Having a problem with your machine? We have a technical support team in-house, at our head office in Washington and are available during office hours, via telephone or email.
If you have a problem, give us a ring and ask to be put through to our technical support team, they will log your issue and aim to get back to you within four hours.
It could be that the problem you are experiencing is a simple fix, therefore one of our team might be able to help you bu telephone support to get you back up and running straight away. We also have a series of guides to help you through some of the more common user issues.
If it is something slightly more complex, we will take down as much information as possible, we may occasionally ask for pictures and videos – the more information you provide, the easier it will be for us to identify the problem. We will then coordinate with our Engineering team to come up with the best resolution to suit.
If the problem can not be fixed by telephone and requires an engineer call out (providing you are still within warranty ) we will organise a convenient time and date. If you are out of warranty, call outs are chargeable and are payable prior to a date being organised or we can discuss various Service Agreements we have available.
How do I book an Engineer call out or service?
Services and call outs can all be booked and paid for through Radecal’s Technical Support team.
What happens if my warranty has expired and my machine fails?
Technical support via phone and email is available throughout the lifetime of your machine. With time if you do incur a problem with one of your lasers or CNC routers, do not hesitate to give us a call and we will guide you through the process of ameliorating the problem. If your machine requires a replacement part or call out to rectify the problem, our team will provide you with the relevant costs involved. A more suitable option would be one of our Service Agreements that could prove more beneficial as detailed below.
Can I extend my warranty?
Yes, we now offer Service Agreements starting from as little as £60 per month and can be paid monthly or annually. Our contracts include two service calls throughout the year and can include Parts and Labour warranty to prevent unnecessary costs. Should you wish to discuss the options available, please contact our Senior Operations Manager, Amanda Elliott and she will talk through our standard or customised options.
Where can I order parts?
You can order all of your replacement parts or spares through our technical support team. All consumables are not covered under warranty, such as, laser tubes, lenses, mirrors and tooling. Any non-consumable items which need replacing will be covered under your warranty.
Telephone: 0191 417 6285
Email: email@example.com – Technical Support
Email: firstname.lastname@example.org – Service Agreements
Office Hours: Monday – Friday, 8:30am – 5pm
Amy, at Aristan Model Makers
Our old laminator broke; Radecal service was excellent and the new laminator has improved our business by making production both faster and more accurate.
Lucy Souster, Sportserve Ltd
A great CNC Router at a good price. The service generally was and still is very good. After care has been good with replacement parts being sent out or fixed in good time. It has made massive changes to the way we work and has easily already paid for itself within the year we have had it. We don't know why we didn't get one sooner!!
Clive, Production Manager at RMS Ltd
Radecal are always quick when responding to technical issues and queries. Our new laser machine has certainly added a new dimension to what we do.
Thanks for the install of our Spartan router, I'd just like to say that your engineer couldn't be more helpful and his work effort to get things done is excellent many thanks again guys.
Keith Woods, Scale Composites
Radecal were very helpful and easy to deal with when choosing the right CNC machine for us. They assisted with finance and once everything was in place the machine installation and training went like clockwork, highly recommended
Ross Haddow, Display Factory
The machine (CNC) is great, everything is running smooth! Installation with Barrie was great and arranging it all via yourself went swift and smoothly. 10/10 service!
Jordan Maughan. Nulite Ltd
Everyone was very helpful at Radecal, the engineer who came to fit the machine was very knowledgeable and good at passing on the necessary info onto our team.
Dave, RS Bookbinders
Many thanks to the team at Radecal for the smooth supply and installation of our new Laser Cutter and the 3D Printer that came with it. An excellent service from first contact through supply, fitting and also the excellent teaching and demonstration package provided.
Steve Collingwood, Engineering technician at North Notts College
I'm very happy with the purchase and Radecal have been efficient and a pleasure to deal with. The router has improved our ability to respond quickly and creatively for our customers. Install was smooth and we've only used Technical Support once in the first year so far and I have found them to be responsive, helpful and knowledgeable.
Tony Saunders at Leawood Technology