As one of our valued customers we thank you for your business and continued support—because of your trust in Kval equipment we are now operating in our 73rd year of business!
We pride oursleves on pushing technological advances and addressing growth in an ever-changing market. As the complexity of our equipment grows with the needs of our customers, providing excellent service and developing support resources has become a main focal point of our company's vision. In order to meet the demands of this goal we are making changes to our support policies, detailed below.
These rates apply to field service (tasks that are performed at or on the way to your plant).
Used machine install & setup
Weekends: 45% surcharge on top of standard rates.
Includes labor for one support tech at our facility.
Effective July 1, 2019
Over the past several years we have heavily invested in the development of new systems to improve phone support, issue management, and service tracking. We allocate substantial resources to the production of DIY tutorials and troubleshooting videos as well as model specific documentation; all of which are available right here on our website. Want to see an additional resource created? Just send us an email detailing your idea!
Historically we have provided free phone support for all machines, regardless of equipment age, warranty, or original purchase status. However due to the growing costs associated with this level of support combined with the size of our customer base—and taking into account the availability of self-help tutorials and documentation—we will no longer provide free phone support longer than 15 minutes for out of warrany machines.
First 15 minutes of call (per issue/day)
With pre-purchased block of support time (5 hour min.)
Invoiced on-demand by Service Department
Door-lite template creation
Phone Support F.A.Q.
When will these changes take effect?
We announced our plans to start billing for phone support in May 2019, and these policies will go live on July 1, 2019.
Kval has never charged for phone support before, why start now?
We recently launched a service expansion campaign to improve our capability to provide excellent customer service to our ever growing customer base. Utilizing the revenue generated from non-warranty remote service, we are expanding resources in the form of systems infrastructure and additional service technicians. We do this so that we will have the means necessary to sustain an excellent service department with faster response times.
How does the billing work?
For each non-warranty issue logged, customers will still receive 15 minutes of trouble-shooting and assistance for free. Customers will be billed for the amount of time that extends over the first 15 minutes in 15 minute blocks.
There are two billing options:
Pre-purchase discounted blocks of time through our parts department or e-store which will be added to your account and automatically tracked as you call.
Receive an invoice directly from our service department at the standard rate.
If I have to pay $100/hr or $120/hr why not just request a field tech come in for $135/hr?
Our remote support team strives to provide our customers with the fastest solution possible, and in most cases issues can be diagnosed and resolved quickly. Taking into consideration travel time, hotel, rental cars, etc., the cost of a single field techician visit immediately surpasses the cost of phone support.
What happens if I run out of credit during a call?
The technician you are working with will inform you if your pre-purchased support time has run out. After the call you can purchase another block of time at the discounted rate or be invoiced for the remaining amount at the normal rate.
How can I track how much credit I have left?
After each issue is resolved by our service department a report reflecting the total amount of time spent on that issue will be sent in an email along with your remaining phone support balance.
How much time should I buy?
This depends on what you feel is best for your needs and usage; upon request a report can be emailed informing you of how much remote support you have received for any length of time and tracked by issue/call.
Thank you for your business, we are proud to be entrusted with your machinery needs.