Service Package Aims For More Comprehensive Support

Machine tool builder Mori Seiki says its new Mori360º service package was created to go beyond standard service and provide more comprehensive customer support from every angle.

News Item From: 1/18/2010 Modern Machine Shop

Machine tool builder Mori Seiki says its new Mori360º service package was created to go beyond standard service and provide more comprehensive customer support from every angle. The package will be included in every machine tool purchase. It includes a two-year warranty; a 24-hour parts shipment guarantee for the United States and Canada; certified spindle rebuilding; a qualified peripheral program; Mori-NET monitoring; Mori Seiki University (MSU) training; and local and national telephone support.

The warranty applies to every machine purchase and includes all replacement parts for the first two years of ownership. A 24-or-free guarantee promises that if any current model machine is inoperable, the required replacement part will be free of charge if it is not shipped within 24 hours. The company says this guarantee is possible because it maintains more than $90 million in spare parts inventory at a 150,000-square-foot facility in Dallas. The Mori Seiki Qualified Peripheral Program (MSQP) extends the two-year warranty to qualified peripherals in order to offer users single-source support. A stock of replacement spindles is always on-hand for immediate delivery, and the spindle rebuild program has an average turnaround time of three days, the company says.

The new service package also includes optional diagnostic tools for preventative maintenance, such as Mori-NET Global and Mori-NET LAN. The former works in tandem with the company’s MAPPs software to provide remote monitoring of operating status, customized production reports and service alarms. Rounding out the package is customer training through MSU, which provides a three-tier approach to education that includes online, on-site and classroom training.

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