FAQ
Service
What information will I need to provide when I call for troubleshooting support?
For starters, the Machine Model, Serial Number and Software Version. The Machine Model and Serial Number can be found on the serial number plate attached to the machine. The software version can be found on the Operator Interface Panel or HMI.
After that, we will need your company name and location, a contact name and number, and, of course, a detailed description of the problem.
How can I schedule onsite service for my machinery?
Depending on your location, you can call Kliklok-Woodman in Decatur at (770) 981-5200 and ask for the Service Department or send an email to service@klikwood.com. Or you can call the Bristol service department direct at +44 1275 557555 or send an email to techsupport@kliklok-woodman-int.com
Where are service engineers dispatched from?
For service in North America, Central America, South America, and Asia, service engineers are dispatched from Atlanta, Georgia. For service in Europe, Africa, the Middle East, and the former Soviet Union, service engineers are dispatched from Bristol, England.
What kind of on-going support can we expect from Kliklok-Woodman?
We’re there from the very beginning - with factory-trained field service engineers to assist with installation. After you’re up and running, we offer a variety of regularly scheduled onsite support programs - monthly, quarterly, bi-annually, or customized. We also offer on-going training programs that can be conducted in your plant or at Kliklok-Woodman facilities.
What are the benefits of committing to a Customer Support Program?
There are many. It allows for the fine tuning of machine parameters to improve performance. It covers the routine training of employees, system audits for defective parts, reviews of preventative maintenance, and reviews of inventoried spare parts. It is also a cost-saver — for three reasons. One, planned visits cut down on travel and service fees associated with emergency visits. Two, there is no extra cost for time flexibility. Three, parts are discounted - the percentage is determined by the length of the contract. For Decatur, GA contact service@klikwood.com or for Bristol, UK contact service.contracts@kliklok-woodman-int.com.
Spare Parts
What information should I be prepared to provide when ordering parts?
First and foremost, the Machine Model and Serial Number. Having the original Kliklok-Woodman Order Number is also very helpful.
Please supply the Kliklok-Woodman Part Number or Vendor Part Number (usually engraved on the existing part). If the number is not available, we will need a clear description of the part and its location on the machine.
If applicable, electrical specifications are also required.
We will need company name and location and specific “Ship To” and “Sold To” addresses. Also important - a contact name and contact number.
Finally, let us know the date the part is required, the quantity required and your Purchase Order Number.
How can I order parts for my machinery?
Depending on your location, you can call Kliklok-Woodman in Decatur at (770) 981-5200 and ask for the Parts Department or send an email to parts@klikwood.com. Or you can call Kliklok-Woodman in Bristol at 44 1275 836131 and ask for the Spares Department or send an email to spares@kliklok-woodman-int.com.
How quickly can I get the parts I need?
Obviously, time is of the essence when a customer needs parts. Our standard response time is: Parts in stock - Same day if ordered by 3pm.
Note: Special deliveries can be considered and quoted for urgent needs.
Is it possible to pay for spare parts with a credit card?
Yes. Kliklok-Woodman accepts Visa, Mastercard and American Express (USA only).
Where will my parts be shipped from?
Most often, from Decatur, Georgia or Bristol, UK (depending on the location you contacted). However, if the part is coming from a vendor or manufacturer - rather than directly from Kliklok-Woodman - it will likely be drop-shipped from another location.
Who does Kliklok-Woodman use for shipping?
We normally use UPS, FedEx or DHL. However, we can use any company the customer chooses and directly charge the customer’s own account. We can also provide same-day service upon request.