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undefinedHelpline

FAQ – Frequently Asked Questions

Εμφάνιση όλων / Απόκρυψη όλων

δίπλωμα faq Can I retrofit my machine with a new control?

In many cases you can replace an older control on your machine with a current control from HEIDENHAIN. Such modernizations, referred to as retrofitting, are particularly advantageous for machines having large traverse ranges and mechanically robust constructions.

Depending on the machine and required scope of modernization, you can specify which of the current control models you would like. For simple 3 axis machines you can choose between the TNC 128 straight cut control and TNC 320 contouring control, should replacement parts still be available for the drive technology. It is generally recommended that the power stages and drive motors also be replaced. In such cases the HEIDENHAIN TNC 620 contouring control with a new drive package would be the right choice. For more complex machines, with five or more axes, upgrading to the state-of-the-art TNC 640 control is recommended.

The result is a sustainable modernization of machines and production processes, achieving production with greater precision and efficiency. Thanks to the upwards compatibility of the TNC controls, you can continue to use the old NC programs of your previous control on most of the modern TNC controls. Also, due to the uniform operational design, you will quickly become acquainted with the new control.

Your machine can be modernized as described if it is equipped with one of the following older controls:

  • TNC 120, TNC 121
  • TNC 131, TNC 135
  • TNC 145
  • TNC 150, TNC 151, TNC 155

Contact your undefinedHEIDENHAIN subsidiary for more information about retrofitting.

δίπλωμα faq Your machine is down? – Here you can get help!

undefinedReplacement parts and units

undefinedHEIDENHAIN Service Exchange 

undefinedRepair service

If you need assistance, please call our undefinedHelpline!

δίπλωμα faq Express shipment? – These additional costs may be incurred

Transport costs:

If express shipment is needed, HEIDENHAIN offers delivery by TNT within Germany before 8:00 a.m, 9:00 a.m., 10:00 a.m. and 12:00 noon on the following day.

  • Delivery by TNT by 9:00 a.m.
    Up to 10 kg approx. 100 % shipping surcharge  
    Up to 25 kg approx. 50 % shipping surcharge
    Up to 100 kg approx. 20 % shipping surcharge
    Over 100 kg approx. 12 % shipping surcharge

  • Delivery by TNT by 8:00 a.m. or 10:00 a.m.
    Additional costs may apply. 
    Please contact our  undefinedHelpline

  • Delivery by TNT by 12:00 noon
    There is no surcharge on the regular transport costs for TNT deliveries by 12:00 noon.

Service surcharge:
Express shipments of current series products are subject to a Service surcharge of 20 %.

δίπλωμα faq What if the goods get damaged during transport?

1. What to do, if the goods arrive damaged?

If you notice damage to the packaging or the goods, you must first of all check the invoice to find out who has insured the transport. This is described in more detail in section 3. 

If the transport was insured by HEIDENHAIN, you can decline acceptance. The carrier returns the damaged goods to HEIDENHAIN. 

If you are self-insured, you cannot decline acceptance of the goods. In this case, please contact your insurance company. 

In any case, state on the way bill that the goods arrived damaged.

What if the damage only becomes apparent after delivery? 

You can report the transport damage to HEIDENHAIN within 7 days (air freight up to 2 weeks) upon receipt of the goods. 

2. Compensation delivery and information – quick and easy!

In case of transport damage, please refer to your HEIDENHAIN contact or call our free  
undefinedHEIDENHAIN helpline. 

Regardless of who has insured the shipment, we will always provide a replacement! 

Your matter will be forwarded to the department responsible for handling transport damage, which will initiate compensation deliveries and provide further information to settle the loss. Please provide order data, product data and pictures of the damage. 

3. Who will bear the costs? 

HEIDENHAIN will process the incident free of charge in the following case:
If the transport was insured by HEIDENHAIN, HEIDENHAIN will bear the costs of the complaint processing and replacement delivery. Please check your invoice to see if your transport was insured by HEIDENHAIN. HEIDENHAIN charges 0.03 % of the merchandise value for the insurance. The insurance fee is stated separately in the totals line of the invoice. 

HEIDENHAIN will not bear the costs in the following case: 
If the insurance fee on the invoice is 0.00, the shipment was not insured by HEIDENHAIN. In this case, the term "SVS/RVS-Verbotskunde” (i.e. customer exempted from forwarding insurance) is stated on the shipping documents. This means that you as the recipient waive insurance protection by HEIDENHAIN. 

If the transport was not insured by HEIDENHAIN, we can unfortunately not bear the costs of the complaint processing and replacement delivery. In this case, the financial compensation must be settled with your own transport insurance. 

Of course, we will provide aid immediately and simply with a fast replacement delivery.

δίπλωμα faq Functional and premium repair?

Different demands are placed on a repair, in particular for the visible elements of a machine. Machine tool builders and distributors frequently favor their devices to be repaired to visually perfect condition – in particular, if such devices are kept in their service stocks. End users of HEIDENHAIN products are generally interested in low-priced service merely restoring the proper function of a device.

In order to satisfy these requirements, we offer a flexible service concept:

Make your choice!

  • Do you simply want us to restore the function of your device and are not interested in a visually mint condition?

    + Opt for the cost-saving HEIDENHAIN functional repair!

    The functional repair only restores the working condition of the device. Traces of use and wear that do not impair the function are not removed. 

  • Do you wish to receive your repaired device in visually mint condition, since you intend to, e.g. place it in your service stock (for other exchanges, etc.)?

    +
     Opt for the HEIDENHAIN premium repair!

    Premium repair includes restoration of the proper function as well as a visually mint condition.
                         
                         

                          

    Functional repair                                Premium repair

    You can already indicate on the shipping documents to the HEIDENHAIN Service whether you want a functional or a premium repair. If there is no information on your repair request available, we will send you a cost estimate, quoting the two “functional” and “premium” repair packages.
    If merely small parts are defective, only the “Small Parts” repair package will be invoiced.

For the following HEIDENHAIN products, you can choose between functional repair and premium repair:

Control keyboard units (TE)

Digital readouts (ND, DRO, VUE, QC)

Synchronous motors (QSY)

Compact controls (TNC 113, TNC 114, TNC 122, TNC123, TNC124, TNC310, MC128, MC320, MC6110, MC7110, IPC7110)

- Display

δίπλωμα faq Defective angle encoder?

We can offer you expanded repair services for HEIDENHAIN angle encoders.

In addition to replacing the housing/cable assembly, it is also possible to exchange the mechanical/electronic assembly (bearing assembly).

δίπλωμα faq Warranty and guarantee

Series devices:
The legal warranty period valid for series devices is 12 months. In addition to the legal warranty, HEIDENHAIN offers guarantee of function for another 12 months.

Thus, the total warranty period for new series devices is 24 months.

Furthermore, HEIDENHAIN offers a service agreement to extend the guarantee period.
undefinedService agreements

Service devices:
A 12-month guarantee of function is valid for replacement units and spare parts.

Exchange devices:
A 12-month guarantee of function is valid for devices from our exchange stock.

Repairs:
After the repair you enjoy a guarantee of function for 12 months not just on the repaired part, but on the entire unit.

δίπλωμα faq Business hours of HEIDENHAIN Service

You can reach our service team at the following times:

Business hours:
Mon. to Thu.: 8:00 a.m – 4:30 p.m.
Fri.:                8:00 a.m. – 3:00 p.m.

Within these periods we can provide regular shipment of our goods.

Even outside of the usual business hours, we provide an expanded helpline service and rapid delivery.

On-call service:
Mon. to Thu.: 4:30 p.m. – 8:00 p.m.
Fri:                 3:00 p.m. – 8:00 p.m.
Sat.:               8:00 p.m. – 6:00 p.m.

If you urgently require a replacement unit during these periods, we can make the goods available for collection or assign a taxi service with the transport.

δίπλωμα faq Important ID number at HEIDENHAIN

Every HEIDENHAIN product bears an ID label. On this label you can find data identifying the unit.

Model designation
The model designation is the name of the device.

ID number
The ID number (also referred to as part number) is a HEIDENHAIN article number consisting of the basic ID number (6 or 7 digits) and the variant (2 digits after the hyphen). If you intend to order a replacement unit from HEIDENHAIN, the ID number is absolutely necessary, as it allows for an exact statement on the product’s specifications. The ID number may be abbreviated ID, ID number or Id.No.

Serial number
Every device has its own serial number. The serial number is a consecutive number for unique identification of products with the same ID number. It serves to ensure traceability of a product after it has been put in circulation, e.g. to find the date of invoice that is required to determine guarantee and warranty periods. The term serial number is mostly abbreviated to SN or S/N.

Model designation, ID number and serial number are also indicated on the packaging label.

δίπλωμα faq Testing equipment for HEIDENHAIN encoders

For HEIDENHAIN encoders with absolute as well as incremental interfaces, we offer you diverse adjusting and testing packages.

PWT 10/PWT 17/PWT 18
The PWT serves as an adjustment aid for initial commissioning of your encoders.

PWM 9
The PWM 9 is a universal measuring device for checking and adjusting incremental linear and angle encoders.

PWM 20
With the aid of the PWM 20, you can check and adjust encoders with absolute and incremental interfaces.

For more information about the functions and benefits of our testing packages, refer to our information flyer Testing Equipment for HEIDENHAIN Encoders.

δίπλωμα faq Where Can I Find Documentation of the HEIDENHAIN Products?

The “Documentation / Information” section contains all important information on our products:

undefinedBrochures
undefinedTechnical Information
undefinedManuals
undefinedKlartext
undefinedCAD-Portal
undefinedFAQ NC Programming
undefined„Documentation / Information“

δίπλωμα faq Where can I get more information on HEIDENHAIN Service?

Service News

Our semi-annual newsletter keeps you regularly informed by e-mail about current technical and commercial issues of the HEIDENHAIN Service, e.g.:

  • Service successors
  • Service strategies
  • Testing equipment
  • Service procedures at HEIDENHAIN
  • Your contact to the HEIDENHAIN Service

If you are interested, just contact our employees in the Order Processing Department or use the link “Add to the Service News distribution list” on our website.
undefinedService News

Service Brochure

Our current Service Brochure "Focus on the Customer“ provides an extensive overview of the sales and service worldwide and in your region.

  • Our services
  • Overview of service benefits
  • Availability of service
  • Your contact to the HEIDENHAIN Service

The Service Brochure is also available on our HEIDENHAIN website:
undefinedService Brochure

We shall be pleased to send you the Service Brochure by mail. If you are interested, just contact our employees in the Order Processing Department.

δίπλωμα faq Where Can I Get Information on Training Courses?

We offer the appropriate training seminar for your needs!

δίπλωμα faq What is a DAkkS calibration?

According to ISO 9001, certain inspection, measuring and test equipment must be traced to national standards at regular intervals.

The HEIDENHAIN measuring laboratory has been accredited since 1994 to perform measurements for digital linear and angle encoders as per DIN EN ISO/IEC 17025.

The German Accreditation Body (previously: German Calibration Service / DKD) inspects and monitors the measuring laboratory and certifies HEIDENHAIN its personnel and metrological competence within the framework of the accreditation.

DAkkS calibrations conducted by our measuring laboratory give the user certainty about the correct measurement with digital and angle measuring encoders. The created calibration certificate documents the generally acknowledged traceability of the encoder by an independent and neutral institution.

DAkkS calibration certificate or manufacturer’s test certificate?
With the manufacturer’s test certificate the manufacturer gives information about the measurement errors of the encoder.

A DAkkS calibration certificate is the document that describes the measuring characteristics of the encoder by an independent and neutral institution.

Do you require a DAkkS calibration certificate? 
We require a precise description of the calibration task from the customer, so that we can perform the calibration according to DIN EN ISO/IEC 17025. HEIDENHAIN will check the feasibility of the measuring task and prepare a detailed offer for a successful calibration.

Description of the measuring task
For many HEIDENHAIN products (e.g. length gauges), measuring tasks are already available.

We would be glad to advise you on the DAkkS calibration and the manufacturer’s test certificate.

Please contact our free HEIDENHAIN helpline for DAkkS calibration and manufacturer’s test certificates: +49 8669 31-3121, E-Mail: service.order@heidenhain.de