Technical Support

No matter what time of the day or night it is, when you need technical support Universal offers a variety of services to get you the information you need.

• Support@uic.com: E-mail any noncritical support questions to us at support@uic.com and our equipment and applications experts will respond to your questions, usually within 24-48 hours.
• Tech Advisor: Technical information and assistance on machine operation, troubleshooting, preventive maintenance, and repair right when you need it, right at the machine. Available for Radial IIIXQ, Radial 5, and VCD Sequencer/Inserter 5 products.
• Technical Support Feedback: If you have used the services of our technical support team, please take a moment to let us know about your experience by completing a brief survey.
• Web Knowledge Base Troubleshooting Guides: Universal offers on-line troubleshooting guides for our GSM Platforms, HSPs and through hole machines. These guides contains cases that provide troubleshooting for common machine symptoms. They not only provide existing troubleshooting techniques, but also offer you the opportunity to enter your own cases if they are not available in the guides. Cases you enter will be verified by Universal technical personnel before being released.
• Remote Diagnostics: An optional software package for GSM Platform equipment that enables our technical support personnel to diagnose your machine's condition, no matter where in the world it is located.
• On-line parts ordering and information: Order parts on-line using our Worldwide Parts Sales and Distribution Web site. The site gives you real-time part pricing and availability, purchase order inquiry capability, on-line order placement capability, and a full complement of information on enhancements, accessories, and critical parts.
• Software information site: Information on new features, improvements, and enhancements for your Universal machine software is available on-line at Universal's software information site.
• Customer Support Center: Customers in the United States and Canada can call our Customer Support Center at +1-800-842-9732 or +1-607-779-5000 any time of the day or night for basic technical support, to order parts, to request field service scheduling, or for information on product training.
• Technical specialists: Every Universal product is supported by technical specialists who are available for consultation by telephone to assist with machine performance questions, parts identification, and to provide other information about machine operation and servicing.
• Field engineers: Universal's highly skilled field engineers provide machine and process expertise.
• Product Perspective/Automation E-News: Universal includes customer support information in our monthly email newsletter, Automation E-News, in a section titled "Product Perspective." To subscribe to Automation E-News, please complete our online registration form.

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Product Support Policy

Universal' Product Support Policy goes into effect the day you purchase your Universal equipment. Under this policy, Universal will provide comprehensive customer support to customers who own or lease equipment we are still manufacturing. Once manufacturing ceases for a particular product, we continue to provide support for a minimum of seven years after the last date of manufacture. And, if the active installed base of machines justifies it, our support may continue beyond this seven-year time frame. However, if warranted, we may reduce our level of support for products we no longer manufacture or for which we no longer have supplier support, so we can concentrate our efforts on providing full support to customers with equipment that is in an active support phase. Review policy details.