Yeti Tool is helping more people than ever before, with one of the team stating “Yeti Tool offers free CNC router customer support for life, not just during warranty.”
Elliot Jenkins, a member of the Technical Support team at Yeti Tool’s UK headquarters, has been working in the department for two years and helps to deal with any SmartBench CNC machine issues globally.
“We currently deal with over 100 queries per month, covering everything from job set-up, designs, material processing questions as well as feeds and speeds support,” said Elliot.
There are more than 2,000 SmartBench CNC routers operating globally, and the customer support team at Yeti Tool operates through a cost-effective and rapid response online ticket-based system.
“Our online support ticket system is quick and easy to use. Customers go onto the Yeti Tool website, log in, enter the Support section, and fill out a ticket. We always aim to get back to customers within 24 hours, however our normal response time during office hours is less than two hours,” commented Elliot.
Customers can get support and advice via the ticket system, email and phone, based on their preferences.
All ages of SmartBench are covered by customer support, and the UK HQ keeps a back library of old machine parts as an added benefit for customers.
“If customers need replacement parts our delivery team get items out really quickly through a global network,” said Elliot, who has been interested in 3D printers and portable CNC machines since school.
“We also relay SmartBench issues onto the engineering and software teams, so they can stop those problems from happening again. There are also regular software updates to iron out any bugs when new equipment is added.”
At the moment, the Yeti Tool customer support team handles a 50/50 split of business and hobbyist enquiries per month, with new customers getting in touch for SmartBench specifications that increase their productivity rate.
“We cover any mechanical, electrical and user issues,” concluded Elliot.
To find out more about SmartBench in your region, country or territory, please visit https://www.yetitool.com/ABOUT/PARTNERS.