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 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 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 SuperControl, for potential features that
could benefit you in your daily operation. There is also a Free
Downloads section. This is a place where members can download from
a list of Macros, novelty CNC programs and other potentially useful
program items. New additions will be added frequently and we are
open to any suggestion from members as to new items for the Free
Downloads page.
The
Advanced Support Program is available for any Model 40, 42, 53,
67 or 70 equipped with a current 91000 SuperControl for $225.00
monthly per machine or, at a discounted rate (reference the payment
chart below.)
Should
you wish to enroll an older machine in the program, it will be
necessary to first bring the system up to current. It should be
noted that the Thermwood Control software is released as a stepping
stone update. This means that any releases missed while not being
a member of the Advanced Support Program will have to be purchased
before you can join the program and obtain the latest years' release.
So, keep in mind, the longer you wait to upgrade your machine,
the more expensive it will be. The least expensive path is to join
the program when you buy your machine and then simply remain on
it. Your machine will constantly improve, you will become consistently
more competitive and you will assimilate new technology on an easy-to-handle
continuous basis.
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To
Summarize, Machines enrolled in the program shall receive:
• Virtual
Service
• Free software upgrades.
• SuperControl warranty on parts.
• Free
on-site service labor to repair or replace any part of the machine
or control proven to be defective (applies to U.S. customers only.)
• 20% discount on replacement machine parts from our field service department.
• Free internet downloads of macros, novelty CNC programs and other useful
items.
That’s
the Advanced Support Program. Designed to keep you competitive,
designed to handle problems and designed to do both at the lowest
possible cost. With this program Thermwood is joining in partnership
with its customers. The fees collected are intended not only to
fund the program but also to help fund an even higher level of
research and product development, which is then used to update
the very machines that funded the effort. We at Thermwood believe
that with the Advanced Support Program everyone is the winner.
We become even stronger in our market because of loyal customers.
Our customers become stronger in their market because they are
using the most advanced state-of-the-art technology available.
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Join
today and prosper!
Contact
us to learn more about joining the
Advanced Support Program. 1-800-221-3865 ext. 251 or by e-mail
