed by the customer. "Virtual
Service" can effectively handle most difficulties
and problems that occur. This
reduces or possibly eliminates a costly service trip,
when resolved by a simple phone call. It provides service
in minutes instead of days or weeks, reducing both
downtime and frustration.
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Nearly
Eliminate Service Cost
As
a Thermwood customer you already know how incredibly
reliable Thermwood machines are, but even healthy people
invest in health insurance. As a member of the Advanced
Support Program, your 91000/Gen 2 SuperControl is covered
by an ongoing limited warranty, both parts and labor.
For as long as you remain on the program, all defective
control system parts are free. Should you need service
labor to repair or replace a control system part, you
simply pay for travel expenses and the labor is also
free. In fact any service labor required to repair
or replace any part of the machine found to be defective
is free under the program (Labor Warranty applies only
to U.S. customers with machines already connected to
Virtual Service.) And if you require repair parts,
they are available at a 20% discount. A single major
problem can easily pay for the program for several
years.
Thermwood
operates the Advanced Support Program for two purposes, to
keep your Thermwood CNC router updated and competitive and
to insure against major expenses for repair. The unstated
goal underlying the entire program is to do these things
at the lowest possible cost to you, the Thermwood user.
You
have purchased your CNC router from the one company dedicated
to continuous technical updates, Thermwood. Most CNC control
and machine manufacturers want your machine to become old
and obsolete so you eventually discard it and buy a new one.
The problem is that you may spend many, many years nursing
along a machine that really can’t compete with the new
machines your competitors are buying. Even if it is state-of-the-art
when you buy it, it is quickly eclipsed by advancing technology.
You are faced with a dilemma. If I don’t buy a modern
machine I won’t be able to compete today and if I do
buy one, it will quickly become obsolete and I still won’t
be competitive.
You
have selected the best, most advanced CNC router on the market.
Now, maintain your competitive advantage and keep your machine
in top working order by joining the Advanced Support Program.
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The
Advanced Support Program is the Answer.
Thermwood
wants its customers to be the most competitive, most
successful companies in the business. If our customers
grow because of our machines, they will buy more machines.
They will be successful and we will be successful,
a great partnership.
Thermwood
is in a unique position to support this partnership. We are
the only CNC router manufacturer to control all technical
aspects of our machines. We build our own controls and maintain
an aggressive ongoing technical research and development
program. We make certain that new advances can be retrofitted
to older machines. Our competitors must purchase their controls
from others. These commercial CNC control manufacturers get
half or more of their revenue from replacing their own obsolete
controls in the field. They have little interest in prolonging
and enhancing existing controls, so even if the machine manufacturer
would like to keep you updated, they can’t do it.
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The
Advanced Support Program is Simple.
You
pay a small ongoing fee for each machine on the program.
In return you get an software update, free of charge
to bring your system up to current standards. If you
are not on the program, this update will cost $2,500. If
new hardware is required for future software versions,
those components will be quoted at the time of the
upgrade. With the software and possibly hardware update
you have the same features and performance as a new
machine, each year, for a tiny fraction of new machine
cost. This may mean faster speeds, smoother operation
and new control features, but there is even more to
the program.
Members
are provided with “Virtual Service”. With this
powerful audio and video link the customer can see and talk
to the Thermwood service person and the service person can
see, not only the customer, but also all of the critical
parameters of the control. It essentially gives the service
technician as much information as standing in front of the
customer’s control itself. The control can be diagnosed
in real-time while programs execute. Corrections can be made
to the control, programming errors found and corrected, and
mechanical problems communicated. Videos, showing how to
perform many maintenance functions, can be launched by Thermwood
to be viewed by the customer. It reduces service cost but
retains highly qualified service people. It provides service
in minutes instead of days or weeks, reducing both downtime
and frustration.
With
the purchase of a new machine Thermwood offers a one-year limited
parts warranty. There is no cost to correct defects in parts
or workmanship during that period although, if a technician
is required to travel to your facility, you are required to
cover the travel expenses. Under the Advanced Support Program
this warranty is extended for the control system continuously.
At any time should a part on the control system fail, it is
covered just as if it occurred during the first year. Drive
Modules, Frequency Converters, and Air Conditioners are not
part of the full control system warranty.
Those
of you who have run Thermwood machines for some time realize
that the control is extremely reliable. If it weren't, we would
not be able to make this offer. Still, things can and do fail
and many times repair or replacement can be quite expensive.
You can think of the Advanced Support Program as an insurance
policy. For a small premium, an unlikely, but expensive problem
can be handled at no cost. But there is more.
In
addition to full parts coverage of the control, we offer continuing
labor warranty on the control system and the machine (Labor
Warranties apply to U.S. customers only.) Should your machine
fail for any reason, you can get a qualified technical service
representative to travel to your facility for no cost other
than travel expenses. This labor warranty does not cover routine
maintenance or customer inflicted damage.
In
addition, repair parts for all machines enrolled on the program
are available at a 20% discount. A single major event can save
you the cost of the program for several years.
This
web site is designed to explain the program and inform you
of what you might be missing with older control software. The
site also has a suggestion box where customers that are on
the program and also people that are not on the program can
give us there suggestions for software enhancements. We want
to know your ideas, being first hand users of the 91000/Gen
2 SuperControl,
for potential features that could benefit you in your daily
operation.
The Advanced Support Program is available for any Thermwood Model machine equipped with a 91000/Gen 2 SuperControlfor $225.00 monthly per machine or, at a discounted rate (reference the payment chart below).
