Service

At Epson & Baker, we’re driven by customer experience, and we carry out our work with customers at the center of everything we do.

Our support program helps you maximize the return on your technology investment by giving you access to our best-in-class service team. The Epson & Baker service team is dedicated to elevating the operating success of your facility by ensuring each Epson & Baker product is meeting your expectations and running at top performance.

 

The Epson & Baker team is available to assist you across a broad spectrum of needs including:

  • Technical support

  • Hardware replacement

  • Software evolution

  • Machine learning updates

  • Ongoing training to further improve the effectiveness of your team

  • We provide a 24/7/365 support line so we can respond quickly to your service requests and work with your team to come to a resolution as quickly as possible. We record and track your service requests through our customer service portal to ensure your needs are handled in the most timely manner possible.

  • We offer discounted non-consumable part replacements for our products for any manufacturer defect or failure. This includes parts like inner and outer Omron arms and the smart controller for Epson & Baker Cortex™; they are covered within our 72-hour part replacement shipping.

  • If your Epson & Baker product needs on-site repair, our senior technical engineers respond quickly and efficiently. They will arrive at your site in a timely manner and carry out maintenance work in strict compliance with you and your team. We will take the time to verify all aspects of your Epson & Baker product are in top condition and ensure it’s performing to your expectations.

  • Our service packages include Omron Complete Care, which is an additional level of peace of mind for Epson & Baker Cortex™ users. Omron provides an annual wellness visit from an Omron technician; dedicated Omron inventory of spare parts available for shipment; premium access to Omron technical support 24/7/365; and no charge for field service labor, travel or non-consumable parts for any required repairs to covered robots completed by an Omron technician.