Bend-Tech is one of the few manufacturers designing custom software for its CNC plasma cutting machines. This allows us to offer and provide in-software support at the click of a button, making us the industry leader in terms of ease of access to customer support.
Schedule a Support Ticket: Get Up and Running
The most convenient way to receive support is built into the software, itself. Find and select the “Support Request” button inside the software. This selection automatically allows a Bend-Tech Service Technician to see what you’re working on, as well as view any additional information provided to help better understand the problem. Of course, you can always give us a call, send an email, or submit a contact form to receive support from Bend-Tech.
Our ticket system is set up so each inquiry is regarded with the same amount of urgency by support team members, no matter which method is used to contact. We are here to assist you through any preferred communication style.
How to Submit a Ticket
When a support request is submitted, snapshots are taken of any open projects, as well as the user’s libraries and settings, and sent over to our Service Technicians to take a closer look at.
Users can also attach any relevant files that require attention, (anything from a screenshot of a Bend-Tech computer to a design file having trouble importing). A space is available for a short, detailed description of the current issue to give Service Technicians additional background and help establish what direction to proceed in to resolve the issue swiftly.
We advise leaving the “Service Tech” option blank unless you are working with a specific technician. Leaving the box blank ensures the support request is delivered to the entire support team and can be addressed promptly.
Troubleshooting Made Easy
Support tickets are typically completed remotely. We recommend that customers be present at their computer during support sessions, especially when on a live call, so that any necessary setting changes can be completed seamlessly.
A Service Technician will look at your software settings, current project, and any other relevant files during the support session to gain an understanding of what’s going on and develop a plan to resolve it.
If the issue requires more attention than a short, remote session, our support team can easily jump on a virtual call, or if need be, travel to provide on-site service. This is rarely necessary, but Bend-Tech customers can rest easy knowing we are here to ensure their continued success.
Some of the most common support tickets are related to cut quality and how customers can better clean up their cuts. In such cases, our support team will rule out several possibilities including issues with design files, machine speeds, feed rates, and amperage to ensure that customers are getting the most out of their plasma-cutting technology.
Service Technicians may assist in identification and recommendation of replacement parts to purchase to ensure machines are functioning at their maximum potential. Consumables and other machine components wear out, (faster when not properly maintained), and require occasional replacement by the customer.
If having difficulties with your Bend-Tech software or machine, reach out to support and we’ll get you back up and running.
